Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

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:03/20/2024

  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 was speaking to Xfinity Customer Retention because I want to discontinue services. They attempted to keep me as a customer and began to speak about 10G service and speeds with Xfinity. Doing a ****** search, I reviewed this article with the customer service agent. *********************************** believe they are still advertising 10 G speeds without the network to do it to keep customer accounts.

  Business Response

  Date: 03/26/2024

  March 26, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:**********************
  **************************
  Indianapolis, IN *****
  
  Case Number:********
  Date of Notice: March 20, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********* regarding Xfinity service. 
  
  The Xfinity 10G Network is a smarter, more consistent, secure network. It has reliable and consistent connections and is the fastest internet in and out of the home, with millions of WiFi hotspots for faster speed everywhere. The Xfinity 10G Network is different from 10 Gigabits per second (Gbps). It is a combination of its reliability, security, power, resilience, and speed.
  
  On March 25, 2024, I spoke with **************** and confirmed the account was disconnected as requested. Our records indicate the account was disconnected on March 25, 2024, with an effective stop bill date of March 20, 2024. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  ************
  Executive Customer Relations
  

• Initial Complaint

  Date:03/11/2024

  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 sent the incorrect equipment for my television, all equipment was returned and confirmed as incorrect and that it was Comcast error. My credit card was automatically charged for the equipment and services that were incorrect for two month and will be charged again in one week. I do not have any TV boxes and yet am being charged however Comcast has decided not to credit my money back to me even after stating it was their mistake

  Business Response

  Date: 03/26/2024

  March 26, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:*************************
  *****************************************;
  Shelburne, VT *****
  
  Case Number: ********
  Date of Notice: March 12, 2024
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On March 13, 2024, I spoke with ************, an authorized person on the account, with regard to a billing related concern. Our records indicate that on November 24, 2023, ************ downgraded from Fast internet, ****** TV, Xfinity voice to Fast internet. The approval was not provided by ************ up until February 10, 2024, and the change of service did not occur until then. ************ was billed total partial charge as reflected on the February 20, 2024 billing statement. The details are as follows: prorate credit for services removed and billed from February 10, 2024 to February 26, 2024; and prorate debit for services added and billed from November 24, 2023 to February 26, 2024.
  
  Credit was applied on March 21, 2024 to compensate for the charges for services billed from November 24, 2023 to February 11, 2024. This credit will reflect on the April 11, 2024 billing statement.
  
  ************ disconnected the account effective March 11, 2024. The final projected credit balance on the account will reflect on the April 11, 2024 billing statement, the details are as follows: amount due as reflected on the March 11, 2024 billing statement; payment received on March 16, 2024; billing correction adjustment credit; prorate credit for taxes, fees and other charges. ************ is advised to return the internet modem and Xumo streaming box to prevent unreturned equipment charges. Once the equipment has been returned a refund will be processed to the checking account ending in 9778. Please be advised the billing on this account was accurate at that time. 
  
  Our records indicate that a video converter was delivered to ************ on December 17, 2023 instead of a streaming box. The following equipment were returned on February 10, 2024: video equipment with serial number ending in ****; and video equipment with serial number ending in 9510. The monthly rental charges were removed effective February 10, 2024. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
   
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
   
  Sincerely,
   
  ********** 
  Executive Customer Relations
  

• Initial Complaint

  Date:03/07/2024

  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.

  Predatory, unauthorized charge on our account. Our internet went out one day. We called Xfinity to try and diagnose the problem. They said they would send someone over to take a look. No one EVER said that it would cost $100 to send someone over. The technician did literally nothing because there was nothing he could do because it turned out to be a general outage that somehow xfinity couldn't tell when we called. He wrote and submitted notes about his visit that we have no access to that Xfinity say confirms it as a legitimate charge. Again, he did nothing, there was nothing he could do, and we were never told that this visit would to fix THEIR service would garner an extra charge to our bill of $100. We would not have agreed to have him come out if we knew that is what it would cost to have him come out to fix THEIR service, let alone come out and fix nothing. The lack of transparency about this charge is predatory and feels criminal. The customer service representative was either unwilling or unable to remove the fee but did give us a $60 credit off our $65 internet bill. This means we are still paying over $40 (including taxes and additional fees) for a service fee we were not made aware of and would not have authorized and did not actually receive any service from beyond an unhelpful visit.

