Business Profile

Internet Providers

Comcast Corporation

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

27,490 total complaints in the last 3 years.
8,944 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/21/2022
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.
My family switched mobile provider from T-Mobile to Xfinity. Two of the 5 family phones to be moved were designated as e-sim transferrals. They never transferred. After several hours on customer service calls (on hold) the issue was never resolved. We were placed on hold indefinitely or hung up on (after hours of wait time or dealing with inadequate representatives). We are now being charged for all 5 lines with the 2 Untransferred lines still incurring charges from T-mobile. They are putting us in an unreasonable situation of never ending resolution. We have used xfinitys cable and internet services (separate from mobile) since **** and are contemplating termination of all their services. We are seeking credit of the time without their services to our phones as we incurred double charges due to non transfer from T-Mobile.
Business Response
Date: 10/04/2022

October 4, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:***********************
8832 ******************************************************* 98028

Case Number:18055667
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.

On September 28, 2022, I spoke to ******************. It was found that the activation was completed on all devices as requested. A one-time credit was applied, and I thanked ****************** for his feed-back. 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:09/21/2022
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 signed up for home internet service via xfinity approximately five months ago, during the sign-up process the customer service representative checked to see if I was eligible to transfer my cell phone to xfinity mobile and found I was not eligible. As such, my cellular service was not transferred nor did I establish xfinity mobile service. Several months later I received a bill from xfinity mobile for service. After speaking with several individuals at xfinity and xfinity mobile I was told this was an error and would be corrected. Today I received a letter from a collections agency for supposed monies owed xfinity mobile for a past due account. In calling both xfinity, xfinity mobile, and the collections company I have been unable to resolve the issue. Xfinity mobile appears to have fraudulently created an account on my behalf and forwarded said account to collections. I do not, nor have I ever, had a cell phone or cell service with the company.
Business Response
Date: 10/03/2022
October 3, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re: ********************;
6228 ******************************************************************, **

Case Number:18055592
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 ************************* regarding his Xfinity Mobile account. Our records indicate a credit was applied to the account on September 20, 2022, towards the balance on the account. The account is currently at a zero balance, and there are no active Xfinity Mobile lines on the account. **************** has been advised the status of the account has been reported to the collections agency. I apologize 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,

**************
XM Executive Escalations
Initial Complaint
Date:09/20/2022
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.
This issue started Saturday, August 20th when I called about my bill increasing and they took 149.96 from my account and my regular bill is $100. I told them that they did not inform me of any changes and need to return the funds. They offered to credit me the $50 and sold me a deal of a $20 phone with new internet package of around $80 a month. The following bill they deducted 195.05 and not the agreed amount of $100. This time they stated I could get $20 credit off every bill and I declined and ask for my money back (the difference again should be now estimated $200) because they now are saying that they cant find the chats or recordings of them giving me a new plan with my requests due to their negligence of taking more money out of my account without my consent or call to renew/update internet plan. They are now today saying that I made phone calls and texts on a cell phone I never received . they got the phone back to the warehouse Sept. 7, 2022 and now saying I have a bill of $229 for the phone and are billing me per month. They are refusing to remove the charges. At this point this is fraud and stealing since they have my direct account information to deduct funds from.
Business Response
Date: 10/03/2022
October 3, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       ****** ******* *****
            **** ******* ****** *****
            Oakland Park, FL *****

Case Number: ********
            Date of Notice:             September 21, 2022
Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.

A Xfinity Mobile Executive Resolutions specialist 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 August 20, 2022, ****************** purchased a ******* ****** *** device. The device was shipped and delivered on the same day, August 20, 2022. On September 7, 2022, the device was received back in our warehouse. The return was processed, the device was removed, and the account was ceased on September 22, 2022. A onetime stocking fee was applied to the account, at that time. On September 28, 2022, a credit was applied to the account to clear the outstanding balance for unused service. The account is disconnected, and future invoices will not generate.

On September 30, 2022 I spoke with ******************************* regarding her reported account billing concern. I confirmed that on November 20, 2021, ****************** accepted a 2-tier promotional offer for Xfinity Gigabit Extra Internet at a reduced price per month for the first 12 months. The first price tier was effective from November 20, 2021,through December 5, 2022. Second price tier per month was expected to be applied for 12 months effective December 6, 2022, through December 5, 2023. At the conclusion of the promotional period, standard price was expected to the applied. The offer included a monthly Self-Service discount with enrollment into both Paperless Billing and Automatic Payments. The discount would remain for as long as enrollment in both features is maintained. The offer did not include any additional services, equipment rentals, or applicable taxes and fees.

