Business Profile

Internet Providers

Comcast Corporation

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

27,518 total complaints in the last 3 years.
8,959 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/01/2024
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 problem is always when it comes to installing. For some reason xfinity cant set up wifi in a timely matter to save their life. When we moved and had someone come to install our wifi the first person said something about our wireless connection where we live isnt set up. The next person who came did a good job of setting up the wire but it was left exposed. He did let us know about how xfinity should be coming to bury the wire. Well they never came and today someone used a lawnmower and destroyed our wire. Xfinity said they will send someone by August 7th. Its really inconvenient that they think we can wait that long Internet is a necessity especially for all of us who do work on our computer. Im exhausted by their lack of effort in setting things up.
Business Response
Date: 08/09/2024

August 9, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re: ***************************
*****************************************;
*********************

Case Number: 22079387
Date of Notice: August 1, 2024

Dear Sir/Madam:

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

Our records indicate a technician visited Mr. ******* residence on July 11, 2024, and placed a temporary line. On July 11, 2024, a drop bury order was submitted. On August 1, 2024, **************** contacted Xfinity to advise the line had been cut, and a technician visit was scheduled for the soonest available, which was August 3, 2024. On August 3, 2024, a technician visited the residence and restored services by placing a new temporary line. On August 5, 2024, I spoke with ****************, who was authorized by **************** to speak on behalf of the account and confirmed that their services were restored.

On August 8, 2024, the field confirmed that cable locates have been identified and advised that the drop bury will occur on August 14, 2024. On August 8, 2024, I spoke with ****** and provided the aforementioned information. On August 8, 2024, I advised **************** that I will follow up with him after August 14, 2024, to confirm the work has been completed. I apologized for any inconvenience and 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 ************.

Sincerely,

****************
Comcast | Executive Customer Relations
Customer Answer
Date: 08/14/2024
They still have not resolved this issue at all.
***** and ****** have been helpful in trying to get people out but its a long wait and no one has buried the wire
Initial Complaint
Date:08/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After over three hours of trying to resolve my problem with Xfinity by phone and email and app, There was still confusion as to my billing amount. I drove 20 miles round trip to go to the local Xfinity store and when I walked in no one was at the reception desk and no one acknowledged my entry. An agent assisted some other folks but didn't acknowledge me even though I was standing less than 10 feet away. I got his attention and was entered into the system. I laid out my complaint and tried to find out what my actual bill was since the *** said $106 but my email from the agent said $60. I checked my account online and the billing said $106. While expressing my extreme frustration about how Xfinity treats customers, another agent started laughing at me. I asked if he thought it was funny that I spent three hours on the phone, then drove 20 miles to get clear information. My agent, then said she would help me, not him so I asked that he mind his own business (he had a client he was speaking to, but took time out to laugh at me). Finally a manager came out and printed out last month's bill, then this month's which still said $106 and explained that if I would've scrolled down ten pages on the online bill, I would have seen the actual amount being charged and that is actually due. I asked for a printout of that, but all he could do is give me last month's bill stating they don't send out a second bill. I asked how I would know what to pay, if the amount had changed, but they didn't send out a new bill telling me that new amount. I was then told the amount I would have to pay is $60.65, which was not the amount that showed up anywhere on any bill. I asked if that didn't seem confusing to him and he said no. In summary, I have printed bills now with two different amounts, neither of them the amount that they told my I needed to pay. I think that is pretty confusing. These people are rude and condescending.
Customer Answer
Date: 08/01/2024
Since I have never gotten written confirmation of the actual amount I owe Xfinity, I thought I would try one last time and spoke to **************** (HA). I spent 35 minutes giving the background to the horrible service that Xfinity is famous for and Supervisor, ***** (or ****), the agent gave me both names (were they trying to match the rest of the confusion and chaotic communication I've had over this billing issue?). ***** (or ****) confirmed that I only owe $60.65, not the $106.55 my account states, nor the $106.55 paper bill I got from your rude people at the local Xfinity Store, and not the $55.00 printed bill those same rude people gave me, which is last month's bill that has already been paid. They can tell me the amount, but cannot confirm it in writing. ***** (or ****), after hearing my story, sent me an email which he said would show me the actual amount I owed, $60.65.... THEY LIED! it was a link to my account which still shows $106.55. Since ***** (or ****) had lied and sent another inaccurate bill, I asked to speak to THEIR supervisor, they hung up on me! What kind of scam is this? Last week when I spoke to a supervisor and asked them to send a confirmation of the amount she told me I was responsible for, they said they could not, then, they hung up on me too? GREAT CUSTOMER SERVICE haha
Desired settlement:
Contact by the business; someone who will confirm in writing, what the real amount I owe is! Otherwise I need to find a company that knows how to send correct bills! What a scam!

