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, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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

• Initial Complaint

  Date:08/07/2024

  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.

  I am 72 years old, on June 2nd I called to disconnect my services after being offered different services that I declined, they proceeded to disconnect my services. They told me that they were going to send a bill for the days of my service. Now they tell me that since the call was disconnected they couldn't disconnect my services. This never happened since I thanked them for the help. This is recorded. If the call was dropped, why did they never call me back? This is abuse for people who don't have knowledge of how things are done. The company has records of the calls. The company wants me to pay them for services that I never used. This is abuse for older people.

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: **********************;
  ********************************************************************************
  
  Case Number:22107263
  Date of Notice:August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  Our research has determined this not a Comcast issue. The service issue referenced by ******************** is associated with Spectrum. Please refer this complaint to the correct service provider. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust 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:08/07/2024

  Type:Product 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 am seeking a $145 refund from Comcast.In 2022, I contacted Comcast customer support to negotiate my rate. Customer support told me that as an additional concession, they would send me a TV box for free. I told them I didn't care about this, but they reassured me it would be totally free. Then, from October of 2022 through August of 2024, they included an equipment rental charge on my bill for this device that they had said I would not be charged for. This monthly charge ranged from $8.50 to $10, and totaled $205 during this time. In addition, I have never used this device, and it sat in its box for the entire time interval.I contacted Comcast customer support and they were able to refund me $60. Comcast should refund me the remaining $145.Attached are the first and last bills of the period in question; the "Equipment & services" charge on these bills is the item that I should not have been changed given Comcast's assurances that this box would be free.

  Business Response

  Date: 08/23/2024

  
  August 23, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************************
              **********************
              *********, MA 02445
  
                  Case Number:      22106962
              Date of Notice: August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On August 8, 2023, I spoke with ******************** regarding a credit request. Our records indicate on August 12, 2021, ******************** received a Xfinity Flex box from their local store. The Flex box did not have a monthly rate associated with it.
  
  On August 11, 2022, ******************* placed an online order and accepted a 12-month agreement for Extreme Pro Internet effective August 11, 2022, through August 11, 2023. The package included a 24-month promotional rate effective August 11, 2022, through August 14, 2024, and then a 12-month promotional rate effective ***** 15, 2024,through August 14, 2025. After the promotion, retail rates would apply. The promotional rate does not include equipment, taxes, or fees. Included in this order was the removal of the Xfinity Flex box. However, the box was not returned to Comcast.
  
  On September 13, 2022, an inactive equipment fee was added to the account as ******************** did not return the Xfinity Flex box. ******************** was billed an inactive equipment fee until August 7, 2024, at which time the box was removed for the account as a courtesy along with the recurring inactive equipment fee.
  
  On August 7, 2024, courtesy credits were applied to cover a partial amount of the inactive equipment fees and is reflected on the August 8, 2024, billing statement. On August 10, 2024,I applied an additional courtesy credit to compensate for the remaining inactive equipment fee charges. This credit will reflect on the September ******, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

  Customer Answer

  Date: 08/28/2024

  [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:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After Xinity replaced their equipment in my neighborhood I began to have intermittent no internet service on all my devices My WiFi works fine but there is no internet connection from time to time.Xfinity sent me a survey to which I gave a negative response because of the problem I was having. I received an email from *********************** apologizing for not meeting exceptions and asking for more information. I replied with additional information but never got any response from ***** or Xfinity.I next called customer service. After describing my problem they said my problem was not enough bandwidth and I needed to increase my service from300 Mbps to 500 Mbps. That would require a new modem and a 24 month commitment. I approved the change after being assured that my problem would be solved. Xfinity arranged for the new modem and a tech to install it. Upon installation, my download speed went from 300 Mbps to less than 300 Mbps rather than up to 500 Mbps. The tech said Xfinity was delivering 500 Mbps to his equipment and basically it was my problem. He could not explain why the download speed was less than before. When he left many of my devices were not working at all.I had another tech come out. He fixed what the first tech did so that my devices were working. He could not explain why with the new modem and service by download speed was less than before. He left saying that all he could do. Neither tech would put my equipment and service back like it was before the installation of the new modem and service.As of this date I can find no one who is interested in my issues or willing to do anything about them. I have a commitment to stay with Xfinity for 24 months or pay a termination charge with lower download speeds. I still have the original problem of intermittent no internet service on all my devices.

