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

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:10/18/2022

  Type:Customer Service 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 mobile has once again created ghost phone lines on my account. I do not have a phone plan or services with Xfinity mobile. I was considering switching over to them, despite the previous problem of them creating a ghost account. This time theyve created 3. First of all, my 3 phones were not able to be transferred so theyre still with Boost because ***** is still fixing the issues that I filed a complaint against them for. So, theres no way I couldve transferred plans. Second of all, the *** cards disappeared. I texted ****** to cancel any pending transactions & explained that I would consider transferring at a later date. He replied confirming the cancellation of all services but instead I received e-mails that he activated 3 lines of service. Now, I have a pending bill. I have emailed Xfinity mobile requesting a ***************** have not replied in any way. Please help!

  Business Response

  Date: 11/04/2022

  
  November 4, 2022
  
  
  BBB of Metro ********** ** & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       ********************* ******
              *************************************************************************************************************************** 17201
  
              Case Number:              18238666
              Date of Notice:             October 18, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* ****** regarding Xfinity Mobile service.
  
  Comcast records indicate on October 3, 2022, ************** ordered 3 sim cards for 3 new lines of service, the cards were delivered on October 7, 2022. On October 10, 2022, the lines of service was semi activated and on October 11, 2022, a request to deactivate the semi activated lines was processed.
  
  On October 20, 2022, I spoke with **************** and explained the information above. I explained the billing cycle starts the day you activate your first line or seven days after your device or SIM card ships (assuming it's delivered successfully) whichever comes first. I also explained that a system error prevented the lines of service from deactivating on October 11, 2022. **************** was advised a service request ticket was submitted to complete the deactivation. On October 20, 2022,a credit was applied for the October 13, 2022, invoice, this will impact the same invoice.
  
  On November 3, 2022, the system error was cleared, with the deactivation date still reflecting for October 11, 2022. 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
  
  
  

  Customer Answer

  Date: 11/10/2022

  [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 and although the details in Xfinitys response are completely inaccurate, they seem to have resolved the billing issue, at this time. For clarification purposes, I never activated any lines with them. In fact, I reported through texts that the *** cards were not received (they had delivered them to a chair that ultimately had been moved) & I had requested that the 3 pending phone lines (that had no phone number, at the time I canceled the order)be canceled until I resolved the billing issues with my established phone service provider. Since ******* explained that their system automatically activated the 3 phone lines & assigned phone numbers because of how their system is set up, yet theyre working on correcting the system errors that do this & because they removed the erroneous invoice, I will accept the correction.
  
  Regards,
  
  ********************* ******
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  They went into my account and took ****** outta of my account without authorization with my old debit card i previously told them I did not want service anymore and they did not disconnect and did not have that account on auto pay with my new debit card for

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  
  BBB of Metro ********** ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:       **********************;
      ********************************
      **********,** 15136
  
              Case Number:                 18238665
              Date of Notice:                October 18, 2022                                      
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  On October 19,2022, I spoke with **************** regarding her billing concern. **************** claims she requested to disconnect her services in September 2022. Our records show we disconnected services on October 19, ******************************** addition,when **************** began services on July 20, 2022, she states requested to be on unlimited not by the gig. As she was on our By the ******** plan she incurred overage charges for two billing cycles July 21 to August 20, 2022, and August 21 to September 21, 2022. I advised her I would try and look up the calls to confirm what was request but the initial sales call my not be available as Xfinity Mobile only houses calls for about 45 days.
  
  I advised *************** that Xfinity Mobile strictly operates with AutoPay and any amount due is collected automatically, as per our terms and conditions she accepted when she began services on July 19, 2022.  I also confirmed that our records show that the charge mentioned was reversed by her financial institution on October 24, 2022 and the account is now past due.
  
  I have since been unable to reach **************** via phone and email. Although I have been unable to reach **************** after our initial call, I was able to confirm that the audio for these calls is no longer available and I cannot confirm nor deny what was said. However, we would like to offer her a courtesy credit for a certain amount. **************** contact me so that we may discuss the offer. I apologize for any inconvenience this may have caused while a resolution was obtained.    
  
  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

  Date:10/18/2022

  Type:Customer Service 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.

