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, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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:08/06/2024

  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.

  8/18/23 Began Xfinity Mobile contract. Purchased 2 new phones that received the following trade-in credits: S21 $799 applied over 24 months ($33.33 covering full cost of phone; S9 $500 applied over 24 months ($799.92 - $500 = $299.92 divided by 24 should be device payment of $12.49). S21 credit has been applied, S9 HAS NOT. To-date we have paid $33.33 x 11 months = $333.33 (phone in entirety should be only $299.92). Over the last year I've went to an Xfinity store twice and spent hours on at least 4 online chats with Xfinity **** who each time tell me the issue is taken care of - give it a couple of months (last chat was 6/5/24) with no change. Also, Feb. 5, 2024 I received an email stating the issue had been resolved and another email would "follow shortly" with more details - nothing - no email, no change.

  Business Response

  Date: 08/26/2024

  
  August 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  *************************
          ********************
          ******, MI 48820
  
          Case Number:  22102440
          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 *****************************.
  
  On August 18, 2023, ***************************** purchased a ******* Galaxy. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ***************************** satisfied the promotional requirements, but the promotion did not reflect on the account. On August 8, 2024, I applied a one-time promotional credit, equal to the value of the promotion, to the account in lieu of the promotion.
  
  On August 8, 2024, I contacted ***************************** and explained the above information. I apologize for any frustration and inconvenience that may have been experienced in the matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions 

  Customer Answer

  Date: 09/04/2024

  Hello, My apologies for not responding about whether my complaint was resolved. It has been resolved. Thank you very much for your assistance! I was unable to get anywhere with the company until the BBB stepped in. *****

• 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 ordered a phone realized it was the wrong one I cancled within minutes happened around 3am my time so no shipping places wherent open there no reason this should of been shipped The first ******** service *** lied to me said it be cancled the second time they lied to me and said it wouldn't be shipped after talking to there supervisor now I get the email and here we go again Do not the first phone that was sent a few years back j didn't even ask for they just sent it without my permission wich we cleared that up but am concerned this might create another mess fees and I get the run around so am contacting you directly This happened with another phone an ******** service wound up tryin tk sell me services rather than fixing the issues I'm not 100sure but I think everytime a mistake happens ******** service uses it as an excuse to sell you services rather than fix the issue at hand for what I'm assuming a commission I don't feel companies should operate like that cost the consumer more and we'll idk bout the company but just don't think it's right I would like for this to be returned as it will be unopened and for unopened products I don't believe should be charged restocking fees also would like my service fixed cause last time it messed up my service sk they said but I think they where using it as a ploy to gain commission on selling another phone line Also to is my understanding that I was grandfathered in I had 4g service since the start of xfinity mobile well if at all possable I would like to keep the 12 a month plan I don't need 5g 4g is just fine Also I don't want tok be billed all kinds of c*** then it be credited back tk my account balance as I don't pay much for mobile I never really use the credits an is just money taken out of my pocket that I can't put back if I don't use the credits wich I generally dont

  Customer Answer

  Date: 08/07/2024

  I just realized somthing that this package is on sale that I don't believe is typicly on a ************************************************ as my phone I currently have doesn't qualify for trade in specials

  In light of this new Information I would actualy be willing to accept the package if it can be turned around idk as I done rejected the package but I do like the current promotion not sure if the package can be redelivered or redone with the current promotion otherwise can wait an see if there are future promotions I qualify for

  If not that's fine also can just wait till my bill is fixed an package is returned just thought I'd update this piece of information didn't realize the promotion was ending so soon

  Business Response

  Date: 08/19/2024

  
  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*************************
  ************************************
  ******************
  
  Case Number:22102180
  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 16, 2024, I spoke with **************** regarding his Xfinity Mobile concern(s). Our records confirm that on August 6, 2024, **************** purchased a ******* Galaxy S23, split over 24 installments. Once an order is processed by our warehouse, it can no longer be canceled. The device was returned by ***** as undeliverable. On August 12, 2024, the device return was processed, and a refund was issued back to the card on file for the original payment made for the first installments and taxes of the device, minus a restocking fee. The restocking fee is valid and the request to have the fee waved has been denied due to the number of previous device returns. 
  
