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

27,515 total complaints in the last 3 years.
8,952 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:08/07/2024
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: intermittent loss of service July 29 - Aug 7.we pay about $300/month for triple-play from Xfinity. when the service goes out we lose internet, TV and phone.we have been unable to contact a person by phone or get the issue resolved online.we got a new router and set-top box from Xfinity on Aug 6. the problem occurred again at 5:30pm and was out until 8:20am this morning (wed, Aug 7).
Business Response
Date: 08/16/2024
August 16, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

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

            , NJ 08833

Case Number:                      22105173
            Date of Notice:             August 7, 2024

Dear Sir/*****:

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

On August 7, 2024, a service-visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the line connectors, ground block, and line splitter. The Comcast Maintenance Team was also engaged and rebuilt the tap and swapped the tap plate at Ms. ******** residence.

On August 8, 2024, I spoke with ****************** and verified that services are working correctly.

On August 8, 2024, I applied a credit for the service issues. This credit will reflect on the August 16, 2024, billing statement. I apologized for any inconvenience that may 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: 08/18/2024
[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:08/07/2024
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.
I had issues with my set up and a tech was sent out to fix the issue. I was then charged a $100 tech fee. When I messaged Xfinity the first time, I was told this was nothing due to me and it was a technical issue so they would be waiving the fee on my next bill. Next bill comes and fee is not waived. I then contact chat again explain my situation, was told it would be on the next bill. Next bill comes STILL NO discount. Message AGAIN and was told Id have a refund to my card within 2-3 business days. STILL NOTHING. I wasnt my $100 back, and applied to my bill ASAP. Its ridiculous to message this many times and be told something that clearly never happens.
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

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

Case Number: 22105124
Date of Notice: August 7, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ************************************ records indicate that Ms.******* required a service visit on May 8, 2024, wherein the technician provided customer education. Service visits involving customer education about ********************** services where its the only repair solution, repair/replacement/reconfiguration of inside wiring, and customer-owned equipment produced concern(s) *** result in a service visit charge. As a result, a service visit charge was applied to the account on May 10, 2024, and reflected on the June 1, 2024 billing statement.

On June 19, 2024, Ms. ******* spoke with a chat representative who advised the account would be credited,however, no credit was applied to the account at that time.

On August 14, 2024, I corresponded with Ms. ******* via email and issued a credit to waive the service visit charge.This credit will be reflected on the September 1, 2024 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
Customer Answer
Date: 08/15/2024
[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:08/07/2024
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.
On octber 13, 2019 i paid in installments payments New Number Apple iPhone 8,Space Gray, 64GB, Pay monthly,$18.74/mo for 24 months XMPP Protection Plan, $12.00/mo* Unlimited Tier Mobile,$45/line/mo *. Days later i told them something wrong with this lighting charging port, (where the phone gets plugged) the cables kept falling off. They replaced a new charging cable, it never got fixed. They told me to contact *****. ***** say contact xfinity. Over and over and over, just kept Sending new cables but never giving me a new phone or a refund. I had given up because xfintiy kept talking me out of it. My husband bought me new device thats why i took long. But im noticing over and over the device is obsolete with the new cables ***** sells. ******* doest want to resolve my issue. ***** *24 12 * protection plan plus interest . I keep contacting them in regards this nobody knows nothing. They sold me a defective device that cannot be charged . THE CABLE WILL NOT STAY PLUGGED DONT KNOW WHY.
Customer Answer
Date: 08/13/2024
They sent me this . They asked to speak over the phone. This person seemed busy. I told him this phone never worked. Then he hung up quickly. Thats not the resolution i was hoping for. How many more years? I hope this is corrected.
Customer Answer
Date: 08/18/2024
They called friday and just keep Asking for my name and number.
Business Response
Date: 08/26/2024
August 26, 2024

BBB of ******************* & ********************
*****************************************************************************
*********************

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

Case Number: 22104678
Date of Notice:             August 7, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms.***** **************** attempted to contact ********* several times to discuss all concerns. While my attempts were unsuccessful, our records indicate On October 13, 2019, Ms. ****** purchased an iPhone 8 with a 24-month device payment plan and an Xfinity Mobile Care plan,formerly known as Xfinity Mobile Protection Plan.

