Business Profile

Internet Providers

Comcast Corporation

This business is NOT BBB Accredited.

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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

27,534 total complaints in the last 3 years.
9,000 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:08/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told that I would get a call to go over my pricing and work something out and never got contacted. I called to figure some out because I pay more than others and get so much less and Ive had it.
Business Response
Date: 08/15/2024
August 15, 2024

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

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

Case Number: 22076474
Date of Notice: August 1, 2024

Dear Sir/Madam:

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

Upon receipt of this complaint,I spoke with ****************** regarding his concern. Available package options were reviewed and ****************** elected not to make any changes to the account at this time.

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: 22076474

I am rejecting this response because:
I think this was sent to the wrong person. We were offered a package and accepted it. Can you please send the right one to me? Think theres a problem

Regards,

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

Customer Answer
Date: 09/12/2024
We already signed up with a special price package with the executive *** that called us.
Initial Complaint
Date:08/01/2024
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 promised a $180 rewards card! I have submitted several trouble tickets to no avail!
Business Response
Date: 08/19/2024

August 19, 2024

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

Re: ***************************
************************************
Mobile, AL 36608

Case Number: 22076385
Date of Notice: August 1, 2024

Dear Sir/Madam:

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

On August 1, 2024, I spoke with ******************************* regarding his prepaid card concern. I advised ******************** that I would investigate the concern, and would follow up with him once more information was available regarding the concern.

Our record shows that on August 3, 2024, ******************** was emailed a prepaid card for a Military Appreciation offer. ******************** was able to redeem their reward. For any further inquiries regarding the prepaid card, ******************** can contact our ****************** at **************.

I attempted to contact *************************** several times after our initial discussion to explain the above information. Unfortunately, all contact attempts were unsuccessful.? Contact with *************************** is required for further assistance with this matter. I apologize for any frustration and inconvenience that may have been experienced in the matter.

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

Sincerely,

******************
Executive Customer Relations
Initial Complaint
Date:08/01/2024
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've been an Xfinity customer for more than 25 years. In the past, when there were issues that couldnt be resolved with regular customer service, a customer was able to reach *************************** and get their problem resolved instantly. Unfortunately, Xfinity caught on to this trend, and has now created a "fake" *************************** which is based over-seas, and is no different than traditional customer service. On Tuesday of this week, I had an urgent insurance matter which had to be resolved immediately, and my insurance company emailed me a form to sign... but xfinity refused to allow me to check my email. I attempted to sign in on multiple devices, but ******************** required that I verify myself with a code (two-factor identification), and then they never sent the code. So, after 2 hours of failed attempts, I finally called ***************************** who verified that I was in fact "myself yet they still refused to give me access to my email. I asked for "an actual member of executive customer service", but of course, they ran me through a very long list of pointless troubleshooting, all while the urgency of my emergency rapidly escalated. So, not only am I paying for services which Im not receiving, but xfinity is deceiving its customer base, by pretending to connect you with their Executive Offices", when in fact, they're not.I spent four hours on the phone and in chats with Xfinity, attempting to access my emails, and I was unsuccessful. Later that evening, all of the codes that I had been desperately waiting for all day, finally came in, but by then, they were useless, and the damage was done. As of today, ** still unable to log in to my email
Business Response
Date: 08/19/2024

August 19, 2024

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

Re:       *************************
            ******************
            **** Landing, NJ 08330

            Case Number:               22076167
            Date of Notice:             August 1, 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 there were password reset attempts on Mr. ******** account between July 18, 2024, and Jul 27, 2024. However, there were authentication errors.

On August 2, 2024, I spoke with ****************** regarding an email access concern. ***************** advised he was able to access his email and no longer needed my assistance. Since Comcast did not cause the issues, Mr. ******** request for compensation is not justified and is respectfully denied. 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,

****************
Executive Customer Relations
Customer Answer
Date: 08/21/2024
[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: 22076167

I am rejecting this response because:

Comcast response is a complete joke. It's absolutely their fault, because they never sent the authentication emails, and that's what prevented me from resetting my password. It's my email and I have the right to access it when I choose. I have been a consumer affairs investigator for the state of ********** for 25 years and Comcast is one of the most despicable businesses that I have ever had to deal with. Their response completely coincides with the hundreds of complaints that I've had to deal with for them over the years. They would never give any customer their money back, because they believe that they are above the law and will do what they choose whenever they choose.

