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

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

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  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:09/02/2022

  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.

  Hello, ** currently on the phone with an agent named ****** she was conversing with me, telling me that Im not eligible for an extended promise to pay - Ive been a customer of this business for quite sometime and I think its a shame that I have to make a complaint in order to find the right Person that is/or that has the ability to help me out in this tough time. My family is going through a rough process and on a tight budget. However, we told ****** that I could make a ****** payment on the 2nd of September and she said that wasnt good enough. I would like for someone to reach out to me to help me with this situation. Yesterday, I was called to do a survey and I gave the best scores because of the Office of the Presidency being able to work out of tough situations and customer is usually superb. I truly appreciate the service I receive and I hate to keep making Derogatory marks just to get an easy resolution. Please contact me on your earliest convince. I also, spoke to a sales rep that told me I was all set for the 26th of September and my services wouldnt be interrupted but yet I wake up to my Wi-Fi off and Cable off. My Wi-Fi protects my home with my elderly mother with an alarm system due to high crime rates in my area. Please see it in your heart to call so we can work something out thank you Best ********************************

  Business Response

  Date: 09/12/2022

  September 12, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  420 ****************
  **********, ** 06320
  
  Case Number:17810287
  Date of Notice:September 1, 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 8, 2022, I spoke with ************************* regarding a request for payment arrangements. Our records indicate that ************** currently has a balance due. In order to satisfy the account and keep services current, a payment arrangement was approved on September 8, 2022. All payments must be made either on or before September 25, 2022. 
  
  On September 8, 2022, a credit was applied for reactivation fees. This credit will reflect on the billing statement dated September 26, 2022.
  
  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:09/02/2022

  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.

  Xfinity Comcast July 10 2022 upgraded wifi box offered products then told there was service charge to install nor explained the process of everything!

  Business Response

  Date: 08/29/2022

  Hello, we kindly ask that you remove this review that was wrongfully placed against our firm (in error).  We are NOT XFINITY/COMCAST and have nothing to do with them.  We are an ******** based law firm that offers legal services related to immigration, criminal defense, family law and personal injury.  As such, kindly remove this review, as it was made in error.  Thank you, *****************************;

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:       *****************************
              ******************************************************************************************************************************************** 60620
  
              Case Number:              17779887
              Date of Notice:             September 28, 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 29, 2022, I spoke with ******************* regarding a billing related concern. Our records indicate Mr. ********* account was not assessed any installation charges for the new modem in question.
  
  During our discussion, it was found that ******************** had received a doorbell as part of our Xfinity Home Security equipment. ******************** was unable to install the doorbell himself as there is not any existing wiring. ******************* was advised by customer service representatives that we do not install wiring and that he would need to contact a 3rd party electrician to get this completed.
  
  Subsequent to our investigation, it has been determined the request for credit has been respectfully declined. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ******************************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an internet outage for over 24 hours. I work both of my jobs from and I have lost two days worth of pay due to the outage. I have tried to call but the automates system makes it impossible to speak with a live rep. I Would like my bill adjusted to $0 due to me not getting paid and not able to speak to a rep bc of the outage.

  Business Response

  Date: 09/15/2022

  Tell us why here...
  September 15, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:Case Number:17806800
  Date of Notice:September 5, 2022

   Kairy Poe 
  10264 ********************
  *******, ** 38018
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
  
  On August 30, 2022, Ms. **** service was affected by an outage in the area, causing the loss of service for multiple customers. On August 31, 2022, Comcast's maintenance team identified and corrected the issue causing the outage by replacing the fiber. On September 9, 2022, I corresponded via email with ********** and confirmed services are working normally. The signal levels reflect as being within the appropriate specifications.  
  
  On September 9, 2022, I applied a credit to the account for the service issue. I also applied a courtesy credit to the account on September 9, 2022. The credits will be reflected on the September 19, 2022, billing 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,
  
  
  ****************
  Executive Customer Relations 

• Initial Complaint

  Date:09/01/2022

  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.

  Hello I had made a payment arrangement to pay 174$ on the 31 of august 2022;and comcast have taken out of my checking account 374$I didnt authorize that and also I ask them to take it out on the 31of august,2022and they ran it on the 28 making my account negative,so they tell me that they will refund me my money: it havent been refunded yet but what about my over draft from my bank. I never went in over draft before.so the lady call me back from Corp relation on Tuesday nite august 30 saying that they wasnt going to refund me because I authorize the payment I told the lady the only payment I authorized was for 174$;so I told her I have proof and she was very rude and said their is nothing she can do:so why was the payment taken out on the wrong date. I get my direct deposit on the first of the month so why would I authorize the payments on the 28. Im very upset about this transaction someone please call me back thanks ********** my name *************** on my husband ***************************** wife account

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: *****************************
        ************************************************;     *********, ** 47904
  
  Case Number:  17802632
  Date of Notice: September 1, 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 2, 2022, I spoke with *****************************, authorized user, regarding a billing concern. Our records indicate, on August 22, 2022, a payment was scheduled to be withdrawn on August 31, 2022, from the Master Card ending in (****). This payment was scheduled via self-service utilizing the My Account App. On August 28, 2022, the scheduled payment was removed via self-service utilizing the My Account App. 
  
