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

27,424 total complaints in the last 3 years.
9,314 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:01/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with Xfinity over many years and I have internet, cable and phone service. When I originally signed up it was less than $95a month. I have always paid my bill ahead of time and often keep a credit on my account because of my payment methods. This has given them the opportunity to take advantage of a consumer that pays ahead. However, over the past years the bill has increased to $255. After contacting the company several times for defective equipment, billing issues and other concerns. I realized I had to make dozens of phone calls that resulted in hang ups, extended wait times and being forced to chat with a bot about the issues and concerns I had. When there was equipment issues I had to chat with a bot and fix on my own. Service has been poor but we live in a rural area and I know that Xfinity feels as if they can treat customers in this area like this. On several occasions when I tried calling from the phone number I have registered it gives me a busy signal but when I call from an alternate number it goes through. The customer service is poor and after finally getting a representative that could not explain the increase yet I was not eligible for any promotions but was willing to give me a $28 discount for the next 12months tells me that they have been overcharging me. Did I take the discount - YES. Because every dollar counts with a family of 6 and 4 of them being under the age of 18. I feel as if Xfinity should offer me a courtesy refund for overcharging. I have tried to file a complaint online with xfinity and it will not give me the actual option to do so. It keeps forcing me to chat with a bot about my issue.
Business Response
Date: 01/19/2024
January 19, 2024

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

Re: *************************
***********************************
South Boston, VA *****

Case Number: ********
Date of Notice: January 3, 2024

Dear Sir/Madam:

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

On January 8, 2024, I spoke with *** ****** regarding a billing concern. Our records indicate that *** ****** was previously subscribed to the Select Plus More package, which includes Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), Digital Preferred Tier, High-Definition (HD), Digital Video Recorder (DVR) Service, Extreme Pro Internet, and Unlimited Voice. Equipment, taxes, and fees are not included in the package price.

On January 4, 2024, *** ****** accepted a 36-month transitional promotional rate with a 12-month term agreement for Superfast Internet and Ultimate TV. The first-tier base monthly rate for the promotion is effective January 4, 2024, through January 31, 2026. On February 1, 2026, the rate will transition to third-year pricing effective through January 31, 2027, at which time regular retail rates apply. The term agreement is valid from January 4, 2024, through January 4, 2025. As a result of the change in package subscription, a prorated billing adjustment was also generated on January 4, 2024. The billing adjustment will be reflected on the January 26, 2024, billing statement. No additional billing adjustments or refund is warranted at this time.

Please be advised the billing on the account is accurate. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

********************
Executive Customer Relations
Initial Complaint
Date:01/01/2024
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.
So i purchased 1 gig internet for my apartment back in July and was satisfied with my purchase until i needed to downgrade. I've been trying to downgrade my internet for months now. I keep getting pushed off to the side and ignored because Im paying over $100 for internet and cable which i don't want. My apartment charges me 45 a month in the lease for the cable alone and if i dont pay the internet bill they shut off both even though i paid the cable bill. All i want is for the 2 accounts to be separate and for my internet plan to be downgraded. i seen them advertise the 200mbps plan for 45 and that's the one i want.
Business Response
Date: 01/18/2024
******* *** **** *** ** ***** ********** ** * ******* ************ ********************************************************************************************************************** ***** *** ************************* ********************************** ********* * ******** ** ***** **** ******* ******** **** ** ******* ******* ** ****

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 Mr. ************************* via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that **************** is presently subscribed to Gigabit Internet at a contracted rate for the first 24 months, which is valid from July 8, 2023, through July 7, ****. The term agreement is effective from July 8, 2023, to July 8, ****. The offer will transition to a non-contractual third-year price for 12 months from July 8, ****, to July 7, ****. At the conclusion of the promotional period, the standard retail rate will apply.

Outside the contractual offer, **************** is subscribed to xFi Complete at a discounted rate for the first 24 months, effective July 8, 2023, to July 7, ****. At the end of the promotional period, the standard retail rate will be applied. Additionally, **************** is receiving *************************** plus one TV box that is included in the ***** ********************** bulk service agreement.

The account has reflected a past-due balance since September 25, 2023. On December 4, 2023, a billing statement was generated that comprised a past due amount, plus new charges for the December 8, 2023, though January 7, ****, billing period. Due to the account delinquent status, and **************** failure to pay the bill, effective December 26, 2023, the account was soft disconnected for non-payment. On December 26, 2023, a payment was applied to the account to clear the past due balance, and the services were restored.

