Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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:08/05/2024

  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.

  billing with comcast. they took away acp program . my bill is so high. we are on low income. we have just the basic limit , cable,internet land phone. the bill is over ****** there is no way Im going to pay this much to watch nothing. I've been paying ****** a month. fees etc. always tells me if I don't pay they will interrupt service and they are keeping me to change my service like ****** etc. I do howeve plan on going to roku and downgrade wi fi, internet land phone only , I think treating people this way is not fair , for low income ,welfare having a hard time paying. . I don't think comcas is being honest and didn't really cut out acp program ,just certain people. were on the snap program,

  Business Response

  Date: 08/15/2024

  
  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*****************************
  ************************
  ****************
  
  Case Number:22088068
  Date of Notice:August 7, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Service.
  
  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. 
  
  Upon receipt of this complaint, an investigation was performed. Records reflect ****************** subscribes to Connect Internet and ********* (which includes Limited Basic, Streampix, and HD) at a contractual discount and Voice Unlimited at its retail rate. The duration and pricing are as follows: The contract for Connect Internet and ********* is effective March 15, 2024, to March 15, 2025. The price of the Connect Internet and ********* is a promotional rate effective March 15, 2024 through March 31, 2025. Effective April 1, 2025, retail rates apply. The price of the Voice Unlimited is retail rates. Ancillary services, equipment, taxes, and fees are not included in the price and are subject to change. Records reflect this was accepted March 15, 2024. ****************** also receives a 3-product discount.
  
  On August 12, 2024, I spoke with ****************** to review the above and to discuss her concerns with her. During our conversation, she removed ******************** We discussed the option of downgrading to home phone and internet, but no other changes were made at this time. The request for compensation has been respectfully declined. I apologized for any inconvenience that may have been experienced while attempting to resolve this matter. 
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2024

  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 need to reset my password for the email account ************************************* Unable to call. The automated response is not working. This is causing major issues. Not happy

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
   
  Re: ***********************;
  ***************************************>Bear, DE 19701
  
  Case Number:22096499
  Date of Notice:August 6, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  On August 7, 2024, our technical support team was able to assist ****************** with resetting his email password and creating a recovery option for future use.
  
  On August 7, 2024, a credit was applied to the account. The credit will reflect on the August 19, 2024 billing statement.
  
  Should you have any questions or need additional information, please contact me at **************. 
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2024

  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.

  When I moved in my apt October 2023 i was informed that they currently have a contract with Xfinity and my internet would be billed through my rent. I would just have to reach out to Xfinity for a box. I did just that. November came around and I received a bill from Xfinity for internet services thinking thats how I would receive my actual statements I paid it. That continued to happen until January when i realized that I was also being charged by my complex for internet services. I informed Xfinity of the error and I was told to pay the bill and I wouldnt receive another. I paid the bill and February I was billed again. I contacted them and they said the same thing pay the bill and I wont be billed again. I did. The cycle continued until I refused to pay now Im being harassed about the past due bill. They have even went to extinct to tamper with my internet box so Ive been paying for internet through my complex but cant use it.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       ************************
              *****************************
              Apartment 2311
              *******, ** 30318
  
  Case Number:                     22096356
                 Date of Notice:             August 5, 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 9, 2024, I spoke with ************************ regarding her billing related concerns. Upon completion of an investigation, on September 29, 2023, ******************** established new service at **************************************************************** (account number ending in 1717). This is a bulk community that provides Fast Internet, and the Internet/Voice Equipment (modem). In addition to the bulk internet, ************************ added Gigabit speed tier plus NOW TV monthly. Customer approval was received by text message.
  
  On May 29, 2024, ******************** moved to Apartment number 1313, and the service was downgraded to just the bulk Fast internet and Internet/Voice Equipment that are provided by the community. However, a past due balance was transferred from the previous account ending in (1717) on May 30, 2024, to the current account for services rendered from March 30, 2024, through May 28, 2024. Due to failure to pay the bill, the account was disconnected for nonpayment on July 11, 2024. Additional non-payment disconnections took place on August 9, 2024, and on August *******.
  
