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

27,518 total complaints in the last 3 years.
8,959 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:10/11/2022
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.
Hello, I am owed a refund, as I have over paid on my account. I am now 45 days in, with 7 different conversations with their customer service, promising my refund will be sent to my bank account and it still has not happened. I am owed over 600.00 dollars. I need a resolution and my refund to be sent. Every time I call, i get told something new is holding the refund for reason's ive never even heard of. The last call I made they said I had not returned Equipment, which is incorrect. I returned the equipment to their comcast store here in Washington. Arvin, with comcast said the equipment issue was fixed and that my refund would be on its way. Several Customer service ticket numbers have been issued with the promise of resolving and crediting me, but nothing ever happens. When I ask for a manager, they tell me their supervisor's / managers are busy and can not take the call. The last ticket number they gave me was ********* and i spoke with Arvin, with the promise again that someone would call me in 24 hours, which did not happen. I have returned and shut off all equipment over 30 days ago.
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: ***************************
***** **********************
Spanaway, WA *****

Case Number:********
Date of Notice: October 11, 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 12, 2022, I spoke with ************** regarding a refund request. Our records indicate that ************** is due a refund. I confirmed the refund for payment after disconnection of payment was received on October 18, 2022, 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,

Louise L.
Executive Customer Relations
Initial Complaint
Date:10/11/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on september 16, 2022 i placed an order online with xfinity, to add 4 outdoor cameras, 1 indoor camera, 2 kwikset door locks, and 1 door bell video camera, along with an updated modem that was compatible with the door locks and cameras. well it is now october 8, 2022 and i still havent received my equipment. i have called and spoke with several representatives about this matter and i have been told and reassured that i would be receiving my equipment within the next few days and each time i was told that the order was never completed so my equipment was never shipped out. i do not think it should be this hard for me to upgrade my services nor should it be this hard to ship out my equipment..
Business Response
Date: 10/26/2022
October 26, 2022

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

Re: ***************************
15 ***********************
******, ** 32726

Case Number:18186767
Date of Notice: October 8, 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 19, 2022, I spoke with *************************** regarding a billing related concern. Our records confirmed an order was placed on September 26, 2022, to add Xfinity Home Security to the account. On October 10, 2022, Xfinity shipped the equipment to the home and on October 12, 2022, all the equipment was delivered. Hurricane ************* have caused the delivery delay.

Hurricane *** also impacted Mr. ******* services. **************** confirmed that all services were restored as of October 14, 2022. On October 19, 2022, a credit was applied to the account for service issues. The credit is expected to reflect on the billing statement dated November 17, 2022.

Please be advised the billing on this account is accurate. 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:10/11/2022
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.
Upgraded to iPhone 14 using existing line. Received iPhone 14 , try to exchange it with iPhone 13 under Xfinity Mobiles return/exchange policy. I did everything as requested, but Xfinity mobile would not allow me to use the existing line on the existing phone while I waited for the exchange. Visited Xfinity store, but previous Xfinity agents made such a mess of account, the store could do nothing. I was force to add a line because I had no phone to use with my previous number. I finally received the iphone 13, but have not been able to activated because the account remains a mess from a technical glitch. Being billed for a phone line that I cannot use and every time I speak with someone at Xfinity I am told I need to wait ***** hours and it will be fixed. That was over 550 hours ago.Timeline:9/17/2022-Ordered iphone 14 to upgrade existing line9/21/2022-received iphone 14, but wanted to exchange it for iphone 139/22/22-Chatted with xfinity agent on procedure, asked if I could use my old phone while I waited. Agent said no, there was nothing they could do. 9/23/22-Chatted with another agent, ask why the existing line was not working. they did not know, said to wait ***** hours9/24/22-went to xfinity store. Store attempted to exchange, but could not do anything because account had become unmanageable. They called someone and same thing. was told to wait ***** hours or until iphone 14 was received by them and I received iphone 13.9/25/22-Chatted again with agent. Asked when this would be cleared up. said 3-4 days. ask why I could not use number associated with account. They did not know, said wait ***** hours. Was force to add a new line with the old phone. 9/28/22-iphone 14 returned to Xfinity, have email stating this and that it had been checked for damage and nothing was wrong.9/29/22-13 arrived and could not activate, told to wait ***** hours10/3/22-could not activate, told to wait ***** hours10/8/22-could not activate, told to wait ***** hours
Business Response
Date: 10/31/2022

