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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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  Comcast

  3303 Main St Springfield, MA 01107-1111

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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:09/10/2022

  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.

  September 2021 - Reached out to Xfinity to inquire about bringing 2 phones over from other carrier and if that was possible. After looking up our phones we were told they would send us two free phones and that we could take the *** cards out of those and just put them in our phones. I confirmed that there would be no strings attached and that the phones were truly free since we would not even need them. I was assured that this was the only way to get the *** cards and there would be no charge or financial responsibility or contract for the 2 free phones.August 2022 - we moved from ******** to South Carolina and since we could not get Xfinity internet in this state the Xfinity Mobile charge would increase since we were no longer internet customers. So we cancelled the phone lines. We were then notified that we still owed over $400.00 on the two phones that they claimed were free and not part of any contract. After contacting them multiple times they stated there was nothing I could do even though I brought this issue up to managers, they said we had to pay no matter what we were told. I feel that this was a bait and switch as we would not have gone with this Mobile carrier because we already had phones and did not want new ones. I even offered to send the 2 phones back to them since they were both in the boxes they came in since we never used them. Since they had my credit card information and I was not able to remove it (also concerned that they would send me to collections) I felt I had no option but to pay for the phones that I did not even use. I would like to be reimbursed for this since this was not what I agreed to. My account number is ********** with **********************.

  Business Response

  Date: 09/28/2022

  Tell us why here...
  September 28, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:       *************************
              *************************************************************************************************************************** 29607
  
                Case Number:                    18007255
                Date of Notice:             September 13, 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 13, 2022, I spoke with ******************** regarding his Xfinity Mobile concern(s). Xfinity Mobile records confirm that on September 2, 2022, ******************** purchased two ******* Galaxy A42s under an On ** promotion. If a phone number is ported in within 30 days of purchase, a credit equal to the devices payment will be applied each month. If the service on the device is discontinued for any reason, the remaining payments of the device become due. ******************** ported out his telephone numbers to a different provider on July 25, 2022. I advised ******************* that as a one-time exception, we would allow the devices to be returned if they were in like new condition. On September 14, 2022, ******************* was emailed a ***** return label to ship both devices back. On September 19, 2022, the Xfinity Mobile warehouse received both devices successfully. On September 26, 2022, both devices were graded in good condition. On September 26, 2022, a refund was initiated for the device payments ******************** made on September 9, 2022. I advised ******************** he can expect to receive his refund back to his debit/ credit card within 3-5 business days.
  
  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,
  
  
  **********
  Executive Customer Relations
  ************** Extension 3005331

  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,
  
  *************************
  
  

• Initial Complaint

  Date:09/09/2022

  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 August 12 2022 me and my mom ******************* walked into the xfinity store to get me a new phone at 9:18 am. I asked the sales women for the ******* s22 ultra in the 512 gb model. she went in the back and came out and said they had it in 2 colors. i wanted the dark color. she goes and gets it and scans the box. she said that its on sale for $400 off and my bill would be under $100. I said good. she never verified that the phone was the one I wanted. she ran my card for the payment and proceeded to set up the phone. the only time i was handed the phone was to set up my passwords. while i was waiting for the phone the manager was walking around and told both the sales women that if they meet the quota for selling phones the would get a gift card. i was lied to about what phone was beinghanded to me. i did not find out that it was the wrong phone until I dropped it and started the insurance claim. now i have a phone that i did not want. i was not going to sign a 2 year contract with xfinity mobile if i couldnt get the phone i wanted. i was going to go to another cellphone provider. now im stuck.

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  
  Better Business Bureau
  1880 ***************************************************, Suite ****
  ************, ** 19103
  
  Re:       *******************
              ******************************************* 2
              *********,** 08332
  
                Case Number:                    17981358
              Date of Notice:             September 9, 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 ************** purchased a new ******* device on the existing Xfinity Mobile line on August 12, 2022. The device sold at the retail location was a 128GB model. The device packaging was provided to ************** at time of sale, as was a receipt via email. Xfinity Mobile has a 14-day customer guarantee period wherein a device can be returned or exchanged for any reason,however, ************** did not express his interest in swapping devices until September 8, 2022, when he contacted our care team for information on filing a damaged device claim. This date is outside of the 14-day period, and it is not our normal policy to accept returns of damaged or previously replaced devices.The 512GB model of the ******* Galaxy S22 is not currently in stock.
  
