Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been a customer with ********************** for 6 years. I had to cancel my services due to moving in with a significant other who already has xfinity. I paid a bill on June 24th in the ammount of $80.41 (this bill was due on June 18th, but it was late). Per this statement this bill and this payment was for services June23rd - July 22nd. I cancelled my xfinity services in-store since NO one on line could or would help me. They were demanding that i paid extra money through **** August. I went in to a location and cancelled my services and returned the router. I got a call today from what I suspected was a scam caller with xfinity. I re-downloaded the app and logged in. There is a charge of $95.92 no my account. One is for a late fee $25.00 another is for an early termination fee $70 and another is for a balance brought forward of $25.92. There should be NO early termination fee, as this was not disclosed to me in ANY of my conversations with xfinity, On-line chat, over telephone coversations and in person at the store. My account had been paid for services up until July 22nd and services were cancelled on July 2nd - so I should have been refunded.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
              , CO 80113
  
                 Case Number:                     22094987
              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.
  
  Iattempted to contact ******************** several times to discuss all concerns. While my attempts were unsuccessful,our records indicate on January 20, 2024, ******************** subscribed to a 12-month promotion with a term agreement for Superfast Internet. The promotional rate was effective until January 22, 2025, and the term agreement would expire on January 20, 2025. ******************** also subscribed to a 12-month promotion for xFi Complete. ******************** approved these services via e-mail when placing the order online. Additionally, an e-mail was sent detailing the services and term agreement.
  
  The last payment we received was on June 14, 2024, for the service period of May 23, 2024, until June 22, 2024. On June 18, 2024, a billing statement generated for the service period from June 23, 2024 until July 22, 2024, which was due on July 13, 2024.
  
  On July 2, 2024, we complied with Ms. ********* request to disconnect the service when she returned the leased equipment. Prorated credits applied for the services billed from July 2, 2024 until July 22, 2024, leaving a remaining balance due for services billed until July 2, 2024. Since ******************** was still under a term agreement, an early termination fee was applied on July 3, 2024. Please be advised the billing on Ms. ********* account is accurate and I will need to speak with her directly to address her concerns. I apologize 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

  Customer Answer

  Date: 08/21/2024

  [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: 22094987
  
  I am rejecting this response because:

   

  I tried to call back ***** and he never answered the phone. I even emailed him back to which I got NO response. 
  

  NONE of this early termination fee was disclosed to me over the phone , over chat NOR when I went in to the office in person. 
  there should be a 0 balance  

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

  
  

  Customer Answer

  Date: 09/10/2024

  There has been NO attempted contact from this company OR RESPONSE to my email or even attempted to call me back. Then they sent me to collections. This needs to be dropped! 
  

  they added on fees that were never communicated to me in store or on the phone, the reason I had to cancel was I moved in with my partner who has Xfinity! 

  Customer Answer

  Date: 09/10/2024

  There has been NO attempted contact from this company OR RESPONSE to my email or even attempted to call me back. Then they sent me to collections. This needs to be dropped! 
  

  they added on fees that were never communicated to me in store or on the phone, the reason I had to cancel was I moved in with my partner who has Xfinity! 

  Customer Answer

  Date: 09/11/2024

  So they can fraudulently add charges to the account, attempt to make bare to none contact then just send it to collections for charges that are not substantiated ?

• 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.

  The end of June (I believe 6/25/24 but am not sure) I spoke with an agent online to order service for mobile and internet for an apartment I'd be moving to the end of July. That agent told me I could have the equipment shipped out the end of July and that my service would start at that time.The following day, I received 2 shipping alerts from ***** telling me that Comcast was sending me packages. I reviewed the details and contacted Comcast to ask them to cancel the shipment. The first representative with whom I spoke told me nothing had actually shipped out and the message was automatically generated, but the equipment did, in fact, ship to my future address a month early. I made multiple attempts to cancel this shipment with no success.I had 11 conversations with Comcast ***** and there are many details, but the short of it is this: the last week of June, I was told ELEVEN different stories by ELEVEN different Comcast representatives. Because of this, my trust for them faded, and I cancelled my order (having to pretend I wanted to order service so I could actually speak with a human to close my account).Everything was cancelled - I never received any equipment, I never began my service.On 8/3, I received a $31.30 bill for service from 7/2-8/1 - service I never had. This bill is on autopay, and there is no way to remove my card from the account. I spoke with ******************** customer service for 2 hours today. The first rep I spoke with told me the bill was accurate and refused to credit my account. I then spoke with a supervisor who offered to credit my account, but then said he could not because my account was marked as closed so he was unable to do anything about it.I am enraged that I am being billed for service I NEVER STARTED on equipment I NEVER RECEIVED. I want Comcast to give me something in writing telling me this bill was generated in error, and I want to be completely removed from their system to prevent anything like this from happening again.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
              ***********************************************
              *******, GA *****
  