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:******** ******
  ***********************************************
  ******************
  
  Case Number:22106878
  Date of Notice:August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************** ****** regarding Xfinity service.
  
  On August 10, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing inside wiring and a neigbors connection that was causing noise. The technician determined that all Comcast equipment is functioning within Comcasts operating specifications and all home check testing completed by the technician passed. 
  
  On August 13, 2024, I spoke with **************** and verified that services are working correctly. On August 13, 2024, I applied a credit to the account for the service-related issues. The credit will reflect on the August 26, 2024 billing statement. 
  
  An internal review of the signal levels to the residence confirms they are within Comcast specifications. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 08/16/2024

  [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:08/07/2024

  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 live in *********, ******** with my family, but until just recently (July 20th) I lived in an apartment in **********, ************, while I attended the ************************ as a college student.I got XFinity internet, and called to cancel (because there was no way to do so on their website, app, or any other platform). I was directed to call various departments and put on hold constantly, before speaking with a representative who told me my internet plan was cancelled. I repeatedly confirmed with him that there is nothing to be done, and my service would be ended on the next business day.Yet, today I got billed again for the month, against my will or expressed desire.I am left with no clear way to cancel my XFinity internet, and no reason to trust them if they were to tell me they were cancelling it.I want to know if anything can be done to get this last payment back and my internet cancelled. Again, I no longer live in the apartment I got this internet for, and have no need of any XFinity services.I can provide additional information as needed.

  Business Response

  Date: 08/15/2024

  
  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *************************
           ********************;
           *******************
  
           Case Number:    22106659
           Date of Notice:   August 7, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  I made several attempts to reach ************************* via telephone and email. While my attempts were unsuccessful, a review was completed on the account.  
  
  Xfinity records show that on August 9, 2024, ******************* account was disconnected with an effective bill stop date of July 20, 2024. The disconnection prompted prorate credits to be applied to the account on August 9, 2024, for the service period of July 20, 2024, through August 17, 2024, which reflect on the billing statement dated August 9, 2024. The prorate credits generated a credit balance on the account, from which the refund process will begin once the leased equipment is returned. 
  
  Our record shows that the Xfinity modem was returned on August 10, 2024. The refund will be processed back to the last payment method within 30 days. Once the refund has been generated, I will attempt to reach ************************* to ensure that the refund was received. I apologize for any frustration and inconvenience that may have been experienced in the 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:08/07/2024

  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.

  August 7, 2024:Called ************ to discuss reducing the monthly bill for my elderly mom. I was told that she would qualify for internet essentials because she was previously on the $30 a month credit from the government. I was told I was being transferred to the department that would make the change. When I spoke to the 2nd ******* gave them same info and was told I was being transferred to again the ****** who would make the change; that did not happen as I was transferred to a 3rd ****** because "apparently" they would remove the current internet and add on the essentials. Then she had to transfer me after the figured out how to remove the current service. Then i was transferred to a 4th ****** who sounded like he was a sleep and had no idea what I wanted. after asking to speak to a supervisor, I was transferred to another ****** (not a supervisor) who also put me on hold. Supposedly a supervisor came to the line and I could hardly understand her; I believe her name is ***** but i couldn't understand her. Now, my phone is on 2 hours on the phone with Xfinity; phone disconnected. TWO HOURS from my work day and all is wasted!! Nothing at all is completed!!

  Business Response

  Date: 09/11/2024

  
  September 11, 2024
  
  
  Better Business Bureau
  *******************************************************************************************************************;
  **********************
  
  Re:****************************;
  
  , MA 01109 
  Case Number:22106468
  Date of Notice:August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ***********************************, an authorized user listed on *************************** ********************** account.
  
  ********************** by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service for $9.95 per month.  
  
  To be eligible for Internet Essentials, a program applicant must meet all of the following criteria:
  
  Reside in a Comcast serviceable area;
  Not have had any level of Xfinity Internet service within the last 90 days;
  Not have had an outstanding Comcast balance that is less than 12 months old; and
  Eligible for or receiving public assistance (e.g., ********* Federal Healthcare Program; National School Lunch Program (NSLP); Supplemental Nutrition Assistance Program (SNAP); public housing assistance including HUD, Section 8, Housing Choice Vouchers, etc.; Temporary Assistance for Needy Families (TANF); Supplemental Security Income (SSI); Low-Income Home Energy Assistance Program (LIHEAP); Women, Infants, and Children (WIC); Veterans Pension from the *********************** (VA); or Tribal Assistance program (including TTANF and FDPIR)).
  
