Business Profile

Internet Providers

Comcast Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

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

27,460 total complaints in the last 3 years.
8,924 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:08/06/2024
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.
On or about August 1st my account became past due for $95.00. I have yet to receive a paper bill showing a past due balance nor anything via the Mail regarding a past due balance. I've received an email saying if I didn't pay $95.00 by the 13th my service would be suspended, another email saying if I didnt pay $95.00 by the 11th my service would be suspended. Finally between August 5th and August 6th I've received 4 emails, 3 text messages, and 1 phone call regarding my past due balance. Please be aware that ********** is facing catastrophic flooding due to TS *****, a tornado touched down last night within a mile of my home, and they're expecting consistent rain between today and Friday. Honestly I have better things to worry about than a $95.00 balance on my cable bill. Additionally I do not need to receive 4 emails, 3 text messages, and 1 phone call regarding it. To me this constitutes harassment!!!!
Business Response
Date: 08/22/2024

August 22, 2024

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

Re:      Case Number:                      22100973
                Date of Notice:             August 7, 2024

            *********************
            ***********************************************************************************************
            **********, SC 29407

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, I spoke with **************** regarding his billing concern. I explained the account became past due when the new bill was generated on July 28, 2024, which included a past due amount. I explained to **************** the bill should have been received around August 5, 2024. I explained that once the account is 31 days past due,the system generates a courtesy alert reminder for the balance due. I confirmed with **************** the account was signed up to received paper statements.

Per process and policy for past due email reminders in order to notify customers to pay their balance, we notify them by email if they're going to go past due. An email is sent to the customer the day before a late fee is applied to their account. We send a second email five days after we apply for the late fee.

On July 30, 2024, our records indicate a soft disconnect notification was sent which was the first notice for the payment past due. Records show on August 2, 2024, a late pay email was sent to **************** giving a remainder for the overdue billing. I explained to **************** he has online access to access his Xfinity account online to view the billing statement. I offered to email the billing statement which he declined. The account is signed up properly to receive paper statements. **************** would have to check with the postal service regarding any further delayed billing if not received going forward.

I explained payment was currently pending on August 7, 2024, which has been posted to the account. On August 7, 2024, a credit was applied to the account for the late fee billed on July 28, 2024, due to the lack of payment received on time. The credit will be reflected on the billing statement dated August 28, 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: 08/22/2024
[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. HOWEVER the resolution does not address my concerns about excessive text messages (4), emails (2), and phone calls in ONE day.

Regards,

*********************
Initial Complaint
Date:08/06/2024
Type:Sales and Advertising 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.
We canceled our Xfinity comcast internet service and kept getting bills saying we had modem and router to return. We had purchased our own and never once rented their equipment. After multiple hours on the phone they agreed we never received equipment and said our bill would be corrected. Then they started sending bills for a cable box. We never even had cable service ever. Multiple phone calls and attempts with customer service agents not even speaking English well and we have given up. We will not pay for something we never received and now had a call from collections
Business Response
Date: 08/23/2024
August 23, 2024

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

Re:       Kouji ******
*********************************
*********************

                Case Number:                      22100394
            Date of Notice:             August 7, 2024

Dear Sir/*****:

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

Our records indicate that on August 3, 2020, **************** provided consent via text message for the Extreme Internet at a promotional rate, which included a contract discount from August 4, 2020,through August 4, 2021, Xfinity Flex monthly rate at no charge, and TV box at no charge monthly rate. The record reflects the video equipment that has been on the account since August 4, 2020.

There is no record of a payment posted to the Xfinity account from May 10, 2024. The payment posted on May 10, 2024, which was returned on May 17, 2024, and a returned payment was applied. A payment was made on May 22, 2024, which was returned on June 5, 2024, and a returned payment was applied.

On May 28, 2024, **************** called for disconnection alleging a May 10, 2024, disconnect request which the agent submitted a bill stop date of May 10, 2024, which was completed on May 28, 2024. We have no record or call findings, reflecting that a request for disconnection was asked for on May 10, 2024.

