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Comcast Corporation

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

27,469 total complaints in the last 3 years.
8,931 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: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.
They never called me trying to figure out why when they put my account back to my previus plan when he **** was supose to been changed i was chargerd a month in advance again then i kept having to call in about my subscription not working and the matter never was addressed i complainded bout the situayion and my bill last month and also in june need to credited
Business Response
Date: 08/14/2024

August 14, 2024

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

Re:
                Case Number:                      22098735
            Date of Notice:             August 6, 2024

            Shakeaara *********
            *******************
            **********, MD 21227

Dear Sir/Madam:

This ****** 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 a billing concern. Comcast records indicate the June 1, 2024,billing statement reflected an amount owed which included past due balances as well as current charges. A one-time credit was applied to the account on June 6, 2024. I confirmed that I completed a review of her account and confirmed an additional credit was applied to her account on June 13, 2024 and was reflected on the July 1, 2024, billing statement. In addition, I confirmed that on June *******, Ms. ********** account was placed back into the Super Plus More package as requested as a courtesy.

********************** is currently subscribed to the Super+ More package, which includes Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), Digital Preferred Tier, MGM+, Max, Paramount+ w/Showtime, TMC, More Sports & Entertainment,HD, Premium DVR, Gigabit+ Internet, Unlimited Voice & ******************* services at regular retail rates and is subject to change. Equipment, taxes and fees are not included in the package price.

Our records indicate a payment was applied to the account on June 8, 2024. The July 1, 2024, billing statement reflects a remaining amount owed on the account and an additional payment was applied to the account on July 6, 2024, resulting in a remaining balance due that included past due balances from previous months. The August 1, 2024, billing statement reflects an amount due on or before August 24, 2024. I confirmed that a payment was pending at the time and will be applied to her account resulting in an amount remaining amount owed, of which a portion is past due. I indicated that service will be suspended on August 24, 2024, if a minimum payment is not received. I confirmed that the billing is correct,accurate and valid and past due balances are for services already rendered. As a result, an additional credit is respectfully denied as it is not justified.

Please be advised the billing on this account was accurate at that time. 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
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.
************* had a minor storm. Less than an inch of rain light wind. The FL Public Utility regulated *********** had no issues. The non regulated **************** Cooperative lost power, then Comcast list service. Despite the cooperative restoring power Comcast has failed to restore service to ***************** provide an estimated time of service. This is negligent & unacceptable.
Business Response
Date: 08/12/2024
August 12, 2024

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

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

              Case Number:                    22098658
            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.

Ms. ********************* area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers.The node servicing ****************** was without electricity until August 6, 2024,when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on August 6, 2024. On August 8, 2024, I spoke with ****************** and confirmed services were restored.

On August 8, 2024, I applied a credit for the loss of service. This credit will reflect on the August 20,2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

******************
Executive Customer Relations
Customer Answer
Date: 08/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:08/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint pertains to Xfinity Mobile - it is regarding a defective Moto 5G Stylus Cell Phone. Despite attempting resolution through Xfinity Mobile this matter is unresolved. Xfinity Mobile's requesting the remaining device balance - a total amount of $282.01 - despite receiving a defective cell phone. Phone has hardware failures to the proximity, wifi and bluetooth sensors. There was poor call quality where callers could not hear me. A reset of the phone did not resolve failures. Xfinity Mobile recommended warranty ***air. I've had electronic devices lost in the mail before, being sent in on warranty ***air; to err on the side of caution I requested they cancel the warranty ***air due to concerns of identity theft as I've had my information obtained from electronic devices in the past. Neither Xfinity Mobile nor ******** or their shipping carrier ***** insure or guarantee refund or ***lacement if the device is lost. There is no way to have the phone serviced locally by ********. I did recontact Xfinity Mobile to request the account balance for the device be waived as the phone was said to be a free phone yet Xfinity Mobile has been charging $14.58 per month for device payments. I had no knowledge of the monthly device payments due to not being able to view my own bills. Anytime I logged in, I could not see my account information. Anytime I called the system recognized my account as having a different address, starting with # ****. Anytime I entered my *** to verify account, it did not recognize my SSN or account leaving no opportunity to discuss my account with customer service for months up until recent account disconnection. I had to contact Legal Response for copies of my bills due to not having access to them. I've attached (1.) order confo from 8/1/23, (2.) chat convo with Comcast where the *** stated the phone was to be free, (3.) proof of hardware sensor failures and (4.) final bill as well as attempts made to resolve before escalating to BBB. Thank you.
Business Response
Date: 08/26/2024

August 26, 2024

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

Re: ****** M. **********
164 PO Box
******, ********

Case Number: 22098538
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 ****** M. **********.

