Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:07/31/2024

  Type:Product 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 contacted Xfinity after a recent trip my family and I took. While on a cruise to the *******, unbeknownst to me when we turned our phones back on, they were not in airplane mode, unfortunately racking up roaming charges in less than 5 minutes. While on the ship we had an internet package that allows us to talk and Xfinity is still charging my son, who is fully not aware of any roaming activities and the cost that incur. Its not fair being a loyal, long lasting customer that ********************** would not even consider helping us in this matter. I am to the point that I am ready to cut my lost with this company.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ************************************
              NJ 08094
  
                  Case Number:      22073359
                  Date of Notice: July 31, 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 2, 2024, I spoke with ************************* regarding her Xfinity Mobile concern(s). I advised that the roaming charges are valid due to usage of the cellular network while roaming internationally. I advised that based on the account notes, a partial credit was approved and would be honored. On August 2, 2024, a courtesy credit was applied. The request for further compensation has been respectfully declined. 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,
  
  
  **************
  XM Executive Resolutions
  ************** Extension *******

  Customer Answer

  Date: 08/16/2024

  [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:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a Comcast customer for many years and I canceled my service with them yesterday because the previous customer service representative I spoke with signed me up for what I thought was a lower price plan turns out he took my personal information and signed me up for Earthlink Internet without me knowing! An Xfinity employee did this! Xfinity did NOTHING on this matter and still threaten to send my account to collections.

  Business Response

  Date: 08/27/2024

  
  August 27, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  
  Re:       ***** Del *************************
  
              , IL 60110
  
                Case Number:                    22073006
              Date of Notice:             July 31, 2024
  
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** Del *************************.
  
  Regarding the employee conduct concern, we take complaints about employee or contractor conduct seriously. A Security Investigator has thoroughly investigated ***** Del ***************************
  complaint and the allegation could not be substantiated.
  
  A Comcast ***************** Assurance technician called ***** Del ************************* to explain the above.Unfortunately, all attempts to contact ***** Del ************************* were unsuccessful.The Comcast ***************** Assurance technician left a message with direct contact. Contact with ***** Del ************************* is required for further assistance with this matter.
  
  Regarding the billing concern, ***** Del ************************* subscribed to Connect More Internet, with an additional monthly charge for Internet/Voice Equipment Rental. On January *******, ***** Del ************************* entered into a repayment plan for the past due balance to be paid back in twelve monthly installments.
  
  On July 1, 2024, a billing statement was generated with a balance due that included an unpaid balance forward for services previously billed June 4, 2024, through July 3, 2024. New charges for service billed in advance from July 4, 2024, through August ******.
  
  On July 30, 2024, a voluntary disconnection of service was completed. This is reflected on the billing statement dated August 1, 2024, for service up to July 30, 2024, and the remaining installment payments seven through twelve. Upon disconnection of service, any remaining balance of the repayment plan becomes immediately due. The outstanding balance is valid.
  
  On August 20, 2024, an Executive Customer Relations specialist called ***** Del ************************* to explain the above information.
  
  Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  Executive Customer Relations
  **************
  

• Initial Complaint

  Date:07/31/2024

  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 canceled my ******* account march of 2023. I was still charged till June of 2024. I called many times to cancel and get a refund during that period of time. I was told by many people from xfinity and ******* I was going to receive a refund but haven't.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  *************************
          ***************************
          Athol, ID *****
  
          Case Number:    22072958
          Date of Notice:   July 31, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** 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 ************** contacted customer service on June 22, 2024, requesting a credit for **************** A customer service representative explained to ************** that he would need to contact ******* to dispute the charges. The representative provided ************** with *******s customer service telephone number. As a result, the credit request is unjustified and has been respectfully denied. 
  
  I reviewed **************** account and determined that the charge for ******* first reflected on **************** June 30, 2023, billing statement and was last reflected as being billed through June 28, 2024, which showed on the June 11, 2024, billing statement. 
  