  On September 12, 2022, I spoke with **************, an authorized user on ********************* account, and provided an explanation of our purchase and return policies. The device cost ************** is paying is accurate for the make and model provided at time of sale. As a courtesy, I offered to accept a return on the replacement device he was about to receive from our device coverage partner, and to provide information to port his number to another carrier, or to purchase the desired model device elsewhere and activate on his existing line of service with Xfinity Mobile.
  
  On September 27, 2022, I spoke with ************** again, and he confirmed he will be keeping the 128GB model replacement. I advised him I will honor the courtesy offered until October 11, 2022, should he wish to contact me and get the process started. I apologized 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:09/09/2022

  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'm on the board of directors for the Hickory Lane *********** HOA. For many years Comcast Xfinity technicians have come out to service homes in our community and will leave the utility boxes open and cables exposed. Homeowners in this community have tried relentlessly to get Comcast Xfinity to come out and fix the broken utility boxes and cover up the exposed wires coming from the utility boxes, with NO success. This has also become a safety and legal issue as children play on the boxes and play with the exposed wires. There are 30+ utility boxes that are damaged in our community, and we would like a resolution now. We would like Comcast/Xfinity to fix the boxes that belong to them and also ensure that their technicians properly clothes and lock the utility boxes after providing service.Also, while laying cable from Units to the utility box (s), contracted technicians often cut working cable lines from other neighboring Units. The contracted company often says, too bad, call Comcast Xfinity and have them send someone out to replace the line we cut. Then the process of laying AND cutting lines of other Units happens again, again, and again. They dont care. They dig without caring if they are cutting another Unit's working line. This has occurred on 5+ occasions.

  Business Response

  Date: 10/03/2022

  Please see the attached response.

   

• Initial Complaint

  Date:09/09/2022

  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.

  Comcast poor service and poor customer service.The passed year i call ************************ and unplug Modem 50% time to fixe my issues. Slow or no internet. Comcast has VERY poor customer service.Cant talk to a Human always a auto responds witch doesn't help. you can spend hours on the phone with there AUTO responds and not get any where. this issue has been going on for a year. just upgraded my service from 600to 1200 speed and get a new modem XB8. They sent the same one i already have.Comcast sent the same one i already have, front modem. they are to send me a XB8 Modem. *** the poor internet service the passed year NO service or slow internet, NOTE they say there issues in our area all the time. Comcast seems to lie and not fix the problem they only care about money and not take care of there customers.I have talked to Corporate 5 or 6 times and seems like its the same old same old never addressing issues, also need humans answering the phones would be nice. STOP lying to your customers. if i call customer service because i have no service or very slow service i wanna talk to a human there is no options to do that comcast auto response keeps looping you or will hang up on you . is this really good customer service? ********************** must think i am stupid, this is how they treat me. they gave me a credit of 170.. that isn't half of there poor service for a year, why do i need to call CORPORATE office just to get any service, why have customer service if nobody ( ***** ) answers your calls ? Account # ******************** promise service,equiment and not send the right item XB8 modem DONT send the same one i already have. How stupid is this waisting my time and my gas returning olden is the same as they send me.

  Business Response

  Date: 09/27/2022

  
  September 27, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 ***************************************************, Suite 1330
  ************, ** 19103
  
  Re:*********************
  575 ************************
  ************, ** 49503
  
  Case Number:       18002510
  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 service.
  
  On September 13, 2022, I spoke with ************** regarding his concerns.  Our records indicate on September 1, 2022, ************** repackaged the account and accepted a self-installation kit for a new wireless modem.  The self-installation kit, which included a XB7 Wireless modem, reflects as being delivered on September 3, 2022.  On September 13, 2022, ************** confirmed the modem was received and successfully installed.  However, ************** indicated he continued to experience a service issue.  On September 14, 2022, an appointment was completed at which time the technician determined the Comcast service was functioning properly.  As a precautionary measure, the technician replaced the XB7 modem with an XB8 wireless modem.  The account was billed a service visit fee for the appointment on September 14, 2022.  On September 21, 2022, I spoke with ************** who confirmed the service is working properly.  The signal levels to the equipment reflect as being within the appropriate specifications.  
  
