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, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:07/25/2024

  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.

  Comcast equipment is malfunctioning. The company refuses to fix the problem yet is fine with charging even though the service is NOT being provided

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  *******************;
  Unit 203
  *******************
  
  Case Number:22041410
  Date of Notice:July 25, 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 July 31, 2024, to discuss his concerns. Our records show ************ reported service issues on July 25, 2024, where a service call was scheduled for Augugst 30, 2024. Additionally, two credits were applied this day which will reflect on the Augugst 15, 2024 billing statement. 
  
  Then, on July 30, 2024, the service visit was rescheduled for the same day. On July 30, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective drop connector. 
  
  During our interaction on July 31, 2024, I spoke with ************ and verified that services are working correctly. The signals are currently within specification. 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 *************.
  
  Regards,
  
  
  ********************
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:07/25/2024

  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.

  On 7/23/24, I contacted Comcast to inquire about a service outage. After several attempts, I was finally able to contact a live representative. I explained that I did not have TV or internet service. The representative confirmed that there was a scheduled outage, and it would last for several hours. I explained to her that it is very frustrating to pay my bill and then have to deal with an outage that disrupts my services. I had just paid the bill on 7/19/24 in the amount of $279.69. It is very frustrating that Comcast continues to increase my monthly bill each month, after they sent an email notification indicating that I am eligible for a credit of $9.25 to my account, due to a sports channel (Bally's) that is no longer available. The credit was applied, but a month later the monthly bill increased (again) from $253.55 to $288.94 minus the $9.25 credit, which totals $279.69. It is very frustrating to have to contact Comcast to discuss increases and scheduled outages. Moreover, the representative confirmed that I would be receiving a credit for the 7/23/24 outage and I would receive a confirmation email, but I have not received an email regarding a credit. Also, whenever there's an outage Comcast requires customers to call them to request a credit, rather than apply it automatically to the customers' accounts. I will be moving soon and I have not had the time to contact this company about bill increases or file additional complaints. Unfortunately, Comcast continues to use unfair tactics to overcharge customers.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:***************************
  GA 30165
  
  Case Number:22041232
  Date of Notice:July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *******************************. 
  
  Comcast, like all other TV providers, pays negotiated fees to video programming networks and broadcasters to bring their channels and shows to Xfinity TV customers. When a contract expires, we renegotiate with the goal of continuing to carry the channel at a reasonable price. Comcast is committed to providing programming its customers want at the best possible value to them; if a programmer is unwilling to reach a renewal agreement on reasonable terms, Comcast may have no choice other than to remove its channels from the lineup. Comcast does everything it can to prevent this from happening and has reached thousands of agreements without interruption. Customers can learn more about how ******************** works to bring customers great content at the best value it can by visiting www.xfinity.com/HowItWorks.
  
  On April 30, 2024, Comcasts agreement with ******************** (DSG) to carry its regional sports network (RSN) Bally Sports expired. As a result, Comcast was no longer authorized to carry Bally Sports with Xfinity or Comcast Business, including any related programming on Xfinity Stream.
  
  Comcast and ******************** reached a new agreement to carry its RSN Bally Sports as of July 28, 2024. Bally Sports is available with the Digital Preferred or *********** levels of video service. 
  
  On July 30, 2024, I spoke with **************** and explained the above information. ****************** account is enrolled in *********** and does receive Bally Sports. During our conversation, I provided **************** was a detailed billing explanation. On May 25, 2022, the account was enrolled in a 12-month promotion for *********** and Superfast Internet. The promotion was effective from June 7, 2022 to June 26, 2023. On June 27, 2023, the promotion transitioned to a 2nd year rate effective until June 26, 2024 after which time the retail rate applied. The expiration of the promotion caused the monthly rate to increase. The package was eligible to receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments. The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change. 
  
  In addition, the account reflected ************ three TV Boxes and an Internet/Voice equipment rental. The account is being billed correctly for the services. I reviewed available package and pricing options that may suit her needs. **************** declined to make any changes to the account at this time. 
  
