Business Profile
Internet Providers
Comcast CorporationHeadquarters
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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
- 28,196 total complaints in the last 3 years.
- 9,127 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/29/2024
Type:Customer Service IssuesStatus: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 charged $1252 by Comcast Xfinity Mobile for my wireless service plan after signing up on July 5, ************************************************************* the ***********. When I got my first month's bill for the incorrect amount, they explained that I was put on the wrong plan. I went into the physical store in ************, ** and the store support team called the Xfinity phone billing department to try to resolve the issue, but they said there was nothing they could do about it. I asked them to go back and review the recordings from the phone support conversations. They said that they would document that my daughter and I were put on the wrong plan in error, that I should have only been charged $30 per line for unlimited voice and text data. I've been calling to dispute the charges since August and have not been able to talk to anyone within the ** that speaks clear and accurate English, who cares about my issue, and who can help get my money back. I requested today, as well as last month for a refund for the money that I have paid towards the incorrect charges as they kept threatening to suspend my service if I did not pay. They put me on a payment plan but I refuse to pay for their mistakes. They are criminal and taking people's money and don't care about their customers. I would like the $650 that I have already paid them, and would like to get my service back for me and my daughter and our original phone numbers back. I do NOT recommend anyone sign up for Xfinity. This is a terrible company with horrible ethics and customer service.Business Response
Date: 05/07/2024
May 7, 2024
BBB of ******************* & ********************
******************************************************************************************************************************************
Re: *********************************
******************
************, ** 94928
Case Number: 21641485
Date of Notice: April 29, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity Mobile service.
On May 1, 2024, I spoke with ***************** regarding her Xfinity Mobile concern. On June 30, 2023, our records confirm that ****************** ordered two free sim cards for two Apple iPhone 12s as a Bring Your Own Devices (BYOD), on the One GB *********** plan. The sim cards were delivered on July 7, 2023, and activated on July 13, 2024.
For the billing period July 7, 2023, through August 6, 2023, a total of 45.1 GB of data was used, resulting in additional shared data charges on the August 7, 2023, invoice. Xfinity Mobile customers can view their data usage via the Xfinity Mobile App and website. It may take up to 6 hours to refresh their data usage. We also send an email and push notifications when customers use 50%, 80%, and 100% of the allocation.
As a one-time courtesy a credit was offered to ****************** for the mobile data overages. ****************** accepted this offer on May 1, 2024, and requested the number transfer pin to port her services to another carrier. The number transfer pin was provided to ****************** as requested. A credit was applied to the Xfinity Mobile account on May 1, 2024. This credit will be applied to the invoice dated May 7, 2024.
The Xfinity Mobile account is disconnected with no remaining balance owed. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
********
Xfinity Mobile Specialist, Tier 2Initial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus: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 Xfinity mobile account has been sent to collections. I do not believe I owe any money and when I call customer service I am told that my bill is up to date. Collections continues to call and harass me though they too do not know what the money is for. I've been told by the collections department that I need to sort it out with customer service. I was told by customer service that they sorted it out with collections which appears to be a lie. If my account is with collections my credit score may be affected. If it is I will initiate a lawsuit. Xfinity needs to sort it out ASAP.Business Response
Date: 05/22/2024
May 22,2024
BBB of ******************* & ********************
******************************************************************************************************************************************
Re: *********************
707 Troon Court
*********, ** 95747
Case Number: 21641435
Date of Notice: April 29, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
On April 5, 2024, ************ contacted Xfinity Mobile inquiring about upgrading his device as he had damaged the current one. The agent educated ************ about his upgrade options and advised him that he would be eligible after paying off the remaining balance on his current device. On April 8, 2024, Mr. ***** device payment plan was accelerated, and he made a payment to clear the remaining device balance. On this same day, ************ requested a refund for the device payment. An ********************** supervisor approved the refund request on April 8,2024. As a result, his account became past due.
On May 3, 2024, I applied a one-time courtesy credit to clear the past due balance on the account. On May 8, 2024, an email was sent to ************ advising the account is now in good standing and is no longer past due.
Should you have any questions or need additional information, please contact me at ********************************.