  On July 31, 2022, a credit was applied to the account for two months of service charges.  A credit was also applied to the account on August 3, 2022 as a courtesy.  The credits are reflected on the August 7, 2022 billing statement.  On September 21, 2022, I applied a credit to the account waiving the service visit fee received on September 14, 2022.  The credit will be reflected on the October 7, 2022 billing statement.  Mr. ****** request for additional credit is respectfully denied.  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: 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]
  
   Complaint: 18002510
  
  I am rejecting this response because: I think its funny **** @ comcast and feed you a line of BS because they think they can 

  Sadly they need work on the poor lack or customer service They give you a year of poor service and yet they think its ok to lie to you and then they say they wanna come out to look @ my service just so they can try billing me even more then **** at comcast says they will bill over ****** YET they wanted to come out look @ my service and they DID NOTTING  then wanna bill you ****** yet in the passed they will say if they did notting they can't bill you seems they make up BS and will lie to you COMCAST need to get there  act together and stop lying to there customers. You pay for service. you should be getting 100% service . I told **** i do not like being lied to and i will keep track how often i have poor service or no service and i will  start showing BBB they do this a lot poor or no service because they COMCAST do this a lot and . I believe  if more people know this you would have a lot more complaints also when you call comcast for services you DO NOT get service. WHY should i have to call coorprate to get service? also Comcast customer service to talk to a human is VERY VERY POOR, you think when you pay ******** for service you want good service all the time and not out for hours half days or days  because they always say they are fixing things in there area. you can word it any way you want bottom line is stop lying to your customers COMCAST. and any customer service all of them should tell you the same **** @ cooperate will tell you NOT to unplug your modem but yet there service department or repair man will tell you to unplug it so these are things seems nobody knows do you unplug your modem or not **** is just a office guy in corporate office I think people out in the field would know best they are out in the feild / not a pencil pusher like **** who doesn't know or the people  when you call customer service and takes you hours to talk to a human when you keep calling and you hardly ever get a human when you call there customer service for help   why can't we see there is issues with comcast. I guess i need to give everyone i know cooperates phone number because customer service is worthless why should we have to call cooperate just to get help ?? YET  where is the XB8   ?  that i am told i am to receive ? this is another lie  from comcast. telling me this was a XB8  **** just told you this is NOT a XB8 as i was told i would get. COMCAST just will lie to your FACE as you see the picture i sent says this is to be a XB8  PICTURES don't lie do they ? the credit was only $170.00 unlike my ******** for the year i payed for the poor service this is not even half like the half the service i received from comcast. break this down i payed $850.00  for poor service or no service. I told them soon as i have poor service or no service i will send BBB another complaint showing how often i have issues yes i am mad i spend hours append hours truing to get service again from comcast Do you think i should've to contact corporate just to get any service ? that is the real question you should be answering your self ?  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/08/2022

  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 July 25th, I cancelled services with Xfinity in person at a store in ****, **********. The woman who helped me let me know I would receive a refund of services totaling $82.69 because I had paid for services in advance.Around August 5th, I called and spoke to a woman on the phone from Xfinity as I was checking up on when I would receive my refund, and she had informed me that I would receive my refund through the mail in the form of a check. No check ever came.I then received a letter in the mail on September 4th telling me I would receive my refund within 30 days of my account being disconnected which would be no later than August 25th. So I received this mail telling me I would get a refund within 30 days of disconnecting service over a month after I disconnected services.The date today is September 6th, and I still have not received a check or any refund in any form. I called Xfinity to ask about the refund and the woman I spoke to told me a refund was processed back on August 31st through my bank account. I am very confused at this point as I was expecting a check this whole time, and I have not received my refund within the 30 days the letter tells me I would. I asked to speak to a supervisor and she disconnected the call and put me on to an automated voice service which made me start all over again. I want my refund of $82.69, and I should have received it within 30 days and I did not. Today is September 6th. I disconnected services on July 25th.

