ComplaintsforComcast Corporation

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've just spent the better part of 3 hours on the phone or trying in some way to communicate with Xfinity. The organization is so large that they cannot properly process customer issues or concerns.I raised a complaint (or what I believe to be one *************)My contract has expired, I was not notified about this, Other companies generally send you an email, Xfinity, no, they will let it roll over into an unagreed contract with an unagreed price.My new billing amount is a 68% increase to what I pay today, I've tried to make a complaint although I'm told I will be getting a call back. I'm shocked at this poor business practice, we've been with xfinity for a while now and I've never had this problem before or with any other provider. Everyone should be mindful of this and how it is a potential 68% increase to your billing if your contract has expired, but guess what, you need to keep track of that yourselves as they won't tell you.

  Business response

  02/12/2024

  ******** *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       ***************************             ****************************************             *********** *****               **** *******                    ********             **** ** *******             ******** ** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 6, ****, I spoke with ******************** regarding a billing concern. Our records indicate that the current 12-month Gigabit Extra Internet promotion will soon end on February 14, ****, and on February 15, ****, retail rates will become effective.
  
  On February 6, **** ******************** accepted a new 12-month promotion for Gigabit Extra Internet and xFi Complete effective February 6,**** through February 14, ****. At the end of the promotional period, retail rates will apply. ******************** also receives a monthly discount for enrollment in both EcoBill and AutoPay. Should enrollment in either be cancelled at any time, the associated discount will be removed.
  
  I offered an apology for any inconvenience that *** have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ****************
  Elite Customer Experience

  Customer response

  02/12/2024

  [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

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Never had an account with this company but they posted on my credit report that I did. They are unwilling to fix the problem and remove from my credit report.

  Business response

  02/07/2024

  ******** ** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************************   *** *************************** **************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau by ********************************
   
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  
  On January 31, ****, a Comcast ***************** Assurance technician contacted ******************************* to discuss his concerns and apologize for the inconvenience or frustration he experienced.  The technician advised **************** of the above information. The technician advised **************** that the Comcast Privacy Policy can be found online at www.xfinity.com/privacy. The technician provided their direct contact information so that **************** can contact them with any further questions or concerns.
   
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet outages 4 days in a row and Comcast has told me to wait for a reimbursement. As well this company makes it nearly impossible to speak to anyone because they know their level of service is unacceptable.

  Business response

  02/07/2024

  ******** ** ****   *** ** ***** ********** ** * ******* ************ **************************************************************************************************************************** ********************** ************************* ****** ** ***** **** *************** **** ** ************** *** ****
  
  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 Mr. ******* service was affected by several outages in his area from January 21, **** through January 16, ****. On January 21, ****, an outage was reported and was resolved on the same day, after Comcast's maintenance team corrected the issue causing the outage by adding a power pack. On January 22, ****, an outage was reported which impacted multiple customers. On January 22, ****, Comcast's maintenance team identified and corrected the issue causing the outage by replacing the *** hardware. On January 23, ****, an outage was reported and resolved on the same day after Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. 
  
  Then, on January 24, ****, an outage was reported which impacted multiple customers. On January 24, ****, Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. On January 25, ****, the service was affected by an outage, causing the loss of service for multiple customers. On January 25, ****, Comcast's maintenance team identified and corrected the issue causing the outage by resetting the **** On January 26, ****, the service was affected by two outages in the area. On January 26, ****, Comcast's maintenance team identified and corrected both outages by repairing failed equipment. A review of the account shows that no additional outages have been reported. The equipment is online, and the signal levels are within specifications. 
  