The May 28, 2024, billing statement indicated the partial charge adjustment for services removed from May 10, 2024, through June 02, 2024, for Gigabit. Additional usage Internet: Additional Usage from April 1, 2024, through April 30, 2024. Other charges Returned Payment Fee applied May 17, 2024. The previous balance. Balance forward. Partial charges adjustment.One-time charges. Taxes, fees and other charges. New charges adjustment. The bill reflected the new credit balance.

The account was billed for an unreturned video equipment charge on June 28, 2024, for Xfinity flex streaming equipment. On August 7, 2024, **************** responded via email preference. On August 8, 2024, I responded via email to ****************. The account had a refund balance due until the payments were returned to the account and the unreturned equipment charge.

**************** will need to return the flex streaming equipment and the fee will be waived from the account. **************** can return it at the nearest *************************** or local Xfinity store. The June *******, billing statement indicated one-time charges. For the returned payment Fee of June 05, 2024, and Unreturned Equipment of June 28, 2024, billed.Previous balance credit adjustment. Echeck/eft Return. The past due balance.One-time charges. Taxes, fees, and other charges. New charges.

**************** is responsible for the billing statement dated May 1, 2024, from May 2, 2024, through May 9, 2024, plus the overage data charges during the billing cycle on April 7, 2024, May 7, 2024, and both returned payment fees. The payment made on May 10, 2024, was a valid payment.However, **************** disputed both payments versus allowing a refund to be issued. The last payment before both payments was on April 23, 2024, which covered cycle dates from April 3, 2024, through May 2, 2024.

On August 12, 2024, I responded to **************** email response. Regarding the equipment, the consent confirms the streaming equipment was sent. However, on August 12, 2024, the equipment was removed from the account and the automatically adjusted for the equipment fee on August *******.

On August 12, 2024, **************** responded via email accepting the one-time fee waiver. On August 12, 2024, I responded to ******************* email response. On August 12, 2024, a credit was applied to the account as a one-time courtesy for one returned payment fee billed on June ******. The credit will be reflected on the billing statement dated August *******. **************** can make the payment online or through the automatic payment system. 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: 08/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I do feel the business practice is deceptive and this has taken many hours of my life to resolve but am happy to have this account closed and not deal with them again ever. Thank you for your assistance.

Regards,

******************
Initial Complaint
Date:08/06/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believe Comcast intentionally makes it challenging to reach any kind of customer service to get support on their products/services.Comcast/Xfinity provides NO way to contact them via the internet. As an INTERNET PROVIDER, it is shocking they do not have a live chat or email support of any kind. The "Xfinity Assistant" will NOT route you to a live agent, no matter what options you ask for. The only way you can contact this business is by phone, which again, does not make sense for an internet provider.Furthermore, it is very difficult to even FIND the phone number for their customer service, and even harder to get ahold of someone once you call. I do not think this is a just or fair business practice; you have to be accessible to your customers, and I believe they are purposefully inaccessible to customers to deter them from complaining or canceling service.Lastly, they do not let you reset your password to access your email account without being on the account specific wifi. My email account should be separate, and I don't understand how that has any bearing on me being able to log into the account. Once more, it is incredibly inaccessible to get help/make changes with their service.
Business Response
Date: 08/14/2024
August 14, 2024

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

Re:*************************;
******************************;
*****************

Case Number:22099726
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 ********************, an authorized user on the account, regarding ********************** service.

I made several attempts to contact Ms. ********* via telephone and email. Although I was unable to reach Ms. *********, we are providing the following information to assist Ms. ********* when contacting Comcast in the future. A customer service representative may be reached by either calling 1-800-XFINITY or 1-800-COMCAST or by using the online assistant to engage a live online chat agent. Customers can reset a password by visiting: Xfinity.com/password. If you find yourself in a password reset loop (continual requests to update, even after youve entered new login information), clear cache and cookies on the browser you are using to resolve the issue. I apologize for any inconvenience experienced 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: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.
Cancelled all services 5/14/24. Returned equipment to retail store ****************** 5/14/24. Was told refund due to me was $34.00 for partial prorated month of May.On May 21 received account statement saying credit on account for $16.81. Check was to be issued and sent June 2 or before next billing cycle.Telecon with **** at ************ refund amount was $26.06 with check to be mailed within 15 days. Case #ECM0008046521.June 21 statement received now showing amount owed Xfinity $63.45 due to account cancelation fee charge of $100 which was never mentioned in prior conversation. I was not given any agreed acknowledgement of this cancelation fee up to this point. Subsequently have received 2 emails of notices of past due amounts and threats of turning over matter to collection agency. On Monday 8/5 received text from Xfinity that account collection due was given to Eastern Account System of *************** for payment and that I'd hear from them shortly. I tried calling Xfinity again to no avail as well as phoning collection agency to explain mistake and that not only do I NOT owe money to Xfinity but they owe me a refund for billing amounts after account was CLOSED.
Business Response
Date: 08/09/2024