October 31, 2022

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

Re:*******************
1354 ***********
**********, ** 21784

Case Number:18196024
Date of Notice:October 12, 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 25, 2022, I spoke with ************** regarding his Xfinity Mobile concern(s). It was found that ************** had purchased an iPhone 14 for his second line on September 17, 2022. The device was delivered and attempted to be activated by ************** on the first line. Due to system limitations regarding the new eSIM process, this caused delays in activation as well as the dropping of the promotional credit on the device. On September 24, 2022, ************** returned the iPhone 14 and replaced the device with an iPhone 13. Due to the still pending iPhone 14 activation, this required the device to be activated under a temporary number and then transferred to **************** line as requested. This was completed on October 19, 2022.

On October 25, 2022, I applied to remove any charges due to the temporary line. On October 26, 2022, I applied a one-time credit in lieu of the promotional credit as approved by **************. These credits will reflect on the November 6 and December 6, 2022 invoices. ************** confirmed he is satisfied with this resolution via email date October 27, 2022. I apologized for any inconvenience this may have caused while attempting to resolve this matter.

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

Regards,

**************
XM Executive Resolutions
Initial Complaint
Date:10/11/2022
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; Xfinity Mobile, has held my phone hostage longer than FCC guidelines. I transferred my services to a new provider on 10/5/22. As of 11:55am on 10/10/22 my phone has not been unlocked. I have contacted multiple reps and been given credit to my account with the promises of fixing in ***** hours multiple times.
Business Response
Date: 10/31/2022
October 31, 2022

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

Re:*******************************
90 ***************
**********, ** 03104

Case Number:18196023
Date of Notice:October 12, 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 12, 2022, I spoke with ********************** regarding his Xfinity Mobile concerns. Our records confirm that on October 5, 2022, two payments were made for the outstanding unbilled device payments. Additional device payments were pending on the current billing cycle. On October 7, 2022, the device unlock request was submitted, and was completed on October 10, 2022.

On October 12, 2022, I confirmed that ********************** successfully unlocked his mobile device. The following courtesy credits were applied to the account: On October 5, 2022, October 6, 2022, and October 8, 2022. 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 ****************************-2834.