Business Response
Date: 08/14/2024

August 14, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       ***********************
********************
**********, NM 88007

              Case Number:                    22079332
            Date of Notice:             August 1, 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 2, 2024, I spoke with ************** and confirmed he spoke with a representative on July 29, 2024, to discuss a billing concern. ************** accepted a 24-month promotion for the Fast Internet package and a Gateway modem rental. The promotions are effective July 29, 2024,and will expire on August 1, 2026, at which time, retail rates will apply. ************** also subscribes to ************ with one Flex box included effective August 2, 2022. Additional services, equipment, taxes, and fees are not included in the package price. This change will reflect in the August 27,2024, billing statement.

************** accepted the service packages via email after reviewing the terms and conditions of the pending order. In accepting this package, he understood and agreed he would be billed for the applicable services and equipment described in the order. After acceptance, an order confirmation email was sent to the email address on file which included an estimate for the next billing statement.

Your statement is prepared one month in advance.Your next two bills *** be different because of partial month charges or credits and any one-time charges.

The price is reduced by a monthly discount for enrolling in Paperless Billing and Automatic Payments (PBAP)with a credit or debit card. If the account ceases to be enrolled in PBAP, this discount will no longer be received. If enrolled in automatic payments using a bank account, the monthly discount will increase.

The billing statement contains all of your billing information in a simplified, easy-to-read format and is generated once per month. Mr. ****** bill prints on the 27th of the month. Any service changes or payments made after that date will appear in the next statement. The billing service period runs from the 2nd of one month to the 1st of the following month with a due date on the 22nd of the month.

On July 27, 2024, the bill generated with new charges due August 22, 2024. Please be advised the billing on this account was accurate at that time. However, due to the change of service on July 29, 2024,the current balance owed on the account is lower than the balance due on the current statement. On August 2, 2024, ************** was given the current balance owed on the account.

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: 08/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:08/01/2024
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 7/31/24 my screen went away. I am not sure if it was due to water on my hands or due to phone being dropped previously. I was told I had no insurance because I declined. I am disputing that insurance was declined. Who would decline insurance on a cell phone when they are so expensive. I asked for notes to be pulled up and call be pulled to prove it was declined and not a mistake by a ***resentative. I asked for supervisor and was on the phone for a 1 and 15 min. I was placed on hold for almost *************************************************** to a supervisor. It was not a supervisor it was asurion. The asurion *** was nice, professional and spoken fluent English. She apologized and stated she told him she was not the right place to transfer and he still dropped the call on her. In short Im on hold again with my issue not resolved. Xfinity is a large company they need to do better and train the staff better! Its also not fair to try to handle your business trying to guess words being spoken to you due to language barriers.
Business Response
Date: 08/13/2024

August 13, 2024

BBB of ******************* & ********************
***************************************************************************************************************************

Re:***********************;
*********************************************************
**********************

Case Number:22079006
Date of Notice:August 1, 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 made several attempts to reach ************** via phone and e-mail. However, I was unable to reach ************** via phone. When a customer places an order through ********************** with an agent or online, the customer has the option to accept or decline the Xfinity Mobile Protection Plan. Before September 7, 2023, ************** had 14 days from the order to add the Xfinity Mobile Protection Plan.

If the insurance was selected or added within *************************************************************************** stolen after the Xfinity Mobile Protection Plan was added, the customer would have to place an order for a replacement through Assurant.