Outside of the special offer,****************** added one Xfinity Flex Streaming box at no additional charge, plus an Internet/Voice Equipment modem rental per month. The estimated monthly recurring bill includes applicable taxes and a monthly Self-Service discount. Effective December 21, 2021, an Unreturned Equipment monthly recurring fee was applied to the account due to failure to return an inactive modem serial number ending in ****. This caused the monthly bill to increase monthly.

Our records indicate that the July 26, 2022, and August 26, 2022, billing statements were higher than *****************’s regular monthly charges, due to excess data usage charges. Our records indicate that on July 7, 2022, a fee was applied to the account for Additional Data Usage for the calendar month of June, and on August 7, 2022, a fee was applied for the account for Additional Data Usage for the calendar month of July.

Xfinity Internet includes a 1.2 Terabyte (TB) Data Usage Plan. The 1.2 TB Data Usage Plan provides Xfinity Internet customers with 1.2 TB of internet data usage each month. If they choose to use more than 1.2 TB in a month, we will automatically add blocks of 50 GB to their account for an additional fee each. Charges, however, will not exceed a set amount monthly, no matter how much they use.

Upon review of the account, our records indicate that on September 27, 2022, as a onetime courtesy, the excess data usage charges that was applied to the account on July 7, 2022, and on August 7, 2022, were both reversed. Our records indicate that effective September 28, 2022, the account was disconnected per **************************** request. A prorated service credit was applied to the account on September 28, 2022, for the service charges from September 28, 2022, to November 5, 2022, resulting in a credit balance. The adjustments appeared on the billing statement dated September 28, 2022.

I informed ****************** on September 29, 2022, a Early Termination Fee was applied to the account leaving a remaining credit balance. I explained that a refund of the credit balance will be applied to the last payment method on file, if eligible and it should be received in less than 30 days once all Xfinity equipment has been returned. 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,

Samuel D.
Executive Customer Relations
Initial Complaint
Date:09/20/2022
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 called today because my bill is extremly high. I was trying to see what my options were as far as getting the bill lowered. When I spoke to the first representive on September 20,2022 stated you can keep everything you have and I can get it down to $240 per month. I asked her if she could go any lower she said give me a moment and the line was lost. I called back got a guy name ***** based in ******. When told him what happen and what I was trying to do he said let me look into it for you. He came back with an offer of $280 and i would lose a lot channels. I told him the pervious person i spoke with was keeping everything the same for $240 how did it change in less than five minutes. I asked to speak with a supervisor he said it was an two hour wait and I would have to wait on the line for the two hours. They do not do call backs. I have been with Comcast since 2008 and I have never had to wait on the call for two hours for a supervisor I have always been offered a call back with in ***** hours. I am sure no one wants to wait on the phone for 2 hours.
Business Response
Date: 10/03/2022
October 3, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************,** 19103

Re:       ***************************
            *********************************************************************************************************************************************************************** 46234

            Case Number: 18050673
            Date of Notice:             September 20, 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 26, 2022, I spoke with ************** regarding a refund request. Our records indicate that when ************** previously spoke to representatives and the same package was offered however one factored in the *** benefit which reduced the monthly rate.

During our conversation, ************** requested the information on the package pricing emailed to her which was completed same day.On September 28, 2022, I attempted to follow up with ************** without success.************** was provided my direct contact number should she require additional assistance. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

**************
Executive Customer Relations

Customer Answer
Date: 10/03/2022
[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: 18050673

I am rejecting this response because:

Regards,

***************************
Initial Complaint
Date:09/20/2022
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.
I ordered xfinity internet service in mid-August and still don't have service. No one answers at the automated system, just tell you to reboot your gateway and call back. When you call back, the same advice. I've been an IT professional since the ****s and if any corporate office pulled this garbage on their employees or consumers, they'd be in court. They collect government funds through Lifeline/ACP, collect PII through an unsecured website and stiff the consumers while collecting taxpayer funding. I have filed complaints through FTC and FCC for this behavior and will keep filing them. They are billing me for equipment (since August 29) I picked up LAST WEEK but won't turn on service at the address. When I login, they have all of my previous accounts linked, so I cannot log into their site. Their apps do nothing but loop you back into the login screen, claiming you're already logged in
Business Response
Date: 10/27/2022
October 27, 2022

