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

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:09/30/2022

  Type:Delivery 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 been approved for broad band as xfinity told me was covering 30 month on my phone..i ordered a home phone. Was charged. Xfinity apologized and said waived all fees. They did not. Over 100 in 0jone charges as i have canceled

  Business Response

  Date: 10/21/2022

  
  
  October 21, 2022
  
  
  BBB of Metro Washington DC & Eastern ************           
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       *******************
              ****************************************************************************************************************************************** 48047
  
              Case Number:              18148481
              Date of Notice:             October 4, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  On October 5, 2022, I spoke with ************** regarding a billing related concern. Our records indicate that on June 25, 2022, Xfinity Voice was added to the account. The Xfinity ************* was removed from the account on September 14, 2022. I explained that Comcast does not provide customers with telephones, it is the customers responsibility to furnish a telephone to connect to the Xfinity modem. On September 29, 2022, a credit was applied for the Xfinity Voice charges and a late fee. On October 5, 2022, I applied a credit for the remaining balance. The credits will be reflected on the October 11, 2022 billing statement. ************** was advised she has no balance due from her September 11, 2022 billing statement. 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
  
  
  

• Initial Complaint

  Date:09/30/2022

  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.

  Hi, I have been a xfinity Mobile customer now for over 1.5 years. During this time I have tried to connect my Apple Watch to the cellular service which Xfinity claimed to provide. I have spent hours on the phone with customer service trying to connect my watch but was unsuccessful. I was told that there is an issue with the watch so I got a new one but still no luck. I was then told that I need to contact Apple because the watch was either a lost or stolen item and it had to be fixed before they can connect it to their cellular service. That was not the case because Apple provided proof that it was not stolen or lost. Then I was told that it could be the phone and since I was eligible for an upgrade I can upgrade my phone to a new model. So, I did and for extra measure, I also upgraded my watch to the latest Apple Watch 8. Now a y eaer and half later I am still trying to connect my watch. I have not been able to speak with a supervisor to resolve this issue and I have been sent on a wild goose chanse by the customer rep ***** I would like to be released from my contract without any charges and I am willing to return the phone I upgraded to as well. Their false advertising has led me into a contract for a phone that I do not need and a service they do not provide. I spent half a day on calls and on hold without speaking with anyone in a managerial position who can help with this. After being on hold for 2.5 hours, the call drops. Please advice as to what is the best resolution.

  Business Response

  Date: 10/26/2022

  
  October 26, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       *************************
              ******************************************************************************************************************************************************************** 08873
  
              Case Number:                18150129
              Date of Notice:               October 7, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  I made several attempts to contact ******************** via telephone and email. Although I was unable to reach *******************, a review was completed on the account. Our records show services started on October 30, 2020 with one purchased iPhone 12, device id ending **** with a ******** device payment plan (DPP) within $250 Off Price of iPhones -Extended Promotion running from October 16, 2020 through January 4, 2021. On July 21, 2022, we show the device id ending **** was paid in full. On July 21,2022, an iPhone 13 Pro, device id ending **** with a ******** DPP replaced the iPhone 12, device id ending ****.
  
  Our records indicate Xfinity Mobile show ******************** attempted to pair the Apple watch, device id ending **** to his ********************** number ending **** on July 20, 2022. Xfinity Mobile records show we previously advised another watch, device id ending **** and esim ending **** attached to the same mobile line ending ****.
  
  Xfinity Mobile records show on October 1, 2022, the device payment plan balance was paid for the iPhone 13 Pro, device id ending ****. On October 1, 2022, the device was unlocked, and instructions emailed to ********************. Xfinity Mobile did not show any other purchased or active lines other than the iPhone 13 Pro, device id ending **** on the ********************** account prior to the transfer of the number ending **** as on October 7, 2022, a disconnect order created for the number ending **** with the number transferred to ******* for the billing cycle ending November 2, 2022.
  
  Xfinity Mobile records show on July 20, 2022, and August 3, 2022, two credits applied to the billing cycle ending August 3, 2022. I apologize for any inconvenience that *** 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,
  
  
  ********************
  Xfinity Mobile Regulatory Specialist

• Initial Complaint

  Date:09/29/2022

  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.