  Our records indicate the account was subscribed to the Standard+ More package, which includes Xfinity Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), HD, 20-Hour DVR, Performance Pro Internet, and ***** Unlimited at the standard retail rate. 
  
  The federal government announced that April 2024 would be the last month that it would fully fund the **** As of June 1, 2024, the *** has concluded and, going forward, customers that were enrolled in *** with ********************** will no longer receive the benefit and will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services.
  
  On August 7, 2024, a Comcast representative spoke with **************** to advise her of the above information and discuss her concerns. At the time, no changes were made to the account. On August 13, 2024, an Executive Customer Relations representative spoke with ******************** regarding her concerns. ******************** was provided package options to unbundle the services. However, no changes were made to the account. 
  
  On August 29, 2024, **************** changed her package and subscribed to a ****************** Basic, Streampix, HD Programming, and 20 Hours of DVR) and Xfinity ***** Premier (Unlimited Local, Long Distance, and International Calling to Over 90 Countries). Additionally, **************** subscribed to a 24-month promotion with a 12-month promotion for Fast Internet, effective from August 29, 2024 until September 13, 2026. Additionally, **************** will receive a three-product discount as long as she subscribes to these services. Additional services, equipment, taxes, and fees are not included in the package rate and are subject to change. The term agreement will expire on August 29, 2025. The package change is reflected on the September 7, 2024 billing statement. 
  
  On September 9, 2024, an Internet Essentials representative spoke with **************** regarding the request to downgrade to Internet Essentials service. **************** was advised she could downgrade to the Internet Essentials services once the services are placed in a la carte rates. An Executive Customer Relations Representative spoke with **************** and provided the package options to downgrade the services. She advised she would discuss it with her daughter.
  
  On September 10, 2024, an Executive Customer Relations Representative spoke with ******************** whoc assisted her with downgrading her service to Internet Essentials Plus. Additionally, Xfinity TV and ***** services remained active on the account and will receive a two-product discount. 
  .
  Please contact us directly should you have any additional questions or concerns.
  
  Sincerely,
  
  
  Internet Essentials Regulatory Support
  **************
  
  

  Customer Answer

  Date: 09/12/2024

  [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: 22106468
  
  I am rejecting this response because:

   

  This company's customer service is horrible!  They absolutely DO NOT value their long term customers.  We accepted the package they offered but do not accept the rejection of one month of service credit for our trouble. 

  i will be taking further action!!
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/07/2024

  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 traded in two phones to Xfinity mobile to receive checks for the trade in. I received confirmation July 8th it was accepted and to reach out if you havent received your cehck. - it has been over the alloted time and I have not received my phones back, or check and ive spent 20+ hours on their customer service lines to receive no answers as no one knows what their doing or where my checks are.

  Business Response

  Date: 08/26/2024

  
  
  August 26,2024
  
  
  Better Business Bureau
  ****************************************************************
  *********************
  
  Re:       *******************************
  *********************************************************************************
  
                  Case Number:                       2105824
              Date of Notice:             August 7, 2024
  
  To the: Better Business Bureau
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************************.
  
  ******************************* is not an authorized user on the account in question. ******************************* would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released.
  Upon receipt of the complaint, I contacted the account holder and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  *******************************

  Customer Answer

  Date: 08/27/2024

  [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: 22105824
  
  I am rejecting this response because: I am an authorized user on the account. I have been speaking with ******* who is a part of your customer complaints department no problem. She told me again the checks were going to be reissued and have to wait another two weeks. I am still being charged for one line as well when I handed back in the phone and cancelled the line. No one at customer service is doing anything to help get any of this rectified and getting round about answers. I would like you to send me my money that is owed or send me all of my devices back that I paid in full for. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  Better Business Bureau
  ****************************************************************
  *********************
  
  Re:*******************************
               **********************
               ******, CO 80239
                
  Case Number:                       22105824
  Date of Notice:August 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************.
  
