Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my xfinity cell phone mobile service. I tried to transfer to a new provider, but my phone was locked even though the cell phone was paid off. I went to xfinity tech support to get the issue resolved since the phone was purchased through them. The tech support told me to expedite the unlocking of the phone, I had to re-active the service in order to expedite unlocking the phone. She said I would have to pay the activation fee, but would get the credit once the service was cancelled again when the phone number officially transferred to my new provider. The phone number was officially transferred, but I never received the refund of the activation fee and on top of that the xfinity mobile service did not automatically cancel as she told me it was, so then I was charged for another month of service. I have contacted tech support three times, a refund was requested again for $98 it's been over a month and I keep getting the run around from every customer support rep. They are lying, providing false info and not reading the chat sessions that I referenced. They continue to delay and not provide supervisors. It's awful to treat customers like this and continue to charge them. Chat sessions are Chat id is ******************. xfinity This is the Chat ID for this session *****************

  Business Response

  Date: 01/11/2023

  January 11, 2023
  
  Better Business Bureau
  1880 John F. Kennedy Boulevard
  Suite 1330
  Philadelphia, PA *****
  
  Re:*********************************
  **** ***************
  Plymouth, CA *****
  
  Case Number: ********
  Date of Notice: December 27, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity Mobile service.
  
  Several attempts were made to contact ********************** via telephone. Although contact attempts were unsuccessful, an account review was completed. Comcast records reflect an approval was received to activate one line of service with By the ******** and a customer owned device on November 21, 2022. The line was disconnected on December 8, 2022, at **. ********** request. A review of the billing on the Xfinity Mobile account found it to be accurate based on usage and subscriptions. As a courtesy, a credit for the final balance due, which includes the $10.00 activation charge, on the account was applied on January 4, 2022, resulting in a zero-balance due on the account. Requests for additional compensation or refunds are, respectfully, denied.
  
  Xfinity Mobile received a request to unlock **. ********** device on November 21, 2022. The request was completed on November 22, 2022. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this letter  provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  Allan M.
  XM Executive Resolutions
  ************** Extension *******
  

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During November 2021, Xfinity Mobile was running a Black Friday Deal. The sale clearly stated, that we would receive 2 separate incentives. The First, a rebate on our new phones totaling 900 dollars, which we did receive. The second an incentive totaling around 600 dollars for trading in our old phones. (we traded in 2 and purchased 2) Over a year later, we have not received the money we are entitled to for trading in our old phones. We purchased the phones while on vacation in California and we do not live near the store where the sale took place. In November 2022, we returned to the store where we made the purchase, and requested an official complaint be submitted. (why this couldn't be done over the phone, I do not understand) At this time, they have effectively stolen 2 phones from us and this needs to be resolved.

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:       **************************************
              **** **** ****** ******
              Pocatello, ID *****
  
              Case Number:                      ********
              Date of Notice:                     December 22, 2022
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by *****************************************, who is listed as an authorized user on the ********************** account subject to his complaint.
  
  On January 3, 2023, I spoke with ***************************** to address his concerns and he confirmed his receipt of the $900 **** pre-paid card referenced in his complaint. Xfinity Mobile investigated ********************** claim that he was due to receive a second incentive totaling around 600 for trading in our old phones. The investigation determined that two rebate checks had been issued to the account owner and both checks were cashed on December 18, 2021. No further trade-in rebates are due to the account.
  
  On January 13, 2023, I sent images of the cashed trade-in rebate checks to **************************** for his records.
  
  Should you have any questions or require additional information regarding this matter, please contact me at ********************************.
  
  Sincerely,
  
  Chris G.
  XM Executive Resolutions

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service on 11/21/2022 and returned all of the equipment. However, the company tried to bill me for yet another month of service for 11/20/2022-12/19/2022. I have called numerous times and was advised every time that this was an error and that I would only be billed for one day of service and that a revised bill would be sent out. I was first told on 11/28/2022 by Sheila that I owe $3.19 and the bill would be updated and mailed by 12/01/2022 but it wasn't. When I called to follow-up on 12/14/2022, I was told by Kerr that the actual amount owed is $13.89 due to an early termination fee since I cancelled my contract just days prior to it ending. I said ok and to send me the bill. They said it would be updated in their system, a copy mailed on 12/14/2022 and an email would be sent. Again - nothing was done. Their system was never updated and I never rec'd a mailed invoice or an email. I had called yet again on 12/17/2022 and was told it would be updated in their system, a copy mailed by 12/19/2022 and an email would be sent to me. I was also told that a manager would call me to confirm - per my request. Again - nothing! Now their system shows that I am past due and that I still owe another month of service, which I never had. So, it states that I owe $95.56.

