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Comcast CorporationThis business is NOT BBB Accredited.
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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
- 27,453 total complaints in the last 3 years.
- 8,924 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/07/2022
Type:Billing IssuesStatus: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 paid off my phones with xfinity mobile and dont have any past due amounts and xfinity mobile has not unlocked my iPhones that show paid in full and have been paid in full for months. The website states that once phones are paid in full they will be unlocked.Business Response
Date: 09/19/2022
September 19, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*************************;
3805 ***********
********, ** 60443
Case Number:17927684
Date of Notice:September 12, 2022
Dear Sir/*****:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
I attempted to contact *************************** several times to discuss the concern. While my attempts were unsuccessful, our records confirm that *************************** met the device unlock requirements and on September 7, 2022, both iPhone 11 devices were unlocked. A new SIM card will need to be inserted to complete the unlock process. If there are any issues using the phone with the new SIM, we recommend restarting the device. 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,
****************
XM Executive ResolutionsInitial Complaint
Date:09/07/2022
Type:Customer Service IssuesStatus: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.
scam being run in a comcast call center,, 50% off bill for 2 years, pay $600 in gift cards,, Comcast knows this scam is operating out of their call center in ***** , but still allows business to be conducted in the call center , these scammers have full and total access to account holders info,, my account was charged $448 the $300 saturday 3 Sept, I was told by a comcast rep on chat this would be refunded MAYBE then on sunday another $197 was removed from my bank, I have requested contact by comcast rep who is in ******* and told there is no way to speak to a rep in *******Business Response
Date: 09/22/2022
September 22, 2022
Re:BBB File Number:17927683
Date of Notice:September 7, 2022*****************************
4 Country Road 241
************ 38846
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to your office by *********************************, an authorized user listed on ******************************* ********************** account.
Comcast takes the security of its subscribers accounts very seriously. When Comcasts security teams identify potential online or telephone scams, they post information regarding those potential scams to Comcasts Security Alerts Page.
Upon receipt of this complaint, Comcast *************************** investigated Mr. *********** concerns and determined that the interactions described in his inquiry were not with Comcast. ******, it appears as though the interactions were part of a scam perpetrated by an unauthorized third party. Comcast has no control over these unauthorized third parties. To verify the legitimacy of any callers that claim to be from Comcast, customers can call 1-800-Comcast. Charges made by Comcast would appear as Comcast on the customers card statement.
On September 9, 2022, a Comcast *************************** technician spoke with ************************ to advise him of the above information.
On September 8, 2022, a Comcast Executive Customer Relations representative spoke with ************************ to discuss his billing concerns, and apologized for any inconvenience he may have experienced. ************************ confirmed that the disputed amount was returned by his bank and has no further questions regarding this matter.
Please contact us directly should you have any additional questions or concerns.
Sincerely,
***************************
************Initial Complaint
Date:09/06/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
THIS LOCATION ARE SCAMMERS. I WENT INTO THE BUSINESS ONE DAY TO PURCHASE A ***** FOR MY MOM UNDER CONTRACT THROUGHT MY COUSIN "*****************************" PLAN. SO, AS I GET THE ***** AND BRING IT TO MY MOTHER SHE TOLD ME SHE DIDNT LIKE I*****S. SO THE NEXT FOLLOWING DAY WE BROUGHT THE ***** BACK TO THE XFINITY STORE. WE TOLD THE ***** THAT WE DID NOT WANT THE SERVICE ANYMORE THE PERSON WE GOT IT FOR DID NO WANT IT CAN I RECIEVE MY REFUND. THE ***** AVOIDED ALL QUESTIONS AND DID NOT WANT TO SEE US. WE WERE NEXT IN LINE SHE SAID "GIVE ME THE ***** AND I WILL REFUND" AS WE WERE WAITING FOR HER TO DO THE PROCESS SHE TOLD US "YALL STILL HERE? YALL ARE GOOD TO GO". SO WE SAID "OK" THEN WE LEFT. AS WE WERE LEAVING I WAS TOLD "THAT THE REFUND WOULD BE ON MY CARD IN 3 BUSINESS DAYS" WHICH THAT NEVER HAPPEN. CURRENTLY WHILE IM WRITING THIS I HAVE NOT RECIEVED THE REFUND. AND THIS WAS IN LATE 2020. SO AT THIS POINT THIS COMPANY AVOID GIVING BACK REFUNDSWHEN I CALL THEM. THEY TOOK OVER $200 DOLLARS FROM ME AND THIS IS 100 PERCENT FRAUD I WANT TO TAKE LEGAL ACTION ON THIS COMPANY FOR HARASSMENT AND FRAUD. ALSO THIS COMPANY HAS A 2 STAR RATING AT THE LOCATION. THERE ARE BAD FOR BUSINESS AND NEEDS TO BE SHUTDOWN. THE ***** DECIDED TO KEEP CHARGING ME EVEN AFTER I GOT A NEW DEBIT THEY CHARGE THAT. EVEN WHEN I GOT A NEW ROUTING AND ACCOUNT NUMBER THEY FOUND IT AND CHARGE THAT. I DONOT GIVE THEM CONSENT OR RIGHTS AS A CONSUMER FOR THEM TO BE CHARGING ME I WANT A REFUND OF ALL THE ***** THEY CHARGED ME AND I WANT TO SPEAK TO THE STORE OWNER. AND POSSBLY TAKE THIS SITUATION TO COURT IF I DONT RECIEVE MY REFUND.Business Response
Date: 10/07/2022
October 7, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*******************************
414 ****************
*********, ** 30253
Case Number:17898702
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 Mobile service.
