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:09/19/2022

  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.

  BackgroundOrdered Xfinity internet and 2 mobile devices on Sep 11. There is an internet and Mobile multi-service discount of $30. Additionally There was a promotion of $400 off each device when you bring new line. I also provided IMIE number of two old phones (S21 128 gb) for tradein $260 was given for each phone. 2 unlimited data lines are $30 eachOn Sep 17 I received my first phone. I had not trade-in kit and I didn't received any email confirming to send trade-in. Additionally in xfinity mobile app price for service is shown as $90 (for 2 lines). As a result before activating the phone I wanted to check all details of prices, discount (phone, multi-line i.e $30 each, multi-service of $30 per month for internet and mobile ) and trade-in that I will be receiving.I did my best to find in my account but couldn't see it. Therefore I called Xfinity mobile bill payment department. They said they have NO WAY of seeing the information what I will be charged and if trade-in is on the file. They suggested Mobile care team will have this info and transferred me to that departmentMobile care department mentioned that they have no way to check this information and tell me what my charges will look like. No one in the department can tell that. I asked for supervisor or someone else who might have information. supervisor declined to speak and agent informed they are busy. My complain :- There is no way for me to see my monthly charges and what discounts, trade-in I am signing up for. I believe that I have right to access of this information at anytime I wish before and after activating the phone

  Business Response

  Date: 10/04/2022

  
  October 4, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:       *************************
              ******************************************************************************************************************** 94568
  
                  Case Number:                      18043958
                  Date of Notice:             September 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.
  
  On September 28, 2022, I spoke with ****************** regarding the Xfinity Mobile concern(s). ****************** purchased two devices from Xfinity Mobile on September 11, 2022. Each one of these devices qualified for a promotion of $400 which would be split up over 24 months and credited to the monthly device payment plan. This promotion has been successfully applied to each line. Our records also show that ****************** traded in two devices to Assurant. According to the trade in tracker, both trade-ins were successfully processed, and the payment was sent to the customer.I informed ****************** that accessing the Xfinity Mobile account through the website or Xfinity Mobile app only had information directly regarding the Xfinity Mobile services. Since the trade-ins go through a different company, we cannot display information regarding the trade in status on the Xfinity Mobile account. The only way to view the status is by going to Assurants trade in tracker. I also informed ****************** that ****************** will need to speak to the Xfinity home services billing department regarding the monthly $30 credit for bundling  Xfinity home services with Xfinity Mobile, since they are the ones that apply those credits. 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

  Customer Answer

  Date: 10/04/2022

  [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:09/18/2022

  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.

  Upon canceling mobile cell service with this company I have now made several attempts for them to release/unlock the cell phones that have been paid off, this process has proven unsuccessful thus far. I have always had autopay setup, never been behind in payments, and they informed me via email the request to unlock the one phone was denied as to my account not being in good standing. I have wasted countless hrs now on the phone trying to resolve this matter. I am placed on hold immediately after explaining the reason for my call, and just want them to unlock the phone so it can b3 transferred to a new service provider. I have bank statements to show the account has always been paid on time. I am being informed to wait 2 days for another decision to be made for them to unlock the device IPhone 13 pro when it has been fully paid for.

  Business Response

  Date: 09/28/2022

  
  September 28, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************,** 19103
  
  Re:         Case Number:                      18041682
                  Date of Notice:             September 20, 2022
  
  
              *************************
              ********************************************************************************************************************************* 99148
  
  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 20, I spoke with ************** regarding his Xfinity Mobile concern(s). Our records confirm that Mr.****** ****** 13 Pro was successfully unlocked on September 18, 2022. Mr.****** ******* Galaxy S20 5G is not eligible to be unlocked until the September 28th cycle is paid, which contains the last device payment. Mr. ****** account has been in good standings, device unlocks were denied due to remaining device payments.
  
  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 3005331
  
  

  Customer Answer

  Date: 09/28/2022

  [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: 18041682
  
  I am rejecting this response because:

   

  
  
  
  Regards,
  
  *************************

   

  It still obtains inaccurate information the ******* device was paid in full months ago, the IPhone was also paid off fully before I even attempted to switch service. The remaining cycle balance has absolutely nothing to do with a device being unlocked as they proven when they decided to unlock the iPhone finally after several calls from me to customer service. The account has always been setup with autopay so the remaining balance will also be paid on schedule. They are merely trying to make it seemingly impossible to take paid off phones to another service provider, and this complaint seems to be the only means to maybe get them to begin to understand their practices are unfair and unprofessional very much like the service provided after I chose to leave their service.
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/17/2022

  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.