Regards,

*************************
Initial Complaint
Date:08/01/2024
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 bought a phone and was supposed to receive $500 worth of device credits taken off my bill for 2 years during the contract. I have not received any. I can see they added $450 device credits available to my phone online but still nothing taken off of my bills. I want $500 credited to my bill. I only have 4 payments left on my phone. This has taken almost 2 years and they havent been able to fix this issue.
Business Response
Date: 08/19/2024

August 19, 2024

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

Re:       *********************
***********************************************;
***************, MI 48101

              Case Number:                    22075884
            Date of Notice:             August 1, 2024

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by *********************.

On January 23, 2023, ********************* purchased an iPhone 14 Pro Max. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase 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.

********************* satisfied the promotional requirements, but the promotion did not reflect on the account. On August ******, I applied a promotional credit, equal to the value of the promotion, to the account in lieu of the promotion.

Upon receipt of the complaint, I contacted ********************* and explained the above information. Should you have any questions, please feel free to contact usat ********************************.

Sincerely,

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

Customer Answer
Date: 09/02/2024
They have resolved my issue. Although it took nearly 2 years and a complaint with the BBB, I received the money they owed me and I am satisfied. Thank you
Initial Complaint
Date:08/01/2024
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 called comcast on 7/29/24 to cancel my internet. It should not take weeks to process that. I want me account closed and my service cancelled effective the date I called.
Business Response
Date: 08/20/2024
August 20,2024

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

Re:       ***************************
            ************************************
            **********, WA 98198

Case Number:                      22075623
            Date of Notice: August 1, 2024

Dear Sir/Madam:

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

Upon receipt of this complaint an account review was completed. Comcast records confirm on July 30, 2024, **************** contacted ************* and requested a voluntary disconnection of service. A work order was entered with a stop billing date of July 30, 2024. The work order was completed on August 1, 2024.

On August 1, 2024, I communicated with *************** via email and confirmed the stop billing date of July 30, 2024. An explanation was provided to **************** regarding the work order completion date being different than the stop billing date. **************** was assured there is no data usage noted after July 29, 2024, and the final billing statement is prorated for service ending on July 30, 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 of this matter. Should you have any questions or need additional information,please contact me at **************.

Sincerely,

****************
Executive Response Team
Initial Complaint
Date:08/01/2024
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.
This is the 2nd time Ive had to file a complaint about the same issue with Xfinity in the month of July. After I made the first complaint Xfinity corporate called me and reassured me that we were indeed overcharged and would receive a credit back which we never received on our mobile account. We were charged for an Apple Watch that we never wanted nor ordered. They have yet to make this right after promises made and still not kept.
Business Response
Date: 08/15/2024

August 15, 2024

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

Re:         Case Number:                      22075537
            Date of Notice:             August 1, 2024

            ***************************
            , CA 93720

Dear Sir/Madam:

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

On August 2, 2024, a Xfinity Mobile specialist spoke with the authorized user, ***************************, to discuss her billing concern. Our records indicate that on June *******, **************** purchased an Apple Watch SE device. On June 26, 2024, *************** refused the delivery, and the device was returned. The Apple watch was received at our Xfinity Mobile ************* on July 2, 2024. *************** was advised that he would be refunded the initial payment made for the watch and failed to mention that the restocking fee would apply.

As a courtesy, on July 15, 2024, a refund was processed for the restocking fee charges. ***************** did not understand the refund process and was expecting a credit towards the Xfinity Mobile account.***************** confirmed she received the refund and had no additional questions or concerns. 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,

