Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:08/02/2024

  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 keep getting charged for a mobile service that I don't have. I spoke to several representatives, and they assured that my debit card would no longer be charged. Well just yesterday I received notification from my bank that there was a charge in July and today there been another charge. I don't know what to do or who to contact besides the call center. I have never been with Xfinity mobile. I have always been with T-****** which I explained that to the customer service rep at **********************. Please if someone at BBB can help. I will be calling my bank to dispute the charges.Debit date August 1, 2024, in amount of 2.38 and July 2, 2024 each time my card was debited 2.38.

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:**************************
  ************************************************************************
  
  Case Number:22083249
  Date of Notice:August 2, 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 reflect on June 11, 2024, a credit adjustment was applied to the final billing statement issued on June 10, 2024, to offset all bill charges, however, the credit amount was incorrect.
  
  On July 1, 2024, a payment was processed for the billing statement issued on June 11, 2024. On July 31, 2024, an Xfinity Mobile specialist processed a refund for the overpayment of mobile services. 
  
  I spoke with ************-Bye on August 5, 2024, reviewed the above information, and confirmed the refund has posted with the bank. 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 Resolutions
  

• Initial Complaint

  Date:08/02/2024

  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 cancelled my internet and the company (xfinity comcast) continued to bill me. I spoke to their representative on the phone and through their online service. Very difficult to navigate and speak to someone. Once I finally got someone they agreed that the payment was in error and should not have pulled. They initiated a refund which I never received. I have spent hours on this and it seems clear it is a harassment and fraudulent company. I would like my $105.94 overpayment to be refunded without spending hours and deceit. The amount of money this company makes by making the customer service process too difficult is astounding. Also, pulling from a credit card after the cancellation of a service is horrific.Thank you for your time.

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *******************
  
           , CT 06840
  
           Case Number:   22083136
           Date of Notice:   August 2, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *** regarding Xfinity service.
  
  Comcast records indicate that ************** account shows the payment received on July 23, 2024, was based on the June 27, 2024, billing statement total balance for the service dates of July 4August 3, 2024. On July 27, 2024, a billing statement was generated for the service date of August 4September 3, 2024. This billing statement was generated before the account was disconnected.
  
  On July 31, 2024, the account was disconnected with the billing stop date of June 27, 2024. The billing statement dated August 1, 2024, reflected a prorate credit for services removed (June 27September 3, 2024), leading to a credit balance.
  
  On August 6, 2024, as a courtesy, I removed the outstanding equipment from ************ account to avoid equipment charges and prevent a delay in processing a refund on the account related to unreturned equipment.
  
  On August 6, 2024, I spoke with Mr. *** regarding a refund request. Our records indicate that Mr. *** is due a refund after his account was disconnected on July 31, 2024.  Mr. *** will receive an email with instructions on how to redeem their refund. Once Mr. *** confirms their refund method, it will be received within 24 weeks. We will follow up with Mr. *** to ensure the receipt of the refund.
  
  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 ************.  
  
  Regards,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  This is the third time I will be contacting the BBB in the span of 3 months about the same company. Back in June my services were cut off one week after I paid my bill unjustly. After contacting the BBB and servers XFINITY stores, my services were restored and I was able to set up a payment plan. Regardless of this my services were cut off again because of Xfinitys confusion and I had to call to get them restored once more. As a result of this there are over $100 of restoration fees on my account that I was promised I wouldnt be charged and that brings my bill to a whopping amount of $400 with $300 due immediately which is impossible. I have been trying to pay the minimum balance of $125 since June 23rd but I keep receiving an error message on the app when I log on. When I try to use the chat for customer service they refuse to let me contact anyone. Please have xfinity reach out to me once again so I can resolve my internet issues

  Business Response

  Date: 08/26/2024

  
  August 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: *************************;
  ***********************************
  *****************
  
  Case Number:22082244
  Date of Notice:August 8, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 9, 2024, I spoke with ************** regarding her billing related concern. Review of the account indicates services were interrupted for non-payment on August 1, 2024, and again on August 15, 2024, due the account failing to keep the payment arrangement scheduled on July 16, 2024, to be made on July 31, 2024.
  
