Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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

• Initial Complaint

  Date:08/05/2024

  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.

  Monthly billing has increased consistently for Internet and TV services. When I try to contact Xfinity to delete certain channels and voice from my bill, I cannot speak to a live operator. They force you into virtual chats. I need additional information then what has been given in their billing. The bill and their packaging tv bundles are confusing. They are overcharging and I cannot get rid of channels without additional assistance as it will put our local sports programs and Internet in ******** , we are at the mercy of this company and will be seeking alternative solutions. This business clearly is trying to confuse its customers so they can hide our choice in programing bundles. No company should be permitted to do business without a live operator available to address problems and concerns.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  **********************************************************************************
  
  Case Number:22083766
  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 made several attempts to contact ****************, an authorized user on the account of *******************, via telephone and email. On August 12, 2024, **************** responded via email and advised she would contact me at her convenience. I provided **************** with my direct contact information and hours via email. 
  
  The account currently reflects the Super + More Triple Play at the standard retail rate. This includes Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), the Digital Preferred Video Tier, MGM+, Max, Paramount+ With Showtime, TMC, More Sports & Entertainment, high definition (HD), Premium digital video recording ************** Gigabit+ Internet, Unlimited Voice and the ******* Standard HD Plan. Peacock Premium is included at no cost valid through June 25, 2025. The service rate does not include additional services, equipment, taxes, or fees which are subject to change. The standard retail rate was effective on May 29, 2023, at the conclusion of the 24-month promotional rate that was valid May 17, 2021 through May 28, 2023. 
  
  The Super+ More package is a grandfathered package and no longer available for new or existing customers. Customers looking to change their services can view packages online , with an agent over the phone or at a local Xfinity retail store. Please note, for online packages, certain packages have eligibility requirements and customers need to sign in to their online account to see their eligible package options. 
  
  Effective December 20, 2023, Comcast implemented a rate increase in ****************** area. Affected customer received ****** advanced notice prior to the effective billing statement date. **************** was notified on the November 25, 2023 billing statement that the monthly rate for the ************ Fee and Regional Sports Network fee would be increasing. This first reflected on the December 25, 2023 billing statement. Customers can check for changes to their billing by viewing their account online at Xfinity.com or by checking their account using the ********************** app on their mobile device. 
  
  To resolve this matter, contact with **************** is necessary. 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: 08/27/2024

  
  
   Complaint: 22083766
  
  I am rejecting this response because:
  
  I never received your call, and have no missed calls or voicemail reflected on my phone.  
  
  Still waiting for your call back, as well as two separate requests I made via your call back system, on 2 separate days.  
  

  
  

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

  Customer Answer

  Date: 09/10/2024

  Xfinity did have a Representative contact me.  We would have connected sooner, if they identified themselves on calls.  Each attempt to call me back were screened by my cell phone; as they are listed as UNKNOWN CALLER.  I did take my business elsewhere, as my original claim of confusing bundling/billing still stands    
  

  Thank You for being here!!

   

• 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.

  I'll put in for automatic payment to come out of my account or September the 14th the system allowed me to do it with no issues turn around today on the 5th they charged my cable off I spoke with a representative ****** ID number ****** and he was not being cooperative and being very disrespectful I asked to speak to a supervisor I have now been on hold for at least 20 minutes for automatic schedule payment that was put in before my service was terminated

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************
  *********************************************************************************
  
  Case Number:22093374
  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, I spoke with ***************************, an authorized user on **************** account, regarding a payment arrangement concern. Our records indicate on July 20, 2024, a payment arrangement was processed to pay the past due balance by August 1, 2024. Unfortunately, the payment attempts to receive the funds from the financial institute for this arrangement were declined. Therefore, the arrangement was considered broken, and services were suspended on August 5, 2024.
   
  On August 4, 2024, a second payment arrangement was submitted for a future dated payment for August 14, 2024; however, this did not change the arrangement previously agreed upon. Records to not support the claim that an arrangement was scheduled for September 14, 2024. 
  
