Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2022

  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 made several attempts to resolve the balance owed and have yet to receive a response. The balance reported to the credit bureaus is incorrect because I returned all equipment, receipt attached.I'm requesting the balance be adjusted accordingly and immediately. In addition, I'd like to set up a reasonable and affordable payment plan to resolve the correct balance owed and ask that it gets reported to credit bureaus accordingly.

  Business Response

  Date: 07/15/2022

  July 15, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ****** ***** ***
  ***** ****** ****
  Hagerstown, MD *****
  
  Case Number:    ********
  Date of Notice:   June 30, 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 July 8, 2022, I spoke with **. ****** ***** regarding a billing related concern. Our records indicate that the information listed on *** *****’s credit report is accurate. I advised *** ***** the charges for the equipment were removed on September 23, 2019, and reflected on his October 7, 2019, billing statement.
  
  However, our records reflect *** ***** accepted a 24-month contractual agreement for Signature Triple Play and Xfinity Home Security package, effective August 30, 2018 through August 30, 2021, which included an Early Termination Fee (ETF) that would apply should *** ***** disconnect his services prior to the conclusion of his contractual agreement date. As a result of services being disconnected prior to the conclusion of his contractual agreement, *** ***** was assessed an ETF on September 7, 2019, which reflected on his September 7, 2019, billing statement. As a courtesy, on July 8, 2022, I applied a courtesy credit to waive the ETF. Due to the account being charged off and sent to collections, no payment arrangements are available. I provided *** ***** with the final balance due and the information to the collections agency to allow an opportunity to resolve the debt in question and apologized for any inconvenience or frustration that may have been experienced 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,
  
  Terrence G****
  Executive Customer Relations
  

  Customer Answer

  Date: 07/19/2022

  [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:06/24/2022

  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.

  It’s about my home and old cable now flex on my account. My front camera hasn’t worked since March of this year however I’m still charged for the camera which is offline and inoperable. I return my cable boxes in January and also still being charged for boxes that I returned. I was told that I would receive a credit for those months for those five months of charges however I haven’t received it. Also I haven’t received the credit for my front camera and still charged although it only worked for one month. I have so many charges on my account and I’m always over charged every month.

  Business Response

  Date: 07/05/2022

  July 5, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:********* *****
  *** ********* ******
  Memphis, TN *****
  
  Case Number:********
  Date of Notice: June 25, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********* ***** regarding Xfinity service.
  
  We were unable to reach *** ***** after multiple calls and emails to her primary phone number and email. Without contact with ********* ***** we are unable to address any service concerns. Our records do not indicate that Comcast leased equipment was returned to Comcast, resulting in charges for unreturned equipment being added to *** ****s’ account beginning February 15, 2022. The unreturned equipment codes were removed on June 17, 2022, and a prorated billing adjustment was applied due to the change.  As a courtesy, on June 28, 2022, a credit was applied to the account to cover the remaining unreturned equipment charges that were assessed. The credits applied will reflect on the July 8, 2022 billing statement.
  
  Additional credit is respectfully denied at this time, as we need to speak to *** ***** to identify and resolve any service concerns to determine if additional credit is warranted. I apologize for any inconvenience experienced while attempting to resolve this matter.  
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (888) 824-8988 Extension *******
  
  Sincerely,
  
  
  Kevin E
  Executive Customer Relations
  
  