  On Sept ****, I went on a cruise to *****, *******, and *******. I have taken ************************************************************************************************************ the off position. On Sept 8th, I got off the ship in ***** and my text messages immediately popped up (free Wifi). I made some calls while in ***** thinking that since my roaming is off, it's ok. On Sept 10th, we were at sea heading back to *****, I sat on one of the outer decks and tried to see if my phone worked. I dialed a friend's number and was pleasantly surprised that the call went through. My friend even indicated that I must be on America's water for the call to go through; I thought the same. I did make several calls throughout the day but wasn't concerned because I know roaming was turned off. I am not a technological person; however, in all the years I have been traveling, I was always told to make sure roaming is turned off my cellphone. I have never paid roaming charges and I have gone on many international trips.Once I got back to *****, my emails started to come in and I noticed one from Xfinity mobile regarding charges for roaming in excess of $400. I had an instant headache. Once I got home late Sunday evening, I logged into my account; the bill was $797. My headache got worst and I couldn't sleep the whole night.I called Xfinity on Sept 12th and spoke to two staff, one a manager. ******* explains why I got charged for roaming when roaming is turned off. I was told my calls were valid and I can only receive a $100 credit. One mentioned something about international roaming. I thought all roaming is considered international. It's frustrating when companies rip you off and makes you feel like I was a liar. I found out two of my friends had similar experiences. I am not trying to avoid paying what I owed, but I honestly did not know I was being charged for these calls. I switched phone companies to lower my $30 bill to $15. Any assistance is greatly appreciated.

  Business Response

  Date: 09/30/2022

  September 30, 2022
  
  
  BBB of Metro Washington DC & ********************************************** **********************************************., Suite 1330 
  ************, ** 19103 
   
  Re:********************************;
  450 ***************, Apartment 201
  Ocala, ** 34472
   
  Case Number:18039257
  Date of Notice:September 17, 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 ******************** accrued international Voice roaming charges while in *******, ***** and on a cruise ship during her September 7, 2022, through October 6, 2022, billing statement. As a Xfinity Mobile customer, by default a customers international device features allow Voice and SMS texts while traveling anywhere outside of *****************. If a customer chooses to use their device abroad while not connected to WIFI, they *** be charged international charges based on the current countries fixed rate. Prior to travel it is recommended to contact Xfinity Mobile so we *** provide the international rates for the country the line of service *** be traveling to. Xfinity Mobile also offers a Global Travel Pass available for over 200+ countries which allows customers to only accrue $10.00 per day if the pass is enabled and offered for the country they *** be traveling to. 
  
  From September 10, 2022, through September 11, 2022, ******************** accumulated 258 Voice minutes while on a cruise ship at $4.00 per minute and on September 12, 2022, ******************** contacted our care teams to request the charges to be waived and she was advised the charges were valid. On the same day, a partial credit was applied to her monthly billing stamen September 7th. On September 17, 2022, ******************** contacted our care teams once again to cancel her line of service and it was completed on the same day.  
  
  On September 21, 2022, I spoke with ******************** and confirmed the information above. I advised her that since she did not report her line of service lost or stolen while traveling abroad, the remaining international charges are valid since she had connected to an international cellular network and did not utilize WIFI. On September 11, 2022, ******************** received seven SMS text notifications every $100.00 regarding the charges and did not contact Xfinity Mobile until after the full charges had accrued. If ******************** would have contacted our care teams, we *** have been able to prevent further charges by educating her on disabling her international features on her device. As a courtesy, I applied an additional partial credit towards the remaining charges for her monthly invoice September 7th, and ******************** accepted the remaining amount. On October 27, 2022, ******************** will be charged on her payment card the remaining international charges as well as for domestic service charges. 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 Escalations 
  