  Please be advised the billing on this account was accurate at that time. I apologize for any inconvenience that may 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,
  
  
  ******************
  Xfinity Executive Customer Relations
  
  

• Initial Complaint

  Date:07/31/2024

  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 Saturday, July 27, my iPhone 14 Pro Pro Max went completely blank. I wasnt able to make phone calls or receive them. I contact my cell phone provider Xfinity mobile. Xfinity advised me to take my iPhone 14 Pro Max to Apple to get repaired. The phone Wasnt repairable. I was then instructed by Xfinity mobile to file a Asurion claim to get my phone replaced. When trying to file the assure on claim, the records with ******* indicated that the phone on file was a iPhone 11 Pro Max. it Xfinity mobile we have to change their records to indicate that I actually upgraded my mobile device two years ago to an iPhone 14 Pro Max. Its been almost one week and I still havent had the ability to file a claim to receive a replacement device. Because its ********************** has not updated their records

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  Better Business Bureau
  ***************************************************************************************************************************************************************
  
  Re:       *****************************
              **********************
              ***********, ********
  
              Case Number:               22072513
              Date of Notice:             July 31, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  Our records indicate ***************** started service with Xfinity Mobile on May 20, 2019, and currently has three active lines. On December 1, 2022, ****************** added a New Device on an Existing Line by purchasing an Apple iPhone 14 Pro Max on a device payment plan for 24 months for the mobile line ending in 1659. ****************** did purchase Xfinity Mobile Care, and the Apple iPhone 14 Pro Max is covered for lost/stolen/damaged. However, due to a system issue during activation, the mobile line is not reflecting correctly in the system, which has caused ****************** not to be able to file an insurance claim on the device. On July 31, 2024, an additional line was added to the account to allow ****************** to use her own device,an Apple iPhone X, in the interim. For reference purposes, the mobile line ends in 6242.
  
  On August 1, 2024, I spoke with ****************** regarding her Xfinity Mobile concerns. I submitted a request to update Ms. ******** account with the correct device information.
  
  On August 15, 2024, I followed up with ****************** to advise her the line on the account has been updated to reflect the Apple iPhone 14 Pro Max. On August 16, 2024, ****************** was able to file an insurance claim with Assurant successfully. As a courtesy, due to the system issue and the delay, I applied a credit to the account to remove the remaining device balance for the Apple iPhone 14 Pro Max. In addition, I applied a credit for the ************** charge for the mobile line ending in 1659.Per Ms. ******** request, the mobile line ending in 6242 was cancelled on August 15, 2024, and any charges for the line were credited. The credits applied are reflected on the September 8, 2024, bill invoice. 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,
  
  
  **************
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/31/2024

  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 Friday, 7/26/24 I contacted Xfinity Comcast, as they were changing my monthly fee from $83.00 to $105.00 They offered me a new plan that would be $80/month if I gave them my checking account info for auto withdrawal, which I did. I received a confirmation email which said they would be charging me $85/month.I contacted them today and had them change it to $80, as promised. Then they sent me an email confirmation, the same as Friday's except they slipped in that this would be a 24 month contract, with a $230 early termination fee WITHOUT even mentioning it to me. When I called them back they said it was on the change form I signed today - and I did not notice it. I am only trying to get the plan they offered me on Friday WITHOUT an early cancellation fee that was added today!!! I have spent hours on the phone with them. I have a copy of Friday's confirmation without the early termination fee and a copy of today's email that includes it. Can someone help me as I have spent hours of time on the phone with them.

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  
  Re:   *** Del *****
           *******************
           **************, MD 21078
  
  
           Case Number: 22071941
           Date of Notice: July 31, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** Del ***** regarding Xfinity service.
  
  On August 1, 2024, I spoke with Ms. ************** to address all concerns. Our records show services were placed in a non-agreement 24-promotional offer for Gigabit Internet with a tiered discount between the first and second year on July 26, 2024. The account would receive a monthly discount while enrolled in EcoBill paperless billing and AutoPay. At time of the order, the account was enrolled in AutoPay with a credit card providing a lesser discount than with a bank account. On January 26, 2024, the automatic payment was changed from a credit card to a bank account. 
  