  On August 9, 2024, to reach a mutually agreeable resolution a credit was applied towards the account as a one-time courtesy, and on August 13, 2024, an additional credit was applied towards the account to clear the balance. The billing adjustments will be visible on the August *******, billing statement. Service was restored effective August 13, 2024. 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:08/05/2024

  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 cancellation of my Comcast / Xfinity services on 6/21/24. Speaking with cust. serv. rep ********* he confirmed all services were "scheduled for disconnection" eff. 6/25/24. He did not provide a ref. # for the call, claiming "all calls are recorded" and conf. would be emailed, but did cite a "work order" #. (I never received an email.)On 6/24/24, I returned all equipment to the Xfinity store, receiving a receipt from *******. I then moved out of state.On 7/23/24, I was billed for services AFTER my account was cancelled. On 07/28/24, I contacted Comcast / Xfinity to ask why I had been charged for services after my acct was cancelled and equip returned. Using the chat, I spent 30 mins with an agent just to be told that my acct had not yet been totally cancelled, despite my request and equipment returned. He said the account was pending disconnection, even though I was not using/had no access to services. He said he could no longer help me, but would connect me to the dedicated team that could. He stated I would receive a phone call from them to address the issue. At the time of this post (8/5/24), I have received no call.On the same day, 7/28/24, I reached out to the phone-based cust. serv., speaking with **** (ID: @19). After more than 60 mins, there was no resolution. She first claimed the acct had not been closed. When I provided that calls agent name and work order #, the story changed. I was then told the acct was pending closure because my phone had not been ported over to new services. When I told her that had, in fact, happened more than one month earlier, she had no explanation why I was continuing to be charged. After more than one hour, the agent told me that she would call me back 100%, guaranteed by 7/31/24 to follow-up. I asked several times what to do if I did not receive follow-up, which she would not address. I have received no follow-up call; the issue remains unresolved.I am scheduled to be billed again next month.

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re: *************************
  CA  90277
  
  Case Number:              22096272
  Date of Notice:             August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On August 13, 2024, I spoke with ************** regarding his concern. It was explained that account disconnection was pending due to a port-out request from June 17, 2024. On August 7, 2024, the port-out request was completed and the account was closed with billing stopped effective June 25, 2024, as requested. The account has a credit balance and ************** can expect to receive a refund within four to six weeks to the last payment method on file. If a refund is unable to be issued to the last payment method on file, an email notification with instructions on how to redeem the refund digitally at xfinityrefunds.com is sent to the email address on file.  If there is no email address on file or no response to the email notification within 15 calendar days, a physical prepaid card is mailed to the address on file within seven to fifteen business days. 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: 08/18/2024

  The majority of the response accurately reflects my correspondence with their representative. However, during my last telephone conversation, I was informed that I would receive refund of overpayment within ***** business days, not the four to six weeks cited in their response to the BBB.

• Initial Complaint

  Date:08/05/2024

  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 told you. this is a rip off company. they gave their customers info/data to third party scammers and now the scammers are calling constantly because xfinity probably SOLD them our information and that's why they ignored citrix's direction to fix the vulnerability. folks have lost $MILLIONS.......... from these scammers. Xfinity has done nothing about it--won't even assist the customers to know whether they're talking to xfinity or some company they loan their phone number to an attempt to aid the scammers into profiteering illegally at their customers' expense and grief. they help the scammers./ they are one of the scammers. they probably got paid $milions for not fixing the issue like citrix told them to.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************************************
  
    Re:     ***********************
  ************************************************************>******, OR 97402
  
  File Number:                                       22096008
  Date of Notice:                                      August 5, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***********************.
  
  On October 10, 2023, Citrix announced a vulnerability in software used by Xfinity and thousands of other companies worldwide and issued a patch. Xfinity promptly patched the Citrix vulnerability within its systems. Xfinity further implemented additional mitigation guidance from Citrix, which Citrix released on October 23, 2023,after determining that its patch did not fully remediate the vulnerability.However, during a routine cybersecurity exercise on October 25 and 26, Xfinity discovered suspicious activity and subsequently determined that between October 16 and October 19, 2023, there was unauthorized access to its internal systems because of this vulnerability.
  
