Business Profile

Internet Providers

Comcast Corporation

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Important information

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

Complaints

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

Customer Complaints Summary

27,494 total complaints in the last 3 years.
8,944 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/24/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have paid for Xfinity (Comcast) "Blast" internet service at $80 per month for approximately 3 years. According to Xfinity, Blast internet service provides internet speed up to 600 mbs. During this 3 year period I have contacted Comcast dozens of times and have requested services within my home dozens of times to correct slow internet speeds at 30 mbs. Internet Speeds should have been nearing 600 most.

During this three year period service technicians replaced Comcast's home modem was replaced a dozen time; but no improvement in the internet speed was made.

On October 23, 2022, another technician made a service visit and replaced the modem, removed an in-line filter and made all coaxial cable fittings perfect. Still no change in my pathetic internet speed of 30 mbs.

The technician contacted contacted technical assistance at my house. Comcast raised the home speed to 400 mbs. It appears that Comcast had knowingly never provided the "Blast" speed to this residence thought the years; though I had contacted them about the problem dozens of times throughout the 3 year period.

I want a refund for each month where Blast internet service was purchased but the service was recieved ( $80 × 36 months).
Business Response
Date: 11/09/2022
Tell us why here...November 9, 2022

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

Re:       ****** *****
            *** *** ******* ***** ****
            East Falmouth, MA *****

              Case Number:                    ********
            Date
of Notice:             October 24, 2022

Dear Sir/Madam:

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

On November 7, 2022, I
spoke with *** ***** regarding a billing related concern. Our records indicate that *** *****’s initial contact regarding internet speeds
occurred on October 3, 2022, at which time, credit for loss of service was
provided. Additional credits were also provided on October 10, 2022, amounting
to almost one month of service, which appeared on the October 26, 2022, bill
statement.

A service visit completed
on October 23, 2022, resolved *** *****’s internet speed concerns when the
technician changed fittings outside and activated the modem. *** *****’s
request for three years of service credit is unjustified and has been
respectfully denied. I offered a courtesy credit of three months, which *** ***** declined. A charge assessed on October 24, 2022, for the service visit on
October 23rd was credited on November 7, 2022, and this credit will
appear on the November 26, 2022, bill statement. 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,

Chris Z.
Executive Customer Relations
Customer Answer
Date: 12/12/2022
[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:
Dear BBB,

Regarding complaint #********, I have not received a response from Comcast since my 2nd rejection of Comcast's latest response. Since I am not willing to accept Comcast's 2nd response, I would like to continue with my complaint. Can you advise me of the status of this case.

Regards,

****** *****
Initial Complaint
Date:10/24/2022
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.
Xfinity home internet account # ******************* I have a question about my bill. I have tried to call Xfinity's **************** number and it is IMPOSSIBLE to get a live agent on the phone to answer my question. I cannot get through your automated system. Your automated system DOES NOT WORK. I have tried to use Xfinity's online chat and it is IMPOSSIBLE to get a live agent to help me. Your chat system DOES NOT WORK. Xfinity makes it IMPOSSIBLE TO TALK TO A REAL PERSON. I want someone from Xfinity billing to call me at ************ to answer my question about my bill. I have tried to call numerous times and IT IS IMPOSSIBLE TO GET A REAL PERSON TO TALK TO. I want a REAL PERSON in Xfinity's billing department to call me. If I don't answer I want a phone number where I can call and a REAL PERSON will answer.
Business Response
Date: 10/26/2022
October 26, 2022

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

Re:*************************
*** ***********
Cordova, TN *****

Case Number:********
Date of Notice:October 24, 2022

Dear Sir/Madam:

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

On October 25, 2022, I spoke with ****************** regarding a billing concern. Comcast records reflect that on September 22, 2021, ****************** accepted a 12-month contractual offer for Extreme Internet (now called Superfast Internet), which include an agreement term effective September 24, 2021 through September 24, 2022. The offer included a contractual discount effective September 22, 2021 through September 29, 2022. The rate did not include equipment, taxes and fees. At the end of the promotional the standard retail would apply.