Our records show that ************** started Xfinity Mobile services on September 7, 2023, at a retail store, and the ****** Pixel was delivered on September 13, 2023. Our records also show that the Xfinity Mobile Protection Plan was not selected on the order purchase receipt. As a result, Assurant will decline any claims. Additionally, Xfinity Mobile does not offer a loaner phone in the event Assurant declines a claim. On August 12, 2024, I e-mailed the above information to **************. 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:08/01/2024
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.
I terminated my Xfinity internet service be using the service was unreliable and I was not getting the speeds I was paying for. The technician that cane to our house did nothing.Xfinity has charged me a $160 early termination fee and has since sent me to collections. However, I have been engaging Xfinity customer service on NUMEROUS occasions and there have been 5 representatives that said I would be credited back the $160. Additionally, the representative I talked with 2 days ago said the credit was processed and I should see it in my account in 6 hours. I want my account immediately removed from collections with no negative impact. I want the $160 fee immediately posted AND my $30 overpayment immediately refunded back to me.The customer service representatives on the phone have been unhelpful and obnoxious. They will not honor anything the Xfinity chat representatives said they would do to help me.
Business Response
Date: 08/21/2024
August 21, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:*****************************
*********************************************************************

Case Number:22078992
Date of Notice:August 1, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ***************************** regarding Xfinity service.

On September 23, 2023 ****************** accepted a 24-month contractual agreement for the Gigabit Internet effective from October 3, 2023 through October 3, 2025. The agreement included an early termination fee if the disconnection of the account was completed prior to the end of the contract date.

On July 3, 2024, a voluntary disconnection of the account was completed with a stop billing date of June 23, 2024. On July 3, 2024, the account was billed an early termination fee because the disconnection was completed prior to the end of the contract. I verified that the early termination fee is valid.

On July 28, 2024, ****************** communicated via online chat with a representative who advised the early termination fee would be waived. No credit was applied to the account for the early termination fee. On August 9, 2024, a courtesy credit was applied to Ms. ******** account for the remaining balance owed. The credit will reflect on the billing statement dated September 3, 2024.

I made several attempts to contact ****************** via telephone and email, however, my attempts were unsuccessful. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

**************
Executive Customer Relations
Customer Answer
Date: 08/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and satisfied they are honoring what their 5 customer service representatives told me about the credit to my account due to the lack of internet service they were providing me. I did call ***** back several times as well as email and received no reply.

Regards,

*****************************
Initial Complaint
Date:08/01/2024
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.
Comcast has yet to reply to my initial BBB report. I emailed and contacted several times. Reported inaccuracy on my credit
Business Response
Date: 08/19/2024

August 19, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       *********************
            , GA 30127

               Case Number:                     22078869
            Date of Notice:             August 1, 2024

Dear *** or Madam:

This letter 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. Unfortunately,my attempts were unsuccessful. However, as outlined in our response from March 22, 2024, ********************* has three accounts with outstanding balances. The balances must be resolved to have them removed from the credit report. I need to speak with ********************* directly to address the concerns raised in the complaint. I apologize for any inconvenience experienced while attempting to resolve this matter.

I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:08/01/2024
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.
We are an ************************* with over 100 apartments. Half of the residents cannot get service. We were told they were coming and they have not shown up for 6 different appointments to fix the problems!
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       *******************************
            *************************************************
            *******,** 30339

Case Number: 22078735
            Date of Notice:             August 1, 2024

Dear Sir/Madam:

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

I attempted to contact ************************ who is the director of the assisted living facility via telephone and email several times; however, my attempts were unsuccessful. In order to resolve this matter, contact with ************************ 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 at **************.

Sincerely,

****** (***********
Executive Customer Relations
Customer Answer
Date: 08/15/2024
Please contact me on my direct email at ******************************** or call me at ************
Business Response
Date: 08/21/2024

August 21, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:*******************************
**************************
*****************

Case Number:22078735-Rebuttal
Date of Notice:August 15, 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 ************************ who is the director of the assisted living facility via telephone and email several times; however, my attempts were unsuccessful. I received an automated out of office reply from Ms. *********** email on August 16, 2024 advising she would not be available until August 26, 2024.

I was unable to locate any missed appointments. Contact with the residents to further investigate any service concerns or discuss a compensation request is necessary. ************************ was provided my direct contact number should she require additional assistance. 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 at **************.

