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

  4008 N DuPont Hwy New Castle, DE 19720-6314

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  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

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  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:11/28/2022

  Type:Order 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 Xfinity is deliberately capping data usage at 1.2 TB for customers that own their own equipment but providing unlimited data to customers that rent their equipment. The data after 1.2TB is charged in increments of $10, up to $100. This is clearly troublesome that they are extorting customers to rent their equipment or pay for unlimited usage, they have created a two-tiered system.

  Business Response

  Date: 12/16/2022

  December 16, 2022
  
  Attn: Complaint Department
  Better Business Bureau
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***************************
  **** *************
  Houston, TX *****
  
  BBB File Number:        ********
  Date of Notice:             November 28, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****************************
  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in **. *******'s area. Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 368 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per 12-month period, during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1] If the threshold is exceeded a second time within 12 months, no further courtesy months will be provided. Our records reflect **. *******’s account used the first courtesy credit under the 1.2 TB policy for overages in October 2022,which was posted to the November 28, 2022, billing statement.
  
  Affected customers were notified of the data usage plan policy via USPS mail and/or email approximately one month prior to its implementation. New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcast’s Xfinity Residential Services Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the Xfinity Residential Services Agreement. In addition, details of the policy and frequently asked questions are available for review online,[6]and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.
  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to *** ******* when he was approaching, had reached, and exceeded his 1.2 TB threshold.
  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month. ***********, an independent auditor of the accuracy of ISP data usage meters, has published a report analyzing Comcast’s methods to obtain accurate data readings and assigned its highest rating of ‘Excellent’ to Comcast’s usage meter. The most recent *********** report can be viewed at ******************************************.
  
  As *********** has noted, there are many sources of unexpected consumption that may contribute to a household’s monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household. This automation is typically implemented for the user’s convenience and protection, but the Internet traffic it generates may be significant.
  
  File-sharing applications: Peer-to-peer (P2P) file-sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic. P2P sharing applications may operate in the background of a user’s network and devices, exchanging large amounts of data over the Internet without the user’s knowledge.
  
  Cloud storage services: Many cloud storage services – such as ****** Drive, ********, Box, Dropbox, and ****** – are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security-related issues:Unexpected traffic may be caused by security compromises affecting a user’s PC, mobile device, or wireless gateway. Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors. These attacks may result in significant data use. As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose. Comcast merely tracks the aggregate data transmitted to and from a customer’s modem without identifying particular types of traffic and their corresponding uses.
  
  On November 29, 2022, a Comcast Customer Security Assurance technician attempted to contact *** ******* to advise him of the aforementioned information. Unfortunately, all attempts to contact *** ******* were unsuccessful. The technician left a message providing his contact information so that *** ******* can contact him with any further questions or concerns.
  
  We apologize for any inconvenience *** ******* may have experienced while attempting to resolve his concerns. We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  Customer Security Assurance
  
  [1] ********************************************************. For courtesy months, any overage charges are credited on the customers billing statement.
  [2] ************************************************************************
  [3] *************************************************************** 
  [4] ********************************************************************
  [5] ************************************************************************* 
  [6] ********************************************************
  [7] These tools are available at ******************************************************************.
  [8] ****************************************************************************** 

  Business Response

  Date: 12/20/2022

  December 16, 2022 

  Dear Sir or Madam:  
  

  This letter responds to the above-referenced complaint submitted to your office by *** ****** *******.  Please note that *** ******* voluntarily disconnected his Xfinity account effective November 30, 2022.  
  

  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per  month for all of its residential Xfinity Internet customers in *** *******’s area. Effective July 1, 2020,  Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses  only 368 GB per month. Those very few customers who wish to use more than 1.2 TB per month are  provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for  “xFi Complete” for $25 per month (which currently includes unlimited data, advanced security, and the  monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per 12- month period during which they will not be charged for exceeding the 1.2 TB data usage threshold.1If  the threshold is exceeded a second time within a 12-month period, no further courtesy months will be  provided. *** ******* exceeded his data usage threshold in October 2022 and received a courtesy month  credit for this overage. *** ******* again exceeded his data usage threshold in November 2022 for which  he incurred an overage charge.  
  With respect to *** *******’s equipment concerns, Comcast supports customer-owned equipment and  customers need not lease an Xfinity Gateway for their Xfinity Internet service. Comcast provides a list of  compatible modems online for all Xfinity Internet customers to refer to should they wish to purchase a  new modem from a retailer.2 The $30 per month unlimited data option is available to all Xfinity Internet  customers regardless of whether they lease their modem/gateway from Comcast or instead choose to use a  modem/gateway they purchase at retail. Customers who choose to lease their modem/gateway from  Comcast, can sign up for Comcast’s xFi Complete package, which provides customers with an advanced  xFi Gateway and access to all of the xFi features, including xFi Advanced Security.  
  