Better Business Bureau
1880 ***************************************************, Suite 1330
************, ** 19103

Re:*********************
P.O. Box 701
********, ** 60040

Case Number:18047329
Date of Notice:September 19, 2022

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to your office by *************************

On August 27, 2022, **************** applied for Internet Essentials service, which is a, a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service for $9.95 per month. However, at her request, the application was cancelled on September 3, 2022. On September 19, 2022, a new application was created for Internet Essentials and approved on September 21, 2022, upon receiving her eligibility documents. The equipment was added to the account on September 24, 2022 and billing began on September 25, 2022.

On September 27, 2022, a service visit was completed due to a failed self-installation. During the service visit, the technician plugged in the equipment and activated the service. On October 8, 2022, a courtesy credit was applied to the account and will reflect on the October 19, 2022 billing statement.

An Internet Essentials Representative attempted to contact **************** several times to confirm if the service was working. Unfortunately, their attempts were unsuccessful.

An Executive Customer Relations Representative attempted to contact **************** several times regarding her inability to access her Xfinity online account. Unfortunately, their attempts were unsuccessful. We will need to speak with **************** directly to address this or any other issues she may have. We apologize for any inconvenience experienced while attempting to resolve this matter.

We are providing a copy of this ******, which includes our contact information to ********************* should there be additional questions or concerns.

Sincerely,

Comcast Regulatory Team - Internet Essentials
**************

cc:*********************

Customer Answer
Date: 10/28/2022
[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: 18047329

I am rejecting this response because:
I was billed a Second time for technician professional installation that is listed as free in checkout for Internet Essentials

Regards,

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

Business Response
Date: 11/02/2022
November 2, 2022

Better Business Bureau
1880 ***************************************************, Suite 1330
************, ** 19103

Re: *********************
701 PO Box
********, ** 60040

Case Number:18047329
Date of Notice:October 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 **************** via telephone and email. However, my attempts were unsuccessful. On October 28, 2022, I applied a courtesy credit to the account for the in-home service visit fee. The credit will reflect on the November 15, 2022 billing statement.

To address any additional concerns, contact with **************** is necessary. 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
Customer Answer
Date: 11/02/2022
[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: 18047329

I am rejecting this response because: i don't have anything proving this second fee is credited to my account. These "courtesy " credits for invalid fees (billed twice for a technician visit) when checkout showed free professional installation for internet essentials and the technician showed up once on September 27th.
They just keep rebilling the one visit that was supposed to be free in the first place.

Regards,

*********************
Initial Complaint
Date:09/20/2022
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.
Company unable to provide service for a device I purchased from them. Keep transferring me,hanging up or setting up a call back. Absolutely worst service ever. I'd like to just return the phones and go with a different service provider considering I'm being charged and having to waste over 8 hours trying to activate a phone. Was told I'm not able to cancel my service! Told it will take up to 72 hours for phone to update. The phone was already late being shipped. Would like my money back if not more for all the time I've wasted.
Business Response
Date: 09/26/2022

September 26, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:***************************
1323 **********************************************
************, ** 24112

Case Number:18049676
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.

Comcasts records indicate that ****************** ordered a new iPhone 13 Pro *** and a new line of service on September 14, 2022. The device delivered on September 19, 2022, however, technical issues prevented activation at that time. ****************** expressed interest in canceling his services, however, the incomplete activation prevented this at the time. Numerous attempts to troubleshoot were made, but the issue was not resolved until ****************** visited a retail location on September 22, 2022, and was provided a replacement SIM card. The services were activated at that time.

I spoke with ****************** on September 22, 2022, and confirmed the services to be working as intended. As a courtesy, I applied a credit to the account on September 22, 2022 which reflected immediately on the balance due on October 3, 2022. I provided ****************** with contact information for Assurant, our device insurance partner, to aid in having another of his devices, a ******* Galaxy S21, repaired or replaced as it is currently covered under the Xfinity Mobile Protection Plan. ****************** no longer wishes to disconnect services. 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
Initial Complaint
Date:09/19/2022
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.
Comcast has reported our account to collections for a bill we do not owe. We terminated our account a decade ago due to their refusal or failure to merge our **** account and our Comcast account. Services were consolidated but the credit balance we had with **** was never applied to our Comcast account or returned to us. We would like Comcast to remove us from collections and issue a full written apology..
Business Response
Date: 09/26/2022
September 26, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:*********** ******
** **** ******* ******
Pittsburgh, PA *****

Case Number:********
Date of Notice:September 20, 2022

Dear Sir/*****:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity service.