On August 1, 2023, Ms. *********** purchased a ******** moto g stylus 5G - 2023. 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 a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.

Ms. ********** did not satisfy the promotional requirements because the device was activated with a new telephone number.

Xfinity Mobile offers a 14-day return period from the date a device ships. The device purchased August 1, 2023, shipped the same day, with the return period expiring on August 14, 2023. As the return period has expired, the device is not eligible for return; however, ******** offers a one-year warranty, and is still within the manufacturer warranty period. Ms. ********** may contact ******** for hardware concerns with the device.

Additionally, at Ms. ************ request, the Xfinity Mobile line of service was disconnected on June 16, 2024, when the telephone number was transferred to a new carrier. As Ms. ********** no longer has active Xfinity Mobile service on the device, troubleshooting is not available.

A review of the Xfinity Mobile account reflects it is properly provisioned for self-service access. Ms. ********** confirmed when we spoke on August 9, 2024, that she has access to the Xfinity Mobile account, including billing, via the Xfinity Mobile website.

Xfinity Mobile issued a billing invoice on August 3, 2024, which includes unpaid balances from the June 3, 2024, and July 3, 2024, invoices, the remaining balance for the ******** moto g stylus 5G - 2023, a late fee, and applicable taxes and fees.

Upon receipt of this complaint, I contacted Ms. ********** and explained the above information. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****** *.
XM Executive Resolutions
************** Extension 3052800

Customer Answer
Date: 08/31/2024
[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: 22098538

I am rejecting this response because: I've requested a collection be reversed and sent back to Xfinity Mobile as I was informed by Xfinity Mobile **************** payment for the carrier's final month(s) service charge(s) would be accepted by Xfinity Mobile in September as discussed by phone with Xfinity Mobile **************** and ****** B of Executive **************** on behalf of ********************** LLC, a parent company of Xfinity Mobile. The account was sent to collections by Xfinity Mobile. I requested reversal as the matter has been sent to the ***/ *** as well as the State of New Jersey's ************************* for further review and action by the State of New Jersey's Division of Consumer Affairs therefore the matter remains open and unresolved until the State of New Jersey's Board of **************** and ***/ *** responds. I am not rejecting ****** B's response as we discussed the situation in full by phone, however the matter was escalated by the overseeing agencies mentioned above for consideration of alternative settlement of the equipment/ remaining equipment fee after speaking with ****** B by phone.

Regards,

****** M. **********

Customer Answer
Date: 01/16/2025
Hello, thank you for your follow up message regarding the complaint filed with Comcast Cable Communications LLC. There were two separate complaints filed due to two separate incidents under Comcast Cable Communications LLC. In order for me to provide you with an appropriate response could you please confirm if your follow up message is pertaining to the **** Laptop received by Comcast Cable Communications LLC or if it pertains to the defective ******** 5g Stylus Cellphone received by Xfinity Mobile? Please let me know so I can provide a response. Thank you in advance.
Sincerely,
****** M. **********
Initial Complaint
Date:08/05/2024
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.
Xfinity mobile had some promotion offers after purchasing a device they dropped my order. When I called customer care they say my order was never placed. I have text confirmations from them.
Business Response
Date: 08/23/2024

August 23, 2024

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

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

Case Number:22098102
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.

On August 6, 2024, I spoke with ******************** regarding his Xfinity Mobile concerns. Our records reflect order ending in 1302 was placed on July 23, 2024, and within 24 hours, ******************** received a link to verify the order and provide documentation. The documentation uploaded by the customer was not an acceptable form of ID, so the system denied it. The order was cancelled on July 24, 2024

Then, on August 6, 2024, ******************** processed an order for ******* Galaxy Z Flip6, 512 GB, as a replacement device for ********************** number ending *****. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive an additional amount off the retail cost of the device, which would be applied at the time of purchase. Customers must pre-order an eligible device, there are no porting requirements, and the offer is stackable with other promotional offers.

Due to a back-end system error, the promotion was not showing available online or over the phone when placing an order. ******************** did not receive the discount at the time of purchase. On August 6, 2024, a one-time credit was applied to the August 19, 2024, bill cycle.

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. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.

******************** satisfied the promotional requirements and is current receiving monthly device payment credits in accordance with the promotional guidelines.