  ******* **** ********* *** ******* ****** ********** *** ** ******** ** *** ******* ********** ******** ***** ** ********** **** ****** ***** *** *** *********** ** ****** ***** ********* *** ****** ********* ** *** ********** ** ******** ***** ******* * ***** ****** ***** ***** ****** ***** ******** ****** ***** ********* *** *** ******* *** ******** *** **** ******* *** **** ***** ******* ********* *** ******** *** ********* ** *** ****** ** ******** *** ************* ********* ********** ** ******** ******** **** *** **** ***** ***** **** *********** ** ****** ************************ *** *** *********** *** ********* ********* **** ******* *** ********** *********** ********** *** ********** ********** ********** ********** *** **** *********** *** ****** *** ********** *** ********* *** *********** *** *********** *** ********* *** ********* *** ********* **** ********** ****** ***** *** ******** ** ****** ***** ********* *** ******* *** **** ***** ******** **** * ************* *** ******* *** ******** ** *** ****** ********** ** ***** ************ *** **** *********** *** *** ******* *** ********** ********** *** *** ***** *** ***** *** ****************** ******* ****** ******** ** *** ***** ********** ** ****** ****** ******* ******** ****** **** *** ***** ******* ** ****** ***** ********* *** ************* *** *********** **** ******** *** ********* *** ************* *********** *** *** ******* *** ************* *** ********* ***** ******

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
   
  Re: ********* *****
               *** ********* ******
  Memphis, TN ***** 
   
                Case Number:********
  Date of Notice:July 22, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********* ***** regarding Xfinity service.
  
  I attempted to contact *** ***** via telephone and email several times; however, my attempts were unsuccessful. In order to resolve this matter, contact with *** ***** is necessary. 
  
  Additional credit is respectfully denied at this time, as we need to speak to *** ***** to identify and resolve any service concerns to determine if additional credit is warranted. 
  
  Comcast record do not indicate that comcast leased equipment was returned to Comcast resulting in charges for unreturned equipment being added to *** ***** account beginning February, 15, 2022, until removed on June, 17, 2022. On June 17, 2022, when the rate codes were removed a billing adjustment was applied to the account for the unreturned equipment charges. As a courtesy, on June 28, 2022, a credit of was applied to the account to cover the remaining charges. The credits applied will reflect on the July 8, 2022 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Extension *******.
  
  Sincerely,
  
  Kevin E

  Executive Customer Relations

  ******* **** ********* *** ******* ****** ********** *** ** ******** ** *** ******* ********** ******** ***** ** ********** **** ****** ***** *** *** *********** ** ****** ************* *** ****** ********* ** *** ********** ** ******** ***** ******* * ***** ****** ***** ***** ****** ***** ******** ****** ************* *** *** ******* *** ******** *** **** ******* *** **** ***** ******* ********* *** ******** *** ********* ** *** ****** ** ******** *** ************* ********* ********** ** ******** ******** **** *** **** ***** ***** **** *********** ** ****** **************** *** *** *********** *** ********* ********* **** ******* *** ********** *********** ********** *** ********** ********** ********** ********** *** **** *********** *** ****** *** ********** *** ********* *** *********** *** *********** *** ********* *** ********* *** ********* **** ********** ****** ***** *** ******** ** ****** ************* *** ******* *** **** ***** ******** **** * ************* *** ******* *** ******** ** *** ****** ********** ** ***** ************ *** **** *********** *** *** ******* *** ********** ********** *** *** ***** *** ***** *** ****************** ******* ****** ******** ** *** ***** ********** ** ****** ****** ******* ******** ****** **** *** ***** ******* ** ****** ************* *** ************** *** *********** **** ******** *** ********* *** ************* *********** *** *** ******* *** ************* *** ********* ***** ******* *** ***************************** *** ******* *****

  Customer Answer

  Date: 08/08/2022

  [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 have responded to all emails however not via phone. As I stated, the email thread will help with present or future issues that may arise. I turn in the equipment in January however as the rep stated they sent an email with credits for those being removed. However I feel it isn't sufficient to the charges I've endured for eight months. 
  
  Regards,
  ********* *****

• Initial Complaint

  Date:06/24/2022

  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 need help to get Xfinity to resolve the Caller ID issue with my Mobile Phone. The issue is that the CNAM Database which stores the Caller ID data for my mobile phone ###-###-#### is showing someone else's name and only the Carrier (*******) can update the DB. It's been over a week since I reported it and I've made both multiple phone calls and visits to their retail location. Also, they are telling me that they can only change it to report "Wireless Caller" and not my name. 