  On August 6, 2024, and August 14, 2024, one-time courtesy credits were applied to the account. The credits will appear on the next invoice to be generated on July 23, 2024. 
  
  Starting May 1, 2024, the cost of the 1 GB By the ******** plan increased to $20.00 per month and additional data will be charged at the rate of $20.00 per month. Additionally, since May of 2024, Xfinity Mobile offers only the one By the ******** plan. All Xfinity Mobile plans are 5g, when paired with a supported 5g device. 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 08/25/2024

  Yes there was a few returns first being last year I think wich I never requested was sent to me an my internet changed I think I forget I know I had received a package had no idea what it was for opened it to find out that one was sent to me for no reason by a support person I don't recall exactly but I believe my internet plan was increased as well without my knowledge

  As for the complaint yes it's been resolved as far as I can tell restocking fee for unopened package I still do not agree with but I guess

• Initial Complaint

  Date:08/06/2024

  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.

  My Agency, Alternatives ************************** **** was appointed ********************** for Xfinity account holder, *******************************. I had contacted Xfinity regarding getting access to ********** account and bringing the balance current. I was originally told I needed to go to an Xfinity service center. I explained that was not feasible and requested an alternative option. I was told no other option exists. I then asked to speak to a supervisor. I was then told that a supervisor is just going to tell me the same information. I asked again to speak with a supervisor. The same rep then came back and informed me they can send out a secure email that I can upload the court documents to along with an Account Change Request. I completed the documents and uploaded them to Xfinity on 7/31/2024. I was given the Case ID# *************. Today 8/6/24, I called in to check on the status of my request. Additionally, the client's ********** has been out of service since this date, Xfinity refuses to provide me with a copy of her bill so I can pay it, and also refuses to restore service until the bill is paid, but continues to refuse to provide a statement. When I called back in on 8/6/24, I was first told there were no pending requests. I then provided the case# and was told it said a rep will be reaching out to me. There was no timeline provided on when that would be. The representative was not at all helpful in resolving this issue. I then requested a supervisor and was told they will tell me the same thing. I again requested a supervisor and was placed on hold for over an hour and have yet to speak with a supervisor.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       OBO *******************************,*********************
              ****************************************
              *******************
  
                Case Number:                    22102172
              Date of Notice:             August 7, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************, an authorized user for ************************ account, regarding ********************** service.
  
  On July 31, 2024, **************, acting as conservator for *******************************, contacted our offices to initiate the process of adding Alternative **************** Services and himself as conservator to the account. However, the agent incorrectly informed ************** that he needed to visit the local Xfinity store to make the request. After requesting to speak with a supervisor, ************** was placed on hold. Upon resuming the call, the agent informed ************** that he could securely upload the required court documents and the Account Change Request form via email.
  
  On July 31, 2024, the agent created a ticket, which triggered the sending of an email to **************. Subsequently, on the same day, ************** uploaded the court documents and Account Change Request form. Based on the submitted court documents, the Account Change Request was completed on August 1, 2024, and the Conservatorship was added to the account, with ************** and Alternative **************** Services being added as authorized users. On August 1, 2024,the ticket was closed as completed.
  
  On August 7, 2024, I spoke with ************** and confirmed that he had been added to the account as an authorized user, along with Alternative **************** Services. I offered to assist ************** in making a payment on the account;however, he had already successfully made the payment before my contact. On the same day, I updated the billing address in the system so that the billing statements for ********************** account would be mailed directly to Alternative **************** Services ************** confirmed that there were no further matters requiring resolution.
  