I made several attempts to contact ******************** via telephone and email. Unfortunately, my attempts were unsuccessful. In order to resolve this matter, contact with ******************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
Sincerely,
********************
Xfinity Mobile Regulatory SpecialistInitial Complaint
Date:09/06/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This consumer stated over the phone that in mid August she had switched to Comcast for internet and phone. Since then she has had issues with receiving phone calls. She called Comcast they have sent a technician out to her house 3 times and still have not resolved the issue.Business Response
Date: 09/14/2022
September 14, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re: ****** **********************************************************************, ** 93436
Case Number:17924625
Date of Notice:September 6, 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 10, 2022, I spoke with ****************** regarding her service concern. Our records confirm the issue was caused by her previous phone company having not released her telephone number to be ported. On September 12, 2022, the service issue was corrected by contacting her previous telephone company to allow the number to be ported to Xfinity.
On September 13, 2022, I spoke with ****************** and confirmed that her telephone number had been ported and was functioning properly. Our records indicate ****************** was provided a one-time credit as a courtesy on September 6, 2022, which will be present on the September 19, 2022 statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
**************
Comcast Executive RelationsInitial Complaint
Date:09/06/2022
Type:Product IssuesStatus: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 contacted xfinity for. Plan with four mobile lines I had 4 numbers and 4 phones to transfer.xfinity sent me a phone I didnt want or need I attempted over 10 times to return they kept saying they would email me a return label and never did .they charged me for the device and I never consented!Business Response
Date: 09/23/2022
September 23, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re: *****************************
**********************************, Apartment 614
*******,** 77015
Case Number: 17919766
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 that ************** placed orders for four lines of Xfinity Mobile service with Bring Your Own Device SIM cards on April 25, 2022. One of these orders also included a new ******** device and fifth line of service in error.************** requested a return of the device shortly after receiving it, however,a system limitation prevented a return from being processed since none of the lines on the account were ever activated. A service credit was applied to the account on June 23, 2022, which reflected on the July 3, 2022, billing invoice,and another credit was applied to the account on July 11, 2022, which reflected immediately on the balance due at the time. On July 3, 2022, ************** requested the cancellation of all lines of service on her account, and this request was processed immediately. Billing for the Device Payment Plan associated with the ******** device continued until August 4, 2022, when the full remaining balance of the plan was applied to the account. The June 3,2022, billing invoice was paid on July 2, 2022, and refunded on August 3, 2022.Unfortunately, this refund was processed incorrectly, and the amount was applied to the account balance. This reversed payment, the remaining device balance, and the final invoice generated August 3, 2022, were all paid automatically in a single payment on September 1, 2022.