  On July 31, 2024, the account was placed in a 24-month agreement for a 36-month promotional offer for Gigabit Internet. An additional promotional discount would be provided for months *****. The account would receive a monthly discount while enrolled EcoBill and AutoPay with a bank account. The agreement was valid from July 31, 2024, to July 31, 2026. 
  
  On August 1, 2024, the account was placed in a 12-month promotional offer for Gigabit Internet with no agreement. The promotional billing is valid from August 1, 2024, to August 26, 2025. Followed by a discount from August 27, 2025, to August 26, 2026, after which time retail rates will apply. The account receives a monthly discount while enrolled in both EcoBill and AutoPay with a bank account. If either EcoBill or AutoPay is removed the discount will be removed.
  
  The account received a credit related to the billing concern on July 31, 2024. The credit and recent service change will reflect on the next billing statement scheduled to print on August 22, 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:07/31/2024

  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 the morning of July 18, 2024, it was discovered that the siding of my house, all Xfinity cable wires, the cable lock box and the cable line in the pedestal located at the front left corner of my home near the street were all burned. On July 18, I called with an urgent request for a Xfinity technician to do a site visit at my home to investigate the cause of the fire and to ensure my safety. I have spoken with 12 different Xfinity technical support staff including supervisors related to the incident and my need for a Xfinity technician to investigate and repair. I have been issued six different ECM ticket numbers by Xfinity technical support and one case number. A Xfinity authorized contractor arrived at my home on 7/20/2024 to work on my modem without knowing I had an electrical fire; therefore, no operational modem needed repair. A second Xfinity authorized contractor came to my home on 7/25/2024 to make an internet repair and too was unaware of the electrical fire. Neither of the contractors have the necessary skills and training to address the incident. I have been given guaranteed appointments with no technician showing up. On 7/26/2024, I called technical support and was issued a case number and advised that my case had been assigned to a construction team and someone would call me within 72 hours. After no call, I again called technical support and was given a guaranteed appointment for 7/30/2024 with a surveyor to investigate the incident and a maintenance construction team who would be assigned the needed repairs including rebuilding the pedestal. The same Xfinity authorized contractor returned to my home on 7/30 who came on 7/20 and was informed that the electrical fire incident has not been addressed. I have done my due diligence to request scheduled appointments to address my electrical fire and needed repairs. On 7/23, I spoke with a Xfinity supervisor who acknowledged "Xfinity assumed accountability due to an accident at the main line."

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
              *******************
              **********, GA 30039
  
  Case Number:      22069577
                  Date of Notice: August 2, 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 ******, I spoke with ***************** and confirmed that the damage claim has been referred to ********************************* I provided ***************** with Claim Number (P505-582198) and contact number **************. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Queen Q.
  Executive Customer Relations

  Customer Answer

  Date: 08/14/2024

  [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: ********
  
  I am rejecting this response because: a final resolution for complaint #******** has not been achieved. While the property claim P505 ****** was transferred to ******************************** on August 5, 2024, my property still has not been repaired, nor has my personal residential internet, cable and phone line been restored. As a long-term customer of ********************, I have not absolved the company from resolution of the complaint related to an incident occurring July 18, 2024. A final resolution has not been achieved as of this response on August 14, 2024.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/22/2024

  
  August 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *****************************
   
           , GA 30039
  
           Case Number:   22069577 - Rebuttal
           Date of Notice:   August 14, 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 21, 2024, I spoke with **************** wherein a service visit to address the service issue was refused. Without cooperation from ****************, we are unable to provide a resolution for the service issues. Should **************** request the services be re-installed, the Technical Operations team advised that support will be provided to complete the request. 
  
  On August 5, 2024, the Technical Operations team visited the residence regarding the damage complaint. During the site visit, **************** advised that the local utility provider had dug on the property, but she was unaware of the repairs completed. At that time, **************** advised that she would contact her utility company to find out the details of the work completed. On August 5, 2024, Comcast submitted a claim with our insurance provider Liberty Mutual, Claim Number (P505-582198). **************** was provided with their contact number of **************. **************** will need to work with Liberty Mutual to address the damage complaint. 
  