Sincerely,
**************
Xfinity Mobile SpecialistInitial Complaint
Date:04/29/2024
Type:Product IssuesStatus: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.
attempted to recover a $2000+ from vendor using support phone numbers Nov 2023, never received refund. new attempts Jan, Feb, Mar, Apr with no success. the refund has been handed of to the refunds vendors and i have a login but unable to complete the login because the verification email does not arrive. refund group has used their own email addressed in an attempt to "work-around" the issue but they too are not successful. I currently have another case open with the refund group, cas6651594zz5l7s0. if that case is real it should contain the details of my account and the issue we are trying to resolve. bottom line, i can't not access the xfinity refund account to manage my refund.today 4/29/2024 i attempted again, ***** (BS name) again wanted to have the verification email be sent to him rather than getting it to work for me. but again he too did not receive the email. he opened a support case listed above and told he he would call me back in 2-5 day (2-5 DAYS, WTF!!!). i am aware that Xfinity changed who they refund money but the system they have established chalk full of holes, is not secure and not working. i don't want a gift card i want a check like every other major US vendor. my refund token is FD63-45C3AD-9F44 un able to log into to xfinity refund account (different that the home/business account log in) because i don't receive the verification email to complete log in. again this has been an ongoing issues since Nov 2024. i have wasted countless hours on the phone 52 minutes just to be told again that it is being escalated and that i will hear back in 2-5 days by, in this case *****. I don't have any supporting documents because i can no longer view my credit on my bill.Business Response
Date: 05/07/2024
May 7, 2024
BBB of ******************* & ********************
**************************************************************************************************************************************
Re: Tarso Werlang
**************
**********************************-1672
Case Number:21641397
Date of Notice:April 29, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************* regarding his XFINITY service.
Upon receipt of this complaint a payment account review was completed. ****************** has historically always overpaid his monthly billing statements by making three payments per month resulting in an increasing credit balance being carried month over month. On March 8, 2024, ****************** requested a refund for the credit balance on his account. On March 26, 2024, Comcast returned 15 payments Mr. ******** **** however the remaining credit was issued as a i**** card on March 22, 2024, and redeemed on April 6, 2024.
Due to system issues with ****************** being unable to identify the payment method for his refund, a **** Card for the balance was issued. On May 5, 2024, I spoke with ****************** who confirmed he received all credits except for one very small credit, and he is aware the small credit remains on his account. ****************** is aware not to continue to overpay his monthly statement.
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 of this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****************
Executive Response TeamInitial Complaint
Date:04/29/2024
Type:Product IssuesStatus: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 moved. During this time, I kept service at two different addresses. My old address and my new address. When I was ready to disconnect service, I contacted Xfinity. I also had one of their technicians set me up at my new home. I first received a request to return the XB6 Internet Gateway which is correct. I returned this item and it was received. Delivery proof attached. However, I recently received a 2nd request to return different equipment. The item I just returned and an additional piece of equipment (4K Cable Converter Wifi). The Cable converter was installed in my new home by their tech. It is not being returned. However, call, after call, after call. Trying to explain this to their customer service department is like pulling teeth. They can't comprehend this and I am being penalized for their ineptness. Please step in and assist. Proof of everything is attached. Thank you.Business Response
Date: 05/13/2024
May 13, 2024
BBB of ******************* & ********************
******************************************************************************************************************************************
Re: *******************************
**************** Drive
****,** 77449
Case Number: 21641097
Date of Notice: April 29, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
On May 10, 2024, I spoke with ********************** regarding equipment charges. Our records indicate that the equipment was returned on April 17, 2024,and the associated charges were removed from the account as of May 9, 2024, for account ending in 9912. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
********************
Executive Customer RelationsInitial Complaint
Date:04/29/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Xfinity mobile made a promise to give me a lower rate from consumer cellular in February from $20.00 a month to $15.00 a month.One month later they increased my rate to $20.00. There was no point in switching services. That call with xfinity mobile is on the same level as a scam call. I've contacted the *** with this complaint and they sent the complaint to xfinity complaint department but I can't get a return call from them. My account #********** and the *** ticket #*******. I would like to get the rate that was promised for a reasonable amount of time before an increase in rates.Business Response
Date: 05/02/2024
May 2, 2024
BBB of ******************* & ********************
************************************************************************************************************************************
Re: *****************************
************************, Apartment 400
*************, CA 94040
Case Number: 21641068
Date of Notice: April 29, 2024
Dear Sir/*****:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
Customers receive advance notice of rate increases prior to the effective date. ****************** was notified of the rate increases for the By the ******** via email on March 28, 2024, which will take effect on May 1, 2024. Customers can also check for changes to their billing using the Xfinity App and checking their account on xfinity.com. I apologized for any inconvenience or frustration he may have experienced.