  Xfinity notified federal law enforcement and initiated an investigation into the nature and scope of the incident. On November 16, Xfinity determined that customer information was likely acquired. After additional review of the affected systems and data,Xfinity determined on December 6, 2023, that it had sufficient information regarding the customer information impacted to begin the process of preparing customer notices.
  
  ********************** has required customers to reset their passwords to protect affected accounts. In addition,Xfinity strongly recommends that customers enable two-factor or multi-factor authentication to secure their Xfinity account, as many ********************** customers already do. While ********************** advises customers not to re-use passwords across multiple accounts, the company is recommending that customers change passwords for other accounts for which they use the same username and password or security question. Xfinity routinely monitors customer accounts for indications of anomalous behavior and has found no indication of account compromise related to this incident.
  
  Once Xfinity understood the data involved, we worked quickly to notify our customers. Starting Monday,December 18, ********************** began providing notice to customers, through a national press release, information on our website, and commencing the process of emailing affected customers where ********************** has an email address on file. More information is available on the Xfinity website at; www.xfinity.com/dataincident. 
  Customers trust ********************** to protect their information, and the company takes this responsibility seriously.Xfinity remains committed to continued investment in technology, protocols and experts dedicated to helping to protect its customers.
  
  A ******************** ***************** Assurance technician attempted to contact *********************** to advise her of the aforementioned information. Unfortunately, all attempts to contact *********************** were unsuccessful.The technician left a message providing his contact information so that *********************** can contact him with any further questions or concerns.
  
  Sincerely,
  
  ***************** Assurance
  ************

• Initial Complaint

  Date:08/05/2024

  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 work from home, I missed going on two weeks of work now because xfinity states they dont have a tech until 8/8. My energy company stated Im in danger and xfinity needs to fix the line that is melting and can cause a fire at any second and they refuse to help they no showed for appointments. Dont care about customers safety or well being or the fact I have no internet and work from home and costing my job. I want to sue for negligence, and I want this repaired immediately

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************
              ***************************************
              **********,** 16652
  
                  Case Number:                      22095927
              Date of Notice:             August 5, 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, 2024, a service visit was scheduled during which time the replaced connectors, the ground block, and validated the drop is still good as well as clear of ingress. On August 8, 2024, I attempted to contact ************, with no success to verify that services are working correctly.
  
  Regarding an earlier appointment date, at the time of ************** scheduled appointment,she was provided with the earliest date available at that time, August 8, 2024.
  
  Regarding the safety concern, per our Technical Operations team, ************ had voltage on the cable lines and needs an electrician to investigate why there is voltage on the lines.
  
  A follow up visit was completed on August 17, 2024. Our Technical Operations team confirmed that melted wiring was found on both lines delivering services to the building. Electrical current found on both cable wires to the building measuring over 1 amp as a result, the lines were tagged to serve as a warning.Our Technical Operations team went a step further and involved our Maintenance team, who verified it is not a Comcast issue. The electrical issue is coming from the building.
  
  Our Technical Operations team advised that ************** Xfinity services are currently working. However, we cannot guarantee reliability, based on the electrical issue found, which also may pose a safety risk. Comcast highly recommends that ************/property owner get an electrician out to the home to re-evaluate the electrical issue and we would be more than willing to meet them on-site at a convenient time for all parties in order to bring this to a safe and swift conclusion.
  