  ********************************* is not an authorized user on the account in question. ********************************* would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. 
  
  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:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not a customer of ********************** or ********************. I have lived in AZ for over 30 years and over 20 years at my current address - which is a state that is not served by Comcast. My stolen identity was used to open an Xfinity account in ******** without my permission or effective security validation. I have two credit monitoring services and freezes on all my consumer credit bureaus, including Xdata. At no time was I alerted to an inquiry. On 7/30/24, I received a series of text messages from Xfinity with a code and a link to validate my mobile phone number. Presuming these were phishing scams, I attempted to contact the company. The Automated Response Units for both Xfinity and Comcast are horrendous and do not allow for a non-customer to connect to a live person. One hour spent.I found a phone number for fraud and was able to speak to a helpful service agent. She confirmed and immediately closed the account. And has sent the steps needed to remediate my responsibility (affidavit, full disclosure of my personal identity). I reluctantly plan to complete. My complaints are: 1. Comcast/Xfinity did not take proper and complete steps to confirm my true identity before selling products to a fraudster. Clearly prioritizing profits over recovery expense and consumer impacts. 2. Based on Comcasts approach, the consumer bears the burden of time, releasing private personal information to a company who is not focused on risk. Last point. I am enrolled in *** alerts. Surprising to me to see that the product (phone I presume) was still delivered to the doorstep of a vacant home after I alerted one hour of notification of the fraudsters purchase. The shipment could have been stopped or redirected to return. This is another indication Comcast does not prioritize risk - their process is to place the burden on the consumer who was violated. This experience could have been easily prevented with improved procedures to validate identity. I know I am not alone. **

  Business Response

  Date: 08/26/2024

  
  August 26, 2024                                                                       
  BBB of ******************* & ********************
  *****************************************************************************************
  **********************
  
  Re:       ***********************
              **********************
              ******, AZ *****
  
  File Number:             22105746
  Date of Notice:             August 7, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***********************.
  
  Regarding the Identity Theft concern, alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1]  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned 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. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  Our fraud team has confirmed that the reported Comcast account(s) associated with ******************** SSN and name is fraudulent.Comcast ****************** purged ******************** personal information off the Comcast Account. The main ******************** account never had a balance, therefore was never sent to any collection agencies or any of the three major credit agencies, Equifax, Experian, and Transunion.
  
  On August 13, 2024, a Comcast Customer ****************** technician called *********************** to explain the above information.
  
  Regarding the Xfinity Mobile concerns, a mobile order was placed online on July 30, 2024, for three Bring Your Own lines of service with intent to activate via an eSIM onto three customer owned Apple iPhone XRs. The iPhone XR devices were activated on July 30, 2024,with new phone numbers ending in 4186, 0569 and 6197. Soon after the devices were activated, a Global Travel pass for potential use outside of the ** was also activated for each line via the online account. The international data roaming features were then also enabled.
  
  On July 31, 2024, *********************** contacted our care teams to cancel all three lines that were placed as unauthorized,and each line was cancelled immediately. On the same day, all three devices were reported to the National blocklist.
  
  Upon receipt of this complaint, on August 7, 2024, the Xfinity Mobile representative immediately submitted an investigation claim. On the same day, a credit was applied offsetting the July 26, 2024, billing statement charges that generated and clearing the balance. The payment method on file was then removed and the account was cancelled, preventing future orders being placed.
  
  On August 9, 2024, a Xfinity Mobile representative called *********************** to explain the above information.
  
  Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  
  Customer ******************
  ************
  
  
  [1] *****************************************************

  Customer Answer

  Date: 08/29/2024

  [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:08/07/2024

  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.

  I had an account with Comcast in 2022. The bill kept going up so the account was closed. But they charge me for 2 months that I had no service. Now credit management l p is calling me and putting this on my credit report. The account is 2 years old . I don't know who keep updating the account likes it's new but the account is 2 years old. How can I be charged for service I didn't use

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:         ***** ********
                **********************************************************
                **********, ** 39733
  
                    Case Number:                           22105651
                Date of Notice:                 August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******** regarding Xfinity service.
  