Xfinity Mobile records confirm that the device was delivered on August 12, 2024, and activated on August 13, 2024. 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,

******************
Xfinity Mobile Executive Relations
Initial Complaint
Date:08/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I changed my billing due date to the 4th of the month and agreed to auto pay for a discount. I did this back on January 22nd 2024, since then I have had a problem every month with them honoring the agreement. I have tried numerous times to get this resolved. I have reasons for wanting my payments to be paid on time. Bottom line, regardless of the number of days in the month my billing cycle remains the 18th to the 17th. They have the last two months taken the payment on the 6th. Enclosed in this complaint is a screen shot proving they have agreed to debit my account automatically on the 4th of the month. When I provide my bank statements to the VA and they always ask why I'm late it hurts my chances to get my home loan because they worry I will be late with my mortgage payments. I am changing my financial application tomorrow to reflect the 6th going forward so this will stop happening. However this resets the clock on my waiting period. in other words I am now going to be two months behind in my efforts to obtain a VA home loan. My resolution to this decidedly inconvenient experience is a full months credit for my Xfinity bill. This would be 70$ for the month of June credited to my account. Apparently being a customer for 8 years means nothing to this corporation.
Business Response
Date: 08/16/2024

August 16, 2024

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

Re:       *************************
            *********************
            ********, WA 98632

                Case Number:                      22098015
            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 14, 2024, I spoke with ************** to discuss his concerns; however, ************** refused to discuss this matter and the call was ended. A review of ************** account was conducted.Our records indicate previously ************** billing statement printed around the 3rd of the month and covered from around the 8th of the month to the 7th of the following month with a due date of around the 25th of the month.

On November 2, 2023, ************* requested to change his billing cycle to around the 18th through the 17th, which would adjust the due date to be on or around the 4th of the month. This was completed on November 3, 2023. When a customer changes their billing cycle, the following bill may be higher or lower than normal due to the adjusted date range, which would normalize on the second bill after the change takes effect.

On November 3, 2023, Mr.********************* printed and was higher than normal as being the transitional bill following the change in the billing cycle. This bill covered services from November 3, 2023, through December 17, 2023, and had a due date of November *******. On December 13, 2023, the next bill for the updated cycle of December *******, through January 17, 2024, printed with a due date of January 4, 2024.

On May 19, 2024, ************** enrolled in automatic payments. In review of the account, there are no errors in the drafting of automatic payments and all payments have been made on time.

Regarding the July and August payments, our records indicate on June 13, 2024, Mr. ******************* printed and included a notice that automatic payments would draft on July 5, 2024. On July 5, 2024, the payment began to draft and posted on July 6, 2024. On July 13, 2024, Mr. ******************* printed and included a notice that automatic payments would draft on August 5, 2024. On August 5, 2024, automatic payments began to draft,and the payment posted on August 6, 2024. 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
Initial Complaint
Date:08/05/2024
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.
Date of transaction: 7/27/2024 Xfinity wires outside of my house just stopped working and sent a surge to my privately owned modem ruining it. The technician damaged the xfinity box on the side of my house, broke wire clips off my house, and then gave me a used modem to rent (even though xfinity was at fault for the surge that ruined my modem). The modem is scratched and has dust clogged in fan vents. Completely unacceptable.I contacted xfinity a couple of times and haven't heard anything.Xfinity said a supervisor would contact me but nothing.I have attached the text conversation with xfinity and pictures of the damages.I want a new modem from them, I shouldn't even have to pay to rent one since xfinitys wiring outside of my house failed.I want to be there when someone comes out to fix the damage to my house.
Business Response
Date: 08/13/2024

August 13, 2024

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

Re: ***************************
********************
************, ** 32225

Case Number: 22097756
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 Mr. *************************** regarding Xfinity service.