  5G and LTE kept losing service. I use my phone for work to deliver food via Doordash. About 3 months ago the service for data (5g and LTE) kept dropping off. I would need to either drive around and look for free wifi or restart my phone hoping I would get data back. This impacts my ability to provide for my family and pay my bills.Another issue that we were having was; I purchased an Apple watch for my wife for our anniversary. It took 2 months of going back and forth with Xfinity to get the device added. They were never successful at adding the device and I ended up returning it.It goes without saying but; I have been paying for a service that I have not been receiving. I have tried reaching out via social media, their support lines, and their "escalated" service team. They have all failed to fix my problems and furthermore, I feel like no one listens because I have to keep correcting them when they (eventually) get back to me. Also, they always say they will call back on a day and never meet that. I will hear back like a week later.We purchased new phones middle of September in hopes that it might fix the issue with the data dropping. The issue remains and I can no longer tolerate the loss of work because of their poor service and inability to attempt to help me. I am looking to have the cost of the phones refunded. I will return the phones too.

  Business Response

  Date: 11/03/2022

  
  November 3, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:************************************************************************************************ 01523
  
  Case Number:18238663
  Date of Notice:October 16, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity Mobile service.
  
  On October 20, 2022, I spoke with ****************** regarding his Xfinity Mobile concern(s). ****************** purchased two devices from Xfinity Mobile on September 9, 2022. Prior to speaking with ******************, both of these devices were deactivated due to him porting the numbers out on October 15, 2022. ****************** informed me that he did not want to have Xfinity Mobile service. I processed the deactivation of his watch on October 20, 2022, which was still active when I initially spoke with ******************. ****************** and I agreed upon returning the devices to receive a refund. As a courtesy, I also applied a credit onto Mr. ******** Xfinity Mobile account which cleared the balance of the September to October 2022 billing invoice. I informed him that I would request labels be sent to him and would follow up with him to confirm he received them. 
  
  On October 26, 2022, I spoke with ****************** who informed me that he did receive the labels but has since change his mind. ****************** wanted to keep the phones and have them unlocked. Xfinity Mobile requires the devices to be past 60 days from purchase date before they can be unlocked. However, since ****************** paid off the devices, we honored his request and successfully unlocked the phones. ****************** confirmed the devices have been unlocked on his end and had no further questions. I apologized for any inconvenience this may have 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,
  
  
  ************
  XM Executive Resolutions
  
  

  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:10/18/2022

  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 paid of my remaining current mobile bill, forward balances and phone payments. I requested an unlock code for my 3 devices as we are switching carriers. It's been 5 days now and every time I call or go on chat and ask for my unlock code, I just get hung up on or disconnected from. I literally just paid nearly $2000 just so I could legally unlock my device and switch carriers. I could've said F them and just went to a a unlock website service for $20 and I would've had the code in an hour. This is unacceptable. I legally am required to be provided the unlock codes to my devices, provided I meet eligiblity requirements as per federal law, which I do. They are out right refusing to provide the code and literally commiting a federal crime!!!

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  Better Business Bureau
  1880 John F. Kennedy Boulevard
  Suite 1330
  Philadelphia, PA 19103
  
  Re:   *********************************
  ** **********
  West Springfield, MA *****
  
  Case Number:    ********
  Date of Notice:   October 18, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ********* regarding Xfinity Mobile service.
  
  On October 18, 2022, I spoke with *** ********* regarding his Xfinity Mobile account. Our records indicate the unlock requests were completed on October 14, 2022, for three devices. A ******** **** *, a ******* ****** **** ** ***** and a ******* ****** ***.
  
  On October 18, 2022, the unlock codes were emailed to *** ********* for the ******** **** * and the ******* ****** **** ** *****. No unlock codes are needed for the ******* ****** ***, as this is completed over a wi-fi connection.
  
  On October 20, 2022, *** ********* confirmed that the device was successfully unlocked. I apologized for any inconvenience this may have 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 (844) 963-0087, Extension *******.
  
  Sincerely,
  
  Teresa B.
  XM Executive Resolutions
  

• Initial Complaint

  Date:10/17/2022

  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.