  A payment was made on August 6, 2024, to cover the past due amount of service rendered from May 28, 2024, until June 27, 2024. I explained to **************, process indicates once an agreement is made for a payment arrangement the account no longer qualifies for any additional payment arrangements until the entire amount is paid. A past due amount is currently due for services rendered from June 28, 2024, until July 27, 2024. The account is subject to disconnection on August 25, 2024. I apologized for any inconvenience and overall experience 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: 08/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22082244
  
  I am rejecting this response because: my problem was NOT solved. I am still having problems logging in the app, I was told it was because I was using my xfinity username and not my email, it worked the one time we tried it over the phone and hasnt worked since, I tried logging onto two other devices and just keep getting a loading screen, how am I supposed to pay my bill if I cant log on? 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              *****************************************************************
              *******, IL 60609
  
                Case Number:             22082244- Rebuttal
                Date of Notice:             August 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 27, 2024, I spoke with ************** regarding her account related concern.During my conversation, ************** advised that the issue with the Xfinity application seems to be functioning properly and no longer requires assistance.I confirmed with ************** records indicate, she last logged into her Comcast account on August 25, 2024. There have not been any unsuccessful contact attempts per Comcast records thereafter.
  
  With respects to the billing concern, records indicate, ********** services were interrupted as of August 25, 2024, due to a past due amount for services rendered from June 28, 2024,until August 27, 2024. I explained to ************** a minimum payment for the past due amount is needed to restore services. Once the minimum payment is made, I can then offer ************** a payment arrangement that will extend the services an additional 14 days.
  
  At the time of my conversation, ************** was unable to make a payment. I provided ************** with her options to make a payment. I further, explained I would waive the payment fee should she decide to make the payment over the phone. There are no issues with making a payment via the My account application, via the toll free 800-xfinity number or via the customer bill pay directly wither banking institution. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/02/2024

  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 a contract for mobile phone and internet cable since October 2023 to last until 2024 and 2025 for monthly charges of $55.40 and $50.**. My mobile phone is missing since June 2024, registered w police as possibly stolen. I requested to have the phone temporarily disabled but not disconnected. If my phone is recovered I would have option to enable the number again, I asked to continue with the contract and the contracted payments.The store disconnected the line, agents admitted the mistake and promised to reinstate the contract that I was never allowed to be free of anyway. Since then their XfinityMobile arm said they would voluntarily continue with a lower charge of $30.01 since I have no use of the service. But the Comcast arm has increased my charge to $103.39 the first month then this month August they are reducing it to $95.**. This is still an increase from my contract cost, when I am now without use of their phone or phone service. I have spent hours on the phone with their agents, being reassured that this is resolved and each time their email statement (or monthly bill) arrives it is changed. I went to the bank in July and the charge had not been made, but now my statement shows it having been withdrawn several days later. I can't close my bank account without hurting my contract. I am due to have them withdraw $95.** on August *******. Yesterday I spent several hours waiting for phone "executives" to talk with me. I went to the local store on July 15, 2024 spoke with ********************* and his manager. Got a business card and a verbal promise that the complaint was "escalated" to the "promotion team" who I couldn't contact ever.

  Customer Answer

  Date: 08/15/2024

  I've been notified that a charge of $95.90 is being withdrawn from my account today by **********************.  My contract is for $50.90. 

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
              ***********************
              *********, ** 17601
  
              Case Number:                      22082178
              Date of Notice:                     August 2, 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 stolen device and a disconnect request. On September 25, 2023,Xfinity Mobile services were started with a ******* Galaxy A03, imei ending 7631 with ************** and no Xfinity Mobile Care (XMC) protection.
  
  On June 20, 2024, **************** reported the device stolen and in error, the device was disconnected. On June 21, 2024, the device was reactivated for the billing cycle ending June 24, 2024.
  