  Business Response

  Date: 07/13/2022

  Tell uJuly 13, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: Case Number:********
  Date of Notice: June 24, 2022

   ***********************
  ** ********************* 
  North Haven, CT *****
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *** ******* **** regarding Xfinity service.
  
  On June 15, 2022, an Xfinity Mobile specialist spoke with *** **** to advise him that his caller id could be updated to reflect “wireless caller.” However, the call was disconnected and no actions were taken at that time. There were multiple troubleshooting attempts on June 21, 2022, to address *** ****’s concern. 
  
  On June 24, 2022, I spoke with *** **** to advise him that his caller id can only be updated to reflect “wireless caller.” I provided *** **** with education regarding the caller id features. On June 27, 2022, I spoke with *** **** to advise him that his caller id feature was updated and would take 24 hours for the update to complete. In addition, I apologized to *** **** for any inconvenience that he may have experienced while attempting to resolve his concern.
  
  Please contact me directly should you have any additional questions or concerns. 
  
  Sincerely,
  
  Angelique S. 
  Executive Resolutions
  ###-###-#### Extension *******s why here...

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ******* ****
              ** ******* ******
              North Haven, CT *****
  
              Case Number:              ********
              Date of Notice:             July 14, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *** ******* **** regarding Xfinity service.
  
  On July 14, 2022, I spoke with *** **** to address his concern, and advised him that a new ticket (***********) was created to escalate his caller id which reflects the incorrect name. On July 18, 2022, the ticket was updated confirming that the caller id feature has been updated and re-provisioned; please allow 48 hours for the caller id to update and reflect "wireless caller".
  
  On July 19, 2022, I spoke with *** **** and confirmed that his caller id now reflects "wireless caller". A one-time courtesy credit was applied to the billing cycle from June 21, 2022, to July 20, 2022. I apologized to *** **** for any inconvenience that he may have experienced while attempting to resolve this matter.
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  Angelique S.
  Executive Resolutions
  ###-###-####, Extension *******

  Customer Answer

  Date: 07/31/2022

  [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 but, I would like to comment on the various failures that transpired with Xfinity service.  When I first called and spoke to level one support, they had no concept of how OUTBOUND Caller ID works and how to fix it.  They made numerous attempts to re-provision my phone and having me reset network settings on the phone itself.  Outgoing Caller ID is 100% a carrier issue and has nothing to do with either the software or hardware of the phone.  Xfinity had no tools available to them to verify the Caller ID Name Database (****) yet there are numerous web sites available to consumers where you can verify up to 5 numbers for FREE.  www.calleridtest.com being the one I used myself. As a result of that, I had to spell the incorrect name that was being reported numerous times. In the end I had to educate them on what the issue was and inform them that they had to go to ******* whom they lease the number from.  The website I mentioned as well as numerous other free sites tell you that. Also, if you're on the line for an issue with Xfinity and get disconnected you have to start over from the beginning as their system doesn't show that you just called and has no record of what steps were already taken.  They also do not give you any reference number to follow up with should you have to call back when their fix doesn't work.  

  In the end it too them a month to resolve a problem that should have taken no more than 2 days for the data to update across the various **** DB's.  Mainly because XFINITY did not have the correct tools to handle the issue and also never called me back until after I absolutely hammered the rep that responded to this complaint.   

  If Xfinity had this issue listed in their robotic customer service system and gave their service reps the tool to lookup the data in the **** DB, along with a process to contact ******* or whatever carrier the number belongs to. (I would assume this would vary by region in the US.)  then this would have all been avoided. 

  Bottom line is that Xfinity failed to follow basic Customer Service Rules: If a resolution takes longer than the phone call or visit to the customer, ALWAYS FOLLOW UP UNTIL RESOLUTION IS CONFIRMED.

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

• Initial Complaint

  Date:06/20/2022

  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.

