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

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  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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

• Initial Complaint

  Date:09/14/2022

  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.

  On Saturday September 10, a tree branch fell from our neighbors tree and fell on our xfinity internet wire, taking the line down. I called xfinity immediately. I told then it was a hazard, and that both my husband and I work from home and absolutely need the internet. I was told by the agent that someone would be there to fix the line the next day. Nobody showed up. Contacted them again via chat, said someone would come that day between 8 and 8pm. Nobody showed up. Keep being told day after day that we had an appointment for someone to come but Nobody ever shows. When I spoke to someone on the phone yesterday (after a very long time trying to speak to an actual agent), she said that we did not need an in-home appointment with a tech, only an outside appointment, and canceled our inside appointment that we had set for today between 12 and 2. Assured me someone would be coming today, outside, to fix this hazardous line. When I contacted their chat AGAIN today for an update, I was told that the appointment should not have been canceled! We did not cancel it, their reps did. Again being assured that an outside tech would be coming today. This has gone on for 4 days now. All the while, my husband and I cannot work, no income for 3 days and counting, line down across our neighbors property posing a hazard. I am not sure who to speak to or how to get this resolved. We have been xfinity customers for a long time and we are being treated poorly and being lied to.

  Business Response

  Date: 09/23/2022

  September 23, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ***** ******
        *** ****** ****
        Shavertown, PA *****
  
              Case Number:              ********
              Date of Notice:             September 14, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** regarding Xfinity service.
  
  I attempted to contact *** ****** via telephone and email several times. While my attempts were unsuccessful, our records confirm that on September 14, 2022, our Technical Operations team repaired the line damaged when a tree fell.  Service adjustments were applied on September 13, 2022 and September 14, 2022 and will appear on the October 1, 2022 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me ###-###-####
  
  Sincerely,
  
  Drena S****
  Executive Customer Relations
  

• Initial Complaint

  Date:09/14/2022

  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.

  every month Xfinity emails me and says I'm over my giga bit or about to be over my giga bite usage. every month I call them to correct the problem and they agree that I used zero data, because I turned everything off on my phone except for the the cell phone and text. this has been going on for months, my high blood pressure keeps going up every month I have to correct them. the last time I called them the man said he would make sure this problem would be resolved and I would not receive those emails anymore. It didn't work, not only did I receive the email but this time they charged me the extra $15.00 to bump me up to the next level of data. today I spoke to four people there who kept transferring me to who I asked for the supervisor, instead they put me back in que for over 40 minute each time four times today. this crooked company needs to be stopped from ripping off customers, I can not be the only customer they are doing this to. so $15.00 per person times god knows how many people adds up to a lot of money. This is not the only place I will be telling my story, i am contacting congress people, senators, FCC *********************, ***********************************, Consumer protection , ***** and anyone else I can think of. this is a very corrupt business. I will never do any kind of business with them again. you need to help me with this , not only for the sake of me but for the sake of everyone else.

  Business Response

  Date: 09/27/2022

   

  
  September 27, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:       *****************************
              54 ******************
              *********, ** 06472
  
              Case Number:              18022243
              Date of Notice:             September 14, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile service.
  
  Several unsuccessful attempts to reach ********************************* were made by phone and email. Although the contact attempts were unsuccessful, a full investigation was conducted on Mr. ******** account.
  
  A review of our records found that ****************** is on the By the ******** services at a per Gigabyte (GB) rate with a minimum of 1GB. On June 22, 2022, ****************** called Xfinity Mobile to discuss the additional amount charged for going over 1GB. It was found that ***************** exceeded 1GB of ***** resulting in an additional charge.
  
  Our records show that Mr.******** ***** ranges from **** 1.31GB for the last 6 months. As a courtesy,based on this low ***** over the first GB, a one-time courtesy credit was provided. ****************** should turn off the Mobile Data option within the device settings to avoid unintentional *****. No additional credits will be offered or provided for valid ***** charges. I apologize 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 3052722
  
  

  Customer Answer

  Date: 09/29/2022

  [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: 18022243
  
  I am rejecting this response because: every month I spoke to a customer service rep they agreed that I did not use any data that is why they did not charge me more money because they looked into the system and saw my data usage was zero, one of the supervisors even said , I never seen that before that you used zero data.