  Business Response

  Date: 03/13/2024

  March 13, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *************************
              *************************************
              Felton, CA *****
  
                Case Number:                    ********
              Date of Notice:             March 7, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On March 8, 2024, I spoke with *************** regarding a billing related concern. Our records indicate that a credit was applied to the account on March 7, 2024, for partial cost of a previous service call fee. On March 8, 2024, I applied an additional credit to cover the remaining amount of the service call fee. These credits will reflect on the March 13, 2024, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  ********************
  Customer Executive Relations
  

  Customer Answer

  Date: 03/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate the company's effort to resolve this matter.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/04/2024

  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.

  Cancelled with Xfinity as I was moving. Gave plenty of notice per their policy. Moved out of my apartment on February 8th. However, Xfinity took it upon themselves to charge me for a full months amount. I have reached out to Xfinity multiple times to remedy and have the amount refunded. They owe $95 and their agents have confirmed this. However I am told I have to wait over a month for funds to be applied which is unacceptable as they should have not overcharged in the first place and can easily apply a refund the same day.

  Business Response

  Date: 03/18/2024

  March 18,2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *********************
              *****************************************
              Folsom, CA *****
  
              Case Number:              ********
              Date of Notice:             March 3, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Upon receipt of the complaint and account review was completed. Our records reflect on January 18, 2023, a disconnection order was entered with a disconnection date of January 31, 2024. On January 31, 2024, **. ******** service was disconnected as ordered. The January 22, 2024, billing statement for ******* from January 27, 2024, through February 26, 2024. On February 18, 2024, a payment was credited to the account which brought the account to a credit balance due to the disconnection of service on January 31, 2024.
  
  Per Comcast policy, if the customer is owed a refund because of an overpayment or credit balance on a disconnected account, the refund will be applied to the last payment method on file, if eligible. The last payment method was used within 45 days of the refund processing date, and the refund amount is less than or equal to the last payment amount. Refunds should be applied to the account within 30 days of the final billing statement.
  
  On March 5, 2024, I spoke with **. ******* and advised him that his account was disconnected as requested on January 31, 2024, and I went over his payment history. I discussed with **. ****** Comcasts refund timeframe for disconnected accounts. On March 5, 2024, I opened a ticket with Comcasts Payment Services Team and escalated **. ******s refund. I advised **. ****** that on March 5, 2024, a refund was credited back to his card on file, and he should receive that in 3-5 business days.
  
  On March 14, 2024, I spoke with **. ****** and confirmed that he received the refund. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************
  
  Sincerely,
  
  ****** *
  Elite Customer Experience Case Manager

• Initial Complaint

  Date:02/27/2024

  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 wish to file a formal complaint against Comcast/Xfinity regarding ongoing issues with missing discounts, false promises by customer service agents, and unresolved billing discrepancies. Despite repeated attempts to address the issue, the problem persists, resulting in increased frustration and financial inconvenience. 1. Deal Details and Promised Credits: Upon signing up for Xfinity internet service, I was promised discounts and credits as part of a bundled deal. Specifically, I was offered a discount of $20 per month for a specified duration. However, these credits were not applied consistently to my monthly bills as promised. 2. Ongoing Issue with Missing Discounts: Since the inception of my service, I have consistently encountered missing discounts on my monthly bills. Despite raising this issue with multiple customer service agents, the problem remains unresolved. The missing credits have resulted in higher-than-expected bills and financial strain. 3. False Promises and Delay: Customer service agents repeatedly assured me that the issue would be addressed promptly. The delay in resolving the issue has caused significant inconvenience and frustration. 4. Frustration with Agents: Throughout my interactions with Xfinity's customer service agents, I have expressed frustration over the lack of clarity, inconsistent responses, and unprofessional behavior. Despite this, the issue has not been adequately addressed, exacerbating my dissatisfaction with the company's service. 5. Issue Remains Unresolved: Despite assurances from agents that tickets were created and escalated, the problem persists, and the promised credits have yet to be applied to my account. As a result, my monthly bills continue to reflect the missing discounts. In light of the ongoing issue, I urge Comcast/Xfinity to take immediate action to rectify the situation.

