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Comcast CorporationThis business is NOT BBB Accredited.
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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
- 27,513 total complaints in the last 3 years.
- 8,958 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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 IssuesStatus: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.
About once a week I receive a phone call from Comcast trying to sell me a subscription. This has been going on for months. I have not done business with Comcast in years. My phone number is registered with the *** as a do not call number. Therefore it is illegal for them to solicit by phone. I have informed them of this fact as well as asking them to stop calling me. But at 12:45 PM, Thursday, Aug. 1 they called yet again.Business Response
Date: 08/21/2024
August 21, 2024
BBB of ******************* & ********************
********************************************************************************************
*********************
Re: *********************
**********************************
***************, IN 46814
File Number: 22077559
Date of Notice: August 1, 2024
To the Better Business Bureau:
This letter is in response to the above-referenced complaint submitted to your office by *********************.
Customer ****************** investigated *********************** concerns and determined that the interactions were likely part of a scam perpetuated by an unknown third party. Mr. ******* telephone number, **************, has been on the Comcast Do Not Call List since February 16, 2009, and Comcast did not contact **************** during the time period referenced in the complaint.To verify the legitimacy of any callers that claim to be from Comcast, customers can call **************************.******************** also posts information about potential scams on its security alerts page and advises customers about common fraud techniques and ways to avoid them.
On August 12, 2024, a Comcast Customer ****************** technician called ********************* to explain the above information.
I trust this letter provides your office with the information required in this matter.
Sincerely,
Comcast Customer ******************
************Initial Complaint
Date:08/01/2024
Type:Customer Service IssuesStatus: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 subscribed for Xfinity's internet service, but Xfinity changed my internet plan from 50 Mbps to 500 Mbps without notifying me and gaining my authorization, and charged me from $9.99 per month (after APE credit) to $111.21 per month in July. I also paid $130 in June. After I found out this problem, I reported to Xfinity three times and Xfinity's assistance promised me to adjust my bill back to $9.99 but no real action has ever been taken by them. They only provided me with an extra $20 credit and I still face an expensive bill of $91.21. I spent several hours in the past month communicating with Xfinity's agents about my problem, but no one takes me seriously. I want Xfinity to adjust my bill back to $9.99 as I was supposed to pay, provide me with an apology, and compensate me for all these wasted time and efforts.Business Response
Date: 08/08/2024
August 8, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: Yuye Ding
************************************************
**********, PA 15207
Case Number: 22077527
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 ************ regarding a billing concern. I reviewed her billing statements and confirmed that up until July 25, 2024, she has been subscribed to Performance Internet at a promotional monthly rate and up until November 19, 2023, she was receiving a monthly discount for enrolling in autopay and paperless billing. I further explained that the last ACP benefit credit was applied to the account on May 23, 2024.
Our records reflect payments were not received for the following billing statements: February 25, 2024, March 25, 2024, April 25, 2024, May 25, 2024. A late fee was assessed to the account on June 25, 2024.
Our records indicate a payment was received on June 28, 2024, leaving a balance owed and was included the monthly bill for Performance Internet, when a portion of the promotional discount expired on June 29, 2024, from their 24-month agreement.
************ was previously subscribed to a 24-month agreement for Performance Pro Internet at a monthly rate, effective June 1, 2022, through June 1, 2024. The promotional rate was effective June 1, 2022, through June 29, 2024. In addition, a promotional rate was effective June 30, 2024, through June 29, 2025. At the conclusion of the promotion, standard retail rates would have applied. Equipment, taxes and fees are not included in the package price.
I confirmed that ************ is currently subscribed to Internet Essentials at the regular retail monthly rate, which became effective on July 25, 2024. As a one-time courtesy, I applied a credit on August 2, 2024. In addition, our records indicate a credit was applied to the account on July 31, 2024. Both credits will appear on the August 25, 2024, billing statement.
Please be advised the billing on this account was accurate at that time. 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 RelationsCustomer Answer
Date: 08/11/2024
[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 kind acceptable to me. But please notice Xfinity never gave me any notification of forthcoming policy change.
Regards,
*****************Initial Complaint
Date:08/01/2024
Type:Service or Repair IssuesStatus: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.