August 9, 2024

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

Re:***********************;
125 Landseer Way
****************************

Case Number:22099106
Date of Notice:August 6, 2024

Dear Sir/*****:

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

On August 6, 2024, I spoke with ****************** regarding an early termination fee concern. Upon review of the account, the decision was made to waive the early termination fees associated with the cancellation of the account. As a courtesy, a credit was applied to the account on August 6, 2024, and will appear on the billing statement dated August 21, 2024. On August 7, 2024, the collections agency was notified of the updated balance and a paid in full clearance letter will be mailed within 30 days.

Within 7 days from August 6, 2024, ****************** should receive an email from ******************************************** to select the refund method. If there is no email address on file or the customer does not act on the notification within 15 calendar days, a physical prepaid card will be mailed in 7 to 15 business days. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

************
Executive Customer Relations
Initial Complaint
Date:08/06/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** from Comcast collection department told me if I paid $59 they will wipe my past due bill clean and I will just pay the monthly charges and she would turn the internet on. I paid and she turned my internet on but now. Comcast wants all the past due. I explained what the real told me and Comcast turned my service back off. I sent corporate a message to have a manager not supervisor all me and no one called me but billing. I asked that they listen to the phone call and no one called me back. If you tell a customer the bill will be eaten by ******************** who makes billions per year. They should have to keep their promise. Have a corporate manager call me to clear this up and listen to the call please and thank you
Business Response
Date: 08/16/2024
August 16, 2024

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

Re:*********************************
, ** 60419

Case Number:22099107
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.

Our records indicate that on June 27, 2024, a bill was created for a balance owed for services billed from July 1, 2024 to July 30, 2024, as well as a past due balance. No payment was received, and on July 12, 2024, service was interrupted for non-pay. On July 26, 2024, a payment was made to the account and reflected on bill dated July 27, 2024. On July 27, 2024, the service was restored.

On July 27, 2024, a bill generated with a balance owed for services billed July 31, 2024 to August 30, 2024, as well as a past due balance from the prior bill. No payment was received, and on July 28, 2024, service was interrupted for non-pay. We have no record of a credit being offered to ******************. A payment or payment arrangement is needed to restore service.

On August 12, 2024, I corresponded with ****************** via email and offered a payment arrangement; however, ****************** declined. On August 16, 2024, I explained via email that the billing is correct and there is no justification for credit; therefore, the credit request is respectfully denied. A payment or payment arrangement is needed to restore service. 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,

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

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: 22099107

I am rejecting this response because:
See attached.

Regards,

*********************************
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 received a email at 4:19 am 8/06/2024 that the company received my service cancelation request. I did not request my service to be cancelled. I requested to have the company give me a call, I received the call at 8:15am 8/06/24 and confirmed that it was a cancelation of my services in there system that me or my daughter requested, I then ask if they could verify what number the request came from, because before the representative would assist me(the account owner) I had to give them a 4 digit code sent to my phone, they could not give me that information. I was transferred to several *****s that only gave me the run around, one ***** even went as far as to say it was not sent from the company, clearly not true because the first ***** saw it in there system. I am very concerned that there system was breached and my personal information was stolen because no one could explain to me how the cancelation process and what phone number the verified code was sent to. xfinity act like it no problem that someone was able to cancel my services without no explanation to me as to how that happened
Business Response
Date: 08/23/2024

August 23, 2024

Better Business Bureau
**************************************************************************************************
*********************

