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

27,506 total complaints in the last 3 years.
8,958 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:09/27/2022
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.
Went to swap my plan to a cheaper deal they were offering, my current was about $130 a month and I could go to slightly less internet speed with the same tv bundle for only $100. When I selected and checked out it only had the internet no tv. Called xfinity to resolve it as the bundle clearly showed tv and internet. They pretty much told me they cant fix it. When I said just put me back on my old plan then since you arent honoring what you show on your website and they told me they cant since it was a previous deal. So now my bill for the same coverage I had before is $190 a month. Im paying much more for the same coverage due to the fact they would not honor the bundle they have on their website to offer me. I have screenshots also of all of it.
Business Response
Date: 10/11/2022
Tell us why here...October 11, 2022

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

Re:       *****************************
            **************************************************************************************************************************** 32177

              Case Number:                    18061025
            Date of Notice:             September 28, 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 4, 2022, I spoke with ***************************** and confirmed the previous package Double Play that included ********** and Gigabit at a discounted monthly rate for 24 months was no longer available. It was also explained that Xfinity currently does not have the offer for Double Play Ultrafast and ********** at a discounted rate 12 months to add to the account.

The account is currently subscribed to Double Play which includes Ultrafast Internet, and ********** at a promotional rate for 12 months with a term agreement effective as of August 11, 2022, through august 20, 2023. The term agreement is effective as of August 11, 2022, through August 11, 2023. As of August 21, 2023, the promotional rate will transition to year two rates for 12 months effective through August 20,2024. The promotional rate is lowered with the self-service discount. Additionally, ********************** is being charged for a TV box and xFi Complete each billed separately monthly. 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: 10/12/2022
[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: 18061025

I am rejecting this response because:

Again, Xfinity the multiple BILLION dollar company refuses to accept responsibility. They are showing on their website a product you cannot enroll in when you complete your order which is now costing me more money. *** also filed a complaint with the *** as this falls on the basis on false advertisement of their product. They show a rate for $100 which I have a screenshot and have provided to them and when you had that package to your cart it shoots it up to over $200 a month or will only give you internet. This is beyond ridiculous that Xfinity is sitting here blaming the customer who is just trying to sign up for a package THEY OFFERED and getting screwed for it. And their response is nothing we can do pay us more money

Regards,

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

Business Response
Date: 11/07/2022
October 7, 2022

Better Business Bureau
1880 ***************************************************,Suite ****
************, ** 19103

Re:       *****************************
****************************
*******,** 32177

Case Number:                      ******** - Rebuttal
Date of Notice: September 28, 2022

Dear Sir/Madam:

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

********************** claims he was placing an online order to lower his rate to ********** and Gigabit Internet. However, our records indicate on July 26, 2022, an online order was submitted removing ********** and Gigabit Extra Internet and adding Gigabit Internet. We investigated Mr. ********** claim the order was to lower the monthly rate and maintain both TV and Internet service. Unfortunately, we could not determine any errors due to the expiration of the online logs.

On July 27, 2022, an order was placed for ********************** to subscribe to a 24-month transitional promotion with a 12-month agreement for ********** and Gigabit Internet, which completed on August 11, 2022,with an effective billing date of August 1, 2022. The monthly promotional rates will be effective from August 1, 2022 until August 20, ****.On August 21, ****, the standard retail rate will apply. The promotional rates include a two-product discount and a monthly self-service discount due to enrollment in both EcoBill and Autopay from a credit/debit card. TV Box, xFi ******** *************** and Gateway Modem), taxes, and fees are not included in the promotional rates and are subject to change.

On October 25, 2022, I spoke with ********************** regarding his online order concern and explained we could not determine the errors on our website. As a courtesy, I applied credits to Mr. ********** account to lower his monthly rate for 12 months and for the inconvenience and his experience while resolving his concern. The credits will reflect on the November 17, 2022 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.

Should you have any questions or need additional information, please contact me at **************.