  Customer Answer

  Date: 10/02/2022

  [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: 18039257
  
  I am rejecting this response because: I was not in ******* as mentioned in the response. I went on a cruise on September 3 and returned September 11. The ship went to *****, *******, and *******. I did not get the text message from Xfinity re the $10 plan until I returned to ***** on September 11th. Further, the Xfinity representative (**************)  I spoke to informed me that the plan would not have covered my calls because the plan does not work on the ship. I left three voice messages with ****** before he contact me. I believe the only reason I was contacted is because I sent a follow-up email noting the messages I left. Xfinity never inform or explain how roaming worked prior to this. I have traveled to many countries via ship or air and have never experience these charges. As I mentioned to ******, my phone usually do not allow me to make calls  outside of Wi-Fi access with other carriers. I was a new customer to ********************** and did not understand that if roaming is turned off your phone, that you would still be able to make/received calls. Per ******, I was using the ships internet, thus the reason for the charges. I am confuse with this because this is my 12th cruise with Royal Caribbean and have never being able to use my phone. 

  I am still confuse with how roaming works but since Xfinity did not clarify my confusion and I feel this company is shady. I had no choice but to cancel the service and soon as I could. As stated in the original complain, I left MetroPCS $30 plan based on a phone call I made to Xfinity regarding my internet charges. The Xfinity representative mentioned the Xfinity mobile plan for $15 and I thought it was a great saving. In stead it was the worst mistake I make. I had no idea I was only getting 1 gigabit. The first month I was charged a little over $32 ( an additional $15 for one more gigabit plus taxes). Trying to save money ended up costing so much more.  I am grateful for the credit of $400 but I want the entire charges to be canceled.  The response from Xfinity indicated that if I had contact them prior to the charges they would have educate me on international usages. How would I know to do so. I did not know I was being charged for the calls. I thought I was using my unlimited calls per my Plan. I found out from at least three other person that a similar incident happen to them with ******** If only I know in advance, I would not have being in this situation. I also asked about a payment plan for the remaining balance and I was told that is not an option because I canceled service. I do not have the money to paid the remaining balance and if I have to pay any of the remaining balance, I am interested in a payment plan of not more than $20 a month.  Xfinity is planning on charging my account of file. I informed ****** that it is a prepaid debit card that was canceled. Further, that amount of money would not be on that card either way. ****** mention that the company will make two attempts to charge my card and then I would only have 60 days to pay off the balance before sending the account to collections. As mentioned when I called Xfinity on September 12 and when I spoke to ******, I do not have the money to pay the balance.  I was trying to save money when I switched to Xfinity mobile but quickly realized I made a huge mistake. 

  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/16/2022

  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.

  To Whom It May ******** I am filing a complaint with the BBB in the *****************, regarding trouble with my Comcast Cable TV and Billing. First, I cannot get a human voice for a customer service agent. I have to go through an automated system each and every time which has become numerous. We have 4 tv's, 4 boxes and 1 modem. We have the triple package, which includes TV, internet and phone. We have been customers since 2008. Since August 1st, 2022, we have had issues with both televisions upstairs, which has caused freezing of a screen, not allowing us to change a channel or up the volume. Calling became cumbersome. The automated line said there was an issue with one box upstairs den and to remove the coax cable, wait 15 seconds and plug it back in. While this worked, we had to do it **** times each day. This was getting too much for me. One person at Comcast stated I had 2 working tv's downstairs and go there to watch. I was appalled. I have coronary artery disease and walking is difficult. I watch my grandbaby upstairs in the master bedroom. My husband does his work in the Den which is also located upstairs. The 4th technician said there was a problem with the box in the Den and had to replace the box. The box in the Den controls the master bedroom. Anyway, issues started later that evening where the tv's would freeze. I called again because it continued happening at least twice a day. The 5th technician which came out, was the same one who came out the 4th time. He was very nice and simply said to me, the remote is like a mouse. It goes to sleep..so every few hours move the mouse. I did exactly what was told and as of today, Sept. 15th, 2022, I am still having issues. My last conversation with Comcast (her name was ******) I had asked to waive the entire bill for the month of August due to my medical issues staying upstairs almost all day and having to go through this hellacious experience of calling Comcast on the phone what seemed like forever. Her Supervisor only removed 1 $70 service technician charge, and I am expecting another on my next bill. Another issue is Comcast charged me for a 5th box for years, unbeknownst to me at about $8.25 a month. ****** removed the one $70 technician fee, and a one time $60 courtesy fee. Prior they removed an $88.77 fee which included ****** said, off that 5th box for 4 months, even though they were billing me for several years! Her Supervisor said I had partial service and that is why, she wouldn't remove the entire bill for the month of August. I asked for her Supervisor's name, and she said she was unable to disclose it. I told her I cannot and will not request any more technicians to come out, as I will not pay $70 each time and I will not argue with them. Comcast Charges exorbitant fees including tax/sports that we don't even use. I had to retire due to my heart problem, including other health issues and all I have is my social security income. Comcast took hundreds of dollars from me, charging me for a box over the years that I didn't have..I would say at least 5 years, and probably as long as 10 years+. I told them I will not call again The issue was never resolved and I will not battle more fees. I explained partial service is like buying a car where the front windows don't work. You are telling me to go the back seat because it works there. I wrote my Comcast acct number on top of this email. Currently, out of pure exhaustion and frustration, I paid my balance in full. However, after 1 and 1/2 months with the same issue, I am asking for the BBB to help Comcast credit my entire account either for the month of August 2022 or have a Zero Charge for the next month. I am forwarding you screenshots what we see at least 2- 3x a day, every day. Sorry they are repetitive...This is what we see daily multiple times on the upstairs on both tv's and the only way to fix it is to physically get up, undo the coax cable in the den, wait 15 seconds and plug it back in. Wh