On August 31, 2022, ****************** accepted a 12-month contractual offer for Gigabit Extra Internet, with an agreement term effective September 24, 2022 through September 24, 2023. The offer includes a contractual discount effective September 1, 2022 through September 29, 2023, the offer will transition to a promotional discount effective September 30, 2023 through September 24, 2024. The rate does not include equipment, taxes, and fees. At the end of the promotional offer the standard retail rate will apply. The account receives a self-service discount with maintaining both paperless billing and automatic payments via bank account. Should either self-service option be removed, the discount will be removed from the account. The change of service was reflected on the September 26, 2022 billing statement.

On October 24, 2022, *** ******* communicated with an Xfinity representative via chat and a credit was applied to the account. The credit was reflected on the October 26, 2022 billing statement. I apologized for any inconvenience experienced while attempting to resolve this matter.

I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.

Sincerely,

Jason Z.
Executive Customer Relations
Initial Complaint
Date:10/21/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xfinity's customer service agent got me to add a new line and upgrade my Internet through deception. Half year ago, an xfinity agent told me I can receive a $200 prepaid **** card 6-8 weeks later if I add a new mobile line in Xfinity. The I asked him I don't have a phone number, can I still get the gift card with a new number, he said Yes. In the following months, I tried to contact xfinity many time to check the status of my gift card, every time they told me it's on the way. But I didn't receive it after 5 months. So I contacted another agent for this problem. He told me it should be ***** weeks. I don't think so. Then he transferred me to another agent. The other agent told me I am not qualified for the $200 **** card because the mobile line is new, which is different with what the agent who upgraded my internet said. Everyone is saying a different answer to this question. Maybe it is because the agents I contacted before cheated me. And now, they are not willing to send me the gift card. I think Xfinity should take the responsibility for their agents' lies and send me the gift card they promised.
Business Response
Date: 11/07/2022
November 7, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:       ***************
8121 ***************************
*******,** 98026

Case Number:              18253977
Date of Notice:             October 21, 2022

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to your office by ******************* regrading Xfinity service.

Comcasts records indicate that ************ accepted a promotion for services, which did not include an offer for a prepaid card. *********** upgraded her Internet plan to a 24-month promotion for Xfinity Superfast Internet, effective June 24, 2022 through July 20, 2022. The promotion includes a monthly service discount, a discount for autopay and paperless billing, and a discount for her xFi **************** for 24-months.

On October 24, 2022, I spoke with ************ to advise her of the above information. On November 7, 2022, a courtesy credit was applied to ************** account which will be reflected on the November 16, 2022 billing statement. I apologized for any inconvenience that *** 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,

************
Executive Customer Relations
Customer Answer
Date: 11/07/2022
[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:10/21/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been a Comcast customer at this address for the last 3 1/2 years, I pay $140 a month for internet alone, and while I always felt their charges were outrageous I paid it because I work from home and need the internet. Well, last month, September 2022 our housing complex, West Haven at Vinings (WHV) offered residents the opportunity to get Comcast Internet at a discount for being a resident if we pay through our rental portal so I opted to take advantage of this opportunity. On August 26, 2022 I made my last payment directly to Comcast, and on September 3, 2022 I begin making my payments through our rental portal along with my rent. I get a bill from Comcast for my September payment so I call them on September 27th to inquire as to why I was getting a bill since I had taken advantage of the opportunity to receive a discount by getting their services directly through (WHV). I had to ask for a Supervisor, when I explained the details as stated above, the Supervisor informed me, i had to go to (WHV) to get them to register me in the system, and once that was done they would close the account they have on me. Now, please note, I have already made my September payment through my rental portal on September 3rd and we're having this conversation September 27th, and yet the Comcast representatives aren't talking to one another to make sure over payment wouldn't happen. I explained this to the Supervisor so she said, she would put the notes in the computer for all to see, that I am not to be charged any longer on this account because I am going through Comcast at (WHV) and once I got WHV to register me they would close the old account. I immediately went to (WHV) office as instructed, they gave me the info I needed to register. I called the Comcast number to register and was told there was a problem with my unit so they opened a ticket to get it fix I would be contacted once it's complete. I call the Supervisor back to inform her what happened, gave her the ticket
Business Response
Date: 11/01/2022
November 1, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:***********************
5526 *****************
*******, ** 30339