Around November 2021 we moved into our current address (***********************************************) and had Xfinity/Comcast install internet/cable service. The service was installed and connected an we were told someone would return to bury the exposed underground cable. This did not occur, we called and someone came and buried the cable when we were not home; however, they damaged underground sprinkler and drain systems and did not make us aware. The broken items were thrown into our wooded area and covered with leaves. The problem was not discovered until we experienced flooding in our backyard. We contacted them numerous times and were promised that the situation would be corrected but it still hasnt been resolved. Their representatives came out on multiple occasions and we were told to get estimates and turn them in, which we did, all along the way being informed the problems and property damage would be taken care of. We have incurred expenses for on-site repair estimates and further damage due to continued flooding and water erosion. We would just like the issues taken care of and resolved as promised, but now no one will return my calls or advise us of how to proceed and your assistance would greatly be appreciated. Thanks. I can be reached at:***************** ************Business Response
Date: 08/08/2024
August 8, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re:*****************
****************************;
**********************
Case Number:22077298
Date of Notice:August 1, 2024
Dear Sir/*****:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************, an authorized user on the account, regarding ********************** service.
Our records indicate that a previous ticket was created on April 5, 2023, for the damage complaint. Per the resolution of that ticket, ************ did not provide any invoices, so ticket was closed on October 31, 2023. On August 2, 2024, I spoke with ************ and advised we initiated a new investigation into his claim for the damaged sprinkler & drain systems from November 2021.
On August 2, 2024, I was able to get a ticket created for the damage claim concern. Per resolution on the new ticket on August 5, 2024, this claim was denied. As per the original investigation two years ago, the only damage was a plastic drain spout for which the drop bury team offered to replace; however, ************ said there was no need and advised he would take care of it. No invoices were provided related to any work completed as a result of the reported damage. The current request for compensation for damages in excess of a thousand dollars is not justified based on our findings, and has been respectfully denied.
After our investigation, it was determined that no damages beyond the plastic drain spout were caused by Comcast. On August 7, 2024, I advised ************ of the above information. 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,
Queen Q.
Executive Customer RelationsInitial Complaint
Date:08/01/2024
Type:Product IssuesStatus: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.
Canceled service first week of ***** **** payment went through the following week by Xfinity. June 30th they said in a chat log the refund will go to the card on file. July 18th they said and email will be sent within 7 days to confirm refund payment, August 1st and no email and again they said 7-10 business days the refund will be returned.Business Response
Date: 08/19/2024
August 19, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***********************
, ********
Case Number:22077255
Date of Notice:August 1, 2024
Dear Sir/*****:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
I made several attempts to contact *********************** via telephone and email; however, my attempts were unsuccessful. Our records indicate that a refund was released for processing on August 2, 2024. The refund was redeemed on August 12, 2024, via www.xfinityrefunds.com. There is no additional action required from Xfinity. In order to resolve any additional concerns, contact with *********************** is necessary. I apologize for any inconvenience experienced while attempting to resolve this matter.
I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
Gay R.
Executive Customer RelationsInitial Complaint
Date:08/01/2024
Type:Product IssuesStatus: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.
Sub: Comcast Account No- ******************* The above mentioned service was cancelled on April 30, 2024 and the equipments were returned on May 1, 2024 to comcast office located at *************************************************. An Order cancellation No: **************** was provided by the same office. As per the Comcast representative I was supposed to receive the refund amount of $ ***** between 2 to 3 weeks time. Since I didn't receive any refund after 40 days, I contacted Comcast on July 22, 2024. As per the Comcast representative, I was supposed to get a refund to my credit card within couple of days and provided me with a reference number ECM0008484600.As of today, August 1 2024, [more than 90 days] I didn't receive any refund and again contacted Comcast. Comcast Representative suggested me to contact the refund company and provided with a contact number ************. As per the ************** representative, they have no idea about this account and the refund process, suggested me to contact comcast for the refund issue. It is clearly evident from the above that the Comcast is not willing to refund the balance.Business Response
Date: 08/14/2024
August 14, 2024
BBB of ******************* & ********************
******************************************************************************************
**********************
Re: ***********************************
************************************************************************************
Case Number: 22076910
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 Mr. *********************************** and our records show a refund was released on May 17, 2024, from the account ending in 0253 and applied to the credit card ending on file on May 22, 2024. ************************** was advised to contact their financial institution for information on the refund. Xfinity no longer has the funds. 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,
Gay R.