  On January 24, ****, a one-time service adjustment was applied to the account. On January 21, ****, a service adjustment was applied for services billed from January 21, **** through January 26, ****. The credits were reflected on the January 28, **** billing statement. Contact with **************** is needed to address any additional concerns. 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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a veteran 69 years old residing in a senior citizen building with cable service provided by xfinity and my cable service sound and picture has been freezing for over 2 months now so in the month of December xfinity sent a technician out twice one before Christmas, who did nothing and the other on 12/28/2023 who told us that something within the fibro optics is causing this picture and sound to freeze and the engineering department is working on fixing the problem. It has not been fixed yet as of today. I pulls up my bill to and they are charging me $100.00 for that visit under one time charges. They claim they credited $50.00 to my account. I have limited basic cable and this limited service with this freezing issue going on should be under the $212.49 that I'm paying now until they fix the problem. Prior to me reaching out to you I set up a call back from the billing department and the representative acted as if she couldn't understand as if there was some sort of language barrier. I hope in my attachment you can see where they want me to pay $422.00. If there was another provider servicing this building I would definitely try them. It's a shame all of us seniors utilizing this service here have to go thru this. The second technician told me that a roku smart TV would stream the xfinity service, but I can't afford that and pay for cable service. I hope you can remedy my situation.Thanks ***********************

  Business response

  02/07/2024

  **** ** *** *************** ** **** *** ** ***** ********** ** * ******* ************ **** ****************************************************************************************************************** ************************** *************************************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Records reflect on December 27, ****, a service visit was completed, at which time the technician coded the cause of the issues as customer education. On December 28, ****, a service visit charge was assessed.
  
  On January 24, ****, I spoke with ************ to review his concerns and scheduled another service visit to be completed on January 25, ****. On January 24, ****, a credit was applied to the account for the aforementioned service visit charge. This will reflect on the February 20, ****, billing statement.
  
  On January 25, ****, a service visit was completed during which time the technician determined that the outlet required an electrician to replace, and so he subsequently installed an external outlet line to provide service to that outlet. 
  
  On January 21, ****, I spoke with ************ and he confirmed the service was working correctly. On January 31, ****, a credit was applied to the account for one month of service. This credit will reflect on the February 20, ****, billing statement.
  
  On February 7, ****, I spoke with ************ and confirmed that the external wire will sit outside the wall and in-wall wiring would need to be completed by an electrician, or he may continue to use that line indefinitely. I apologize for any inconvenience he may have experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations 
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Comcast killed my access to my email, my lifeline that has cost me well in excess of $5,000 in lost prizes and business. They had over three months to fix it. And in there security team, committed federal offenses. By mailing my personal info to old address. They promise to call back and maybe 1 in 10 times do. I have to call back. They blocked me from the corporate phone number. The executive care pass the buck to security. That insults me. Today I had the multiple promises they would call in ***** hours. That was last Monday hours earlier, and no call! They expect screwed customers to call phone numbers with only robotic self help, that is no help!I want the Top customer service person, last known as *************************, call me with a resolution. The rest of the executive customer care that supremely failed need to be fired.I would prefer the *** call me, because it is oblivious they do not care about there customers.

  Business response

  02/06/2024

  ******** ** **** ****** ******** ****** **** *****************************************************************************************************************   ***     ******************************* **************************************** *********** ** ***** **** *******                ******** **** ** *******              ******* *** ****
  
  Dear Sir/Madam: ************ letter is in response to the above-referenced complaint submitted to your office by ********************************
  
  On October 10, 2023, ****** announced a vulnerability in software used by Xfinity and thousands of other companies worldwide and issued a patch. Xfinity promptly patched the ****** vulnerability within its systems. Xfinity further implemented additional mitigation guidance from ******, which ****** released on October 23, 2023,after determining that its patch did not fully remediate the vulnerability.However, during a routine cybersecurity exercise on October 25 and 26, Xfinity discovered suspicious activity and subsequently determined that between October 16 and October 19, 2023, there was unauthorized access to its internal systems as a result of this vulnerability.
  
  Xfinity notified federal law enforcement and initiated an investigation into the nature and scope of the incident. On November 16, Xfinity determined that customer information was likely acquired. After additional review of the affected systems and data,Xfinity determined on December 6, 2023 that it had sufficient information regarding the customer information impacted to begin the process of preparing customer notices.
  