  On August 14, 2024, I spoke with *********** regarding a collections notice. Our records indicate that on June 22, 2022, the account was placed in a soft disconnection for the past due balance reflected on the June 6, 2022, billing statement for services billed from April 10, 2022, through June 9, 2022. A payment was not received, and the account remained in a soft disconnection. In the interim, a billing statement was issued on July 6, 2022, which included past due balance for services billed from April 10, 2022, through July 9, 2022, and new charges billed from July 10, 2022, through August 9, 2022. After payment was not received, the account was disconnected for nonpayment on July 22, 2022.
  
  The disconnection generated a credit prorate for services billed from June 22, 2022, through August 9, 2022.The disconnection was reflected on the July 22, 2022, billing statement, which showed a balance due for services rendered through June 21, 2022, a late fee,and two unreturned equipment fees for Internet equipment and Flex streaming box. A payment was not received, and the balance was charged off to third party collections on August 6, 2022, which reflected on the August 7, 2022, billing statement.
  
  On October 31, 2022, the unreturned equipment was removed from the account and the associated charges were reversed reflected on the November 22, 2022, billing statement. The billing statement reflected a remaining balance for services rendered through June 21, 2022. Our records do not indicate that a payment has been received for the remaining balance. Please be advised that the account has been billed accurately. The request for compensation is not supported by the account history and is therefore respectfully denied. Proof of payment is required to clear the 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 ****** 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: 08/28/2024

  [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: 22105651
  
  I am rejecting this response because: services were disconnected in June of 2022. How can I be charged for service I never used. I will never use this company again. Taking advantage of people is an outrage. 
  
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/07/2024

  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.

  On 7/15/2024 I contacted Xfinity Support via Live Chat to address the fact that I had been charged a fee for "ordering" ******* (along with ESPN and Hulu). I informed the agent that I had not ordered ******* bundle and asked them to cancel it and remove it from my bill which was due in three weeks. The agent agreed to do so. The ******* bundle was canceled, but my bill remained the same. i contacted Xfinity on 7/19, 8/2, 8/5, and 8/6 to address the bill. All agents assured me the amount would be adjusted within 24 hours. On 8/5 and 8/6 the agent even gave me a confirmation number and said I would receive an email to confirm the change to the bill. I received nothing. I finally called and talked to a *** who said the bill could NOT be adjusted and did not understand why the other chat agents would tell me so. I wanted to cancel services, but am in a contract and would owe $ for breaking the contract.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *******************
              ***************
              ********, IN 46350
  
                 Case Number:                     22105437
              Date of Notice:             August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *******************, regarding Xfinity service.
  
  On August 14, 2024, I spoke with *********************** and confirmed on August 27, 2022, she signed up for ******* billed monthly. On August 29, 2022, ************** agreed to a 30-free trial for Hulu (ad-supported). Once the free trial ended, a monthly subscription fee was applied effective September 29, 2022. On October 30, 2022, ************** signed up for ****** Plus bundle including Hulu, *******, and ESPN+. Beginning October 12, 2023, ******* is increasing their monthly subscription price for the ******* Bundle Trio Legacy. Our records indicate that effective July *******, the ******* bundle subscription was cancelled as requested.
  
  A ******* bundle credit was applied to the account on March 28, 2024, March 30, 2024, April 1, 2024, April 4, 2024, and April 7, 2024. A credit was applied on April 9, 2024, April *******, and April 13, 2024. The adjustments are visible on the April 13, 2024,billing statement. A credit was issued on April 17, 2024, on April 21, 2024,and April 25, 2024. The adjustments are visible on the May 13, 2024, billing statement.
  
  On May 20, 2024, ************** accepted a 24-month term agreement for Fast Internet at a contracted price per month for 24 months. The term agreement is effective from May 20, 2024, through May 20, 2026. The contracted price will be effective until June 16, 2026. After the promotional period, standard pricing will apply. The agreement is subject to an early termination fee ***** if all Xfinity services are terminated, during the terms of the agreement. The ***** decreases monthly starting from the second month. **************** acceptance of these terms was captured via text message.
  
  The previous requests for credit were denied as the account does not reflect ************** was promised a credit. As a courtesy, on August 16, 2024, a credit was applied to the account,and it will be visible on the September 13, 2024, statement. I apologized for any inconvenience that may have been caused, while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 08/17/2024

  [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:08/07/2024

  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.