  I use text and phone, barely use anything else.

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

  
  

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************************
  54 ******************
  *********, ** 06472
  
  Case Number:18022243
  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 Mobile service.
  
  Several unsuccessful attempts to reach ********************************* were made by phone and email. Although the contact attempts were unsuccessful, a full investigation was conducted on Mr. ******** account. 
  
  Our records indicate ****************** is on the By the ******** services at $15 per GB with a minimum of 1GB.  On June 22, 2022, ****************** called Xfinity Mobile to discuss the additional $15 being billed for going over 1GB. It was found that ****************** did exceed 1GB of usage resulting in an additional charge, however, based on the low usage over the first GB, a one-time courtesy credit was provided. Please be advised billing on the account is accurate. 
  
  Additionally, ****************** was instructed on how to turn off the Mobile Data option within the device settings to avoid unintentional usage. No additional credits will be offered or provided for valid usage charges. I apologize for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions 
  ************** Extension 3052722
  

• Initial Complaint

  Date:09/14/2022

  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.

  In Dec 2021, I was promised a 300$ gift card, when I started the service for having internet and mobile. I upgraded the internet to 300, and added rhe mobile service. I was told that the gift card should be sent out after 90 days of service. I just canceled the service in Aug(ported # out)/Sept(still being charged- finally got service canceled). Now I am being told that because I canceled the service they are not able to send me the gift card, and that the promotion was not valid because I didn't activate the phone until the 3rd, although it was shipped to me by them, even though none of this was stated on the call. The service was horrible, the bill kept changing. The calls are recorded for quality assurance, yet I have received no quality or assurance. I just want what was promised to me, as I upgraded the original service I was getting to qualify, based off of their agents promise. I have been on the phone for hours trying to get this resolved with everyone giving me a different excuse.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  BBB of Metro Washington D.C. & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************************
  317 ***************
  *********, ** 30294
  
  Case Number:18024081
  Date of Notice:September 16, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by **********************************  Please note that, on July 31, 2022 and September 8, 2022, ****************** voluntarily disconnected her Xfinity Mobile and Xfinity residential services, respectively.
  
  On December 11, 2021, ****************** initially subscribed to Xfinity Mobile Unlimited and Xfinity ****************** services through a promotion that included a $300 prepaid card offer.  ****************** successfully fulfilled the eligibility requirements for this offer, which included a 90-day eligibility period from the activation of these services; however, Xfinity Mobile has determined that, due to a processing error, the $300 prepaid card was not shipped to Ms. ******** residence.  On September 28, 2022, Xfinity Mobile processed the shipment of a $300 prepaid card to Ms. ******** residence, which she can expect to receive within three weeks of this date.  
  
  With respect to Ms. ******** Xfinity Mobile billing concerns, on July 31, 2022, ****************** ported her telephone number to another service provider, and, accordingly, her Xfinity Mobile service was disconnected at that time.  However, on September 12, 2022, Xfinity Mobile determined that Ms. ******** account continued to incur service charges for her Unlimited plan following the disconnection of her service.  That same day, Xfinity Mobile ceased the billing on Ms. ******** account and credits were applied to offset the charges she incurred from July 31 through September 13, 2022.
  
  On September 19 and 26, 2022, I spoke with ****************** to discuss her concerns apologized for any inconvenience that she experienced.  I advised ****************** of the above information and provided her with my direct contact information should she have further questions or concerns.
  
  Should you have any questions, please feel free to contact me at **************.
  
  Sincerely,
  
  
  ************
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:09/14/2022

  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.

  I would like to cancel my Xfinity mobile account and return the device free of charge. Ive been trying to do this since before last week. I couldnt get access to my account ** they kept asking about the last four digits of my stored debit card which wasnt stored. Then when i talked to someone yesterday i was told i cant bc its past the 14 days however its 19 days but i was within time when i originally requested and i wasnt able to speak to anybody a few times when i reached out.