Under the Xfinity Mobile Satisfaction Guarantee, Xfinity Mobile will address any device concerns within the first 14 days from the date of purchase. Additionally, all of our devices come with a ******** manufacturers warranty for which the device manufacturer assists the remainder of the 12-month warranty period. Xfinity Mobile Care customers who have device concerns after 12 months can file a claim through ********** or Xfinity Mobile Care. Additional information can be found online at ******************************************************************************.

Ms. ****** was correctly referred to Apple for assistance with the Apple device. Any credits, refunds,or replacements have been respectfully denied at this time. In order to address any further concerns, successful contact with Ms. ****** is necessary.

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: 08/26/2024
THIS IS ***** ****** THE ****** OF THE XFINTIY ACCOUNT THIS MAN ISNT DOING ANYTHING HE IS PLAYING GAMES HOW MANY SENTENCES DOES HE NEED TO HIS JOB OFF MY MONEY GOING TO HIS SALARY. HE KNOWS THE PROBLEM HE KNOWS THE ISSUES . WE TOLD HIM THE PROBLEM WE TOLD HIM THE ISSUE. HE STALLING AND PLAYING GAMES . HE DOEST ANSWER THE PHONE.. STRAIGHT TO VOICEMAIL ONLY ***** CAN MAKE CALLS ? ONLY ***** CAN ANSWER THE PHONE FOR US? ***** CANNOT ANSWER THE PHONE FOR THE CUSTOMER. WHAT IS ***** DOING ON CUSTOMER INVESTMENT AND CLOCKED IN AT WORK? HE ISNT HELPING US.
Customer Answer
Date: 08/26/2024
[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: 22104678

I am rejecting this response because:
THIS IS ***** ****** THE ****** OF THE XFINTIY ACCOUNT THIS MAN ISNT DOING ANYTHING HE IS PLAYING GAMES HOW MANY SENTENCES DOES HE NEED TO HIS JOB OFF MY MONEY GOING TO HIS SALARY. HE KNOWS THE PROBLEM HE KNOWS THE ISSUES . WE TOLD HIM THE PROBLEM WE TOLD HIM THE ISSUE. HE STALLING AND PLAYING GAMES . HE DOEST ANSWER THE PHONE.. STRAIGHT TO VOICEMAIL ONLY ***** CAN MAKE CALLS ? ONLY ***** CAN ANSWER THE PHONE FOR US? ***** CANNOT ANSWER THE PHONE FOR THE CUSTOMER. WHAT IS ***** DOING ON CUSTOMER INVESTMENT AND CLOCKED IN AT WORK? HE ISNT HELPING US.

Regards,

***** ******

Business Response
Date: 09/03/2024
September 3, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

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

               Case Number:                     22104678
               Date of Notice:             August 26, 2024

Dear Sir/Madam:

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

I attempted to contact Ms. ****** several times to discuss all concerns.While my attempts were unsuccessful, a review was still performed on Ms. ******* account. On October 13, 2019, Ms. ****** purchased an iPhone 8; with a 24-month device payment plan and a Xfinity Mobile Care plan, formerly known as Xfinity Mobile Protection Plan.

Under the Xfinity Mobile Satisfaction Guarantee, Xfinity Mobile will address any device concerns within the first 14 days from the date of purchase.Additionally, all our devices come with a ******** manufacturers warranty, which the device manufacturer assists the remainder of the 12-month warranty period.Xfinity Mobile Care customers, who have device concerns after 12 months can file a claim, through ********** or Xfinity Mobile Care. Additional information can be found online at ******************************************************************************.

Ms. ****** was correctly referred to Apple for assistance with the Apple device. Any credits, refunds, or replacements have been respectfully denied at this time. I have provided Ms. ****** with my contact information; if she has additional questions or would like to schedule a time to speak.