              Case Number:                      22094831
              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 14, 2024, I spoke with ****************** regarding his concerns. Our records indicate on June 25, 2024, ****************** purchased a ****** Pixel 8A, IMEI ending 6062. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame.If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ******************************* did not satisfy the promotional requirements because the device was returned as undelivered to the above service address after multiple delivery attempts. The device was delivered to the Xfinity Mobile warehouse on July 5, 2024, and graded as A-Stock, no trouble found.
  
  On July 5, 2024, a refund was processed to the payment method on file. On August 14, 2024, ****************** confirmed receiving the funds.
  
  On August 14, 2024, as a courtesy, a credit was applied to the billing cycle ending August 1, 2024. This credit brought the account to a $0.00 balance. On August 14, 2024, I removed the payment method from the mobile account and confirmed the account in closed status. 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,
  
  
  ********************
  Xfinity Mobile Executive Resolutions

• 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.

  Xfinity charged me for data that I did not use on my cell phone.Phone number ************ July 1 overcharged $50.27 July 31 overcharged $30.19 Total overcharge $80.46

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***********************
  9023 ******* Street 
  Apartment 94
  *****************
  
  Case Number:22094736
  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.
  
  I spoke to **** ***** on Augugst 6, 2024 to discuss his concern. Our records reflect the phone number ending in ***** associated with ******* Galaxy A53 was enrolled in the 1GB by the gig data plan for a monthly rate and for every GB used after the initial one is an additional fee. The billing statement issued on June 11, 2024, included additional data charges (used 3.7GB, overage of 2.7GB). The billing statement issued on July 11, 2024, included additional data charges (used 2.9GB, overage of 1.9GB). Based on the account records the line has utilized data averaging 2 or 3 GB a month since service activation on January 11, 2023. 
  
  On August 4, 2024, Xfinity Mobile specialist processed a courtesy refund for data charges. This was back to the card on file and be available within 3-5 business days depending on the financial institution. 
  
  During our interaction on August 6, 2024, I reviewed the above information and advised the additional refund request was denied due to it not being warranted. I offered to apply a one-time credit, but ************** declined. Additionally, during our interaction on ************** requested to speak with a supervisor. On August 8 and 10, 2024, a Xfinity Mobile supervisor attempted to contact ************** via phone (and to confirm refund was received), without success.
  
  Then, on August 11, 2024, ************** received a courtesy credit that will reflect on the August 11-September 10, 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 Resolutions

  Customer Answer

  Date: 08/28/2024

  My original inquiry went to a call center in ******  I could barely communicate with the *** because of the poor reception and their heavy accent. My impression was they were reading from a computer screen and did not care at all about my billing issues.

  ********************** was outright rude and disrespectful.  She contradicted me 5 times during a 5 minute conversation.   Taking a belligerent attitude, that's a novel way of customer service.

  There was only a partial credit issued.

  No documentation was ever provided that the additional data was used.

  I will be switching to Mint Mobile or some other carrier until Xfinity chooses to provide better service.
  

   

   

   

• 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.

  Last year I extended my Comcast/Xfinity service by signing a two year agreement for internet and xfinity streaming for $162 a month. Within 3 months Comcast raised the price to $166 a month. Then on May 1 this year Comcast stopped carrying the Bally Sports networks. I am a Braves fan and watched the Braves on these channels and that was a primary reason I chose xfinity streaming. I received an $8 credit for **** June and July. Comcast has now added back Bally Sports but only with a higher priced tier than I currently have. The only way for me to get Braves games again is to pay for the higher priced tier. I read online that Comcast is offering a 3 month trial at no additional cost of the higher priced tier but I would then have to pay the higher price. What I want is for Comcast to honor the contract that I originally signed up for at $162 a month which included Bally Sports that I originally had with that contract. After researching online, it seems these years long contracts with Comcast does not protect the consumer from much of anything, it only protects Comcast. I only want what is fair. I agreed to a two year contract at $162 a month with Bally Sports included. Comcast should honor that agreement.