  Business Response

  Date: 09/20/2022

  September 20, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*********************************************************************************************** 98032 
  
  Case Number:17925384 
  Date of Notice:September 9, 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 12, 2022, I spoke with ****************** briefly regarding a refund request. Unfortunately, my follow up attempts to speak to her again were unsuccessful. Our records indicate that ******************' account was disconnected on July 25, 2022, as stated in the complaint. On August 31, 2022, a refund for the credit balance was processed back to the card on file. I sent ****************** an e-mail detailing this information. 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 at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:09/08/2022

  Type:Product 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 first reached out to BBB August 1st concerning Xfinity erroneously charging my bank account twice. Since then, "******************Executive Customer Relations" has given me the run around in regards to my refund. He/She originally told me that I could not receive a credit to my account due to the money being withdrawn directly from my bank and not via credit/debit card. He/she told me that the transaction had to fully process and on August 17th he/she informed me the the refund department issued a check on the 12th and that I'd receive the check within ***** days via ***** I reached out September 1st because I still hadn't received the check in the mail and now he/she has changed the story and is now saying that the money has already been refunded which is not true. I informed ******* that due to Xfinity's mistakes, I couldn't pay August's bill until the refund check was received as I live paycheck to paycheck already and had made every attempt to make sure this mistake wouldn't happen. Now I owe Xfinity $120+ because they've added all kinds of fees, but they can't be bothered to send my money back. I'm far past the point of being understanding when I've been told it's my fault and I've been told my refund is on the way, just to turn around and be told I'm not due a refund because the payment didn't clear even though the money is no longer in my account and Xfinity is the only account that my bank is saying took the money out. It's been a month of begging and pleading for my money and throughout the entire process ******* has IMPLIED that it's my own fault that this has happened despite verifying that each representative that I've spoken to has not given me the correct (or all of the) information needed. The first complaint was "resolved" because I was waiting on the refund and the complaint timed out, but nothing has been resolved and Comcast/Xfinity is refusing to refund my money.

  Business Response

  Date: 09/27/2022

  September 22, 2022
  
  
  Better Business Bureau
  1880 ***************************************************, Suite ****
  ************,** 19103
  
  Re:       *************************
              ************************************************************************************************************************** 30062
  
              Case Number:               17925295
              Date of Notice:             September 9, 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 attempted to contact **************** several times to discuss all concerns. While my attempts were unsuccessful,our records indicate on July 1, 2022, **************** established an account ending in **** online without the assistance of a representative. I confirmed on July 1, 2022, a payment was processed to account ending in ****. On July 24, 2022, the payment for account ending in **** was reversed and the account billed a returned check fee. I verified the account was enrolled in automatic payment. On August 1,2022, a courtesy credit was applied to the account ending in **** to compensate for the returned check fee.
  
  On July 26, 2022, a request was submitted for the disconnection of account ending in **** with an effective date of July 6, 2022. On August 12, 2022, a refund was processed. However due to the returned payment not fully processing, this caused the credit applied on August 1, 2022 to be invalid. On August 31, 2022, I applied a credit to the account ending in **** to compensate for the returned check fee. On August 31, 2022, I applied a credit to account ending in **** for the remaining balance owed.
  
  On September 11, 2022, the previous payment was reversed, and the account assessed a returned check fee. On September 12, 2022, I applied a credit to account ending in **** for the balance owed, leaving a zero balance. I verified no further refunds or credits are warranted for account ending in ****.
  
  Additionally,on July 1, 2022, **************** established new services with account ending in ****. I confirmed **************** processed a payment for services billed from July 1, 2022 through July 31, 2022. On September 11, 2022, the payment was reversed,and the account assessed a returned payment fee. On September 12, 2022, *************** processed a payment to account ending in ****, leaving a balance owed for services billed, a late fee, reactivation fee, returned check fee and the services being interrupted for non-payment. I verified **************** is being billed correctly for her current subscribed services with account ending in ****. On September 15, 2022, an email was sent to **************** providing my direct contact number should she require additional assistance. 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,
  
  
  ****************
  Executive Customer Relations

• Initial Complaint

  Date:09/08/2022

  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.