  Affected customers were notified of the data usage plan policy via U.S.P.S. mail and/or email  approximately one month prior to its implementation. New customers are informed whether a data usage  
  1 ********************************************************. For courtesy months, any overage charges are credited  on the customer’s billing statement.  
  2 **********************************************************************
  ************************** 
  

  plan applies to their area during the purchase process, and the policy also is clearly disclosed in  Comcast’s Xfinity Residential Services Agreement,3 Xfinity Internet Broadband Disclosures,4 as well as  its Xfinity Internet Additional Terms5 and Xfinity Internet Acceptable Use Policy,6 which all Xfinity  Internet customers agree to abide by as part of the Xfinity Residential Services Agreement. In addition,  details of the policy and frequently asked questions are available for review online,7 and all new  customers and customers who accept a new service contract receive a confirmation email that includes a  link to the data usage policy during the first week of their contract.  
  

  A Comcast Customer Security Assurance (CSA) technician made several attempts to contact *** *******  to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician  verified that *** *******’s modem was properly assigned and provisioned for his account and that the  data usage recorded for the *** address associated with Curtner’s modem was correct. The technician  left messages with his direct contact information should *** ******* have further questions regarding this  matter. 
  

  Please feel free to contact us should you have any questions or require additional information regarding  this matter.  
  

  Sincerely, 
  Comcast Customer Security Assurance 
  ###-###-#### 

• Initial Complaint

  Date:11/28/2022

  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 went to this location beginning of october to change plan. Not only did the guy sign me up for super fast internet for an additionasl $25 a month with out my knowledge, he didnt give me the new modem so i had to drive back again to get. ive had problems with this locotion before. I will be charged tomorrow nov, 28th for $111.13 which is not was i was told my bill would be. its supposed to be $79 a month. Im constantly having to check my account for other charges, not to mention my bill is different every month. Tired of it!!!

  Business Response

  Date: 12/06/2022

  December 5, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*********************
  293 ***************
  ********, ** 97233
  
  Case Number:  18468712
  Date of Notice: November 28, 2022
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On December 1, 2022, I spoke with ************ and confirmed she is currently subscribed to a 12-month agreement for the Superfast Internet package, which includes: Superfast Internet. Additional services and modem are not included in the package price. This package was effective November 10, 2022, and will expire on November 12, 2023, at which time, retail rates will apply. 
  
  During my conversation with ************ on December 1, 2022, she agreed that the Superfast Internet package is what she is requesting. Our records indicate ************ upgraded her modem on October 9, 2022. ************ indicated that she did not want the Xfi Complete Gateway charge and just wanted the modem rental charge, which was promptly changed, as requested on November 10, 2022. This was the same day the charge was added; therefore, no additional charges were incurred. As a result, the credit request is unjustified and has been respectfully denied.
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience experienced 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,
  
  
  ****************
  Elite Customer Experience
  

  Customer Answer

  Date: 12/06/2022

  [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:11/23/2022

  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.

  My internet keeps crashing.I’m not getting services I am paying for.I work from home and have been losing pay because of this.tech came to the house,asked if I paid my bill,I advised it comes out of my bank automatically.he said my services were disconnected at the pole and he reconnected.I also set up a new modem provided by Xfinity when I was unsuccessful with calling the customer service line.internet restored by tech after 2 days of no service.today Wednesday 11/23 internet went out again at 9:15 am.called,was told new modem is “ experimental “ and a tech would again need to come out.These service calls are 100.00 each….These issues are caused by their inadequate services I am paying for.I’ve been requesting to speak with a supervisor and I get left on hold then transferred to a a different department or am refused a supervisor.I am paying for services I am not receiving. paying for services I am not receiving.