  Customer Answer

  Date: 08/09/2024

  This case can be closed. Not because the issue was resolved, but because I give up. Comcast reached out to me directly via email. I want to be very clear about my complaint after communication with Comcast. Last year I agreed to a two-year Xfinity streaming plan for a specific set of channels at a locked in price. According to Comcast, the fine print legalese in these agreements states they can raise the locked in rate/cost (which they did to me) and they can modify/remove any channels in any package (which they also did to me). So I am now left with a streaming service package that no longer has the primary channels I agreed to and signed up for. I no longer want it. These multi-year locked in packages that Comcast pushes offer no consumer protection whatsoever. They only protect Comcast. Comcast is free to make any changes they want to a plan that was agreed to and the consumer has no recourse. So I will drop Xfinity streaming when the contract runs out next year and move on. The Comcast person who reached out to me actually tried to get me to upgrade to a more expensive package tier that includes the channels I previously had. I will not pay more to get channels I already had in the package I originally agreed to with Comcast. At a minimum this practice is unethical regardless of any fine print and in my opinion should be illegal. If they change the package I signed up for I should have an option to exit/cancel the plan. But I am locked in for two years. While I am at it, shame on the BBB for giving Comcast an A+ rating. Customer reviews give ******************** a 1 out of 5 stars grade on the same screen the BBB gives them an A+. How the BBB can read all the complaints from paying customers and give ******************** an A+ is beyond me. Yes, I did read the details of how the BBB determines their ratings so I dont need it explained to me. It doesnt mean its right. Meanwhile consumers just have to deal with it.

• 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 was enrolled in the *************** Program where the government allotted 30 dollars monthly to pay for internet service in my home. The plan ended I'm April of this year. We were told to contact our internet providers for alternatives. I contacted Comcast/xfinity to get a new plan. I was assured I would be put into a new plan for 9.99 a month. I then started receiving bills saying I owed ****** I called them in May for this to be resolved. It was not. I called back in July 1st and spoke with *** who went through the account, found the discrepancies and assured me the past balanced would be resolved and my new bill and balance would be 9.99 monthly. I continued receiving notifications of a ****** balance of which ***** is past due. *** put in a ticket on July 1st for a credit of ***** which would have left me a balance to pay of ***** on August 10th. I waited. NO CREDIT. I called July 30th spoke with ****** who informed me the credit was never processed. She then put in another ticket for the same amount. SHE told me it would be credited and I owed nothing but the ***** August 10th. I then start receiving collection calls on July 31st to get payment. I informed them of the ticket number and the previous calls. The agent saw the ticket and once again assured me that my services would not be interrupted while waiting for the credit. THEY LIE. My services were interrupted on August 3rd as the notice stated. I called 5 times and spoke with 5 different agents today August 4th only to be told the interruption can not be reversed until I pay which can take a week. Mind you the ticket started July 1st 33 days ago. They refused to escalate the call and restore my service. I want my credit and my service back on.

  Business Response

  Date: 08/20/2024

  
  August 20, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:***********************
  ******************************************************************************************
  
  Case Number:  22094702
  Date of Notice:August 5, 2024
   
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ***************************.
  
  The federal government?announced that April 2024 was the last month it would fully fund the Affordable Connectivity Program (***).  Although April 2024 was the last fully funded month for ***, partial funding has been made available for participants in May 2024. Additionally, Xfinity provided customers who were already enrolled in *** with Xfinity as of May 1, 2024, with a partial credit of up to $14 (up to $35 in Tribal lands) towards their ***-eligible service for the last month of the program. 
  
  ************ was subscribed to Comcasts Internet Essentials ************,  and she was enrolled in *** with Xfinity. ************ was receiving a monthly *** credit toward her billing until she transferred her *** benefit to another service provider on March 27, 2024. Because ************ transferred her benefit to another service provider, she was unenrolled from *** with Xfinity, and the *** credit that had been applied to her Xfinity account on March 4, 2024, was reversed. These transactions are reflected on ************** April 6, 2024 billing statement. Because ************ has not otherwise made any payments on her account to date, she incurred a late fee and maintains a past-due balance.
  
