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

27,469 total complaints in the last 3 years.
8,930 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:09/12/2022
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.
I have been a customer of the company for several years my son was in *********** and needed the internet services to complete homework assignments etc the xfinity essentials program was a discount to low income families with school aged children so we took advantage advantage of the services thinking we were helping my son he wasn't able to get adequate internet service most of the time and when we'd contact the company they would try to troubleshoot and fix the issue but never did I could never use the streaming service for movies with my cable TV and couldn't access my laptop so that let us know our signal for WiFi was really weak and unable to be used for its full intent I made several more calls and finally requested for a tech to come out and check the equipment this was in March 2022 so they did the tech informed us that we needed a new WiFi tower and that there was too much energy flowing through our signal for us to receive the adequate usage of the service we received a bill shortly afterwards for over $500.00 when I tried contacting an agent about this ridiculous amount I had been billed when my service never properly worked and I had been paying $9.99 monthly for several years and there's no way my bill should be that expensive they would agree but everyone I would speak to would have something different to say than what the previous agent would say so I don't mind paying what I owe them for the sketchy services we did receive but this amount I'm being billed is blown way out of the neighborhood of what we owe I need Xfinity to do the right thing and lower that balance to what is actually owed and stop trying to overcharge me for services that I did not use nor had access to for months Thanks in advance and I'll be listening for your response to this matter
Business Response
Date: 10/06/2022
October 6, 2022

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

Re:****************************************
1245 **************
******, ** 38801

Case Number:17898472
Date of Notice:September 2, 2022

Dear Sir/Madam:

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

I have made several attempts to contact ********************************* via telephone and email to discuss her concerns. Unfortunately, all my attempts were unsuccessful. Although I was unable to contact ********************************* a review of her account was completed. Comcast records reflect that the last completed service visit at ************************-***** residence was on January 29, 2022. The technician corrected the issue by replacing a splitter, connector, and drop cable. There are no records of ********************************* reporting service interruptions after the completed service visit.

On December 14, 2021, ********************************* accepted a 12-month promotion for Xfinity *************************** which does not include equipment, taxes, and fees in package price. Customer approval for the package was received via text message.

Additionally, the last payment that was processed to the account was on January 4, 2022, for services rendered from October 16, 2021 through December 14, 2021. On March 10, 2022, ************************-***** account ending in was interrupted for non-payment. The disconnection of the account was completed on April 9, 2022. On that same day, an early termination fee was applied to the account due to the disconnection being completed prior to the end of the 12-month agreement. On May 24, 2022, the unpaid balance was referred to a collection agency. On April 9, 2022 and August 12, 2022, the Comcast-leased equipment was returned and the unreturned equipment charge was removed from the account. In order to restore the services, a payment for the balance due is required. ********************************* was provided my direct contact number should she require additional assistance. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

Please contact me directly should you have any additional questions or concerns.

Sincerely,

****************
Executive Customer Relations
*********************************
Initial Complaint
Date:09/12/2022
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.
IVE BEEN TRYING TO GET MY REFUND BACK COMCAST DREW 257.86 OUT OF MY DEBIT CARDS TWICE ON AUG 14 2022 AND WHEN I FOUND OUT ON AUG 16 2022 IVE BEEN IN CONTACT WITH THEM AND I GOT SO MANY REFUND TICKET NUMBERS THEY DID PUT BACK INTO MY BANK ACCT 157.86 BUT THAT WAS ALL AND I KEEP GETTING IT WILL BE DEPOSIT IN 3-5 DAYS BUT HASNT AND NOW THEY TELL ME TO GET MY BANK TO REFUND IT WHY WOULD MY BANK DO THAT NOW IM OVER DRAFT CAUSE OF THIS MESS 160.00 AND STILL ADDING UP I LIVE PAY CHECK TO PAY CHECK I DONT WANT IT ON MY CABLE BILL NEEDS TO GO BACK INTO MY BANK ACCT I DO HAVE ALL MY CHAT DATES AND WHO I CHATTED WITH AND TIMES. TODAY THEY TELL ME THEY DONT SEE ANY REFUND WELL MY BANK TELLS ME DIFFERENT THEY TOOK IT OUT ON THE AUG 14 ON ONE DEBIT CARD THEN ON AUG 15 ON THE OTHER I NEVER GAVE THEM PERMISSON TO TAKE IT OUT TWICE ACCT IS **************** ADDRESS ******************************FLINT MI *****. IVE TRIED EVERYTHING AND LIKE I SAID I KEPT GETTING DIFFERENT PEOPLE TELLING ME DIFFERENT STORIES NOW I NEED MY MONEY BACK SO I CAN GET OUT OF WHOLE WITH MY BANK AND FEED MY FAMILY AGAIN THEY TOOK OUR FOOD MONEY AWAY. I DONT WANT APPLOIGY I WONT MY MONEY BACK
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:       Case Number:                      ********
            Date of Notice:             September 12, 2022