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 3052722

Customer Answer
Date: 09/04/2024
This man who gets paid off my money I pay my bills with. Is not a helpful resolver. HE IS NOT AVAILABLE FOR COMMUNICATION; THERE IS NO WAY YO SPEAK TO THESE PEOPLE. THEY DONT NOT ANSWER EMAILS. THEY ARE NOT AVAILABLE FOR TWO WAY CONVERSATION. ****** V HAS NOT PROVIDED NOTHING FOR ME. HE IS NEVER AVAILABLE TO ANSWER THE PHONE. WHY IS THIS MAN GETTING PAID IF HE IS NEVET AVAILABLE HOW DOES THIS COMPANY ACCOMODATE A DISABLED FAMMILy . WHENXFINITY BROUGHT ME THE GLITTER AND GLAM DIAMOND ACCOUNT what the h*** does that mean? Cause these people arent helping me at all. This person is a waste of space and my investments .
Customer Answer
Date: 09/05/2024
[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: 22104678

I am rejecting this response because:, ***** *. only providing his unavailable schedule. DOESNT ANSWER THE PHONE OR EMAIL. I CALL THE NUMBER THEY PROVIDE ME ********** *******, AND AN ALTERNATE VOICEMAIL WHICH IS XFINITY **********. ALL AUTOMATED. NO PERSON AVAILABLE THAT I PAY THEIR SALARIES. WHAT ARE THESE PEOPLE DOING WITH MY MONEY? NOT PROVIDING CUSTOMER SERVICE IN THE ************ WITH PROPER ENGLISH. THE CUSTOMER SERVICE 611 HAS LANGIAGE BARRIER. THEY DO NOT COMPUTE.

Regards,

***** ******/***** ******
Initial Complaint
Date:08/06/2024
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.
This is a cable and TV company my services were canceled due to my mother and brother got sick and I had to step in to care for them my mom passed in February 2023. I got behind paying my service so I actually closed my account however ******** refused to close my account and continued to charge me . I also went on line to cancel the account but they didn't so when I went back on the online account they had fix it that I couldn't get in my account they continued to tell me that my services were still on and it wasn't. I believe at that time my account due was a little over than ****** but by the end I had a bill over ******. I had know other options. When I called in to pay the bill the representative told me I still had services at my home. I hadn't had services since they cut it off for non-payment. I was charged for the additional service for about 3 months. I would like my money back when I called to inquire about the money and my bill they all had an excuse and said that I still have service at my address. They well road my account. Information was lost due to what was on the account in which they controlled
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

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

Case Number:22103769
Date of Notice:August 7, 2024

Dear Sir/Madam:

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

On August 13, 2024, I spoke with ************** regarding a billing concern. There is no record of ************** requesting the voluntary disconnection of the account in February 2023. The account was billed for services rendered until the account was fully disconnected on May 25, 2024. The disconnection was backdated with an effective stop billing date of May 24, 2024.

The billing statement dated March 7, 2024 generated and reflected a balance owed which ************** processed a payment for on March 29, 2024. On April 3, 2024, a partial payment was received and applied to the account. This reflected on the April 7, 2024 billing statement.

The billing statement dated April 7, 2024 generated and reflected a balance owed for services from April 11, 2024 through May 10, 2024. On April 19, 2024, the payment processed on March 29, 2024 was returned by the financial institution and reapplied to the account balance. The account was also charged a returned check fee on April 19, 2024. This reflected on the May 7, 2024 billing statement.

The billing statement dated May 7, 2024 generated and reflected a balance owed. This statement generated prior to the disconnection of the account and was for the billing cycle of May 11, 2024 through June 10, 2024. On May 24, 2024, a payment was processed to Ms. ****** account for the balance owed on the May 7, 2024 billing statement. This reflected on the May 25, 2024 billing statement. Our records confirm ************** utilized the internet service based on data usage in March 2024 and April 2024.

On May 29, 2024, a credit was applied to the account for the Regional Sports Network Fee. On June 14, 2024, a refund for the credit balance on the account was processed to the last payment method on file. This would have been received within three to five business days from the processing date.