  Xfinity Mobile has the option to suspend a mobile line while attempting to locate the device. ********************** allows customers to suspend service for up to 14 days. They're still billed for the services to which they subscribe and for plans in which they are enrolled during the suspension period. This includes the ************** option, data used By the Gig and device payment plans (DPPs). The customer is also billed for the ********************** Care (XMC), if applicable, along with any associated taxes. **************** continues to be responsible for all bills on the account, whether the line is suspended or not.After 14 days, service automatically resumes. We send a notification to the customer when their service is back on. When a line is suspended, the customer can't make or receive calls, except for 911 calls. Suspending a line of service doesn't suspend the account, and the customer doesn't lose their phone number.
  
  *************** request to suspend the line until she could get more information regard her Comcast internet discount. On June 21, 2024, August 1, 2024, and August *******, the phone number ending 9445 was suspended. On July 3, 2024, the mobile data plan was changed to the 1GB, By the ******** plan for the billing cycle ending July 24, 2024.
  
  On August 16, 2024, after discussing her options with Comcast Executive Customer Relation specialist, **************** requested to disconnect the Xfinity Mobile account. On August 16, 2024, the resume order was initiated and did not complete successfully. On August 19, 2024, the resume order was cancelled and disconnect order was completed for the billing cycle ending August 24, 2024. A final billing statement will be sent on August 25, 2024, for the billing cycle ending August 24, 2024. **************** has a remaining device payment plan she will be responsible for. She has the option to pay monthly or pay in full.
  
  On August 16, 2024, Comcast Executive Customer Relation specialist spoke with *************** and explained that per Comcast records on September 25, 2024, she subscribed to Gigabit Extra internet with a 36-month promotional rate. Months 1-12 the promotional per month which began on September 26, 2024, and ended on September 25, 2024. Months 25 -36 the promotional rate per month which began on September 26, 2024, and will end on September 26, 2025, after which the standard retail rates will apply. Equipment, taxes, and fees are not included in promotional pricing.
  
  The plan also included a multi-product discount for 24-months if a new line of Xfinity Mobile with ************** is activated within 90 days of the order. To continue receiving a discount, **************** must keep Xfinity Mobile with ************** and Connect More Xfinity Internet service or a higher tier of Xfinity Internet for 24 months. If **************** cancels Xfinity Mobile or change all Xfinity Mobile lines to By the Gig or cancel Xfinity Internet or change Xfinity Internet to a tier below Connect More, she would no longer receive the discount.
  
  Per Comcast records on June 21, 2024, the multi-product discount was removed from the account due to Ms. ******* Xfinity Mobile line being accidentally disconnected on June 20, 2024, due to it being stolen. On June 21, 2024, Ms.******* Xfinity Mobile line was reactivated but not on the ************** plan and is currently suspended.
  
  On August 16, 2024, I explained to **************** that she is no longer eligible for the multi-product discount on her Xfinity internet bill. The May 21, 2024,billing statement for service from May 26, 2024, to June 25, 2024, included the Xfinity Mobile Mult-product discount. The June 21, 2024, billing statement for service from June 26, 2024, included partial month charges for the removal of the Xfinity Mobile Multi-product discount. ****** advised **************** that billing on her account is accurate as of this date.
  
  The Comcast Executive Customer Relation specialist completed an account review and made recommendations on internet plans that would lower Ms. ******* bill, however,she respectfully declined to make any changes. On August 16, 2024, ****** applied a one-time courtesy credit which will be reflected on the August *******, billing statement. ****** advised **************** that any further requests for compensation regarding this matter are not warranted and will be respectfully denied. We apologized for any inconvenience and overall experience 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
  
  
  
  

  Customer Answer

  Date: 08/28/2024

  the lack of clarity prevented me from knowing how much Comcast would charge for the change to my contract. Theft of my phone does not break the contract as I was told it did. It just doesn't. My response is not copying onto to your space so I can't give a fair response to the long letter they sent to you. They did not fairly note the lack of pertinent info I needed to make a decision to move forward. I di not break the contract. The monies involved is small to them but to a ******* on a limited income this incident is not a fair shake. 