  Business Response

  Date: 12/19/2022

  Tell us why here...December 19, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ******** ********
              **** ******** ****
              Mount Dora, FL *****
  
                Case Number:                    ********
              Date of Notice:             November 23, 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 12, 2022, I spoke with ************************************* wherein a service visit to address the service issue was refused. On November 20, 2023, and November 23, 2022, service visits were scheduled during which time the technician diagnosed and corrected the service issue by replacing a drop connector, drop ground block, drop splitter, and internal wiring.
  
  On December 12, 2022, a credit was applied to the account for service issues on November 19, 2022, November 29, 2022 and for a service visit fee. All credits are expected to reflect on the billing statement dated January 13, 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,
  
  Yolanda R.
  Executive Customer Relations
  

  Customer Answer

  Date: 12/20/2022

  [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:

  The representative stated I was being billed the service call fee because wiring inside my home was addressed by the service tech.I advised nothing inside my home was touched and that the service tech told me the issue was with a component on the pole outside which was tended to once he climbed the pole and fixed whatever it was.The issue was with Xfinity's property and nothing of mine.

  The representative advised me that she would make a "one time courtesy" of removing the service fee and accused me of either dishonesty or not understanding what happened during this service call.

  Again I asserted nothing inside my home was touched or repaired by the service tech and he even explained that the issue was with their equipment and not mine and if I ever needed to have another service call,I would be recording the entirety of that service call so there would be no further "misunderstanding".

  To which the representative stated she "would hate to see legal action be taken " against me for doing so.

  So I file a legitimate complaint and get threatened with legal action and accused of lying?

  And I have no way to protect myself against incorrect service billing???IN MY OWN HOME??? 

  I have yet to see the service fee removed from my account as well as the refund for services not received as result of their equipment being faulty.

  I respectfully request to leave this complaint open and unresolved until I have received the removal of the service fee and the promised refund for services I paid for and did not receive due to their faulty equipment.

  Regards,

  *********************************

• Initial Complaint

  Date:11/23/2022

  Type:Billing 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.

  The issue began back in January. I was approved for the Affordable Connectivity Program (***) and was trying to switch my Comcast account over to the Internet Essentials plan which would have been completely covered by the *** payments. I was dealing with Comcast's overseas phone center. I was told I had to pay my account balance down to $0 before my plan could be switched. I paid off my balance and called back. I went through the process again and was told my plan would be changed. She told me if I wasn't happy with the new, lower speed that I had 30 days to change my plan again at no cost. The very next day I received an email stating that my account was past due. I had been charged almost $200 instantly and some of it was considered past due already. I called back and after explaining the situation to another customer support agent in the call center, I was transferred through several agents but was finally told by the last agent that the issue had been corrected and my account would reflect the changes soon. It never happened. I continued to call and use live chat. For the first few months it always ended with them assuring me the issue was resolved and the bill would change to reflect the correct prices. The last time I dealt with the online support, the lady told me I was lying and that there was no such plan. Having had enough, I drove to the Comcast office in Muncie. The support person examined the file, agreed that I shouldn't have been charged, but was unable to fix the issue. I made an appointment for the following Monday so I could talk to a supervisor since none was present that Saturday. At the appointment that Monday, I didn't get to meet the supervisor but the support person had a page of instructions for how to fix it. She backdated a cancelation order for the account and created a new account. I was told I would not have to pay the balance on the old account and to return the equipment or I would be charged. A collection agency may now be involved.

  Business Response

  Date: 12/09/2022

  
  December 9, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 ***************************************************, Suite 1330
  ************, ** 19103
  
  Re:***********************
  710 North 26th Street
  **********, IN 47362
  
  Case Number:        18453490
  Date of Notice:       November 23, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. *********************** regarding Xfinity service.
  
  On December 2, 2022, I spoke with ************** regarding a billing adjustment. Our records indicate that ************** previously subscribed to the ********* and Connect More Internet at standard retail rates at account ending in ****. The package included a multi-product discount. Equipment, taxes and fees are not included in package price.
  