  On August 6, 2024, services were restored as two payments were received to clear the past due balance. On August 8, 2024, reconnection fees were assessed for the restoral of service and will reflect on the August 27, 2024 billing statement.
  
  Regarding the second payment arrangement for August 14, 2024, the funds were not received by Comcast, due to the payment being declined by the financial institute. Payment is still needed for the remaining balance owed on the account. I apologized 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
  
  

• 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.

  My family has a Comcast Xfinity account. Last night we experienced a severe thunderstorm in the area. Today, we are not able to use our modem or turn on our cable box. The company has customer support set up so that we can only go through an online chat which has indicated that there is no outage in our area. Our neighbor has the same issues with his equipment and/or service. ** cant report an outage. ** cant speak to anyone. The earliest tech appointment is 6 days away.This has happened more than just today when weve needed to speak to a customer rep. ** cant! There are complaints about this inability to speak to someone all over the internet. ** are stuck with this company because there isnt comparable service from any other companies in this lower population area. If a real person knew that there is a true outage, maybe it could be fixed quickly.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***********************
  ************************************************************************
  
  Case Number:22093211
  Date of Notice:August 05, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity's service.
  
  Our records reflect that ***************** is not an authorized user on the account in question and this was discussed with the account holder on August 14, 2024. **************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologize for any inconvenience that may have been caused 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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled our Xfinity service well before the next monthly date I was advised then that as long as I returned their equipment I would owe nothing I returned their equipment a day or two later . I have a receipt . All the above was done through an agent chat.Next monthly date I get a bill for $49.33.I again chat with an agent( as no phone number is shown on line )No explanation of the balance due is provided. Im advised I owe nothing. This was chat record #****************** on June 23rd.I saved screen shots of the chat and can provide Aug 1st I get an email from them saying I need to update my Credit Card so they can bill me and my account has been suspended. I had removed the card info when I cancelled the service Their website still shows me owing $49.33 even though their employees have told me I dont. They need to remove this balance from my account and send me an invoice showing I owe nothing.Their customer service is terrible ( one of the reasons I cancelled to begin with)

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ***********************************************************************************************
  
                  Case Number:                      22092715
              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.
  
  Upon receipt of this complaint, an investigation was performed. On May 7, 2024, a billing statement generated for the service period of May 12 to June 11, 2024.
  
  On May 24, 2024, the services were voluntarily disconnected, and billing stopped effective May *******. This resulted in prorated credits and a final balance due for services rendered to May 24, 2024. On May 24, 2024, a billing statement generated reflecting the above.
  
  Records reflect on June 23, 2024, a chat representative incorrectly advised ************** that there was no balance due. On August 6, 2024, a credit was applied to the account as a courtesy, satisfying the balance.
  
  On August 9, 2024, I communicated with ************** via email to review the above and to discuss his concerns with him. 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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the *** for my grandmother due to her health and have been trying to cancel her service for over a month. When I tried to do it online the online agent advised me that I have to call the toll free number. So I called and they stated they have long wait time and they would call me back within 15 minutes. I have done this process several times and never receive a call back as promised. This has been going on for over a month and I had to pay another months bill so that it does not go against her credit. I would like to cancel the service but they are making it impossible to do so but are continuing to bill my grandmother whom is no longer at the address in which the services are provided. I am requesting a call back as soon as possible so I can cancel the service. She is on a fixed income and being billed for something that she no longer needs nor uses.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: *********************
  *******************************************************************
  
  Case Number:22092273
  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 *********************, who is authorized on the account, regarding ********************** service.
  
  On August 12, 2024, I spoke to ************** regarding his disconnection concern. On August 5, 2024, I set up a disconnect order that was completed on August 6, 2024, with an effective stop billing date of July 19, 2024, that provided a credit prorate. This provided a credit balance that was due for a refund. On August 12, 2024, the refund was sent back to the credit card that made the final payment to the account on August 5, 2024. Additional attempts were made to speak with ************** to confirm receipt of the refund. However, my attempts were unsuccessful. In order to explain the above information and address any further concerns, contact with ************** is necessary. I apologize for any inconvenience that may have been caused 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: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.