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:08/01/2024
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 Xfinity Internet and Xfinity Mobile plan before.1. When I opened the mobile plan, Xfinity confirmed to me that, it's decoupled from Internet.2. Before I terminate my Internet service, I checked with Xfinity online customer service, and they confirmed to me that, terminating internet will NOT impact or change my mobile plan price.After I terminated the Internet, the mobile plan price immediately changes from $35 to $80 per month. And I ever tried to call Xfinity to dispute, but they said my phone number is no more the valid account.This company is totally cheating and misleading the customers to charge their money.
Business Response
Date: 08/16/2024

August 16, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:*************

, ********

Case Number:22078108
Date of Notice:August 1, 2024

Dear Sir/Madam:

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

If you're on our latest price plan and move to a new address that doesn't qualify for Xfinity Internet, Xfinity Voice, Xfinity TV, or if you cancel these services for any reason, you'll see a per month standalone mobile fee per account on future ********************** bills. If youre not on our latest plan, youll see a per month standalone mobile fee per line on future Xfinity Mobile bills if the following services is not maintained: Xfinity or NOW TV, Xfinity or NOW Internet, or Xfinity Voice. This information can be found at *******************************************************************************************************.

I attempted to contact ********** on several occasions via phone, email, and text message regarding his Xfinity Mobile concern(s). On August 5, 2024, ********** responded to the text message contact dont want to discuss this concern.

Records show, on July 29, 2024, ********** disconnected his residential services. The disconnection caused him to be charged a pro-rated standalone mobile fee for each of his two lines due to canceling in the middle of his mobile bill cycle, July 1, 2024, through August 1, 2024. Records show, both Mr. **** mobile lines *****, and ***** were ported out on August 1, 2024, making August 1, 2024, his final bill invoice is due on August 21, 2024. Mr. **** mobile number was considered invalid when contacting customer service due to cancelling residential services, causing the system to not recognize the account although it was still active, as mobile services are not considered standalone services.

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,

**********************
XM Executive Resolutions
Initial Complaint
Date:08/01/2024
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.
Complaint Description:I am filing this complaint against Comcast/Xfinity due to persistent issues with my internet service and their failure to resolve these problems, resulting in significant inconvenience and financial loss.Service Installation and Initial Issues:My account was opened when service was installed on June 5, 2024.I immediately encountered issues with receiving a stable internet connection.Faulty Modem and Unfulfilled Promises:Upon reporting the problem, Comcast/Xfinity acknowledged that the issue was due to a faulty modem and assured me a replacement would be sent.Despite these assurances, the replacement modem was never sent.Purchase of Ineffective Equipment:To stabilize my internet connection while waiting for the promised modem, I purchased Xfi Pods on June 28, 2024.The Xfi Pods failed to improve my internet service due to the underlying faulty modem.Attempts to Resolve the Issue:I spent a total of five hours on the phone or via online chat with Comcast/Xfinity, with my last attempt being on July 18, 2024.Despite these efforts, the replacement modem was never received.Service Cancellation and Unfair Charges:Due to the unresolved issues, I was forced to cancel my service on July 30, 2024.Comcast/Xfinity informed me that the Xfi Pods were outside of the 30-day return window, and I am now being charged $199 for equipment that was ineffective due to their failure to provide a functioning modem.Desired Resolution:I am seeking a full refund of $199 for the Xfi Pods. The equipment did not serve its intended purpose due to Comcast/Xfinity's failure to provide a working modem. I am willing to pay the remaining balance of my final bill, excluding the cost of the Xfi Pods.Thank you for your assistance in resolving this matter. I look forward to a prompt response and resolution.
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
*********************

Re:
                Case Number:                      22077934
                Date of Notice:             August 1, 2024

            *********************
****************************************************************************

Dear Sir/Madam:

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

Our records indicate that on May 20, 2024, the account was enrolled into a 24-month contractual agreement for the Gigabit internet at a monthly rate effective June 5, 2024, to June 5, 2026. The package included a contract discount for 24-months effective June 5, 2024, to June 4, 2026. In addition, on May 20, 2024, a 24-month promotion for the xFi complete service including the wireless modem and unlimited data was added to the account at a monthly rate and included a promotional service discount for 24-months effective June 5, 2024, to June 4, 2026.

The promotional rates did not include additional equipment, service charges or applicable taxes and fees and standard retail rates were to apply at the conclusion of the promotional periods. Monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. The contractual agreement included an early termination fee should all services be fully disconnected before the contract end date.

On June 23, 2024, a work order was entered to the account to ship ************** a self-installation kit for a three (3) xFi pods at a standard rate. On June 25, 2024, the self-installation kif for the three (3) xFi pods were delivered to his residence. This resulted in the charge for the three (3) xFi pods applying to the account on June 28, 2024, and appearing on the July 1, 2024, billing statement.