I spoke with ************** on September 12, 2022 and provided her a return label for the device. ************** returned the device, and our warehouse processed it on September 16, 2022. On September 21, 2022, I processed refunds for all device charges, and all service charges for every line on the account. These refunds will post to the original payment account within five business days. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
Sincerely,
**************
XM Executive ResolutionsInitial Complaint
Date:09/05/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Comcast over a internet issue needed a new modem mine is torn up and the lady sent a link I had to verify I was getting the box when I clicked the link she actually sent me a link to someone else account and when she did it linked their account to mine compromising my credit card and the other person information. I told her what she did and she says oh sorry sent me another link which was the correct one but when I told her someone else was linked to my account now she did not care hurried off the phone says oh its fixed. I had to call again same thing the lady had no clue then I chatted with someone to make the problem known n he sent me instructions how to get the persons account unlinked from mine. Comcast compromised the people information and my credit card showed listed to pay their bill. I was 2hrs trying to fix this. They have security issues with untrained customer service. I have all the screen shot pictures where she did it the other people's information and my credit card info I don't know if it's still listed to pay their bill or what that does?Business Response
Date: 09/26/2022
September 26, 2022
Better Business Bureau
1880 John F. Kennedy Boulevard, Suite 1330
Philadelphia, PA 19103
Re: ****** ***
*** ******** ****** **
Norton, VA *****
Case Number: ********
Date of Notice: September 5, 2022
Dear Sir or Madam:
This letter is in response to the above-referenced inquiry submitted to your office by ********************
On September 5, 2022, our agent inadvertently entered the work order for a self-installation kit on another Comcast customers account. The work order that was entered on the incorrect account was cancelled; however, due to the work order being created on the incorrect account resulted in ************ account being linked online to the other Comcast customers account.
On September 9, 2022, an Executive Customer Relations representative contacted ********** to assist her with the service concerns. ********* confirmed that her account was unlinked online from the third-party's account in question. ********** confirmed she is able to successfully log into her account online and view only her account and billing details. She no longer has any ongoing service issues in which require a service visit and confirmed the services are working correctly and to her satisfaction. ********** confirmed the wireless modem was received on September 7, 2022. ********** informed the representative she will install the new wireless modem at her earliest convenience. We apologize for any inconvenience and frustration ********** experienced while attempting to resolve this matter.
Please contact me directly if you have any questions or require additional information.
Sincerely,
Customer Security Assurance
**************Initial Complaint
Date:09/05/2022
Type:Service or Repair IssuesStatus: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 have attempted four times now to get this issue resolved for account *******************. I wanted to try Xfinity so on Aug 25th,2022 I signed up. The equipment came on the 27th and on the 28th I tried to self-install but it would not connect. So I returned the equipment on 8/29/2022 tracking # 1Z9Y648R9097197912(it was delivered back to Xfinity on 8/31/2022).I contacted on 8/28 to make sure the service was disconnected and I would not be charged for a service I did not use(cancellation confirmation 1001763566302022),on 8/30 because there was still a balance showing and again I was given a confirmation # **************** as well as spoke to a **** over the phone who said there was a zero balance and service had been disconnected.Still showing a balance on 9/1, I contacted again and was told the account was adjusted to a zero balance by ******. When I checked yesterday it still showed a balance so I chatted with ***** and received a refund ticket number of ER02038991. However it shows a past due balance today. This is ridiculous especially when I signed up it said 30 days money back if you are not satisfied,well I never even got to try the service.Business Response
Date: 09/28/2022
September 28, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*********************;
1206 ************
***********, ** 95961
Case Number:17919276
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 service.
On September 12, 2022, I spoke with ********** regarding a refund request. Our records indicate that ********** is due a refund. I confirmed the refund for the deposit paid when the account was opened on August 25, 2022 was processed to Ms. **** credit card on September 28, 2022, and she should allow 3 to 5 days to post to her credit card account.
In addition, I explained that the balance ********** is seeing online is a snapshot in time and is not a real-time balance. I confirmed that her balance as of September 12, 2022 was a credit balance. I applied an additional credit to her account on September 12, 2022, which will be reflected on the October 1, 2022 billing statement, to have the credit balance match the amount she paid on August 25, 2022 when opening the account.
On September 28, 2022, I contacted our *************************** and requested that the credit back to Ms. **** credit card be processed since it was now over 30 days since the payment was made to the account. Our *************************** confirmed that they processed the credit to the credit ending **** and ********** should allow 3 to 5 business days for the credit to post to her credit card account. Ms. **** account is reflecting a zero balance. I apologize for any inconvenience experienced while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
************
Executive Customer RelationsCustomer Answer
Date: 09/30/2022
[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: 17919276
I am rejecting this response because: I have not received a credit and the Xfinity account sill shows a balance due.
Regards,
*********************Customer Answer
Date: 10/05/2022
Good Morning,I would like to close complaint ******** because they finally closed out my account. Thanks.Initial Complaint
Date:09/04/2022
Type:Service or Repair IssuesStatus: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 a letter from Xfinity in October of ******************************************************************************************* to call. i promptly called and advised that I had not requested. My alarm was turned off a month after I called. I called again and advised i did not request this to be done and they turned it on again (after a 2 hour phone call). It then got turned off again so i called yet again, this time with a 4 hour phone call and it was turned on again but yet again it was turned off again. Each time I called I asked how my alarm could have been turned off without me requesting it. i was told that they were opening an inquiry on this but yet each time I called I never received any information. The last time I called they sent a technician to install equipment that I already have. At this point, the technician even got on the phone and tried to explain that I did not need equipment, I just needed it turned back on. I called again today and asked for a Corporate phone number to call, and was given a number that has nothing to do with Corporate or how to file a complaint. I am at my ***** end on trying to resolve and would appreciate assistance in this matter.Business Response
Date: 09/19/2022
September 19, 2022
H33373**635**3**13639H
*******************************
******, ** *****
Re: *****************************
**75 *********************************
Decatur, ** *****
Case Number: 17786943
Date of Notice: September 6,2022Dear Sir or Madam:
This letter is in response to the above-referenced complaint to the H33373**635**3**13639H by ********************************* regarding H313131393**030**3137H **** services.
I made several attempts to contact ******************* via phone on September 8, 2022, September 9, 2022, September 14, 2022,and September 16, 2022, and by email on September 14, 2022, however, my attempts have been unsuccessful. In order to resolve this matter, contacts with ******************** are necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information to ******************* should there be additional questions or concerns with contact information as follows: **************************.
Sincerely,
***** S
Senior Technician H313131393**030**3137H **** ********
*********************** ?H313131393**030**3137H **** Licenses: **: 001484, ****** Complaints *** be directed to the **********************************************, ***************************************************************************, **************; **: 12-030 Regulated by the ********** of *********************, *************************************************************************************************, **************; ************ ******, BTR 18287-0; CA: CSLB ******, ACO **** ************* operators are licensed and regulated by the ****** of ******** and ********************************** of ******** Affairs,2420 ******************************************************************* 958**, https://www.bsis.******; CT: ELC 0189754-C5; DE: FAL-0299,FAC-0293, SSPS 11-123; **: EF0000921,EF20001002, EF0001095; GA: LVU406303,LVU406264, LVU406190; LVU406354; **: PACA 127-001503; LA: F1691; MA: SS-001968; MD: 107-1776; ME: LM50017039; MI: 3601206217; MN: TS674412; MS: 15018010; **: 2335-CSA, ***************************************************************************, **************; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: 373379; **: licensed by the ****** ******************* 12000305421; OH: LIC# **-89-1732; OR: CCB 192945; SC: BAC-1**97,FAC-1**40; TN: ACL ****, ACL 1604; **: ACR-1672104,-1818,B16922, B02571 Licensed by the ***** ********** of ****** Safety Private ******** Board, ***************************************, **************; **: 8226921-6501; ************************ 11-7361; VT: ES-02366; WA: COMCABS892DS; **************: ECS ******, BBL 602512000005; **: WV049211.Valid 1/1/22.
Initial Complaint
Date:09/04/2022
Type:Service or Repair IssuesStatus: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 moved to ******* ****** where xfinity is not an option for service. And we have to pay a total of $100 extra a month just to keep service and we cant even update our address because its outside of their service area. We tried to cancel our service since we are outside their service area but we cant do that because we still owe on the phones and they wont let us send them back. There is supposedly nothing they can do to help us. They are essentially punishing us for living outside their service area. We cant get a replacement phone for my husband even though we pay for the insurance for our phones, they cant update our address. They dont offer service where we live but th yeah cant do anything to help us cancel our service.Business Response
Date: 09/15/2022
September 15, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*******************
5917 *****************
*******, ** 66216
Case Number:17917294
Date of Notice:September 12, 2022
Dear Sir/*****:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity Mobile service.