******************
XM Regulatory Specialist
Initial Complaint
Date:07/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue stems from a promo I was offered while signing up for internet service with the offending company. I initially signed up for their Internet Essentials service tier which offered just the internet and a monthly fee of 9.99 I was then told by the representative that by signing up for my service in the month of April I had just made it in time before the offer would expire coming in May, this is what I was told before seeing any advertising for the deal. I was told Id have to sign up first for the Internet Essentials and get upgraded to the Internet Essentials ************ tier to qualify for the deal otherwise Id just get 10 dollars off of each billing cycle. Of course Id want 1 year free mobile data and all Id have to do is bring my own unlocked device which I had. So in all we were on the phone for about ************************************************************ on hold several times and then complete a second application for the upgrade to IE+. So he explicitly stated and I recall very clearly because I asked for clarification on every detail because I wanted to be very sure that I was not misunderstanding that Id get free unlimited mobile data for a year with the payment of ***** a month for IE+ no strings attached. He made it very clear that as long as my device qualified and was compatible and I was approved for the IE+ that my mobile service would be UNLIMITED AND FREE FOR ONE YEAR! He even gave me the exact date that I should expect to start receiving a bill in April 2025! Fast forward the first month my service is suspended I call they apologize and reconnect my service. Second month the same thing! And the third month they fully disconnect my line! I work from home and have all kinds of important things connected to my number this is not right at all! *** tried to rectify the issue but just get transferred and placed back in the queue every time! Ive attached the promo reference directly from the corporate site and another site as reference
Customer Answer
Date: 08/04/2024
The company contacted me to resolve the issue, however, they are being disingenuous in their response in that they only partially solved this issue and that was their intention. I feel as if this problem is much deeper than just a company failing to apply a promo, through corresponding with the company it seems as if Xfinity quietly removed the service tier that they so loudly advertised as some type of alternative to the *** program that was ending because it started to hurt profits. So now they are pretending as if the promotion never existed and trying to get customers to pay for something that they didnt sign up for. The company credited my account without any direct contact with me however fell short of restoring the cell phone number that they wrongly disconnected! Im still at risk of losing my number because of this companys bait and switch tactics. They then go on to state that in order to restore my account they need to verify its me, but I have no phone because this company wrongly disconnected my service. They are corresponding with me through the email I have on file and will accept a number given to them through this email address to contact me but will not restore my service until they can verify my identity. Which is absolutely ridiculous considering how they have no problem using the email address to ask for a number (something they know I dont have) which is a security risk using their logic. If you cant discuss restoring my service through email why would you accept any number given to you from that same email address??? It makes no sense and its just a stalling tactic. They credit my account to give the appearance of trying to resolve this issue but that does me no good because while crediting my account the amount that was due they stopped short of fully resolving the issue by failing to restore my network. This company is operating in bad faith and Im still without cell service because of this companys negligence and greed!
Customer Answer
Date: 08/04/2024
The company contacted me to resolve the issue, however, they are being disingenuous in their response in that they only partially solved this issue and that was their intention. I feel as if this problem is much deeper than just a company failing to apply a promo, through corresponding with the company it seems as if Xfinity quietly removed the service tier that they so loudly advertised as some type of alternative to the *** program that was ending because it started to hurt profits. So now they are pretending as if the promotion never existed and trying to get customers to pay for something that they didnt sign up for. The company credited my account without any direct contact with me however fell short of restoring the cell phone number that they wrongly disconnected! Im still at risk of losing my number because of this companys bait and switch tactics. They then go on to state that in order to restore my account they need to verify its me, but I have no phone because this company wrongly disconnected my service. They are corresponding with me through the email I have on file and will accept a number given to them through this email address to contact me but will not restore my service until they can verify my identity. Which is absolutely ridiculous considering how they have no problem using the email address to ask for a number (something they know I dont have) which is a security risk using their logic. If you cant discuss restoring my service through email why would you accept any number given to you from that same email address??? It makes no sense and its just a stalling tactic. They credit my account to give the appearance of trying to resolve this issue but that does me no good because while crediting my account the amount that was due they stopped short of fully resolving the issue by failing to restore my network. This company is operating in bad faith and Im still without cell service because of this companys negligence and greed!
Customer Answer
Date: 08/04/2024
This company isnt being genuine they contacted me asking for a number to contact me at, which is like throwing salt in the wound because they know I dont have a number because they disconnected my number! They credited my account the full amount due, but if you credited my account it means my account is in good standing so why didnt you restore my service? Its to give the appearance of trying to come to a resolution while asking for something they know I cant accomplish! Just restore my service and stop being greedy and underhanded!
Customer Answer
Date: 08/04/2024
This company isnt being genuine they contacted me asking for a number to contact me at, which is like throwing salt in the wound because they know I dont have a number because they disconnected my number! They credited my account the full amount due, but if you credited my account it means my account is in good standing so why didnt you restore my service? Its to give the appearance of trying to come to a resolution while asking for something they know I cant accomplish! Just restore my service and stop being greedy and underhanded!
Business Response
Date: 08/23/2024

August 23, 2024

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

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

Case Number:22074438
Date of Notice:August 1, 2024

Dear Sir/Madam:

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

On April 28, 2024, ******************************* purchased service for a customer-owned iPhone 15 Pro Max. At that time, Xfinity Mobile offered a promotion through which eligible customers could receive a monthly credit equal to the value of the Xfinity Mobile Unlimited Plan for 12 months, provided they satisfied certain requirements. To qualify, customers were required to activate a new line of service with Xfinity Mobile within a specified time frame of the Internet Essentials Plus order.

********************** satisfied the promotional requirements, but the promotion did not reflect on the account. On August 19, 2024, I applied a credit equal to the value of the promotion to the account in lieu of the promotion.

********************** is currently subscribed to the Internet Essentials Plus package. The package was effective on April 30, 2024. Equipment, taxes, and fees are not included in package price. On August 19, 2024, mobile tracking billing codes were added to the account. No further residential account changes were requested.