  On July 23, 2024, ******************* was affected by an unplanned outage in her area, causing the loss of service for multiple customers. On the same day, ********************* maintenance team identified and corrected the issue causing the outage by replacing hardware. 
  
  On July 30, 2024, a courtesy credit was applied to the account which will appear on the August 21, 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 **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/25/2024

  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 had service with Xfinity for a term of few years. I paid every month on time. I moved outside the set area and had to cancel the service. They asked me to return my equipment and I did. I have a receipt from them accepting the equipment. After that I received a final bill of $360 for unreturned equipment. I paid it in full in June and I have my bank statement to prove it along with my Xfinity account confirming it. Through out this process, I kept getting emails reminders to return my equipment. One of them received today 7/24/24. I got in contact with one of Xfinitys live agents, Priya. I told her I had paid the full balance and returned my equipment and that I was still getting notifications from them. I let her know that if anything was outstanding I needed to take care of it because I do not want it going to collections. She proceeded to verify me and said she needed a few minutes to review my account. After that I never heard back from her. I messaged her a few times in the chat following up and no response. This went on for at least 4 hours. No response from them. I have screenshots of the live chat, my receipt for returned equipment and proof of my last bill paid in full.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:
  
  Case #:               22041181
             Date of Notice:  J uly 25,2024
  
  
  
        *************************
             156 Trueno Loop
             *****, NM 87002
  
  
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by
  ************************* regarding Xfinity service.
  
  On July 26, 2024, Year, I spoke with **************** regarding equipment charges. Our records indicate the account billing was stopped on April 12, 2024, with a disconnection date of April 23, 2024.  On May 24, 2024, the account was charged for three unreturned leased Xfinity Digital Converters. There is no record of the Digital Converters being returned.
  
  On July 26, 2024, the Digital converters were removed from the account and the charges revered as a courtesy. I confirmed Ms. ******* billing address and advised a physical prepaid card will be mailed through ***** **************** should expect to receive it within seven to 15 business days. I apologized for any frustration this matter might have caused. 
  
  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 8:00am-5:00pm.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  WNE Region

• Initial Complaint

  Date:07/24/2024

  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 have called Comcast so many times to get an email on my account fixed. They messed up transferring my account by creating a new account instead of transferring it and now Ive lost access to tons of digital photos. Ive been told multiple times a higher level support will call me but they never callemailtextnothing!

  Business Response

  Date: 09/03/2024

  
  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************
  *******************
  ***********************
  
  Case Number:22041021
  Date of Notice:July 25, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  On July 25, 2024, I spoke with **************** to confirm the issue, and on July 25, 2024, I created a ticket to request the assistance of our engineering department. I have continued to contact **************** via email and phone to provide updates to the engineering department and troubleshoot options. Most recently, **************** and I corresponded via email on September 1, 2024.
  
  As of today, September 3, 2024, the investigation by our engineering department is ongoing. I will continue to be in contact with **************** until a full resolution is provided.  I apologize for any inconvenience and the overall experience 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 **************. 
  
  Regards,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:07/24/2024

  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 have been overcharged. On April *******, I turned in 2 TV boxes, and a DVR box to the Xfinity store in *******, **. I have a receipt indicating such. I then only had internet. The next billing cycle should have reflected that my bill was prorated for six (6) days for TV, internet and landline phone. I disconnected my landline phone also on April 23, 2024. My next bill, however charged me the standard amount of $290.12 for the time period of April 19 -May 18, 2024. Comcast never recognized that I no longer had TV or landline phone. I was sending them $115.00 a month now, for Internet only, as that is what Comcast quoted for Internet only. I called Comcast repeatedly, explaining, got transferred 4 times to different people, and each person quoted a different amount to me as to what I owed! Now, as of July *******, Comcast disconnected my Internet, without Notice and as of today, July 24, 2024, I received a "Disconnect Notice", and an overdue amount of $243.53. No one at Comcast is consistent or helpful to try to resolve this. I need Internet as I am a cardiac patient and receive Internet messages from my physicians. I paid $290.27 on 3/24/24, $0. For May 19 - June 28, 2024, ( this bill should have reflected Internet only), this bill stated that my next bill would be $115.00 for Internet only, however the next bill, 6/19/24 - 7/18/24 was $290.83. I paid $115. On 7/1/24. Comcast never recognized I only had internet since April 24, 2024. Also, Comcast has replaced my name on the account with the name, *********************. NO ONE by that name has ever lived here but Comcast is blaming me. I told them my account may have been hacked, Comcast didn't care. I need to have my Internet service restored immediately, my bill corrected and my correct name on the bill.