  Regarding ************** reference to a new plan, on May 28, 2024, she changed her service from Internet Essentials Plus to Internet Essentials at a lower monthly rate. A pro-rated credit for unused Internet Essentials ************ and a pro-rated charge for Internet Essentials service for the May 28 to June 9, 2024 service period are reflected on her June 6, 2024 billing statement. 
  
  On July 1, 2024, ************ inquired about her billing and received the above information. A courtesy credit was applied to offset the late fee ************ incurred, plus an additional courtesy. This courtesy credit is reflected on her July 6, 2024 billing statement. The courtesy credit did not satisfy ************** past due balance in full, nor did it cover her regular monthly billing for the July 10 to August 9, 2024 billing period. Because ************ continued to maintain a past-due balance, her services were interrupted for non-payment on August 3, 2024. 
  
  On August 6, 2024, I provided ************ with the above information and the amount of her past-due balance. A courtesy credit was applied to the account, which was sufficient to restore ************** service, but it did not satisfy her past-due balance in full. This credit is reflected on ************** August 6, 2024 billing statement. ************ should satisfy her past-due balance in full and pay her regular monthly billing by the due date, which falls on the 3rd day of each month, to avoid late fees and service interruptions for non-payment.
  
  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:Delivery 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.

  Roughly 3 weeks ago, I signed up for Xfinity internet and mobile services. I installed the internet service, but did not yet activate the mobile line as I still needed to unlock my device from a previous carrier. Last week, I noticed an advertisement where, with an eligible trade-in, the customer gets an iPhone 15 for $20/month and an unlimited line for $20/month. My current plan was already unlimited for the same price, but the upgrade was enticing. I spoke with Xfinity's online chat service, who said that I did not qualify as an existing customer, but that I could cancel the line and get a new one to qualify. This agent did not know any info about fees associated with cancelling. I then called to speak to a live agent, who told me that since I had not yet activated the line, all I needed to do was activate the line and I would qualify and could keep my number. The day after that call, I activated the line yet still did not see I qualified for the offer. I called again, and this agent said that since I activated the line, I could not keep the same number if I upgraded. Obviously this was contradictory, so I arranged a callback. This, now 4th, agent, arranged to place this order over the phone. He told me that I could keep my line, upgrade to the new device with the trade-in credit, and keep the same number. The order was placed, yet after ID verification I never received order confirmation. Today, I spoke with the 5th agent, who told me the order was cancelled, and yet again told me I could not keep my number with the device upgrade and that it requires a new line. Through 5 agents, 2 said I could do what I wanted, and 3 said the opposite. This is absolutely ridiculous and a product of Comcast's outsourcing and poor training. I want Xfinity to first abide by the deal I was offered twice, and second apologize for the ordeal I was put through due to their poor training. UPDATE: When chatting with this final agent, he disconnected in the middle of our chat. Unreal.

  Business Response

  Date: 08/23/2024

  
  August 23, 2024
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       *************************
              *****************
  *****************
  
                 Case Number:                     22094563
              Date of Notice:             August 5, 2024
  
  To BBB of ******************* & ********************:
  
  This letter is in response to the above-referenced complaint submitted the Better Business Bureau, by *************************.
  
  On July 12, 2024,****************** purchased service for a customer-owned device. On July 21, ******** line of service was semi-activated. On August 3, 2024; the mobile number ending in 6786, ported to Xfinity Mobile.
  
  On August 3, 2024, an order was placed for an iPhone 15, but the order was subsequently cancelled.
  On August 5, 2024, ************************* purchased another iPhone 15. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  The trade-in device is still in transit. ****************** is still within the ***** period of the promotion being honored for this line.
  