On September 23, 2022, I communicated with **************** via email, but he declined to authenticate the account as the account holder. **************** would need to authenticate account information 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.

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,

Kristin M.
Executive Customer Relations
Initial Complaint
Date:09/19/2022
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.
On or about August 15, 2022 I requested cancelation of xfinity **************** via phone with a representative (took one hour on the phone). However I continue to get billed for the service. Called again (took another hour) and reported the error, this rep promised to fix it and sent me a check for the excess I paid.But more bills continue to show up. When I call Xfinity it directs me to overseas representatives, no option to speak to and English representative each time I call now.Rep ********* took this third call once I explained the cancelation situation said he could not help and had to transfer me to ************************ where I could "cancel the service" and fix the situation. Instead, a young lady answered, refused to give her name, only when I insisted then told me she worked in Conservation Department.Via text message I received a survey which i gave the lowest number. The replay invited me to elaborate on why I gave the low rating, I did. The response was "I am limited in capacity to respond" and no help nor answers were provided.Side note: the *** where I live buys Cable from comcast xfinity but I paid independently for Internet.
Business Response
Date: 10/10/2022
October 10, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:       ***********************
            ******************************************************************************************************************

Case Number:                      18046981
            Date of Notice: September 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.

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 that due to an error, a secondary account was created on ****************** address and thus creating confusion with her billing. Our records indicate that **************** disconnected her **************** from her legitimate account on June 29, 2022, and on August 9, 2022, a refund check was generated for the credit balance on her account.

I was able to confirm that the alternative account created on ****************** address never had an active equipment. An adjustment was made to completely close the account in our end.

On September 19, 2022, **************** contacted Xfinity regarding the disconnection of her ****************, where **************** terminated the call before our agent could finish introducing herself, with resect to ****************** claim that an Xfinity agent declined to provide her name, we respectfully dispute this claims.

With respect to ****************** claims of been unable to speak with some in English, call audit confirm that she conducts her conversations in fluent Spanish and at no point she requests to speak to English speaking representative. Our records indicate that **************** preferred Language billing selection is Spanish. 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,

**************
Executive Customer Relations.

Customer Answer
Date: 10/11/2022
[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:09/19/2022
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.
From December 2021 until present, Account holder (diagnosed with dementia) incurred a number of "one-time charges" for pay channels because he has difficulty working the remote. These are shows the account holder would not normally watch and were very likely unintentionally ordered. Account was setup to auto-pay and paperless billing to supposedly ease seniors involvement. During this time, spouse was dealing with significant medical issues and unable to reconcile checkbook in a timely manner. Upon discovery of significant billing increases, account holders POA brought this to Comcast attention in early July in person. Representative indicated one-time charges would be reversed and add-on features removed. August billing showed only a $45 account adjustment. These extra charges represent a hardship on these senior disabled people.Billing Date Extra ***************** Services Nov 26, 2021 $19.99 Dec 26,2021 $2.49 Feb 26, 2021 $65.93 Mar 26, 2021 $225.44 $26.99 Apr 26, 2021 $199.90 $58.98 May 26, 2021 $111.91 $58.98 Jun 26, 2021 $0 $58.98 Jul 26, 2021 $0 -$45.63 (credit)
Business Response
Date: 10/10/2022

October 10, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re: *************************
3472 *************
***********, ** 97478

Case Number:17735838
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.

On September 30, 2022, I spoke with *************************, an authorized user on the account. ************** told me that due to his father's health condition, somethings were unintentionally ordered and purchased via the remote control. ************** is looking to get credit for all On Demand, Pay Per Views and subscriptions going back 4 months from when he went to the Xfinity Store to get the premium channels removed on July 8, 2022. ************** is aware of the billing policy that we can only go back 120 days for any billing disputes. As of July 8, 2022, the ability to ordered on demand, Pay Per Views and subscriptions was suspended.