  Business Response

  Date: 08/20/2024

  
  
  August 20, 2024     
  
  BBB of ******************* & ********************
  *****************************************************************************************
  **********************
  
    Re:      ***************************;
   *************************
   ***********,MA 02632 
  
  File Number:                            22040838
  Date of Notice:                          July 25, 2024 
  
  To the Better Business Bureau:
  This letter is in response to the above-referenced complaint submitted to your office by *********************************.
  
  Upon receipt of this complaint, Comcast conducted an investigation into the concerns raised by ******************. Our records show that in July 2023, ****************** requested a name change from *************************************** to *****************************, due to the death of account holder. Unfortunately, ****************** was unable to provide any supporting documentation, therefore the name change did not take place.

  
  On September 15, 2023, the account name was changed from *************************************** to ***************************** which remained until April 23, 2024. At this point the account name was changed from ***************************** to ********************************* then to *********************.****************** completed a password reset on April 23, 2024.

  
  In regard to the billing concerns, our records indicate that on April 23, 2024,****************** accepted a 24-month effective April 24, 2024, through May 18, 2026.The order included Super-Fast by Xfinity speed tier Internet service for $95/month effective April 24, 2024, through May 18, 2026.

  
  ***************** also elected to subscribe to the xFi Complete package which includes the modem rental and unlimited data plan at a $20.00 monthly discounted rate effective April 24, 2024, through May 18, 2025. At the conclusion of the promotion,standard retail rates will apply. ****************** was provided with an email with the subscription details which ****************** approved on April 23, 2024, to her Hotmail.com address on-file. The EMTA/modem device was shipped to the address on file and both devices remained on the account. Any additional equipment,service, tax, or fee is billed separately and subject to change with 30-day notice.

  
  On April 24, 2024, ****************** visited the local service center and returned the video equipment, however the EMTA/modem remained on the account billing at $15/month. On July 15, 2024, the account was assessed an unreturned device fee which was depicted on the July 16, 2024, billing statement.

  
  Comcast records confirm the last payment was received on July 5, 2024, however the service was suspended for non-payment on July 11, 2024, due to an unpaid balance. ****************** was notified on June 29, 2024, the service would be suspended on July 10, 2024, if the unpaid balance was not paid.

  
  On July 30, 2024, a Comcast Executive Customer Relations representative contacted ***************** and applied a credit for the xFi Complete package, waived the unreturned equipment fee assessed to the account on July 15, 2024, and waived the final balance for service through July 15, 2024. Effective July 30, 2024,once the credits were applied the account was paid in full.

  
  On July 29, 2024, a Comcast ***************** Assurance technician contacted ***************** to advise her of the aforementioned information.
  
  Sincerely,
  
  ***************** Assurance
  ************

  
  

• Initial Complaint

  Date:07/24/2024

  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.

  Once again another horrible experience with Xfinity. I currently have the Internet service and recently opted in for their security service. I ordered the self protection service and 4 cameras to put outside my home. On the call with the rep I advised I would need help installing the cameras and can't do this myself. The rep gave me Hello Tech's information. Hello Tech was an absolute horrible experience they never showed and the installer told me he didn't want to waste gas coming to install the cameras. They couldn't find anyone else to install and ultimately cancelled and wouldn't install my cameras. I called Xfinity for support on getting one of their techs out to install my cameras. I was on the phone for 3 hours and spoke to 6 different individuals. All but the last advised this could be done. The company they refered won't install and Xfinity themselves won't install but they will sell me the service and the cameras. When I had expressed my concerns to the last supervisor rep she advised "well if you aren't happy you can return the cameras". They do not value their customers or have any customer engagement whatsoever. Now I have 4 cameras just sitting because they won't install. I agreed to pay an Xfinity tech to come out and install the security cameras and they refused. They made me feel as though the security service and cameras I have are not Xfinity, even though they are. I have never seen a company provide a service and then refuse to support you and push you off onto another company. I even explained the horrible experience I had with Hello Tech and that meant absolutely nothing to the rep on the phone. No resolution was provided and each rep just kept passing me off to another department. Horrible customer service, horrible service, horrible support.