  Former Customer & Comcast Cable Company Contract Ended Prior To October 2019. Former Customer and Comcast Cable Company Agreed The Final Amount Submitted Was Final. No Other Charges No Additional Billing.. Fees To Be Paid. Amount Former Customer Paid Was Agreed As..Paid In Full. Account Contract Ended. The Comcast Cable Company Owed Consumer ********* *****..Monies..Credits For Over Charging Consumer For Entire 24 month Contract. And All Descrepancies In Payments & Services To Account That Reduced All Charges To Agreed Upon Final Paid In Full Amount...Which Was Paid To Comcast Company As Final Bill Along With Equipment Returned To Comcast Company.. Location ***** ****** ****** Washington DC. Comcast Erroneous or False Charges Reference To Comsumer To 3rd Party Collection Agency Named As ***** ****** Collection Agency Representing Comcast Cable Company... The First & Only Letter To Former Customer ********* ***** Received June 12th 2022 Which Customer Became Aware For First Time Of Such Erroneous or False Filing Of A Debt The Company Comcast Made & Never Informed Customer Of Owing Any Further Payment via Letter...E Mail..Phone Call ...After Agreeing Account Had Been Paid In Full.

  Business Response

  Date: 06/23/2022

  June 23, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ********* *****
              *** * ****** *********
              Washington, DC *****
  
              Case Number:              ********
              Date of Notice:             June 20, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********* ***** regarding Xfinity services.
  
  On June 21, 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. There is no justification to provide an adjustment to her account. As a result, the collection notice received is valid. 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 ###-###-####.
  
  Regards,
  
  Anthony A.
  Executive Customer Relations

• Initial Complaint

  Date:06/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast was in my yard digging to bury a cable. The cable was not mine; it was my neighbors. A company that was contracted dug a hole and hit the main water line, they didn't ask to dig or let me know the water was turned off. They left a large muddy hole that was never fixed. Several months later a roof adjuster fell in the hole and broke the line that was still exposed and partially repaired. This was the second time we were without water on a weekend, Unknown to me the water had been leaking for months. A plumber was called on a weekend and charged me 1,000.00. Due to the low water pressure and dirt in the lines, all faucets should be replaced. There has been multiple calls, emails, and visits to Comcast with no one ever contacting me. I have pictures and video. This has been going on for 9 months. In conclusion I would like to be reimbursed for the damages and recommendations to fix additional damage caused by Comcast. Thank you for your attention to this matter. *** ***** 

  Business Response

  Date: 07/14/2022

  July 14, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:******* *****
  **** ****** ****
  Augusta, GA *****
  
  Case Number:********
  Date of Notice: June 16, 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 June 21, 2022, I spoke with *** ***** regarding her damage claim. Our investigation determined *** *****’s water line was damaged on September 22, 2021 by a technician. On October 1, 2021, a technician successfully repaired the water line.
  
  On June 27, 2022, a technician visited the location to investigate *** *****’s concern of additional damage to the water line after being repaired on October 1, 2021. Our investigation determined Comcast did not cause any additional damages to the water line. On July 11, 2022, I spoke with *** ***** and explained the technician’s findings and that compensation is respectfully denied. 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 ###-###-#### Extension *******.
  
  Sincerely,
  
  Greg M.
  Executive Customer Relations
  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ******* ***** 
        **** ****** ****
        Augusta, GA *****
  
  Case Number: ********
  Date of Notice: June 16, 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 July 25, 2022, I spoke to *** ***** regarding a damage claim. The complaint was referred to the Comcast Techncial Operations team for further investigation. The Technical Operations team confirmed that under the account ending in ****, *** *****’s water line was damaged during ongoing work in the area on September 22, 2021. Comcast records reflect that on October 1, 2021, a service call was completed at which time the damages to the water line were repaired. 
  
  On June 27, 2022, an additional service call was completed. During this service call a technician diagnosed and identified that additional damages made to *** *****'s water line occurred after the completed repairs on October 1, 2021. The additional damage was caused by a third party.
  