  Business Response

  Date: 01/04/2023

  January 4, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ***** ****
  **** **** *****
  Highland, IN *****
  
  Case Number: ********
  Date of Notice: December 22, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** **** regarding Xfinity service.
  
  On December 28, 2022, I spoke with *** **** regarding a billing explanation. Our records indicate on December 20, 2021 *** **** accepted a 12-month contractual agreement for the Gigabit Internet with Xfinity Flex at no additional charge effective from December 16, 2021 through December 19, 2021. The account received a service discount due to enrollment in automatic payment and paperless billing. Equipment, taxes and fees are not included in package price. The agreement included an early termination fee that is applicable if the disconnection of the account is completed prior to the end of the contract.
  
  An order confirmation email was sent to the email address associated with the account that further outlined the new services accepted and explained the early termination fee. The early termination fee is disclosed to the customer prior to their acceptance of the term agreement, in the confirmation of their term agreement, and it declines each month that the customer maintains their service. A customer’s term agreement also discloses the early termination fee and is available when they log into their My Account. There are no exceptions to the early termination fee other than a cancellation within the first 30 days, which *** **** did not do. 
  
  Customers may receive another bill after the date they request to disconnect service, but the effective stop billing date is the date the billing is stopped. On November 21, 2022 *** **** requested a voluntary disconnection of her account. The disconnection of the account was completed on December 1, 2022 with a stop billing date of November 21, 2022. The disconnection of the account generated a prorated credit to apply.
  
  On December 1, 2022 *** **** was billed an early termination fee leaving a balance owed. I confirmed the balance *** **** is viewing online has not updated to include the prorated credit from the disconnection of her account. *** **** did not receive a monthly billing statement via U.S. mail due to enrollment in paperless billing which she consented to receiving on December 16, 2021.
  
  There is no record of a billing statement generating past November 16, 2022 as the account is disconnected. On December 26, 2022 a request was submitted to send *** **** a copy of her monthly billing statements from October 16, 2022 through November 16, 2022 via U.S. mail. 
  During our conversation, *** **** was advised of the remaining balance on her account. *** **** was provided my direct contact number should she require additional assistance. Please be advised the billing on this account is accurate. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.
  
  Sincerely,
  

  Eric G. 
  Executive Customer Relations 

  Customer Answer

  Date: 01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This response does not resolve the issue. Sending my past invoices, which were paid in full, doesn't resolve anything. I agreed to pay my full balance on the account, which was $3.19 for the one day of service plus $10.70 for the early termination fee for a total of $13.89. When Eric contacted me, he told me that I had to go into a store (he left that out in his reply) to obtain a corrected copy of this balance, which I did since he refused to mail me one! I am NOT arguing the balance that was owed. The issue is that the invoice does not reflect this balance. I am handicapped and can barely walk but I did what he told me to do and went to a store to obtain the corrected bill. They also could not provide a printout for me even though it showed the correct balance in their system of the $13.89. I paid this full bill while at the store and I have proof of the payment. However, when logging into my account, the invoice still shows a past balance for a month of service I never received. The service was cancelled on 11/21/2022 as Eric acknowledged but their system shows another invoice for $95.56 for services from 11/20-2022-12/19/2022. Instead of correcting the final invoice, all they did was apply my payment of $13.89 to that bill. So now my account shows an outstanding balance of $81.67. Again, the account is paid in full with a zero balance and Eric acknowledged that but he REFUSES to send me proof of such. He claimed that he cannot send a corrected bill and that I'd have to go into a store to get it but they refused as well. All I want is an itemization (CAN BE A SIMPLE PRINTOUT FROM THEIR COMPUTER) showing that my account is paid and now has a zero balance. 
  
  
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast charged me for a unit without giving me wires. Now they want to autobill in 10 days instead of 30 Days. When I tell them 5 times-THERES NO RESPONSE.

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*******************
  *** ***********************, Unit ****
  Chicago, CA *****
  
  Case Number:********
  Date of Notice: December 22, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On December 22, 2022, I spoke with ************** to discuss her billing concern. During our conversation, ************** refused to authenticate her account information to provide her account details. As we value the security of our customer accounts, customers must authenticate their identity to ensure unauthorized persons are not provided information on other customers accounts. 
  
  ************** was advised she can authenticate the account utilizing the full account number instead of the last four digits of her social security number. **. ****** account information is accessible via the My Account App to assist her in the verification process. ************** was provided my direct contact number should she require additional assistance. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  Matthew W. 
  Executive Customer Relations 
  

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve doubled up on my bill to get caught up, twice! And I’m still being told I’m a month behind. I was being charged for equipment I didn’t have for a whole year… and I only received six month back from what I got charged. Not to mention, I was in a payment agreement to have my back bill paid off. It was never the amount the it was suppose to be. And it’s paid off and I’m still being charged!