  Business Response

  Date: 03/18/2024

  March 18, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ******* **
              *********************************************
              San Ramon, California *****
  
              Case Number:              ********
              Date of Notice:             February 28, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ** regarding Xfinity service.
  
  On March 5, 2024, I spoke with account manager ****************** regarding a billing concern. Our records indicate that on December 4, 2022, consent was accepted via text message to the 12-month contractual agreement for Connect Internet at a discounted promotional rate. The rate was effective from December 4, 2022, through December 3, 2023.In addition, ****************** did receive an Autopay and Paperless Billing discount by utilizing a checking account.
  
  If Xfinity Mobile service was activated within 90 days, they would be eligible for an additional monthly multi-product discount for 12 months if signing up for Xfinity mobile with Unlimited Data. Xfinity Mobile services were activated within 90 days; however, the multi product discount did not appear on the account.
  
  A credit was applied on March 5, 2024, to accommodate for the promotion. This was reflected on the March 9, 2024 billing statement. I apologized any inconvenience that may have been caused while attempting to resolve this matter. 
  

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

  Customer Answer

  Date: 03/22/2024

  Dear BBB Support Team,
  
  I wanted to express my gratitude for your assistance in resolving my complaint (ID: ********* with Xfinity. Your intervention has been invaluable in reaching a favorable outcome.
  I have reviewed the response provided by the business, and I am pleased to confirm that their resolution is satisfactory to me.
  
  ****, an executive customer representative promptly contacted us to address all the issues we encountered.
  They acknowledged the errors on their end, credited back all additional charges, and closed the account as requested.
  We are now eagerly awaiting the arrival of the refund check, with the expected delivery by the second week of April.
  
  I would like to extend my appreciation to **** from Xfinity for his diligent efforts in investigating the matter and ensuring a swift resolution.
  

  Thank you for your assistance and dedication to consumer advocacy.
  

  ******* **
  

• Initial Complaint

  Date:02/21/2024

  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.

  Once again I have spent 20 minutes trying to get help from Comcast customer service, absolutely cannot get past the automated "wall". I tried to log in and pay my bill, I received a message on my screen "access denied"? Yes I was logged pass word etc. ????? I then attempted to secure assistance from customer service. I tried the app as suggested by Comcast management, got a message that I will be contacted in THREE hours, This is the service I get for $217.00 a month? Every time I file a complaint I receive a call from Comcast senior management assuring me the problem with reaching customer service has been addressed?????????? I can't even pay my BILL. If Comcast management disagrees with this complaint please check your phone logs before responding with yet another promise to "fix" the problem, try accessing your customer service. this is the third complaint concerning the same issue.

  Business Response

  Date: 03/07/2024

  March 6, 2024
   
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*********************
  *******************************
  Los Lunas, NM *****
  
  Case Number:********
  Date of Notice:February 21, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and email. Unfortunately, my attempts were unsuccessful. Our records indicate **************** has an active username and password on his account ending in ****. Primary users can reset their passwords at xfinity.com/password with their Xfinity ID. They can also reset their password on their home network if they don't have a verification method set up.
  
  There are many convenient ways for customers to pay their Xfinity bill. Regardless of the status of the services at their address, they can sign into their Xfinity account to view and pay their bill online. They can also chat with Xfinity Assistant or use the Xfinity app for mobile devices, which now accepts ***** Pay. Customers can also say “Pay my bill” into their Xfinity Voice Remote to open their account and pay on Xfinity X1. Customers may also call us at 1-800-xfinity and follow the automated prompts to pay using an ******** *******, ********, ********** or **** credit or debit card or an ACH transfer from a valid savings or checking account with a U.S. bank. 
  