I made several attempts to contact ****************** via telephone and email, however, my attempts were unsuccessful. In order to resolve this matter, contact with ****************** is necessary to further investigate his damage concerns. Mr. ******** damage claim has been respectfully denied until contact is made and the matter can be investigated. 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:08/05/2024
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.
Every time Comcast comes out to look at connecting my neighbors internet, they interrupt mine and because my cable line goes through my neighbors unit, its near impossible to get it restored. Most recently June 21st.No technicians ever know what the person before has done and they just keep sending people out and wasting everybodys time. I need to be able to contact someone on this continent who has some ability to oversee technical problems that the technicians cause and prevent them from doing the exact same thing every time they are out.I am tired of having my service disrupted.
Customer Answer
Date: 08/07/2024
Again today, the technician came out to connect they neighbor's unit with internet and disrupted mine. He took the signal off my cable and split it to serve the other apartment also. So now I pay for high speed internet so that I can support her apartment as well since it will reduce the speed before getting to mine. This is after I spoke to Comcast executive support. And you cannot reach a human at Comcast to help.
Customer Answer
Date: 08/07/2024
I was told by the executive team member who contacted me that they would have to run another cable from the outside box to their unit- right before they didn't do that but redirected mine instead.
Customer Answer
Date: 08/12/2024
An advanced technician came out on Friday and reiterated that they have to get into the other unit to repair the cable. He said he was going to do so today between 10 and 12. He has all the phone numbers for the neighbors and said that he would set up with them to get it done.
A technician came to my unit unit, not the neighbors. The neighbors were never contacted. The technician did not speak English. He just kept repeating that he here to fix wire and could not have any more meaningful conversation than that. I asked to speak to a supervisor and have him call me. He did not do so. I called Comcast again and spoke to an agent who said she was going to set up to speak to the neighbors and get into the unit where they did the damage. I got another call today telling me that they are going to come to my unit instead where they have no access to the wire that they damaged. Again, they wanted to put me on hold to figure it out.

The technician who split the wire needs to be contacted and told to fix it. The owners of the unit where the damage was done need to allow access to get it done. This needs to get finished because they are not able to interrupt someone elses communications line to divert it and continue to bill as two separate accounts.
Business Response
Date: 09/06/2024

September 6, 2024

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

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

,MN 55405

             Case Number:               ********
             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 29, 2024 I spoke with ******************************** regarding her service concerns.Our records reflect on August 19, 2024 a new line was been run to the residence.To complete installation of the new line, access the neighbors property is required. We are in the process of coordinating this. A member of our technical operations team has been in contact with both the neighbor and property manager. We are awaiting a response from the property manager as to when we can access the neighboring property. Once access is granted, we are prepared to resolve the issue the same day. I will remain in contact with Ms. ************* throughout the process.

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
WNE Region
Initial Complaint
Date:08/05/2024
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 January 8, 2024, I entered the Xfinity store in ************ to pick up a modem for my internet. I am a senior and I qualify, per income, for the $9.90 internet plan. While I was in the store, a salesman noticed that my phone face was cracked and told me I needed a new phone. He told me if I switched phone service to xfinity, I would get a new phone. In addition, I could add more lines for $10/month. In February I returned to the store because I could not activate the phone. I was told that the transfer code I was provided had expired after 2 weeks. I went to the ******* store in the ***************** to see if I could get that transfer code. I spent 6 hours at ******* that day because the phone could not be activated, even though we had xfinity customer support on the phone nearly the entire time. I left the ******* store with a new phone which I charged directly to my credit card. I have tried several times to return the phone. They mention a contract I don't remember signing, which states that if I don't abide by the terms, I will have to pay for the phone, and there is nothing xfinity can do about it. I would have to be very dedicated to read the small font on any contract. I am legally blind and I'm on a limited income (SSDI benefits since 2006). I simply want to return the phone. I was told that the account is now in collections. I can't afford a brand new phone and no one appears to be interested in buying the phone from me. As someone who has been dealing with low vision since 2008, I am frustrated by the greed of these corporations and how they take advantage of the disabled and the elderly.
Business Response
Date: 08/15/2024
August 15, 2024

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

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

Case Number:22097548
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 8, 2024, I spoke with ******************** regarding a Xfinity Mobile concern. On January 8, 2024, ******************** purchased a ******* Galaxy A54 under a 24-month device payment plan. At the time Xfinity offered the device on us promotion, granted certain qualification requirements were met. Once the device from an order placed with Xfinity is delivered, the billing begins. Records confirm the device was never activated, therefore not meeting the promotion requirements.

******************** began to incur service and device payment charges due to automatic billing. On February 28, 2024, a $78.93 payment was processed for the January 8, 2024 through February 7, 2024 billing cycle. On March 21, 2024, ******************** disputed the charge with her financial institution and the payment was reversed. On April 3, 2024, the account was suspended for non-payment. On April 23, 2024, the account was cancelled for non-payment, causing the remaining device balance to accelerate. On May 3, 2024, the account was charged off to collections.

During our conversation, I explained that I would send her a shipping label to return the device and refund/credit all charges, pending the device being returned in good condition. ******************** confirmed receipt of the return label and the emailed instructions. I requested that ******************** email the receipt to me once she has sent back the device to track its arrival to the warehouse.