Case Number:18254087
Date of Notice:October 21, 2022

Dear Sir/Madam:

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

On October 24, 2022, I spoke with **************** regarding a billing explanation. I advised **************** I would further investigate her community provided services and the activation date. It was determined that **************** community has a contract to provide Superfast Internet and a Wireless Gateway, effective as of August 8, 2022.

On October 28, 2022, I followed up with **************** to advise of the above information. On October 28, 2022, a change of service was completed enrolling **************** account into the community services. The change of service generated a prorated credit to apply on October 28, **** that will reflect on billing statement dated November 6, 2022. **************** was provided my direct contact number should she require additional assistance. I apologized for any inconvenience experienced while attempting to resolve this matter.

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

Sincerely,

**************
Executive Customer Relations
Customer Answer
Date: 11/01/2022
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 with acknowledgement that the date of **** in the letter is a typo, and should read 2022. I would like to add, i was very impressed with the quickness in which Mr. ***** responded after receiving my complaint from you, he was very polite and concerned, and I feel he handled my complaint with the upmost professionalism. I would like to thank all involved in the settlement of this claim. It was a pleasure working with you all.

Regards,

**************************
Initial Complaint
Date:10/20/2022
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.
I dropped off my equipment to the **************** store location after cancelling my service and they never sent my equipment in to be returned. Now the company is charging me for equipment I no longer have because I returned it already. There is no phone number I can call to ask the store associates if the equipment is still at the store and I can't go in because I no longer live in the state. I contacted the phone number on the email I received about returning the equipment but they cannot help me because the store associate did not give me a receipt. I am beyond fed up with this situation and Comcasts lack of customer service and I have no course of action unless I fly back to ********** to walk into the store I returned the equipment to speak directly to a store employee.
Business Response
Date: 11/09/2022
November 9, 2022

BBB of Metro ************* & Eastern ************
1880 **********************************************.,Suite 1330
************, ** 19103

Re:       ***********************
            ****************************************
            ******, ** 66062

Case Number: 18241422
            Date of Notice:             October 21, 2022

Dear Sir/Madam:

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

I made multiple attempts to contact **************** via telephone and email. Although my attempts to contact *************** were unsuccessful, a review was completed on the account. Our records indicate on September 15, 2022, there was a disconnect order submitted to cancel Ms.******* account as of October 5, 2022, and the order completed on October 16,2022.

On October 16, 2022, the final billing statement generated which included prorated charge for service rendered until October 5, 2022, and an early termination fee as the service agreement was not due to expire until October 18, 2022. There were no charges for unreturned equipment. The Flex Box reflects as removed from the account on October 13, 2022, and the modem on October 17, 2022.

On October 18, 2022, ***************, *** have inadvertently been contacted about unreturned equipment, due to the account being referred for equipment recovery. However, there is no equipment on the account, nor unreturned equipment charges.