Sincerely,

Alexa O.
Regulatory Compliance Team
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:09/27/2022
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 got my iPhone 14 that supports ESIM ONLY exchanged at Apple Store. I have now spent 7+ hours on the line with Xfinity support and they arent able to assist **. Majority of the time spent is on hold because they cant adequately staff. Once you get a hold of someone you have to explain the issue to them 10+ times until they hang up or tell you to power the phone off, & ofc they dont call back. I cant wait to leave them ASAPThey also dont have stores local to where Im visiting(Manhattan). Im stranded in another state without my cellphone. STAY AWAY AND PAY EXTRA FOR any other carrier
Business Response
Date: 09/29/2022
September 29, 2022

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

Re:Huzaifa Imran
17836 ***************
*******, ** 95330

Case Number:18133833
Date of Notice:September 27, 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 September 28, 2022, I spoke with Mr. ***** regarding the concern. I confirmed that Mr. ***** spoke with our customer service team on September 27, 2022, and they deactivated his mobile services per his request. Troubleshooting was required to determine the cause of the issue Mr. ***** was experiencing. A courtesy credit was applied on September 28, 2022, which will appear on the October 11, 2022, billing statement. I apologize for any inconvenience experienced 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,

****************
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:09/27/2022
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.
This issue has to do with my son. He and his wife had Xfinity service where they previously resided and had cancelled both tv and internet service since they moved to a location that provides those same services by another carrier. They maintained their mobile phone services until they found a plan that suited them best. After researching many options, they were supposed to come onto my wife's and mine plan. Service for tv and internet had been cancelled in May 2022. In August, I paid off the remaining balances on their phones and he zeroed his remaining balance for their phone service shortly after. To date, Xfinity has not released his phones by unlocking them to transfer service to my carrier. He consistently speaks with unqualified and untrained personnel regarding this issue. Xfinity should have the decency and courage to do what is right and honor their obligation of unlocking the phones instead of holding them hostage. This is absolutely the shadiest business practice I have ever encountered and honestly wish for them to go under. No one deserves this type of harassment and treatment. I have a very close friend employed through Comcast and they agree with me. Comcast/Xfinity needs to answer for this behavior and business practice. Compensation is obvious and should not have to be thought of a second time. Do the right thing Xfinity, answer up.
Business Response
Date: 10/03/2022

October 3, 2022

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

Re:*************************
12484 ******************
****, ** 85641

Case Number:18133832
Date of Notice:September 27, 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 reflect that **************** is not an authorized user on the account in question and this was discussed with the account holder on September 30, 2022. **************** 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 ****** 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: 10/03/2022
[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: 18133832

I am rejecting this response because:

The fact that I am not an authorized user on the account was discussed during our conversation. I was, in no way, trying to obtain any information regarding the account or its users. I filed the complaint due to the repetitive lack of action and a strenuous disregard to move forward with a feasible resolution. I must say that once a complaint was filed, action was finally taken. How unfortunate.

I do not accept that is resolution as closed, as one of the two phone numbers is still held hostage, much like my son was while with Xfinity. ************** also spoke with my son, the account holder, and his message to me was that ***** was simply trying to cover his ****, while offering no assistance to a resolution. I am grateful I do not have a need or live in an area where Xfinity would by my only means for these types of services. I am further grateful for the Better Business Bureau for allowing consumers like us, who often get the short end of the stick by large corporations.

Regards,

*************************
Initial Complaint
Date:09/27/2022
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 have contacted Xfinity Mobile more than 5 times regarding my issue and I have been given the runaround every single time. I had 2 lines & 2 devices with Xfinity mobile which I paid BOTH in full after monthly payments and additional manual payments. When I called to have the phones unlocked, I was told I still had 6 payments remaining on 1 of the devices. Ever since then, I have made a total of 5 calls & 1 in-person visit to Xfinity mobile in attempts to rectify this issue. I spoke to 4 reps & 1 supervisor who confirmed the overpayment. But when it comes time to fix the problem, I am constantly transferred, disconnected & placed on hold for hours. It seems that Xfinity has no intention on clearing my account & are constantly attempting to collect more money from me that is NOT owed to Xfinity. I am extremely frustrated at this point and am asking the BBB to please help me in ceasing all business with Xfinity mobile.
Business Response
Date: 10/11/2022
October 11, 2022