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************
              ****************************
              Elkhart IN, 465164
  
             Case Number:       22040608            
             Date of Notice:      July 25, 2024   
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal complaint submitted to the Better Business Bureau by ******************* regarding Xfinity's service.  
  
  On July 29,2024, I spoke with ******************* and the customer stated that she wanted a technician to install the 4 Xfinity Home cameras she purchased on July 16,2024. On July 29, 2024, I apologized to the customer for the experience. On July 29, 2024, I educated ************ that she has the self-protection plan and Xfinity does not schedule technicians for customers who subscribe to the self-protection plan. I did educate ************ on the Hello Tech information which is the 3rd party company she can use to have the installation of the cameras finished
  
  I apologize for any inconvenience that *** have 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 Home Sr. **********
  ************
  ************************
  

• Initial Complaint

  Date:07/24/2024

  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.

  There is a service issue in the entire town of *******, *******. This has constantly been reported to comcast. There are ******** communities that talk about this every day. Comcast has ignored the issue. When brought up to them to file a ticket they don't do anything about it. They are basically a monopoly when it comes to service in this town. I just tried to call in again because internet service has failed multiple times today and I work from home. The service doesn't fail for long periods of time it just fails multiple times in the day so its hard to track the problem down. Comcast just says the same thing everytime. "Reset your router, Reset your device, or that they don't detect the error. Sometimes when you try to call the call center it just puts you in dial by number loop that either hangs up on you or tries to give you the same information. When you run the speed test through their website it will say all your services are up but if you run a speed test through any other service we do not receive 1/10th of the speed we are paying for. When confronted by this they try to say that the contract says "up to" the speed you pay for. I understand that the full service is not available at all times but the constant speed never even comes close. It doesn't matter if you test it on wifi or ethernet.

  Business Response

  Date: 08/05/2024

   
  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*************************
  ****************************************************
  
  Case Number:22040500
  Date of Notice:July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by  ************************* regarding Xfinity service. 
  
  I attempted to contact ****************** via telephone and email several times; however, my attempts were unsuccessful. Our records reflect the last service appointment completed at Mr. ******** residence was on November 14, 2022. The signal levels to the equipment reflect as being within the appropriate specifications. 
  In order to resolve this matter, contact with ****************** and an appointment inside the home is necessary. I apologize 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 **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations
  **************
  
  

  Customer Answer

  Date: 08/06/2024

  [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: 22040500
  
  I am rejecting this response because:
  They did try to call several times from an 800 number I tried to pick up the phone but when I would pick up I would get dead air they would leave me voicemails when I would miss the call and give me a phone number to call back on two different people tried I've called both numbers that they give me and it just rings and rings and rings and never picks up and then it goes to a voicemail that they never answer back on. the service that they are talking about that was serviced in 2022 is for a different location and not for the house that I currently live in. they set up this service in March of 2024. this is not an issue with just my household but the service for the entire town of ******* ******* throughout the day every day the service that is provided to the locations in ******* fails. the router shows no indications of error and a reset does not fix the issue. it is poor service to the area and they know it. they will not take care of the issue and they are bypassing it by saying that they called me but never actually communicating.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/23/2024

  
  August 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:                       Case Number:                      22040500-Rebuttal
              Date of Notice:             July 24, 2024
  
  
              *************************
              ************
              *******,IN 47421
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ************************* regarding Xfinity service.
  