  2 months ago we had a bad storm come through that broke a 20 foot power pole. The power **ne and all subsequent **ne were on the road. The power company promptly came and repaired the power **ne. I have contacted xfinty multiple times and the never show up. One time they sent some put to bury the **ne. That employee called me and said he would have to send an aerial team out. Noone has showed up to repair the **ne. My last call was on 24 July and I was told someone would be.out to repair the ** e on 28 July. It is now Aug 4 and the **ne is still on the ground. Every day I have to drive.over this **ne to get to my house. This is also.preventing me from performing a home improvement project. It can be dome because the **ne is in the way. I have told xfinity this multiple times and nothing is getting done about this.

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
  ***************************************************************************************************
  
                Case Number:                    22091591
              Date of Notice:             August 8, 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 I spoke with ***************************** regarding his concern with the Comcast line. Our records reflect a site visit was successfully completed on August ******, at which time a member of our technical operations team determined the line in question was no longer active and/or in use. During the visit the line was removed.
  
  During a follow up call with ****************** on August 12, 2024 he confirmed the line had been removed from the property. 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

• 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 company overcharged me for services that are not correct. I switched to another promotional plan in June ************************************* July 2024 and now my bill for August 2024 is reflecting additional charges. I was on the phone with the company on August 3, 2024 for 2 hours and was told error in system and my account would reflect correct charges and yet account still reflects incorrect charges.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  **************************************************************************
  
  Case Number:22089892
  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 7, 2024, I spoke with ****************** regarding a billing explanation. Our records indicate that on July 30, 2023, ****************** accepted a 12-month contractual agreement for the Fast Internet with a contract discount effective from July 30, 2023, through July 30, 2024. Equipment, taxes and fees are not included in package price. Customer approval for the agreement and package pricing was received via text message. 
  
  On February 28, 2024, ****************** added xFi Complete and the monthly fee for Internet/Voice rental was removed from the account. Customer approval was received via text message. A payment was processed to the account was on May 30, 2024, which covered the May 1, 2024, billing statement. The July 1, 2024, billing statement generated and reflected an unpaid balance from the previous month, new service charges and a late fee.
  
  A late fee applies when an account is past due every 30, 60 and 90 days. A late fee is applied for payments not received within 30 days of the first day of a customers billing cycle and each 30 days thereafter until payment is received.
  
  The payment processed to the account on July 3, 2024, covered the June 1, 2024, billing statement after the July 1, 2024, billing statement generated. On July 3, 2024, a courtesy credit was applied to Ms. ******** account to compensate for the late fee billed on July 1, 2024. On July 3, 2024, ****************** accepted a 12-month contractual agreement for the Superfast Internet effective from July 8, 2024, through July 8, 2025. The agreement includes a contract discount effective from July 8, 2024, through August 3, 2025. The account receives a promotion for Internet/Voice rental at no additional charge effective from July 8, 2024, through August 3, 2025, at which time standard retail rates are applicable. The agreement includes an early termination fee that is applicable if the disconnection of the account is completed prior to the end of the agreement. Customer approval for the agreement and package pricing was received via text message. The change of service and credit were reflected on the billing statement dated August 1, 2024.
  
  The August 1, 2024, billing statement generated and reflected prorated credits and charges from the change of service being completed on July 3, 2024, an unpaid balance from the previous month, regular monthly charges and a late fee. I verified that the account is being billed correctly for the subscribed services, and no further compensation is warranted. During our conversation, ****************** advised she was moving next month and when the disconnection processes, ****************** will receive an early termination fee due to the agreement. ****************** does not wish to transfer her services to the new address. ****************** was advised, as a courtesy, the early termination fee will be waived. ****************** is aware the equipment will need to be returned to avoid any unreturned equipment fees. 
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** 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: 08/21/2024

  I don't agree with the bill. I was told when I switched my promotional plan my new bill would be around $75/$85 and my bill is $193. I was never informed of any late fees.

  I will return the equipment when I move and will call to have early termination fees waived.

• 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.