On July 1, 2024, a billing statement issued for services billed from July 5, 2024, to August 4, 2024. On July *******, a disconnection order was entered to the account to terminate services effective August 5, 2024. On July *******, a credit was applied to the account to discount the account balance. The credit reflected on the August 1, 2024, billing statement.

The billing notations from July 18, 2024, ************** requested a self-installation kit for a new wireless modem to be shipped to his residence however, the agent was unable to process the order as requested due to a billing system error however, the billing system error in which the agent incurred in which prevented the order from being entered is unknown.

On August 1, 2024, a billing statement issued a balance which includes the unpaid balance for services billed from July 5, 2024, to August 4, 2024, and new charges for services billed from August 5, 2024, to September 4, 2024, including the Gigabit Internet service, xFi **************** and a late fee received on August 1, 2024, with the due date of August 22, 2024.

On August ******, the Comcast wireless modem was returned and removed from the account. On August 2, 2024, I spoke with ************************* wherein a service visit to address the service issue was declined and a request of disconnection was requested. I confirmed the ordered was placed on July 30, 2024, with the completion date of August 5, 2024. On August 2, 2024, ************* returned the three (3) xFi pods to a Comcast service center in his area.

On August 5, 2024, the pending disconnection order was completed at which time the account was disconnected reflecting the disconnection billing stop date of August 5, 2024. On August ******, the account generated a final balance which consist of an early termination fee (generated on August 5, 2024), the three (3) xFi pods package charged on June 28, 2024, and charges for services billed from July 5, 2024, to August 5, 2024. The final balance appeared on the August 5, 2024, billing statement.

On August 6, 2024, a credit was applied to the account to cover the cost of the services billed from August 1, 2024, to August 5, 2024. The credit will appear on the final billing statement dated September 5, 2024. On August ******, I sent an email to ************* providing this information. I explained that due to the xFi pods being returned after the 30 days return policy window, the compensation request for the return of the xFi pods has been declined.

In addition, we have no records of ************** reporting or receiving multiple service calls to address services issues while he was an active customer prior to the termination of services on August 5, 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
Customer Answer
Date: 08/20/2024
[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: 22077934

I am rejecting this response because:

Thank you for forwarding Comcasts response to my complaint. I would like to address several inaccuracies and provide further clarification on the issues I experienced.
1. Billing Issues: Comcast acknowledged a billing system error that prevented them from shipping a replacement modem on July 18, 2024. This error resulted in inconsistent, poor, and generally unacceptable service, as the faulty modem remained unaddressed. The order for the new modem was made within the 30-day return window of the Xfi Pods, clearly indicating that there was an unresolved issue with my internet service. The ongoing service problems due to the faulty modem directly impacted the performance of the Xfi Pods, leading to my decision to cancel the service.
2. Return of Equipment: I understand that the Xfi Pods were returned slightly outside of the 30-day return window. However, these pods were purchased under the impression that they would resolve the connectivity issues caused by the faulty modem, which Comcast failed to replace despite my repeated requests. The inability of the Xfi Pods to perform as expected was directly related to these unresolved modem issues. Given these circumstances, I believe that a refund for the Xfi Pods is warranted, as the product could not function as intended due to the service issues on Comcasts end.
3. Service Calls: Comcast claims that they have no record of multiple service calls to address the issues I was experiencing. I made several calls, utilized the chat function in the Xfinity app, and engaged with a representative via text. While I did not log every phone call, I have a text chain that began on July 16, 2024, documenting numerous conversations with support agents. Unfortunately, the chat function in the Xfinity app did not allow me to download transcripts, as the "Download Transcript" button simply inserted the text "Download Transcript" into the chat. I urge Comcast to re-examine their records and rectify this issue within their app.
4. Time Spent on Resolution Attempts: I spent over five hours across various platformsphone, chat, and textattempting to resolve the significant issues with my internet service. Despite these efforts, at no time did a support representative suggest a service visit, which might have resolved the issues sooner.
I respectfully request that Comcast reconsider its stance on the refund for the Xfi Pods and acknowledge the extensive efforts I made to resolve the service issues. I believe these points highlight the challenges I faced and justify the relief I am seeking.
Thank you for your attention to this matter.
Regards,