  I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  Triston M
  Case Manager, Executive Corporate Escalations

  Customer Answer

  Date: 08/13/2024

  [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,
  
  ********************* Obo *******************************
  
  

• Initial Complaint

  Date:08/06/2024

  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.

  I am writing to formally lodge a complaint. On July 24, 2024, I visited an Xfinity store to address an issue with my current phone service. During my visit, I was offered a promotional new phone at no cost, (I have provided an email receipt attachment) which was intended to be activated via phone with an Xfinity representative upon its arrival. However, upon attempting to activate the new device, it was discovered that the promotion was only applicable to new line port-ins, which I did not qualify for. Despite being informed of my ineligibility for the promotion, I was shocked to learn that I would be billed $900 for the phone if I chose to keep it. I promptly returned to the store from which the phone was ordered, only to be informed that returns cannot be processed at that location. Subsequently, I requested a shipping label from Xfinity to facilitate the return of the phone. Unfortunately, I have been unable to receive the necessary return label due to an email system error, leaving me in a difficult position. After spending over an hour with your over-the-phone support on the line attempting to delete and replace my email and to add an alternate email, all attempts failed on your end to produce a shipping label. This situation has caused undue stress and financial uncertainty, as I am now faced with an unexpected $900 charge for a phone I was misled about and cannot return through the normal channels. It is clear that Xfinity has not met its obligation to resolve this issue efficiently. I believe that I should not be held financially responsible for the phone. I am respectfully requesting a waiver of cost/fees if Xfinity can not promptly provide a shipping label or alternative means to return the phone.

  Customer Answer

  Date: 08/13/2024

  I received a missed call on 8-7-24. From ****** of Xfinity, Who stated he would call back last week. He also left a callback number for Xfinity Mobile center of Excellence. But I have not received a callback and the number provided is the same automated queue, and they said they have no way of getting me back to ****** or the Mobile center of Excellence

  Business Response

  Date: 08/26/2024

  
  August 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*************************
  *****************************************>*****************
  
  File Number:22102115
  Date of Notice:August 7, 2024
  
  To the Better Business Bureau,
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  On July 22, 2024, ************************* purchased a ****** Pixel 8. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within 30 days. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  **************** did not satisfy the promotional requirements because she did not port a telephone number to Xfinity Mobile.
  
  On July 26, 2024, a return order was created for the ****** Pixel 8, and a ***** return label was sent to the email address on the Xfinity Mobile account. A new return label was sent on August 15, 2024, to an email address confirmed by ****************. As of August 17, 2024, the device has still not been returned. The tracking number for the return label shows the device has not yet been placed into transit. The device is no longer within the return period and is ineligible for return. **************** is responsible for the remaining balance of the device. 
  
  Upon receipt on this complaint, I contacted ************************* and explained the above information. 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: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.

  My service has only been partly working for the past 3 months. . I continually have day time outages. Technicians have been dispatched to my home at least 3 times and my equipment has been changed 3 times, I was told that I would receive an adjustment for one months service which is $131.62. I've been waiting for over 30 days ands still no resolution can you please help me?**************************

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
              *****************************************
              ************, ** 32246
  
  Case Number:                    22102058
                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.
  
  I made several attempts to contact Mr. *********************** via telephone and email,however, my attempts were unsuccessful. Our records reflect a service visit was completed on July 7, 2024, wherein the technician replaced a drop connector. Contact with **************** would be necessary to further investigate and resolve any ongoing service concerns. On August 6, 2024 a credit was applied towards the account as a billing adjustment. This credit will appear on the statement dated August 20, 2024. I apologize 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 

  Customer Answer

  Date: 08/13/2024

  I received an email form the company with a contact phone number. I've been trying to call them for over a week and I am not able to get thru. No resolution at this time. I need please 

  ************** ***********;

  **********

  Customer Answer

  Date: 08/14/2024

  Good Morning I would like to add further comments. I tried to contact the company *** several times and he never took my call it always went to voice mail. I left a message with another *** that answered at a different extension. I told them that my brother a Vietnam Vet had passed away and I was going to ****** for a funeral this was around the 9th. Since I've been back unable to speak with ***. I was promised a credit of $131.00 and only received a credit of $49.00?  This matter is still not resolved. I expect Comast to honor their word.