  On July 24, 2024, ********************** service was affected by an outage in his area, causing the loss of service for multiple customers. On July 24, 2024, the outage cleared during testing. On July 29, 2024, an outage occurred in Mr. ******** area which was cleared same day by a maintenance technician replacing the power supply.
  
  On July 31, 2024, an outage occurred that self- cleared same day with notes of another provider cleared at *******. On August 1, 2024, and August 3, 2024, an outage occurred in Mr. ******** area that was resolved same day with notes of head end related. On August 12, 2024, an outage occurred which self-cleared same day.
  
  It was determined that maintenance had an open ticket to continue to work on the service node. On August 14, 2024, the work order for maintenance was canceled due to automation. On August 16, 2024, ****************** was contacted, and a service visit was scheduled for August 20, 2024. On August 20, 2024, the technician completed the service visit with notes of replaced connector. 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 23, 2024, an Executive Customer Relations representative spoke with ***************** and confirmed services are working normally. On August 23, 2024, a credit was applied to Mr. ******** account to compensate for service interruptions from July 2024 through August 2024. The credit will reflect on the billing statement dated September 15, 2024. 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:07/24/2024

  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.

  I am beyond frustrating. My new bill has come in to $205.00 with a one time charge I was not aware of and did not approve. Comcast has been playing monthly games with my invoice, I have had to call them every month to fix my invoice charges. They should be $65.00. I need to resolution as during these hard times of inflation, customers should not be taken advantage of. Every month my bill comes in different. I only have internet with Comcast/Xfinity.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       *****************************
              *********************
              *********, IN 46184
  
                 Case Number:                     22040410
              Date of Notice:             July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *****************************, regarding Xfinity service.
  
  On July 20, 2024, a service visit was scheduled during which time the technician corrected the service issue by replacing inside wiring. As a result, ****************** was billed an in-home service visit fee. This fee was billed to the account on July 22, 2024, and reflects on the July 22, 2024, billing statement.
  
  On July 24, 2024, a credit was applied to the account for the service visit fee. This credit will reflect on the following bill statement dated, August 22, 2024. On July 30, 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
  

• Initial Complaint

  Date:07/24/2024

  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.

  Name: *********************** Account number: Account Number ******************* I have had this service since: March of 2020 During Covid - I obtained this service as I am an at home Trauma therapist- and I was a first responder.i adamently told them i Did NOT want anythiing to do with TV - I have NOT had a TV in over 20 years.Due to it being covid - the tech. who came to install my internet would not fully engage with me - understandably. However - He left several Boxes and I did not know what they were. onne of then was called a "flex" box? and I have been charged for that Box - which was a TV element that I did NOT ask for since 2020.I have called several times to have this fee removed. Today they offered me a partial fee.I feel that they can do better. I understand it was Covid and it has been a while - but they have no documentation of my calls, or that I clearly stated I have NO TV. There is a clear record that I have had NO usage of the Box - and it was Covid so it makes sense they woule have hae some confusion as well but all they quote me is ":their policy".to add - they did not install the internet in the room where I do my onlinne trauma therapy, and it is slow due to this -but they will also charge me $100 to come out and help me get it installed properly.It also took me over 2 hours today to get someone on the phone to discuss this, and all they could do for me was say that "Well it says here you agreed to the box in an email that we sent you when you joined'. That was likely because I had already spoken with them about NOT wanting any tv box on the phone and was told OK. so why would they even bring the box?UGH Please help.*********************** ************************* ************

  Customer Answer

  Date: 07/29/2024

   

  This is about the correspondence I had with a Comcast excecutive today - who completely dis-regarded my unique circum stances again - quoting policy.

  ESL04887146 BBB Case
  
  
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  Comcast Executive Support Thu, Jul 25, 6:06?PM (4 days ago)
  
  Good day, I appreciate you reaching out to our *********************** Team via the ******************** with your inquiries and concerns. We value your business and would like
  
  
  2
  
  ***********************, LCSW 11:36?AM (39 minutes ago)
  
  I cleared my schedule to re ieve your phone call at the scheduled time which is now. Are you going to call?
  