Executive Customer RelationsInitial Complaint
Date:08/01/2024
Type:Customer Service IssuesStatus: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 Xfinity cable went out Saturday, July 27. *** received multiple text messages stating the outage has been identified and a date/time power was restored but yet I still dont have cable services. All the customer service numbers and representatives direct me to an automated service which continues to state that an outage has been identified and restore services by a date/time provided. Yet, I still dont have cable (8/1). The **** I spoke with are unable to identify the problem and assist me. My call transfers to an automated service stating another date/time cable will be restored. There has been no one to speak with to identify the problem and give me a correct date/time that my cable will be restored. Yet Im expected to pay the full cable bill amount with no regards to an apology or discounted rate for inconvenience.Business Response
Date: 08/20/2024
August 20,2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: *************************
*********************
*******, IL 60652
Case Number: 22076837
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.
I made several attempts to contact ************************* via telephone and email. Although I was unable to reach ************************* a review was completed on the account. Our records indicate that on July 27, 2024, an outage interruption ticket was open due to a residential power outage that was resolved on July 28, 2024, when power was restored. On July 31, 2024, an outage interruption ticket was open due to an automobile accident that damaged the plant, which was resolved on July 31, by sending to construction. On July *******, an outage interruption ticket was open due to external source provider that may have been because of the automobile accident also on July 31, 2024,where it was resolved on August 2, 2024. As of August 7, 2024, **************** equipment is within Xfinity specifications.
On August 7, 2024, I placed a credit on the account for the two day of service issues that will reflect on the billing statement dated September 3, 2024. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust 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 RelationsCustomer Answer
Date: 08/21/2024
**** left me one voicemail message and one email message, that I accidentally erased. Ive called and left a voicemail message for **** at ************. And have called three times in which I get a generic message stating the *** isnt available. None of the Comcast customer ***s were able to explain the outage for two weeks and an automated service was inaccurate and impersonal. Its an insult to give me a refund less than 1% ($2.90) the $300 plus cable bill for no cable and internet service x two weeks with absolutely NO explanation and an automated service stating power will be restored soon.
Initial Complaint
Date:08/01/2024
Type:Product IssuesStatus: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 called Comcast on the 20th of July to place an order for the Storm Ready Wifi device. I was told I can return within *************************************** **** Since a store @ ****************************************************************** is across the street from work I returned it on 30th of July. The rep told me I am not allowed and refused the return. I called Comcast and they said I can in fact drop it off at that store and there is no reason the store has to refuse in fact they are not allowed to refuse the return of their product. On the 31st I went back to the same store and tried to return with another rep stating there manager said dont accept over the phone but Comcast Corporate as well as there website indicates that I can return to the store. I filled out the return request online and called Comcast Corporate and they verified I can return to this specific location. After leaving the equipment with the rep at the store, the rep then charged my account for $245. I called Comcast again and they also agreed that there is no reason to retaliate because they in fact verified they have the equipment and there is extensive notes and pictures showing I returned and they refused to provide a receipt but billed me for the equipment. The company is having a difficult time trying to fix this. Now I have a bill that $245 more than usual for what is termed as an installation fee. Although no one came to my home to perform an installation.Business Response
Date: 08/08/2024
August 8, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re:*********************************
*********************************************
*****************
Case Number:22076827
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.
On August 2, 2024 and August 7, 2024, I spoke with ********************* who is not an authorized user on the account in question. Accordingly, no account information was discussed or released. **************** would need to be added to the account as an authorized user by the account holder *********************************.
Xfinity Storm-Ready Wi-Fi (***) includes a Storm-Ready device and Battery Backup to help keep your home online for up to four hours through network and power outages with cellular data at no additional charge. If a customer rents a XB7 or XB8 Gateway, the Storm-Ready Wi-Fi can be added for a monthly charge for 36 months or a one-time payment. If the customer disconnects ********************** TV, **********************, Voice, and Home, the remaining balance of the installment plan becomes due.
The *** device is subject to the Comcast 30-day money back guarantee and *** be returned for a full refund within 30 days of original purchase date. After 30 days, the equipment is non-returnable.
To initiate a return for refund, complete the online form at *********************************************************.
Once completed, an email confirmation will be received with next steps on how to return the equipment, as well as details on how your refund will be processed. However, if the customer purchased the *** device at a ********************** Retail Store, they *** return it to the store. If the customer is unable to complete the online form, the customer will need to speak with a ******************** agent who will submit a ticket for assistance with the return. The customer can then return the *** device to a *** Store or a Xfinity Retail Store.
Although, I was unable to speak with ************************, a review was completed on the account. Our records indicate on July 20, 2024, a *** device was ordered, and the first installment was charged to the account that same day. This reflected on the July 27, 2024 billing statement. On July 24, 2024, the *** device was delivered.
On July 22, 2024, a courtesy credit was applied to the account. This reflected on the July 27, 2024 billing statement.
On July 29, 2024, a courtesy credit was applied to the account. On July 31, 2024, a courtesy credit was applied to the account to waive the shipping and handling fee charged on July 20, 2024. On July 31, 2024, the *** charge code was removed from the account and the remaining balance for the device was charged to the account. This will reflect in the August 28, 2024 billing statement. There is no record of an installation fee being applied to the account.
On August 1, 2024, the *** return email form was received. On August 2, 2024, this concern was forwarded to the Xfinity store manager to verify the *** device was returned. On August 6, 2024, it was confirmed that the device had been returned. On August 6, 2024, I applied a credit to the account to waive the remaining balance owed for the *** device. This will reflect in the August 28, 2024 billing statement.
Please be advised the billing on this account is accurate. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this 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 RelationsCustomer Answer
Date: 08/08/2024
[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 IssuesStatus: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 have just moved here and Xfinity is the only wifi option at our address. A technician is needed to come into the house and connect the cable and equipment. There was an appointment set for Tuesday between 1:00-5:00 and no one from Xfinity showed up. Then when I called to check on it, the Xfinity representative told me there was no record of the appointment, so he rescheduled it. The same thing is happening today. The appointment is scheduled between 10:00-12:00, yet the texting assistant has no record of it. I have been unable to get a live person on the phone so far today. This is only a brief description of the problems we've had so far with Xfinity and we have yet to have any wifi at our new home!Business Response
Date: 08/08/2024
August 8, 2024
BBB of ******************* & ********************
******************************************************************************************
**********************
Re: *******************
****************
*******, GA 30666
Case Number: 22076741
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 July 14, 2024, Ms. ****** account was activated with a self-installation. On July 28, 2024, ************** contacted Xfinity to report a failed self-installation, and a professional installation was scheduled for July 30, 2024. On July 30, 2024,the appointment was rescheduled as there was no access for August 1, 2024. The account was rescheduled again for August 1, 2024, as there was no access for August 2, 2024. Our records indicate that a technician was not assigned for both days, which delayed the professional installation. On August 2, 2024, a professional installation was completed activating Ms. ****** modem. On August 6, 2024, I spoke with ************** and confirmed that the service is working correctly.
On August 1, 2024, a billing adjustment was applied. On August 6, 2024, a billing adjustment was applied.The credits will be reflected on the August 10, 2024 billing statement. 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 RelationsInitial Complaint
Date:08/01/2024
Type:Billing IssuesStatus: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 writing to express my deep frustration regarding an unresolved billing issue with Comcast/Xfinity that has persisted for several years. As a loyal customer for over a decade, this ongoing problem has been particularly disheartening.In June 2019, I requested the termination of my service at my *******, ** address and the initiation of service at a new address. Unfortunately, the closure of the Dunmore account was not processed until August 2019, resulting in a billing discrepancy where I was charged $221.00, despite already paying for services at my new location in ***************. Despite numerous attempts over the years to resolve this issue through various channels, including customer service, billing, and management teams, the problem remains unresolved.Most recently, in June 2024, I was informed that my Dunmore account was credited $150.00, with the assurance that the remaining balance would be adjusted to $0, my account would be removed from collections, and my credit report would be corrected. However, a balance of approximately $71.00 still exists on my account, and I have been unable to reach anyone who can provide further assistance or resolve this matter.Despite my numerous attempts to escalate this issue, including requests for supervisor intervention, I have not received any callbacks or meaningful assistance. This situation not only affects my trust in Comcast/Xfinity but also has the potential to damage our long-standing relationship irreparably.I kindly request immediate attention to this matter and a resolution as soon as possible. I hope to hear from you soon with a satisfactory resolution to this issue.Business Response
Date: 08/19/2024
August 19, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re:***********************************
******************************************************************************
Case Number:22076505
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 services.
On August 2, 2024, and August 5, 2024, I spoke with ********************** regarding her concerns. Our records indicate that for the account ending in 9031, ********************** consented to a 24-month contract for the ** Double Play package on February 22, 2019, which included Blast! Internet and Xfinity Voice for 12-months, then a different promotional price months ***** came into effect. This contract was effective on February 25, 2019, and had a contract expiration date of February 25, 2021. Additional discounts, services, equipment charges, taxes and fees are not included in this promotion price.
Our records indicate that ********************** requested a new account, account ending in 5129, which was opened on June 3, 2019. Our records do not indicate that ********************** requested her services be transferred from account ending in 9031 to her new account. Our records do not indicate that the account ending in 9031 was requested to be disconnected on June 3, 2019. On June 3, 2019, on account ending in 5129, ********************** consented to a new 24-month contract for Select Double Play package which included ******************** and Performance Pro Internet. This contract was effective on June 3, 2019, and expired on June 3, 2021. Additional discounts, services, equipment charges, taxes and fees are not included in this promotion price.
Our records indicate on September 22, 2019, ********************** contact Xfinity and requested the account ending in 9031, be disconnected. Due to the account ending in 9031 having an active contract, ********************** was charged an Early Termination Fee(s). Our records indicate that ********************** was sent billing statements with her final balance due for the account ending in 9031 on September 22, 2019, and October 22, 2019. Due to having a past due balance on the account ending in ******************************************** 2019. Xfinity does not have record of ********************** contacting us in 2019 to dispute these charges, as a result, the collection notice received is valid.
Our records indicate that ********************** spoke with a Xfinity representative on June 4, 2024, who provided her a one-time courtesy credit. Once this credit was applied, it left a remaining balance on the account. On August 5, 2024, as a courtesy, I provided a one-time credit for the remaining balance. These credits will not be seen on a statement as the account is disconnected. 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 **************.
Regards,
****************
Executive Customer RelationsInitial Complaint
Date:08/01/2024
Type:Product IssuesStatus: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.
Case Number ********** In July 2024, I contacted xfinity to increase the security of my internet as I had been having frequent issues, including two credit cards that were compromised in the same month. After speaking with the customer loyalty department, they had agreed to send the next model needed for the highest security equipment only for me to discover later that this renewed my contract. At that point, I transferred services to another provider. Since then, I have contacted comcast/xfinity, 4 additional times to discuss my return equipment, to cease billing, to ensure I had the contract removed, to discuss a refund for the month that I paid in advance. During the 4th phone call, after receiving a second bill for even more money ~10 days after my last bill, I again called and I was assured I would be receiving a full refund and provided with the case number cited. Earlier this week, I received *another* bill and called for the 5th total time. I was told that their records showed I could receive a refund for ***** (to be applied to my next bill), with what I had already paid for services that had long since been transferred. I requested a record review and provided my case number and was then told I could expect the *full* 110 refund in the next ***** hours. I just received a *partial* refund for ***** and would like assistance on collecting the rest of the money that I paid in advance for services I did not use and had already shipped the equipment back weeks ago. It would be greatly appreciated if I could have some assistance in securing my refund as comcast/xfinity has had almost half a dozen chances to correct their error, and have yet to do so accurately. Hopefully, they will also remove the account that I still continue to be billed twice a month for. Many thanks.Business Response
Date: 08/20/2024
August 20, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re:*************************;
, ** 17048
Case Number:22076506
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.
I made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. ******************** records indicate the services on the account disconnected on July 21, 2024, with an effective date of July 11, 2024. On June 29, 2024, the modem rental fee was removed from the account and a prorated credit was applied to the account and a proration debit was applied to the account, when xFi Complete was added to the account. Our records further indicate the last payment, which was applied to the account on July 10, 2024, was the amount owed from the June 16, 2024, billing statement for services from June 21, 2024 through July 20, 2024. Proration credits were applied to the account on July 21, 2024, resulting a credit balance.
The July 21, 2024, billing statement reflected a credit balance, which was processed as a refund on July 26, 2024, back to **************. ************** confirmed she received the refund in her complaint.
Please be advised the billing on this account was accurate at that time. Further credit and/or refund are not warranted and respectfully denied. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
I trust 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 **************.
Regards,
************
Executive Customer Relations
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