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

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

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
  *****************************************
  *********************
  
  Case Number:                      ******** - Rebuttal
                  Date of Notice:             August 14, 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. Although I was unable to reach ****************, a review was completed on the account. Our records indicate on July 7, 2024, wherein the technician replaced a drop connector. We confirmed the signal levels are within specifications.
  
  On August 6, 2024, a service credit was applied to the account. This credit appeared on the statement dated August 20, 2024. Additional credit is respectfully declined currently. To resolve this matter, contact with **************** is necessary. 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,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:08/06/2024

  Type:Order 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 the Xfinity CS number on 08/02 to inquire about the increase in my bill. I was told that my contract expired. The ***** said that he could offer me a $10.00 discount. I asked MULTIPLE times if this was a new contract and he said no. I told him that I did not want to get into another contract because I wanted to shop around and he assured me that this was not a contract. I asked for price info and he transferred me and that is when I learned not only was I in a new contract, but my plan completely changed without my knowledge. The second ***** was very helpful and assured me that her supervisor would call me within the hour. I never got that phone call. I was also told that the first *****'s supervisor would call me after listening to the recording at my request, and I never got that call. The first ***** was too busy inquiring about the type of smart watch that I wear as opposed to helping me with the problem at hand. I was appalled to see that everything that I had set up on my cable package was gone and I was completely lied to. Not to mention that I lost more than I am saving so this was of no value to me. I have been a customer of ********************** for a very long time and not only did the ***** lie to me multiple times, but management did not follow up to make things right. I made it very clear to the second ***** that if I knew that he was changing my plan and placing me on a new contract I would have never asked to speak to someone about lowering my bill. With the exception of the second ***** I can assure you that the first *****, the second *****'s supervisor and the first *****'s supervisor are not good representatives of your company, and if your goal is good customer service and honesty vs. scamming customers they have failed you. This situation reminds me of when ***** Fargo opened fraudulent accounts under unwitting customers names. It was that blatant and clearly the ***** does not give to darns about Xfinity because he flat out lied with no care.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ********
              ************************* Apartment A
              ******,CO 80013
  
                  Case Number:                      22101950
              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 Ms. ******** via telephone and email. Although I was unable to reach Ms. ********* a review was completed on the account. Our records indicate on August 2, 2024, Ms. ********* account was downgraded from the Premier Triple package at retail rates. This grandfathered package is no longer available for new subscription. Our records indicate that Ms. ******** is currently subscribed to a 12-month promotional rate for *************************** and Xfinity Voice Premier, xFi ******** services, which were accepted via text and applied to the account effective August 2, 2024, through August ******. At the conclusion of the promotion, standard retail rates will apply.
  
  The promotion includes a 12-month term agreement which is valid from August 2, 2024, and valid until August 2, 2025. The term agreement subjects the customer to an early termination fee if account is fully disconnected prior to the end of the term agreement period. In addition, due to Ms. ********* account being enrolled in automatic payments and paperless billing, the account receives a monthly Automatic Payment and Paperless Billing discount, which was effective August 2, 2024, and valid while enrolled.
  An Early Termination Fee apply if Ms. ******** disconnect her Xfinity TV, Internet,Voice, and during the term of the contract. The Early Termination Fee will NOT apply if you cancel within 30 days of installation, and it will decrease every month.
  