  On January 7, 2022, **************** account was transitioned to the Xfinity Assistance Plan (***) due to a past due balance. Internet customers who are enrolled in the Affordable Connectivity Plan (***) are automatically downgraded to *** on their interruption date rather than being disconnected. 
  
  The plan ensures customers stay connected by transitioning them to the Xfinity Internet service at a reduced price per month. They are not charged for equipment rental, but taxes and other fees still apply. Affected customers lose their Xfinity TV and Xfinity ***** services. This transition is reflected on the statement dated January 15, 2022. 
  
  ************** remained on the *** until February 23, 2022, when a payment was processed, and all services were restored shortly thereafter. On March 18, 2022, a change of service was processed, and the account was enrolled in a 12-month contractual agreement for the Connect Internet effective from March 18, 2022, through March 18, 2023.
  
  The package included a contract discount effective from March 18, 2022, through April 18, 2023. The change of service generated a prorated credit for services billed from March 18, 2022, through April 18, 2022. The billing statement dated April 15, 2022, generated, and reflected a past due balance. On May 8, 2022, the account was transitioned to the *** due to a past due balance. On May 9, 2022, the *** was removed from **************** account. The billing statement dated May 15, 2022, generated, and reflected a past due balance.
  
  On June 7, 2022, **************** account was transitioned to ***. The disconnection of the account was entered on October 24, 2022. The representative backdated the disconnected date to August 1, 2022, which generated a prorated credit. The disconnection of the account was reflected on the October 24, 2022, billing statement. On October 25, 2022, the unpaid balance was referred to a collection agency. I verified the account was billed correctly for the subscribed services. 
  
  On October 24, 2022, ************** restarted his services with account ending in **** at the same location. ************** subscribes to Internet Essentials with no additional charge for equipment. On October 25, 2022, ************** was approved to receive the *** Benefit. On October 26, 2022, and November 18, 2022, credits were applied to **************** account to compensate for the *** benefit. The credits were reflected on the November 20, 2022, billing statement.
  
  On December 2, 2022, I applied a one-time courtesy credit to **************** account ending in **** for the remaining balance owed. As the account is disconnected no future billing statement will generate. The collection agency was notified of the updated status of the account. ************** was provided my direct contact number should he require additional assistance. 
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  
  **************** 
  Executive Customer Relations 

  Customer Answer

  Date: 12/10/2022

  [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:11/22/2022

  Type:Customer Service 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 had requested my service to be disconnected due to increase in bill. I was told that my contract had ended so I moved to att but then when o contacted agai. To Xfinity they told me there would be 110 early termination fees and increase was due to modem rental I have my own modem and I could have just used that. This was real bad customer service as I was customer to them for over 12 years and if I was provided correct information I would still be with them

  Business Response

  Date: 11/29/2022

  November 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    ***********************
           **** ***************
           Fort Lauderdale, FL *****
  
           Case Number: ********
           Date of Notice: November 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.
  
  Our records indicate that *************************** was subscribed to the Gigabit Extra Internet at a promotional rate for 24 months effective August 31, 2021 to September 5, 2023. The offer was subject to a 24-month term agreement effective August 31, 2021 through August 31, 2023. On August 28, 2021, ************** successfully went through the customer approval process and provided his consent via text message. 
  
  Monthly charges may be reduced by a monthly discount for signing up for EcoBill paperless billing and AutoPay. The monthly discount will be higher if enrolled in EcoBill and AutoPay using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in EcoBill and AutoPay. 
  
  We complied with a request made by *** ***** to end the 24-month agreement on November 4, 2022 with the billing stop date of October 26, 2022. As a result, the early termination fee(s) applied to the account on November 5, 2022 is valid, leaving a final balance.
  