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ***** *******
         **** **** ******
         Philadelphia, PA *****
  
  Case Number:   ********
  Date of Notice:  December 30, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding her Xfinity billing.
  
  On January 6, 2023, I spoke with **. ***** ******* regarding her billing concern. Our records indicate that *** ******* was entered into a 12-month repayment plan beginning December 4, 2021. Her account was credited the delinquent balance owed on December 4, 2021, and the balance was broken down into twelve monthly installment payments. *** ******* began making installment payments each month for the next 12 months. The first of the twelve installments is reflected on the January 3, 2022, billing statement. The final installment was reflected on the December 3, 2022, billing statement.  
  
  Regarding the payment concern, our records indicate that one payment was received on August 5, 2022. *** ******* made a payment on September 22, 2022, but no payment was received in October 2022. Two payments were received in November; the first was on November 3, 2022, and the second was on November 26, 2022. The last payment received from *** ******* was on December 29, 2022. *** ******* has a delinquent balance owed that needs to be paid to avoid a service interruption. 
  
  Regarding the additional equipment charges that *** ******* reported being charged for, our records indicate that on August 11, 2021, a charge for an inactive modem was added to the account. She was billed for service between August 11, 2021, and September 7, 2021; she was also billed for services between September 8, 2021, through October 7, 2021. The charges are reflected on the September 3, 2021, billing statement. 
  
  On May 5, 2022, the inactive modem and associated charges were removed from the account. *** ******* received credit for the charges associated with the modem between December 1, 2021, through June 7, 2022. As a courtesy, on January 6, 2023, additional credit was added to the account to compensate for the charges for the modem rental. Additionally, as a courtesy, credits for ten late fees and nine reactivation fees were applied to the account on January 6, 2023. These credits will be reflected on the billing statement dated February 3, 2023. 
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (**** ********.
  
  Sincerely,
  
  Nancy R
  Executive Customer Relations
  

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had cable and internet service with xfinity for 4 years. On 10/08/2022 discontinued service with xfinity. I turned in all of their boxes and a receipt was given to me. I had just paid the bill on 10/01/2022. So I only had service with xfinity for 7 days. A refund of $81.00 was to be returned to me. I have called numerous times and was told that the $81.00 will be Mailed to my home and to receive it in 30 days. It is now the end of December and I have not yet received my $81.00. I just want the money that is owed to me. Thank You

  Business Response

  Date: 01/13/2023

  
  January 13, 2023
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: Case Number:18620629
  Date of Notice:December 28, 2021
  
  
  ***************************
  501 ******************
  ******, ** 66061
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On December 29, 2022, I spoke with ****************** regarding a refund request. I confirmed the refund for overpayment after cancellation was refunded to the bank account on file as of October 19, 2022. On January 13, 2023, I received a voicemail message from ****************** confirming receipt of the refund. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 01/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You all are super idiots, I keep having the same problem with you adding late fees and saying I don't pay my bill when, there is no way in hell owe you $64.00 (with the added bill due Jan 2023 included) you can have it all. There are too many companies out here you are just one.... I'm so tired of you idiots if you gave it to me free i wouldn't take it, I paid for this month, yet you suspended the account, and I just made a payment.... I have already cancelled the service and most of all bite me. I dare you to call me I promise you will get some words NOT in the bible

  Business Response

  Date: 01/09/2023

  January 9, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:******* ***** ******
  **** ********** ******
  Detroit, MI *****
  
  Case Number:********
  Date of Notice: December 21, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ***** ****** regarding Xfinity service.
  
  On December 21, 2022, I communicated with *** ****** via email regarding her billing concern. Our records indicate payments were not received to the account for the months of April, May, August, and September. Due to the payments not being received, *** ******’s account has had a past due balance carried over each month. The account does reflect a history of late fees being applicable and applied to the account. A late fee is applied when an account is past due every 30, 60, and 90 days. On December 20, 2022, services were suspended due to the past due balance.  
  
  As requested by *** ******, the account was fully disconnected on December 21, 2022. *** ******’s disconnected account does reflect a remaining balance for service charges billed up to December 20, 2022. The account was also billed an unreturned equipment charge for the Comcast equipment. Once the Comcast equipment is returned, the unreturned equipment charge will be removed. The remaining balance reflected on the December 21, 2022 billing statement is accurate. As such, the request for compensation has been respectfully denied. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.
  
  Sincerely,
  
  Chris M.
  Executive Customer Relations
  

  Customer Answer

  Date: 01/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:          Dec 22, 2022 .....I sent money order's/proof showing the payment for April and August, so I only owe, $20...............you know where you can put your fees......it amazes me that an "executive", makes accusations without doing their homework, the xfinity web acknowledges the august payment online..... here is proof the same proof I sent you Dec 22,22.yet you still say i missed these payments.......read em' and weep liars!
  