  Comcast/Infinity dug a large pit in my front yard to repair internet service to some of my neighbors. I am not a Comcast customer. Five months later, ******************** has still not filled in the pit. We have made at least 6 phone calls to Comcast in an effort to get them to come out and repair our yard. The pit is now filled with tall weeds, and it is a public nuisance. There a lot of small kids that live on our street, so this is a public safety issue as well.

  Business Response

  Date: 10/28/2022

  October 28, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************************
  3316 **********************************
  **********, ** 23059
  
  Case Number:     18225993
  Date of Notice:    October 18, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On October 26, 2022, I spoke with ********************** and confirmed that the damages to ************************** yard were repaired as of October 19, 2022. 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: 10/28/2022

  [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:10/15/2022

  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.

  My wife and I switched from **Mobile to Xfinity Mobile. When Xfinity tried to switch over our phones, they had unspecified problems, leaving both of us without working phones for 34 days, and me without a working phone for 10 full days.During that time:We called/chatted Xfinity no fewer than 20 times for an estimated 45+ hours.We had 10+ agents hang up on us without warning, and at least 3 chat agents disconnect without warning.We were told 5 times by tier 2 agents that we would receive calls back, which never happened.When we asked for managers, we were told on multiple occasions that "all Xfinity managers are in a meeting that will last at least 2 hours."One agent said we could call a tier 3 rep ourselves and gave us a bogus number just to get us off the phone. When we called the number it was someone's personal cell phone. The agent said "oh, it must be a wrong number" but then refused to give us the correct one.We went into the Xfinity store 2 times. The second time we went into the store, my wife was in tears and was STILL treated rudely by the manager, who actually told us to "go to the TMobile store and switch back if you're unhappy."We then went to the **Mobile store and were there for 6 HOURS while they tried to help us retrieve our number from Xfinity Mobile.X-finity said they'd assigned my number to someone named ***************Today, number is STILL being help hostage by Xfinity. We were on the phone for 2 hours yesterday trying to get this fixed, and the person said it would take "30 days to fix the issue." And then transferred us without warning to the billing department (?). I am 8 months pregnant. This switch was supposed to be seamless and save us moneyinstead it's wasted more than 40 hours of our time, caused us to miss work, caused us to miss important calls, cost us an extra $150 to **Mobile to re-activate our lines, and caused so much stress that at this point, complaining to the *** is literally our only recourse.

  Business Response

  Date: 11/18/2022

  
  November 18, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       ***********************
              ****************************************************************************************************************************** 94501
  
              Case Number:                          18227908
              Date of Notice:                         October 29, 2022
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to your office by *********************** regarding.
  
  On September 25, 2022, ***************** accepted Xfinity Mobile service and wished to port her telephone numbers from her previous carrier. On September 29 and 30, 2022, Xfinity Mobile submitted a port request to T-Mobile for Ms. ******** telephone numbers, and the telephone number were promptly ported. However, due to an error, the telephone numbers were not activated for service on Ms. ******** account. On October 7,2022, the error was corrected for the telephone number ending in ******************************** ******** account. On the same date, Xfinity Mobile received a request for the port of the telephone number ending in **** from T-Mobile and the telephone number was promptly ported.
  
  On October 18 and 20, 2022, I spoke with ****************** to advise her of above information and apologize for any inconvenience or frustration that she may have experienced while attempting to resolve this matter. On October 19, 2022, the error was corrected for the telephone number ending in ******************************** ******** account.On October 23, 2022, Xfinity Mobile received a request for the port of the telephone number ending in **** from T-Mobile and the telephone number was promptly ported.  A service credit was applied to Ms. ******** account, and the credit will reflect on her final billing statement. I provided my contact information to ****************** so that she can contact me with any additional questions or concerns that she may have regarding this matter.
  
  Sincerely,
  
  
  **********************
  Executive Resolutions
  ********************************
  
  cc:        ***********************
  

• Initial Complaint

  Date:10/14/2022

  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.