  On November 18, 2022, a credit card payment posted to the account leaving a zero balance. On November 23, 2022, I spoke with *** ***** and explained the information above. We confirmed that *** *****’s own modem was removed from the account. 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,
  
  Shelly-Ann S.
  Executive Customer Relations
  

• Initial Complaint

  Date:11/22/2022

  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 an old Comcast account on September 20, 2022 because I was not able to get the affordable connectivity program verified on that account that was in my ex wife’s name as well an my name. Via email this was verified from Comcast. Upon calling into customer service I was advised to cancel that account and open I new account in just my name. Which I did in the store in Joliet, Illinois on Sept 20, 2022. I also applied for a new application to the affordable connectivity program while in the store. After leaving the store I called into Comcast’s department that deals with the affordable connectivity program approved applications to have it added to my account. I explained this was a new application ID and that the old one needed to be closed. They put me on hold to do this. It was also verified through the text message process. A few days later I received a text alert that everything was completed. A month later when my new bill generated I Kroger I still haven’t received the $30.00 monthly credit to my account. So I called in to find out the application wasn’t verified due to a duplicate application error. So I was out on hold again and told it was closed out this time and I had to re verify my new application again. I was given a $30 adjustment to my bill. Over the next few days I kept calling in having to go over this process again and again. Finally I was told it was being sent to the “back office” team to have it fixed. That was mid October. Now my third bill generated with no credit from the ACP. I called in again to find out their “back office” never touched the account and I have to verify the process all over again. This time I got the actual ACP program ok a 3 way call to explain to Comcast foreign customer service ACP department that the issue was ok Comcast’s side not with the ACP itself. So I had to verify my account now again for the 3rd month in a row only to find out it was cancelled again due to a duplicate error message with no callback.

  Business Response

  Date: 12/05/2022

  December 5, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *********************
              *** ******* *****
              Joliet, IL *****
  
                  Case Number:                      ********
              Date of Notice:             November 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.
  
  The Affordable Connectivity Program (ACP) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under ACP, current and new?Xfinity Internet customers who verify their eligibility through the Universal Service Administrative Co.’s National Verifier?and then enroll in ACP with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process. More details about ACP with Xfinity are available at Xfinity.com/acp.
  
  On April 28, 2022, *** ***** was approved for the ACP on his previous account. On September 20, 2022, *** ***** transferred services to his current residence. We are unable to confirm what *** ***** was told by a representative in store but the ACP benefit does not transfer automatically and requires the customer to update their information with the National Verifier, confirm their application ID is valid, and then apply for the ACP through Xfinity at the new address.
  
  On September 21, 2022, October 1, 2022, and November 19, 2022, *** ***** submitted ACP applications that were rejected with a duplicate subscriber error message. On November 22, 2022, I spoke with *** ***** to confirm the above and he submitted a new ACP application that was approved. On November 30, 2022, the first ACP credit was applied to his account and will reflect on the December 16, 2022, billing statement.
  
  On October 27, 2022, a courtesy credit was applied to *** *****’s account and reflected on the November 16, 2022, billing statement. On November 30, 2022, an additional courtesy credit was applied to the account and will reflect on the December 16, 2022, billing statement. I apologize for any inconvenience that has been experienced.
  
  Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.
  
  Sincerely,
  
  Greg M.
  Executive Customer Relations

• Initial Complaint

  Date:11/20/2022

  Type:Customer Service 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.

  We have been a Comcast customer for 28 years. Our service was suspended due to not making a payment.Due to health issues this year. I understand that part. We have not had service since September 2022. So I only owe 2 months. Yet they continue to bill every month. I was told at the store we owe $ 767.42. Yet they’re billing me $1101.42. My wife has called them multiple times getting different info every time she calls. They turned on service for one day so we could apply for a $30.00 credit for internet service. We were never offered payment arrangements on the $767.42. Now today she was told November 20th that they did a hard shutoff. Whatever that means. She has been lied to. At times they have been rude. She even asked to talk to a supervisor and she had a difficult time understanding her. Their customer service is not helpful at all. We went into the store to try and deal with this. That was a waste of time. They have not explained why we continue to be billed for service that we can not use. We feel they only want new service and don’t care about someone who has been a loyal customer. We would like them to correct the billing issue for us to keep using Comcast. I can’t believe how they treat their customers. It’s very sad. If need be I will turn in the equipment and not pay. Thank you for your time.

  Business Response

  Date: 11/25/2022

  November 25, 2022
   
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA  19103
  
  Re: ***********************
  ***** ***********
  Warren, MI  *****
  
  Case Number:    ********
  Date of Notice:   November 20, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On November 25, 2022, I spoke to ***************************, who is authorized on the account, regarding a billing explanation. Our records indicate **************** was subscribed to ************ at a promotional rate effective August 22, 2022, through September 15, 2023, after which time it would transition to its next tier promotional rate effective through September 15, 2024. The offer included a 12-month contractual agreement effective August 22, 2022 through August 22, 2023, and was subject to an Early Termination Fee. Further review of the account reflects the billing statement issued on August 3, 2022, reflected a 60-day past due balance and 30-day past due balance that were due upon receipt and a new charge due by August 24, 2022. Payment was not received, and the account was placed in a nonpayment interruption on August 25, 2022. On August 27, 2022, **************** made a partial payment, and the account was reactivated on August 28, 2022. The billing statement issued on September 3, 2022, reflected both 60-day and 30-day past due amounts that were due upon receipt and new charges due by September 24, 2022. 
  
  On September 10, 2022, the payment received on August 27, 2022 was returned, and as a result, a Returned Payment Fee was applied to the account that same day. The returned payment and Returned Payment Fee were reflected on the October 3, 2022 billing statement. On September 11, 2022, the account was interrupted for nonpayment. On October 2, 2022, as a courtesy, the account was reactivated without a payment being made. The billing statement issued on October 3, 2022, reflected 90-day, 60-day and 30-day past due amounts that were due upon receipt and new charges due by October 24, 2022. 
  
  On October 3, 2022, the account was once again interrupted for nonpayment. On November 2, 2022, the account was disconnected with a stop billing date of October 3, 2022. On November 2, 2022, a valid Early Termination Fee (ETF) was assessed as a result of **************** services being disconnected prior to the conclusion of her 12-month term agreement date of August 22, 2023, and Unreturned Equipment charges. The balance for services rendered through October 3, 2022, ETF and Unreturned Equipment fees reflected on the November 2, 2022 billing statement. 
  
  Comcast records reflect that on November 15, 2022, an unreturned wireless gateway (serial number ending in ***** was removed from the account and an Equipment Charge Reversal Adjustment was applied to the account. The reversal will be reflected on the December 2, 2022 billing statement. The account currently reflects Unreturned Equipment fees for an unreturned DVR, Wireless Gateway, and a Legacy TV Box. Once *** ****** returns the Comcast-leased equipment either via an Xfinity Store or *** Store the connected charges will be reversed. *** ****** has been billed correctly, and proof of payment is required to clear the outstanding balance. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust 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) 642-4869 Extension *******.
  
  Sincerely,
  
  Eric G.
  Executive Customer Relations
  

• Initial Complaint

  Date:11/18/2022

  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.

  In September 2022 I disconnected my service with Xfinity Comcast. While reviewing my bill, I noticed that I was paying for a TV package for over 14 months. I never had cable only Internet. I contacted Xfinity because I needed my service disconnected because I was moving into another city. Xfinity told me it was negligence on their end and somebody shouldve contacted me over a year prior to that they gave me a credit of over $567 to my account. prior to this incident Xfinity, disconnected my service before my move-in date so I was already frustrated due to that because I told him to disconnect my service on the day of my move-in day. Within a week later after my move-in date, I received a refund of $77 to my cash app account. I called Xfinity the next day and they explained to me that the rest would be sent in increments. I waited 7 to 14 business days after the end of September, I never received anything or any funds after 14 business day I contacted Xfinity again and Xfinity informed me that three payments were sent to my cash app account and to contact my bank. I contacted my bank and they explained to me they never received the funds and which I provided screenshots of that conversation they resubmitted my refund from Xfinity so I waited another 7 to 14 business days. Here comes October and I never received anything again contacted them at the end of October, and it basically told me that the funds were gone and there was nothing they could do. I reached out to Comcast corporate in which they opened a corporate case after 2 1/2 months of figuring out where this money is corporate, informed me that the funds were sent and they couldnt do any more, I have no idea where these funds were sent to. Im missing over $300 and my bank does not receive anything from Xfinity in which I have screenshots, phone recordings, and emails. I have spoken to over 30+ people and no one is willing to help me locate the money they sent my money to someone else.

  Business Response

  Date: 12/02/2022

  December 2, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *******************************
  **** **** **** ****
  Bradenton, FL *****
  
  Case Number:    ********
  Date of Notice:   November 18, 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 November 29, 2022, I spoke with ******************************* regarding a refund request. That same day, I partnered with our Finance team, who was able to confirm, on September 21, 2022, four payments were reversed to **. ********** credit card which is the way they were received, and the credit balance refund was issued on September 23, 2022. All reflected on **. *********’s October 3, 2022, billing statement.
  