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************************
  20218 ********************
  *******, ** 77433
  
  Case Number:18023967
  Date of Notice:September 16, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  Comcast records indicate **************** purchased the ******* ************* 4, 256 GB Phantom Black on August 11, 2022, and it shipped on August 19, 2022. Per Xfinitys return policy Xfinity Mobile customers have 14 days from the shipping or retail purchase date to cancel Xfinity Mobile service, return device(s) and receive a refund. That would have given ************** until September 2, 2022, to return the device. I confirmed **************** began calling Xfinity on September 11, 2022, requesting to return the device, and was denied due to being outside of the 14-day return window.
  
  On September 19, 2022, I spoke with **************** and authenticated the account. **************** did not have time to speak, however, I gained her permission to discuss any information via email. On September 19, 2022, I sent **************** an email explaining as a one-time courtesy, we will extend the timeframe and allow the return. Once the device is returned to our warehouse and graded in like new condition, **************** will receive a refund of the amount paid upfront minus the $35 restocking fee. On September 20, 2022, **************** replied via email to proceed. 
  
  On September 20, 2022, **************** then sent another email asking if she can keep the home phone plan she had before the service change. On September 21, 2022, I spoke with **************** for confirmation on her request. **************** stated she changed her mind, and instead of just canceling her Xfinity Mobile services, **************** would like to create a landline with Xfinity and port her mobile number ending in **** there. On September 27, 2022, I spoke with **************** and she explained she does not wish to port her mobile number to the landline again and activated with a native number instead. **************** requested I just cancel the Xfinity Mobile services. I explained to **************** that once I cancel the Xfinity Mobile services, the mobile number that is associated with that line will be lost and we will be unable to retrieve it to port. **************** stated she understood and wished to proceed with the cancelation. On September 27, 2022, I processed a return for the ******* ************* 4 256GB, Phantom Black and sent a return label to the email on file. I explained once the device is back in the warehouse and graded in good condition, a refund for the amount paid upfront on August 19, 2022, will be provided to card the payment was made on minus the restocking fee. **************** understands that she can reach out to me directly, if necessary, about the return. 
  
  On September 26, 2022, **************** spoke with Xfinity Residential specialist ****** reviewed changes to add a landline number to the account. The new order was approved via text on September 26, 2022. **************** has new landline number ending in **** for our everyday monthly pricing. **************** is satisfied with the resolution. 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,
  
  
  Desire S.
  XM Executive Resolutions
  

  Customer Answer

  Date: 10/03/2022

  [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:09/13/2022

  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.

  For the past few months they have been screwing my whole family over. At first it started with Father In Law who was living at the address, he had a billing error and he was double charged for the same bill. He was told over and over 10-15 times that he was getting a refund. Shortly after the bill cycled and after almost a month, he was finally told he was no longer getting a refund because he had a balance now. So the money was essentially stolen from him. He also made several attempts to contact them about incorrect charges, his bill being way more than it should, but they always would say it was a fluke and next month it would be back to normal, but it never was. There was also a time when the internet would constantly go out, he asked for a technician to come out to fix it, they scheduled an appointment twice and no one ever came, after waiting all day at home, missing work (which cost us money), and nothing. Finally they offered us a new modem, that they wouldn’t charge us for installation, then the next bill we were charged $200 for installation. They didn’t have a valid explanation as to why. The bill is supposed to be about $250 plus $80 for a deferred pay, but the bill is always over $400. No reason why is ever given. Then I moved into the home, my father in law back in with my mother in law, and since he was dealing with the bill issues, I decided to start my own service, as I now lived there, I set up new service online, chatted in to ask about picking up equipment instead of shipping, they said okay, then we go to pickup and they refuse to help me, a totally different individual, and say I must pay his balance to start my own service. This whole situation has been all so wrong and I want it rectified. My child may soon be coming home on oxygen with a monitor and I will need wifi so his numbers are sent to the doctor, 

  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:*******************************
  **** ***********
  Belvidere, IL *****
  
  Case Number:********
  Date of Notice:September 13, 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 **** ****** who is an authorized user on the account via telephone and e-mail, however, my attempts were unsuccessful. In order to resolve this matter, contact with **************** is necessary.
  