At this present time, the account is past due. **************** amount due comprises a past-due amount plus new service charges for the January 8, ****, to February 7, ****, billing cycle, which is due by January 25, ****. However, to prevent further collection actions, or service interruptions for non-payment, the past-due amount is due immediately.

To assist Mr. ************************* with his downgrade of service request, contact with him is required, as we are unable to make changes to the service plan without **************** consent. We are unable to provide **************** with separate bills or accounts for his bulk TV and Internet services because customers are only allowed one residential service account at their address. In order to resolve this matter, contact with **************** 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,

****************
Executive Customer Relations

Customer Answer
Date: 01/18/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I emailed you back and you never responded after the fact. Regardless of the matter you refuse to let me downgrade.

Regards,

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

Business Response
Date: 01/26/2024
******* *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** *** ************************* ********************************** ********* * ******** ** ***** **** ******* ******** **** ** ******* ********* *** ****

Dear Sir/Madam:

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

On January 26, ****, I spoke with *************** regarding a billing explanation. Our records indicate that on January 26, ****, the services were interrupted for non-payment. **************** currently subscribes to a 24-month contractual agreement for the Gigabit Internet effective from July 8, 2023 through July 7, ****.

Effective July 8, ****, the monthly rate will increase to a non-contractual price through July 7, **** at which time standard retail rates are applicable. The account receives a ******** promotion for xFi Complete effective from July 8, 2023 through July 7, **** at which time standard retail rates are applicable.

*************** receives Digital Starter Plus one TV Box at no additional charge through his community bulk agreement. **************** has options to go online to downgrade his services. On January 26, ****, *************** processed a payment to his account and his services were restored shortly thereafter. **************** was advised of the balance owed on his account. I verified the account is being billed correctly for thr subscribed services. **************** was provided my direct contact number should he require additional assistance.

Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

******************
Executive Customer Relations
Initial Complaint
Date:01/01/2024
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.
To Whom It May Concern,Please note that I terminated/disconnected my Comcast Business Account on 11/27/23 and returned the device the same day to Comcast through the *** Store in Fox River Grove, IL. My billing cycle is on the 23rd of each month for approximately $263.00. Comcast charged me $263.53 on 12/14/23 for services from 11/23/23 to 12/22/23, which is an overpayment (this is actually a theft of services) for the service days billed from 11/27/23 to 12/22/23, irregardless of the Disconnect Form they make you sign to process the termination (I should only be responsible for services from 11/23/23 to 11/27/23). Now I have been sent yet another bill for $268.75 for January (services from 12/23/23 to 1/22/24)!I'm requesting that Comcast (1) reimburse me for services from 11/27/23 to 12/22/23, (2) cease and desist (Stop!) the continued billing on a closed-out account, and (3) review the unfair business practice of making customers sign an one sided Disconnect Form to close an account.I paid my Comcast Business account on time (automatic billing) for over 4 years and this is not a fair way to treat a long-standing customer. The Disconnect Form is an unfair and one sided contract that the customer is forced to sign to close the account. This business practice needs to be reviewed, there are obviously much better and equitable ways to treat long-standing customers to close-out accounts.Thank you,***********************
Customer Answer
Date: 01/12/2024
Hello,
I received my full refund and I am satisfied with Comcast's response.
This complaint can be considered closed. Thanks to BBB.
Thank you,
***********************
Initial Complaint
Date:12/26/2023
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.
Comcast has locked me out of my account, I can not pay or do anything else unless I change my password. I can no longer pay for service or access my account. Paid over $2500 in the past 12 months
Business Response
Date: 01/11/2024
January 11, 2024

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

Re:       *****************
            **************************************************** *
            Olympia, WA *****

              Case Number:                    ********
            Date of Notice:             December 27, 2023

Dear Sir/Madam:

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

Upon receipt of the complaint, an account review was completed. Our records reflect that on December 11, 2023 ************** was sent a text message with a code to reset his password. On December 28, 2023 I received email communication from ************** indicating that he was disconnecting his account and no longer needed assistance resetting his password. Per Comcast records, ****************** account was disconnected on December 28, 2023.