  Upon receipt of the complaint, I attempted to contact ************************* and explain the above information, but my attempts were unsuccessful.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  Customer name: ***************** account number is ****************, ********************** Account # ************* attracts customers with low prices with deception.(this is a clever fraud if I dont compliant, once the customer has a high bill and call customer service he will be in big trouble in case ) in Xfinity promotion monthly paid $47 for one mobile line ************* with new iphone13 max pro, I paid more than $1128 ($47 x 24 months) and I need to dispute this over charged and get money back. I participated in the two-year mobile phone purchase program and paid $47 a month and I fullfilled my two-year contract. Unfortunately, xfinity generated high bills 2024 March, ****** **** June, and July for me in the some months of two-year and I have called lot of service call to cancel but invalid. (my mobile data usage didn't exceed 1GB and I was overcharged up to $109 on Dec16 during 2022 to 2024 FEB and I disputed overcharged) I have questions. The customer service refused to pay with unprofessional. I kept calling the customer service, but these customer service staff are from the *********** and ******The attitude is so bad, it feels like the Xfinity(Comcast) wants them to bargain with customers like this and not cancel the service with malicious intent over 10 calls. They tried their best to wear down my energy and patience, but they still couldn't solve the problem. When I went to the store in person, I was still refused by the clerk and told me to call the bill ************* The non-American customer service staff answered the question incorrectly. Xfinity delayed the billing issue and the money kept ***********. This was a trap set by Xfinity that is a scammer because it don't want to stop the service regardless of the customer reject it or not by sending the high bills.(it takes advantage of human weakness to charge extra fee more than $500 ) Hope you can help I personally suggest that I pay off the bills $1124 for two year contract.

  XFINITY IS A SCAM.Suspected of using foreign customer service employees to commit fraud in USA. The government needs to crack down on this sort of thing. The government needs to crack down on this sort of thing.This is an unexpected debt problem arising from the expiration of my two-year contract. It is entirely my fault that the customer service staff are unprofessional or malicious in not listening to the customer's problems. My month payment [iphone device charge $29.17 per month, total 24 months =$700; data charges $15, Tax $3.98] from FEB 2022 to FEB 2024, need to compensate Poor CX - Employee Misinformation/Error, like Jun 27 - Jul 26 $38.15 ,I'm asking that can I pay $38.15 x 12 month to Xfinity in total?

  Business Response

  Date: 08/29/2024

  
  August 29, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*****************
  ****************
  ******************
  
  Case Number:22083775
  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 January 25, 2022, ************ purchased an iPhone 13 Pro Max (mobile number ending in 8719). At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ************ satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines. The last payment for the device was in the December 28, 2023, statement. ************ was billed and charged as intended for the device.
  
  ************ was billed for the March 27, 2024, through July 27, 2024, billing statements. On June 16, 2024, a payment for the full past due balance was processed on the account. On June 20, 2024, ************ disputed the payment. As a result of the dispute, on June 23, 2024, he was rebilled for that amount.
  
  On February 7, 2024, ************ added an iPhone 13 Pro Max, with mobile number ending in 1562, and an iPhone XS, with mobile number ending in 3634, to his account. Only the ********************** number ending in 3634 transferred successfully. The mobile number ending in 1562 did not transfer successfully. On August 23, 2024, I placed a credit on the account to remove the outstanding balance due on the account. That day, I sent ************ an email explaining this information.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 10/23/2024

  Thank you very much and fixed my problems by BBB compliant , Comcast finally used its conscience to face the problem. The case can be closed!

   

  Customer Answer

  Date: 10/23/2024

  Thanks so much for BBB helped me to fix the problem and it can be closed!

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had ongoing issues since my Xfinity alarm was installed in 7 months ago , I ve had to have them come out at least once a month. Not to mention the constant incorrect billing From charges to equipment was never installed to saying for 24/7 recording that even executive office has addressed to their supposed engineers and stated would be working two weeks ago . I e been charged for it but cannot use it. I have never had full use of my system at one time. I've been woken up with false alarms triggered. Missing window installments again charged. Faulty sensors, mischarged for their tech issues to come out and sat on phone for hours at this point id like to be refunded the entire amount I've paid since January, since I e never had full use of what I purchased and go to another alarm system . My most recent encounter with ******* from executive office was a complete disaster. He doesn't respond or do anything stated . I've asked for someone else above him to call and just went ignored.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************
  *********************************************;
  ***********************
  
  Case Number:22094191
  Date of Notice:August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal complaint submitted to the H33373**635**3**13639H by ******************* regarding H313131393**030**3137H service.   
  
  On August 7, 2024, I spoke with **************, who requested a credit for two months of H313131393**030**3137H Home recordings she did not have for her cameras. I apologized to ************** for the experience and applied a credit for two months of recordings as requested. ************** stated she was not satisfied and wanted a refund of the entire system and requested to speak with a manager. On August 8, 2024, H313131393**030**3137H Home supervisor ******************* spoke with ************** and stated that no additional credits are warranted. According to our records, the H313131393**030**3137H Home system shows online with no troubles on August 13, 2024. 
  