  
  Comcast Executive Support 11:52?AM (22 minutes ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  Good afternoon,
  
  I attempted to reach you today at ************ at 11:41 AM MDT to discuss your concerns, but my call was redirected to your voicemail, where I left you a message.
  
  Could you please let me know a convenient time for us to speak today, or if you prefer, you can call me back at your earliest convenience to discuss your concerns?
  
  Thank you.
  
  
  ***** ********
  Case Manager | Executive Customer Relations 
  ******************** | Northeast Division  
  Office: **************
  Office Hours: Monday Friday 12:30pm -9:00pm EST
  
  
  
  
  
  
  
  
  Comcast Executive Support
  
  
  
  I am
  Here I must have been on the other line.  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Send
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ***********************, LCSW <*************************> 12:13?PM (2 minutes ago)
  
  
  
  
  
  
  This is the correspondence I just sent to the Comcast Executive who called me - 15 min. late to add and I had to call back - who quoted policy to me, and completely disregarded my unique circumstances or my side of the situation.

   

  sincerelh,  ***********************
  
  
  
  
  This is to inform you, after our very unhelpful phone call, that you have been extremely unhelpful.  Unwilling to work with me.
  Unable to consider the extenuati8ng circumstances.  In complete denial of what I have told you repeatedly - and asked for a refund.
  
  
  I made it VERY clear When I ordered Internet services from you that I did NOT want TV.  
  Still. - the installer LEFt boxes here - it was the beginning of COVID.  so I could NOT be in the room when he was installing the internet - we both had masks on - and I was unable to ask him questions or to discuss this with him.
  /
  also - The Placement of the internet box has never been right and the chord is so short that it has to have an awkward piece of furniture in my room because otherwise it will hang from the wall.
  
  
  This is Inexcusable..  You were unwilling - Just like ALL of the other 
  X-finity support staff who have spoken with me - to hear my story and to consider my case.
  
  
  You quoted';  "Policy:" to me.
  
  
  None of my previous requests have been documented and I am completely unsatisfied with your Customer response or my request submitted to the BBB for assistance with this issue.
  
  
  If I do not recieved support and a FULL refund I will be confirming with the BBB all of the above, and cancelling my service with you, as well as advertising how unhelpful you have been for me.
  
  
  Your lack of understanding or support for a quite reasonable request - submitted several times over the past 4 years - is inexcusable for a company as large as yours.
  
  
  I made it VERY CLEAR that I DID NOT want TV for your Promotion.  You left me a box here anyway - and have charged me for 4 years for a Box I never wanted, and have ever used.  I also would like to know why my request to ONLY have internet was completely disregarded.
  
  
  
  
  
  
  sincerely,  ***********************

  
  

  Customer Answer

  Date: 07/30/2024

  These are photos of the modem which as you can see - it only has about 12 inches of chord coming into. my space.

  Customer Answer

  Date: 07/30/2024

  These are photos of the modem which as you can see - it only has about 12 inches of chord coming into. my space.

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  Better Business Bureau
  *************************************************************************************************
  **********************
  
  Re:***********************
  **********************************************************************************
  
  Case Number:22040396
  Date of Notice:July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity *******.
  
  Our records indicate that on March 20, 2024, **************** ordered Xfinity ******* online and accepted a 12-month promotional offer for the Performance Starter+ Internet, effective March 24, 2020, through March 23, 2021, which included one Xfinity ***************** box at no monthly cost to be shipped to ****************. The rate does not include additional *******s, equipment, or applicable taxes and fees which are subject to change. The promotion included a 12-month term agreement, effective from March 24, 2020, through March 24, 2021.
  
  All Xfinity Internet customers, except those with **********************, Prepaid Internet, and ******* plans, are eligible to use one (1) Xfinity Flex streaming box at no additional cost. To avoid being billed for a monthly fee or facing charges for unreturned equipment, all Comcast-owned equipment, whether active or inactive, must be returned.
  