During our conversation, ************** was provided with her Xfinity user ID to access her online account. ************** is aware she will need to enter the password she created to gain access to Xfinity websites. ************** has the option to reset her password should she choose to do so.

Please be advised the billing on this account is accurate. Ms. ****** request for a refund or compensation has been respectfully denied. I apologized for any inconvenience that may 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,

Queen Q.
Executive Customer Relations
Initial Complaint
Date:08/06/2024
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 a costumer with Comcast for a while and enjoy them. Today is not enjoyable I had service in ********* ************************************* for a few years until I decided to move to ******. When I moved I did not return the equipment and still payed the bill even though I moved keeping that place for a while until I found a place to stay in ******. Moved to ****** and transferred services over in addition spoke to comcast ***resentatives about me moving and cutting off services. The location in ******** OR when I made the switch made sure they transferred services over so I would not be responsible for the services back in *******. Received email about payment and phone calls from Comcast about delinquent account spoke to service ***resentative explaining I moved and they saw how I was paying on the account until I moved into a place to stay and gotten service so they told me to return the equipment and you owe no money. I booked a flight when I had time to back to ******* and I returned the equipment. Now I made sure with the service ***resentative at the new location in ************* is there anything else you need he looked up the account scanned out both devices printed me a ticket and said your all good. Fast forward may -aug I have a debt owed on my credit ***ort. Called the company which is I c system to inquire about the debt. After that called comcast keep in mind I still have service with them. Spoke with a *** and ask why didnt no one tell me owed a balance I would have paid it a long time ago especially when I was in *******. No explanation on why. Now I have to pay extra money with this debt collector just to remove something that never sent me mail nor a phone call about a debt owed. I would have taken care of this I mean I am already paying them as of now for services. Now I have this situation can even pay them directly I have to pay a company to remove a debt that both parties failed to reach out and I had to find out by randomly checking my credit
Business Response
Date: 08/23/2024

August 23,2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       ***************************
            ******************************************************************
            *********,OR 97008

              Case Number:                    22103383
              Date of Notice:             August 7, 2024

Dear *** or Madam:

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

I made several attempts to contact ****************** via telephone and email, however, my attempts were unsuccessful. Our records indicate that Mr. ******** account was paid in full each month until the January 28, 2023 billing statement. The January 28, 2023 billing statement generated and reflected the balance owed for services rendered.

Due to no payment received the billing statement dated February 28, 2023 generated and reflected an unpaid balance from the previous month and new services billed. Due to no payment received the billing statement dated March 28, 2023 generated and reflected an unpaid balance from the previous 2 months and new service charges. I was unable to locate an request for a volunatary disconnection of Mr. ******** account.

On April 25, 2023, the disconnection of Mr.******** account was completed for non-payment. The billing statement dated April 25, 2023 generated and reflected the balance owed for services rendered which included unreturned equipment charges. Due to no payment received on May 10, 2023, the unpaid balance was referred to a collection agency.

On March 7, 2024, the equipment was returned and removed from the account along with the unreturned equipment charges billing on April 25, 2023. I verified that the account was billed correctly for the subscribed services and the collection notice is valid. Mr. ******** request for compensation has been respectfully denied. On August 13, 2024, an email was sent to ****************** to advise him of the above information. I apologize 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,

Queen Q.
Executive Customer Relations
Initial Complaint
Date:08/06/2024
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.
On 7/25/2024, Xfinity Mobile suspended my service due to non-payment of $569.62 (Jun-July cycle). I was on a payment plan and got the due date mixed up. I contacted a representative via chat in the afternoon of the same day. A payment of $290.00 and $286.64 was made on 7/25/2024 and service was restored. My balance was $0 with a due date of 8/27. On 8/6, my service was suspended AGAIN for a past due balance of $569.62. I contacted Xfinity Mobile AGAIN via online chat and the representative just kept telling me I have a past due balance. I would like to note that additional payments were made in July totaling an additional $561.50, to catch up my account (see payment 1 screen shot). All payments in July totaling $1,138.14. Xfinity Mobile refuses to credit back the past due balance regardless of it being paid in full and is refusing to look into the payment history on the account so verify that the account is in fact up to date. I am asking the BBB to help me get this resolved. I have a nurse who is on call that is on my plan and now does not have access to a working device. Attached is a screen shot of Xfinity Mobile saying the account is paid up and nothing is owed until 8/27 with an amount of $466.63 (devices have been paid off during this billing cycle Jul-Aug). Xfinity is claiming my 7/25 payments were for May-June bill, but my account says otherwise the day those payments were made (see XM balance).
Business Response
Date: 08/15/2024