On January 3, 2024, I corresponded with ************** via email. I offered further review the account, restart his ******************** service, and assist him with resetting his password. ************* respectfully declined.

I apologized 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,

****** *
Elite Customer Experience Case Manager
Customer Answer
Date: 01/12/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
It should not have taken me filing a formal complaint to get some help. I spent days calling in and going in person. Ultimately I ended up taking a day off of work and switched all my cell phone lines and home Internet to an alternate choice. If just ONE representative could have assisted me, I would have stayed and not had to go through the hassle of switching. That's just way too much money to have that much trouble and frustration. Why would I want to restart services with a company who could not give me the services I payed for to begin with? I was not offered any compensation. In fact, my Internet was having problems for a long time, I had service techs out, and the problem persisted. Now with being locked out of my account and then getting nowhere with assistance, it was enough to make whatever hassle of switching worth it. Now I'm saving money, my Internet is actually reliable, and the same is true for my cell phone service. The only thing I want out of this is for it to be public record and the complaint listed.

Regards,

*****************
Initial Complaint
Date:12/19/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 22nd I received a modem in the mail from Xfinity. I contacted the customer service department & spoke with **** from the Philippines. To help me set up the modem. We decided to include Xfinity Mobile in the package. I gave **** my ACP VERIFICATION I.D. #******-*****. For Xfinity Mobile she said there would be a one time charge. Of $40.61 for the sales tax, my monthly payment would be around $47.04, for the unlimited plan & I would be accessed a one time $10.00 Service fee. I told **** 10 times, why don't we wait until Dec 1st when I get paid. If you take the money from my account, it will put my account in the red and I will be charged an over draft fee. **** kept saying no problem, no problem. I was placed on hold. When she returned, she said everything is going to be okay. She said nothing would be deducted from my account . Until I received the phone and it had been activated. Order: #**************** Upon checking my online banking account on Nov 24th. I saw that the sales tax of $40.61, had been deducted from my account. Which put my account in the red for 0.35. So I was accessed an overdraft fee of $35. Our building had a meeting and was offering ******* Internet Service. I contacted the customer service department & told them the phone would not be compatible. I was told I could return it, once it got scanned in their warehouse. The money would be refunded to my account. I never received the phone. I got a card from ***** saying it was the 3rd attempt. When this was the first notice I received. I called them and they said. I would have to come to Rogers Minnesota to pick up the phone. I told them I lived in Minneapolis, had never been to Rogers Minnesota & told them to send the phone back. On Dec 1th I spoke with the customer service department. I was told that the phone was still in transit, it had been sent back on Dec 3rd & I would receive a refund of $40.61 on Dec 16th, back on my debit card. Which did not happen!!! I am so sick of Xfinity!!!
Business Response
Date: 12/29/2023
December 29, 2023

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

Re:       *******************
            *************************, Unit ****
            Minneapolis, MN *****

            Case Number:                    ********
            Date of Notice:             December 19, 2023

Dear Sir/Madam:

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

On December 21, 2023, I spoke with *** **** regarding their Xfinity Mobile concerns. On November 22, 2023, *** **** first initiated service with Xfinity Mobile with the purchase of a ******* ****** *** 5G, IMEI ending in ****. Our records reflect the device was shipped to *** **** on November 24, 2023 and unfortunately, it was returned to our warehouse on December 5, 2023, due to unsuccessful delivery attempts. *** **** contacted Xfinity Mobile on December 2, 2023, and the request to disconnect the line of service was processed. The ******* ****** *** 5G was received and graded by our warehouse on December 7, 2023, as A-stock with no trouble found. Due to an error, the device payment plan balance remained on the account for the ******* ****** *** 5G.

On December 21, 2023, the balance of the device payment plan for the ******* ****** *** 5G was accelerated and a corresponding credit was applied to the account. This acceleration and credit will reflect on the billing statement for services from December 1, 2023, through December 31, 2023. A credit for service charges incurred from December 1, 2023, through December 31, 2023, was applied to the account on December 21, 2023. Additionally, a refund and corresponding credit was applied to the account for initial charges from the date of initiating the subscribed services on November 22, 2023. *** **** was advised the normal timeframe to receive the refund back to the payment method on file is 1-3 business days, depending on the financial institution. Our records reflect that the refund processed back to the payment method on file on December 23, 2023. On December 26, 2023, *** **** confirmed receipt of the refund. 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 ###-###-####, Extension *******.