  I owe for 1 month of cable 300 there saying I owe 900 it show on there site I only owe one month but there trying to make me pay 3 months worth of cable

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
              ****************************
              ***********, ** 17066
  
              Case Number:              22088860
              Date of Notice:             August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On August 6, 2024, I spoke with ********************** regarding his billing concern. Our records indicate that on July 25, 2024, Mr. ********** account was interrupted for nonpayment and the billing stopped. The account disconnection completed on August 8, 2024. The last payment to the account made on June 24, 2024, cleared the balance for services from May 1, 2024 through May 31, 2024.
  
  ********************** has a final balance for services from June 1, 2024 through June 30, 2024, and for July ****** through July 25, 2024. The account has four unreturned leased Cable boxes and a modem that needs to be returned as Mr. ********** account is being charged for the equipment. ********************** has the option of an online prepaid shipping label, returning the equipment to Xfinity retail or *** store.
  
  Please be advised the billing on the account is accurate at this time, no credit is owed. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at *************, Monday through Friday 8:00 am - 5:00 pm.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  WNE Region

• 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.

  This is a complaint against Xfinity mobile, every month the mobile plan is credited to my credit card. In July, no attempt was made to charge my credit card according to ************ xfinity stated my card was no good which was not the case. Xfinity did not charge me my normal $130 for the month but charge me $33.83 when talking with Xfinity on July 28 find out what the chargers for Xfinity mobile could not explain it to me and they said they had no record of the charge on their end, but yet it still shows up on my credit card and they would not credit the amount because they could not see that it was there so disputing that amount with ************ but Xfinity still owes me the $33.83 for for who knows what . And the fact that Xfinity stated my credit card was no good on July 17 because they couldnt bill me my monthly charge but somehow it charge me a bogus $33.83. Cant explain its very suspicious. I want them to reimburse me the $33.83 . And on July 28 after two hours on the phone, I was able to get my credit card back on file so I would not lose my mobile plan.

  Business Response

  Date: 08/19/2024

  
  August 19, 2024,
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************************
              *********************************************************************
  
                Case Number:                    22087239
                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 Mobile service.
  
  I have attempted to contact ********************, an authorized party, multiple times. Unfortunately, all attempts have been unsuccessful. A review of the account was completed. Our records reflect two Xfinity Mobile lines were migrated from a previous account on May 27, ******** previous account billing cycle ran from the 26th to the 25th of each month.On June 26, 2024, the previous account generated a statement for prorated charges and stand-alone line fees. On July 16, 2024, ******************** card which was previously used for autopay was processed for the prorated charge. On August 13, 2024 the payment was reversed and returned to ********************. Comcast determine that the charge from the previous account is a valid charge as both lines were still active on the previous account until May 27, 2024.
  
  Lastly, ******************** billing statement dated June 27, 2024 for service May 27, 2024 through June 26, 2024 was scheduled to be drawn via autopay on July 17, 2024. There was not an associated payment method on file. On July 28, 2024 service was suspended for non-payment. On July 28, 2024 a payment was made to bring the account current,restoring service. The payment method was stored for future automatic payments.
  
  Please be advised that billing is accurate. I apologize 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,
  
  ************
  Xfinity Mobile Specialist, Tier 2

• 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 am not paying $100.00 for a technician visit when he did not even TOUCH my equipment he walked outside and said the issue was outside problem which I still have by the way.

  Customer Answer

  Date: 08/05/2024

  I am trying to send copy of my Comcast bill but it is not allowing me too?

  Business Response

  Date: 08/20/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re: Case Number:22092512
  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 12, 2024, I communicated with ******************** via email regarding her billing concern.  I explained the service technician who completed the service visit on July 18, 2024, indicated that the primary issue was not due a Comcast issue, which makes the service visit chargeable and valid.  During the conversation, ******************** confirmed her service is working normally and did not want to schedule another service visit to further investigate.  
  
  As a valued Comcast customer, I applied a one-time courtesy credit to the account and it will be reflected on the August 19, 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,
  
  
  ************ 
  Executive Customer Relations