  ********************** has required customers to reset their passwords to protect affected accounts. In addition,Xfinity strongly recommends that customers enable two-factor or multi-factor authentication to secure their Xfinity account, as many ********************** customers already do. While Xfinity advises customers not to re-use passwords across multiple accounts, the company is recommending that customers change passwords for other accounts for which they use the same username and password or security question. Xfinity routinely monitors customer accounts for indications of anomalous behavior and has found no indication of account compromise related to this incident.
  
  Once Xfinity understood the data involved, we worked quickly to notify our customers. Starting Monday,December 18, Xfinity began providing notice to customers, through a national press release, information on our website, and commencing the process of emailing affected customers where Xfinity has an email address on file.
  
  Customers with further questions can contact Xfinitys dedicated call center at ************ toll-free 24 hours a day, seven days a week. More information is available on the Xfinity website at www.xfinity.com/dataincident. 
  
  Customers trust Xfinity to protect their information, and the company takes this responsibility seriously.Xfinity remains committed to continued investment in technology, protocols and experts dedicated to helping to protect its customers.
  
  Sincerely,
  
  
  Xfinity 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xfinity is holding me hostage. They will not give me a transfer ID to switch to a different cell phone company. I dropped my phone and cracked the screen. I can hear my phone ringing but the screen is completely BLACK and I can't see anything at all! Due to extreme winter weather, the pipes froze at my house and burst open but I was not able to use my phone to get repairs. As a result, the pipes are still not repaired at my home. I'm also an ****** homeowner. I'm not able to call my guests and check on the home to ensure they are able to get heat and hot water or experiencing other issues. This is currently hurting my business and negatively impacts my ability to work with my tenants and customers. I went into the Xfinity store at ******************************************************* on 1/17/24. They told me I would not be able to get me a new phone without paying for BOTH my existing (broken) phone and the full price for a new phone. Therefore I would have to pay for 2 phones. However I already checked with *******. They said they would give me a new phone and pay off my old broken phone, however they would need a transfer code in order to do this. I called Xfinity to get a transfer code. They said they would text the code, however my phone is BROKEN. I can not receive texts. After reiterating this again, they told me to go to the store in person. As instructed I went to the store AGAIN. I went to the same store at ******************** on 1/18/24, however they told me to call customer service (again). They are giving me the run around and will not give me the transfer code in order to get a new phone with a different provider. They are holding me hostage as a customer and negatively impacting my business. Mobile Device phone number ************, Mobile Account **********. Primary account ****************** have a Temporary Wifi number and can be reached at ************.

  Business response

  02/07/2024

  ******** ** **** ****** ******** ****** **************************************************************************** ***** ***       *******************************             ******************************************             ******** ** *****               **** *******                    ********               **** ** *******             ******* *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ******************************* regarding Xfinity Mobile service.
  
  Xfinity Mobile takes the security of its customers accounts very seriously and has measures in place to prevent unauthorized third parties from intercepting customers SIM cards or fraudulently porting their telephone numbers. We understand that ******** found these security measures to be inconvenient while her phone was broken. On January 20, ****, ******************** obtained a security PIN and ported her telephone number to another service provider on the same day,which automatically closed her Xfinity account.
  
  On January 25, ****, I spoke with ******************** to address her concerns and confirmed that the port out was successful. During the call, I explained that because ******************** did not purchase the Xfinity Mobile device protection plan for the subject device, the device is not eligible for repair or replacement by Xfinity Mobile and she is responsible for paying the remaining balance due on the subject device.
  
  We apologize for any inconvenience and or frustration ******************** may have experienced. A courtesy credit was applied to her Xfinity Mobile billing invoice for the January 1 to January 31, ****, billing cycle.
  
  Should you have any questions or require additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  ********************************
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So i purchased 1 gig internet for my apartment back in July and was satisfied with my purchase until i needed to downgrade. I've been trying to downgrade my internet for months now. I keep getting pushed off to the side and ignored because Im paying over $100 for internet and cable which i don't want. My apartment charges me 45 a month in the lease for the cable alone and if i dont pay the internet bill they shut off both even though i paid the cable bill. All i want is for the 2 accounts to be separate and for my internet plan to be downgraded. i seen them advertise the 200mbps plan for 45 and that's the one i want.