On September 14, 2022, I spoke with Ms. and ************ regarding her Xfinity Mobile concern(s). Comcast conducted a review of Ms. ***** account and found all lines of service were stopped on September 4, 2022. ************ confirmed the account was accurate. I advised ************ of the terms and conditions agreed to at the time of purchase state line access fees will be assessed to each active line if they do not maintain active residential services. I advised ************ that her services were able to be cancelled at any time, but she would be responsible for any remaining usage charges as well as any applicable Device Payment Plan balances.
While attempting to address the remaining concerns, ************ informed me he no longer desired to continue the conversation and ended the call. I apologized for any inconvenience this may have caused while attempting to resolve this matter. Mr. and ************ were provided my contact information should they have any additional questions or concerns.
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
********************************Initial Complaint
Date:09/02/2022
Type:Service or Repair IssuesStatus: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 sent a letter of claim to Comcast, claiming reimbursement for my bill AND for having to purchase a new modem. I got a response via email.
Quotes are from an email written by Kyle T. 9/1/2022. The response to my claims is insufficient. They dismiss my claims out-of-hand. It is indefensible that they cannot investigate or issue a reimbursement just because I am not a subscriber. ("Currently your account is disconnected...we are unable to further investigate any service-related issues nor escalate that to our management field team.") It is indefensible that Comcast claims that my signal was OK only after I made my claims, while previously providing a substantial reimbursement on my bill when I made the same technical claim. ("The case manager applied a billing adjustment credit on 07/12/22 for $37.00.") Kyle T. ignored that Comcast recommended I purchase a new modem. Kyle T. ignored Comcast's hand in the problems: I was experiencing technical problems outside their testing periods.
I reiterate my claims:
Beginning in March, 2022 I had technical problems with Comcast's internet service. These were so substantial that 1) on two occasions technicians visited my house and rewired, first, from the alley to the house-outside main box, and, second, from the box to the inside of my house, and 2) they issued a credit for three months of service, acknowledging the technical problems. On the second visit the technician blamed my subscriber-owned modem for the problems. So I purchased a new modem, but the problems persisted. After many months of inferior internet service I cancelled my subscription. Since problems remained, obviously, I didn’t need to purchase a new modem. Comcast/Xfinity should 1) reimburse me for the modem, and 2) reimburse me for unsatisfactory internet service for June 23 through August 10, 2022. $358.61 (modem) and $86.00 (subscriber fees). TOTAL: $444.61
OBusiness Response
Date: 09/14/2022
September
14, 2022
BBB of Metro Washington DC
& Eastern Pennsylvania
1880 John F. Kennedy Blvd.,
Suite 1330
Philadelphia, PA 19103
Re: **** ******
**** ***** ****** *********
Spokane, WA *****
Case Number: ********
Date
of Notice: September 2, 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 6, 2022 and September
8, 2022, as well as with two prior escalations brought to our attention for
this concern on July 7, 2022, and again on August 22, 2022, we spoke with *** ****** regarding his concern for compensation following the purchase of a new customer
owned modem, and adding it to the account effective June 30, 2022. Prior to
this date, *** ****** also had a customer owned modem on the account. The
resolution with this issue, has not changed in any of these cases, which has
been explained to *** *****.
Per our investigation, it was
advised that on June 12, 2022, service technician was sent to the premises and
replaced an overhead drop, as well as a drop connector, ground block and drop
splitter. On July 12, 2022, no diagnostic issues were noted with *** ******’s
services.
On July 12, 2022, a prior
escalations case manager applied a billing adjustment credit of for loss of
service, and the credit reflected on the August 3, 2022 billing statement. At
that time, *** ****** requested a disconnection of services, and effective August
21, 2022, with a billing stop date of August 10, 2022. No equipment remains on
the account. No further credits were applied. Additionally, it’s been explained
to *** ****** that Comcast does not credit for customer purchased modems. *** ****** had a final refund credit showing on the account, which he indicated on
September 8, 2022, that he had received. Unfortunately, as the account has been
disconnected, we were unable to further review any possible internet
connectivity concerns with the premises and any further credits have been respectfully
declined. 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,
Kyle T.
Executive Customer RelationsCustomer Answer
Date: 10/05/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:On 9/15/2022 I did not accept Comcast's response. Since then there has been no activity on this complaint. Have you sent a reminder to Comcast?Given interactions with Comcast before my BBB complaint and their response to my BBB complaint, it seems clear that this matter will remain unresolved.
Regards,
**** ******
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