*******************************
            **** *************
            Flint, MI  *****

Dear Sir/*****:

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 spoke with ******************* regarding his billing related concern. On August 12, 2022, ******************** made a one-time payment via the web using his **** card (ending in ****) and reflected on the billing statement dated August 16, 2022. On August 14, 2022, the scheduled payment appeared on the account and reflected on the billing statement dated August 16, 2022. On August 17, 2022, ******************** requested a chargeback through his banking institution refunded back to the **** card (ending in ****) requested on August 14, 2022, to attempt to have the payment of made on August 12, 2022, returned and the remaining amount applied to the account of (****).

On September 3, 2022, ******************** scheduled a payment to be made on September 12,2022, with **** card (ending in ****). On September 9, 2022, ******************** removed the scheduled payment that was to be made on September 3, 2022, for September 12, 2022, with **** card (ending in ****).

There is no record of a payment being taken twice on August 14, 2022, as one was on August 12, 2022, and August 14, 2022. All payment on the account were authorized by ********************. On September 15, 2022, ******************** confirmed that he did receive the chargeback requested through his banking institution back to his **** card (ending in ****).

Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

Eric G.
Executive Customer Relations
Initial Complaint
Date:09/12/2022
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.
Xfinity had several outages. During a recent call I requested to be credited for the time I was not provided internet service.Representative indicated they can only provide credits for lack of services during the last 90 days.Representative also indicated they don't do that automatically.I had lack of service in April and representative did not want to resolve.Expected:* Comcast/xfinity to automatically provide credits whenever there is a lack of service * Credit of $2.42 for the lack of service on April 26, 2022
Business Response
Date: 09/29/2022
September 29, 2022

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

Re:       ******* ********
            ***** ** **** ****
            Bellevue, WA *****

              Case Number:                    ********
            Date of Notice:             September 12, 2022

Dear Sir/Madam:

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

Our records indicate *** ********’s area was in an unplanned outage on August 23, 2022, September 4, 2022, and September 12, 2022. On September 12, 2022, *** ******** received credit for these outages.

On September 14, 2022, I spoke with *** ******** regarding his compensation request for an outage from April 2022. I advised *** ******** credits are not applied for service issues experienced more than 90 days after the event. However, as a courtesy, I applied a credit to *** ********’s account for an unplanned outage he experienced in April. The credits will reflect on the October 1, 2022 billing statement. 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 ###-###-####.

Sincerely,

David R.
Executive Customer Relations
Customer Answer
Date: 09/29/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
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 wants the amount of $375 dollars in an account that is not mine, I never requested Comcast on that date, because I had **** all that time and I sent them the documents and they put the account in collection even though I showed them that I was not the one who requested that service
Business Response
Date: 09/28/2022
September 28, 2022

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

Re:************************************************************************************************************ 60659

File Number:18003753
Date of Notice:September 12, 2022

Dear Sir or Madam:

This letter is in response to the above-referenced complaint submitted to your office by ********************************
Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team. Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contact the victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
An incomplete fraud packet was submitted. To process this claim, ******************** will need to provide the following documentation:

Identity Theft Victims Complaint and Affidavit Form, completed.
Proof of residency during the time the Comcast services were under your name. You can submit lease agreements, utility bills, or mortgage statement with your name.
A copy of your valid government-issued photo identification card. You can submit a copy of your drivers license, state-issued ID card or your passport.

On September 19, 2022, a Comcast ***************** Assurance technician contacted ******************** to advise her of the aforementioned information and address any other concerns.

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

Sincerely,

***************** Assurance

[1] https://www.xfinity.com/IDTheftclaimform
Customer Answer
Date: 09/28/2022
[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]
I do not agree, I already sent the documents several times, I do not want to continue sending the same documents, I want a solution to this case, they need to agree because everyone who calls me asks for different dates and none of them gives a solution I do not agree I want a solution because this is not mine no estoy de acuerdo ya envie los documentos varias veces, no quiero seguir enviando los mismos documentos, quiero una solucin a este caso, nesecitan ponerse de acuerdo porque todos los que me llaman piden fechas diferentes y ninguno ne da una solucin no estoy de acuerdo quiero una solucin porque esto no es mio, *** cuenta no es mia
Complaint: ********

I am rejecting this response because:

Regards,

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

[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] I do not agree, I already sent the documents several times, I do not want to continue sending the same documents, I want a solution to this case, they need to agree because everyone who calls asks me for different dates and none of them gives a solution I do not agree I want a solution because this is not mine In this case, they need to agree because everyone who calls me asks for different dates and none gives me a solution. I don't agree. I want a solution because this isn't mine, that account isn't mine. Complaint: ******** I am rejecting this response because : Regards, ************************;
Business Response
Date: 10/14/2022
Attn: Complaint *****************************************
1880 ******************************************************., Suite ****
************, ** 19103

October 14, 2022

Re:          ***************************
2445 ********************
*******, ** 60659

BBB File Number:              ******** - Rebuttal
Date of Notice:             September 30, 2022

Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****************************
Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1]Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contact the victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
An incomplete fraud packet was submitted. In order to process this claim, ******************** will need to provide the following documentation:

Proof of residency during the time the Comcast services were under your name. You can submit lease agreements, utility bills, or mortgage statement with your name.
A Comcast ***************** Assurance technician made several attempts to contact ******************** to advise her of the aforementioned information and address any other concerns. Unfortunately, all attempts were unsuccessful. The technician provided his direct contact information should ******************** have further questions regarding this matter.
Sincerely,
***************** Assurance
**************

[1] https://www.xfinity.com/IDTheftclaimform
Customer Answer
Date: 10/14/2022
[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] I have submitted the package of documents many times, work with the documents that I send and do not keep calling me for the same thing different people, they have a precarious way of handling such serious matters

Complaint: 18003753

I am rejecting this response because:

Regards,

***************************
Initial Complaint
Date:09/12/2022
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 up for internet and cell phone services last December at my old address at ***************************************************************************** bought a new house in June 2022 and had to sell my old house and move. Before moving, I called Xfinity to transfer my ******** services because I work remotely and need internet at my new house. I was told because my new house is being built in a new community, Xfinity does not have their fiber installed yet, and I can't have services there. I opted for a different company for the internet service at the new house because I need internet on day 1 for my work. Xfinity has cancelled all my internet account and wants to increase my phone service by $50 monthly. The increase was communicated via email. I have been on the phone with Xfinity to give me the transfer code for my two cell phones ***********) and **********, but each time I called, I get transferred to different agents- I spent 7 hrs on the phone yesterday with no solution. This morning I spent over an hour at the store - the agent tried to call the customer service technician and also ran into the same drama I have been dealing with for over a week. I only want the transfer codes for my two cell lines - it is not Xfinity property. I cant afford extra $50 on top of $85 monthly for poor phone services. I need the transfer pins to join a different phone provider
Business Response
Date: 10/04/2022

October 4, 2022

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

Re:*******************************
456 ******************
****, ** 77493

Case Number:18008447
Date of Notice:September 19, 2022

Dear Sir or Madam:

This letter responds to the above-referenced complaint submitted to your office by ********************************

On August 22, 2022, ******************** voluntarily disconnected his Xfinity ************************* Although Xfinity Mobile customers who do not maintain either Xfinity Internet, Xfinity Voice, or Xfinity TV service are assessed a $25 monthly fee per line, Comcast has confirmed that this fee was not assessed to Mr. ********* two lines of Xfinity Mobile service following the disconnection of his ************************* Additionally, Xfinity Mobile customers can request a security PIN to port their telephone number to a new service provider at any time by following the instructions on our website.

On September 15, 2022, I spoke to ******************** to advise him of the above information and discuss his concerns. That same day, ******************** received a security PIN, and, on September 18, 2022, he ported his two telephone numbers to a new service provider. On September 19, 2022, I corresponded with ******************** to ensure this matter has been resolved, and ******************** confirmed that his two telephone numbers had ported and indicated he had no further concerns at that time. I provided ******************** with my direct contact information should he have further questions or concerns. Additionally, I applied a courtesy credit to Mr. ********* Xfinity Mobile account to offset the remaining balance.

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

Sincerely,

**************
XM Executive Resolutions
**************, Extension 3052722
Initial Complaint
Date:09/12/2022
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.
Problem #1 Xfinity is artificially inflating my data. We have three lines and around the middle of the month one of the lines (random which one) shows a big data usage (around 5G or more). The line in question is not being used any differently than usual. (Judging by Forums posts this is a common problem.)Problem #2 After I asked Xfinity to unlock my phone so that I could transfer service, I suddenly got an offer for unlimited data for the same price that I was paying for 10 GB of data. I signed up for this and received a confirmation. However, my account still shows the 10 GB data available even though I am in a new cycle.Demands:I am asking that Xfinity remove fraudulent data overcharges ANDchange my account to the offer I selected, $30 per month for unlimited data, as I am no longer able to choose this option via the website or app.
Business Response
Date: 09/30/2022