On November 9, 2022, a credit was applied to the account to clear the outstanding balance. **************** has been provided my direct contact information should she have any additional questions or concerns regarding this matter. I apologize 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
Date:10/19/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been using Xfinity Mobile for some time now. Added 2 additional lines recently. Was thinking about adding more lines, but not so sure if want to contribute to their business. My recent billing cycle ended on October 12. I switched 2 lines from shared 1 GB to Unlimited ($15 to $60 monthly. Good business for Xfinity Mobile, right?) I was very surprised and upset to see that they charged me additional $30 for that billing cycle citing that I switched to Unlimited and it was a valid charge. How could it be a valid charge if I switched at the end of the billing cycle?? My bill should have been $90, not $120. I spent a long time on the phone with the agent trying to get my point across but she was adamant the charge was valid. I asked to spoke to her supervisor. She said all supervisors are in a meeting and not available. I said I'll hold. She put me on hold and a few minutes later I was disconnected.
Customer Answer
Date: 10/21/2022
I'd like to inform you that Xfinity Mobile replied quickly to my complaint and to my satisfaction. Thank you very much for your assistance!
Initial Complaint
Date:10/19/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Comcast/Xfinity is charging us for service that they are not providing. Tried numerous times to contact them,but always get disconnected.
Business Response
Date: 11/18/2022
November 18, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:*************************
21346 *******************
**************, ** 33952

Case Number:18243264
Date of Notice:October 20, 2022

Dear Sir/*****:

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

On October 25, 2022, a service visit was completed during which time the technician replaced an outside hardline and attached a new aerial drop to the home. On November 17, 2022, our maintenance team completed work in the area to resolve a signal leakage issue and adjusted signal levels to within specification.

I attempted to follow up with **************** after our initial conversation on October 24, 2022 but was unable to reach him. On October 21, 2022, a credit was applied to the account which was reflected on the November 9, 2022 billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

***********************
Executive Customer Relations
Initial Complaint
Date:10/19/2022
Type:Customer Service 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.
When we moved into our home last year we signed up for internet services with Xfinity for internet ONLY for a monthly bill of $44.88. Suddenly I started to be charged $63.99 without any notification. I assumed this was for a movie rental. I was alarmed to see my statement on August 10, 2022 that stated: $16.42 for partial charges, a regular monthly charge of $114.99, a one-time charge of $29.99 and taxes and fees of $12.61. A total of $174.01. When I called the first time, the gentleman who helped me said that what he saw on my account was alarming and this should not have happened. I have spent hours on the phone with Comcast. I was told that I signed up for cable and to please check my email on August 7th. I don't have an email from Xfinity on that date. I received an email to view my bill on August 11th. I requested that this email be resent but never saw it. On August 6th I paid $64.88 and continue to be charged the amounts above. They suggested I change my password, which I did. I currently have a balance of $297.26 and am told my internet will be shut down if not paid by November 7th. This is after countless requests to discontinue cable. My family, which includes 2 young children have not one used cable ever. We utilize a smart TV for apps. The package they told me I signed up for was 30 plus channels for children. I strongly feel I am being scammed because I will rent children's movies and this is an attempt to receive more money. I assure you, my children do not know how to request cable, nor do they sign in to my Xfinity account. Please help these fraudulent charges be deleted and please help me get back to the internet plan I chose of $44.88 a month. I have contacted my lawyer and made him aware of the fraudulent attempt to increase my monthly bill.
Business Response
Date: 11/07/2022

November 7, 2022

BBB of Metro ************* & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re: ***********************;
42 ****************
********, ** 06405

Case Number:18244865
Date of Notice:October 19, 2022

Dear Sir/Madam:

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

On November 2, 2022, I spoke with ****************** regarding a billing explanation. Our records indicate on August 7, 2022, ****************** added ********* and Kids & ****** standard retail rate, with the current Performance Internet 12-month promotion, which expires on May 16, 2023. The new rate reflected on August 10, 2022 billing statement. On September 11, 2022, ****************** removed the Kids & ****** the account. A prorated credit was applied and reflected on October 10, 2022 billing statement.

On October 29, 2022, the ********* cable package was removed from the account and the Flex equipment, ****************** will be returning the equipment to Comcast. At this time, ****************** is subscribed to Performance Internet 12-month promotion effective May 17, 2022 through May 16, 2023, additional services, equipment, taxes and fee are not included. The prorate credit and new rate will reflect on November 10, 2022 billing statement.