  Our records indicate on September 13, 2022, the disconnection of the account was completed with a stop billing date of September 12, 2022, due to non-payment. **************** was provided my direct contact number should she require additional assistance. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  Matthew W.
  Executive Customer Relations
  

• Initial Complaint

  Date:09/13/2022

  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.

  Xfinity illegally charge my card for $424.03 I let my mom use my card for a ONE-TIME PAYMENT of $50.00 and the customer rep added my card on file as auto payment they did not send verification that they change my mom card that ended in **** to my card ending in ****. I spoke to a rep that said it was their fault, but I would have to call my bank to get a refund. I disputed the charge in July with my bank and my bank won the money back in August, but then Xfinity reversed it and is holding on to my $424.03 I have been on the phone with multiple people no one has resolved my issue they keep giving me different answers saying they cannot refund me because it is a valid purchase how can it be a valid purchase when I do not have a Xfinity account, and it was a ONE-TIME PAYMENT of $50.00 not $424.03? Please help me it is September, I have been fighting with Xfinity to get a refund since July. I also, told the rep I let my mom use my card for a one-time payment of $50.00 because she recently had cancer and was behind in bills, but I did not authorize them to keep my card on file and charge my card for future payments. They did not have any sympathy, they told my sick mother that she had to pay me back the money, and they are to keep my money on file for future payment. That is illegal, they illegally stole my money and wont refund me.

  Business Response

  Date: 09/30/2022

  September 30, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ******* *****
              *** ***** ******** ******
              Hartford, CT *****
  
                Case Number:                    ********
                Date of Notice:             September 13, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ***** regarding Xfinity Mobile service.
  
  On September 15, 2022, I spoke to ** *****. I agreed to refund the requested amount to Ms. Smith’s card and advised her the payment would still be owed on the account. *** ***** agreed with this and advised she and the account holder would setup payments.
  
  On September 22, 2022, I confirmed the payment arrangements were setup, and *** ***** confirmed the refund was received. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at (**** ******** Extension *******.
  
  Sincerely,
  
  Jaime V.
  XM Executive Resolutions

  Customer Answer

  Date: 09/30/2022

  [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:09/13/2022

  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 have a recorded conversation of my initial purchase of my bundled package with Xfinity. He Clearly says Im owed a $100 gift card after four months of service. Its now been six months. No gift card. I went to the store and spoke with ******* who listened to my recording and said she would get back with me within ***************************** credit on my billing. I waited a week and had to call back and follow up myself. She said she had forgotten all about our conversation and couldnt remember anything. Now she tells me theres nothing her or her manager can do to assist me. However, She wanted me to change my mobile service to Xfinity and said I would get gift cards for that. Why would I want to change a service to potentially not get gift cards just like the one Ive yet NOT to receive? Its typical Comcast awful customer service. I will now have to file a formal complaint with the Better Business Bureau. Its sad that I recorded my conversation where this CSR tells me that I will receive a gift card valued at $100 and yet they will not honor it. Terrible. Heres a photo of the vidro conversation where I was promised my gift card.I expect my gift card. It wouldnt let me attach my video recording.

  Business Response

  Date: 10/10/2022

  October 10, 2022
  
  BBB of Metro Washington D.C. & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
   
  Re:*************************;
  388 *************
  Apartment 120
  **********************, ** 35763
  
  Case Number:18017514
  Date of Notice:September 21, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to Better Business Bureau by ******************************
  
  On March 26, 2022, ************** accepted a promotion for Xfinity ********** and Connect Internet services.  Although Comcast did have a $100 prepaid card offer through a similar Xfinity service promotion at that time, the promotion expired on March 21, 2022.  Therefore, a $100 prepaid card offer was not included with **************** Xfinity service promotion, and Comcast apologizes to ************** for any miscommunication in this regard.  On September 15, 2022, Comcast processed the shipment of a $100 prepaid card to **************** residence, which he can expect to receive within 2 to 4 weeks of this date.  Additionally, on September 23, 2022, a courtesy credit was applied to **************** account, which credit will reflect on his October 12, 2022 billing statement.
  