  
  Regards,
  
  
  
  ******* ***** ****** 
  

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ****************** Appartment 303 on 07/22/2021. Xfinity equipment was returned on 07/24/2022. I was under the impression that once the equipment was returned the contract was terminated. The clerk at the time of returning the equipment didn't tell me that I was still under contract with XFINITY. The new place where I moved did not have contract with Xfinity only with **** and I couldn't transfer the Xfinity service to my new location. There was not verbal ar writing communication from Xfinity after the equipment was returned that I was still under contract. After contacting Xfinity and speaking with *******, a supervisor at XFINITY, he refused to remove those charges. I feel that this is an awful bussiness practice from XFINITY. If I would had been advised at the moment of returning the equipment that I was under contract, I could had probably asked my brother to take over the services until the end of the contract. Im sure I'm not the only person being taken advantage by exfinity. Thanks for your help, but this practice got to stop. I did not move because I wanted, was because my rent was increased by 600 dollars a month.

  Business Response

  Date: 01/06/2023

  January 6, 2023
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:********************************************************************************** 33138
  
  Case Number:18604925
  Date of Notice:December 20, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Our records indicate that ************************* was subscribed to a 24-month agreement for the Superfast Internet package at a monthly promotional rate, which began on July 29, 2021 and was expected to end on July 28, 2023. The offer was subject to a 24-month term agreement effective July 29, 2021 through July 29, 2023. 
  
  We do not have any record of a disconnection being requested prior to a disconnection being completed effective July 24, 2022 as requested. We complied with a request made by **************** to end the 24-month agreement on July 24, 2022. As a result, the early termination fee was applied to the account on July 25, 2022 leaving a final balance. On September 25, 2022, the final balance was charged off to collections. 
  
  We do not have any record of a credit being previously offered and not applied. On December 21, 2022, as a courtesy a credit was applied to the account zeroing out the balance. The credit will not reflect on a billing statement due to the account being closed. 
  
  On December 21, 2022, I spoke with **************** and advised the information above. On December 30, 2022, a ticket was opened to notify collections which will take up to 30 business days to update. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** (****) G.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried contacting Xfinity about the cost of my service and plan and can not get anyone to respond

  Business Response

  Date: 12/30/2022

  December 30, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***** *******
  * ***** ******
  Pelham, NH *****
  
  Case Number:********
  Date of Notice:December 16, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.
  
  On December 19, 2022, I spoke with *** ******* with regard to a billing concern. Our records indicate *** ******* subscribed to a 24-month transitional term agreement for the Standard Plus Double Play. The 24-month term agreement is effective May 23, 2018 through May 23, 2020; however, the promotional rates will remain in effect through May 28, 2020. Standard Double Play includes: Limited Basic, Kids and Family, Entertainment, Sports and News, High Definition (HD), and Performance Pro Internet.
   
  The monthly rate for the first year was effective May 23, 2018 through May 28, 2019. On May 29, 2019, the price increased to the second-year monthly rate, effective through May 28, 2020. At the conclusion of the promotion on May 29, 2020, standard retail rates will apply. Additional services, equipment, or applicable taxes, and fees are not included in the promotion price and are subject to change.
  
  Periodically, Comcast will adjust prices due to increases in programming and business costs. All affected customers received notice of the rate increases prior to the effective date. Customers can also check for changes to their billing using the My Account App and checking their account on xfinity.com. 
  
  Our records indicate that effective December 20, 2022, *** *******’s Standard Plus Double Play, Broadcast TV Fee, Regional Sports Network Fee, and TV Box and Remote increased. *** ******* was notified of the rate increase on his November 22, 2022 billing statement. Please be advised the billing on this account is accurate. At this time, *** ******* declined to make any changes on his account. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
  
  Sincerely,
  
  Jay B. 
  Executive Customer Relations
  

  Customer Answer

  Date: 01/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

  While I accept the response getting it is a disgrace. You should not have to go through thiss trouble to resolve a matter involving an account.

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for service from Comcast for a few years. Today the company would not accept my payment saying I was a third party, My daughter set up this service but has since passed away. The service was not in her name and I have been paying the bill. I would like to know what my recourse is. I was told that there was an ongoing bill that needs attention.

  Customer Answer

  Date: 12/19/2022

  My issue with Comcast has been resolved. My payment has been accepted. I did 
  

  not understand that the Comcast Corp was having ongoing third party issues that 

  could take weeks to resolve.

  
  

  I appreciate the time that you took to provide assistance to me. 

  
  

  Thank you for all that you do.