August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re: *********************** ********
*************
*******, NH 03087

Case Number: 22103037
Date of Notice: August 7, 2024

Dear *** or Madam:

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

On August 13, 2024, I spoke with ************** ******** and informed her that her bills have had a past due amount as the full balance was not paid on several billing cycles and a partial amount would carry on to the next bill and subsequently her services were suspended on July 25, 2024. On August 8, 2024, ************** ******** was given a payment arrangement for the past due balance. ************** ******** will need to make a payment on the 28th of each month until the last payment on January 28, 2025, for the past due balance. In addition, ************** ******** must continue paying her regular bill on the 27th of every month. I advised ************** ******** to make the payment in the exact amount agreed for the payment arrangements on the exact date, otherwise, it will be considered as broken. ************** ********* services were reactivated on August 8, 2024, and remain active. A credit is respectfully declined as the bills are correct and valid. I apologized for any inconvenience and overall experience 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,

****************
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:08/06/2024
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 have been paying $75.00 a month since June 10 for no service. I want credit of $250. 00 and service.!!! The business employees have records and knows i am not receiving cable!!! They confirmed at 3;30 pm they would arrive between 4pm and 5pm and never showed I paid for a taxi home and they never showed.makes me mad!
Business Response
Date: 08/14/2024

August 14, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

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

Case Number:                      22102904
                Date of Notice:             August 7, 2024

Dear Sir/Madam:

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

On August 7, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective drop connector, ground block,splitter and inside wiring. A problem with the customer owned equipment also contributed to the issue, customer education was also provided. On August ******, I spoke with ****************** and verified that services are working correctly.

On August 2, 2024, a credit was applied towards the account for service-related concerns between June 10, 2024,through August 7, 2024. The credit will reflect on the billing statement dated,August 8, 2024. I apologized for any inconvenience that may 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,

****** (************
Executive Customer Relations
Initial Complaint
Date:08/06/2024
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 spoke with an agent 2 months ago about getting internet speed at 100mbps for the $29.95 a month. He then tries to keep upselling me and attempting to say that the 100 Mbps option was not available and I had to take the 300mbps plan with a free phone which I vehemently advised i did not want or need. Halfway through the sign up for the service I eventually figured out that you can get the 100speed plan. I told him to cancel and not send me any phone and signed up for the 100mbps option. I STILL ended up receiving the phone. They CHARGED ME FOR THE PHONE SERVICE and Im beyond ******. Thief refused to send me my money back immediately along with the $17.95 charge for the tax on this device which I never wanted and was manipulated and tricked into starting the signing up for. This is theft on a consumer by a corporation.I had an escalation call with a supervisor by the name of **** who kept himself muted coming back multiple times after obviously laughing at my situation, proceeds to tell me the burden is on me with an attitude to boot, hangs up on me, calls me back 12 minutes later, tells me he lost connection only to immediately follow up saying he has the authority to hang up, continues to interrupt me and state the company policy which is protecting malicious and predatory upselling by their employees going after their commission bonus (which I confirmed was in fact a thing) and had not a modicum of respect for me or the situation Comcasts policies have allowed to exist and therefore protect throughout leading to his final statement when I actually began to record the conversation being that he knows hes being recorded and to save himself he hangs up. I want an inquest done into their business practices and where is the consumer protected from malicious employees with directives to upsell for financial compensation. I want my refund as Ive a family to care for and this blunder from xfinity has left me with $20 to my name till payday.
Business Response
Date: 08/16/2024
August 16, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