  A courtesy credit was applied to the account on August 1, 2024. This credit appeared on the August 1, 2024 billing statement. A courtesy credit was applied to the account on August 2, 2024. Another courtesy credit was applied to the account on August 5, 2024. These credits will reflect on the September 1, 2024, billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** will provide your office with the information required to resolve this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** C
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/05/2024

  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 have been a Comcast customer since 2003 at different residence locations. I had an account last year that was under a 12 month contract, so they make you sign an early termination fee agreement. They promise you on the phone they will remove the fee. If you never pay it, you can never get service with them again. In the state/area you live in, they are running an illegal monopoly, where no other ISPs can come into that territory and provide internet service. I paid them their $140. I want a refund of these fees, or a billing adjustment of these fees. After 9 months of living in my new house, I lost my job and my house went into foreclosure. I moved to another location that already had everything bundled in one charge, rent, water, electric, internet, cable TV, etc. When I have been calling these people and explaining for months and months, they have no compassion and won't budge on their fee. Why is that? Because they are greedy, and they are losing customers and money left and right. So they stick it to the rest of us who are still customers. They milk us for every ***** we earn and every ***** we have. They have no courtesy. I don't believe them when they say they have never waived a fee for a customer before. I bet you if ***************** was their rich customer, they would waive fees left and right for him without blinking an eye. I want a refund for my fees. I am on a fixed income and can't afford food and medicine and cell phone and internet. They need to refund my fee payment. I will not be closing this complaint until I receive a refund of my fees paid.

  Business Response

  Date: 08/13/2024

  
  August 13,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ***********************************************************************************************
  
                  Case Number:                      22095815
              Date of Notice:             August 5, 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 6, 2024, I comminicated with *************** via email regarding the early termination fee concern. **************** replied and advised that she did not desire further communication on the issue. Our records indicate that **************** was subscribed to a 24-month agreement for the package, which began on December 30, 2022, and expected to end on December 30,2024.
  
  We complied with a request made by **************** to end the 24-month agreement on September 15, 2023. As a result, the early termination fee applied to the account is valid. We were unable to support claims the early termination fee would be removed. On August 5, 2024, a payment for the early termination fee was made to the account. The payment will be reflected on the August 16, 2024, 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,
  
  
  Niles H.
  Executive Customer Relations

• Initial Complaint

  Date:08/05/2024

  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.

  The current amount Xfinity is charging me is $274.09. I renewed my contract with the understanding that I would be paying $35/month for one year, and with autopay, this would be reduced to $25/month. I have included screenshots confirming this agreement with an Xfinity live agent during a chat. The Chat ID is displayed in the screenshots to showcase the entire conversation.On July 2nd, I disputed an unauthorized charge of $161.44 with my Golden 1 ****************** which credited the amount back to me. However, Xfinity added this $161.44 to my next billing statement, leading to the current total of $274.09. The remaining charges are unadjusted internet fees. My previous plan was $80/month. I was promised that if I signed up for a $35/month, one-year contract, any balance I owed would be eliminated, and I could start with my new balance of $35/month ($25/month with autopay).I have reached out multiple times to dispute the $161.44 charge after this promise was confirmed to me via chat (Chat ID attached in the screenshot). Each time, I was assured that my balance would be adjusted to $35/month, and I would not have to worry about any additional charges. Despite being told to wait 24 to 48 hours, or just a few hours (as shown in the screenshot), no adjustment has been made.As a result, Xfinity has canceled my internet service. I am now without internet, which is critical as I am expected to work from home. It is neither justified nor legal for Xfinity to fail to honor their verbal agreement with me and expect me to pay $274.09. I can only pay the agreed-upon $35/month, as this was clearly promised to **** am reaching out to the BBB for help in adjusting my bill and ensuring Xfinity honors their promise of removing all unauthorized charges and continuing my service at the agreed $35/month rate. Your assistance in resolving this issue is greatly appreciated.Thank you for your attention to this matter.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************
              ******************************
              **********, CA 95823
  
                Case Number:                    22095791
              Date of Notice:             August 5, 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 5, 2024, and August 6, 2024, I spoke with ************ regarding a billing explanation. Our records indicate that on October 17, 2023, ************ consented to a 12-month contract for Fast Internet. This contract was effective on October 17, 2023, and was set to expire on October 17, 2024. The contract discount was effective on October 17, 2023, and was set to expire on November 1, 2024. Additional discounts, services, equipment charges, taxes, and fees are not included in this promotion.
  