On April 29, 2024, I spoke with ***************** regarding a billing concern. Our records indicate ****************** started service with Xfinity Mobile on February 27,2024, with one line of service on the By the Gig plan.
On February 27, 2024, ***************** purchased a ****** Pixel 8 device on a device payment plan for 24 months. I explained to ****************** at the time of his initial order, he was charged the full amount of the tax on the device, due to the taxes not included in the monthly device payment plan.
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,
**************
XM Executive ResolutionsCustomer Answer
Date: 05/02/2024
The letter from xfinity is ignoring the fact that when I switched from consumer cellular information that prices were going up was hidden from me when they knew back in January that prices were going up. The offer of $15.00 a month was going up in May. That was withheld from me to entice me to switch from consumer cellular in February. ***** is trying to make it look like I was already a customer of ********************. My monthly fee at consumer cellular was $20.00 a month so there was no need to switch. The phone that was offered was the gimmick to put me on the hook for two years. When I told ***** that there was no point in switching if the price will be the same two months later, she said that if I didn't like it just pay for the phone and go back to consumer cellular. Now I'm told that things could change at any time according to the whims of xfinity. I'm just looking for some kind of certainty without prices getting out of my control.Initial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus: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.
At least once a week I have to reboot the modem as it just disconnects everything from the internet. I have mentioned this numerous times over the last 4 years on different occasions. I have even decreased what services I have with Xfinity as they are not helpful except to say go to the store. I remember having actual physical customer service and people would come out to my house to figure it out. I would like some kind of credit for years of inconvenience with having Xfinity.Business Response
Date: 05/07/2024
May 7, 2024
BBB of ******************* & ********************
********************************************************************************************************************************************
Re:*************************
*************************
********************
Case Number:21641044
Date of Notice:April 29, 2024
Dear Sir/Madam:
This ****** 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 e-mail several times; however, my attempts were unsuccessful. Signal levels to the home are within the proper specifications. To resolve this matter, contact with ****************** is necessary. Due to our inability to troubleshoot, the request for compensation is respectfully declined. 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 **************.
Sincerely,
********************
Executive Customer RelationsInitial Complaint
Date:04/29/2024
Type:Sales and Advertising IssuesStatus: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.
Im having issue with comcast business internet I been with the company over 6 years recently we had a lot of on and off and slow speed internet so I got tired of this service I switched to ******* now comcast trying to charge me over 800$ in early termination fee for a service that I wasnt gettingBusiness Response
Date: 05/06/2024
May 6, 2024
BBB of ******************* & ********************
********************************************************************************************************************************************
Re:***************
, ********
Case Number:21641019
Date of Notice:April 29, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Comcast Business service.
On April 30, 2024, I was able to correspond with ****************** via email regarding his concerns. I advised him his modem was offline which prevented from confirming any service-related issues. Our records also confirmed the service appointment scheduled on April 20, 2024; the service technician found no cause.
In addition, ****************** Voluntary Disconnect Request was signed and received on April 29, 2024. I was able to process his request and disconnected the services on April 30, 2024.
Subsequently, upon review of the account, the decision was made to waive the early termination fees associated and 30-day notice associated with the cancellation of the account on April 30, 2024.
****************** has been advised he will not see an Early Termination fee reflected on his final statement dated May 30, 2024.
The account was disconnected on April 30, 2024 with a billing stop date of April 29, 2024. The May 1, 2024 billing statement reflected on the account disconnection along with credit from April 19, 2024 for a final credit balance.