  Ms.******** is eligible to amend her current package, but direct contact is necessary to facilitate any change of service. 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,
  
  
  ****** *.
  Executive Customer Relations

  Customer Answer

  Date: 08/28/2024

  [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: 22101950
  
  I am rejecting this response because the response  is not true. ****** called my home number one time on 08/07 at 2:12 PM and my mother gave her my cell phone number and told her to call my cell phone because I was at work and she never called me. On 08/14 ****** sent me an email stating that she could not reach me and she left me her email and direct line. I emailed her and called her on multiple occasions and she never returned either despite the fact that each time I left her my cell phone number, which is also attached to this complaint. I also have proof in my cell phone records and email records. I suspect that ****** does not want to reach me and that is why she has made this so difficult by calling the wrong number and not responding to any of my calls or emails. The issue is that the Comcast *** lied and told me that I was not going into a new contract after I asked him multiple times. I am not a Comcast employee and I do not know Comcasts policies so I rely on the expertise of their employees; however, it does not work if their employees are lying to the customers. The call was recorded and I was told that someone would listen to the call, which would clearly show that I was bamboozled by someone that was more interested in selling me a smart watch than helping me resolve my problem. I would appreciate an ACTUAL phone call from someone from Comcast so that we can get this resolved. Again, my phone number is ************.
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

• 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.

  On May 21st. I contacted xFinity due to the discontinuation of The Affordable Connectivity Program (***). The lady told me that they can offer me service at $9.95 per month plus taxes for a 50 Mbps plan. I wasnt happy about the slower speed versus The *** which was 100 Mbps. I do get glitches on occasion but this is all I can afford as I am a 65 year old Disabled Man in Subsidized Housing. She then asked if I had a Cell Phone and I have one that was bought for me by my daughter at Apple. She said great, I can offer you free service for a year since I own it. Well, Nothings FREE !! On June 21st. & July 21st. I have spent HOURS BEING SWITCHED ALL OVER TO GET THE BILL RIGHT AT APPROX. $12.00 TOTAL PER MONTH. I have been charged over and over way more than the $12.00 per month. Las Month I was on the phone for OVER THREE HOURS.

  Business Response

  Date: 08/26/2024

  August 26, 2024
  
  
  Better Business Bureau
  ****************************************************************
  **********************
  
  Re:   *******************************
           **********************************************************************************
           *********, ** 60560
  
           Case Number:   22100932
           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 *******************************.
  
  On May 20, 2024, ******************** purchased service for a customer-owned iPhone 15 Pro Max. At that time, Xfinity Mobile offered a promotion through which eligible customers could receive a monthly credit equal to the value of the Xfinity Mobile Unlimited Plan for 12 months, provided they satisfied certain requirements. To qualify, customers were required to activate a new line of service with Xfinity Mobile within a specified time frame of an Internet Essentials Plus order. 
  
  ******************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  Credits were applied to the account on July 20, 2024, and on August 9, 2024 to offset the line set up fee, late fees, and taxes. At this time, the account has a zero balance, and the promotion is applying correctly.
  
  Regarding the internet service concern, a review of the signal levels at the residence confirmed that all levels are within the appropriate specifications, and there was no record found of ******************** reporting service issues and requesting for a service visit to have the matter investigated. To resolve any concerns that ******************** may have regarding his internet service, direct contact with him is necessary.
  
  Upon receipt of this complaint, I attempted to contact ******************** multiple times via telephone and email, but my attempts were unsuccessful. I apologize for any frustration and inconvenience that may have been experienced in the matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions 
  
  

• 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 comcast as my internet and cable provider. I have had so many issues with this company I have no one date to put. I have internet issues constantly. They first sent out a tech who I was told should ***lace my modem and did nothing but tell me I use the internet incorrectly. This was in March of this year I believe. ******* another tech came out around May after many more complaints who did ***lace the modem. Then I was charged for two modems for months even though the tech himself took the old one and I only had one modem in the house. The customer service **** are rude and do not do their job correctly. At one point in May was told I had an appointment for a Sunday between a certain time. No *** showed up though I was home When I reached out to customer service I was laughed at and told I did not have an appointment but they would set one for me. My bill keeps going up, sometimes with charges I do not know about. The **** themselves are terrible. Why does this company seem to have a monopoly on the cable industry in my area? I have never been treated so rudely by a company and been so frustrated by what they do.