  Business Response

  Date: 10/05/2022

  October 5, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:***********************
  13 **************** 
  ************, ** 20878
  
  Case Number:18035538
  Date of Notice:September 20, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On September 24, 2022, I spoke with ************** wherein a service visit to address the service issue was declined. As the issue is intermittent, I suggested moving the modem to a central location to see if that resolves the issue. Our records indicate service visits were completed on August 17, 2022, August 21, 2022, September 3, 2022, and September 10, 2022. The splitters were replaced, inside wiring done, the box exchanged, and the drop was replaced trying to diagnose and resolve the intermittent issue. 
  
  On September 4, 2022, a 24-month Select Plus More package at the promotional rate was placed on the account. The promotion is from September 30, 2022, to October 16, ****. On September 12, 2022, service credits were applied to the account. On September 20, 2022, a service visit fee was reversed. On September 24, 2022, a courtesy credit was applied to the account as a courtesy.
  
  Regarding the over charge for 1 converter, after verifying the equipment in the home, and explaining that customers have 120 days to dispute inaccurate billing. On September 30, 2022, a courtesy credit for the applied to the account for the converter in question. The customer understands no additional consideration can be given for this matter. The credits will reflect on the October 6, 2022, billing statement. 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:09/16/2022

  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.

  xfinity, internet provider, continues to raise my bill without my knowing and charge me automatically for the increased rate(s)

  Business Response

  Date: 10/03/2022

   

  
  October 3, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  

  
  Re:                          *************************
                                 1906 ************************ 
                                 ***********, ** 87120
  
                                 Case Number:            18032839
                                 Date of Notice:            September 16, 2022
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On September 21, 2022, I spoke with ************** regarding a billing concern. Our records indicate that ************** is currently subscribed to a month-to-month non-contractual agreement with retail rates for the Performance Starter Plus package, at a retail rate. 
  
  During our conversation, I advised ************** that his current level of internet service has been retired and the closest level of internet service would be our Connect internet. The previous contractual agreement was valid June 30, 2019, through July 1, 2020. At the conclusion of the promotion standard retail rates applied. The promotional rate does not include additional services, equipment, taxes, and fees which are subject to change.
  
  I advised ************** that he can log into www.xfinity.com/shop where our customers are invited to select any available promotions for their account that mesh with their financial and service level needs. 
  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 ****** 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,
  
  
  ************** 
  Comcast Elite Customer Experience
  

• Initial Complaint

  Date:09/16/2022

  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 spoke to an agent on 8/18 who said the phone was free and i would pay an additional 10/month fir the sevice. I got the phone and comparatively it is smaller than the one i have, i have a bill for the cost if the phone snd an increase if 20.00/month so i didnt want it. Called and an agent sent me a mailer to return the phone. The phone has been received by ***** on 8/24. Im getting threats by ***** that i will be responsible for the cost of the ohone and the bill because 20 days has past since they sent out the phone. I spoke to 2 agents who said they would ***** my account credit my account. I want xfinity mobile closed and no finiancisl action taken against me immediately!!!