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

Sincerely,

Desire S.
XM Executive Resolutions
Initial Complaint
Date:07/31/2024
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.
I recent signed up for internet and television with Xfinity. During my initial discussion with them they promised to waive the ****** installation fee. When the bill came the ****** fee had not been waived. I called Xfinity and requested they refund the ******. To date they have not done so.
Business Response
Date: 08/05/2024

August 5, 2024

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

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

Case Number:22073875
Date of Notice:July 31, 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 1, 2024, through August 5, 2024, I spoke with ************** regarding a billing-related concern. Our records indicate that a credit was applied to the account on August 5, 2024, for installation charges. This credit will reflect on the August 22, 2024, billing statement. We were unable to confirm this was previously promised, but a courtesy credit was offered to resolve the concerns. 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,

Niles H
Executive Customer Relations

Customer Answer
Date: 08/05/2024
[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:07/31/2024
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.
A mobile phone was order and added to our account. I called to cancel it when I received an email. I was told that it was too late and was in transit. I have called on FIVE separate occassions trying to get this phone returned and keep getting the run around. I have been promised a return label by email and also by mail. None have been received. This is a ******** phone. We have no use for it because we only use iPhones. I want the return label and all charges removed from my account.
Business Response
Date: 08/09/2024
August 9, 2024

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

Re:       *******************
**********************;
************, MI 49014

               Case Number:                     22073821
               Date of Notice:             July 31, 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 Mr. **** via telephone and email. Although I was unable to reach Mr. **** a review was completed on the account. On July *******, a ******** Moto G stylus device was purchased. This device was delivered on July 15, 2024. On July 19, 2024, a terminal return was processed for the device. At that time, a prepaid ***** return label was sent to the email address on file. On August 1, 2024, I resent the return label. On July 25,2024, a credit of was applied to the account to waive the first month's device payment, and an expected line setup fee. This credit will appear on the next invoice to be generated on July 12,2024.

As of August 8, 2024, the device has not been returned. Once the device is received; and determined to be in good condition, the line will be ceased, and the device balance removed. I apologize for any inconvenience that *** have been caused, while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ****************************-2834.

Sincerely,

********************
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:07/31/2024
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.
For the last year starting around July of 2023, I have been a customer of **********************. I was given bad information by one of the agents about a service plan that is "by the gig". I ended up being charged $200+ in September of 2023 and $300+ in October. Then I was charged another $200+ in November and I asked for the service plan to be changed in September because my billing was never supposed to be over $80 a month. My service was suspended June of 2024.I have been constantly lied to by the agents of Xfinity mobile and they are now trying to make me pay for their mistakes instead of trying to fix the problem. They sent the account to collections while I was paying and said it's non payment, which makes no sense as there is a $200+ payment in April of 2024 among others. I just paid $600 in June of 2024. They will not release my phones or phone numbers. I bought the numbers I have had for me and my daughter to Xfinity. Now, I stand the chance of losing my number that attached to everything because of their mistakes. I have talked to the collection agency they sent my account to and settled everything and all payments, Xfinity Mobile will not let me move on holding my phone numbers for me and my daughter, also they will not unlock the phone. I just had an agent tell me today, July 31, 2024, that they just told me that they unlocked the phones to get me off the phone but they never did anything. The agents are rude and do nothing to help any situation I have ever had with them. They are now trying to mess up my credit also and this is a big problem.
Business Response
Date: 08/20/2024

August 20, 2024

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

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

Case Number:22073808
Date of Notice:July 31, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to your office by ***************************.

On June 5, 2023, ************** initiated Xfinity Mobile service when she purchased 2 ****** Pixel 7a devices, under ******** device payment agreements. **************** telephone number ending ***** subscribed to the ************** plan, and her telephone number ending ***** subscribed to the 1 GB By the Gig plan. If a customer exceeds their data amount, they will be charged for each additional GB. **************** Xfinity Mobile September 7, 2023 billing statement reflected a data usage of 3.01 GBs, her October 7, 2023 billing statement reflected a data usage of 7.37 GBs, and her November 7, 2023 billing statement reflected a data usage for ***** GBs.

**************** telephone number was disconnected on June 7, 2024, and Xfinity Mobile can only port out active telephone numbers. When a telephone number remains inactive, Xfinity Mobile cannot guarantee that it will be available for future use.

I made several attempts to contact ************** to advise her of the above information and provide a detailed billing explanation. Unfortunately, all attempts were unsuccessful. I left a detailed message with my contact information so that ************** can contact me with any questions or concerns that she may have.

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

Sincerely,

**********
Xfinity Mobile Executive Relations

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