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

Re:*************************
12163 *******************
*******, ** 48204

Case Number:18133831
Date of Notice:September 28, 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 September 28, 2022, I spoke with ************** to discuss her Comcast Business Mobile concerns. Our records indicate ************** purchased the iPhone 12 Pro **** device id ending **** under the $200 off the Price of iPhones Extended Promotion from February 25, 2021 through April 14, 2021. The promotion advised Comcast Business customers can qualify for a promotion worth $200 off the price of a new iPhone on a new line of service with a Device Payment Plan (DPP) and intent to port. After porting an existing number from another carrier, the promotion will be delivered in the form of a monthly bill credit. If a line is cancelled prior to the end of the agreement the promotion will be terminated.

Our records indicate the number ending **** was disconnected on September 21, 2022 leaving an outstanding device payment plan balance. This balance does not meet the eligibility requirements to complete the mobile device unlock process for the iPhone 12 Pro **** device id ending ****. Once ************** meets the eligibility requirements, she can contact support to complete the process. 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,

********************
Xfinity Mobile Regulatory Specialist
Customer Answer
Date: 10/11/2022
[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: 18133831

I am rejecting this response because:

Regards,

*************************
Initial Complaint
Date:09/27/2022
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 ordered new cable service from Xfinity at ******************************************************************. (Their records show 149). They came out for the installation on 8/30 and there was an issue with their outside equipment. A technician came out again on 8/31 and discovered they could not provide service to the whole new subdivision. As such, I canceled my service. They said we would not be charged. I went with another provider. About 2 weeks later, I received an invoice for services provided which was NONE. We never had service, they told me we wouldn't be charged ANYTHING because of that. We sent the equipment back as well.About 10 days later, I received an invoice for prorated service which I called them and they said it would be taken care of. - I've made numerous phone calls to Xfinity and spent a ridiculous amount of time: On 8/30, 1 hour 19 minutes, on 8/31, 20 minutes, on 9/06 28 minutes, on 9/18 38 minutes and finally on 9/23 30 minutes. I've spent almost 3 hours on the phone trying to get resolution on this issue: they withdrew money from my checking account for $105.49. I have multiple emails and cancellation order numbers. I cannot get resolution on this or my money returned to me! This seems criminal to illegally take money from my account. They breached their contract by not providing any services at all and I effectively canceled them and they withdrew money.
Business Response
Date: 10/11/2022

October 11, 2022

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

Re: **************************;
2163 **************
********** 48188

Case Number: 18133830
Date of Notice: September 28, 2022

Dear Sir/Madam:

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

Our records indicate that on August 19, 2022, ********************************* subscribed to the ********** and Ultrafast Internet at a promotional rate for 24 months effective August 30, 2022 through August 29, 2023. The additional services included xFi complete at no charge for 12 months effective August 30, 2022 through August 29, 2023, and three TV Boxes and Remotes. Additional services, equipment rental and applicable taxes and fees are not included in the package rate and are subject to change.

On September 1, 2022, a bill generated for services from August 30, 2022 through September 29, 2022, with a due date of September 17, 2022. The bill also included the Professional Installation fee (generated on August 30, 2022) plus taxes and fees.

On September 6, 2022, ******************** requested the Xfinity 30-day Moneyback Guarantee. A disconnection was placed on September 6, 2022 and completed on September 9, 2022, with the billing stop date of August 30, 2022, leaving a balance. On September 18, 2022, an Electronic Funds Transfer (EFT) payment posted to the account.

On October 3, 2022, a billing correction credit was applied to the account to honor the Xfinity 30-day Moneyback Guarantee. On October 3, 2022, I spoke with ******************** and advised the information above.