  Xfinity is billing me one way then charging me another and saying I owe late payments when I have autopay.I always pay my bills on time and this is the only company I have a problem with.It started in July when they did not take out autopay and I got an email I was late, I called and told them they were supposed to do it. I have had autopay for a long time with no issue until then.When I called I explained they were supposed to do it and I shouldn't have had to pay the $25.00 late fee and they did credit it to me but then it went downhill from there.On August 12th I looked at my bill and it said I had a credit for $66.71.On August 21St I called because they did not do the autopay on the 18th again which should have been for $26.22. ($92.93 - $66.71 credit) I also had changed my service to lower my bill.The agent wrongly told me I owed the 92 and I didn't have autopay. It says I do on their site !She actually hung up on me. I called back and spoke to a billing agent who told me she was wrong and in the meantime I paid the ***** online when I was on the phone with the first rude and wrong agent.They were supposed to refund me that payment and I have an email from them regarding but they never did so my credit went up to $159.64 immediately. Now Sept 18th no autopay but of course I have the credit which is larger than my bill and now they are saying I owe $197.22 ! This is crazy and they make it very difficult to get anyone on the phone who can tell me what is going on. I have used this company for years and have always paid on time and I don't like being treated like this. I have emails and screenshots so they cannot deny it.Also there are so many addresses here I don't know which is correct but their phone number is ************

  Business Response

  Date: 10/13/2022

  October 13, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************
  5200 **************
  ***************, ** 33309
  
  Case Number:18144925
  Date of Notice:September 29, 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.
  
  We made several attempts to contact Ms. ******************* to discuss the concern. Although we were unable to reach ************, a review was completed on the account. Our records indicate that ************ has been enrolled in AutoPay and, on June 19, 2022, an automatic payment via checking account ending in **** posted to the account. 
  
  On July 19, 2022, an automatic payment via checking account ending in **** posted to the account. On July 27, 2022, the payment was returned with a returned payment fee. On July 27, 2022, a onetime payment via checking account ending in **** posted to the account. On July 30, 2022, a credit was applied to the account. The credit reflected on the August 27, 2022 billing statement. On July 30, 2022, ************ updated the AutoPay payment method via the My Account website from checking account ending in **** to checking account ending in ****.
  
  On August 21, 2022, a onetime electric fund transfer payment via checking account ending in **** posted to the account. On August 27, 2022, a dispute record amount, which ************ was advised was not a credit, reflected on the account and reflected on the bill dated August 27, 2022. On August 27, 2022, a bill generated covering services from September 1, 2022 to September 30, 2022, with the due date of September 18, 2022. 
  
  On September 27, 2022, a bill generated, and reflected a past due amount with a late fee which had generated on September 27, 2022, in addition to new charges for services from October 1, 2022 to October 31, 2022 with a due date of October 18, 2022. On September 29, 2022, a credit was applied to the account for the late fee that generated on September 27, 2022. The credit will reflect on the October 27, 2022 billing statement. On September 30, 2022, a onetime electric fund transfer payment via checking account ending in **** posted to the account. 
  
  On October 1, 2022, a onetime electric fund transfer payment via checking account ending in **** posted to the account. There is a pending automatic payment via checking account ending in **** for October 18, 2022. 
  
  At this time a refund has been denied as there is no credit balance on the account. In order to address any remaining concerns, contact with ************ is necessary. We apologize for any inconvenience experienced 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,
  
  
  ****** ****** G.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:09/29/2022

  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.

  Im being double charged for a phone and theyre not resolving the issue. Which is sending my account in overdraft. Resulting in extra charges that Id like to be reimbursed for

  Business Response

  Date: 10/05/2022

  October 5, 2022
  
  
  Better Business Bureau
  1337 ****************************************************************** 17102
  
  Re:*********************
  5548 ************
  *******, ** 39206
  
  Case Number:18140290
  Date of Notice:September 29, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  I spoke with ************** on September 29, 2022, regarding the Xfinity Mobile account. Our records reflect ************** placed an order for an iPhone 14 on September 24, 2022. As part of the order process, a pre-authorization for taxes, fees, and other charges is placed, and the payment completed with shipment of the device. Our records reflect a second pre-authorization was requested at the time of order in error, however, no payment completed on the second pre-authorization. Requests for compensation are respectfully denied. I apologized for any inconvenience this may have 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,
  
  
  ****************
  XM Executive Resolutions
  

• Initial Complaint

  Date:09/29/2022

  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 am unable to access my account information to see what my bill is or what data I have used or to make any changes to my account. I have spoken to 9 different customer service reps on the phone and have spent 4 1/2 hours on hold with no resolution to the problem. They just tranfer me back and forth between departments.

  Business Response

  Date: 10/13/2022

  
  October 13, 2022
  
  
  Better Business Bureau
  1337 ****************************************************************** 17102
  
  Re:***********************
  16604 ****************
  ****************** 43920
  
  Case Number:18145120
  Date of Notice:September 29, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************, an authorized person on ***************************** Xfinity account, regarding Xfinity Mobile service.
  
  I spoke with **************** on October 12, 2022, regarding the Xfinity Mobile account. Our records reflect **************** contacted Xfinity Mobile on September 27, 2022, to report **************** was unable to access the Xfinity Mobile account at the Xfinity Mobile website or through the Xfinity Mobile My Account app. On September 28, 2022, our engineering teams were alerted to the issue and reported it as resolved on October 12, 2022. **************** confirmed he can access his account.
  