• Initial Complaint

  Date:08/02/2024

  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 signed up for a 1 year contract with xfinity for internet services at my apt in ************ and I went in to cancel and return the equipment given to me when now I see on my account they said i signed up for a 2 year agreement and would need to pay a cancellation fee or pay out the rest of the contract. I did not sign up for 2 years of internet when I only had 1 year left to live in ************ and I certainly would not sign a document that says at the top "24 month agreement" i don't know if they are getting my information confused or what but I am not paying a cancellation fee for a contract I did not agree too.

  Business Response

  Date: 08/09/2024

  
  August 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************************
  *******************************************************************************
  
  Case Number:22079060
  Date of Notice:August 7, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service. 
  
  On August 7, 2024, I spoke with ********************** regarding his concern. Our records indicate on August 13, 2023, ********************** accepted a 24-month contractual agreement for Superfast Internet. The contractual agreement was effective from August 13, 2023 and was expected to expire on August 13, 2025. The package received a monthly contract discount effective from August 13, 2023 until September 10, 2025. On September 11, 2025, a portion of the discount was expected to expire, and the remaining discount would have applied until September 10, 2026. Once the discount fully expired, the retail rate would have applied. The package did receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments. The package rate did not include equipment, additional services, or applicable taxes and fees, which were subject to change. Additionally, the account reflected a ******** promotion for xFi Complete, effective until September 10, 2025, after which time the retail rate would have applied. The contract included an early termination fee that would apply if ********************** fully disconnected the services prior to the conclusion of the contractual period. The service was accepted on August 13, 2023 via text message confirmation. 
  
  Mr. Prestwoods account was disconnected on August 1, 2024, prior to the expiration of the contractual agreement. The disconnection caused a valid early termination fee to apply on August 2, 2024. The remaining balance on the disconnected account is valid and a credit is respectfully denied. 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 **************.
  
  Sincerely,
  
  
  Queen Q.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been speaking with Xfinity about a billing issue. They are billing me for a phone that I returned. They have confirmed receipt of the return. I they tell me every month that this has been resolved and that I will not receive another bill, but I keep getting them.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024                                                                       
  
  BBB of ******************* & ********************
  ****************************************************************************************************
  **********************
  
  Re:       ********************
  **********************************************
  Apartment 2H
  ****************
  
  File Number:             22082029
  Date of Notice:             August 2, 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.
  
  I initially spoke with ************************ on Auguust 2, 2024. However, Mr. ********* was not authorized on the account. We attempted to contact his daughter ************************;the account holder but was unable to reach her.
  
  On August 16, 2024, I found that ************************ was added as an authorized user and contacted him. On December 5, 2023, a ******** G Play was purchased, and the device was returned on April 3, 2024. Due to unknown reasons the return refund was not issued. The account was refunded two charges on June 13, 2024, two charges on August 2, 2024, and one on August 14, 2024. A manual refund for the remaining balance needed to be issued for the oldest two charges as they're older than 6 months. I requested the refund, which I then confirmed with ************************,was received. The account was deactivated on March 24, 2024, and remains deactivated. I apologize for any inconvenience experienced, while a resolution was obtained.   
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions

  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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  Xfinity told me different information about paying my mobile phone. They said I would pay only 1 more billing cycle then my card would come off file. Another person said I needed to send it back and then payment would drop off. Someone else said I dont need to return it because of the ***** period time was up. Then I talked to a supervisor and he said I owe over $500.00 on the device it was a ****** Pixel 8 and I explained to him I cannot afford to pay it back since the line was canceled and deactivated. He said if I dont pay the bill collection agency would be contacting me. After I calmed down I called customer service representative and told her I can only pay $5.00 a month towards my bill since I am on low income and disabled and also get social security. I let her know to take my debit card off file and she said I have to escalated the decision to my supervisor and will get back with me on the outcome. I explained to her my card that is on my account cannot be saved due to safety concerns from my payee / provider that handles my funds.