  Business Response

  Date: 08/20/2024

  
  August 20, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*************************
  ****************************************************************************
  
  Case Number:22101534
  Date of Notice:August 6, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and e-mail. Although I was unable to reach ****************, a review was completed on the account. Our records indicate she is currently subscribed to a 24-month promotion for the Select Plus More Triple Play, which includes: Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), Digital Preferred Tier, HD, ************ Extreme Pro Internet, and Unlimited Voice. Additional services and equipment are not included in the package price. This package was effective November 8, 2022, and will expire on November 21, 2024. Effective November 22, 2024, retail rates will apply. As **************** is currently in an active promotion, another promotion cannot be applied.
  
  The first contact **************** made was on April 20, 2024, regarding a modem upgrade. The order was submitted as a self-installation kit and a modem was shipped to **************** per the April 20, 2024 notations. On April 21, 2024, **************** was informed that the original order was for the self-installation kit and not a technician visit. An appointment was scheduled for April 22, 2024 for a technician to arrive and assist with the modem replacement.
  
  A technician recovered the modem in question on April 22, 2024 and replaced it with a new modem. On August 14, 2024, the modem in question was removed from the account and credits covering four months worth of additional modem rental charges were applied. These credits appeared on the August 15, 2024, billing statement. Previous credits were applied on April 21, 2024 for the service issues and on April 23, 2024 for the technician appointment on April 22, 2024. These credits appeared on the May 15, 2024 billing statement. To resolve any remaining concerns, contact with **************** is necessary. I apologize 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 Response Team
  

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  XFINITY MOBILE To preface this complaint, I have also filed a complaint with the *** regarding this issue. This all started as a simple device return and exchange. I ordered a new phone, but after using it for 24 hours I decided it wasn't right for me. I reviewed my return options where I was advised on their website to visit an Xfinity store. I did so, but was told by the representatives that due to a promotion they would not be able to assist me and referred me to Xfinity mobile support. Long story short I spoke to about 11 different support agents over the course of a month, in the end I had two extra lines added to my account, an additional phone and my trade-in device was also effectively stolen from me. This is where I filed my complaint with the ***. A couple of weeks after submitting my complaint, I received an email from Xfinity's "executive" care team. I attempted to both email and call the number they provided to reach out to a "************" but I never received any response back. Fast forward a couple more weeks and to my surprise I receive another email from *** with a response from Xfinity/************** In this response they claim that they have been trying to contact me unsuccessfully, which would be a blatant lie. They also go on to say that they offered me a "courtesy" credit in the amount of $260~ for my trade in device. This was not the agreed on trade-in value for this phone, as I had taken advantage of a promotion that would apply $800 in device credits over 24 months. The fact that they used the word "courtesy" to describe what they have done/been doing to me is disgusting. I did supply the *** with this additional information but it is very concerning that it is so difficult to reach anyone with this company and the person that they designated to communicate with me has been avoiding contact with me and even went as far as lying about his communication with me to the ***.

  Business Response

  Date: 08/26/2024

  
  August 26, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *************************
              *******************
              ***************, ********
  
              Case Number:                          22101158
              Date of Notice:                         August 7, 2024
  
  To the Commission:
  
  This letter is in response to the above-referenced complaint submitted to your office by *************************.
  
  On May 20, 2024, ************************* purchased a ****** Pixel 8 Pro. On May 29, 2024, ****************** contacted customer care requesting to exchange the ****** Pixel 8 for another device.Agents attempted to process the exchange; however, they encountered an error and could not complete it.
  
  On May 29, 2024, ****************** purchased an iPhone 15 Pro Max. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements.To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled,voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****************** satisfied the promotional requirements, but the promotion did not reflect on the account. On August 13, 2024, I applied the promotion to the account and applied credits to account for the prior months of the promotion.
  