*********************
Initial Complaint
Date:08/01/2024
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.
In April 2024 I submitted a complaint regarding my longstanding account with ********************** (#****************). The complaint was due to my contacting customer service to renegotiate my contract with them because my existing contract was going to end in April and I needed a better price. I spoke to someone in another country named **** and she ultimately ruined my account. It was a complete fiasco with crazy charges and apparently she entered the wrong bank account information so my payment bounced, but it never went through my bank because she had the wrong information. I was contacted by someone named ***** from ************************** in May and she was able to supposedly fix it. I made my payment by phone on June 11, ********************************************************* June I went into my account to set up my autopay with my bank account because I needed to save the extra $10.00 a month. I went in and clicked on the account information. I received a text from Xfinity on July 12th saying thank you for your payment, but apparently the account is STILL reverting to the incorrect bank info. I have had Xfinity for many years and never once paid late. Now because of the customer service person overseas who put in the wrong information, I've acquired a $25.00 reversed bank fee (my bank never returned anything because they didn't receive anything!!!) and now ***** is telling me that I am no longer allowed to set up autopay because of these two attempts to pay with my bank account. I'm so upset about this! I never did anything wrong, the customer service ***** overseas messed everything up with me and now ***** in ******** created a ticket for fixing it, but I just received a text saying it was resolved?? (Attached) Nothing is resolved and I've already spent countless hours trying to fix my account since April. I want the $25.00 fee REVERSED and I need to be able to set up autopay as I was not at fault. I should owe them $209.51 on August 11th, nothing more! Help!
Business Response
Date: 08/07/2024
August 7, 2024

BBB of ******************* & ********************
********************************************************************************************
*********************

Re: *****************
****************
***************************

Case Number: 22077683
Date of Notice: August 1, 2024

Dear Sir/*****:

This letter 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. Our records indicate on June 26,2024, ************ updated the Automatic Payment information online. On July 13,2024, a bank payment posted to the account.

On July 19, 2024, the payment reversed, and a returned payment fee was assessed. On July 19, 2024, a bank payment block was placed on the account as a result of the returned payments.Subsequently, Automatic Payments were also discontinued. On July 25, 2024, a credit card payment was processed to the account.

On August 2, 2024, the payment block was removed, and ************ can now add and edit bank account information to re-enroll in Automatic Payments. Once re-enrolled, ************ can resume receiving the Paperless Billing and Automatic Payment Discount.

On August 2, 2024, as a courtesy, a credit was applied to the account and will reflect on the August 19, 2024, billing statement.

On August 6, 2024, I communicated with ************ via email, at which time she explained that she logged into her account and feels that her concerns are resolved. I apologize for any inconvenience that *** have been experienced while attempting to resolve this matter.

I trust that this letter 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:08/01/2024
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 have been with Xfinity for 16 years and I have been with Xfinity mobile for 3 1/2 years. I have three phones with Xfinity mobile I am still paying insurance on my phone, but they will not let me turn it in to get a new phone nor will they let me purchase a new phone because they said I only supposed to have free phones. Thats what my credit is, so that I can have three phones even though I just want to purchase another phone because the phone that I have does not work and I have gone through several representatives and they will not uphold their insurance policy. They are supposed to let me send the phone back to get it fixed. Im pay insurance $12 a month for insurance and they still will not let me send my phone in to get it fixed nor will they let me buy a new phone
Business Response
Date: 08/19/2024

August 19, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re:*************************
*****************************************************************************

Case Number:22077632
Date of Notice:August 1, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.

On August 7, 2024, I spoke with **************** regarding her Xfinity Mobile concern(s). On November 24, 2024, our records confirm that **************** purchased an Apple iPhone 13, in 24-monthly installments, on the ************** plan. The device was delivered and activated on November 29, 2021. The Xfinity Mobile Care protection plan was added on to the order for this device also.

**************** expressed that her iPhone 13 was experiencing issues with the speaker while making phone calls. As a result, claim number ******** was submitted with Assurant fast claim and was approved. **************** will be contacted by Assurant to facilitate the shipment of the replacement device to her service address.

As of August 12, 2024, **************** has a limited amount in available credit to place a phone on device payment plan (DPP). A phone can be purchased in full on the order date by **************** at any time she wishes to add a line to the account. I apologized for any inconvenience this may 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 Mobile Specialist

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