  Our customers who possess an inactive or unused Flex streaming box are requested to return it. This has been noted in Ms. ******* monthly billing statements since May 2020 through June 2021, under "Regular Monthly Charges - Equipment & Services," with the message: "This Equipment is Inactive, to Avoid Future Charges Please Return the Equipment to your ************************ As well from billing statements from May 2022 through July 2024. As there are no records indicating that the Xfinity TV box was returned, the charges for inactive equipment are deemed valid.
  
  On July 24, 2024, **************** accepted a 12-month promotional offer for the Connect Internet, effective July 30, 2024, through August 23, 2025. The rate does not include additional *******s, equipment, or applicable taxes and fees which are subject to change. The promotion included a 12-month term agreement, effective from July 30, 2024, through July 30, 2025. At the conclusion of the promotion on August 24, 2025, standard retail rate will apply. The ******* order removed the inactive Xfinity TV equipment from Ms. ******* account to stop further billing for inactive equipment.
  
  Subsequently, on that same day, a credit was applied as a courtesy. The credit reflected on the August 19, 2024, billing statement. However, Ms. ******* additional credits for inactive TV charges are considered unjustified and have been respectfully denied.
  
  On July 29, 2024, I spoke with **************** to address her billing and *******-related concerns. I tried to advise **************** of the above information and explain our credit policy, stating that further credits for inactive TV charges are considered unjustified and have been respectfully denied. **************** decided to end our conversation.
  
  Regarding Ms. ******* ******* issue, our records indicate that there were no ******* visits scheduled in the last six months and the signal levels to Ms. ******* residence are within the appropriate specifications, and there are no reported issues at the node feeding Ms. ******* neighborhood. Should there be any continuing ******* issues, I encourage **************** to schedule a ******* visit at a date and time that is convenient for her. 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:07/24/2024

  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.

  On July 16,2024 I spoke with a Xfinity customer service representative via chat. I requested a payment arrangement for my Xfinity Mobile. I was told by the first representative that I was not eligible for a payment arrangement. I expressed my dissatisfaction to the the *** and was transferred to someone else. Then that *** transferred me again. The last *** I spoke with stated that they were able to set up my arrangement for July 31st. He assured me there would be no interruptions in my services. Today my services were interrupted. I called the customer service billing department and explained everything to ******. She ignored what I told her about the chat and said I had to pay today not on the 31st. I asked to speak to a supervisor, she told me she would transfer me. I waited on hold for a supervisor for 2 hours!!! Then the call dropped. I will attach my screenshots from the chat about the payment arrangement confirmation as well as the 2 hour phone call hold. Also, Yesterday I experienced home wifi power outage for over 9 hours! Ive had two bad experiences with Xfinity for two consecutive days!

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************
  
  , ** 38135
  
                Case Number:                    22040340
                Date of Notice:             July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile service.
  
  April 17, 2024, a statement with no past due balance. Xfinity Mobile did not recieve a payment. On May 17,2024, another bill statement was provided. Xfinity Mobile received a payment on May 24, 2024, and another payment was received on June 16, 2024. June 17, 2024,a billing statement was provided with no past due balance. On July 17, 2024,another billing statement was provided which included an unpaid past due balance. On July 24, 2024, ****************** account was suspended due to nonpayment.
  
  July 24, 2024, a payment was made towards the account balance and the account was resumed. July 31, 2024, I contacted ****************** regarding her Xfinity Mobile concerns. As a result, I provided ****************** with a onetime courtesy credit. However, I advised ***************** due to her recent history with repayment plans and them being broken she does not qualify for another at this time. I apologize for the overall experience
  
  A Comcast ************** Specialist **************** was unsuccessful in reaching ******************************* via phone and email after multiple attempts made to address any concerns related to reports of internet service issues. A final attempt was made to reach the customer on August 5, 2024.
  
  ******************** records confirm the last service visit scheduled on the account of ****************** confirmed to be completed on July 19, 2022, in which an outlet was activated in order to restore working services.
  
  Service levels are passing.If the customer is experiencing service issues contact is required and a technical service visit with a Comcast technician is needed.
  
  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