On October 6, 2022, two payment reversals were completed and should be received within three to five business days. On October 9, 2022, a final bill generated for a zero balance. We attempted to follow up with ********************, but have been unsuccessful. 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,

****** ****** G.
Executive Customer Relations
Customer Answer
Date: 10/12/2022
[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: 18133830

I am rejecting this response because what the company representative failed to mention was that in fact, I never had ANY SERVICE PROVIDED TO THE HOME because the company was unable to provide service to the neighborhood at that time. I did however, finally did receive my refund:

Regards,

*****************************
Initial Complaint
Date:09/27/2022
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 mobile was my cell service provider from fall 2017 until fall of 2019. The first year of service there were no issues. The second year was much different. They had a system wide upgrade that caused one of my lines to become suspended for no reason. The line would cut off and suspend almost every day for many months. I called numerous times to reactivate the line on a daily basis. **************** was not able to help because they said the issue is out of their scope due to the system upgrade. Our situation was escalated only to end with no resolution. Payment was on time and no issue on my end. I was told multiple times by phone and in store the upgrade caused a lot of system problems and they had no ETA on when it would be fixed. I waited six months past system upgrade and during that time, I paid off the two phones on the service agreement. I tried to upgrade my phones but could not upgrade the troubled line due to the system still displaying it as "suspended" since the upgrade Nov 2018. Xfinity sent me a bill for double the usual charge in fall of 2019. At that point I had enough of dealing with mistakes from the company. The company said the double bill which was $****** was due to a charge from earlier in the year being reversed by the bank and their system had just caught it. I decided to change cell phone providers due to all the issues. I left company and went to ******* at end of December of 2019. They would not allow my phone number to transfer nor any reuse of the phones I paid off. Xfinity mobile then charged me for several months for no service and paid off phones. The lines were both suspended and I made contact stating I no longer want the service. I submitted complaints in April 2020 regarding the monthly bill I was still receiving and no response. The final amount they decided to stop billing me and send to collections is for $775. I do not owe that much and had horrible service. The most that I owe is ******. Prior phone used: **********
Business Response
Date: 10/25/2022
October 25, 2022

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

Re:       *******************
            *************************************************************************************************************************** 15219

                Case Number:                      18133828
                Date of Notice:             September 28, 2022

Dear Sir or Madam:

This letter responds to the above-referenced complaint submitted to your office by ************************ Please note that, on February 14, 2020, *********** Xfinity Mobile service was disconnected for nonpayment, and she is no longer an Xfinity Mobile subscriber.

Prior to her service disconnection, ********** was subscribed to two lines of Xfinity Mobile ***************** with two mobile devices that she purchased under 24-month retail installment contracts. Xfinity Mobile has reviewed ************ account and determined that, although she was correctly billed for her two lines of service and mobile devices, due to a processing error, two payments that were automatically charged to her stored payment method on file,[1] on October 27, 2019 and November 26, 2019, did not post to her account.[2] On October 11, 2022, Xfinity Mobile applied a credit to ************ account for these two payments along with a courtesy credit to offset the charges she incurred that reflected on her last two billing statements dated, December 2019 and January 2020. These credits reduced ************ remaining account balance to $326.03.

With respect to ************ porting and mobile device concerns, ********************** customers can request a security PIN to port their telephone number to a new service provider at any time, regardless of their account balance, by following the instructions on our website.[3] Additionally, in order to unlock an Xfinity Mobile device for use on another network, the device must meet the eligibility requirements.[4] Xfinity Mobile has confirmed that ************ two mobile devices were paid in full and are eligible to be unlocked should she wish to use them on another network. Xfinity Mobile apologizes to ********** for any miscommunication regarding these policies.

On October 3 and 11, 2022, I spoke with ********** to discuss her concerns and advised her of the above information. I apologized to ********** for any inconvenience that she experienced and provided her with my direct contact information should she have further questions or concerns.

Should you have any questions, please feel free to contact me at **************.