  On July 25, 2022, *** ***** was advised that a receipt is required providing details of the required repairs. The receipt would need to support that the damages *** ***** claims were caused by Comcast. At this time, *** ***** has been unable to provide this information. *** *****’s damage claim has been denied after our Technical Operations team has been unable to confirm that the damage to the water line that occurred after October 1, 2021 is related to Comcast. *** ***** will need to work with the third party to address the damage concerns. 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 ###-###-#### Extension *******.
  
  Sincerely,
  
  Greg M.
  Executive Customer Relations 
  

  Customer Answer

  Date: 08/08/2022

  [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:
  
  Regards,
  ******* *****
  
    The repair was done poorly and I continue to have issues because Comcast illegally dug on my property and failed to follow up, after I repeatedly called ,emailed and visited the store with no response.
  
  

• Initial Complaint

  Date:06/13/2022

  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.

  We are having an issue logging into our acct to buy new phones .ourSSNare all messed up and no one will even attempt to fix it

  Business Response

  Date: 06/24/2022

  June 24, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: **** ****
  **** ****** ****
  Bulger, PA *****
  
  Case Number: ********
  Date of Notice: June 13, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** **** regarding Xfinity 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 *** **** established and activated Xfinity Mobile services on February 18, 2022, with three lines. *** **** qualified for five lines but only two with a device payment plan. On June 13, 2022, *** **** spoke with an Xfinity Mobile supervisor who explained her eligibility status of the mobile account. 
  
  I confirmed due to eligibility, *** **** was not eligible to add another device with a device payment plan. *** **** could either process another BYOD (Bring Your Own Device) or purchase a device in full. I confirmed the Xfinity Mobile services were disconnected on June 14, 2022, for all three mobile lines. 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 (844) 963-0087 Extension *******.
  
  Sincerely,
  
  Desire S.
  XM Executive Resolutions

• Initial Complaint

  Date:06/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to cancel a service and was instead pushed to switch to a seasonal plan that would only cost me $8. A month later I am being charged the full plan of $60. I no longer require the services and called to request a refund of the $60 (to which they said they needed to charge the $8 for the first month on the seasonal plan and would instead return $52) but if I were to cancel then they couldnt refund me and charge me still the $60 because I havent been on the seasonal plan for the required 90 days. None of this was explained to me when I signed up. I didnt sign a contract, I requested for an email with confirmation of everything which I never received. They are now telling me to stay on the seasonal plan (to which they would continue to charge me $8 a month) until the allotted 90 days and then cancel. They are keeping me to a contract I never signed and pumping money from me.

  Business Response

  Date: 06/29/2022

  June 29, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re: ******** *****
  **** ***** ******** *****, Apartment ***
  Miami, FL *****
  
  Case Number:      ********
  Date of Notice:     June 13, 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 June 14, 2022, I spoke with *** ******** ***** and explained that the billing statements are generated on the 16th of each month for the services dates between the 20th of the same month through the 19th of the following month. I confirmed that a disconnection of service was requested on May 20, 2022, effective the same day leaving a credit balance on the account. The prorated credits will be reflected on the June 14, 2022, billing statement. 
  
  On January 19, 2022, *** ***** accepted a 12-month promotional offer for the Ultrafast Internet which was not contractual. *** ***** approval was obtained via text message. The monthly rate included a promotional discount effective January 19, 2022, through January 19, 2023. The rate also included a discount for enrollment in the Autopayment and Eco Bill services. I explained to *** ***** that the refund will not be processed until all the Xfinity equipment has been returned. As of June 23, 2022, one Xfinity Flex device bearing serial EAICO remains associated with the account and has not been returned. 
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  Shelly Ann S.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/10/2022

  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 had cancelled due to hospitalization and nursing home admittance November 15 through December 6, 2021 and suffering from brain disorder and incompetent to do anything related to a contact. Xfinity did not honor cancelled phone and misdelivered to my apartment building right after I got back from nursing home. Manager brought it to my apartment wrongfully and I tried to return but was bedridden so had a neighbor drop in a nearby ***** box after blacking out any of my information. Xfinity has hounded me ever since. I am 81 and do not want the harassment because ***** dropped phone in lobby and did not get required signature.