  Customer Answer

  Date: 08/06/2024

  Google Pixel 8, *****, 128GB
  IMEI # **-324315-465098-9
  *****************
  DEACTIVATED
  Account # **********
  DEVICE BALANCE
  $598.**
  of $699.99
  DEVICE PAYMENT DETAILS
  21 Payments Remaining
  $29.16/mo, with final payment of $15.15 

  Customer Answer

  Date: 08/06/2024

  This is a photo of my cell phone through Comcast that I used to have. The number on the account was ****************** just to verify. It has been deactivated for a couple weeks and no longer can use it.

  Business Response

  Date: 08/19/2024

  
  August 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************
              ******************************************
              ***************, IN 46802
  
              Case Number:               22081992
              Date of Notice:             August 2, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *********************.
  
  Our records indicate on May 30, 2024, ************ purchased a ****** Pixel 8, in 24-monthly installments on the ************** plan. The device was delivered and activated on June ******. ************ ported in a phone number from another wireless carrier. As part of a ****** Pixel 8 On Us promotional offer, customers can qualify to receive a credit equal to the total retail value of the device on their monthly bills spread over 24 months. The first credit would be applied at the time of purchase. To qualify, customers must purchase the phone on a new line of service with a device payment plan and intent to port from another carrier. An existing number must be ported from another carrier and activated within 30 days of purchase to continue receiving promotional credits. ************ was eligible for this promotion because a phone number was ported in successfully.
  
  ************ requested to remove her payment method on file and cancel service to the Pixel 8 device on July 25, 2024. As a result, the Pixel 8 On Us promotion was canceled, and the remaining balance will be due.
  
  On August 7, 2024, I spoke with ************ regarding her Xfinity Mobile concern. I removed the payment method from ************** Xfinity Mobiles account at her request. Please be advised the ****** Pixel 8 is ineligible to be returned since the 14-day buyers remorse period has expired, and ************ no longer has the device in her possession to return. The Xfinity Mobile account is now disconnected and will continue to be billed monthly until the ****** Pixel 8 is paid in full. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist

• Initial Complaint

  Date:08/02/2024

  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.

  T recently file complaint on Xfinity ( Comcast). This will be my third time and I suspicion about my payment went to P O ***********************************. My concern about the fees they are charging me for example ( I am customer since 2019 no upgrade of equipment ). Now I am payment is $203.65 and I cannot get the right service what I request for. I being locked out and stuck with this service on basic TV but I request for popular channel line up. I went online to address this problem no result only kept speaking automatic telephone operator. I even look online for other internet/ cable company.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:********************************
  *************************;
  *************************
  
  Case Number:22081812
  Date of Notice:August 2, 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 12, 2024, an Executive Customer Relations specialist spoke with ************************ regarding a billing explanation. Our records indicate that on July 11, 2024, ************************ consented via the Interactive Voice Response (IVR) phone system to a change of service for ********* and Connect More Internet billed at retail rates. The account remained enrolled in Xfinity Voice and received a three-product discount. Additional services included Max, Starz, and Internet/Voice equipment. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The change of service was reflected on the July 12, 2024 billing statement. 
  
  On August 12, 2024, ************************ consented via text message (SMS) to a 12-month contractual promotion for ********** and Connect More Internet, at a promotional rate. The contractual agreement is effective August 12, 2024 to August 12, 2025. The contractual rate is effective August 12, 2024 through August 15, 2025. A 12-month promotional offer for Internet/Voice equipment at no charge is effective August 12, 2024 through August 15, 2025. At the end of the respective promotional offers the retail rates will apply. The account remained enrolled in Xfinity Voice and receives a three-product discount. Additional services included Max and Starz. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The change of service will reflect on the August 12, 2024 billing statement. 
  