Sincerely,

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

[1] Per the Xfinity Mobile Customer Agreement, subscribers are required to pay their bills via scheduled, automatic charges to a stored payment method: https://www.xfinity.com/mobile/policies/customer-agreement
[2] These two payments were for the charges that were reflected on ************ September 2019 and October 2019 billing statements.
[3] https://www.xfinity.com/mobile/support/article/transfer-number-to-another-carrier
[4] https://www.xfinity.com/mobile/support/article/eligible-to-unlock-phone
Customer Answer
Date: 10/26/2022
[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:09/26/2022
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.
Xfinity mobile services. For the last 36 months my calls has been going directly to voicemail periodically. After several troubleshooting, **** cards, tickets and a visit to the apple store no resolution. Im asking xfinity to help assist with another phone or cancel service immediately. I cant get an response
Business Response
Date: 10/06/2022

October 6, 2022

Better Business Bureau
1411 ******************
Tenth Floor
************** 20005

Re:*********************************
935 ****************
*******, ** 60643

Case Number:18126318
Date of Notice:September 25, 2022

Dear Sir/Madam:

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

I spoke with ******************** on October 6, 2022, regarding the Xfinity Mobile account. Our records reflect Ms. ********* line of service with the telephone number ending **** is correctly provisioned and connected to the network.

Please be advised that Xfinity Mobiles goal is to provide its customers with the best mobile voice, messaging, and data services possible. There are several factors that could be affecting the availability and quality of Ms. ********* Xfinity Mobile service including the capacity available on the cellular network, the device, terrain, buildings, foliage, and weather. Cellular service availability is determined by the operator of the cellular network and is not guaranteed. This information is a part of our terms and agreements and must be agreed to within the initial sign-up for Xfinity Mobile services. Once the order has been successfully placed, these terms and conditions are e-mailed to our customers along with their order details, they can also be readily located at www.xfinity.com/mobile/policies/customer-agreement.

As a courtesy, ******************** was provided a credit that reflected on the May 20, 2022, invoice. Additional courtesy credits were placed on September 25, 2022, and October 3, 2022, reflecting on the September 20, 2022, invoice. Requests for additional compensation are respectfully denied. 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 **************.

Sincerely,

****************
XM Executive Resolutions
************** Extension 3052800
Initial Complaint
Date:09/26/2022
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.
We contacted Comcast/Xfinity December 3, ***************************************************************************************** Monroe. We were told that there was not service directly in front of our property. We told Comcast that there were several houses under construction on the street just past where comcast service was ended on the street at that time. The person we spoke with said that we could probably pay to have service run. A service ticket was opened and sent to the construction department for a quote to run the dedicated line to our properties.During this process a site evaluation was done, it should have been abundantly clear that additional houses were also under construction on this road directly across from our property, but we were told that it would be a dedicated line and that others would not be connecting to the line. Comcast quoted us $4,452.35 to run service to our property and for our son who was building next door. We paid the $4,452.35 on January 14, 2022, and the process began which included county permits, construction of the actual line being run to the property. We called Comcast to ask about the markings that have been made near the cable box and were informed that there will be additional customers connecting to the cable box. Since we had to pay for service to be run on our street to our property, it doesn't seem fair that now others will be connecting and not share any of the cost we had to pay for the dedicated line to be run.Comcast Response To address your concern, the cable plant, which is our main facilities belongs to Comcast. The cost which is asked of the homeowner is to provide our services for the non-serviceable address. We are required to maintain our facilities by state and local law. We maintain the right to use those facilities by state and local law. We maintain the right to use those facilities as needed. We would not use any facilities that are on private property, but we are still required to maintain it.
Business Response
Date: 10/06/2022

October 6, 2022

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

Re:**********************;
3625 ******** SW
******, ** 30656

Case Number:18120678
Date of Notice:September 26, 2022

Dear Sir/Madam:

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

A review was completed regarding Mr. ********* concerns of the construction costs paid. It was confirmed that ******************** paid to have service brought to two residences. This construction build required ***** of cable and equipment to provide services. The review did not identify that this build was being provided exclusively for ********************. As such, we retain rights to the equipment to build further from the plant extension that ******************** contributed costs to have built. The construction was completed on March 7, 2022, and Mr. ********* services were installed on March 12, 2022.