On August 13, 2024, I followed up with ******************** as she did not advise that she returned the device, and the device was not yet in the warehouse. On August 13, 2024, ******************** replied and advised that she had shipped the device.

On August 13, 2024, I created a refund ticket request for the taxes paid at the time of purchase and the device related charges paid on February 28, 2024 for the January 8, 2024 through Ferbruary 7, 2024 billing cycle. I will continue to follow up with ******************** until the device is received at the warehouse and all necessary credits are applied. 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,

****************
XM Executive Resolution
Initial Complaint
Date:08/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered two unlimited lines on xfinity mobile on 07/30/2024 and the order number is *******************. The plan comes with 3 promotions, #1 Buy One Unlimited Mobile Plan, Get One Line Unlimited Free for 12 Months ($20.00) / mo, #2 Get $100 in Bill Credits w/ BYO ($10.00) / mo, #3 Get $100 in Bill Credits w/ BYO ($10.00) / mo, which means i should be getting $40 off in my billing statement. However, I just received my first bill and my promotions were not included in it. It should include a $40 credit to my billing while it did not and charged me $60 besides the activation fee. They should add the credit to my billing statement
Business Response
Date: 08/29/2024

August 29, 2024

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

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

, MI 48108

File Number:22097410
Date of Notice:August 6, 2024

To Better Business Bureau:

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

On June 30, 2024, Yiyun **** purchased service for two customer-owned devices. At that time, ********************** offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.

Yiyun **** satisfied the promotional requirements and is receiving a credit for one line of ************** in accordance with the promotional guidelines.

Also at that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a monthly service credit for 10 months. To qualify for the promotion, customers were required to bring their own device to ********************** and add a new line with an ************** plan. If the line is canceled, voluntarily or involuntarily, credits associated with device payments are lost. Eligible customers will see the monthly service credit applied on their Xfinity Mobile billing statement as a Service Promotion in the following billing cycle.

Yiyun **** satisfied the promotional requirements and is current receiving monthly device payment credits in accordance with the promotional guidelines for both devices.

Upon receipt of the complaint, I contacted ***** **** and explained the above information. We are providing a copy of this letter, which includes my contact information, to Yiyun **** should there be additional questions or concerns.

Sincerely,

******************
XM Executive Resolutions
************************
Initial Complaint
Date:08/05/2024
Type:Sales and Advertising 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.
August 1st - Reference number from manager who claimed to escalate my issue: ****************** An employee misinformed me of a mandatory iPad/mobile purchase. I wanted to decrease my wifi amount. She offered a plan of $100/mo with an iPad included. I asked twice if the purchase of an iPad was necessary and if I could buy wifi without it. She informed that the wifi without purchasing the iPad would be $110. After filling out the paperwork, I was informed that the iPad was not a necessary purchase and wifi alone would cost me $75 instead of $110 as the sales person had told me. I spoke with a manger and they promised to escalate my case. I went to check on this case August 5th because I received the cancelled iPad and the charge on my card was processed.
Business Response
Date: 08/23/2024
August 23, 2024

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

Re:       *************************
            ****************************************************
            *******, ** 60623

Case Number:                    22097149
            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 ****************************.

On August 1, 2024, **************** purchased an iPad with unlimited data. On August 14th through 16th, a Xfinity Mobile representative communicated with **************** and assisted with processing a return request on August 14, 2024. Once the iPad is received without damage, *************** will receive a refund of the initial order.

Regarding an internet billing concern, the account was enrolled in Fast Internet at the retail rate. The package rate did not include equipment, additional services, or applicable taxes and fees, which were subject to change. Additionally, the account reflected xFi Complete (which included the xFi Complete Gateway and *************** at the retail rate.

On August 1, 2024, the account was repackaged and enrolled in 12-month contractual agreement for Fast Internet. The contractual agreement is effective from August 1, 2024, to August 1, 2025. The package receives a monthly contract discount effective until August 14, 2025, after which time the retail rate will apply. The package is eligible to receive a monthly self-service discount with enrollment in paperless billing and automatic payments. The package rate does not include equipment,additional services, or applicable taxes and fees, which are subject to change.Additionally, the account reflects a free 12-month promotion for internet/voice equipment rental. The promotion is effective from August 1, 2024, and will expire on August 14, 2025, after which time the retail rate will apply. The account is being billed correctly for the services.

On August 7, 2024, an Executive Customer Relations representative corresponded via email with *************** and explained this information.

Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

***** P
Xfinity Mobile Executive Resolution

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