Formal Complaint – Billing Dispute, Delayed Number Porting, and Request for Credit

Dear Comcast Business Customer Service,

I am writing to formally file a complaint regarding my new Comcast Business account. Unfortunately, my experience has been extremely disappointing from the very beginning, involving unexpected billing charges, unresolved service activation issues, and repeated delays despite multiple contacts with Customer Service.

Timeline

June 30, 2026

• Signed a Comcast Business Internet + Phone Service Agreement.
• The agreed monthly charge was $127.95.

July 15, 2026

• Equipment installation was completed.
• The request to port our business telephone number from AT&T to Comcast was submitted.

July 24, 2026

• We discovered that the phone number had not been transferred.
• We contacted Comcast Customer Service and were assured the issue would be resolved within 24 hours.

July 25, 2026

• Since the issue remained unresolved, we contacted Comcast again.
• We were informed that there had apparently been a mistake during the porting process and were told it would take up to seven more days to complete.

As of today, the promised service has still not been fully delivered.

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1. Unexpected Monthly Charges

When I signed the agreement on June 30, the agreed monthly charge was $127.95.

However, my first bill shows $158.84, including an additional $22.00 in monthly Service Fees that were never disclosed during the sales process.

These charges are:

• Directory Listing Management Fee — $11.00
• Voice Network Investment Fee — $11.00

The Service Order Agreement clearly states a monthly charge of $127.95. While the agreement mentions that taxes, regulatory fees, and other applicable charges may apply, it does not disclose these recurring monthly service fees or explain that they would be billed separately.

Please provide a detailed explanation of:

• What these two charges are;
• Why they were not disclosed in the Service Order Agreement; and
• Whether they can be removed from my account.

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2. Billing for Services That Have Not Been Provided

My account includes the Internet, SecurityEdge, and Voice Package.

However, the AT&T phone number has still not been successfully ported to Comcast, meaning the Voice service has not been fully activated.

Additionally, the Mobility Line service has never been activated or used by our business.

Despite this, I have been billed as though all services are fully operational.

Please review my account and adjust my bill so that I am charged only for services that have actually been delivered and available for use.

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3. Request for Billing Credit

Because Comcast failed to complete the phone number transfer in a timely manner, I was forced to keep my AT&T business phone service active.

As a direct result of Comcast's delay, I incurred an additional AT&T bill of $129.06, which I otherwise would not have had to pay.

I have also spent a significant amount of time making multiple calls to Comcast Customer Service to follow up on an issue that should have been resolved promptly.

Given the service delay, the additional expense, and the inconvenience caused, I respectfully request an appropriate billing credit to compensate for these unnecessary costs.

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4. Extremely Disappointed as a Long-Time Comcast Customer

I have been a loyal Comcast customer for more than 10 years, using Comcast for my home internet service throughout that time. My positive experience with Comcast was the primary reason I chose Comcast Business for my business as well.

Unfortunately, this experience has been the complete opposite of what I expected.

What has frustrated me the most is not only the unresolved issues themselves, but also the repeated delays in resolving them.

When I first reported the number porting issue, I was told it would be resolved within 24 hours. After that deadline passed, I was informed there had been a mistake and was asked to wait another seven days.

Each time I contacted Comcast, the resolution timeline was simply extended instead of the issue actually being resolved.

As a customer, it is difficult not to question whether these repeated delays are allowing the 30-day cancellation period to expire before the problems are resolved. Since customers may become subject to early termination penalties after that period, this situation creates the impression that I am losing the opportunity to fairly evaluate the service before being locked into the contract.

I sincerely hope this is not Comcast's intention. However, the circumstances have understandably raised this concern.

At this point, I am seriously reconsidering whether I should continue using Comcast—not only for my business service, but even for my home internet service after more than ten years as a loyal customer.

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Requested Resolution

I respectfully request that Comcast:

1. Explain the additional recurring monthly service fees that were not disclosed in the Service Order Agreement.
2. Correct any improper billing for services that have not yet been delivered or activated.
3. Complete the AT&T phone number port immediately.
4. Provide an appropriate billing credit for the additional AT&T charges and the inconvenience caused by Comcast's delays.
5. Confirm these resolutions in writing.

If these issues cannot be resolved promptly, I respectfully request that this matter be escalated to the Billing Department and the Customer Relations Team for further review.

I sincerely hope Comcast will take this opportunity to restore my confidence and demonstrate the level of customer service that I have come to expect over the past decade.

I look forward to your prompt response.