  Customers also have the option to mail a check drawn on a valid U.S. bank account or a cashier’s check issued by a valid U.S. bank. The payment should include the insert included in their Xfinity bill. They may also visit a Xfinity Retail Store to pay using one of our Xfinity self-service kiosks, which accept the payment methods listed above, plus cash and traveler’s checks. To find the closest store, including hours of operation, visit our Find a Xfinity Retail Store locator. They may also visit a ******* ***** Quick Collect location to pay by money order. These are the only payment methods we accept. We don’t accept any other payment methods.
  
  To resolve this matter or to address any additional concerns, contact with **************** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  **************** 
  Executive Customer Relations 
  

• Initial Complaint

  Date:02/19/2024

  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 have bundled Xfinity Internet and Mobile service for the past 4 years and have an Xfinity internet plan of 800 mbps with 2 years agreement on my spouse name for the bill amount of $35 including tax. Starting Feb 2024 the internet 2 year agreement plan on my spouse's name comes to end and there will be an increase in the bill from $35 to $106 on the new plan in total. For the new customer the same internet plan remains $35 in total and they said this internet 2 year agreement plan is not applicable to the existing customers. Now I would like to apply on my name with a 2-year agreement plan for the internet and mobile service to stay with Xfinity for the same bill amount of $35 including tax.

  Business Response

  Date: 03/01/2024

  March 1, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  TX *****
  
  Case Number:********
  Date of Notice:February 20,2024
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 21, I spoke with ***********************, an authorized user on the account of *******************************, to discuss their billing concern. On January 18, 2022, **************** accepted a 24-month promotion for Superfast Internet effective January 18, 2022 to February 11, 2024, at which time the standard retail rates were applied. The promotional rate also included xFi Complete at a 24-month promotional rate which began on January 18, 2022, and ended on February 11, 2024, at which time the standard retail rate was applied. The plan included a 24-month mobile discount which began on January 18, 2022 and ended on February 21, 2024.
  
  During our conversation, I provided **. ********** with the different package options available to them to better meet their needs. However, he declined to make any changes to the account at that time. Subsequently, on February 28, 2024, **************** removed xFi Complete and accepted a 12-month contractual promotion for Superfast Internet effective February 28, 2024 to March 11, 2025. When the promotion expires regular rates will apply. Equipment, taxes, and fees are extra and subject to change. The account also receives a monthly self-service discount with maintained enrollment in paperless billing and automatic payments, as well as a monthly Xfinity Mobile discount for the next 12 months starting February 28, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ****************
  Elite Customer Experience Case Manager
  

  Customer Answer

  Date: 03/01/2024

  [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:02/14/2024

  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 have a set plan for $55/mo. Received March bill and its nearly doubled without any explanation. I have canceled autopay but unable to remove my credit card. Xfinity claim its attached to a mobile account. The problem is, I don't have a mobile account. This seems highly suspicious and wreaks of a scam. I attempted to call Xfinity however there automated system wouldn't allow me to speak to a human. Extremely poor customer service.

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***********************
              **** **** *****
              Decatur, GA *****
  
                Case Number:                    ********
              Date of Notice:             February 14, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Comcast's records indicate **************** placed an order for two Bring Your Own Device SIM cards and associated Xfinity Mobile services on February 13, 2023.Unfortunately, these lines could not be activated due to incorrect carrier information being provided on the port-in requests for the phone numbers. *************** elected not to activate the lines, however, in accordance with the Xfinity mobile Customer Agreement, billing for the lines started on February 20, 2023. On April 21, 2023, I spoke with **************** and finalized the account, leaving it closed with no balances or pending charges.
  
  Xfinity Mobile subscribers are required to utilize automatic payments for their monthly billing. The removal of the stored payment information is available upon request for closed accounts. On February 19, 2024, I spoke with **************** and removed her stored payment information.
  