  Business Response

  Date: 06/27/2022

  June 27, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:         Case Number:                      ********
              Date of Notice:             June 10, 2022
  
              ****** *******
              **** ** ****** *****, Apartment ***
              Denver, CO *****
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******* regarding Xfinity Mobile service.
  
  I made several attempts to contact *** ******* via telephone and email. Although I was unable to reach *** *******, a review was completed on the account. Our records indicate a Xfinity Mobile order was placed on December 6, 2021, for a ******** **** * ******, device id ending ****. On December 8, 2021, the device was delivered to the service address.
  
  Xfinity Mobile records show the device was activated on December 9, 2021, with the phone number ending **** and the same date, a request from *** ******* to change the phone number to the phone number ending ****.
  
  Xfinity Mobile records show no record of the returned device id ending ****. Xfinity Mobile shows there were no payments made to the mobile account. On March 3, 2022, the line ending **** was suspended for non-payment. On March 21, 2022, the account was cancelled for non-payment. On April 10, 2022, the collection debt was written off and sent to a third-party collection agency. 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 (844) 963-0087, extension *******
  
  Sincerely,
  
  Kimberly F.
  Xfinity Mobile Regulatory Specialist
  
  

  Customer Answer

  Date: 06/29/2022

  [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:
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:06/06/2022

  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 recently moved into my new apartment, and have a bulk account with comcast. I went into the store to pickup my equipment, and during activation received an error to call in. I called into comcast and they said the store gave me the wrong box and i now need to pay $8 a month. Additionally, during setting up my account comcast said i would have 20 hours of dvr included, but after setting it up I cant DVR, and when called in the reps said they cant find the 20 hours included anywhere. So now I need to pay for a box because the rep have me the wrong one, and I dont have DVR service unless I pay more. I have another account at my rental house, and am so unhapy with comcast and the deceit, lies, and misleading business practices. Account **** ** *** *******

  Business Response

  Date: 06/09/2022

  June 9, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:   **** *******
  **** ******* ******, Unit ***
  Denver, CO *****
  
  Case Number:             ********
  Date of Notice:            June 7, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******* regarding Xfinity service.
  
  On June 7, 2022, I spoke with *** ******* regarding equipment charges. Our records indicate that the equipment was added to the account under the incorrect rate codes. This generated a charge for equipment that would normally be included in the service package. On June 7, 2022, the rate codes were corrected to reflect the correct package. This generated a prorated credit for the device cost as well as enabled the missing video features listed in the complaint. On June 7, 2022, a prorated credit and courtesy credit was applied to the account to cover the incorrect charges; these credits are set to reflect on the July 1, 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,
  
  Niles H.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/05/2022

  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.

  The business kept telling me I was not eligable for a government discount since August of 2021. I have been waiting on a supervisor to call me back to resolve the issue and everyone I spoke to over the phone on 05/31/2021 stated that until I hear back from Corporate because she kept avoiding me and kept telling me I was not eligable even though I sent her over 14 emails to her and she told me her boss would call back and didn't. They told me I had to make a payment of 201.00 and she gave me 60.00 of credit and then said she secured me out for 21 days and then interrupted my service. I called and spoke to so many reps and they said they see what's going on and that it's not right but that Corporate is now involved and has to issue the credit. I now have no cable after a confirmation and a recorded call and a promise they made and they are now retracting on it. They owe me 250.00 for the months they told me I was on a discount and never applied it correctly. This is evident since Connie was the only one who finally got me on the ACP discoutn with the same code I sent to Corporate at least 8 times, I have recorded calls and emails to document all this. I am tired of them using my disability against me. My PTSD causes alot of anxiety and they are contantly making mistakes that are costing me money as they wait to get back to me.

  Business Response

  Date: 06/08/2022

  June 8, 2022                                                                                        
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ******* ******
  **** ******** ***
  Rancho Cordova, CA *****
  
  File Number:                      ********
  Date of Notice:             June 5, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the complaint filed by Rebecca Kramer on June 5, 2022, regarding her interest in the Affordable Connectivity Program, a temporary Federal Government program designed to help income constrained households connect and stay connected to the Internet.
  