September 30, 2022

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

Re: File Number:18012003
Date of Notice: September 13, 2022
***********************
1460 ****************
*******************, ** 80525

Dear Sir or Madam:

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

On September 23, 2022, I spoke to ****************** regarding the Xfinity Mobile account billing. We have explained to ****************** our records indicate the shared data plan ****************** shares for three lines on the account have exceeded the plan ****************** currently has on the account, causing ****************** to have data overage charges. ****************** requested to upgrade the three lines on the account to unlimited. The plan upgrade became effective on September 23, 2022. As a courtesy, we applied a credit to the September 30, 2022, statement. I apologized for any inconvenience and overall experience 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 Escalations
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.
Xfinity mobile continues to take unauthorized funds from my checking account after I cancelled and no longer receive service. I am unable to contact or in touch with in any manner anyone from their customer service to resolve this situation
Business Response
Date: 09/19/2022

September 19, 2022

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

Re:       *****************************
            ***** ************
            *********, ** 49067

              Case Number:                    18012002
              Date of Notice:             September 12, 2022

Dear Sir/Madam:

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

Xfinity Mobiles Customer Agreement accepted before ********************** service begin states: You must remain enrolled in our automatic payment program using a valid credit/debit card in order to activate and maintain your Service. By enrolling in our automatic payment program, you authorize us to (i) to initiate recurring automated clearing house (ACH) debit entries or debit card payments from the checking or savings account you specify, or (ii) to initiate recurring charges from your specified credit card. The amount debited from your checking or savings account or charged to your credit card every month will be the then current balance on your Xfinity Mobile account. Your current balance is the amount on your Xfinity Mobile billing statement plus additional charges billed to your account after your billing statement was issued, less credits or payments posted to your account after your billing statement was issued. Once your enrollment is processed, all payments will be automatically withdrawn from your specified checking or savings account or charged to the designated credit card on the Xfinity Mobile billing statement due date, unless you terminate your authorization in the manner described herein.

Our records indicate three lines of service on Mr. ******** Xfinity Mobile account were disconnected on July 23, 2022, when the telephone numbers transferred to a new carrier. A final billing statement was generated on August 18, 2022, for prorated charges for service from July 18, 2022 through July 23, 2022. Xfinity Mobile received a payment on September 7, 2022, for the August 18, 2022, invoice via automatic payment.

On September 15, 2022, I spoke with ****************** regarding his Xfinity Mobile concern. The final billing statement was emailed to ****************** on September 15, 2022. I advised ***************** his Xfinity Mobile account is closed, and he will receive no further billing for Xfinity Mobile service. 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:09/11/2022
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 told Xfinity that I find suggestions that I should sign up to government assistance programs for poverty to be deeply traumatizing due to my past history. Despite my contacting customer service four times over several months, and being assured each time that the problem would be resolved, Comcast Xfinity has continued to send me harassing emails urging me to sign up to government assistance programs for internet service. Btw, I do not qualify for this program, so I am essentially being told to commit government fraud by Comcast. I now have no choice but to block all contact with them via email in order to avoid this harassment. I just want it to stop.
Business Response
Date: 10/07/2022
October 7, 2022

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

Re:       ***************************
            88 **************
            *******,** 97355

Case Number: 18009739
            Date of Notice:             September 12, 2022

Dear Sir or Madam:

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

Among other marketing communications regarding available Xfinity services and features, Comcast occasionally sends its customers marketing communications regarding the Affordable Connectivity Program (ACP). [1] The content of these communications does not suggest or guarantee a customers ACP eligibility.[2] ********************** can unsubscribe from marketing emails by selecting the unsubscribe option located at the bottom of the email communication, and she can manage all Xfinity Communication and Ad Preferences in the Settings section of My Account.[3]

On September 30, 2022, I corresponded with ********************** via email to discuss her concerns. I provided ********************** 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,

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

[1] The Affordable Connectivity Program (ACP) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under the Affordable Connectivity Program,current and new?Xfinity Internet customers who verify their eligibility through the ***********************************.s National Verifier?and then enroll in the Affordable Connectivity Program with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands)towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process by visiting https://www.xfinity.com/acp.
[2] The federal government determines ACP eligibility.