  I made several unsuccessful attempts to contact ************** to advise him of the above information and discuss his concerns.  I left a message providing my direct contact information so that ************** can contact me to discuss any further questions or concerns.
  
  Should you have any questions, please feel free to contact me at *********************************.
  
  Sincerely,
  
  
  ************ 
  Executive Customer Relations
  
  

• Initial Complaint

  Date:09/13/2022

  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 signed the internet service on Aug 1st with a xfinity online agent *****, in our chat I required a plan (internet +mobile) of total no more than $35/month and this agent assured it can be achived. Drawback is it will making the mobile contract longer, but I weigh the $35 more. I was happy I got a decent deal. Since I can check account infomation online( the 1st month bill was adjust to $20) and receive the device and SIM card to start mobile service, I want to make sure my bill is $35/month for internet +mobile, in which the internet part will be $20/month and chat with another agent on Aug 3rd and it was confirmed. So I remain in the plan; otherwise I choose cancel the mobile service.However, starting this month, the internet part jump to $30/month. I contact customer service but they were not helping at all or creating ticket saying someone will contact me within 7days to compensate but nobody contact me. The customer services fool me around. My ******************** account is Account *******************

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:       ***********************
      *********************************
     ***********,** 32303
  
              Case Number:               18018169
              Date of Notice:             September 14, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Our records indicate that on August 1, 2022, *************************** subscribed to the Connect More Internet at a promotional rate for 12 months effective August 6, 2022 to August 5, 2022. The offer is subject to a 12-month term agreement effective August 2, 2022 to August 2,2023. Additional services, equipment, taxes, and fees are not included in the package price and are subject to change. On August 1, 2022, ********** successfully went through the customer approval process and provided her consent via email.
  
  Monthly charges *** be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card.The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments.
  
  As of August 31, 2022, a Xfinity Mobile discount for 24 months effective August 31, 2022 to August 31, **** was added. On September 15, 2022, I spoke with ********** and advised the information above. The billing on the account is accurate.
  
  I confirmed that on August 2,2022, a one-time credit was applied to the account which explains why the first bill generated on August 2, 2022 was lower than normal; however, this is not a monthly credit. I offered to downgrade to Connect Internet (50 Mpbs download/10 Mbps upload) to lower the monthly bill. ********** declined as she wants the Connect more speed (100 Mpbs download/10 Mbps upload). No changes were made.
  
  On September 21, 2022, a Xfinity Mobile agent spoke with ********** regarding her Xfinity Mobile billing concerns. The Xfinity Mobile records indicate ********** signed up for Xfinity Mobile services on August 1, 2022, under the By the Gig Plan per gigabyte. ********** purchased a ****** Pixel 6a, 128 GB Charcoal on August 1, 2022, under a promotion "****** Pixel 5G On **", where Xfinity Mobile customers can qualify for a ****** Pixel 6a On ** when adding to a new line of service and porting an existing phone number.
  
  ********** will receive this credit, equal to the full retail value of the device, on their monthly bill spread over 24 months. ********** stated she does not have any Xfinity Mobile account concerns and would like to continue with her services.
  
  At this time no additional credits are warranted on the account. 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,
  
  
  Gay R.
  Executive Customer Relations

  Customer Answer

  Date: 09/27/2022

  [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: 18018169
  
  I am rejecting this response because:
  
  Gay R. did contact me about the billing issue and offer either a downgrade of internet or contact mobile service to cancel mobile service.

  I don't like the idea of downgrade because when I start the purchase ,I aim for 100Mbps speed and I was told this speed plan can be $20 by 2 different agents. If I choose downgrade, I become the one making compromise! 

  So I tried another one and talk with agent from mobile. And what I got is I can cancel my $15/month plan ,but I need to pay for the phone because it has passed 40 days after Aug,1st. If I weren't told by the initial two agents that my internet bill will remain $20 , I can cancel mobile within that period. But if I cancel it now I am the one pay more money!