  Please see the attached document

  Business Response

  Date: 11/01/2022

  
  
  November 1, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       *************************
              **************************************************************************************************************************************************** 80247
  
              Case Number:              18227295
              Date of Notice:             October 17, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On December 27, 2021, *************** accepted a package plan change to the Superfast internet single play at a promotional rate for 24-months with a term agreement, which includes: The Superfast internet speed tier of 600/20 Mbps, and the option of a ************ discount for utilizing both paperless billing and automatic payments. The agreement is effective from January 20, 2022, through January 20, ****. The promotional price is effective from January 20, 2022, through January 25, ****.Additional services, equipment, taxes, and fees are not included and are subject to change.  Our records indicate that **************** is subscribed to both requirements for the ************ discount per month discount, however he is not receiving it due to an unknown system error.
  
  With respect to the paperless billing and automatic payment discount, on October 18, 2022, I offered *************** to change to a new plan in an attempt to reinstate the discount or an alternative discount per month for a 12- month period.  At this time **************** declined those options because he is looking to cancel his service.
  
  A billing representative applied a credit to the account on October 12, 2022. On October 18, 2022, I applied a credit to reflect what the discount amount would have accumulated over a 12-month period.  The credits reflected on the October 21, 2022 billing statement.
  
  Upon speaking with **************** on October 18, 2022, I explained his bill generates each month on the 21st for services from the 26th to the 25th of the following month. The due date is the 16th and that is when the automatic payment is scheduled not on the 13th. 
  
  If **************** has authorized through his financial institution for them to make a payment to Comcast on his behalf on a specific date, that is not the same as automatic payment.  However, when the payment ******************** financial institution submits to Comcast is not the full amount of his billing statement, then on the 16th the automatic payment takes the remaining amount owed.I apologized for any inconvenience and overall experience 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:10/14/2022

  Type:Order 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.

  Received a unsolicited sales call from XFINITY MOBILE after signing up for Internet. I was heavily mis-guided/informed and sold a mobile device with false terms. I have since tried to return the device half a dozen times both calling the **** number & visiting a physical location. I have been unsuccessful in being able to accomplish this, and have now received a collection notice from XFINITY saying I owe them for the devise, which were sold to me under false pretenses, essentially it is flat out sales fraud. I would like a phone call ************ from someone who can actually help. I have spent over 10+ hours trying to resolve, however no-one seems to know how to fix or even understand what's going on.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       ***********************
              **** ************
              ******** ** 55125
  
                Case Number:                    18209394
              Date of Notice:             October 14, 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 October 17, 2022, I spoke with ************* and confirmed he was attempting to return devices to Xfinity Mobile since June 6, 2022. ************** prior attempts were unsuccessful, and he still has both devices. In addition, Mr. ****** account was placed with collections on September 15, 2022, for the cost of these devices. I agreed to process the return of the devices and emailed him the Fed Ex label. I explained that once the devices are received, and confirmed no damage found, a credit would be applied to remove the account from collections.
  
  On October 21, 2022, I spoke with **************, and he advised he did receive the Fed Ex label but had not returned the devices. Additionally, ************** was unsure when he would be returning the devices and aware the account will remain in collections at this time. However, ************** advised me he will notify me when the devices are returned, and no changes will be made to the account at this time.
  
  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

  Date:10/14/2022

  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.

  Several Problems: 1. I am not being credited for a phone (new) that I returned because it was the wrong color. For which I have a ***** receipt signed by one of their staff in ***** which I have shown the staff at Xfinity in Ct. The phone remains listed on my account.2. I am being billed for that phone.3. I am still waiting to have the replacement phone activated. I am a physician, this was my Office line. It has been inactive for over a month, and for weeks I have been told to 'wait.'4. I am being billed for this phone which is basically a 'brick.'5. The new phone does not have the discount which initially interested me in it. On Friday 9/2/22 I started the process of transferring my ************** land lines from ******* to Xfinity. Unfortunately the information that ******* had given me on 9/1 wasn't adequate, so I needed to call them back and make another appt. and return to Xfinity, which I did Thursday 9/8/22. On that date I ordered two mobile phones and started the 'Porting' process with the sales person ******************************* (who was very nice.) I brought with me a color printout of a phone I'd found on their website and an advertisement for a sale their company was offering. Galaxy Z-flip phone in Bora Purple. They did not have that phone in stock and would have to send it to me. I was told two days. But it was two business days and included the weekend. I received the phone on 9/12. It was the wrong color. And given how expensive it was. I called customer service on 9/12 to report this and ask for an exchange for the correct color. I was (after another call and some pressing) eventually sent a return label, and had the phone boxed up and ready to place in the hands of the ***** person delivering me the Purple phone on 9/15/22. The company has sent emails stating I did not return it.I called the company 3X and I have been to the store 2X since my problems started. But the manager *********************** did not call me as she said she would.