  Business response

  01/18/2024

  ******* *** **** *** ** ***** ********** ** * ******* ************ ********************************************************************************************************************** ***** ***  *************************         ********************************** ********* *          ******** ** *****         **** *******  ********         **** ** *******  ******* ** ****
  
  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 Mr. ************************* via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that **************** is presently subscribed to Gigabit Internet at a contracted rate for the first 24 months, which is valid from July 8, 2023, through July 7, ****. The term agreement is effective from July 8, 2023, to July 8, ****. The offer will transition to a non-contractual third-year price for 12 months from July 8, ****, to July 7, ****. At the conclusion of the promotional period, the standard retail rate will apply. 
  
  Outside the contractual offer, **************** is subscribed to xFi Complete at a discounted rate for the first 24 months, effective July 8, 2023, to July 7, ****. At the end of the promotional period, the standard retail rate will be applied. Additionally, **************** is receiving *************************** plus one TV box that is included in the ***** ********************** bulk service agreement. 
   
  The account has reflected a past-due balance since September 25, 2023. On December 4, 2023, a billing statement was generated that comprised a past due amount, plus new charges for the December 8, 2023, though January 7, ****, billing period. Due to the account delinquent status, and **************** failure to pay the bill, effective December 26, 2023, the account was soft disconnected for non-payment. On December 26, 2023, a payment was applied to the account to clear the past due balance, and the services were restored. 
  
  At this present time, the account is past due. **************** amount due comprises a past-due amount plus new service charges for the January 8, ****, to February 7, ****, billing cycle, which is due by January 25, ****. However, to prevent further collection actions, or service interruptions for non-payment, the past-due amount is due immediately. 
  
  To assist Mr. ************************* with his downgrade of service request, contact with him is required, as we are unable to make changes to the service plan without **************** consent. We are unable to provide **************** with separate bills or accounts for his bulk TV and Internet services because customers are only allowed one residential service account at their address. In order 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
  
  

  Customer response

  01/18/2024

  [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:  I emailed you back and you never responded after the fact. Regardless of the matter you refuse to let me downgrade. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business response

  01/26/2024

  ******* *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       *************************             ********************************** ********* *             ******** ** *****                 **** *******                      ********             **** ** *******             ********* *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr.************************* regarding Xfinity service.
  
  On January 26, ****, I spoke with *************** regarding a billing explanation. Our records indicate that on January 26, ****, the services were interrupted for non-payment. **************** currently subscribes to a 24-month contractual agreement for the Gigabit Internet effective from July 8, 2023 through July 7, ****.
  
  Effective July 8, ****, the monthly rate will increase to a non-contractual price through July 7, **** at which time standard retail rates are applicable. The account receives a ******** promotion for xFi Complete effective from  July 8, 2023 through July 7, **** at which time standard retail rates are applicable.
  
  *************** receives Digital Starter Plus one TV Box at no additional charge through his community bulk agreement. **************** has options to go online to downgrade his services. On January 26, ****, *************** processed a payment to his account and his services were restored shortly thereafter. **************** was advised of the balance owed on his account. I verified the account is being billed correctly for thr subscribed services. **************** was provided my direct contact number should he require additional assistance.
  