  On August 18, 2024, the Technical Operations team confirmed that Comcast records do not support that an employee or business partner was onsite on July 18, 2024. Our records indicate that the service visit scheduled on July 18, 2024, for July 20, 2024, which was closed after **************** was not at home. Our Technical Operations team has previously provided our findings to Liberty Mutual regarding this claim. **************** will need to work with Liberty Mutual to address the damage complaint. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Queen Q. 
  Executive Customer Relations 

  Customer Answer

  Date: 08/23/2024

  [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: 22069577
  
  I am rejecting this response because: On August 21, 2024, I reiterated to Ms. ***** Q during a phone call and repeated the same position to Mr. ******** during a separate phone that the damage repair to my home needs to be completed before the restoration of my service (referencing my cable TV, my personal residential internet service and my residential phone line). Both of these individuals are employees of Comcast/Xfinity. 

  On July 20, 2024, an Xfinity contractor (as captured in the attached image) arrived on-site to my home to repair my modem. I advised him that my modem didn't need repair because I had no service. I proceeded to take him to the side of my home to show him the fire damage to my home and the burned Comcast cable wires, burned outside cable box which was attached to my home prior to being burned. It was completely destroyed as evidenced of its prior existence on the ground next to other burned cable wire. I also showed this same contractor the outside pedestal with burned cable wire leading directly to my house structure which burned. I was advised by this contractor that the service call would be cancelled since he was not trained to do the job needed. This account can be collaborated by a witness who observed and heard my interaction with the contractor. I did not receive a phone call, nor a text notification of any other contractor making a service call to home on 7/20/2024.

  There should not be any documentation of an on-site service call to my home on July 18, 2024 because one didn't occur. I did request a service call because July 18, 2024 which was the date the fire property damage was discovered at my home. I called Comcast in distress to request an on-site service call which never happened. I didn't make a service call on July 17, 2024; however, there was an Xfinity employee or business partner who serviced the pedestal on July 17, 2024 which is the day before the fire damage to my home, to the cable in the pedestal and to the Comcast cable wires and outside cable box. 
  

  On August 5, I did communicate to a Comcast/Infinity supervisor ******** that the utility company dug on my property. After I lost power on July 18, 2024 and after the fire damage was discovered, I called my utility company due to my power outage and the discovered fire damage. I sent a text with an image of the letter from the utility company to ******** on August 6 and at a later date in an email to Liberty Mutual. I also noted in the text that I didn't file a claim with my utility company, but one was filed on my behalf. 
  

  On August 19, 2024, Liberty Mutual advised me via email that they still had not received a response from Comcast to their questions related to work done on the pedestal on July 17, 2024. The claim was transferred to Liberty Mutual on August 5, 2024.

  My request remains for Comcast to resolve the issue related to my property damage and then services can be re installed. 

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

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  Account # **************** My mother had a stroke in 2022 so I took over her finances as POA. I changed her Xfinity account to my name and cannot get a straight answer regarding the account. I cancled the account to end on July 8th and immediately returned the ************ that time I was told that by canceling the service to end on that date I was free and clear of any additional charges.However I received a billf or ****** supposedly some installment plan.The last *** I spoke to said I was paying on an installment plan approximately $20.00 and could not explain new charges of ******. If I owe I will pay.I asked for a ***ort our since the beginning of the installment plan - charges and payments.The *** said she would look into it but since the account was closed and then mumbled something.She said she was looking into it.I stated you should still have the data the account was only closed a few weeks ago.She actually raised her voice and stated she was looking into it.I see that I was charged for the equipment which was returned and unexplained installment charges to my satisfaction I asked for a supervisor and was left on hold for approximately 45 minutes.This is when I decided to ******* is hard enough managing my mother's health issues AND finances then to have to deal with things of this nature.All I was asking for was a detailed ledger/***ort which should be available and include the initial date of the installment plan.This type of experience is totally unnecessary and is indicative as to why xfinity has such a low score in customer satisfaction.