Sincerely,

********************
Xfinity Mobile Executive Resolutions
Customer Answer
Date: 10/31/2022
[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:10/09/2022
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.
In May my son put me on his telephone with Xfinity I was there when he did it in the gym and wanted to know if I wanted to get an extra phone also so I talk to him and he told me I just I just had the Internet that I could have another phone if I wanted for about $15 a month and the phone is free However after the first month or so I started receiving bills and I did not know what they were for I finally looked it up and found out they were now charging me for the phone I called them and asked why they said because I didn't bring a phone number and put it into Xfinity from another company I told them that The gentleman that hook me up to the phone did not tell me I had to bring the phone number from another company so I wanted to give them the phone back and asked for a refund they refused I kept calling and talking to different people three people I talk to said they would help me and that I could send the phone back and the first person said he would send me an email telling me how to send a phone back he never sent one and second person said that they would help me send the phone back and call me the next day at 1 o'clock they never called back and The third person said they would send me a label to send the phone back but they never did in the fourth person also said they would send me a label back they didn't I didn't get a phone call from someone else at Xfinity and they said they would not give me my money back and I take the phone back At that point I decided to stop fighting them and this is where it stands can you help me
Customer Answer
Date: 10/18/2022
Comcast took care of the problem. Thank you for your help
*****
Initial Complaint
Date:10/09/2022
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.
Not able to cancel my services. They have made it extremely difficult to cancel, I was on chat support for multiple hours to cancel.
Business Response
Date: 10/18/2022
www.comcastcorporation.com
October 18, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re: *********************************-Salem
10B *******************
*******, ** 98119
Case Number: 18188144
Date of Notice: October 10, 2022
Dear Sir/*****:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by
*********************************-Salem regarding Comcast Business Service.
On October 10, 2022, I spoke with ********************-Salem and confirmed that a scheduled a disconnection
of service became effective October 7, 2022, as requested. A final billing statement will be sent on
November 7, 2022.
During my conversation with ********************-Salem, I confirmed that I applied a credit to the account on
October 10, 2022, for 3 days of service that she was billed beyond her intended disconnection date of
October 3, 2022. This credit will reflect on the November 7, 2022, billing statement.
On October 13, 2022, I spoke with ********************-Salem and confirmed that a balance owed remained on
her account after the credit was applied. I further confirmed that her scheduled auto-payment on or around
October 18, 2022, would draw on her payment method Comcast has on file. 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:10/09/2022
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.
I've been trying too sort this mess out for over a month. I couldn't do early upgrade online, instore because I wanted 256g RAM, or via phone. Then i called again to see what i needed to do and rep said she'd do it and i ordered ******* S22 ultra phone on **** to replace a S21 Ultra. I'm disabled and this upgrade with ****** promo would save me money. Rep didn't do early upgrade but gave me a new number and line. I got original number shifted to S22 when phone arrive **** spent over an hour on chat its accomplish. I returned S21 via fed ex 9-2 and didn't find out for 2 weeks (past 14 day return window) that I was being charged for both phones and still no promo credit given. Warehouse hadn't checked phone and after being prompted they graded it C when rep in store graded it an A. Spent 2 hours 10.4.22 on phone with support only to be laughed at, made fun of, told a supposed Supervisor was working while still laughing while talking. No callback from any management. Now no credit for payment I had to make on phone in their warehouse, and have 4 lines on my account instead of the 2 we've had for 2yrs.Xfinity isn't doing anything to help me. Support has laughed and mocked me in addition to adding a $45.00 unlimited line to my account that i didn't authorize. Rep ***** told me the supervisor said had a choice of ****** promo or S21 paid off. Not both. I'm getting no help for all the calling, chatting, texting, being on hold, and being ignored because of a mistake on their end. I'm not asking much... take back S22 while refunding money paid and give back S21. Said they can't and promo past. I asked to take S22 refunding money owed OR applying to apple 14 pro and use it for early upgrade and give me ****** promo currently active. I can't talk to management so drove to store again. They won't refund payment I made on S21 to keep my credit good. They won't trade s22 for iPhone. They won't give back s21.
Business Response
Date: 10/14/2022
October 14, 2022

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

Re:***************************
4939 *********************
*******, **, 48074

Case Number:18188145
Date of Notice:October 9, 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 12, 2022, I spoke with **************** regarding her Xfinity Mobile concerns. **************** had ordered a ******* Galaxy S22 Ultra 256GB Burgundy. The line was placed as a new line activation instead of a line upgrade. **************** then moved her existing number to this device. Promotional qualifications state 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. This invalidated the promotional offer.

On September 13, 2022, Ms. ******* original ******* Galaxy S21 Ultra was graded in the Xfinity warehouse as no trouble found. However, the device payment plan was not waived from Ms. ******* device. On October 5, 2022, a credit was applied to the account to cover the promotional discount on the ******* S22 Ultra device. The credit also included the remaining device payment plan balance that was applied to Ms. ******* account. The credit will remain on Ms. ******* account and go towards future billing until depleted.

On October 12, 2022, the iPhone line that **************** stated she did not request was deactivated from her account. On October 12, 2022, two credits were applied to Ms. ******* current open billing cycle of September 15, 2022 through October 14, 2022 to compensate for the unlimited data plan charges and activation charge for this line. 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
Initial Complaint
Date:10/09/2022
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.
We purchased 3 phones from Xfinity & signed up for their phone service in May 12, 2022. The phones under my Mom's name and my brother card was used to pay. All 3 names were on the account. Received them May 17th. When trying to set up them up, we had trouble getting the phone numbers transferred & decided to send them back/cancel the service. We contacted Xfinity, they sent us ***** labels, & canceled the service. We mailed them back the July 11th. I called was told that they had received them on July 25. They told me I would be receiving a refund within 2 weeks. On the 27th, we received a bill for $203.26 for the service. Called Xfinity, they credited that back to the account because that had never been canceled in the system so we would'nt have to pay. After 2 weeks we still didn't have a refund. I call again. Told another 2 weeks & that the previous agent never moved the refund to processing. I was then told I would have to pay a restocking fee of $35. These 2 weeks pass, it's now September and we still haven't received a refund. I call again. They tell me 3-7 days. This too passes & I call again on September 14. They say 3 to 5 days. On September 20th, I received a bill for the phone service again that was supposed to be canceled. I call & they take this off again. I asked about the status of the refund - 3 to 5 more days. I call again on September 27th. They again say 3 to 5 days. It's now ************* frustrated. I call again on October 1st to check on the status of the refund. They tell me the same thing again & he tells me that they had previously not verified the phones were at the warehouse despite previous agents telling me that they had. He says 3 to 5 more days from that date. I know that it has not been 3 to 5 days since my last conversation with them but I don't believe the refund is coming. This has been going on for nearly 3 months at this point. None of the money we initially paid for the phones has been returned to the card.
Business Response
Date: 10/20/2022
October 20, 2022