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:***********************
  143 ************************
  ***********, ** 31558
  
  Case Number:18034407
  Date of Notice:September 21, 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 21, 2022, I contacted ************ to discuss her concerns. Our records reflect ************ device was received at Xfinity Mobiles return warehouse on August 26, 2022.  On September 21, 2022, a credit equal to the balance due on the device was applied to reflect on the September 22, 2022 invoice. An immediate credit was placed for the service period of August 22, 2022 through September 21, 2022, resulting in a zero-balance due on the Xfinity Mobile account. 
  
  On September 21, 2022, a refund of ************ payment made August 18, 2022 was processed which will be received within 3-5 business days. 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
  

  Customer Answer

  Date: 10/01/2022

  [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: 18034407
  
  I am rejecting this response because:
  I apologize that I sound unappreciated, but the account is still open. *** truly thankful for the work that has been done. I wil becompletely satisfied once the account has been closed and there is no longe aces to mobile accounts. I am a victim of hacking and xfinity is at the forefront of the issue. So kindly delete any mobile account, security account devices or forward to appropriate department for resolution. I have been with xfinity since **** and since trying to separate my deceased sister from the account I have nothing but issues. Why pay for the best if the best coverage gives you the worst service
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/16/2022

  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 have a mobile line with XFINITY Mobile and have been paying bills from my auto pay credit card that I set-up. The line is active and I am using it but XFINITY people cant seem to find it in their system. I cant change the plans for take any action on this line. I have been contacting support for last 2 months and have spent over 20 hours talking to them on phone multiple times but they were unable to resolve the issue and in the end put me on a long hold every time. I went to their physical store and they could not see the line on their system and told me to call the customer support. I cant seem to find a resolution and I wont be able to move my phone either to any other provider until they find the line in their system. I need help to be able to resolve it.

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       Luv Dua
              20 **********
  **********, ** 07039
  
  File Number:                18034405
  Date of Notice:             September 16, 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.
  
  On September 22, 2022, I spoke to ********** regarding his Xfinity Mobile account. During our conversation,I explained to ********** we have located his account and added the Apple iPhone 14 pro to his account, purchased on September 15, 2022.
  
  On September 26, 2022, ********** confirmed the device is working on the correct line, and they are able to see the correct information on the account. I apologize for any inconvenience and overall experience 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 Escalations

  Customer Answer

  Date: 09/29/2022

  [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 do appreciate *****'s effort to work on getting this resolved. 

  I do want to make sure that it is understood that it took hours of calls and chatting and texting before I had to get on BBB to get this resolved. 

  
  Regards,
  LD

  
  

• Initial Complaint

  Date:09/15/2022

  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 called XFINITY customer service on July 27 to tell them that I wanted to end my service on Sept 1, 2022, as I would move out on that day. I was told that I will need to pay the prorated fee for the service from the beginning of August to the end of August. I even contacted them a second time to confirm everything goes right about canceling my service. However, I was ended up signing a new two-year contract with Xfinity and since I now canceled my service, the early termination fee of 230 dollars will apply. I've never consented the contract and not even a single word of the contract was mentioned during that time. Tried to call XFINITY to fix this problem but they refuse to acknowledge that the contract was signed against the customer's will. The request for waiving the fee was also denied.

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:      
                  Case Number:                      ********
              Date of Notice:             September 15, 2022
  
  
               *** ***
              *** ****** ******
              Brighton, MA *****
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************* regarding Xfinity service.
  
  On September 16, 2022, I spoke with ********** regarding an early termination fee concern. Our records indicate that ********** subscribed to a 24-month non-transitional term agreement for the Gigabit Internet. The 24-month term agreement is effective July 27, 2022 through July 27, 2024 however, the promotional rates will remain in effect through July 31, 2025.