Re: *****************
**********************
************, ** 19142

File Number: 22099062
Date of Notice: August 6,2024

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

On August 9, August 12, and August 13, 2024, a ***************** Assurance technician made several unsuccessful contact attempts to ********** to discuss her concerns.
On August 6, 2024, ******** services were pending a disconnect request. On August 6, 2024, ********** spoke with a representative who promptly cancelled the pending disconnect order, as requested. On August 6, 2024, a representative spoke with ********** and confirmed that there is no longer a request to disconnect service. The representative apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I am providing a copy of this letter to ********** so that she can contact me with any additional questions or concerns she may have regarding this matter.
Sincerely,

**********
***************** Assurance
********************************
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 contact Comcast regarding my promotion that expirers on August 26, 2024 for my cable and internet. I switch over to streaming since the prices will be must cheaper that cable. I did this on Friday August ******. I spoke to your representative and those told me they will be sending out the equipment and a tech to connect everything up. Well yesterday my cable was turned off since I switich to streaming. I contact your company and I was told that once you switch they turned off the current device. Why would you do that when I don't have any means to view my TV. I have a senior in the house who wanted to watch TV. Well they couldn't watch it. Comcast representative didn't me that when I switched over. I had to called yesterday and yell. THIS INFORMATION SHOULD HAVE BEEN EXPLAINED TO ME. I want to be reimbursed with a check, NOT A **** CREDIT ON MY BILL. I WANT MY SERVICES BACK ON TODAY AND A TECH OUT THERE TO DO IT. I DON'T GET PAID TO DO COMCAST JOB. Also, you need to change that stupid automate system so you can TALK TO A LIVE PERSON. Not all they texting and sending a link. Most senior don't do no text. You all need to do better and RESOLVED MY ISSUE!!!!!
Business Response
Date: 08/14/2024
August 14, 2024

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

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

,MI 48204

Case Number:                      22099038
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.

On August 10, 2024, I spoke with ************** regarding her concerns. Our records indicate on August 2, 2024,************** downgraded her service, removing the Xfinity TV package for the ************ ************** consented to being shipped a Xumo streaming box and adding NOW TV for Internet customers. The Xumo streaming box was delivered to the residence on August 7, 2024, for ************** to complete a self-installation.The change of service was completed on August 6, 2024, at which time the Xfinity TV package was removed from the account.

Customer can choose to stream content online using their Xfinity Internet and enrollment in 3rd party services or NOW TV. To view streamed content, Internet-only customers need an ******************** connected ******** or an additional device connected to the internet, like the Xumo Box. Customers who are no longer subscribed to a linear cable package will no longer be able to view that content using a Xfinity TV Box.

On August 9, 2024, a service-visit was completed during which time the technician provided ************** with customer education on the services discussed above.

On August 9, 2024, ************** consented to adding ********* at the retail rate. On August 9, 2024, ************** was enrolled into a 24-month agreement for the *********** and Superfast Internet,at a promotional rate. The contractual agreement is effective August 9, 2024,to August 9, 2026. The offer includes a two-product discount and a contractual promotion effective August 9, 2024, through August 25, 2026, at which time regular rates will apply. The package does not include additional services,equipment or applicable taxes and fees which are subject to change.

Additional services, include a X1 TV Box, and a 24-month promotional offer for the xFi Complete, which includes Internet Equipment and *************** effective August 9, 2024,through August 25, 2026, at which time regular rates will apply. As the billing on the account is accurate, the request for compensation is not warranted and is respectfully declined.

An optional self-service discount is available should ************** enroll into both Automatic Payments and Paperless Billing. The amount of the discount is determined by the linked payment method,either a bank account, or a credit card, which receives a lesser discount. The self-service discount will be applied within 45 days of meeting the requirements. 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,

************
Executive Customer Relations
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 was scammed by Xfinity Mobile to purchase an **** to lower my internet bill. After looking online and seeing that others have been scammed I tried to cancel this order. They told me it was past 30 minutes and I couldn't cancel. I received the **** a couple days later and contacted them and was able to send it back and get a refund. In July I was charged $26.21 for monthly service for an **** I had sent back unused. I attempted to contact them via chat and they told me they refunded my account. As of today, August 6, 2024, I have not been refunded. This is an ongoing scam with Xfinity Mobile and they need to be held accountable!!
Business Response
Date: 08/23/2024

August 22, 2024

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

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

Case Number:22098925
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 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. Our records confirm that on May 25, 2024, that ****************** purchased an Apple iPad 10th Generation, in 24-monthly installments on the ************** plan. The iPad was delivered on May 31, 2024, and activated on June 4, 2024.