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

Re:       ***************************
            915 PO Box
*******, ** 37717

Case Number: 18188143
            Date of Notice:             October 9, 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 several attempts to contact ****************** via telephone and email. Although I was unable to reach ******************, a review was completed on the account. Our records indicate on May 12, 2022, three devices were purchased online for two ******* Galaxy S22 and one ******* Galaxy S21; the devices were delivered on May 17, 2022. On July 11, 2022, Xfinity Mobile Specialist processed the return orders for the three devices and provided a ***** return label. On July 21,2022, the mobile account was suspended for non-payment of the billing statement issued on June 20, 2022. The devices were received at the Xfinity Mobile warehouse on July 25, 2022, but the return order was not completed. On July 27,2022, a Xfinity Mobile Specialist assisted with the deactivation of all the lines. On August 11, 2022, it was advised the refund for the upfront payment will be processed once the return order is completed. On September 2, 2022, it was advised the refund was processed; there is a restocking fee per device returned. Our records indicate that the refund was processed on October 10,2022, for the upfront payment for the devices and all monthly bill charges were removed. 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 Resolutions
Customer Answer
Date: 10/21/2022
[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:10/09/2022
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.
Comcast is missing a payment of ****** for **** of 2022; I no longer have that bank account so cannot get a copy for them. I have since paid them $244.00 to cover that missing payment and the services they hold hostage with fees. They did remove some ***** and incorrect charges and late fees. After 67 hours on phones gland handed to 6 agents and a supervisor over today of 7 hrs. they still demand ******, saying they are not going to credit a 46 yr customer ,without any missed payments in the past, that ****** payment. I want the payment credited to the account and the balance set to zero as it should be, with new charges due of ****** less the ***** from ACP funds with amount owed of ******, less yet anohter late fee of ***** with balance paid by me of ******.
Business Response
Date: 10/24/2022
October 24, 2022

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

Re:***********************
**** *************
********, ** 61107

Case Number:18188142
Date of Notice:October 9, 2022

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** who is authorized on the account regarding the Affordable Connectivity Program.

I made multiple unsuccessful attempts to contact *************************** via telephone/email however, my attempts went unanswered. Although I was unable to reach **************** a thorough review of the account has been processed.
The Affordable Connectivity Program (***) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under ***, current and new?Xfinity Internet customers who verify their eligibility through the ***********************************.s National Verifier?and then enroll in *** with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process. More details about *** with Xfinity are available at Xfinity.com/acp.
On December 29, 2021, **************** completed the *** (previously known as Emergency Broadband Benefit (EBB)) enrollment process with Xfinity. The initial *** credit appeared on the billing statement dated, January 21, 2022. **************** benefit transitioned to Affordable Connectivity program (***) on March 19, 2022. The account remains enrolled in *** and has continued to receive the monthly benefit credit.

Additionally, **************** statement dated June 21, 2022 reflects an unpaid balance forward. After a thorough review of the account, our records do not reflect receipt of this payment. Proof of payment would be required to properly be applied to the account. **************** account currently has a balance due for which proof of payment is required to clear the balance. Please be advised billing on the account is accurate.

On July 2, 2022 a service credit was applied on **************** account. The credit reflected on **************** July 21, 2022 billing statement. On September 13, 2022 a service credit was applied. This credit reflected on a September 21, 2022 billing statement. On October 19, 2022, a one-time courtesy credit was applied to zero the account balance. This credit reflected on the statement dated October 21, 2022.