  Our records indicate that an automatic payment was processed on May 23, 2024. On May 27, 2024, a statement was generated for services,creating a balance due. On June 8, 2024, the payment from May 23, 2024, was returned for insufficient funds. On June 8, 2024, ************ was charged a one-time Electronic Funds Transfer return fee, increasing the balance due. On June 19, 2024, ************ was charged a one-time late fee. On June 23, 2024, an automatic payment was processed on the account, leaving a remaining balance on the account. On June 27, 2024, a statement was generated for services,increasing the balance due.
  
  On July 1, 2024, ************ consented to a new 12-month contract for Connect Internet. This contract was effective on July 1, 2024, and will expire on July 1, 2025. The contract discount was effective on July 1,2024, and will expire on July 2, 2025, at which time, the package will roll to a second-year promotional rate until July 1, 2026, at which time, retail rates will begin to be applied. Additional discounts, services, equipment charges,taxes, and fees are not included in this promotion.
  
  On July 1, 2024, the pro-rated adjustments for the change in services from July 1, 2024, through August 1, 2024, were posted to the account, lowering the balance due. On July 5, 2024, ************ was provided a one-time courtesy credit. This credit was seen on the statement that was generated on July 27, 2024. On July 11, 2024, the payment from June 23, 2024, was returned. On July 12, 2024, ************ was charged a one-time Payment Return Fee,increasing the balance due. On July 27, 2024, a statement was generated for services, increasing the balance due.
  
  Due to not receiving a successful payment from *********** for services since April 23, 2024, Mr. ***** services were disconnected on August 2, 2024, for non-payment.
  
  On August 6, 2023, I provided a one-time courtesy credit. This credit will be seen on the statement that will be generated on August 27, 2024. On August 6, 2024, ************ was advised that he is eligible for a 12-month installment plan for his remaining past due balance, and he was provided instructions on how to enroll in this. On August 6, 2024, ************ enrolled in the 12-month installment plan and made a one-time payment. Due to successfully applying for the installment plan, Mr. ***** services were restored on August 6, 2024.
  
  On August 7, 2024, the remaining past due balance was enrolled in a 12-month installment plan. On August 7, 2024, ************ was advised of the monthly installment plan amount for 12-months will be added to his normal billing amount.
  
  Please be advised the billing on this account is accurate. 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,
  
  
  ****************
  Comcast | Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2024

  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.

  Xfinity scammed me.They told about a promo if I left **** and port my ATT mobile number ************ to Xfinity Mobile, and down grade my internet from 500 to 100, XFINITY would put me on an ESSENTIAL PLUS for $29.95, send me. **** card and for the next 12 months, mobile will be free. Today, I went to the Xfinity store, was assigned an employee named ********. I explained to her about the offered that was given to me, and she proceeded to port over my number from ATT TO XFINITY MOBILE. DURING THE TRANSFER, she got rude with me when I asked her do transfers normally take this long? And, she became defensive. I told her that her demeanor was uncalled for. Then, after the transfer, she calls over a manager, not before to have ************************ research the promo. What a scammersAfter they had me downgrade from 500 to 100, and was told to go in person with the mailed SIM card, they ABRUPTLY TOLD ME THE PROMOTION WILL NOT BE ADDED TO MY ACCOUNT. SOMEBODY OVER AT XFINITY BETTER RECTIFY AND HONOR THEIR PROMISED AND START HIRING RESPECTFUL EMPLOYEES. THIS IN PERSON STORE HAVE MANY RUDE EMPLOYEES, and ******** was malicious by knowingly what she was doing just for a commission to than call this ***** over after porting over my number. If ******** was competent enough; her job was to clarify her doubts, but waited towards the end, and as a consumer, a GOLD MEMBER with them to be scammed is unacceptable. The slap on the wrist/face they gave me before I left the store:Heres your account number ********** and pin number ****** and youre welcome to go back to ATT or whomever. ************************ last words. Humiliation at best.