On October 4, 2022, I spoke with ************** again. On October 4, 2022, and on October 5, 2022, I applied credits as a courtesy. The credits will reflect on October 26, 2022. 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:09/19/2022
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 July, purse got stolen, got new cards and Xfinity says my card doesnt match my address. Every month I have to spend aroudn 15 hours a month to get this issue resolved. And I get told so many different things, its my bank, my address ***** **** which I have no idea where that came from. Its a security issue if someone changed my address and no one checked it. I just want to be able to use my card. I get lied to and One do the employees said he created a new financial account for me on there system to make it work and would call me back. No one ever calls back and I just get the run around.
Business Response
Date: 10/24/2022
October 24, 2022

BBB of Metro *************** & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:       Jo **********
3108 *****************
****************** 77539

                Case Number:                      18042184
                Date of Notice:                 September 18, 2022

Dear Sir or Madam:

This letter is in response to the above-referenced complaint submitted to your office by *****************.

Xfinity Mobile has determined that, due to an error, ************ is unable to add a new stored payment method to her Xfinity Mobile account.[1] Xfinity Mobile is still working to resolve this matter, and, on October 13, 2022, a courtesy credit was applied to Ms.***** account to offset the automatic payment that is scheduled to complete on November 4, 2022 for the charges reflected on her October 14, 2022 billing statement. Xfinity Mobile will continue to work with ************ until this matter is resolved.

On October 6, 13, 21,2022, I spoke with ************ to advise her of the above information and apologize for any inconvenience that she experienced. I provided ************ with my direct contact information so she can contact me to discuss any further questions or concerns.

Should you have any questions, please feel free to contact me at ********************************.

Sincerely,

****************
Xfinity Mobile Executive Resolutions

[1] Per the Xfinity Mobile Customer Agreement, subscribers are required to pay their bills via scheduled, automatic charges to a stored payment method: https://www.xfinity.com/mobile/policies/customer-agreement
Customer Answer
Date: 10/28/2022
[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: 18042184

I am rejecting this response because:the issue has not been resolved. I still cant make payment with my card and Comcast say its my address or my email. Every month when I have to pay it takes at least ***** times of me inputting my payment information and then every now and then it takes it. Each month I stress out when my payment is due. I use my phone for work and personal and my fear is that one day I wont have phone service. This is totally unacceptable. It shouldnt be that hard to give a company money for a service or to buy a new phone.

Regards,

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

Customer Answer
Date: 11/08/2022
Yes, I still require assistance. Comcast has not resolved the issue? I cant get even hold of the person who was communicating with when the case was open. They have not solved my issue and I spent 3 hours trying to pay my bill this past weekend. ****** doesnt respond back even when he said in his response to BBB, that he would continue to work with me but I havent heard from him in two weeks but have left messages and emails. The anxiety they have caused and continue to cause is not right. I need a resolution a dcsont want or spend 3 hours of my time every month to pay my bill or have to worry that they are going to cut off my service. I cant bd en give them more money for a new phone. Its ridiculous that they wont take my money. Its frustrating and the principle of the matters. I just want to pay my bill like normal people and be able to buy a new phone. The solution is for them to fix my account where I dont have to spend 3 hours trying to get their system to take my card. I use that card to pay Macys, and it a not the card. I have tired multiple platforms, multiple cards, multiple devices and still no one can help me since July.
Jo Muse
************
Business Response
Date: 11/21/2022

November 21, 2022

BBB of Metro ************* & Eastern ************
1880 ***************************************************, Suite 1330
************, ** 19103

Re:Jo Muse
3108 *****************
****************** 77539
Case Number: 18042184
Date of Notice: September 18, 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.

On November 15, 2022, we spoke with ************ and we attempted to re-add her card on file and received an error again. We advised ************ that we reached out to another team to see if the card is blocked, as ************ stated, she was getting an error of the address not matching. We informed her that we should have an answer tomorrow but would follow up as soon as we could.

On November 16, 2022, we spoke with ************ and advised her that the card was successfully updated, she is now able to make purchases. We advised ************ to try and not change the card on file for a couple of weeks and to leave the email alone. There was a block on the back end that had to be cleared. Our team had to manually clear the card. A courtesy credit was added on November 17, 2022, that will apply towards the December 4, 2022, billing statement. We will continue assisting ************ with making a purchase. I apologize for any inconvenience this may have caused while a resolution was obtained.

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 Executive Resolutions
Customer Answer
Date: 11/22/2022
[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,

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

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