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: 10/24/2022
[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: 18188142

I am rejecting this response because they just cant get it correct and Im looking for another provider; I wasted 48 hours on the phone, lines are still not buried undergorund and Ive had enough.

Regards,

***********************

Business Response
Date: 10/31/2022

October 31, 2022

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

Re: ***********************
3715 *************
********, ** 61107

Case Number:18188142
Date of Notice:October 25, 2022

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, however, my attempts were unsuccessful. In order to better understand the underground drop concern and address any further issues, communication with **************** is necessary.

Additionally, Comcast reiterates our response to Ms. ******* original complaint. **************** statement dated June 21, 2022, reflects an unpaid balance. After a thorough investigation, it was determined that we have no record of the payment ************** claims she made. Proof of payment would be required for further investigation.

On July 2, 2022, a credit was applied to **************** account and reflected on the July 21, 2022, billing statement. On September 13, 2022, credit was applied to the account and reflected on the September 21, 2022, billing statement. On October 19, 2022, a one-time courtesy credit was applied to bring the account to a zero balance. This credit is reflected on the statement dated October 21, 2022. 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 Answer
Date: 10/31/2022
[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: 18188142

I am rejecting this response because I have attempted to communicate with Comcast via email, as was the option provided when they sent me a response. Thus I will not waste anymore of my time on hold, transfers, dropped calls or left on hold for hours on end. I am available via, as was my response to Comcasts request for communication. No further emails were received. My email is ************************************** for any communication Comcast wishes to discuss.

Regards,

***********************

Business Response
Date: 11/11/2022

November 11, 2022

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

Re:***********************
3715 *************
********, ** 61107

Case Number:18188142 - Rebuttal
Date of Notice:November 1, 2022

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************, an authorized user on the account regarding ********************** service.

On November 9, 2022, our construction team visited the location and completed burial of the lines in question. I initially spoke with **************** through email. However, my follow up attempts went unanswered. In order to confirm satisfaction and confirm the lines in question were buried successfully, additional contact is necessary. 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: 11/11/2022
[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. I left message that cables were buried

Regards,

***********************
Initial Complaint
Date:10/09/2022
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.
I tried adding a global travel pass to my phone line on 1 October 2022. It didnt go through and I had a bus to catch so I went an entire day without being able to use my phone. When I got back to the hotel in the evening, I called xfinity mobile 17 times and spoke to roughly 8 different people and no one could tell me why the travel pass wasnt being activated on my line. I told them all that if we got disconnected, this still needed to be resolved and completed. None of them did as I requested. I also asked for this issue to be escalated to a team who could activate it for me. None of them did. Instead of going out to dinner with friends, I was dealing with xfinity. Instead of calling my children, I was dealing with xfinity. Instead of going out to an event I had paid for, I was dealing with xfinity. Instead of enjoying time exploring the country I was in, I was dealing with xfinity. I sat in my hotel and cried because I was wasting so much time dealing with xfinity mobile. The charges on my account are not valid. I should have had a global pass for the 1st of October through the 3rd of October. But I didnt use my phone at all without WiFi until I got so frustrated with xfinity after I called 17 times. I decided if they didnt want to add the global pass to my line, they were responsible for the refund when I got back home. I used my phone for two full days when I should have had the global pass. October 2nd and October 3rd. October 1st was wasted contacting xfinity mobile and October 4th, I went back to America.
Business Response
Date: 10/20/2022
October 20, 2022

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

Re:       **********************************
            **** *******************
            **********,** 46947

Case Number:                      18188141
            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.

Our records indicate that *********************** contacted our care team to add the Global Travel Pass to her Xfinity Mobile line of service on October 1, 2022. Due to a system error, the order was not able to be completed, and *********************** incurred international roaming charges on her October 16, 2022, billing invoice. On October 5, 2022, a credit was applied to the account which also reflected on the October 16, 2022, billing invoice.

On October 14, 2022, I spoke with *********************** and provided a billing and service explanation. On October 17, 2022, I applied credit to the account for the remainder of the billed international charges, and the remainder of the normal monthly charges as a courtesy. This credit reflected immediately on the balance due at the 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,

**************
XM Executive Resolutions
Customer Answer
Date: 10/21/2022
[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,

**********************************

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Comcast Corporation is NOT a BBB Accredited Business.