  *** ********* was advised she will need to speak with her banking institute, at which time she informed her bank account was closed. Per our Finance Team, *** ********* was advised to request a letter and final bank statement from the bank reflecting the account was closed at the time of refund and that no refund was received. I apologized for any inconvenience that may have been caused while attempting to resolve this matter. 
  
  I trust 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,
  
  Yolanda R.
  Executive Customer Relations
  

• Initial Complaint

  Date:11/16/2022

  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 upgraded my phone at the store. Purchased a new phone which they took the money out of my account within minutes. I however, waited five days for the phone to activate, something that should have taken minutes, I went back to store to exchange phone for a different one and they told me it wasn't activated yet in their system. Refused to let me exchange the phone "until it shows activated" in their system. Manager ***** was very rude, condescending telling me "I don't see the problem you have a working phone" I showed him that the phone was activated but he said their system doesn't show it and I would have to keep this phone until it shows up in their system. Today marks one week since this process started and I have received no word from them on whether it is fixed or not.

  Business Response

  Date: 12/01/2022

  December 1, 2022
  
  
  Better Business Bureau
  1880 ***************************************************, Suite ****
  ************, ** 19103
  
  Re:       *************************************
              ********************************************************************************************************************************************* 48035
  
              Case Number:              18380025
              Date of Notice:             November 16, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding Xfinity Mobile service.
  
  Our records indicate that ************************* purchased a ****** Pixel 7 on November 2, 2022. ************************** wanted to initiate an exchange for a different device and was unable to due to a stuck order.
  
  On November 16, 2022, the stuck order was completed, and a return was initiated. On November 16, 2022,she sent the device back via ****** and was received by the warehouse on November 17, 2022.
  
  On November 17, 2022, I spoke with ************************** regarding her Xfinity Mobile concern and explained the above-aforementioned information. I advised her once the device was graded,I would follow up with her to confirm the device is removed from her account.
  
  On November 18, 2022, I reconnected Ms. ************ previous purchased ******* Galaxy Note 20 to use with her phone number.
  
  On November 23, 2022, a refund was processed for the purchase of the ****** Pixel 7.
  
  On November 30, 2022, I followed-up with **************************, and she confirmed she received the refund successfully. I applied credits to her account to offset the line activation fee on the December 14, 2022 billing cycle, and for the delayed resolution, which was for the November 14, 2022 billing cycle. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **********
  XM Executive Resolutions

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  There was a payment of $500.44 paid on my behalf by Covid-19 rent relief program on 6/27/22. The payment was cashed by Xfinity with invoice #******-**** but the credit was not applied to my account. I have made several attempts in regards to the missing payment but Xfinity has not provided me with an update of their investigation. However, they have been disconnection by my services for the past 3 months and charging me an extra $60+ to reconnect my services. I provided the number of the third party company whom made the payment on my behalf and Xfinity has yet to contact them in regards to this matter.

  Business Response

  Date: 11/29/2022

  November 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *********************************
              **** ***** ********* ***
              Antioch, CA *****
  
              Case Number:              ********
              Date of Notice:             November 14, 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 November 21, 2022, I spoke with ******************* regarding a billing related concern. I advised ******************** on November 21, 2022, that our payment services department was able to find the missing payment that was made for her behalf by the California Covid-19 Rent Relief Program and has been applied to her account as of November 21, 2022.
  
  Our records indicate that the payment was applied to the account on November 21, 2022. This payment was misapplied due to the wrong account number being listed on the check from the California Covid-19 Rent Relief Program.  
  
  Our records indicate that the customer was charged a reconnect fee from a soft disconnection that occurred on June 29, 2022; September 29, 2022, and October 29, 2022, due to nonpayment on the account. A credit was applied to the account on November 22, 2022, for activation and late fees. This credit will be reflected on the December 07, 2022, billing statement.
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  Shandi R******
  Executive Customer Relations
  

  Customer Answer

  Date: 11/29/2022

  [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,
  
  *********************************