  Business Response

  Date: 11/02/2022

  November 2, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*******************************
  64 ********************** 
  ********, ** 10509
  
  Case Number:18209529
  Date of Notice:October 14, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Comcast Business Mobile service.
  
  On October 17, 2022, I spoke to **************** regarding her Comcast Business Mobile concerns. Our records indicate mobile services were established on September 8, 2022 in a Xfinity retail store. **************** purchased one iPhone SE (device ID ending in ***** with a ******** device payment plan (DPP). That same day, a second line was purchased and shipped to the service address for one ******* *************4 (device ID ending in ***** in the graphite color as a second line. The ******* device was purchased within the $450.00 Off Select ******* Phones promotion running from August 10, 2022 through September 8, 2022.  
  
  The promotion details state that customers can qualify for $450.00 off the price of select ******* phones (A-series models excluded) when adding to a new line of service or upgrading an existing line. New lines must be purchased with a Device Payment Plan (DPP) and the intent to port an existing phone number from another carrier within 30 days. Existing lines must be upgraded to an eligible device with a DPP.
  
  On September 12, 2022, the ******* device with ID ending in **** was received and returned to Xfinity Mobile as the incorrect color. On September 20, 2022, the device was received in the Xfinity Mobile warehouse. The device was inspected and graded as B-Stock no trouble found. On October 17, 2022, the device payment plan balance was credited and accelerated for the billing cycle ending November 10, 2022. 
  
  Our records indicate a third line was ordered on September 12, 2022 for one ******* *************4 in Bora Purple (device ID ending in ***** with a ******** DPP and delivered to the service address on September 15, 2022. On September 13, 2022, the number ending in ********************************************* ending ****. Our records indicate multiple activation attempts for the number ending **** from September 15, 2022 through October 26, 2022. The number was activated on the network on October 28, 2022 and aligned to the ******* ************* 4 device id ending ****. On October 31, 2022, the billing system reflected the active ******* *************4 details. 
  
  On October 17, 2022, a courtesy credit was applied to off-set the refund to the card ending ****. On October 21, 2022, an immediate courtesy credit was applied to the billing cycle ending on October 11, 2022. On October 21, 2022, a second credit was applied to off-set a second refund processed to the card ending **** for the original order placed on September 8, 2022. On October 26, 2022, both refunds were confirmed as received. 
  
  On October 28, 2022, a courtesy credit was applied to the billing cycle ending November 11, 2022. On October 28, 2022, due to the delay in transferring the number ending **** for the $450.00 off the price of select ******* phones promotion, I applied a lump-sum credit in-lieu of the monthly credits to the billing cycle ending November 11, 2022 to be utilized until fully depleted. 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,
  
  
  ********************
  Xfinity Mobile Regulatory Specialist
  
  

  Customer Answer

  Date: 11/02/2022

  [l am grateful to ******************** for the work she did to resolve my problem and get my phone line running.. In addition I appreciate the various credits she tendered to make whole my extra expenses, the sale, etc. ******** was professional,  supportive, availabe, and patient. I wish that I had encountered someone like her sooner. 

  What frustrates and saddens me is that I had to make this complaint, my first to the BBB, in order to get anyone to do anything effective for me.  Several calls to the support center and visits to my local store got me nowhere. No one at the main level, not even the manager that i spoke with, and who once asked for my number, ever followed-up or took responsibility. (I emailed her just to remind her. No reply. )

  So I, a physician, went without my office line for 2 months, and as the commercial goes, that was priceless. 

  
  *******************************, MD
  

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. 11 COMCAST ******** $1,633.00Under the Fair Credit Reporting Act, 15 U.S.C.§ 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***** *****
  *** ***************
  Palmyra, NJ *****
  
  Case Number:********
  Date of Notice:October 13, 2022
  
  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 reflect that ***** ***** is not an authorized user on the account in question. **************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologized 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,
  
  Sherry T.
  Executive Customer Relation