Sincerely,

******************
Executive Customer Resolutions
Customer Answer
Date: 12/29/2023
[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:12/14/2023
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 talked with at least 5 different employees of Xfinity on a chat to give me my $100 that was charged for a "Professional Installation" back because we did it ourselves and I asked all of them to disconnect my service. They all keep trying to get me to say and I keep saying that I already have another service and do not want their service anymore. They have been charging me for services I am not getting and none of their technicians do anything to help!!!! I want my service ended NOW!!!! I am livid that I'm having to spend this much time out of my day to disconnect my service! This company is worthless and they try to rip people off! (I'm currently paying for 1 GIG and getting speeds like 62...I am absolutely not interested whatsoever in keeping their service).
Business Response
Date: 01/03/2024
January 3, 2024

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

Re:       *********************************
            **************************
            Hanover, PA *****

              Case Number:                    ********
            Date of Notice:             December 14, 2023

Dear Sir/Madam:

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

On December 19, 2023, I spoke with *********************** regarding a billing-related concern. Our records indicate that a credit was applied to the account on November 17, 2023, for a professional installation charge. This credit is reflected on the December 8, 2023 billing statement. The charge was valid.

Upon further review of the account, ************************ was experiencing connectivity issues with the internet service, and a leased modem was mailed for a self-installation. Unfortunately, the self-installation failed therefore, a service appointment was completed on November 16, 2023, the technician replaced the lease modem to correct the service issue.

On December 15, 2023, the account was voluntarily disconnected and backdated for an effective date of December 10, 2023. Upon disconnection, there was a final balance owed for services rendered until December 10, 2023. ************************ is responsible for the final balance owed that is reflected on the December 15, 2023 billing statement.

Please be advised the billing on the account is accurate at this time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:12/07/2023
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.
Fraud purchases were made on my mobile account. I discovered the fraud on 11/30. I contacted my cc co to have the card cancelled. I filed a claim with Comcast ***********. I also filed a police report with my local police department. I was informed by Comcast call center person that I would get an email explaining what else I needed to do within 48hrs. Claim was filed 12/2. The fraud purchases were made because someone hacked my account using my deceased husband's email. My husband passed away in 2009 and at that time I informed them to remove him from the cable account. He never had a mobile acct with Comcast. Only me! The hacker used my deceased husband's info and changed all my info. My mobile app has devices waiting for activation on both my mobile and cable accounts that I did not authorize! Since reporting the fraud which took me 3 1/2 hrs to do (because when you call them you are tossed around the globe because know one can help you), I am receiving emails and phone calls to activate the devices! I keep telling them its fraud and that I did not buy the devices. My monthly bill is only $46.99 which I have pd faithfully since I have had the acct. Now there are outstanding charges of $451.65 and a new monthly service fee of $101.99. I don't have the funds to pay these charges. Comcast makes it impossible to work with because they force you to use their call center and when you call you have long wait times and when you get someone they are unqualified to help and then transfer you somewhere else with a long wait time and so on and so on. All I want are these fraud charges removed and my account cleared of all the devices. I have an * ***** ** which is 3 yrs old and no other devices should be associated with my account. Please help!!!
Initial Complaint
Date:12/07/2023
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 signed up for internet service from Xfinity (Comcast) in January of 2023. I was promised a rate of $45/mo. dependent upon me signing up for paperless billing. The estimate that I received reflected what I believed to be my rate. It was never communicated to me that the estimate was inaccurate or that the estimate was subject to change. I relied on that $45/mo. amount when signing my contract with Xfinity. Every month, I was charged $55 for my internet service. Each time I received my bill, I called Xfinity to rectify this amount. Every phone call, the customer service representative refunded me $10 and assured me that the correct amount would be billed next month of service. This pattern remained for many months until last month. I spoke to a customer service representative to do the exact same thing that I had done every month before. However, this time, the representative informed me that the rate that I was quoted was reflective of what my rate would be had I also signed up for Xfinity's mobile phone service. The initial estimate that I relied upon includes a vague "Xfinity Mobile Discount Eligibility | Included." This eligibility seemed, to me, just as it was stated -- an eligibility for a mobile discount. It did not seem, to me, nor did it seem to the nearly dozen representatives that I had spoken to before to be relevant to the $45 amount. I offered to send the email to each representative that I had spoken to before, but none needed it. They merely discounted my bill and apologized for the confusion. With this final representative, everything changed. Suddenly, she was able to tell me that my estimate was including a heretofore unknown discount that required me to sign up for a mobile plan. I expressed that this seemed to be deceitful and predatory, because it was not clear from this estimate that I needed to sign up for an additional service besides internet.It is not fair to present a competitive price and hide within it other requirements.
Business Response
Date: 12/20/2023
December 20, 2023