Our records confirm that a terminal return was initiated for the iPad on June 5, 2024. ****************** was provided with a ***** return label via email to ship the iPad back to Xfinity Mobile. The iPad was returned to Xfinity Mobile on June 10, 2024, and was processed as a successful return. The iPad was disconnected on the Xfinity Mobile account on June 12, 2024.

As a courtesy, a refund was initiated on June 12, 2024, for the initial down payment for the iPad. On June 12, 2024, a credit was applied to offset the refund. The total balance of the iPad was credited on July 12, 2024. ****************** was charged on July 24, 2024, for the line set up fee and taxes. As a courtesy, a refund was initiated on August 16, 2024, and a credit was applied to offset the refund. These credits were applied to the invoice dated July 4, 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: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.
Billing isnt correct still and two lines need to be disconnected . They keep saying I have 4 watched and I returned the the watches
Business Response
Date: 08/19/2024
August 19, 2024

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

Re:       ***************************
            **************************************************************
            *********, TX 77469

Case Number:                      22098895
            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.

On August 7, 2024, I spoke with *************** regarding her concerns. On August 6, 2024, the iPhone 15, IMEI ending 4715, phone number ending 8086, iPhone 15 Plus, IMEI ending 0992, phone number ending 2472, and the bring your own device (BYOD) Apple watch SE, IMEI ending 6089 were disconnected for the billing cycle ending August 8, 2024.

On August 7, 2024, I advised the account was disconnected after the 14-day return timeframe. I advised **************** she will be responsible for the devices remaining device payment plan.

On June 23, 2024, the Apple watch, IMEI ending 4611, was disconnected while attempting to activate the device. Additionally, on June 23, 2024, the device was set up as a bring your own device (BYOD) line. Due to the de-activation, it voided the Xfinity Reward promotion.

On August 7, 2024, as a courtesy, a credit was applied to the account equivalent to the billing cycle ending August 8, 2024. On August 5, 2024, as a billing correction, a minimum trade in credit was applied to the billing cycle ending August 8, 2024. I apologized for any inconvenience experienced while attempting to resolve this matter.

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

Sincerely,

********************
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:08/06/2024
Type:Delivery 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.
Order phone Galaxy S 24 on August 31 total amount for phone ****** with installments payment each month which I can return the phone within 14 days receive phone on August 2 called xfinity on August 3,4 and the 5th to replace the phone with a different phone but they wont give me a return label try to take the phone to a local store but they cant take the phone because a return label was created but I havent received any return label yet through email. Can you Please Help I think they are trying to go past the 14 day return policy
Business Response
Date: 08/15/2024

August 15, 2024

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

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

, FL 32308

Case Number:22093492
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 *********************.

I spoke with ************ on August 8, 2024, regarding the Xfinity Mobile concerns. Xfinity Mobile received an order via self-service through the Xfinity Mobile website on July 31, 2024, for a new ******* Galaxy S24 as a new device on the existing line of service with telephone number ending 5893.

On August 3, 2024, Xfinity Mobile was contacted by ************ requesting a return of the device, however a system error prevented the return order from being placed and agents escalated the issue to the proper teams for resolution. On August 9, 2024, the error was corrected, a return order issued, and a return label emailed to the preferred email address on the Xfinity mobile account.

I apologized for any inconvenience that may have been 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
************** Extension 3052800

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Important information

Complaints

Find a Location

Comcast Corporation

Comcast Corporation

Comcast Cable

Comcast, Inc.

Comcast, Inc.

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Comcast Corporation is NOT a BBB Accredited Business.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Comcast Corporation is NOT a BBB Accredited Business.