Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:08/02/2022

  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 to whomever it may concern,My bill was doubled without any clear explanation, other options were not given after I repeatedly mentioned that I am on a fixed income and you can not just double someones bill out if no where.

  Business Response

  Date: 08/17/2022

  August 17, 2022
  
   
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************
  5427 ********************
  ********, ** 95843
  
  Case Number:17651836
  Date of Notice:August 2, 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. Although I was unable to reach **************, a review was completed on the account. Our records indicate that the previous 12-month Blast Pro+ Internet promotion ended on July 17, 2022, and on July 12, 2022, standard rates became effective.  
  
  We spoke with ************** on August 1, 2022, and during this conversation **************** accepted a new 24-month Ultrafast Internet promotion effective August 1, 2022 and will end on August 14, ****. At the conclusion of the promotion timeframe, standard rates will apply. The promotional price does not include any additional services, equipment rentals, or applicable taxes and fees. This account change reflected on the August 12, 2022, billing statement. 
  
  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,
  
  
  Darleisa C
  Executive Customer Relations
  

• Initial Complaint

  Date:08/02/2022

  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 canceled Xfinity Mobile at thr end of June. They charged me for July and I called and requested a refund. They said it would take 5 to 7 business days starting last Monday. Today is the 7th business day and it doesn't even show it pending. I just want my money back that they agreed too.

  Business Response

  Date: 08/09/2022

  
  August 9, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  3403 *******************
  ******, ** 61615
  
  Case Number:17657315
  Date of Notice:August 3, 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 August 4, 2022, I spoke with ****************, who is authorized on the account in question, regarding his Xfinity Mobile concern(s). Our records confirm June 29, 2022, **************** disconnected his Xfinity Mobile account. Xfinity Mobile bills are postpaid as opposed to the advanced billing that Xfinity Cable utilizes. The billing invoice dated July 1, 2022, reflected a balance due for service from June 2, 2022, through June 29, 2022. Accordingly, on July 22, 2022, automatic payment drafted the balance due. Please be advised, the billing on the account is accurate. 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been using Xfinity Mobile for about a year for my personal and business phone line. On July 16th my cell phone line stopped working. I contacted their customer support on the morning of July 17th. They did not know why the cell phone line stopped working and could not reactivate it so they created a ticket and promised it would be resolved in 24 hours and they would call me back. I never received a call back.It is now August 1st (16 days after the phone line stopped working). I have spent over 15 hours on the phone with their customer support at this point. They say they aren't supposed to be on a call over an hour so promise to call me back and never do. My cell phone line and number still do not work. I had this phone number for ******************************************************************* on. I am losing thousands of dollars every week since my customers cannot contact me on my phone number. Xfinity Mobile also will not allow me to transfer my phone number to a different carrier since they will not reactivate the phone number in their system. Their customer support does not know how to reactivate my phone line and just tries to find ways to get me off of the phone without resolving the issue.

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************
  2631 **************  
  ************** 95826
  
  Case Number:17657313
  Date of Notice:August 2, 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 July 16, 2022, **************** contacted us attempting to activate a new device on an existing line using the Bring Your Own device option, as his previous device was damaged. During the activation of the new device, a system delay caused lack of access to the mobile account. An escalation was submitted to correct the system error.
  
  On August 3, 2022, I spoke with **************** and explained the above information. I also assisted **************** with having the line of service activated temporarily so that he would have immediate access to the line of service. I also submitted a new escalation to expedite and correct the system error, so that the line of service would be properly updated in all systems. 
  
  On August 7, 2022, the line of service was correctly updated. **************** was also advised that the damaged device previously used still has a remaining device balance, that will continue to be billed monthly. 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 Resolutions
  

  Customer Answer

  Date: 08/08/2022

  [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. 

  Their timeline in their resolution response is missing all of the times I contacted their support to try to resolve the issue after July 16th. I spent 15 hours on the phone with their support between July 16th and August 1st. If I would have not filed a complaint with the BBB, then the issue would have never been resolved and I would have never been put in contact with a support employee within *****************. Prior to the BBB complaint they would only let me speak to support outside of the ************* that could not fix the issue and would want me off of the support call after 1 hour.

  A paying customer should not have to file a complaint with the BBB to have their service that they are paying for fixed.

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

  
  

• Initial Complaint

  Date:08/01/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday 07/30/2022, I went over to the comcast building and asked for their services to replace mt **** services because they were going up to $225.00 and that was too much for me. When I went over there and she input all my personal information in her ipad, the price came up to $159.00 per month which was something I could comfortably pay so I signed everything. Then she tells me at Comcast that everything was erased and she lost all the information so she had to put it back in to her ipad and then the payment ended up being $169.00 and I wasn't happy but it was still dueable so I paid $50.00 to sign up for their services and she charged my card. Then I get home and call comcast to set up an appointment to have the comcast installer hook up my services and the lady on the phone tells me that my monthly price will not be $169.00 that it will be $219.00 with taxes. That was not what I originally agreed to. The reason why I believe it could have gone up to $169.00 is because she had to issue me a new phone number on my home phone. It should have never gone up to $219.00 with taxes out the door. This is a bait and switch situation and I want you to contact them ASAP and get me my $169.00 price to be firm. This is a scam company. If you give me an email, I can transfer additional information over. Please call me.

  Business Response

  Date: 08/16/2022

  
  August 16, 2022
  
  
  Better Business Bureau
  1880 ***************************************************, Suite ****
  ************, ** 19103
  
  Re:       *****************************
              ********************************************************************************************************************************************* 48911
  
                Case Number:                    17648395
              Date of Notice:             August 2, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On August 2, 2022, I spoke with ******************** regarding her billing-related concern. I explained on July 30, 2022, a payment was received and applied to the account as a part of the easy enrollment process to establish services.Upon receipt of payment, ******************** accepted a 24-month promotion for *********** which includes the Limited Basic video tier, HD programming, Streampix,Sports and News, Kids and Family and Entertainment genre packages, ********************* with download speeds of up to 300 Mbps, and *************** services, effective from August 6, 2022 until August 5, ****. On August 6, ****, the standard retail rate will apply. Equipment, taxes, and fees are not included in the package rate and are subject to change.
  
  The package is eligible for a monthly self-service discount once the account is enrolled in both EcoBill and AutoPay using a debit/credit card, or banking account information. The discount will appear on her bill within 45 days of enrollment.If either EcoBill or AutoPay is canceled the monthly discount will be removed automatically. Please note, the account is currently enrolled in AutoPay and will not receive the self-service discount until the account is enrolled in EcoBill.
  
  Unfortunately,the agent who processed the order inadvertently quoted ******************** an inaccurate monthly rate for the services, and we have no record the monthly rate for services included a second telephone line. During our conversation, I offered to add a second telephone line to the account at the standard retail rate. However, ******************** declined the offer.
  
  On August 6, 2022, a technician visit was completed for the installation of the service, equipment, and anew outlet within the home. This resulted in an installation fee applying to the account
  
  On August 11, 2022, I followed up with ********************, and confirmed the installation was completed to her satisfaction. As a courtesy, I applied a credit to the account to cover the cost of the installation fee received on August 6, 2022. Additionally, I applied a 24-month promotion for the primary X1 TV Box, effective from August 11, 2022 until September 5, ****. At the conclusion of the promotional period, standard retail rates will apply. The credit and TV box promotion will reflect on the September 2, 2022 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:08/01/2022

  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.

  The salesperson lied in order to get the benefits for signing up new customers for Xfinity mobile. Me and my husband came in 2 months ago and asked them about their international calling plan to ******* to see if their deal was better than other providers. A member by the name of **** told us for international calling would only be $10 extra per month. I get my ****, and it is showing that they are charging by the minute. When I called customer service, they said that deal was only for ****** and ******. I replied that we specifically asked about ******* only (look at our last name, obviously it's not Spanish, English, or French), why would we get internationally calling to only call ****** and ****** if we don't know anyone in either country?! I would like the deal I was promised when I signed up for this service. I should not have to be penalized for false information provided by their employee.

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:       *****************************
              ****************************************************************************************************************************** 30223
  
              Case Number:                      17650075
              Date of Notice:                     August 2, 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 August 16, 2022, I spoke with the account manager, **********************, regarding her Xfinity Mobile concern(s). ********************* and her husband the account holder, ***************************, signed up for Xfinity Mobile on June 4 and June 6, 2022, by bringing over their devices from another carrier. ********************** claims that when they spoke with one of our Xfinity Mobile retail locations, they informed her that Xfinity Mobile had a $10 monthly international call pass which included *******. A note was left on July 31, 2022, which informed the account holder that the $10 international call pass was only for ****** and ******; all other countries were pay as you go. Due to there being no record of an Xfinity Mobile agent informing ********************** that ******* is included in the $10 monthly international call pass, I informed ********************** that we could not apply a credit towards the international calling fees they had on the July 2022, and August 2022 **** since the charges were valid. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  XM Executive Resolutions
  Tell us why here...

  Customer Answer

  Date: 08/22/2022

  
  
   Complaint: 17650075
  
  I am rejecting this response because:
  
  The salesperson lied in order to get the benefits for signing up new customers for Xfinity mobile. Me and my husband came in 2 months ago and asked them about their international calling plan to ******* to see if their deal was better than other providers. A member by the name of **** told us for international calling would only be $10 extra per month. I get my ****, and it is showing that they are charging by the minute. When I called customer service, they said that deal was only for ****** and ******. I replied that we specifically asked about ******* only (look at our last name, obviously it's not Spanish, English, or French), why would we get internationally calling to only call ****** and ****** if we don't know anyone in either country?! I would like the deal I was promised when I signed up for this service. I should not have to be penalized for false information provided by their employee........2nd time complaint logged with BBB, the first time it was closed out because they said they could not get in contact with me, however, do to family emergency did not respond back in during the 5 day time frame alotted........Xfinity **************** did contact me and stated that they could not verify "hearsay" from what their employees at the store said to me and my husband. When I asked him to call the store and ask them how much will international long distance be like any potential customer would, he refused saying that they can't do that, when in reality, he did not want to have the store recorded giving the same information to him as they have done to my husband and I. As a result, I don't believe I will get any resolution for this, but request this be posted as a consumer awareness.
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  Original issue started in June billing cycle when I was overcharged for data, based on previous conversations with more than one agent i was informed after you go over you will be bumped to pay $30 for unlimited bringing my bill to $90- this didnt happen my $60 bill was over $100 (auto debit). Called and spoke to an agent and they said that they would put me on the "unlimited" plan AND back date it so that it would credit the account to only have me pay $90. That never happened, then July billing cycle i was billed $260 (auto debit) I call to advise of the $170 overcharge. First rep going by name "******" said she would credit me $100 but without being able to explain exactly why or how she came to $100 credit on a $170 overcharge. After LITERALLY 2 HOURS on hold her supervisor "****" comes on the line didn't care to discuss how/why/what the issue is after i explained the overcharges and she simply "credited" the $170 to the account, I was informed they do NOT refund bank accounts.

  Business Response

  Date: 08/17/2022

  
  August 17, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: ***************************
   5323 ********************
   ******, ** 77346
  
   Case Number:17645493
   Date of Notice: July 30, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by Ms. ********************************** Please note that **************** is not listed as an authorized user by the primary account owner of the account referenced in her complaint and, as such, Comcast is not authorized to provide **************** with specific data about the use of services or billing in connection with this account.
  
  In 2016, Comcast implemented an ************* usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in ****************** area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 368 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per 12-month period during which they will not be charged for exceeding the 1.2 TB data usage threshold.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. 
  
  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity *********** Services Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the Xfinity *********** Services Agreement.  In addition, details of the policy and frequently asked questions are available for review online,  and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  A Comcast ***************** Assurance technician made several attempts to contact **************** to advise her of the above information.  Unfortunately, all attempts were unsuccessful.  The technician left a message with his direct contact information should **************** have further questions regarding this matter.
  
  We trust this ****** provides your office with the information required in this matter. If you have any questions or need additional information, please contact us at **************.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  

  Customer Answer

  Date: 08/17/2022

  [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: 17645493
  
  I am rejecting this response because:
  my complaint isnt ONLY about the issue of getting charged the fees. My issue is about the rep admittedly stating the charges incurred were invalid and that they could not REFUND me $170 of overcharges and only issue account credit.

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

  
  

• Initial Complaint

  Date:08/01/2022

  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.

  Date: 6/14/2022 To: Xfinity **************** From: ***************************** ********************************************************************* Email: ********************** Cell # ************ To Whom it May ******** My name is ***************************** I went to a local office near me to check on my account, because I have been getting high **** from you. Upon talking with the Representative, I found out that I was being charged for a land line, and cable which I have never had. If I was charged for a land line, why was I never issued a phone number. That is because I never order one. And cable never had that also. All is what I have is a white box for internet. So, you were over charging me for service I never had. By my calculation you own me a refund of $500.00 for the charges you received from me for not having the items mentioned above. I have attached a statement for the charges you charged me for. If we can not resolve this between you and me. I will resort to Litigation proceedings.Thank your *****************************

  Business Response

  Date: 08/17/2022

  
  August 17, 2022
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: Case Number:17641364
  Date of Notice:July 29, 2022

  *****************************
  ***** *****************
  ********, ** *****
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On August 3, 2022, I spoke with ******************** and confirmed he was subscribed to a Gigabit internet with ********* and Unlimited voice package at every day pricing. Additional services and modem are not included in the package price. This package was effective November 14, 2020, at everyday pricing.
  
  Our records show there was a system error and customer consent was not captured for this order that included ********* and Unlimited voice added on. As a courtesy, I informed ******************** on August 3, 2022, we would honor the request due to the lack of consent and provide ******************** a credit refund for the entire time ******************** was billed for the unwanted services. 
  
  I applied a credit of $51.37 on August 3, 2022, and a separate credit of $771.97 on August 9, 2022, both credits totaled $823.34 which reflected on the account as of August 9, 2022, due to the account being disconnected on June 17, 2022. ******************** was aware of a remaining unpaid balance of $51.31 for previous services rendered prior to his June 17, 2022, disconnection, which would be paid in full due to the credits applied to his account. A refund of $772.03 was processed on August 12, 2022, in the form of a check to the customers **** to address (***** *************** ********, ** *****) per his request. I did inform ********************, his check should arrive within 2-4 weeks.
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  
  ******** G
  Customer Executive Relations

  
  

• Initial Complaint

  Date:08/01/2022

  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.

  Because my address has been flagged because of an outstanding debt owed by my father at a different address, and whose name is not on the here, but mine, and he is not associated with my address, Xfinity Comcast will not let me obtain a faster internet modem for my address, even though I am willing to pay for the higher priced internet.

  Business Response

  Date: 08/12/2022

  
  August 12, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 ***************************************************, Suite 1330
  ************, ** 19103
  
  Re:*****************************
  9107 ***************************** 
  Henrico, ** 23228
  
  Case Number:        17643635
  Date of Notice:       August 2, 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 August 11, 2022, I spoke with ****************** regarding a collection notice. Our records indicate that there is an existing balance on the account for which proof of payment is required to clear the account. As a result, the collection notice received is valid.
  
  Once the account has been paid in full Comcast would be able to provide services. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  I trust this letter provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at ************, Monday-Friday, 8:00 a.m. - 4:30 p.m.  
  
  Sincerely,
  
  
  ******************
  Executive Office
  
  
  

  Customer Answer

  Date: 08/12/2022

  [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: 17643635
  
  I am rejecting this response because:
  

  The company did not offer any type of resolution to the problem. I am not responsible for an outstanding account in my father's name who has never been on the lease. They should never have let him transfer his account with Xfinity to a residence where his name is not on the lease. I am not obligated to pay his debts nor is it acceptable or legal to deny me services for someone else's outstanding bill at this address. The company said they have to protect themselves from losing money. I do not care about the business having to line their pockets further when I am without an option for internet at my residence due to their negligence and greed. Xfinity operates as a monopoly and it is not my fault the apartment doesn't have any other cable/internet service. I will have to go to the state senator if this doesn't get resolved for me. I am a college student, single mother, and a full-time employee who has to have internet. I cannot control another person paying their financial debts, so unless I move which cannot happen yet, Xfinity is saying there is nothing they can do. This is not acceptable nor does it even remotely attempt to resolve my complaint. I will file all complaints with everyone and take it to the top until someone fixes this immediately.

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

  
  

• Initial Complaint

  Date:07/29/2022

  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 6/25/2022, I found out I had zero access outside of the home to comcasts hot both xfinitywifi and XFINITY. I spent several days as well as countless hours trying to use the "Hot Spot" internet. No assistance was provided because the service person on the phone was not technically equipped to resolve my issue "restricted from hot spot internet". I had to call several times repeating the same answers to the same questions over and over. After spending days, I had something very important I had to use the internet that made me cut my trip short to return home. Nothing more could be done over the phone and I was told my problem would be elevated to a tier 3 tech. After a month I tried again only to find out they just wanted to get rid of me.The unresolved problem is a restriction (not authorized) was placed on my account. I was told hot spots are iffy and undependable. I have used the hot spot in the past, but after a new comcast rented modem something happened specifically to my account to prevent internet service after connecting to the hot spot. I spent 2 days & countless hours trying to get technical help. I'm sending in my complaint with BBB because the last tech I spoke with told me nothing more could be done by comcast and they refused to take the problem any further to resolve and I just have to go without hot spot internet service. I pay over $300/month and have only tolerated this excessive monthly amount because of using hot spot when away from home of when my comcast modem is down which happens quite frequently.

  Business Response

  Date: 08/11/2022

  Tell us why here...
  August 11,2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** ******
              *** ***** ******
  Naperville, IL *****
  
                Case Number:                    ********
                Date of Notice:             July 29, 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, however, my attempts were unsuccessful. Review of *** ******'s account confirms interactions with our customer service team regarding his service issues with the Xfinity Hotspot. Review found all troubleshooting had been completed. To resolve this matter and obtain additional information, contact with *** ****** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (**** ********, Extension *******.
  
  Sincerely,
  
  Jason Z.
  Executive Customer Relations
  

  Customer Answer

  Date: 08/12/2022

  [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:
  

  I called back on 8/3/2022 and left a message. I also sent an email I was trying to contact ***** * per the attached email. No attempts were made to return my calls and email by comcast.
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/26/2022

  Tell us why here...August 26, 2022
  
  Re:             ***********************
  *** ************
  Naperville, IL *****
  
  
  BBB File Number:     ******** - Rebuttal
  Date of Notice:             August 18, 2022
  
  
  Dear Sir or Madam:
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************
  The Xfinity WiFi network offers consumers the ability to sign into WiFi access points throughout Comcasts service area to connect to the Internet. The Home Hotspot feature creates an at-home extension of the Xfinity WiFi network by broadcasting an additional WiFi signal that any Xfinity Internet subscriber can use to sign in and connect to the Internet.
  On August 22, 2022, a Comcast Customer Security  Assurance technician spoke with **************** to discuss his Home Hotspot concerns and apologize for any inconvenience he may have experienced. The technician verified that his Home Hotspot was enabled and advised **************** to refresh his connection to this Xfinity hotspot, and at that time **************** was able to connect. The technician confirmed that **. ******* services were working to his satisfaction. The technician provided direct contact information should **************** require additional assistance.
  Sincerely,
  
  Customer Security Assurance
  **************
  

• Initial Complaint

  Date:07/28/2022

  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.

  In June 2022, I, as well as a few other individuals, lost cell phone signal. I called Xfinity Mobile and reported it. No resolution. Then my calls kept dropping. Reported it again. Last weekend, while working, I received notice my services were disconnected at customer request (I never asked them to). It was later restored. Spoke to another individual. After three different discussions with three different individuals, 2 of which promised credits, I was told I couldn’t be credited anything. Each credit received prior (which is not much) was due to Xfinity issues and billing/technical errors. She told me to call back in 5-7 days. I do not see why Xfinity doesn’t feel the need to credit for times they did not provide service. What if an emergency happened?! They would be held liable for their incompetent service.

  Business Response

  Date: 08/17/2022

  August 17, 2022
  
  BBB of Metro Washington DC
  & Eastern Pennsylvania 
  1880 John F. Kennedy Blvd.,
  Suite 1330 
  Philadelphia, PA 19103 
  
  Re:   Case Number:********
    Date of Notice:July 29, 2022
  
          ******* ******* 
    *** **** **** ******
    Milan, IN ***** 
  
  Dear Sir/Madam: 
  
  This letter is in response
  to the above-referenced complaint submitted to the Better Business Bureau by
  Ms. Candice Lackman regarding Xfinity Mobile service. 
  
  Comcast’s records indicate
  that *** ******* Xfinity Mobile account accrued a past due balance for her
  monthly billing statements for March 6, 2022, through April 5, 2022, April 6,
  2022, through May 5, 2022, and May 6, 2022, through June 5, 2022. During this
  time, *** ******* had processed partial payments; however, the statement for
  March 6th was not satisfied in full and as a result she experienced
  a temporarily loss of service on May 24, 2022, for a past due payment. On the
  same day, *** ******* contacted our care teams, provided a payment and her
  services were restored immediately afterwards.
  
  On July 22, 2022, *** ******* experienced another temporarily loss of service due to another past due
  balance for her May 6, 2022, through June 5, 2022, billing statement. On the
  same day, *** ******* contacted our care teams to report several issues with her
  service and make a payment for the past due balance. *** ******* had reported service
  issues such as dropped calls and unable to send and receive text messages
  previously and currently and due to that she had stated she had been promised a
  credit that was not applied. On the same day, it was determined her services
  were interrupted due a past due balance for her May 6th billing
  statement. Again, on the same day a payment was processed to satisfy Ms.
  Lackman’s May 6th statement and her services were restored
  immediately. During *** ******* interaction with the Xfinity Mobile representative
  there was no records that a credit was applied on the same day.
  
  On July 23, 2022, *** *******
  contacted our care teams to report she was having service connection issues yet
  again and had received a Xfinity Mobile notification to her primary email
  address that one of her lines of service had been voluntarily suspended and restored
  on the same day. *** ******* was advised that due to interruption of service
  the day prior, the email notification was sent and that her account was now
  current because of the July 22, 2022, past due payment. On the same day, Ms.
  Lackman inquired about the credit she had bever received and was inadvertently
  informed that a credit had been applied.  
  
  On August 4, 2022, I spoke
  with *** ******* and confirmed the information above. I advised *** ******* of
  why her services had been interrupted for previous billing statements. Once I
  confirmed with *** ******* that her account was current, *** ******* stated she
  had experienced connection issues sometime in the month of June and inquired on
  why her services were voluntarily suspended when she had not initiated the
  suspension on July 23, 2022. I advised *** ******* that our records do not
  confirm that her line of services were voluntarily suspended by Xfinity Mobile.
  I advised her that when a line of service is voluntarily suspended it can only
  be initiated by the customer via the Xfinity Mobile application or website, and
  or by contacting Xfinity Mobile.
  
  On August 9, 2022, I
  contacted our service provider Verizon to confirm if any outages had occurred
  during the month of June to ensure *** *******’s device features were aligned correctly.
  Verizon determined that *** *******’s device features were aligned correctly,
  and she is within a good coverage area with no reported coverage issues during
  the month of June. As a courtesy, I applied a credit to *** *******’s account
  for services July 6, 2022, through August 5, 2022, as a courtesy. 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 (844) 963-0087, Extension *******. 
  
  Sincerely, 
  
  Arturo M. 
  XM Executive Resolutions 
  

  Customer Answer

  Date: 08/18/2022

  [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: This response provides confidential information irrelevant to the concerns and does not match the conversations that we had. I’m concerned with the retaliation verbiage within this email and the company/client confidentiality and presents as a lack of trusting relationship. I’m genuinely concerned on how business is conducted within this organization.
  
  
  Regards,
  
  
  
  ******* *******