  I apologize for any inconvenience that 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,
  
  
  **************
  H313131393**030**3137H Home *** Technician 
  
  

  H313131393**030**3137H Home Licenses: AL: ******, ******; AR: ******; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190, LVU406354; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME: LM50017039; MI: **********; MN: TS674412; *** ********; NC: 2335-CSA; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; **: licensed by the ***************** of State ***********; OH: LIC# **-89-1732; OR: CCB ******; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571; UT: 8226921-6501; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211. Valid 3/1/24. See www.H3933**303731333**5H.com/home-security for current list.

• 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.

  Hello,My Comcast internet bill has always been $65, unfortunatetly the promotion ended and it almost doubled to $120. I called comcast and downgraded service and got it back down to $90 but for half the speed so paying more money for slower unreliable speeds. If you check my comcast account lastest escalation ticket ESL04892340 i always have issues with service and sometimes lose it for days. The last month or two has been so bad ive had 2 or 3 technician visits. I had to purchase a mobile hotspot device and then sign up for storm ready backup cellular service. If the service was reliable it woudlnt be so bad but paying alot of money for a unreliable slow service is unacceptable. i would like my bill to be reduced please? Thanks

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************
  ********************
  ************************
  
  Case Number:22093953
  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 *************************, an authorized user on the account regarding ********************** service.
  
  I attempted to contact **************** several times to discuss the concern. Unfortunately, my attempts were unsuccessful. Our records indicate that on August 5, 2024, **************** accepted a 12-month promotion for Gigabit Internet at a promotional rate with xFi Complete at no additional charge. The account also receives a self-service discount due to enrollment both in automatic payment and paperless billing. 
  
  Additionally, the account us subscribed to *********** which is provided by the community. The account was previously subscribed to a promotion for Gigabit Extra with xFi Complete at no additional charge which would end on August 28, 2024. I confirmed the account is in the lowest monthly rate without a 24-month agreement for the subscribed services. 
  
  The Comcast equipment is online and within necessary signal level specifications. A service visit was completed on July 15, 2024, where the technician replaced an amplifier. A second outside only service visit was completed on August 4, 2024, where the technician completed with notes of no one home. Mr. ******* request for compensation has been respectfully denied at this time. 
  
  In order to resolve this matter, contact with **************** is necessary. I apologize for any inconvenience 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 
  
  

  Customer Answer

  Date: 08/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22093953
  
  I am rejecting this response because: I attempted to contact ************ M several times to discuss the concern. Unfortunately, my attempts were unsuccessful. Alternatively i can be reached at ************.

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

  
  

• 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.

  Tech appointment canceled without notice. Unsatisfactory practices

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
              ********************************
              *********,** 37919
  
                  Case Number:      22093525
              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, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the ** Box. 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 6, 2024, a credit was applied to ************ account to compensate for services billed from July 31, 2024, through August 6, 2024. An additional credit was applied to ************ account on August 6, 2024, as a courtesy. The credits will reflect on the billing statement dated September 1, 2024.
  
  I verified that the service visit scheduled on July 31, 2024, to be completed on August 5, 2024, was canceled due to outage related. On August 6, 2024, I spoke with ************ and verified that services are working correctly. 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: 08/19/2024

  The same issue has arisen again.

  Customer Answer

  Date: 08/20/2024

  This has been going on for two weeks and they dont fix the problem with the service for which I paid.

  Business Response

  Date: 08/23/2024

  
  August 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  *****************************************************************************************************
  
  Case Number:22093525-Rebuttal
  Date of Notice:August 19, 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 23, 2024, I spoke with ************ wherein a service visit to address the service issue was declined due to all services working correctly. Our records indicate that a service visit scheduled for August 5, 2024, was canceled on August 1, 2024, with notes of outage related. 
  
  On August 6, 2024, a service visit was completed where the technician replaced a TV Box. 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 6, 2024, credits were applied to Mr. ***** account to compensate for service interruptions and the Xfinity Customer Commitment due to the canceled appointment on August 1, 2024. The credits will reflect on the billing statement dated September 1, 2024.
  
  On August 19, 2024, a service visit was scheduled for August 23, 2024, and was canceled same day by ************. 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