  The account receives a self-service discount with enrollment in both automatic payments with a linked bank account and paperless billing. Should either self-service option be cancelled the discount will be removed. 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,
  
  
  Gay R.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  Several years ago, I was the co-signer on my daughters Xfinity account. This account was deactivated, equipment returned to the store, and all balances were paid. We keep getting bills for $284, so back in April $284 was extracted from my daughters bank account. So I thought that this is finally over, but no, Im still getting notices that this months payment did not go through and my service will be turned off if I dont pay. We deactivated the service at the store nearly 3 yrs ago. The phones my daughter had were transferred to another cell phone provider, the cable service was discontinued, and the internet was discontinued. I have made other payments for this account through collection agencies, and we still get notices of non-payment. Xfinity is a very disorganized company. There is no communication between franchise stores, corporate, and their overseas service departments. Its amazing that they even succeed as a business. I want this problem resolved. I believe the ****************** Credence has even started to call me about this. Its the only possible thing they could be calling me about. Xfinity, if anything, should be returning money to us for way overpaying on an account that was closed several yrs ago.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:                       Case Number:                      22081696
              Date of Notice:             August 2, 2024
  
  
              ***************************
              ************************
              ************, MO 64056
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 5, 2020, ********************* established Xfinity Mobile services at a retail location for an Apple iPhone11, 64 GB Black IMEI ending in 1007 for mobile number ending in 3404 and a Apple iPhone11, 128 GB Purple IMEI ending in 0754 for mobile number ending in 1411. ********************** then purchased a Apple Watch Series 6 Aluminum 40mm, 32 GB Silver Case / White Sport.
  
  ************************** Xfinity Mobile services were disconnected on December 19, 2021, for the mobile numbers ending in 3404 and 1411 as port outs, however, the watch line was never ceased. ********************* Canceled his residential account March 11, 2022.
  
  On April 8, 2024, a ticket was opened to have the account balance investigated for fraud. On April ******, the case with closed with the closure information. "Reviewed for chargeback, due to account usage, tenure, and payment history determined the account not fraud. The customer is responsible for the past due charges. The account will follow the regular collection process."
  
  The balance is a combination of five billing statements that ran from December 5, 2021, to April 5, 2022. On December 17, 2021, ********************** was billed and paid the device payment plans for the three devices, however, the final payment was in the November 5, 2021 -December 4, 2021, billing statement that was scheduled to be paid on December 24, 2021.
  
  On March 28, 2024, the payment for the statements that ran from December 5, 2021, to April 5, 2022,was paid. On April 6, 2024, the payment was disputed with the bank and on June 24, 2024, we rebilled him for it.
  
  On August 9, 2024, I spoke with ********************** and explained the billing. ********************** requested that I send him copies of the billing statements in question. On August 10, 2024, I sent ********************** copies of the delinquent bills in question. On August *******, I spoke with **********************. I explained I placed a credit on the account,leaving the remaining balance to be paid. ********************** and I tried to update his payment information to process the payment, however it was unsuccessful due to an unknown error on our end. As a courtesy, I placed a credit on the account removing the remaining balance and bringing the account to zero. On August *******, I sent an email to the collection agency Credence requesting the debt to be removed from ************************** account.
  
  
  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,
  
  
  Desire S.
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:08/02/2024

  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 was without internet service 42% of service for month of July

  Business Response

  Date: 08/15/2024

  
  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              **************************************
              ****************
  
                Case Number:                    22079974
              Date of Notice:             August 2, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service. Please note that *********************** is authorized on this account.
  
  On July 8, 2024, ******************* was affected by an outage in his area,causing the loss of service for multiple customers. On July 21, 2024, ********************'s maintenance team identified and corrected the plant damage issue which was causing the outage. During this timeframe, multiple outages also occurred.
  
  On August 2, 2024, I spoke with **************** and confirmed services are working normally. All modem diagnostics appeared working as intended.  A further check on August 10, 2024, by Supervisor of Technical Operations and the field team indicated that all signals at the premises were within specification, however, on August 10, 2024,the drop was replaced as a precautionary measure. The drop will be buried at a to be determined upcoming date.
  
  Further,on August 15, 2024, the Network Maintenance Supervisor also advised that issues sustained at the plant/hub were repaired with reseated cabling and a new filter. Following this time, all diagnostics within ******************** node were working as intended and indicated services functioning normally.
  
  On August 2, 2024, I applied a courtesy credit for the loss of service. This credit will reflect on the August 7, 2024, billing statement. Prior to this, an additional service credit for the outages was also applied on July 26, 2024, and will also reflect on the August 7, 2024, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations