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

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  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:09/23/2022

  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.

  Xfinity mobile keeps charging me for services I do not have. I have spoken with them and my bank yet they continue to charge my bank account.

  Business Response

  Date: 10/07/2022

  
  October 7, 2022
  
  
  Better Business Bureau
  1880 ***************************************************, Suite ****
  ************, ** 19103
  
  Re:       *******************
  345 *******************
  ************  43906
  
                Case Number:                    18118269
              Date of Notice:             September 23, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  Our records indicate Xfinity Mobile service was activated on November 20, 2018, with one line of service on the By the Gig shared data option. On November 23, 2018, a second line was added to the account on the By the ******** option.
  
  On August 2, 2022, one of the lines was cancelled and on August 17, 2022, the second line was cancelled. Xfinity Mobile bills in arrears. On September 12, 2022, ************** credit card was billed for service charges and Data used from July 23, 2022 until August 2******.
  
  On September 29, 2022, I spoke with ************, an authorized user on the account in question, regarding her billing-related concern. I explained the above information. ************ stated there are charges on her bank statement from Xfinity Mobile, which are inconsistent with the amounts she was billed. I advised ************ to dispute the charges with her financial institute as Xfinity Mobile records do not reflect said amounts on the Xfinity Mobile account. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** 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:09/22/2022

  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.

  We had an outage in our area that began Monday afternoon. We received a text at 8:45am on Tuesday stating services had been restored, but ours were still not working. I reached out multiple times to Xfinity explaining the outage and they continued to tell us to restart our modem, stating it was likely an issue with our equipment. Then they sent out a technician on Wednesday. The technician told us that a box down the street was never switched back on from the outage and that's why we didn't have service, which makes sense seeing how this started because of an outage. The technician said he put in a work order and that our internet would be restored in 2-3 hours. He then asked to borrow our brand new can of Wasp spray so he could spray the box in our yard and take a look. The technician said he was updating our box (at no charge to us) and had to re-run the cable outside. He left a huge pile of dirt in our neighbor's driveway, as well as now a cable that is running in both ours and our neighbor's yard. He said a different technician would be by in an hour or two to cover the cable. He put our wasp spray in his truck and left. Not only did he steal from us, but he lied because a technician never came by after him last night and I assume the switch down the street wasn't flipped because here we are another 24 hours later without internet. I contacted Xfinity last night and was told the issue would be escalated and I would be contacted in 2-4 hours, didn't happen. I had to call once again today for at least the 10th time between chatting and calling this week. I asked to cancel service and be refunded for the time we have been without service, I want someone to come bury the cable as promised, as well as refunded $8 for the spray that their technician took from our house. I was told I was in a contract and it would be $80. I told her that if they aren't providing the services in said contract then I should be able to terminate. Still waiting for internet.

  Business Response

  Date: 10/05/2022

  
  October 2, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*********************
  166 ***************
  *******, ** 39110
  
  Case Number:18064530
  Date of Notice:September 23, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ********************* regarding Xfinity service.
  
  On September 19, 2022, **************' service was affected by an outage in her area, causing the loss of service for multiple customers. On September 19, 2022, Comcast's maintenance team identified and corrected the issue causing the outage by repairing damaged fiber line. A service visit was completed on September 21, 2022, wherein the technician replaced the drop servicing the residence and identified an issue at the tap and referred the issue to our maintenance team. This referral was completed on September 21, 2022, with an underground line issue identified and a temporary line ran. New drops are generally scheduled to be buried within 14 days of being referred for burial, which was submitted September 21, 2022.
  
  On September 26, 2022, I spoke with ************** advised of continuing services issues. I confirmed a visit scheduled for and completed on September 26, 2022. The technician identified the service issues as being caused by ************** customer-owned equipment and recommended she get a new modem or lease a unit. On September 27, 2022, ************** attained a leased modem, and its lease charge was added to her account. Follow-up with ************** has not been successful since our discussion on September 26, 2022. Review of signal to equipment confirms delivery of service is within specification.
  
  On October 2, 2022, I applied a credit for the service issues experienced and for the wasp spray. This credit will reflect on the October 15, 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:09/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paying 250 and now my bill has gone up to 450.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       *********************** *****
              ************************************************************************************************************************************ 38018
  
              Case Number:              18059963
              Date of Notice:             September 22, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** ***** regarding Xfinity service.
  
  On September 30, 2022, I spoke to ************** regarding a billing explanation. Comcast records reflect that the account started falling behind on payments beginning with the October 8, 2021, billing statement. This statement and subsequent billing statements were not paid by their due dates, and some statements were not paid in full.Additionally, the account had numerous Video on Demand rentals and purchases,which increased the monthly billing.
  
  On February 23, 2022, ************* accepted a 12-month installment plan for the past due balance, with monthly installments to be added to the following 12 billing statements. The first installment was reflected on the March 8, 2022, billing statement. The billing statement was paid in full on March 11, 2022. The next billing statement was generated on April 8, 2022, with a due date of April 29, 2022. A partial payment was received on May 5, 2022. The May 8, 2022, billing statement generated, forwarding the previous balance in addition the new monthly charges.Two partial payments were received on May 19, 2022, and June 3, 2022. The carryover balance and new charges were reflected on the June 8, 2022, billing statement. Two partial payments were received on June 30, 2022. On July 1, 2022, one of the payments received on June 30, 2022, was returned to the originating account.
  
  The July 8, 2022, billing statement reflected a carryover balance and new monthly charges. A partial payment was received on July 29, 2022. The billing statement issued on August 8, 2022, reflected a carryover balance and new monthly charges. We received a call from the account holder on September 8, 2022, wherein they advised they would be paying the balance in full as reflected on the August 8, 2022, billing statement. A partial payment was received on September 8, 2022. The September 8, 2022, billing statement reflected a carryover balance and new charges. On September 8, 2022, a request was received from the account holder to disconnect the account. The disconnection order was completed on September 18, 2022, with stop billing date of September 8, 2022. The closure of the account caused the remaining installments to be assessed onto the account. On September 26, 2022,a partial payment was received for the remaining balance due. Proof of payment is required to clear the remaining balance. 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:09/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not had cell phone service for 5 days. Xfinity mobile offers no answers as to why they suspended my service and my phone will not make calls or texts or receive any. I pay my bill on time every month with autopay. The customer service always rushes you off the phone with no explanations, they simply give you the run around and tell you it will work and to wait a set time but it never works. I have spent 10+ hours on someone elses phone with them trying to reach a resolution and I still do not have a working phone. As someone who pays for services I expect to have them. I live a hour away from a store and by the time I get off work and drive there the store hours are over for the day. This has been a nightmare with no end in sight and I believe I should be compensated for this terrible inconvenience.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  411 ****************
  ************** 43968
  
  Case Number:18058423
  Date of Notice:September 21, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  A specialist from Xfinity Mobiles Executive Resolution team spoke with ************** on September 28, 2022, regarding the Xfinity Mobile account. Our records reflect ************** contacted Xfinity Mobile on September 19, 2022, to report service issues and was provided technical support. As troubleshooting did not resolve Ms. ****** concern, a replacement SIM card was shipped to Ms. ****** service address. As a courtesy, a credit was placed to reflect on the October 10, 2022, billing invoice.
  
  On September 27, 2022, Ms. ****** device was replaced through a warranty exchange, and ************** stated during the call on September 28, 2022, that the service issue has been resolved. As a courtesy, an immediate credit was placed on the Xfinity Mobile account on September 28, 2022. 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:09/22/2022

  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.

  Account: ***************************, address: ***** *********, *******. A storm moved thru the area 3+weeks ago. The cable wire came down in the backbyard. I called Comcast 3 times now to have the wire removed and its still down. 1st call I was told a tech couldn't come because trees were down. The 2nd call I was told that they couldn't send a tech out until the line was verified that it was a Comcast wire; they can't just send out a tech. 3rd call made on Tuesday 9.20.22 rep claimed she scheduled a tech to come out 9.21.22 between the hours of 8-10 pm. Its Thursday and I have verified that the tech DID NOT remove the line. This is a hazard, I don't know if the wire is live or not. We have kids and it poses a threat especially if it has live currents running thru it. I want it removed asap. This has gone on too long now. The customer service and attempts to resolve this matter is very poor.I am handling this matter on behalf of my father who passed. The account was closed 2021. There was a $35 balance which has been submitted to probate. This info is necessary because I'm sure this is playing a role in why the line hasnt been removed. Active account or not, I want it removed.

  Business Response

  Date: 10/06/2022

  October 6, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:*****************************
  ***** ****************
  Detroit, MI *****
  
  Case Number:       ********
  Date of Notice:      September 27, 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 reflect that ******************** is not an authorized user on the account in question. ******************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologized for any inconvenience that may have been caused while attempting to resolve this matter. The line that ******************** request to be removed is owned by **** and they would need to be contacted to remove the line in question.
  
  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,
  
  Jason Z. 
  Executive Customer Relations 
  

  Customer Answer

  Date: 10/06/2022

  [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 never mentioned to me that I was not an authorized user on the account. As mentioned the account was closed due to my fathers passing. I have been appointed as the representative of his estate so I would be an authorized user handling business matters such as this.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/22/2022

  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.

  In April of 2022, I transferred over a phone number to Xfinity Mobile. About a week later I called to ask if I could be eligible for a promotion they were offering in which if a customer transferred a phone number they could get a free iPhone SE in exchange. They would not honor their promotion, but recommended that I buy a phone number from ****** Voice and transfer that number over in exchange for the iPhone SE, so I did. From the beginning I have had issues. We had issues connecting the phone, however, Xfinity solved that problem. Then I was charged for the phone every month since. Every month I have called, at times taking upwards of almost 3 hours to complete the call, to solve the problem of getting charged for the phone. I have repeatedly explained the situation, including that I transferred the number from ****** Voice based on their recommendation. I have offered to give the phone back, but have repeatedly been told thats not necessary and told the problem has been resolved and I would no longer be charged and/or I would be credited for the phone. I was credited for one month of the monthly charge. On September 21, 2022, 5 months later, I spoke to a man named ****. He told me that the promotion was invalid because the phone number did not come from a cell phone carrier. I said I would give the phone back and he said I couldnt because its been longer than 30 days. As I type this, I have been on the phone for almost two hours, and have been waiting to talk to a supervisor for 30 minutesand I was just disconnected. I called about this the other day and waited on hold for a supervisor for two hours, someone finally answered and then hung up on me. I called back and was told a supervisor would call me back within 10 minutes, that never happened. I have been told in the past a supervisor would call me back and they never did. I want to be credited for what I have been charged these past five months, I either want the original offer to be upheld or to return.

  Business Response

  Date: 10/03/2022

  
  October 3, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:  ***********************
  1 *********** 
  ******, **  02169
  
  Case Number:     18060959
  Date of Notice:    September 22, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** authorized user on the account of ********************* regarding Xfinity service.
  
  On September 23, 2022, I spoke with **************** to discuss her Xfinity Mobile concerns. Our records indicate **************** ordered an Apple iPhone SE on April 4, 2022 on our device payment plan. At the time of purchase, Xfinity Mobile offered a promotion for the Apple iPhone SE On **.  The promotion provides a credit equal to the device payment each month for 24 months until the device is paid off. To qualify for the promotion, a customer must transfer a number and completes activation within 30 days of purchase date.  Since **************** did not transfer a number, she would not qualify for the Apple iPhone SE On ** Promotion. The qualification requirements were sent to the customer via email on April 4, 2022. All our promotions and qualifications are available on our website.
  
  As a courtesy, in lieu of the promotion, a credit was applied to the customers account equal to two device payments.  In addition, as a courtesy, the remaining balance of the device was removed from the customers account.  
  
  I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. I am providing a copy of this ******, which includes my contact information, to **************** should there be additional questions or concerns.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions
  ********************************

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although it says I did not transfer a number, I did indeed transfer a phone number and for some unknown reason, that seems to not be  the fault of the company, it did not transfer correctly leading the promotion to not go through repeatedly. I am thankful and appreciative of ***** for finding out what the problem was and finding a satisfactory resolution. I do feel that this problem would have been resolved sooner had the supervisors I requested to speak to a number of times, took my call or actually called me back when I was told they would. 

  
  Regards,
  
  ***********************
  

  
  

• Initial Complaint

  Date:09/22/2022

  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.

  Xfinity mobile keeps putting my bank account information and phone bill on another persons account. They have done it several times and the other person and I have exchanged money to each other several times as they bill the wrong person for things that do not belong to them. They keep putting my cell phone line on *********************************** account and not my own account (*************************). I finally had enough of it after 4 to 5 years of dealing with it and when in the first week of July and canceled my phone line through Xfinity. They now have sent ******* another statement from the credit collectors that he owes $79.26 for my phone bill again. They state that I did not pay for the month of May or June. However, my bank account shows that they took $47.75 out on 5/13/22 and 6/13/22. The account was then canceled prior to the 7/13/22 bill. The phone has been in my name for the entire 4-5 years I had it and they continue to put it on his account with my credit card information! SO they were billing me under his name. Now my account is closed and they are still charging him now and state that my card was expired and did not process in August for the remaining balance. HOWEVER, the account was closed in July. Before the new month bill would have went out. They state it failed, and then two second later show that they did get the $47.75 payment. I, *************************, did pay the $79.26 over the phone last night even though I feel like this was a mistake, due to the fact that the bill and outstanding balance was under his name and that was and is not fair to him. I am currently at work and cannot upload the S&T Bank Statements at work. However, I am more than happy to send them to you in another form. PERHAPS FAX?

  Business Response

  Date: 10/18/2022

  October 17, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:       *************************
              ************************
              *********,** 15681
  
  
                  Case Number:              18060957
                  Date of Notice:             September 23, 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, however, my attempts were unsuccessful. In order to resolve this matter, contact with ************** is necessary. I apologize for any inconvenience 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:09/21/2022

  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 am trying to cancel TV and phone service.

  Business Response

  Date: 10/10/2022

  October 10, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************************
  1706 **************
  **********, ** 48040
  
  Case Number:18056804
  Date of Notice:September 27, 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 ********************** via telephone and email. Although I was unable to reach **********************, a review was completed on the account. Our records indicate on September 29, 2022, the account was downgraded as requested and the *********** Video and Xfinity ***** services were removed from the account.
  
  The account now reflects the ********************* at the standard retail rate. The package is eligible to receive a monthly self-service discount with enrollment in electronic billing and automatic payments. The service rate does not include equipment, additional services, taxes, or fees which are subject to change.  The downgrade of service will reflect on the October 18, 2022 billing statement. I apologize 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:09/21/2022

  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.

  Terrible ****************** Misleading and dishonest in saying one thing and then denying it later. Comcast Cable (Xfinity)- *********** with them for many years. Moved out of state into neighborhood where contracted cable was part of HOA fee and covered the entire neighborhood. I can NOT have Xfinity in this neighborhood. They want to charge me $30 early termination fee for breaking contract. There agreement was that if I could not transfer service there would be no fee. I moved out of state. I cannot get Xfinity in this neighborhood. They are in they zip code but NOT in my neighborhood. My HOA has a contract with my home purchase to use the **** neighborhood service. Xfinity refuses to cancel $30.00 fee. Spoke with 4 different people and was put on hold for ever. Poorest service of any company I have every experienced.

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:         ***********************
                **** ************************************************************************************************ ************, ** 32257
  
                Case Number:                  18054049
                Date of Notice:                 September 21,2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On September 22, 2022, I spoke with **************** (an authorized user) regarding his concern. Our records indicate the account was enrolled in a 12-month contractual agreement for the Connect More Internet package. The contractual agreement was effective November 24, 2021, to November 24, 2022. The package received a monthly contract discount effective until December 16, 2022. The package also received a monthly self-service discount with enrollment in EcoBill and AutoPay. The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change. The contract included an early termination fee that would apply if the account was fully disconnected prior to the conclusion of the contractual period. 
  
  On August 31, 2022, a voluntary disconnection was requested and successfully completed with an effective stop bill date September 1, 2022. The account was disconnected prior to the expiration of the contractual agreement which called a valid early termination fee to apply on September 11, 2022. An early termination fee is applicable when a customer relocates to an area not service by Comcast. The remaining balance on the disconnected account reflected charges for service up to September 1, 2022, and the early termination fee which is reflected on the September 11, 2022 billing statement. 
  
  As a courtesy, I applied a credit to the account on September 22, 2022, waiving the early termination fee and remaining balance owed. The disconnected account reflects a zero-balance owed. Due to the account being disconnected, a future billing statement will not be generated. 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:09/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 9 2022 I paid my bill that was due on September 15 2022 in the amount of ****** my new bill comes out and reflects ****** which includes the ****** I already paid on august ****** I made a payment of 51$ which I made early I had an arrangement for august 25 2022 but I paid it early on august 13 2022 but they billed me for it again on the next bill because the day of the arrangement the payment was declined because I had already made the payment on august 13 2022 the representative I spoke with agreed I have been double billed but I got no credit

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  1337 ***************
  *******, ** 60636
  
  Case Number:18054641
  Date of Notice:September 23, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  Our records reflect that **************** is not an authorized user on the account in question. **************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. 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 **************  Extension 1323060.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations