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 Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

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:02/10/2024

  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.

  My last four digits I have on file for my payment method is ****. I have been waiting now since January 9, 2024, about an incident when I spoke to a Comcast Representative on the telephone from the Loyalty Department at 2:15 pm on January 8, 2024. I wanted to see if there was some way to reduce my current bill. The Comcast Representative told me that my current bundle plan was about to expire. He said he could re-bundle the plan for me. This was an incorrect statement that he could re-bundle the plan for me. I have been on a plan which was grandfathered in for at least 10 years. I was told a while back that my plan is no longer offered to Comcast Customers. If my plan was grandfathered in then how could my plan expire. This Representative re-bindled my plan without realizing that I would lose my *** and ********. Now, I am without these two premium stations without my knowledge or consent. I think I deserve some sort of compensation for the carelessness of the Comcast Representative. I don't believe I can even get back what I have now loss. If I cannot get back the plan I have now loss due to the carelessness of the Comcast Representative then I deserve to get credit each month for the extra amount I have to pay going forward. I have a dispute ticket number ************* that has been pending from the advance specialist for a month now. In the month of January of 2024, Comcast removed the disputed amount until the investigation is completed, but for February the bill has gone back up to $226.12 a month. I contacted the Comcast executive office and was informed that my dispute ticket is still pending and the investigation is ongoing. If this is true then why is my disputed amount been added back onto my current billing cycle at $226.12???

  Business Response

  Date: 02/26/2024

  February 26, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:   ***********************
           *******************************************************;
           Tacoma, WA *****
  
           Case Number: ********
           Date of Notice: February 10, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On February 13, 2024, I spoke with *** ***** regarding a billing concern. Our records indicate that *** ***** is currently subscribed to a 12-month agreement for the Ultimate TV package, which includes: Ultimate TV Cable, Gigabit Extra Internet, Voice Service. Equipment, taxes and fees are not included in the package price. This package was effective January 8, 2024, and will expire on January 15, 2025, at which time, retail rates will apply. The package did have a term agreement from January 8, 2024, and will expire on January 8, 2025. This package change removed premium channels from the previous package for *** and ********. A further review of the call made when discussing the package did indicate the Xfinity agent confirmed the channels would be removed with *** ***** prior to the package acceptance. I explained these findings with *** ***** and that we would be willing to negotiate as a courtesy, but we would not find justification for a full credit due to the acknowledgement of the removal during that call. Although we were unable to find a suitable resolution at this point, we encourage *** ***** to reach out if he wishes to negotiate further. 
  
  On February 26, 2024, I spoke with *** ***** and provided a billing explanation. Please be advised the billing on the account is accurate. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ***** *
  Executive Customer Relations
  

  Customer Answer

  Date: 02/27/2024

  [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 would never agree to terminate my ***, *** and ********.  What would I have to gain from losing my grandfathered in channels.  That is a flat bold face lie from this ***** *.  ************ is not explaining the complete telephone conversation I had with the agent in question on January 8, 2024. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a promotion after receiving multiple correspondence about it. I spoke with multiple representatives for details and qualifications that they all acknowledged I met. Now its time for my promotion to be received and they will not honor it every existing.

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
   
  Re: *****************************
  
  , DE *****
  
  File Number:********
  Date of Notice:February 7, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by Ms. **********************.
  
  On September 29, 2023, ************** changed the data plan for an existing Xfinity Mobile line. At that time Xfinity Mobile offered a promotion where qualifying customers could receive a **** Prepaid Card, provided they satisfied certain requirements. Among other things, to qualify for the promotion, customers were required to maintain the account in good standing for 90 days following upgrade.
  
  ************** did not satisfy the promotional requirements because the account was suspended for non-payment on November 16, 2023. 
  
  On February 7, 2024, a credit equal to the value of the promotion was applied to the account as a courtesy. Even with the credit, the account remains past due. 
  
  I explained the above information to ************** on February 12, 2024. Should you have any questions or need additional information, please contact me at ************************.
  
  Sincerely,
  
  ****************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:02/05/2024

  Type:Order 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've just spent the better part of 3 hours on the phone or trying in some way to communicate with Xfinity. The organization is so large that they cannot properly process customer issues or concerns.I raised a complaint (or what I believe to be one *************)My contract has expired, I was not notified about this, Other companies generally send you an email, Xfinity, no, they will let it roll over into an unagreed contract with an unagreed price.My new billing amount is a 68% increase to what I pay today, I've tried to make a complaint although I'm told I will be getting a call back. I'm shocked at this poor business practice, we've been with xfinity for a while now and I've never had this problem before or with any other provider. Everyone should be mindful of this and how it is a potential 68% increase to your billing if your contract has expired, but guess what, you need to keep track of that yourselves as they won't tell you.

  Business Response

  Date: 02/12/2024

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  ***************************************************************************************************************************
  
  ***       ***************************
              ****************************************
              *********** *****
  
                **** *******                    ********
              **** ** *******             ******** ** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 6, ****, I spoke with ******************** regarding a billing concern. Our records indicate that the current 12-month Gigabit Extra Internet promotion will soon end on February 14, ****, and on February 15, ****, retail rates will become effective.
  
  On February 6, **** ******************** accepted a new 12-month promotion for Gigabit Extra Internet and xFi Complete effective February 6,**** through February 14, ****. At the end of the promotional period, retail rates will apply. ******************** also receives a monthly discount for enrollment in both EcoBill and AutoPay. Should enrollment in either be cancelled at any time, the associated discount will be removed.
  
  I offered an apology for any inconvenience that *** have been 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,
  
  
  ****************
  Elite Customer Experience

  Customer Answer

  Date: 02/12/2024

  [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:02/04/2024

  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 received a notification that my internet was going from $60/month to $119/mo, Right away, I reached out to comcast and talked to *******. She told me that on 1/24, the new internet promo started and an associate would be calling me to set up and would get my bill back down to $60/mo with the same speed that we currently have. It's now 2/4 and I still have not heard back from an associate, and was just charged the ridiculous $119/mo price. I need this fixed and I need to have my $60/mo reinstated and retroactive.

  Business Response

  Date: 02/09/2024

  February 9, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*********************************
  *******************
  Aloha, OR *****
  
  Case Number:********
  Date of Notice:February 5, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On February 8, 2024, I spoke with *** ********* regarding a billing concern. Our records indicate that the previous 24-month Gigabit Internet promotion ended on January 16, 2024, and on January 17, 2024, retail rates became effective.
  
  On February 8, 2024, I spoke with *** *********, an authorized user on the account, regarding a billing concern. During our conversation, *** ********* accepted a new 12-month Gigabit Internet promotion effective on February 8, 2024, and will end on February 16, 2025. A term agreement is effective from the same start date through February 8, 2025. A 12-month service discount was added to the account on February 8, 2024, which will end on February 7, 2025. 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,
  
  ****************
  Elite Customer Experience
  

• Initial Complaint

  Date:02/01/2024

  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.

  When setting up my transfer of business services with ******* ********, only the monthly rate was disclosed for the next two years. Upon concluding of the phone call she stated that I would be getting a docu-sign sent to my email and then once completed her team would reach out to schedule the transfer. Installation fee was never discussed over the phone. I completed the doc-sign from my phone and skimmed through and didn't see the installation fee hidden in there just clicked through the boxes. Upon setting up my installation of service the customer service rep was the first one to mention an additional 180.00 fee. I reached out to ******* several times her phone just goes right to voicemail and I get no response. Called back into customer care and they told me they'd get it waived and put in a ticket. And the installation fee is still on my first month bill. Not to mention the pro-ration of 2 weeks charge is more than my whole bill all together. I have never been lied to so much by a company over billing. I called back in today and there's another ticket to get the installation fee waived which I was told would probably get denied again. You guys are absolute crooks and liars and if this doesn't get resolved. I will be looking for service elsewhere.

  Business Response

  Date: 02/08/2024

  February 8, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *********** ******
               **** ****** **** ****** ***** *
               Grand Blanc, MI *****
  
              Case Number:                         ********
              Date of Notice:                        February 01, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Comcast Business service.
  
  On February 8, 2024, I spoke with *** ****** regarding an adjustment. Our records indicate that effective January 3, 2024, the account is on 24-month service order agreement for Data, Voice, Access Package for discounted rate for months 1-24, increasing to then regular rate in month 25 (January 02, 2026). Package includes Business Internet Performance (download speed up to 250 Mbps), 1 Mobility Line, WiFi Pro - Expanded Coverage, and SecurityEdge. The order also includes equipment fee and a phone line fee.
  
  Additional 10 MRC discount with enrollment in EcoBill paperless billing and automatic payments through Comcast's self-service online tool via **************** within 30 days of service installation. Equipment, installation, taxes, and fees, including Broadcast TV Fee, Regional Sports Fee, regulatory recovery fee and other applicable charges extra and subject to change.
  
  Our investigation determined the representative did not mention the non-recurring fee and as result the fee was credited on February 7, 2024, and will appear on the March 1, 2024, billing statement.
  
  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

  Customer Answer

  Date: 02/08/2024

  [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 asked for copy of the call. The representative pulled a bait and switch. If you listen to the call I asked specifically what would my estimated rate be after tax and equipment and such. The representative said 167.00 give or take a couple dollars. NEVER once said it was upon enrolling in auto billing. You can't get your bill right to begin with do you think I'm just going to let you draft whatever you get wrong and hope you figure it out on the back end. You are crazy. Baiting and switching the price is unethical business practice and I reject their reason of fine print. I didn't get to review my contract with the sales person and they never answered my calls after signing me up. I called in prior to installation to discuss discrepancies and I was told it would be taken care of on the back end. The meanwhile my office was down without phones or internet waiting for installation so I was held ransom to get it installed. ALL FEES MUST BE DISCLOSED AT THE TIME OF SALE. if your rep gets it wrong that isn't the customer's fault.
  
  
  Regards,
  
  
  
  *********** ******
  

  Customer Answer

  Date: 02/21/2024

  I wish to withdraw this complaint due to retention agent ****.. ***** wasn't successful but **** was! I'm happy with her resolution.

• Initial Complaint

  Date:01/26/2024

  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.

  Never had an account with this company but they posted on my credit report that I did. They are unwilling to fix the problem and remove from my credit report.

  Business Response

  Date: 02/07/2024

  ******** ** ****
  
  *** ** ***** ********** ** * ******* ************
  *************************************************************************************************************************************
   
  *** ***************************
  ****************************************************************************
  
  **** ***************
  **** ** ************** *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau by ********************************
   
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  
  On January 31, ****, a Comcast ***************** Assurance technician contacted ******************************* to discuss his concerns and apologize for the inconvenience or frustration he experienced.  The technician advised **************** of the above information. The technician advised **************** that the Comcast Privacy Policy can be found online at www.xfinity.com/privacy. The technician provided their direct contact information so that **************** can contact them with any further questions or concerns.
   
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  

• Initial Complaint

  Date:01/24/2024

  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.

  Internet outages 4 days in a row and Comcast has told me to wait for a reimbursement. As well this company makes it nearly impossible to speak to anyone because they know their level of service is unacceptable.

  Business Response

  Date: 02/07/2024

  ******** ** ****
  
   
  *** ** ***** ********** ** * ******* ************
  ****************************************************************************************************************************
  
  **********************
  *************************
  ****** ** *****
  
  **** ***************
  **** ** ************** *** ****
  
  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 Mr. ******* service was affected by several outages in his area from January 21, **** through January 16, ****. On January 21, ****, an outage was reported and was resolved on the same day, after Comcast's maintenance team corrected the issue causing the outage by adding a power pack. On January 22, ****, an outage was reported which impacted multiple customers. On January 22, ****, Comcast's maintenance team identified and corrected the issue causing the outage by replacing the *** hardware. On January 23, ****, an outage was reported and resolved on the same day after Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. 
  
  Then, on January 24, ****, an outage was reported which impacted multiple customers. On January 24, ****, Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. On January 25, ****, the service was affected by an outage, causing the loss of service for multiple customers. On January 25, ****, Comcast's maintenance team identified and corrected the issue causing the outage by resetting the **** On January 26, ****, the service was affected by two outages in the area. On January 26, ****, Comcast's maintenance team identified and corrected both outages by repairing failed equipment. A review of the account shows that no additional outages have been reported. The equipment is online, and the signal levels are within specifications. 
  
  On January 24, ****, a one-time service adjustment was applied to the account. On January 21, ****, a service adjustment was applied for services billed from January 21, **** through January 26, ****. The credits were reflected on the January 28, **** billing statement. Contact with **************** is needed to address any additional concerns. 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:01/23/2024

  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'm a veteran 69 years old residing in a senior citizen building with cable service provided by xfinity and my cable service sound and picture has been freezing for over 2 months now so in the month of December xfinity sent a technician out twice one before Christmas, who did nothing and the other on 12/28/2023 who told us that something within the fibro optics is causing this picture and sound to freeze and the engineering department is working on fixing the problem. It has not been fixed yet as of today. I pulls up my bill to and they are charging me $100.00 for that visit under one time charges. They claim they credited $50.00 to my account. I have limited basic cable and this limited service with this freezing issue going on should be under the $212.49 that I'm paying now until they fix the problem. Prior to me reaching out to you I set up a call back from the billing department and the representative acted as if she couldn't understand as if there was some sort of language barrier. I hope in my attachment you can see where they want me to pay $422.00. If there was another provider servicing this building I would definitely try them. It's a shame all of us seniors utilizing this service here have to go thru this. The second technician told me that a roku smart TV would stream the xfinity service, but I can't afford that and pay for cable service. I hope you can remedy my situation.Thanks ***********************

  Business Response

  Date: 02/07/2024

  **** ** *** *************** ** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ******************************************************************************************************************
  
  **************************
  ***************************************************************************************************
  
  
  **** ***************
  **** ** ************** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Records reflect on December 27, ****, a service visit was completed, at which time the technician coded the cause of the issues as customer education. On December 28, ****, a service visit charge was assessed.
  
  On January 24, ****, I spoke with ************ to review his concerns and scheduled another service visit to be completed on January 25, ****. On January 24, ****, a credit was applied to the account for the aforementioned service visit charge. This will reflect on the February 20, ****, billing statement.
  
  On January 25, ****, a service visit was completed during which time the technician determined that the outlet required an electrician to replace, and so he subsequently installed an external outlet line to provide service to that outlet. 
  
  On January 21, ****, I spoke with ************ and he confirmed the service was working correctly. On January 31, ****, a credit was applied to the account for one month of service. This credit will reflect on the February 20, ****, billing statement.
  
  On February 7, ****, I spoke with ************ and confirmed that the external wire will sit outside the wall and in-wall wiring would need to be completed by an electrician, or he may continue to use that line indefinitely. I apologize for any inconvenience he may have 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:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Xfinity Internet on November 9, 2021. The agent told me that I could not get the internet service without, at least, the minimum television package. Over time I attempted to log on to the television service but was not allowed to. On December 29, 2023, I spoke with an Xfinity agent who was able to remove the television charges from my monthly bill, a reduction of about $54. The agent also told me that I was owed approximately $730 for the television charges. In early 2024 I received a revised bill from Xfinity without the television charge, but no mention of any refund. I contacted the company and an agent told me that there was no notes regarding the refund. Since I was charged for a service that was not available a refund should be issued. Note, in all of my follow-up contacts with Xfinity regarding this issue I have not been able to speak with a representative, only text via their system, so clear communication is very difficult.

  Business Response

  Date: 02/02/2024

  February 2, 2024 
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:****** *******
  ***** ********* *****
  Taylor, MI *****
  
  Case Number:********
  Date of Notice:January 23, 2024
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ****** ******* regarding Xfinity service.
  
  On January 25, 2024, I spoke with *** ******* regarding a billing explanation. Our records indicate that on November 9, 2021, *** ******* accepted a 12-month contractual agreement for the Choice TV (formerly Basic TV) and Superfast Internet (formerly Extreme). The promotion was effective from November 10, 2021 through November 10, 2022. The account was eligible to receive a self-service discount of up to $10.00 due to enrollment in automatic payment and paperless billing depending on the chosen payment method.
  
  On December 28, 2023, *** ******* removed Video services and accepted the Superfast Internet at a standard retail rates. The account was eligible to receive a self-service discount due to enrollment in automatic payment and paperless billing. Customer approval for the package pricing was received via text message. The change of service was reflected on the billing statement dated January 6, 2024. Accounts indicate on September 20, 2023, *** ******* contacted customer service regarding a Xfinity Stream application issue. 
  
  On January 19, 2024, *** ******* accepted a 12-month contractual agreement for the Gigabit Extra Internet effective from January 19, 2024 through January 19, 2025. The account is eligible to receive a self-service discount due to enrollment in automatic payment and paperless billing. Equipment, taxes, and fees are not included in package price. Customer approval for the agreement and package pricing was received via email. The change of service will reflect on the billing statement dated February 9, 2024.
  
  I verified the account is being billed correctly for the subscribed services and Video services were removed as requested. *** *******’s request for compensation has been respectfully denied. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
  
  Sincerely,
  
  *** **
  Executive Customer Relations 
  

• Initial Complaint

  Date:01/22/2024

  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 am xfinity internet customer over two (02) years now. On November 2023 i signed a two year promotion service contract plan with Xfinity mobile for two Lines ( ###-###-#### & ###-###-####) Its a two years plan was as one line get the 2nd free for one year Plus discount of the Internet service .LIne # 1, $30/ month for 2 years ; Line # 2, First year is free, & second year would be $30. The December 2023 monthly bill came as per contract. (statement attached paid $33.43 for the 2 lines) and also, i got a discount on the internet as per my 2 years unlimited mobile contract.
  For the January 2024 statement, the charges were $ 68.18. I called mobile customer services and explained and the answer is: you dot qualify for the Promotion since you got discount on the internet. I called many times to solve the issue however, everytime i call i get same answer.. On 01/08/2024 , I called Xfinity and the customer service was very understanding and gave me transaction number for the revise charges, however, I didn't see the change in the account so I called yesterday (01/20/2024), but i was so disappointment when I heard the same story over again that I don't qualify for the promotion. Today, 01/21/2024, Xfinity did a transaction and charged a 68.68 on my credit card.

  Customer Answer

  Date: 02/03/2024

  Dear BBB Team, 
  Pls be advised that I received an email from Gabrielle K., XM Executive as a reply to my claim after last week call to verify the account. ( I forward it to I am not sure why would she reply to my email directly Instead of BBB. Further,Pls note that her claim/ reply are not acceptable and Its far away from the content Plus I don't get bonus mobile discount as claimed.  The desired settlement should be the continuity of the contract as agreed/signed on November . ( 2nd line to be free for one year.) and revise charges for the last two statements, Dec 2023 & Jan 2024. Moreover, I want to add something WRT to my calimI transferred from another carrier subject to BOGO promotion however, Xfinity mobile stopped the contract after one month. Kindly assist. 

  Thanks
  
  Regards,
  ******* *****
  ###-###-####

  Business Response

  Date: 02/09/2024

  February 9, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:******* *****
  **** *** ***** ** Apt ****
  San Jose, CA *****
  
  Case Number:********
  Date of Notice:January 22, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******* *****.
  
  On November 3, 2023, *** ***** initiated an order for two bring your own devices (BYOD), an ****** 15 and ****** 15 plus. At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with Xfinity Internet (Internet Essentials or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other Xfinity promotions are not eligible to receive this promotion.
  
  *** ***** did not satisfy the promotional requirements because he is currently receiving the bonus mobile discount.
  
  Upon receipt of the complaint, I contacted ******* ***** and explained the above information. Should you have any questions or need additional information, please contact me at ###-###-####.
  
  Sincerely,
  
  ********* *. 
  XM Executive Resolutions 
  ###-###-#### Extension *******
  

  Customer Answer

  Date: 02/13/2024

  [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:

  1. I signed agreement November 2023 for two years at Xfinity store in San Jose subject to 2 Lines as one line free for the first year. 

  2. The agreement  started on Nov 2023 and the November 2023 Mobile statement was $ 33.43  ( November statement. attached).  

  3, I don't get any Xfinity mobile bonus as claimed.  

  4. Xfinity must comply with the agreement as one line should be free from NOv 2023 for 12 month

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