  As a courtesy on September 28, 2022, an immediate credit was placed on the Xfinity Mobile account, and on October 12, 2022, an additional credit placed to reflect immediately as **************** was unable to access the account to monitor data usage. I apologized for any inconvenience this may have 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,
  
  
  ****************
  XM Executive Resolutions 
  ************** Extension 3052800
  

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service 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.

  This company is not unlocking my old iPhone 8 plus. I purchased a new phone and requested that my old iPhone 8 plus which was paid off be unlocked. They are insisting that it is unlocked but will not provided any proof of this. When speaking to them last they stated they would send an email but never did. I chatted with them today 9/28/2022 and they still claim it is unlocked, however I am still receiving a message on the device that it is locked with the carrier. IMEI is ***************. I researched this and I am not the only customer out there having this problem. This company is refusing to unlock phones because they don't want to lose customers. account number# ********** preferred contact information ********** or ********************* account name is under ***************** (husband name) In 2015, the Unlocking Consumer Choice and Wireless Competition Act made it legal for customers to unlock phones without penalty. Carriers aren't required to make phones unlocked by default, but they do have to give customers a way to unlock them.

  Business Response

  Date: 10/18/2022

  
  October 18, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:       ***************************
              *************************************************************************************************************************************************** 32408
  
              Case Number:                      18145119
              Date of Notice:                     October 4, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  On October 7, 2022, I spoke with ******************************* authorize user on ***************** account. ****************** requested to have the Apple iPhone 8 Plus device IMEI ending **** unlocked. I advised the device has been unlocked effective October 4, 2022. ****************** was advised the device can now be used with a new service provider and to insert an active non-Xfinity Mobile sim card in the device to begin using. ****************** was also advised that if there any issues once he has an active sim card inserted, he would need to contact the new service provider or follow the troubleshooting steps outlined on the Apple support page  https://support.apple.com/. 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,
  
  
  ****************
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 10/21/2022

  [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:09/28/2022

  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 am A business owner and I have Call them to change my name that come up on my client Id because I have Had several client said they not picking up my phone call because its say caki **** when I call. I have Told them to change it for months they say its done but yet to be done. In this process I am Losing several thousand a month because people are not answering the phone because they see that on caller Id. N the phone service on top of that is maybe the worst I every Had. Its just not working for me as a business owner

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  Better Business Bureau
  1337 ******************
  **********,**  17102
  
  Re:       ***********************
              ******************************************************************************************************************** 30127
  
                Case Number:              18139778
                Date of Notice:             September 28, 2022
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by *********************** regarding his Xfinity Mobile service.
  
  Xfinity Mobile investigated Mr. ************ ID concern and found that is outbound Caller ID correctly displays as Mobile Caller. 
  
  On September 30, 2022, I spoke with ************ to address his concerns and apologized for any inconvenience or frustration he may have experienced. During the call, I explained that his Caller ID ********************** Caller display is standard for Xfinity Mobile service and addressed his account service and equipment concerns. I provided ************ with my contact information should he have further questions or require further assistance. 
  
  Should you have any questions or require additional information regarding this matter, please feel free to contact me at **************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions
  **************, Extension *******

• Initial Complaint

  Date:09/27/2022

  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 bank account was hacked so my payments were returned causing my service to be disconnected, On September 23rd, I chatted with an agent named ***** who was able to reconnect my service and assured me it would stay on until Monday September 26th when I would be able to pay my bill. Service came on and then disconnected on the 24th. The managing agent I spoke with today, September 25th, said service could not be restored. Two agents not saying the same thing. I feel I was lied to! I would like my service restored for 2 more days and Id like the ability to pay before it is shut off.

  Business Response

  Date: 10/11/2022

  
  October 11, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:         Case Number:                      18126121
              Date of Notice:             September 28, 2022
  
  
              *****************************
              ************************************************************************************************************************************** 60188
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms.********************************* ********************** service.
  
  On October 4, 2022, I communicated via email with ************** regarding a billing explanation. Our records indicate on September 7, 2022, and September 9, 2022, ************** processed payments to her account via the My Account self-service option. On September 22, 2022, both payments were returned, and the account billed two returned check fees which will reflect on billing statement dated October 10, 2022.
  
  On September 23, 2022, Ms. ****** services were interrupted for non-payment. On September 23, 2022, ************** communicated via online chat with a repair representative who advised the services were unable to be restored without a payment for the past due balance.
  
  The representative transferred ************** to a billing agent to further assist. The representative restored the services as a courtesy without a payment. On September 24, 2022, Ms. ****** services were interrupted for non-payment. On September 24, 2022, ************** communicated via online chat with a repair representative who a payment for the past due balance was needed to restore the services.
  
  ************* was transferred to a billing representative who advised the services were unable to be restored without a payment for the past due balance. During the conversation, ************** requested a voluntary disconnection of her account, and the order was submitted. On September 25, 2022, ************** communicated via online chat and requested to have her services restored and requested a payment arrangement. ************** was advised her account was not eligible for a payment arrangement.
  
  On September 25, 2022, ************** communicated via online with a representative and the voluntary disconnection was canceled per her request. On September 25,2022, ************** scheduled a payment to process to her account on September 27, 2022,and her services were restored. On September 26, 2022, Ms. ****** services were interrupted for non-payment. A scheduled payment will not stop the interruption of services.
  
  On September 26, 2022, ************** communicated via online chat with a representative who restored the services as a courtesy due to the scheduled payment. On September 27, 2022, the scheduled payment failed to process. On October 1, 2022, Ms. ****** services were interrupted for non-payment. On October 2, 2022, ************** communicated via online chat with a representative advised a payment for the past due balance was scheduled to process on October 5, 2022, due to enrollment in automatic payment. The representative restored Ms. ****** services as a courtesy.
  
  On October 2, 2022, ************** scheduled a payment to process on October 3, 2022,which failed to process. During our interaction, ************** was advised her account does not qualify for a payment arrangement and the past due balance will need to be paid in full to restore her services due to multiple returned payments.
  
  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 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
  
  

• Initial Complaint

  Date:09/27/2022

  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.

  Hello,Xfinity is charging me for "unreturned equipment" for a service that was terminated almost a year ago. I also returned the equipment( a wifi router) last December to an xfinity store. The employee in the store said I did not have to sign anything and that they will "scan it and should be good"Xfinity has been charging me for unreturned equipment when the equipment was already returned. I tried contacting customer service multiple times to no avail.I am not sure what documents to upload.Thank you,**********************

  Business Response

  Date: 10/17/2022

   

  
  October 17, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************* ** 19103
  
  Re:                             **********************
                                    **** ********************* 
                                    ************* ** 19135
  
                                    Case Number:              18126036
                                    Date of Notice:              September 28, 2022
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************** regarding Xfinity service.
  
  I made several attempts to contact Mr. ***** via telephone and email. Although I was unable to reach Mr. ****** a review was completed on the account. 
  
  On September 28, 2022, I emailed Mr. ***** and confirmed our records indicate that he spoke with customer service on September 26, *********************************** his complaint. **************** removed the unreturned equipment serial number from the account which adjusted the unreturned equipment fee. Mr. ***** then made a payment for the final balance due for services through August 6, 2022. Comcast has no record of Mr. ***** requesting to cancel services a year ago. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Office
  

• Initial Complaint

  Date:09/27/2022

  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.

  After being a customer with 16 years with **** it was time to look for another cable company because of several issues I had with my services I was paying for and was not getting the service I needed so I called Xfinity and made the decision to move with them and hopefully get the proper services I needed in my home. This has to be one of the worst installs Ive ever seen with any cable company coming out to install services. The technician unsafely installed equipment in my home. All of my previous routers are installed on mounting brackets, 8 feet above in my laundry room. I am disabled from a broken back in two places and cannot get on any ladders to install or mount anything nor have I ever had to do that, in all of my years being a customer with ****. I took pictures of how the tech left everything with wires hanging all over with a he modem barely attached to the wires. Comcast told me I would need to go and buy a shelf and mount it for them to put their stuff ok right. And why should I have to do that. They want to charge customers for installation but then require customers to get on ladders to mount stuff we shouldnt have to do period. My internet hasnt worked since the day it was installed and now I have to call **** back to have them come out and reinstall all of there equipment just for me to be comfortable in a safe home. Worst decision I could have ever made was switching to Xfinity.

  Business Response

  Date: 10/11/2022

  
  October 11, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************************
  7914 *********************
  *************, ** 33437
  
  Case Number:18062486
  Date of Notice:September 28, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On October 4, 2022, I spoke with ********************** regarding her reported account concern. Upon review of the account, I confirmed the services were installed as scheduled on September 20, 2022. I also confirmed that the Ms. ********** TV boxes and modem were online, and the signal levels are within Xfinity specifications.
  
  Our records indicate that on September 21, 2022, the installation fee that was applied to the account on September 20, 2022, was reversed as a courtesy. This adjustment will appear on the October 16, 2022, billing statement. On September 22, 2022, another technician visited the home and offered to relocate the modem, but ********************** declined the offer. On October 5, 2022, the technical operations supervisor informed ********************** that Xfinity does not provide brackets or shelves with the service. If ********************** needs brackets or shelves, she would have to purchase them and get them installed herself for this is beyond the scope of the services that Xfinity provide. I apologized for any inconvenience that *** 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,
  
  
  ****************
  Executive Customer Relations