  During the break of the pandemic when everythinng was shut down, my Wife and I were home working from computers as teachers doing remote learning with our students.Around this time my contract was up with Xfinity. I explained the situation with the rep over the phones and asked if there was any teacher deals/discounts. The rep stated that there was in fact no deal, and continued forward with upselling me for the next years worth of service. I continued to explain that we may or may not end up jobless and looking for something that allows us to do our jobs and that if we became jobless would be managbly affordable. he kept stating there was no discount. Being that we needed internet to have a job at the moment I felt backed into a corner and agreed because we needed access to teach and meet with students. a school that was designed for kids with autims specific needs. So i eneded up with a contract paying more than i previously was. Fast foward to the next years renewal I was denied it again, saying the teacher rate was not a thing.I told them I heard and read otherwise that conversation ended in me being upcharged again. I reaching out trying to figure out what the issue is that I am not receiving the teacher discount, that I could provide certification of my wife and myselfs jobs. Anyhow now I have been playing the transfer game with Xfinity and that they seem to purposly transfer me to the wrong departments. I finally called in and it became the same issue. I would tak to this person and that person. Finally when all seemed hopeful this wonder rep was working on my account and talking with her manager and I was on the phone hopefull for nearly an HR thinking this was bring handled. She came on and asked if I was looking for full reimburstment or partial. I said I do not know the cost of the teacher discount and the difference in waht it is that I am paying now but that I would like that cost difference for the months of April 2020-Sep 2022 difference reimbursted.

  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:       **** ***           
              **** ***** **** *****
              Maple Grove, Minnesota *****
  
              Case Number:               ********
              Date of Notice:             September 8, 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 16, 2022, I spoke with **. ************ a billing concern. ********** was seeking confirmation concerning deals or discounts for educators. I informed ********** that Comcast did not have offerings of that type during the timeframe of his inquiry and currently does not have offerings of that type. Because the pricing of services was **. **** main concern, I repackaged ********** and he is currently subscribed to a 24-month agreement for the Superfast Internet package, which includes Superfast Internet. Equipment, taxes, and fees are not included in the package price. This package was effective September 16, 2022, and will expire on October 6, 2024, at which time, retail rates will apply.
  
  Please be advised the billing on the 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 **************.
  
  Sincerely,
  
  Triston M*************
  Executive Customer Relations

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising 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 received internet services with Comcast at ************************** Charleroi PA, *********. I closed my account and turned in all equipment in Sept 2020. Comcast currently has a past due amount on my credit account stating I restarted the service in Nov 2020. I had already moved 2 hours north of that location and had no reason to restart internet service. I attempted to get this issue cleared with comcast. They explained the service was shut off and equipment returned in Sept 2020 and then somehow restarted in Nov 2020z They directed me to go to the nearest Comcast office which is about 2-3 hours from my current location.

  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:       *********************
              **** ****************
              Phoenix, AX *****
  
              Case Number:              ********
              Date of Notice:             September 7, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Upon receipt of this complaint, an account review was performed. Comcasts records indicate that ************* was previously subscribed to Blast! Internet only at its retail rate. Equipment, taxes, and fees are not included in the price and are subject to change.
  
  Records show on November 5, 2020, the services were interrupted for nonpayment. On November 5, 2020, a payment was made to restore services via Comcasts IVR phone system. This payment reflected on the statement dated November 8, 2020.
  
  Comcasts records indicate on November 14, 2020, ************** contacted Comcast to voluntarily disconnect service. Records show that services were disconnected that day and equipment also removed that same day. On November 23, 2022, the final billing statement generated, reflecting a service stop bill date of November 14, 2020, and reflecting a final balance due for services rendered.
  
  Please be advised that the billing is correct. As a result, any requests for credit are unjustified and are respectfully denied. On September 13, 2022, I communicated with ************** via email to advise of the above information.
  
  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:09/07/2022

  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.