  Business Response

  Date: 08/19/2024

  
  August 19, 2024
  
  
  BBB of ******************* & ********************
  ****************************************************************************************************************************************
  
  Re:       ****** ****
              ************************
              **************, GA 30087
  
                 Case Number:                     22071400
              Date of Notice:             July 31, 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 9, 2024, I communicated via email with ****** ****, who is authorized on the account, regarding a billing concern. The billing statement issued on April 3, 2024, included a past due balance. On April 5, 2024, a partial payment was received. On April *******, a payment was received to qualify for the Xfinity Assistance Repayment Plan. On April 30, 2024, the account was enrolled in the Repayment Plan to pay the past due balance over 12 months. The payments and the first repayment installment were reflected on the May 3, 2024, billing statement.
  
  On June 3, 2024, a payment was received for the May 3, 2024, statement and reflected on the billing statement issued on the same date. A payment was not received for June 3, 2024,statement and the amount were carried forward to the July 3, 2024, billing statement. On July 4, 2024, a payment was received for the June 3, 2024,statement leaving a balance due. On July 4, 2024, a request was made to disconnect the account with a stop billing date of July 8, 2024. On July *******, the disconnection order was completed. The billing statement issued on July 18, 2024, reflected a balance due for services rendered through July ******, and the remaining installment balance that was accepted on April *******.
  
  On July 19, 2024, the equipment was returned to Xfinity and the account was not billed for unreturned equipment. Please be advised that the billing is accurate. Proof of payment is necessary to clear the balance due.
  
  Regarding the account number ending in 2164, the account was created on July 19, 2024, at the same address and agreed to a promotion for the Connect Internet with Internet equipment at no charge effective July 19, 2024, through July 18, 2025. Customer consent was captured via text message. On July 20, 2024, a bill was created for a balance owed for services billed July 19, 2024, through August 19, 2024. On July *******, a collections audit was performed on the account, and found customer has a balance owed on the account number ending in 1288 that needs to be paid before new service can be started. On July 20, 2024, the account number ending in 2164 was disconnected. On July 20, 2024, a final bill was created with no balance owed. 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: 08/19/2024

  [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: 22071400
  
  I am rejecting this response because: they DID try to charge me for equipment that I had returned.  they DID try to charge me for an account by changing the account number even after I - not ********************** disconnected the service.  It is unfrotunate that the product is good relatively speaking but the business office leaves a lot to be desired.

  As for this supposed text?  I'd like to see a copy with full context.

  Thank goodness my mobile service is ATT and has been for decades - long before they became ATT.

  With that said I can have  ATT  verify the so called text and can trust that it will be a truthful response.

  No this is not satisfactory and will not be because when I disconnected the service I was told that I owed no additional fees.

  I want the company to give me one final amount with which I will take the next steps to resolve the issue to my satisfaction.

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

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  We have had issues with the company since Nov 2023. Service was interrupted and unreliable. We have reported it multiple times. They sent techs over only to hear that there is a bigger issue they the work order was put in with the city and they are waiting on approval to get started as the issue is MAJOR and involves the whole building. Meanwhile, 'suck it up' and we did tolerate on-off service with promise it would get fixed the first week on July...tomorrow is August.During my multiple calls, I spoke withe supervisor who assured me that she would stay on top of everything and would update me on July 10--what a LIE, no one called as no one cares. Today I called to cancel the service only to hear back "we do not show issues with your services" LOL. The techs that they have sent have said there is nothing they can do until the Job is approved by the city. Anyway, we got a measly credit on the account which is not even equivalent to a month of service. I am seeking a fair resolution and that is get refunded for the 6 months of poor/nonexistent service. We pay $302.19/mox6=$1813.14, today verbally I was told we would have a credit of $268.63, so taking a leap of faith that I was not lied to again then our refund should be $1544.51. We have proof that our service was poor or non existent provided by our IT and system we have in place...but they do not care...

  Business Response

  Date: 08/19/2024

  
  August 19, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************************
  
  Re:***************************
  ***************************************************************************************
  
  Case Number:22071332
  Date of Notice:July 31, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Comcast Business service.
  
  On June 10, 2024, a service visit was completed, where a technician investigated the service issue and referred the matter to our maintenance team. This matter also was referred to our construction team and was resolved on July 29, 2024, at which time we corrected the service issue by replacing equipment in the field and running a new line to the location. Due to the length of time it took to fully resolve this concern, ****************** had requested to move forward with disconnection of her services.
  
  On August 5, 2025, I spoke with ****************** and scheduled a disconnection of service which was completed on August 5, 2024, but made it effective June 1, 2024, as requested. The backdating of the disconnection generated a credit owed to ******************, which was processed as a refund on August 9, 2024, and is expected to arrive within the next ***** business days. I have committed to ****************** to remain in contact with her until she confirms receipt of the refund. 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:07/31/2024

  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.

  Every day I come home I see that my WiFi is out. This is every single day for the last 6 months. I have reached out to finite numerous times and the rude customer service reps have yet to help me. It has only been one customer service representative that set up for someone to come out and check my services. The tech ended up switching some things around, and that worked for a good month. Each representative only says something about my bill which I am not going to pay for services Im not even receiving. I do need my internet services seeing that I had a grad school child that does need it for specific e-learning days. I am very upset with the company. *** asked to speak with managers and supervisors and nothing. *** asked them to send out a tech again and none has shown up. Ive asked why EVERYDAY I have a service outage and not one person can explain that to me!!! I have been having this service for about 7-8 years. I have not had any service interruptions or anything. Ive been a great customer and could have switched to another company. Im being charged over $200 monthly for JUST INTERNET services and Im not happy. No cable no phone just internet and Im STILL with this company. My services need to be fixed as soon as possible.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
  ********************
  ************,IN 46235
  
                Case Number:                    22071237
                Date of Notice:             July 31, 2024
  
  Dear Sir 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 there is no record indicate of no service calls on the account. On April 24, 2024, an interruption ticket was opened for an unknown cause that was closed on April 29, 2024, as an unknown resolution. On April 26, 2024, an interruption ticket was opened as an invalid ticket that was closed on April 26, 2024, by automation. As of August 5, 2024, an internal review of the signal levels to the equipment confirms they are within Comcast specifications.
  
  There is no record of ************** being charged a higher amount for the internet. The billing statement dated June 22, 2024, reflected a balance that includes a 30-day past due that was due by June 12, 2024, and new charges that were due by July 13, 2024. On June 28, 2024, ************** made a payment that will reflect on the billing statement dated July 22, 2024. The billing statement dated June 22, 2024, reflected a balance that includes a 60-day past due that was due by June 12, 2024, a 30-day past due that was due by July 13, 2024, and new charges that were due by August 12, 2024. Consequently, a credit is respectfully denied as it is not justified on the account.
  
  To resolve this matter, contact with ************** is necessary. I apologize for any inconvenience that *** 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 Relations

• Initial Complaint

  Date:07/31/2024

  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.

  My family set up Xfinity internet for my recently purchased home, and Xfinity determined that they needed to install a new line at the property. I told them in advance that I had a sprinkler system on the property that they needed to avoid cutting. They installed the cable at my home and cut through both the piping (for water) for the sprinkler system AND they cut through the wiring. I spent a whole day that weekend digging up the wires and pipes to repair them all, and it was pretty awful. I contacted Xfinity requesting some sort of credit in exchange for my lost day due to the damage they caused. The made a support ticket which got closed a few days later without them even reaching out. I called again, and they said they made an escalated ticket. That one also got closed a few days later with no resolution. So basically they damaged my property, cost me a whole day, and are unwilling to provide any compensation. A day of my time is worth about $500 to the company I work for. I'm not even looking for that; I'd be more than happy with a few months of free service as compensation.

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
  *******************************************************
  
                Case Number:                    22071181
              Date of Notice:             July 31, 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 9, 2024, I spoke with ********************************* and advised I had reviewed the damage claim submitted on June 10, 2024. Because Mr. ******** reported he has repaired the damage to the irrigation line and wiring, this damage claim has been denied. ****************** stated he had repaired the damage and was just requesting compensation at this point.
  
  On August 9, 2024, as a courtesy, a credit to the account was applied. The credit reflected on the August 12, 2024, billing statement. On August 12, 2024, ****************** canceled his Comcast service. 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