  Customer Answer

  Date: 08/08/2024

  Latest Update

  Phone Calls:
  At 1:17 pm, Xfinity awoke me from my nap. 

  At 1:21 pm thru 1:38 pm, I tried returning their call [*******) and to no avail. 
  

  Emails:
  

  At 1:20 pm, ****** sent me an email that she tried calling me, and, its now 2:00 pm, and I havent gotten any replies from missing her 4 minute lapses call nor emails.  45 minutes in total  

  Back to the waiting game since August 5th, 2024  

   

  Customer Answer

  Date: 08/13/2024

  Oh My Lord

  Talking about excellency, and/or professionalism, (and, Im not only referring to this credit ******, from executive offices has honored and applied), but last week in the midst of all my desperation to get my truth out, in the pouring rain ???, ****** remained poised, understanding, extremely empathetic, super calm, like this feather ?? weight calmness about her. She validated my concerns, meaning, she made me feel, without reservation/ hesitation that I was providing her truth. She was in my corner from the start without having to prove myself, but I kept at it until it was out of my system  
  

  Basically what Im trying on saying, ****** took great pride & passion on assisting me via phone, ?? via emails, with great follow **** and gave me the weekend to process things and gave me her word for an immediate resolution for Monday, but last week ****** had offered the credit and resolution. She was quick and ready, I just needed time if I wanted phone services between ATT or them, and I thought I give Xfinity Mobile a fresh start, and ****** WITHOUT PRESSURE, gave me the weekend to sleep on it  
  

  Im blown away with her respect towards consumers, myself, but something so precious and unique was the calmness she displayed during my storm on explaining my truth, that can be verified via their calls monitoring for quality assurance. 
  

  Job well done from both end; ****** of Xfinity Mobile, and the one and only, The Better Business Bureau for always being my liaison, and I will always stay true to myself on my impeccable credibility, something I pride myself with for LIFE . THANK YOU ?? *****, 2. 
  

  ******, would be great for a CEO spot with Xfinity Mobile. Theres no manual on respect for a consumer ~ shes the great author, though. This world ?? would be a better place with her gentleness & kindness. 

• Initial Complaint

  Date:08/05/2024

  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.

  Xfinity MobileMy Account Your bill is available to view online Your Jul 02 - Aug 01 billing cycle has ended. Your bill statement is $-53.16 and will automatically be charged to your **** on file on Aug 22.You can also view your bill and pay early by downloading and signing into the Xfinity app.We're enhancing our network services, and as a result, C-Band and ******************* (indicated by 5G+ on your device) will now count towards your cellular data usage threshold. View your bill

  Business Response

  Date: 08/23/2024

  August 23, 2024

  Better Business Bureau 
  ***********************************************************************************************************;
  **********************
  
  

  Re:***********************
  *******************************************************************;
  *****************-9456
  
  BBB File Number:22095192             

  Date of Notice:August 5, 2024
  
  
  Dear *** or Madam:

  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.

  
  On August 8, 2024, ******************* email address, ********************************* was placed on the Comcast Do Not Email List. This will stop future marketing and sales emails to **************.
  Regarding the email bill, as described in the Xfinity Mobile Customer Agreement, ********************** does not send paper copies of bills. Instead, billing notices are sent monthly via email. If ************** would like to remove her email address from her account and therefore stop receiving any email communications from Xfinity Mobile, she can do so by managing her preferences through the My Account site.
  

  I am providing my contact information, should there be additional questions or concerns. 
  

  Sincerely,
  
  **********************
  Regulatory Compliance Team
  **************
  

  
  

  Customer Answer

  Date: 09/03/2024

  This issue is not resolved. I received another email 2 Sept 2024, stating $53.16 will be removed from my bank on 22 Sept. 2024/Xfinity Mobile. I have been told four times I will not see the emails again. So, the query is closed. I am waiting for the social worker to print out the copy of the email.  Unbelievable. This software is elder abusing me. When I get the copy of the email, I will find out who is in charge of justice for this sector phone sector and proceed. 

  -***********************