  Deceptive Practices and Failure to Honor Agreement by Comcast (Xfinity)On August 6, 2024, at 10:30 AM EST, I spoke with a Comcast (Xfinity) representative named ****, who assured me that my current channel lineup, including premium services such as HBO MAX and ******** would remain unchanged with the new package. I explicitly asked for confirmation after reviewing the agreement, as I did not see these services listed. **** reassured me verbatim, "Yes- NOTHING WILL CHANGE with your services."Despite this clear assurance, Xfinity is now refusing to honor this agreement. Instead, I am being told that I need to add these additional premium services for an extra charge, which is higher than my original plan of $293 (grandfathered). This misinformation and deceptive practice are unacceptable, especially considering I have been a lifelong subscriber and a Platinum member.Since then, I have repeatedly contacted Xfinity, and I keep getting the run-around with promises of a manager calling me within 24 hours to resolve the issue. However, no manager has contacted me, and I am continuously being subjected to attempts to upcharge and upsell me. Every representative provides different information, and when I ask for a supervisor or manager, none are ever available. My most recent attempt to resolve this issue was this morning, August 7, 2024, at 8:30 AM, but to no avail.I am simply requesting that Xfinity honor what was stated to me: to maintain my current channel lineup, including all premium services from my prior package, for 24 months at the agreed-upon rate of $256.92. I am not asking for anything extra or free, just what was promised to me. If the manager(s) would review the original recorded call (above), they would see that I was misled multiple times, and this issue could be quickly remedied.I appreciate your attention to this matter and look forward to a prompt resolution.

  Customer Answer

  Date: 08/07/2024

  
  Dear Better Business Bureau,
  
  I am writing to follow up on my recent complaint regarding my premium service issue, billing issue, package, and DVR storage with Comcast (Xfinity). I am pleased to report that the issue has been resolved to my satisfaction, thanks to the exceptional assistance provided by ***** B from Comcast's Executive Customer Relations department.
  ***** went above and beyond to address my concerns, and we were able to meet in the middle, finding a satisfactory resolution for both parties. Her professionalism, dedication, and willingness to listen made all the difference in resolving this matter. ***** is a true asset to Comcast, and I believe the company would greatly benefit from having more employees like her.
  Given the resolution of my issue and the outstanding service I received, I would like to formally close my complaint.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 08/26/2024

  
  August 26, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************
              Wheeling, WV 26003
  
                 Case Number:                      22105401
              Date of Notice:              August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Our records indicate ************ was scribed to a 24-month promotion for *************************** Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), Digital Preferred Tier, MGM+, Max, Paramount+ With Showtime, TMC, More Sports & Entertainment.,HD, Premium DVR, Gigabit + Internet, Unlimited Voice & ******* Standard HD Plan), which was sent to expire on September 30, 2024.
  
  On August 6, 2024, ************ changed his package and subscribed to a 24-month transitional promotion for ******************** Basic, Sports & News, Kids & Family, Entertainment, 50+ Additional Channels, Streampix, HD Programming,20 Hours of DVR), Gigabit Extra Internet, and Voice Unlimited. The promotional rates were effective from August 6, 2024 until August 31, 2025, and September 1, 2025, until August 31, 2026. On September 1, 2025, the standard retail rate would apply. Additional services, equipment, taxes, and fees are not included in the promotional rate and are subject to change.
  
  On August 7, 2024, I spoke with *********** regarding his concerns and explained the above information. I offered, and ************ accepted a 24-month promotion for Max, MGM+, and 150 hours of DVR, effective until August 31, 2024[2],and the Xfinity StreamSaver package[3]. ************ can cancel the StreamSaver package by visiting xfinity.com/support/articles/cancel-streaming or calling (800) XFINITY.
  
  On August 9, 2024, I applied a one-time credit for the billing experience. ************ will see the package changes and credit on the August 26, 2024 billing statement. Please be advised the billing on ************** account was accurate. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  
  
  [1] Grandfathered packages are ineligible to be added back to an account once they are removed.
  [2] The standard retail rate will apply on September 1, 2026.
  [3] At the monthly standard retail rate, which includes ******* Standard with Ads, ********* with ads, and Peacock Premium (with ads).