  With respect to the Affordable Connectivity Program (“ACP”), all customers have to confirm their eligibility through the National Verifier before completing and submitting the Xfinity ACP enrollment form. If the customer information above does not match on both the National Verifier form and the Xfinity ACP enrollment form, the customer will receive an error message when submitting the Xfinity ACP enrollment form and will not be enrolled until they correct the errors.
  
  There is no record to confirm *** ****** submitted an application to Xfinity for the ACP benefit prior to April 1, 2022.
  
  On April 2, 2022, *** ******’ s ACP application was received. However, additional steps were required to complete the application process due to an error with the application.
  
  On May 31, 2022, *** ****** resubmitted her ACP application. On June 1, 2022, her application was approved. On June 2, 2022, a credit for the ACP benefit was applied to the account and will reflect on the June 9, 202 billing statement.  
  
  On June 5, 2022, *** ****** was downgraded to the Xfinity Assistance Program (“XAP”) as a result of an unpaid past due balance owed on her account. Xfinity Internet customers who are past due and enrolled in the ACP are automatically downgraded to the XAP on their soft disconnect date.
  
  The XAP ensures customers stay connected by transitioning them to the Xfinity Internet service at 50/10 Mbps at a reduced price of $14.95 per month. They will not be charged for equipment rental, but taxes and other fees still apply. Affected customers will lose their Xfinity TV and Xfinity Voice services. Customers who had Xfinity Voice service can still make 911 and 611 calls.
  
  If *** ****** pays her full past due balance, her services will be automatically restored to the previous service level within 24 hours.
  
  With respect to the account billing, on November 12, 2021, a courtesy credit was applied to the account that reflected on the December 9, 2021 billing statement.  On March 27, 2022, four courtesy credits were applied to the account, and an additional courtesy credit was applied to the account on March 30, 2022. These credits reflected on the April 9, 2022 billing statement. On May 31, 2022, a courtesy credit was applied to the account and this credit will reflect on the June 9, 2022 billing statement.
  
  On June 5, 2022, I spoke with *** ******. I apologize for any inconvenience that may have been caused while attempting to resolve the matter.
  
  I am providing a copy of the letter to *** ****** with my contact information so that he can contact me with any questions or additional concerns.
  
  Sincerely,
  
  Michael S.
  Executive Customer Relations
  ###-###-####
  
  cc:        ******* ******

  Customer Answer

  Date: 06/13/2022

  [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:   It took them since August of last year to get this discount added and it was thier reps that misguided me and gave me information that lead me to believe I was already on the discount.  When I filed a complaint with the BBB I had asked them to resolve my billing issue becuase I then became aware from Kyle after many emails there was a mis-match in names and there were a total of 3 applications with the ACP program that I was supposed to receive if I was provided correct information from August of Last year.  I was supposed to have a 50.00 credit from August until December and the reps were kind enough to give me credit for March and April because they could see that Kyle was not calling me back and nor did her manager as promised in he last email to me about the credit deserved.  The FCC is investigating it because a rep took a payment of 201.00 and promised to secure my account for 21 days.  Then they shut my service off 3 days later and said it was because of my past due amount.  The entire time I was waiting on kYLE from corp to call me back and she never would to make sure we resolved the billing issue because that is also been investrigated on the end of the connectivity program and they said that is a billing error and not an error on thier end.  They said Comcast has to take care of the billing dispute and my dispute is that had their reps had given me the correct information and the many attemps I made to get on this and I called for almost 8 months and 5 of those months I was told by their collectionds department that I was on the tribal discount of 75.00.  They don't want to take any responsbilities in the executive offive so I filed a complaint with ADA because I feel they are taking advanage of my disability.  They shut off my TV and I have given months to figure out this billing issue.
  
  Regards,
  
  ******* ******