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

Case Number:22102803
Date of Notice:August 7, 2024

Dear Sir/Madam:

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

On August 15, 2024, I spoke with ****************** regarding his Xfinity Mobile concern(s). Our records confirm that on June 8, 2024, ****************** purchased a ******** Moto G device, split across 24 installments, with the ************** plan. Later that day, ****************** contacted customer service to cancel the order. However, the order was already processed by our warehouse and therefore could no longer be cancelled. ****************** was advised at that time to refuse delivery from ***** or to return the device within 14 days. The device was delivered on June 12, 2024, by *****, with a signature on file.

The billing cycle starts the first day the device is activated or seven days after the device or SIM card ships, whichever comes first. Accordingly, since the device was not activated within the first seven days, the billing started effective June 16, 2024. On June 25, 2024, a terminal return was processed for the device. However, the device was not returned. The line of service was ceased on August 6, 2024. On August 16, 2024, a credit was applied to the account for the line activation fee and taxes on the first invoice. This credit will appear on the next invoice to be generated August 16, 2024. The device must be returned, in good condition, and in a timely manner, in order to waive the device balance and refund any previously made payments for the device. 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 ****************************-2834.

Sincerely,

********************
Xfinity Mobile Executive Resolutions

Customer Answer
Date: 08/16/2024
[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: 22102803

I am rejecting this response because:

I did not call back later on the day to cancel the plan. Again, I called in to activate internet speeds of 100mbps and was misled into purchasing a mobile device that was thrown in as a plus to an internet plan presented to me. I vehemently stated that I did not want a mobile device. After they collected the sales tax of $17.95, I realized, in the same moment that the plan for 100mbps was in fact available and informed the agent in that same moment to cancel the whole plan he was trying to force on to me. The agent stated he could not cancel it and I told them I would not be held responsible for a burden placed on me by a sales agent trying to increase his commission for pushing a device onto me. Ive loved my experience with xfinity Comcast for the last 4 years but this experience and the fact they are still attempting to place a burden of responsibility on me, the consumer, when I was unrightfully, and visibly wronged then abused by their customer service is absolutely asinine from a company that made 157 BILLION dollars in 2023.
I will not be held responsible or liable for anything as this shouldve never came to pass. It is an outright lie that I reached back out later on in the day. The chat transcripts of my conversation should be requested to see that this is an egregious lie on the timeline provided to the BBB.

Regards,

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

Customer Answer
Date: 08/16/2024
Please request the transcripts for the conversation with xfinity as this was all done via their chat system.
they are lying to the BBB stating I called back later on in the day when the advisory provided to cancel and furnish me with a refund of this sales tax was at the same time as I was securing the internet plan I wanted in the first place prior to their pushy, misleading and predatory sale of said plan.
I did not sign anything to receive the device. I came home and was told something arrived for me and to my horror it was this god forsaken phone. The rest is detailed in my formal complaint.
Initial Complaint
Date:08/06/2024
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.
4/17,I ordered Xfinity mobile service and, along with that 2 new phones.After weeks of them being out for delivery, they were returned to ***** on 5/13 w/out us receiving them. I called Xfinity lots to resolve this, but was told something different by 20+ and was told that I did in fact receive the phones, when I did not.After trying to resolve this issue for well over a month,I spoke to an Xfinity agent over the phone to tell them they can keep the phones, and I wanted the charges (for services I did not received) to be dropped. I was told many agents(5+) that the services would be cancelled and I wouldnt be required to pay for services I didnt receive.Periodically checking in from time to time on the phone,I was told that the services were not cancelled and there is zero notes to reflect my past conversations (like I was told would be), and other charges that were promised to be refunded were not.One time, to see the status,I was told I needed a card on file to see the status, and was told that the card would be taken off.It was not, and I was charged. I had enough and called to where I was on hold for 3 hours (and hung up on) then spoke to someone who said that they would cancel due to not receiving the service.On 7/31/24, looking at my account I see a charged from Xfinity Mobile for $1,929.28. I called to get answers,& was hung up on by 3 different people. When I finally got to someone who would answer me, they told me that I was charged for the phones (I didnt receive & ***** shows is with Xfinity),as well as the charges that were due on my account (services I did not receive).I was told it could not be refunded because it was a "nonpay cease" rather than lack of providing the service I paid for. One person will tell me that Im going to be refunded, then one will say I am not.I have been lied to and have been tricked into giving them money for services I have not received and they are refusing to give me my money back when I did not get the service. PLEASE HELP
Business Response
Date: 08/16/2024