[3] https://www.xfinity.com/manage-my-account
Initial Complaint
Date:09/10/2022
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 moved from **** **** ******* * apt **** jacksonville fl to **** ****** ** middleburg fl. And its been chaos. I cant log into my acct says i need to activate which is done. IOn 8/9 i called spoke with john he opened ticket ********* to have my acct corrected and placed back on the installment plan that he said didnt transfer with my move. He also validated which acct number to use. But i am still getting billing emails with no amounts. As of 9/2 bill still had not been corrected. I called spoke to eric she said 1st ticket wasnt correct the bill was incorrect by $294.13 and she was opening ticket *********. Give it 3 days and followup to reenroll. On 9/9 i called spoke to crystal who said nothing was done on ticket and to call back after 530p on 9/12. I am getting no where. Bill still not fixed still not on plan.
Business Response
Date: 09/26/2022
September 26, 2022

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

Re:***********************
**** ************
Middleburg, FL *****

Case Number: ********
Date of Notice: September 10, 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 14, 2022, I corresponded with *************************** and confirmed that effective September 13, 2022, the account ending in **** was terminated for nonpayment. Since the account was disconnected, I was unable to further investigate to determine why **************** had been unable to access the account online. Once an account has been disconnected, customers are longer able to access or log in to the traditional Xfinity My Account app. They only have the option to access a limited version of their online account without signing in with their Xfinity ID and password to pay any remaining balance on the account.

Upon review of account number ending in ****, our records indicate that on June 26, 2022, **************** accepted a 12-month Installment Plan for her delinquent balance. A minimum payment was made toward the past-due balance on June 26, 2022, and the remaining unpaid balance was divided into twelve monthly installments. The monthly installment was expected to be paid each month for 12 months in addition to the regular monthly service charges. On July 4, 2022, a billing statement was issued that was due July 25, 2022. The balance due was comprised of the full monthly balance amount, a Late fee, account reactivation fee, plus the first payment installment. A payment was applied to the account on July 13, 2022, leaving an unpaid balance which was due by July 25, 2022. However, the remaining payment was never received.

Effective August 2, 2022, the account was removed from the installment plan due to **. ******* failure to maintain the Installment payment plan as agreed on June 26, 2022. Our records indicate that effective August 2, 2022, account number ending in **** was disconnected, and the services were transferred to the new account ending in **** at her new address. The Past due balance was transferred to the new account on August 2, 2022. On August 3, 2022, a billing statement was issued that was due by August 24, 2022. The balance was comprised of the past due amount, plus service charge for the August 2, 2022, through September 1, 2022, billing period, but the payment was never received

Our records show that on August 9, 2022, a request was submitted to transfer the Installment Plans onto the new account. On August 11, 2022, the request was denied because after she was initial enrolled on June 26, 2022, she failed to pay the full monthly balance due plus the installment amount as agreed. On August 28, 2022, a new billing statement was generated with a balance that was due by September 18, 2022. The new balance included the Delinquent amount, a late fee, and service charge for the September 2, 2022, through October 1, 2022, billing period.

A payment was applied to the account on September 7, 2022, leaving an unpaid balance. Effective September 13, 2022, the account was disconnected for nonpayment, a prorated credit was applied to the account on September 14, 2022, for the service charges from September 13, 2022, through October 1, 2022. This left a remaining account balance for service rendered to **************** from June 8, 2022, through September 12, 2022. The billing adjustment appeared on the September 14, 2022, billing statement. On September 15, 2022, an Early Termination Fee (ETF) was applied to the account plus associated taxes leaving the account with a final balance due. 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,

Samuel D.
Executive Customer Relations
Initial Complaint
Date:09/10/2022
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.
May 25, 2021 to Sep 3, 2022 i been over charged for two lines i wasn't aware about and complained to Xfinty Mobile in ** on the ******** ****, in mechanincsburg. They have notes and corrected some of the transactions done but don't want to pay the remaining balance owed of $795.40 and i filed a dispute against all charges and then chime closed my account. I never had 2 lines and the reps @ the retail store admit to the mess up.
Business Response
Date: 09/28/2022

September 28, 2022

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

Re:       *****************************
            ********************************************************************************************************************************** 17025

                Case Number:                      18007254
                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.

I spoke with ********************** regarding his Xfinity Mobile account on September 14, 2022. Our records reflect ********************** visited a Xfinity Retail location and purchased an iPhone 12 Pro *** on March 17, 2021. The new device was inadvertently added as a second line of service instead of a new device on the existing line.

Refunds to Mr. ********** original payment method were processed on September 6, 2022. On September 22,2022. A refund check was shipped via ***** ********************** can expect delivery in one to three weeks. I apologized for any inconvenience this may have caused while attempting to resolve this matter.

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

Sincerely,

****************
XM Executive Resolutions
************** Extension 3052800

Customer Answer
Date: 09/28/2022
[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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