  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 Relations
  
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed an order on July 28th for an **** and a ******* phone. The package was lost by ***** and I notified xfinity on Aug 4th. I ported my number from **** to xfinity because i was changing carriers. They refunded the money i paid on August 22 2023. I ordered another phone on the same day but the agent on the phone placed an order for a ***** phone when I thought i was ordering a ***** phone. I had to sent that phone back because i did not want to be stuck with that phone because i do not like it. I had already cancelled my service with **** but since my order was lost I did not have a phone for 3 weeks until they issued me a refund for my original order in July. Now that I had to send the phone back that I didn't want in the first place I am now without a phone again. Xfinity has not credited the cost of the **** and the ***** phone ordered in July to my original credit of $4,500. When i try to get a phone that i want it states that I have over 4K in devices that need to be paid off. So therefore I cannot order another phone until i receive credit back for those items. I have called numerous times as well as chatted online numerous times and every time I have spoken with someone I have been told something different each time, I was told it would be resolved in 24-48 hours, 3 business days, 7 business days, after my billing cycle cycled through and just recently i was told 5-6 weeks. It is extremely frustrating to be told something that wasnt the truth. I cannot dish out for the full price of a phone so i was relying on my original 4500 in credit for devices through xfinity to get the phone I wanted. Now I am once again without a phone. I was told that I was a gold star customer but i am being treated otherwise.

  Customer response

  09/14/2023

  I was contacted by xfinity through email and was given a number and an extension to call. I have called several times and it goes to voice-mail. I have left message each time and still have not been called back. I will continue to call but having dealt  with them before I don't expect to be called back. What is my next step. 

  Business response

  09/22/2023

  September 22, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *************************
                ***********************t
                Conyers, GA *****
  
                Case Number:                    ********            
              Date of Notice:             September 11, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* regarding Xfinity service.
  
  On September 15, 2023, I was able to speak to ************* regarding his Xfinity Mobile concerns.
  
  Our records indicate on July 28, 2023, ************** placed an order for an ***** **** Pro device and a ******* ************* 4 device on a device payment plan for 24 months. ************** paid the first device payments and taxes. The devices were shipped on July 28, 2023. Per the ***** tracking number, (************) the devices were lost in transit and never delivered to ***************  On August 3,2023, a claim was opened for a lost/stolen device. On August 22, 2023, the claim was approved, and ************** was refunded for the ***** **** Pro device,and for the ******* ************* 4 device. On August 22, 2023, the balance of the ***** **** Pro device and the balance for the ******* ************* 4 was removed from **. ****** account.
  
  Since the original purchase order was never completed, and the devices never activated on the account, **. ****** available device financing amount was never refreshed. On September 12, 2023, a request was submitted to clear the original order, and on September 14, 2023, the request was completed. **.****** financing amount was refreshed, and a new order was placed on September 14, 2023.
  
  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,
  
  **************
  Xfinity Mobile Executive Resolutions
  ************************

• Initial Complaint

  09/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Xfinity keeps turning off my internet saying I owe them money but in reality there is no money so how could I pay them? They say I owe them $160.00 every month, they cut my service off and I have a daughter that does school from home

  Business response

  09/21/2023

  September 21, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103

  Re:***************************
  ************************************
  Warren, MI *****
  
  Case Number:********
  Date of Notice: September 10, 2023
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our records indicate that on August 27, 2023, a bill was generated that included a past-due balance for  services from August 31, 2023, to September 30, 2023, with a due date of September 17, 2023. Due to no payment being received, on September 18, 2023, ************************ service was interrupted for non-payment. On September 19, 2023, I spoke with ******************** and on September 19, 2023, a promise to pay date of September 26, 2023, was set on the account for ******************** to make a payment. On September 19, 2023, the services were restored. I apologized 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,
  
  ******************
  Executive Customer Relations

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello. I rented my house out in Nov, 2022. I notified Comcast that my account should be closed or transferred to my tenant. Comcast continued to charge my credit card for services and also charged my tenant. This is for the same address and same modem. There was no outstanding balance since they had my credit card info and charged it. After months of calls, they finally put in a dispute amount to my account hence giving me a credit. The most recent statement was 6/13/2023 showing a balance -$144.19 On 9/7/2023 I received a notice saying a delinquent account was filed against my credit report. I called the collections agency 3 times and left a message. No return call. I called and chat with Comcast and they said I owed $95. At no point did they send me any communication to pay this amount or tell me how this came about. Also, they had my credit card on file and could have charged it at any point in time which they did on 9/7/2023 even though I still had a credit on my account that they have confirmed. I received no statement that said I have any amount owing. I have been on chats and calls with them for hours each time since Nov with no resolution. Now my credit score is impacted and I cannot speak to anyone who is able to help me reverse this. The only thing they did is send a letter to say the debt has been paid but the delinquency remains on my record for 7 years. I need someone @ Comcast to send a letter to say it was a mistake and to refund the money I over paid. I have attached my most recent statement with Comcast (confirmed by them to be the most recent) that shows my balance of -$144.19.