  On August 28, 2022, a one-time same day payment was entered to withdrawn from the Master Card ending in (****). This was payment was also entered via the My Account App. The payment reflected on the statement dated September 6, 2022. Account history confirms account logins that coincide with this activity. 
  
  On August 30, 2022, a request was submitted requesting a refund for the August 28, 2022 payment. The refund request has been respectfully denied as the payment was taken as indicated by the customer via the My Account Application. **************** was advised to contact her financial institution if she feels the payment was made in error. A courtesy credit was applied on September 10, 2022 and will reflect on the billing statement dated October 6, 2022. 
  
  Additionally, **************** was advised the accounts billing is current and does not qualify for a payment arrangement at this time. I apologized 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 Relations 
  

• Initial Complaint

  Date:09/01/2022

  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.

  12years at this address, and comcast NEVER fix's the issues with my internet and cable and phone, i pay my bill on time, never late, and it is endless with no CABLE NO PHONE AND NO INTERNET, I CALL, REPORT, AND I GET THEIR MACHINE, WHICH IS ANOTHER WASTE OF MY TIME, BECAUSE, THE MACHINE ALWAYS SAYS I AM NOT IN THE SYSTEM, AFTER 12YRS, WHEN I FINALLY GET A TECH ON THE ****** CAN'T HARDY SPEAK ENGLISH, AND THEY ALWAYS SAY UN PLUG AND PLYG BACK IN, WHICH OF COURSE IT DID FIRST, I DO ALL THE ***** EVEN BEFORE I CALL, TUEDAY, AUG. 29, ALL OUT, I CALL, THEY SEND SOMEONE OUT, HE CANT DO ANYTHING, SAYS IT WILL BE FIXED IN 3 OR 4HRS, IT COMES BACK ON FOR 1HOUR THE RIGHT BACK TO THE ***** CODES AND NO CABLE, CALLED AGAIN WASTE ANOTHER 4HOURS, TRYING TO GET HELP, NOW AGAIN WAITING FOR ANOTHER STUPID TECH TO COME OUT, I NEED HELP THIS COMPANY IS ROOBING ME OF MONEY FOR SERVICES I NEVER GET, PLEASE TALK TO A SURVISON ON THIS ISSUE, TELL THEM WHAT IS GOING ONE, HAVE THEM CHECK TO SEE HOW MANY TIME THEIR STUPID INCOMPETENT PEOPLE HAVE COME TO MY HOME IN THE LAST 12YRS, PLEASE HELP ME I AM HANNICAPPED, ALL I HAVE IS THE INTERNET AND CABLE AS ICANT GO ANYWHERE, I HAVE A BAD HEART, AND I FEEL THIS IS GOING TO CAUSE ME TO HAVE A HEART ATTACIK FROM ALL THE **** I HAVE TO GO THRU TO GET HELP WITH THE SERVICE I PAY FOR, WHICH THEY SHOULD REFUND ME MY MONEY FOR ALL THE ***** I HAVE NO CABLE AND NO PHONE OR INTERNET!!!!!!!!!PLEASE HELP ME I AM AT MY WIT'S END. IF I HAD THE MONEY FOR A SADILITE BELIEVE U ME I WOULD GET ONE!!! COMCAST XFINITY IS A JOKE AND A SCAM AND RIP OFF!!!! PLEASE HELP ME

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:       ***************************
      *************************************************************************************************************************************** 98391
  
              Case Number:                      17808443
              Date of Notice:             September 1, 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, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by installing an amplifier to boost the signal levels. On September 13, 2022, I spoke with ******************* and verified that services are working correctly.
  
  On September 3, 2022, I applied a credit for the service issues. This credit will reflect on the September 20, 2022, billing 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,
  
  
  ****************
  Elite Customer Experience

  Customer Answer

  Date: 09/14/2022

  [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:09/01/2022

  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.

  We have been having internet connection issues for some time.I have the basic service that provides me with 3.0 mbps. We have had service techs out which fixed some of the issue in our house. But there is outstanding issues on Xfinity end from their service box to our house that hasnt been finished. The tech said that it should fix our connection issues. Maybe. I am paying $ 182.55 a month for just basic service which they are not providing. On numerous Xfinity speed checks just this morning my Mbps rang was 0.0 next test was 1.2 next test next test was 0.8 next test was 1.8 well below what I am paying for.My service has been sub standard for some time. I have been waiting an acceptable amount of time to have this fixed. I feel if they cant provide me the service I am asking for at an already elevated cost they should upgrade my Mbps at no extra charge to get my serive in the 3 Mbps range.

  Business Response

  Date: 10/07/2022

  October 7, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*****************************
  **** ********************
  Fort Wayne, IN *****
  
  Case Number:********
  Date of Notice:September 1, 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, I communicated with ******************** via email regarding a service-related concern. A service visit was offered to address the reported service issues. However, she declined a service visit. I referred the service concerns to our technical operations team for additional assistance. 
  
  Our records indicate the last service visit was completed on July 23, 2022, at which time the technician replaced defective inside wiring, replaced the defective splitter at the outside drop and referred the service concerns to maintenance for additional assistance. 
  
  On July 23, 2022, a maintenance visit was completed during which time the technician determined the underground cable drop in **. ********* area was damaged and required replacement. Additionally, the technician installed a temporary cable drop line while onsite during the maintenance visit on July 23, 2022. On September 19, 2022, the required permits for the line replacement for the damaged and defective underground cable drop in her area were received. 
  
  On October 3, 2022, a service visit was completed at which time the technician successfully resolved the service issues by replacing the damaged and defective underground cable drop. The technician also completed a cut over of the new underground cable drop, replaced the defective feeder line and successfully connected **. ********* residence to the new underground cable drop. An internal review of the signal levels to the residence confirm they are within Comcast specifications and there are no area wide signal issues affecting the services. 
  
  I followed up with ******************** via email on October 5, 2022 and confirmed the services are working correctly. On October 5, 2022, I applied a courtesy credit to the account. The credit will reflect on the November 3, 2022 billing statement. 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,
  
  Gregory M. 
  Executive Customer Relations 
  

  Customer Answer

  Date: 10/09/2022

  [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:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a faulty camera for over 6 months I called last week and home security **** sent out a new camera. I received today and tried to pair it for 30 min (using the home app), did not work. I called Comcast for assistance. I was on hold numerous times, transferred to 3 ****s (all claiming they couldnt help so they just transferred me somewhere else). Still do not have camera working. I am paying for service that Im not receiving & NO one can help (total time on customer service was 1 hour). Absolutely ridiculous, very poor service & incompetent employees that were rude.

  Business Response

  Date: 10/03/2022

  
  October 3, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
   
  Re: **********************************
  440 **************
  ********, ** 08360
  
  Case Number:17809842
  Date of Notice:September 6, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above written complaint from *********************************. I attempted to reach ****************** on September 15, 2022, and September 23, 2022 and left a voicemail with my callback information as well as sent an email on both days. ******************* was unable to reach me when calling me back but was able to respond to the e-mail sent.
  
  I was able to confirm a time with ***************** on September 23, 2022 and my peer ***** was able to reach her and schedule a technician to assist with her camera issue. The technician arrived on September 28, 2022 and was able to resolve the issue with ****************** camera by replacing it with a new one and replacing her Xfinity Home touchscreen.
  
  I followed up with ****************** on September 30, 2022, and confirmed that the issues with her camera were resolved. I apologized for the multiple contact attempts to resolve the issue and the multiple transfers when calling in. I advised that for any future concerns ****************** can follow up with me directly or respond to our email for assistance.
  
  I applied a credit to the account for the time that the camera was not able to record which will reflect on the next bill on October 11, 2022.
  
  I trust that this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  **********
  XH Sr. **************

• Initial Complaint

  Date:09/01/2022

  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.

  On 8/30 my phone stopped working, I returned to the same store (*********, **) I purchased my phone from last year May (2021). I was advised by the store rep that my phone line didn't have a protection plan and they were unable to refer me to Assurant for a replacement. Per their policy, protection plans can only be added within 14 days of purchasing. The rep then proceeded to tell me that her supervisor said I needed to contact ******* directly to see if they could replace or repair my phone. When I called ******* I was advised the manufacturer's warranty expired this past June (2022). The only other option was to take my phone to a local repair shop; Best Buy or U Break It I Fix It. I also called the Xfinity Mobile customer service line to see if there was a more feasible option. I was told a supervisor would review and get back to me within 72 hours and they couldn't make any guarantees. On 8/31, I had my phone repaired at Best Buy (************, **) for $275. I have $333 left to pay my phone off and still do not have a warranty. I would like to be compensated due to the rep's ********** when setting up my account last year which resulted in me having to call numerous people, being given the run-around and now I'm left to pay all of these fees.

  Business Response

  Date: 09/19/2022

  
  
  September 19, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
   
  Re:  *************************;
  1003 *********************
  *******, ** 19021
  
  File Number:     17809840
  Date of Notice:  September 6, 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.
  
  On September 7, 2022, I spoke with ****************** regarding her Xfinity Mobile concerns. Xfinity Mobile records indicate ****************** purchased a ******* Galaxy S21+5G on May 23, 2021. The device order did not include Xfinity Mobile Protection Plan (XMPP) as part of the purchase. We have explained to ****************** we allow our customer ******* to add XMPP to a device. ****************** did not request to add XMPP within the 30-day time frame. We respectfully decline the request for a refund or credit to the account. I apologized for any inconvenience this may have 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,
  
  
  **************
  XM Executive Escalations
  ********************************
  

• Initial Complaint

  Date:08/31/2022

  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.

  On 08/31/2022 we had an issue with Xfinity trying to find out if one of their techs had been in or yard. We were concerned because our dog alerted and went out barking at a man at their pedestal box in our yard. ************* they have been out and notify us they are needing in the yard and we accommodate them. Our property is posted no ***************** of dog. The tech did not identify himself to my wife, only ,"I knew someone would come." He was gone by the time I got there. Long story ************************* the Tech rep had no desire to try to assist us only they have easement access and too bad they can come and go. When we asked to speak to her supervisor she said she would transfer us and hung up. There are several utility boxes in our backyard and never an issue with any if those companies only Xfinity. Apparently they have many issues because they are out frequently. Company protocol should include the courtesy of attempting to notify the residents and if confronted provide proper identification. It is not just about us knowing who is on our property but their safety as well so we can secure the dogs. There are many copper thefts in the area as well.Bottom line is their customer service is not lacking it is non existent. There is a reason we are not one of their subscribers.

  Business Response

  Date: 09/23/2022

  September 23, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:       *******************
              ************************************************************************************************************************************************ 87114
  
               Case Number:              17804484
               Date of Notice:             August 31, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and email on September 1, 19, 22, 2022, however, my attempts were unsuccessful. In order to resolve this matter more information is needed, and contact with **************** is necessary.
  
  Please be advised with easement rights Comcast will attempt to contact the property owner prior to entering any backyard or private property. Even if we cant make contact, we have the right to access the property in order to maintain our equipment for both Xfinity customers and non-Comcast/Xfinity customers, or areas where the cable lines are underground,the easement is usually three to five feet in from the sidewalk/roadway or *** be in a backyard.
  
  For areas where the cable lines are overhead,Comcast's lines are usually mounted on poles that *** be installed in backyards or on private property. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/31/2022

  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 had service with Xfinity Mobile until June 8th, 2022. At that time I switched to T-Mobile in *********, ******. Also at that time my Xfinity account for both Mobile and Internet was paid in full and accounts closed. The problem is Xfinity keeps charging my mobile account via Autopay even though I am no longer with them! I have contacted them 6 different times since, been refunded money they charged and they just keep charging me!!! I finally had ***** Fargo block any more charges but Xfinity will certainly ruin my excellent credit score by saying I am not paying my bill which I DO NOT OWE! I am enclosing evidence from my mobile account. Thank you for your help, *************************. Statement: Jun 9 - Jul 8 $20.61 Go to statement Charge Refunded ($20.16)Go to statement Statement: May 9 - Jun 8 $20.16 Go to statement Amount due $20.61 Xfinity Mobile Account # ********** Payment method Card details Update card Payment History View statements JUL 28, 2022 Auto Payment $41.22 JUL 08, 2022 Refund ($20.61) JUN 28, 2022Auto Payment $20.16 JUN 08, 2022 Additional Device Payment $266.71 MAY 28, 2022 Auto Payment $17.40

  Business Response

  Date: 09/12/2022

  Tell us why here...
  
  September 12, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       *************************
              *********************************************************************************** 87120
  
  File Number:                      17791697
  Date of Notice:              September 1, 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.
  
  On September 7, 2022, I spoke ************************* regarding his Xfinity Mobile billing concerns. Xfinity Mobile records indicate **************** called our offices on June 9, 2022, to request port out PIN information. The line was ceased on June 13, 2022. **************** was not aware of pending charges and had a past due balance for billing cycles of May 9, 2022, through June 8,2022, and June 9, 2022, through July 8, 2022. As a courtesy, we applied a credit to the past due balance on the account. Auto pay was removed from the account effective September 7, 2022. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *******************************. 
  
  Sincerely,
  
  
  **************
  Executive Customer Relations