  The monthly rate for the first, second, and third year, was effective from July 27, 2022 through July 31, 2025. At the conclusion of the promotion on August 1, 2025, standard retail rates will apply. Additional services, equipment, or applicable taxes, and fees are not included in the promotion price and are subject to change.
  
  We complied with a request made by ********** to end the 24-month agreement on September 1, 2022. As a result, the early termination fee applied to the account is valid. The total balance on **. **** account is accurate as reflected on the September 1, 2022 billing statement. The details are as follows: past due balance carried over from the previous billing statement; prorate credit for services charged from September 1, 2022 to September 30, 2022, early termination fee; and credit for taxes, fees and other charges. Please be advised the billing on this account is accurate at the time. I apologized for any inconvenience that may 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,
  
  Jay B.
  Executive Customer Relations

• Initial Complaint

  Date:09/15/2022

  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.

  Hi, I unfortunately had identity theft on my debit card. Therefore when my xfinity mobile bill was due I paid with another card but I had owed ***** (small change) I was consistently getting generated emails about my account, I called several times and finally spoke with a woman who was very helpful. However, I ended up sending them the due balance through my bank electronically which they cashed. Now I cannot reach them to minus what I gave them.

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  6 *********************
  *******, ** 02150
  
  Case Number:18029294
  Date of Notice:September 15, 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 September 16, 2022, I spoke with **************** regarding a billing concern. On August 26, 2022, **************** was notified that the automatic payment attempt had failed. Xfinity Mobile sends these notifications as a courtesy to assist our customers in avoiding a potential disruption of their service. 
  
  Our records do not reflect a payment was made to Xfinity Mobile on September 2, 2022. **************** was advised to contact her financial institution for assistance with payment in question. As a courtesy, on September 16, 2022, an immediate credit was applied to the account. 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,
  
  
  ****************
  XM Executive Resolutions 
  

• Initial Complaint

  Date:09/14/2022

  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 cancelled my mobile account on 7/14/22. Once the account was cancelled all billing stopped and a physical bill was not offered to me. On 8/11/22 $86.21 was removed from my bank account without authorization. Xfinity refused to reverse p/ayment, my bank denied the dispute and it was after that I finally was able to get my money back from Xfinity on 8/30/2 and I switched my card information to a different account because Xfinity refuses to remove my bank info without replacing it with another even if you have no open account. On 9/4/22 a charge of 154.13 was attempted to be deducted from my bank. There were no funds in the bank so they also tried again on 9/7/22 and 9/11/22. Upon calling multiple time being transferred from person to person, they all tell me there is nothing they can do to remove my card and just keeps issuing credits to reverse the transaction rather than deleting my bank information. I was told several times it has been taken care of but my card remains on the account. Our legal contract states "Y0U HAVE THE RIGHT TO TERMINATE YOUR AUTHORIZATION AT ANY TIME ONLINE BY LOGGING INTO YOUR 'MY ACCOUNT' AT ************************************* AND TERMINATING AUTOMATIC PAYMENTS OR BY CALLING 1 (888)936-4968 AND TERMINATING WITH A CUSTOMER ACCOUNT EXECUTIVE." The option to remove the authorization for autopay does not truly exist online and I've called on multiple occasions to request they have yet to remove my card from their system. There are no bills available showing I owe a balance but last month they took 86.21 from my account and they attempted 154.13 this month with no explanation or resolution to insure it doesn't happen again next month.

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***********************
  ***** ***************************, Apartment *
  Noblesville, IN *****
  
  Case Number:********
  Date of Notice:September 14, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Comcast records indicate **************** ported her mobile number ending in **** to another carrier on July 19, 2022. Xfinity Mobile billed **************** for the July 15, 2022 billing cycle for services provided from June 15, 2022 to July 14, 2022. These services were provided to **************** before she canceled her account. On August 13, 2022, the payment processed and on August 18, 2022, **************** disputed the charge with her bank. On August 29, 2022, we rebilled her for the charge due to it being valid. On August 29, 2022, **************** was provided a refund for the amount charged. As a courtesy, on September 12, 2022, a credit was applied to the account to remove all charges.
  
  On September 15, 2022, I spoke with **************** and confirmed the issue had been resolved. I confirmed her debit/credit card was removed from the account and she has a zero balance. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this  letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  Desire S.
  XM Executive Resolutions