  On June 15, 2024, ****************** contacted customer care to return the ****** Pixel 8. On July 8, 2024, the return order was canceled because the ****** Pixel 8 had not been returned. On August 13, 2024, I emailed ****************** another ***** return label. I advised ****************** that, once the device is returned and received at Xfinity Mobile's warehouse, I will clear the remaining balance for the device.
  
  I am providing a copy of this letter, which includes my contact information, to ****************** should there be additional questions or concerns.
  
  Sincerely,
  
  
  Zamir G
  Xfinity Mobile Executive Resolutions
  ********************************
  
  cc:        *************************

• 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.

  Long story short, I was told I was exceeding the data usage. I then went to a close by xfinity store to mot only aquire unlimited data, also to get faster speed. I was then told that I did the transaction too late and will be billed for going over the data cap. I am being charged for going over the data cap, the faster speed, and the unlimited data all at the same time. I feel like I should not be charge for going over the cap and for unlimited in the same month. It is either I have unlimited for the month or I do not. I feel as though I'm being double charged. I was also told by staff that my bill would be adjusted and they would reach out but nothing ever happened.

  Business Response

  Date: 08/26/2024

  
  August 26, 2024
  
  
  Attn:Complaint Department
  Better Business Bureau
  *************************************************
  *********************
  
  Re:       ******* *****
  ****************
  *******,********
  
  Case Number:               22101155
  Date of Notice:                                 August 7, 2024
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ********** **************** 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in Mr. ****** area. Effective July ******, Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 427 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1]  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. ******** exceeded his 1.2 TB usage threshold in December 2023 and received courtesy month credit for this overage. Mr. ***** again exceeded his 1.2 TB usage threshold in May and June 2024, for which he incurred overage charges. On July 25, 2024, Mr. ***** signed up for the unlimited data plan and has not incurred (and will not incur) any data overage charges for his data usage from July 2024 forward.
  
  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,[2]Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement. In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract. Comcast has confirmed that a service order confirmation email, which contained information about the data usage policy,was sent to ******* ***** on June 4, 2024.
  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to ******* ***** when ******* ***** was approaching, had reached, and exceeded their 1.2 TB threshold.
  
  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1%over the course of a month. NetForecast, an independent auditor of the accuracy of ******** usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter. The most recent NetForecast report can be viewed at ******************************************.
  
  As NetForecast has noted, there are many sources of unexpected consumption that may contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates:  Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household. This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates may be significant.
  
  File sharing applications:  Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic. P2P sharing applications may operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services:  Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic may be caused by security compromises affecting a users PC, mobile device, or wireless gateway. Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors. These attacks may result in significant data use. As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose. ******************** merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses.
  
  Mr. ***** subscribes to Fast Internet at a promotional monthly rate.[9]
  On June 7, 2024, a data overage charge was incurred for May 2024, which reflected on his June 28, 2024, billing statement. On July 7, 2024, a data overage charge was incurred for June 2024, which reflected on his July 28, 2024, billing statement. Additionally, on July 25, 2024, the unlimited data plan was added to the account at a standard rate per month, which also reflected on his July ******* billing statement.
  
  A Comcast ***************** Assurance technician made several attempts to contact Mr. ***** to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician verified that Mr. ****** modem is properly assigned and provisioned for his account and that the data usage recorded for the *** address associated with Mr. ****** modem is correct. The technician left a message with his direct contact information should Mr. ***** have further questions regarding this matter.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  [1] *********************************************************************. For courtesy months, any overage charges are credited on the customers billing statement. 
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6]*********************************************************************
  [7] These tools are available at *******************************************************************************.
  [8]****************************************************************************************************
  [9] This promotional monthly rate does not include additional equipment charges, service charges, or applicable taxes and fees.  Additionally, this monthly rate includes a monthly discount for Mr. ****** voluntary enrollment in Comcasts paperless billing option.

  Customer Answer

  Date: 08/28/2024

  [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: 22101155
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* *******