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

Re:       *******************************
            *************************************
            Cherry Hill, NJ  *****

               Case Number:                     ********
            Date of Notice:             December 08, 2023

Dear Sir/Madam:

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

I made several attempts to contact ******************* via telephone and email.Although I was unable to reach ********************, a review was completed on the account. Our records reflect ******************** subscribes to Fast Internet service with promotional pricing effective January 19, 2023 through January 18, 2025. Effective January 19, 2025 tier 2 promotional pricing will apply through January 18, 2026 at which time will transition to retail rates.

******************** currently receives a monthly self-service discount for enrollment in both paperless billing and automatic payment. Should enrollment in be cancelled at any time, the discount will no longer apply.

Please be advised the billing on this account was accurate at that time. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

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

****************
Xfinity-Executive Customer Relations
Initial Complaint
Date:12/05/2023
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.
Was completely lied to about what was included with the plan then was told would be able to cancel account and would no longer be billed yet continually billed every month was supposed to be $40 a month bill was over $100. Now Im still being charged every month $42 even though the number was switched over to another carrier and was told by three different representatives that my account was canceled that would not be charged any more money and there is no way to reach anyone at Xfinity mobile. They send a text link thats just a loop so you cant reach anyone to get help. Many many other customers online complaining about the same exact issues and the service they provide is not even usable. I believe are convincing customers who are on a fixed budget already to switch to save money then put them in a situation where the customer will be unable to pay a cell phone bill now 2 or 3 times what they were paying and not even able to use the phone service, an unethical practice.
Business Response
Date: 12/20/2023
December 20, 2023

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

Re:       ***********************
******************************
Chicago, IL *****

              Case Number:                    ********
              Date of Notice:                December 12, 2023

Dear Sir or Madam:

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

On December 14,2023, I spoke with **************** regarding his billing concern. I confirmed *************** initiated services on April 5, 2023, and was set up with our by-the-gig data plan at $15 per gigabyte (GB) and purchased a ****** ****. The services were deactivated on November 8, 2023. Since **************** initiated services, he had been going over his 1GB for several months resulting in higher bills as each additional GB used is charged at $15 each. The last bill was charged for services was October 12, 2023, through November 11, 2023. A bill was still being generated as he was still in possession of the device. The monthly charge for the device will be charged for a total of 24 months and he has 15 months remaining. I apologize for any inconvenience this may have caused while a resolution was obtained.

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

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:12/03/2023
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.
Ordered service the week of November 13th 2023. Service was unable to be started and I returned the equipment and have the receipt for doing so November 19th 2023. There is still a bill showing to be debited from my checking account in the amount of $61.05. I contacted Xfinity about this in the app and they said it would be removed and brought to $0 but this has never happened. So they’re still going to auto charge me for services I never received even though I have a receipt of the return for equipment and never used their service for even a single minute. I want my account to show zero balance. Those whole thing has been a ridiculous waste of time
Business Response
Date: 12/19/2023
December 19, 2023

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

Re:       *************************
            **** ********************************
            ***** ** *****

            Case Number:                      ********
            Date of Notice:             December 4, 2023

Dear Sir/Madam:

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

On December 5, 2023, I communicated with *** ******* via email regarding his billing concern. On November 18, 2023, *** ******* attempted a self-installation of the services. *** ******* was unable to activate the equipment and a technician visit was recommended. *** ******* was advised an installation fee would be applicable in which he declined the visit.

On December 3, 2023, the account was disconnected with a stop billing date of November 20, 2023. The account was disconnected with no balance owed. On December 5, 2023, I un-enrolled *** *******’ account in automatic payments per his request. 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,

**************
Executive Customer Relations

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