The concern was forwarded to our construction team for review and the request for a refund has been respectfully declined.

On September 29, 2022, I spoke with ******************** regarding his refund request and advised of the above information. 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: 10/06/2022
[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: 18120678

I am rejecting this response because:

We paid for the line to be ran, now the people across the street are connecting to the line we paid for and only paying a small connection fee.
Why should we be responsible for subsidizing Comcast so that they can signup customers on something that we paid for!
Furthermore you are dealing with the people that we have dealt with, can we run this farther up the Comcast chain?
Regards,

*************************
Initial Complaint
Date:09/24/2022
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.
Xfinity mobile charged us for going over our data without letting me know! Never let us know that I had exceeded my limit. The charge was double my original bill. When I called to complain they stated I didnt have a contact number when It is a mobile #. That goes against the user agreement which states they will not charge you without letting you know first.
Business Response
Date: 10/05/2022
October 5, 2022

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

Re:       *************************
            1S760 ***************
            ***********,** 60555

Case Number:                      18123040
            Date of Notice:             September 24, 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 ****************, an authorized user on the account, via telephone and email. Although I was unable to reach ****************, a review was completed on the account.

Our records indicate Ms. ************,the account holder, established Xfinity Mobile services on October 3, 2021,under the data plan 3 GB for $30 for two lines. Ms. *** **** went over data by an additional 12 GB at $15 per GB used, resulting in additional data charges for the September 3, 2022, billing statement.

Notifications were sent to the primary email address on file. Notifications are sent to our customers when they reach 50,80, and 100 percent of data usage. Xfinity Mobile offers two data options, By the Gig and Unlimited, to suit every customer's needs. If Ms. *** **** would like to view these options and change her data plan, she can do by logging into her account online at Xfinitymobile.com or through the Xfinity Mobile application.

In order to address any additional questions or concerns regarding this matter,contact is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

Desire S.
XM Executive Resolutions
Initial Complaint
Date:09/23/2022
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.
I was approved for the lifeline program which is also considered the affordable connectivity program in *******.I'm allotted a credit of up to $30 per month to use towards my choice of carrier through internet and or phone where both if offered through the same company like Xfinity. I chose Xfinity. My internet total is $9.95 per month and my cell phone bill total is $15 plus 9% $1.35 tax which totals $16.35.$16.35 +9.95=26.30 $30.-26.30=3.70 You see, there is $3.70 left over for them to apply towards my bill instead of charging my card and then keeping this money which makes no sense to me except greed. So what Xfinity affordable connectivity department is doing for whatever reason is choosing not to pay the full amount including the tax which should be included in my bill which I was told on a recorded phone call that it was included in my bill and they want to pocket the remainder of my $30 credit and yet, still charge my debit card over two or $3 per month.I have called monthly to complain and all they do is credit me and tell me they are sorry and it will never happen again. But, it does keep happening again over and over and over.I have spoken to the supervisor in the affordable connectivity program at Xfinity and he was rude, not helpful, discourteous and refused to work with me or even bother to look into the matter and then ended up just hanging up on me. What Xfinity is doing is called a tort. Xfinity does not have the right to double collect. They are pocketing the rest of my $30 credit and then on top of that charging my card for whatever reason I don't know.I have contacted my bank at STCU and spoken to a supervisor about this matter. She was perplexed as to why they would credit me month after month after month and yet, still continue to charge me again when they have money left over to pay for the rest of the bill.I have never gone over my data since I have the cheapest plan and they send me emails documenting this information.
Business Response
Date: 09/27/2022
September 27, 2022

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

Re:Torah Wolf
3323 ************************************************* 99223

Case Number:18064734
Date of Notice:September 23, 2022

Dear Sir/Madam:

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

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 September 26, 2022, I spoke with ************ and confirmed she is receiving the *** credit for her Xfinity Mobile service charges each month. However, the *** credit does not cover taxes and fees that *** generate at the end of each billing statement. When ************ applied for the *** through Xfinity, she was presented with the written terms of her application for review and accepted the terms. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

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

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