  After a review of the account, no compensation is warranted on this residential account, and no credit has been applied. Comcast records indicate that on February 13, 2023, **************** accepted, via text message, a 12-month promotional offer for Fast internet at a rate of 92.00 per month for 12 months from February 13,2023 to February 15, 2024, and xFi Complete at no additional cost for 12 months from February 13, 2023 to February 15, 2024, after which retail rates apply. As part of this promotional offer, **************** received a discount of 27.00 for 12 months from February 13, 2023 to February 15, 2024, then a 12.00 discount for 12 months from February 16, 2024 to February 15, 2025, after which retail rates apply.\.
  
  On the December 12, 2023, billing statement, **************** received notice of rate increases that went into effect on December 18, 2023. **************** subscribes to Fast Internet, which is now $96.00 per month, though **************** will not see this price increase until February 15, 2025. A member of our Executive Customer Resolutions team spoke with **************** and provided a full billing explanation. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  **************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:02/13/2024

  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 is my internet provider. I have not had internet since Monday, February 5th, 2024. I tried several times to contact Xfinity, but they did not explain what is going on and keep repeating that it is an “outage”, and that it will be fixed “as soon as possible”. It is still not fixed after 10 days. I am a disabled person and I need the internet to contact the outside world. In addition, I cannot access my finances and cannot fill out the FAFSA form for my daughter.

  Business Response

  Date: 02/22/2024

  February 22, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:   *************************
          *******************************************
          Hallandale Beach, FL *****
  
          Case Number:   ********
          Date of Notice:   February 14, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I attempted to contact ************************* via telephone and email several times; however, my attempts were unsuccessful. Our records indicate that on February 14, 2024, a repair representative reviewed ****************** account and determined the modem was in an inactive status, which prevented internet access. 
  The representative reprovisioned the modem and corrected the bootfile for the level of internet service. I verified that all Comcast equipment is within necessary signal level specifications. 
  
  On February 20, 2024,  a credit was applied to ****************** account to compensate for service interruptions. The credit will reflect on the billing statement dated March 1, 2024. 
  
  If ************************* is experiencing service interruptions contact is necessary to further troubleshoot or schedule an in-home service visit to further investigate. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations 
  

• Initial Complaint

  Date:02/13/2024

  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.

  In January or February of 2023 I made a payment of more than $1200 with a representative in order to settle the debt owed to xfinity due to missing devices. This resulted in a $0 balance showing in xfinity account as well as the removal of the debt from my credit report. I requested a settlement letter, but it was never received. I also reached out to xfinity a month or 2 ago for this same letter; in which a representative confirmed my mailing information and said it will be sent in the mail. As of now, I am being harassed by creditors for this same debt with the same reason for it being owed, and my previous xfinity account shows the amount of $800+. Reach out to me so that this can be cleared up. Review call, and provide the settlement letter. Acct#**********

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103

  Re:       ***********************
              *** **************
              Locust, NC *****
  
                Case Number:                    ********
                Date of Notice:             February 14, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  On February 15, 2024, I spoke with ************** regarding his Xfinity Mobile concerns. On May 11, 2020, ************* purchased an ***** ****** 11 Pro under a 24-month payment plan. On August 20, 2022, ************** purchased a ******* ****** **** 20 ***** under a 24-month payment plan. On November 25, 2020, the ***** ****** 11 Pro was ceased. On December 3, 2020, the ******* ****** **** 20 Ultra was ceased. When a line is ceased with an active device payment plan established the customer is responsible for any remaining device payments. ************** did not make any payments toward the November 14, 2020, to July 14, 2022, bill cycles causing a past-due balance. On January 14, 2023, the account was written off to an outside collection agency. On March 15, 2023, a partial payment was made toward the past-due balance leaving a remaining balance. On February 15, 2024, as a courtesy a credit was applied to the account bringing the account to a zero balance and removing it from a collection status. On February 15, 2024, the collection agency was notified the debt was removed. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this 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
  ************** Extension *******