  Business response

  09/15/2023

  September 15, 2023
  
  Better Business Bureau
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:       **** ***
              *** ***** ******, Unit **** 
              San Francisco, CA *****
  
              Case Number:                    ********
              Date of Notice:             September 9, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** *** regarding Comcast Business Service.
  
  Our records indicate restarted the services on November 4, 2022, after the services were disconnected on November 2, 2023.  *** *** accepted a new, 12-month agreement for Fast Internet service effective November 4, 2022 through November 4, 2023.  The promotional rate is effective November 4, 2022 through November 3, 2023.  At the conclusion of the promotion, standard retail rates would have applied.  Equipment, taxes, and fees are not included in the package price.  The promotion was subject to a self-service discount with both EcoBill and AutoPay enrollment.  If either EcoBill or AutoPay are removed from the account, the self-service discount will no longer be applied.
  
  *** ***’s account was disconnected on February 13, 2023, with an effective stop billing date of February 2, 2023.
  
  On March 13, 2023, contacted Comcast to dispute the charges because he believed Comcast charged and took payments in March and April.  I confirmed the last payment to the account was on January 27, 2023.  Please note, the credit balance on the June 13, 2023 billing statement was as a result of disputed charges *** *** submitted on March 13, 2023. As such, the credit balance reflected on the billing statement clearly states it does not represent a credit or refund and is not included in the balance due.
  
  On September 7, 2023, we received a payment for the remaining balance due, resulting in a zero balance.  I confirmed that the payment satisfied the collection notice and is reflected on the September 13, 2023 billing statement. 
  
  On September 11, 2023, I spoke with *** *** regarding his billing-related concern.  I provided a detailed billing explanation and advised the remaining amount owed due after the account was disconnected, reflected starting with the February 13, 2023 billing statement.  Additionally, data usage continued to be metered on the account until the account was disconnected on February 13, 2023, as requested.  As a result, *** ***’s request for a refund is not warranted and has been respectfully denied.  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 (720) 267-6174.
  
  Sincerely,
  
  **** **
  Executive Customer Relations

  Customer response

  09/15/2023

  [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 **** has selectively excluded pertinent information.

  1) I have attached the email from Comcast dated 10/23/2022 which confirms my cancellation request for 11/25/2022. The fact that they cancelled service on 11/2/2022 was why the service had to be reconnected again on 11/4/2023. They then failed to disconnect it as per the original request on 11/25/2022.

  2) Comcast has also charged another person for the same service for the same period which **** refused to discuss. **** ******* (a/c **** **** **** ****) made payments on 12/6/2022 $153.34 and 1/6/2023 $100.00. **** refused to confirm if no one else was charged for the same service

  3) Bill dated 2/3/2023 shows amount owing $95.81, but bills 5/13/2023 and 6/13/2023 showed a credit of -$144.19. At no point did Comcast revert with a request for payment or letter saying an amount was still due even after contacting them numerous times. Per ****, my tickets were quickly closed due to errors and misc other excuses but at no point did they notify me.

  4) No communication was made that an outstanding anount was due post their bills 6/13/2023. No warning or notice that it would be sent for collections. 

  **** made it very clear that her role was just to explain the charges and made no attempt to help rectify the situation. She also would not consider any other information that was "not in her system" even though I had emails from Comcast. She also refused to provide me with a contact for arbitration or help in any manner.

  Regards,
  
  **** ***

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