Regarding *** (Pay Per View), on August 2, 2022, a *** movie purchase was charged to the account and on September 11, 2022, a *** rental was charged to the account. On November 2, 2022, I refunded the *** purchase as a goodwill gesture. In addition, on November 2, 2022, I applied a credit to compensate for the billing overcharge. The credits will reflect on November 10, 2022 billing statement. Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust 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:10/19/2022
Type:Customer Service 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.
Since joining Xfinity mobile we have had nothing but problems. But most recently my husbands line continues to not be able to receive calls. It goes straight to voicemail and we end up having to call Xfinity and have them do whatever they do on their end to resolve the issue. It is not a permanent resolution this has been happening on and off since beginning of September. My husband is in sales and due to the lack of reliable service on the part of Xfinity mobile we have lost income. Since my husband is in sales it has also put his job on the line not being able to reliably answer his phone and make sales. We have tried everything on our end to make this work. We have continued to call and contact Xfinity mobile both in-store and through phone, We even tried to upgrade his phone to make sure that it wasnt the issue, but the problem has persisted.
Business Response
Date: 11/04/2022
November 4, 2022

BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103

Re:*****************************
4691 ****************
Salem, ** 97305

Case Number:18244864
Date of Notice:October 19, 2022

Dear Sir/Madam:

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

Comcast records indicate on September 27, 2022, ************** processed an upgrade order for an iPhone 14 Pro *** with the new eSim to reduce the intermittent service experienced with incoming calls. On October 13th and 18th, 2022, additional network troubleshooting was completed, and the mobile services and device are working as intended.

On October 25, 2022, I spoke with ************** and completed additional troubleshooting steps with our ******* Wholesale team to confirm the mobile service is working as intended and that there were no issues found with the serviceability in the local area. Education was provided on serviceability and advised credit isnt warranted for intermittent service that ***be experienced. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

**********************
Executive Customer Relations
Customer Answer
Date: 11/04/2022
[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: 18244864

I am rejecting this response because: we were told we would receive a phone call from higher up management and still have not received the call. We were promised a call back within 48 hours for this issue and Monday October 31 was past the 48hour ***** This issue will not be resolved and will continue being complained about until a call is received and management speaking directly to *****************************. If management is unable to get thru via phone, it is because the network keeps being shut down to where he cannot receive phone calls and another communication method MUST be utilized. Text messaging is allowed, and email communication also. All of this contact information is information that xfinity has on file and should be required to utilize when a customer cannot be reached due to ********************** service being off unannounced and unexpectedly.

we expect to receive a phone call in the next 24hours as originally promised.

Regards,

********* and *****************************
Initial Complaint
Date:10/19/2022
Type:Customer Service 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 ****************, I called number of time to try and speak with the person who tried to send my the ***** return label to return a phone that I cannot use. I called customer services who stated they cannot help since it passed the 14day time frame, and told me to go to ***** to help. I tried to go but they saying I need a return label from Xfinity. I just tired of getting the run around and want to return this phone and stop the charges, this company want to deduct more money from my bank on November 7, 2022. Please help.
Business Response
Date: 10/28/2022

October 27, 2022

BBB of Metro ************* & Eastern ************
1880 **********************************************.,Suite 1330
************, ** 19103

Re:       *********************
            ************************************************************************************************************************************************** 33909

            Case Number:              18244861
            Date of Notice:             October 20, 2022

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 19, 2022, I spoke with ************** to discuss his concerns, explaining our position on this matter,as detailed in our response ****** dated September 2, 2022, case # ********,which has not changed and remains as previously explained. ************** was previously sent return labels to return the device and ********************** expressed the sensitivity of the return; however, ************** stopped answering calls and responding to emails. The device was never returned to the warehouse and as of September 2, 2022, we communicated that ************** would be responsible for device and all charges associated with the device.

On October 25, 2022, I spoke with ************** again and reiterated the previous resolution. The line of service attached to the unreturned device was deactivated the same day. ************* was advised that we are no longer able to accept the device back and he will be responsible for the remaining device balance.
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,

****************
XM Executive Resolutions

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