  Comcast cut my irrigation lines in at least two places and caused $1700+ and growing in excess water bills. I've called numerous times, get no return phone calls, and they wrote an inaccurate report with incorrect assumptions (Number of people living in the house...) and decided I was not due money back. They did not even share the report. They fixed one hose with glue which did not hold and we had to repair it ourselves. That's minor compared to the cost of the water. We have pictures of both cut lines with Comcast cable on or next to the cut irrigation lines. I am one of many complaining about cut lines. Something should be done about large corporate companies using lengthy automated phone systems and promises to "call back" to avoid delivering quality services or avoiding repairs and damages. I need them to pay for excess water usage and they are dodging the issue putting the consequences of the cut line on me.

  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:*********************************
  ** *************
  Savannah, GA *****
  
  Case Number:********
  Date of Notice:September 7, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  An investigation was completed of **. ********** damage claim concern. A third-party contracting company was at the location on June 23, 2022 and cut a line within a zone. The line reflects as being repaired on June 27, 2022. The cut line would not have increased water usages to that zone. A review of the previous water bill compared to the following months bill confirms there was not an increase due to the cut line.  
  
  On September 21, 2022, I corresponded via e-mail with ********************** explaining the findings of the damage claim and reiterating the reimbursement amount offered by the third-party contracting company.  **. ********** request for additional compensation has been respectfully denied. I apologized 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,
  
  Rashea C.
  Executive Customer Relations 
  

• Initial Complaint

  Date:09/07/2022

  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.

  The Xfinity Mobile store on Pacific Ave offered me one of the worse customer experiences I have ever had. I went in the store twice in one day and did not get my issue resolved. Yesterday 09/01 I went it because I spent hours on the phone for the last two days troubleshooting with the xfinitiy phone team. When I showed up to the store, a manager by the name of ******************* was extremely unreasonable. I let him know my situation and he said it would be a 40 minute wait. I said ok and left. I came back that evening and I was told this time by one of his employees that calls himself ***, he would not give me a business card even after 40 minutes of waiting, he was a man of ******* complexion with black hair in a full ***** and facial along with a pony and likely around 6 feet tall. He was extremely rude. After they once again said a 40 minute wait I told them I'd be back and returned 20 minutes later to check on the status, which I found out that *** under ****'s supervision had took me off the waiting list when I came back in. I was told I had two people ahead of me. I said ok, I'd come back. I returned 10 minutes later and I encountered the same issue. Bad attitudes and unreasonable wait times especially since my phone has been down 2 days while I paid for the xfinity mobile service. **** is an awful manager who allows for his employees to be extremely rude as when I mentioned my concerns to *** as he told me it would be another 30 to 35 minute wait after I waited 30 minutes already. I told *** it's unacceptable and asked to speak to a manager. It was an extremely personalized wait time as I was let them know this is my second time returning and I already waited close to 40 minutes. When I asked for a business cars *** would not had me one for him at all or his manager right away. I would to make sure I get some kind of refund or free service for my time being wasted and being made to feel more like a burden than a customer. Please check the cameras, thanks

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:       ***************************
              660 ****************
      ********,** 95204
  
              Case Number:              17898742
              Date of Notice:             September 8, 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 8, ******** September 8, 2022, I spoke to **************** regarding her experience in our Xfinity store and her connection concerns for her personal ******* Galaxy Note10, device id ending ****. ********************** records show a pending order on September 1, 2022, that was causing any changes to take place on the line ending ****. Xfinity Mobile records show the phone number ending **** was transferred to Boost Mobile on September 5, 2022. On September 8, 2022, I cancelled the pending change order and disconnected the line ending **** for the billing cycle ending September 10, 2022.
  
  On September 8, 2022, *************** requested a refund for the time she had to spend for us not helping with her connection issues for 4 days. I advised **************** there was an ACP credit applied on August 10, 2022, for the billing cycle ending August 10, 2022. On September 5, 2022, a credit was applied to the billing cycle ending September 10, 2022 and I will credit the final taxes. On September 8, 2022, I advised *************** no other refunds will be processed for inconveniences or the expenses to go to another carrier.
  
  Xfinity Mobile will research the interactions in the Xfinity store and supply feedback to management. 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,
  
  
  ********************
  Xfinity Mobile Regulatory Specialist