  Either solution is based on my lost, of course I don't like! I don't feel they think they did any thing wrong and trying to make up to please customer, but simply give me poor options to choose from and waste my time and patience. 

   

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

  
  

• Initial Complaint

  Date:09/13/2022

  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 called t cancel services on Aug 15th 2022 never was done even though agent said it was. We went in person to ************ ** store to cancel she said it was done. Went on vacation returned. Tuned on to see if off still not. I called today September 12 2022 to cancel. Told we are getting billed because we turned it on. This is ludicrous to keep getting billed for their s**** **** How many customers have they continued to do this to as well? Should be unlawful to leave it on in hopes you forget so they charge.

  Business Response

  Date: 09/28/2022

  
  September 28, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **************************************************** Suite 1330
  ************, ** 19103
  
  Re:***** and *******************;
  319 ***************
  ************, ** 30248
  
  Case Number:        18018168
  Date of Notice:       September 14, 2022
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** and *************************** regarding Xfinity service.
  
  On September 20, 2022, I spoke to Ms. ************************** authorized user, regarding a billing concern. ******************** records reflect that on August 15, 2022, Comcast received a call from ******************, however, the customer was not still on the line at the time the call was answered. On August 15, 2022, ****************** spoke to a Comcast representative and requested a disconnection of service effective August 21, 2022. But the disconnection order was not entered. On September 12, 2022, ****************** contacted Comcast to ask that the disconnection request be completed. The account was disconnected on September 12, 2022 with an effective date of September 11, 2022. The billing statement issued on September 12, 2022 reflected a credit balance. 
  
  On September 14, 2022, I applied a credit for services billed from August 21, 2022 through September 10, 2022, leaving a total credit balance. On September 15, 2022, the credit balance was refunded to the originating credit card, which takes 3-5 business days for the customer to receive. On September 20, 2022, ****************** confirmed receipt of the refund. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  

• Initial Complaint

  Date:09/12/2022

  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-Xfinity is fraudulently billing me for a service I did not incur. There is a charge of 54 dollars hidden in the $99 bill they are charging my card for. One of the problems with allow companies to hold your credit card for monthly billing is that they abuse it. Comast-Xfinity bills my card for monthly service for $45 per month. That is our agreement. I have had internet service for 3 months now.June 2 bill: 1 dollar for start up fee July bill: $45 August bill: $45 Sept bill: $99 (that is 54 dollars additional and has no explanation for the additional charge)I have never used Comcast-Xfinity to do any service work at my home. I did my own installation and purchased my own modem. There part was merely to remotely turn the service on. So there should not be any charges related to at home technical service. The horror here is that Comcast-Xfinity is abusing their billing and customer trust. I have attached every bill Ive received from them and you will notice that the most recent has the $54 charge above the monthly $45 charge and says it includes a late fee. This is also highly untrue that I could incur a late fee since Comcast-Xfinity holds my credit card and bills it monthly. This is a very horrible experience.

  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:****** ******
  *** ***** *****
  Loganville, GA *****
  
  Case Number:********
  Date of Notice:September 13, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On September 15, 2022, I communicated with **************** via email regarding a refund request. Our records indicate that **************** filed a billing dispute prior to his August 1, 2022 billing statement being generated, which caused the balance from July 5, 2022 to reflect as not due until the dispute was resolved. 
  
  The dispute was created on July 22, 2022 and closed on July 27, 2022 with notes stating that the balance on the account was correct. Another billing statement dated August 1, 2022 generated reflecting the billing disputed balance. The billing statement dated September 1, 2022 generated and reflected a past due balance for the disputed charges, new service charges, and a late fee. 
  
  A late fee applies when an account is past due every 30, 60 and 90 days. A late fee is applied for payments not received within 30 days of the first day of a customers billing cycle and each 30 days thereafter until payment is received. 
  
  On September 23, 2022, a credit was applied to ****************** account to compensate for the late fee. The credit will reflect on billing statement dated October 1, 2022. Please be advised the billing on this account is accurate. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868, Extension ********.
  
  Sincerely,
  
  Jason Z.
  Executive Customer Relations