August 16, 2024

BBB of ******************* & ********************
**************************************************************************************************
**********************

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

Case Number:22102568
Date of Notice:August 7, 2024

Dear Sir/Madam:

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

I made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. On April 17, 2024, our records confirm that ************** ordered an Apple iPhone 15 Pro and an Apple iPhone 14 Pro, in 24-monthly installments, on the ************** plan. The devices were shipped on April 18, 2024.

Our records confirm that the devices were returned to Xfinity Mobile on May 13, 2024, because they were unable to be delivered, according to ***** tracking number ************. ************** was refunded and credited for the initial down payment of the two iPhones on July 16, 2024. ************** was charged for each device and for ********************** service on July 29, 2024. Our records confirm that ************** was refunded on August 8, 2024. On August 16, 2024, a credit was applied to offset the refund. A credit was also applied to the Xfinity Mobile account on August 16, 2024, for the invoice dated August 6, 2024.

These credits were applied to the invoice dated August 6, 2024. The Xfinity Mobile account is now disconnected with a zero balance and no new statements will generate.

I apologize 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,

********
Xfinity Mobile Specialist
Initial Complaint
Date:08/06/2024
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 bought a brand new phone from Xfinity, iPhone 15 pro max about July 1st 2024 on a payment plan. The phone was stolen on or about July 16th. I filed a claim with the Xfinity insurance company. Paid the $380 deductible and explained to the insurance company the phone has just been purchased and that payments were being made to Xfinity. They informed me theres a chance the phone could be refurbished. I then asked them if we could have a brand new phone to replace it because we hadnt had that phone long at all. They ended up sending us a used phone that had been broken and fixed (refurbished). I dont feel I should have to pay the same price for a used phone that was broken at one time as a brand new phone. I can never get a customer service representative that understands what Im saying. Most of them English isnt their initial language. So they seem to have a hard time understanding. Im tired of the customer service representatives telling me they can and will handle the problem and nothing gets done. I feel I deserve a substantial discount on the phone the insurance company sent me because of it being refurbished and the trouble Ive had trying to get something done about this. Im also filing a complaint against the Xfinity insurance company Assurant.
Business Response
Date: 08/19/2024
August 19, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       *********************
            ***************
            *********, IN 47586

Case Number:                      22102507
            Date of Notice:             August 7, 2024

Dear Sir/Madam:

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

I made several attempts to contact *************** via telephone and email. Although I was unable to reach ****************, a review was completed on the account.

Our records indicate on June 27, 2024, **************** purchased an Apple iPhone 15 Pro Max on a device payment plan for 24-months. Per the Retail Installment Contract, you bear the entire risk of loss, theft or damage to the device from any cause during the term of this Installment Agreement. Even if the device is lost, stolen or damaged, you remain obligated for the total of the payments. If you qualify and it is available at the time of purchase, you may obtain property insurance on the device from us at the time of purchase. You may also obtain property insurance from others on your device purchased under this Installment Agreement.

**************** is responsible for the full cost of the device. **************** did add Xfinity Mobile Care, (device insurance) for the Apple iPhone ****************************************************************** concerns relating to her claim. 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,

**************
XM Executive Resolutions
Customer Answer
Date: 08/19/2024
[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: 22102507

I am rejecting this response because:
I have not received any calls from this person. I have voice mail and have never received a message or number to return a call. Xfinity has really taken advantage of us as customers and want people to know what kinda company they really are. I have been with Xfinity for several years and will be looking for a new phone service and internet service

Regards,

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

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