If it's not possible to issue a refund to the last payment method on file, there are two possible customer experience options based on the verified email address.
Verified Email Address on File
oAn email is sent.
No Verified Email Address
A physical prepaid card is mailed through ***** They should expect to receive it within seven to 15 business days.
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,
Faith B.
Executive Customer RelationsInitial Complaint
Date:04/29/2024
Type:Customer Service IssuesStatus: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 previously spoke with a representative and they sent my arrangement for April 30. My monthly bill is suppose to be $9.95 and I am being over charged. When I called on today Mr. **** was rude and refused to allow me to speak with a supervisor and ended the call. My services were disconnected a day early and xfinity customer service is beyond poor in getting this issue resolved. I have called several times.Business Response
Date: 05/15/2024
May 15, 2024
BBB of ******************* & ********************
******************************************************************************************************************************************
Re: Case Number: 21640976
Date of Notice: April 29, 2024
*************************
TN 38115
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
On May 1, 2024, I spoke with ************** regarding a billing concern. Our records reflect that on February 14, 2023, ************** was enrolled in Internet Essentials Plus at the retail rate. On October 7, 2023,the service was downgraded to Internet Essentials at the retail rate, which reflected on the October 15, 2023, billing statement. On April 12, 2024, *************** account was placed in soft disconnection due to a past due balance. On April 12, 2024, the services were reactivated after ************** accepted a payment arrangement to be processed on April 28, 2024, using the stored *****
On April 19, 2024, the account was placed in a soft disconnection by the collections team due to the age of the delinquent balance. On April 20, 2024,the service was reactivated without payment. On April 28, 2024, the payment method provided ************** for the payment arrangement failed to process due to credit floor or insufficient funds in the account. On April 29, 2024, the account was placed in a soft disconnection. On April 30, 2024, ************** attempted to make a payment which was declined due to credit floor or insufficient funds in the account. On April 30, 2024, ************** made a successful payment towards the past due balance and the account was reactivated.
A reactivation fee is applied when an account is restored from a soft disconnection. On April 14, 2024, a reactivation fee was applied after the account was restored on April 12, 2024,and reflected on the April 15, 2024, billing statement. On April 22, 2024, and May 2, 2024, reactivation fees were applied after the account was restored on April 20, 2024, and April 30, 2024, respectively. On May 6, 2024, a courtesy credit was applied to waive all three reactivation fees. The fees and credit reflected on the May 15, 2024, billing statement. On May 15, 2024, I emailed ************** the resolution and provided the current balance of the account. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
**************
Executive Customer RelationsCustomer Answer
Date: 05/17/2024
[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: 21640976
I am rejecting this response because: The plan I requested was the $9.95 and the representative did not sign me up for the plan initially. Xfinity tries to make it appear as if I intentionally tried not to pay my bill when I called multiple times and received no resolution.
Regards,
***************************Initial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus: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.
CAUTION DO NOT USE XFINITY MOBILE! I spoke with a customer service agent that told me that they still charge mobile data while your phone is connected to wifi. You have to manually go through the phone and disconnect the mobile data completely for this to supposedly not happen. This phone has been at home and connected to Xfinity Wifi 99.9% of the time with no recent outages at all. They have an unlimited plan for $45 a month and they are charging false overage use all the way to $150 plus the regular charges. The first month they told me this was happening and I turned the mobile data completely off and they still charged $135 plus regular fees the next month. I canceled my plan and they didn't process the request and charged me additional for the next day as well. They will not care that there is a clear IT issue or system error, and will tell you the charges are valid. DO NOT SUPPORT THIS COMPANY BY ALL MEANS! #classactionlawsuitBusiness Response
Date: 05/10/2024
May 10, 2024
BBB of ******************* & ********************
************************************************************************************************************************************
Re: *********************
MI 48038
Case Number: 21640817
Date of Notice: April 29, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
On April 30, 2024, I spoke to ************** regarding their Xfinity Mobile concerns. On February 5, 2024, ************* first established service with Xfinity Mobile with the purchase of a ******** moto g power 5G, IMEI ending in 9159 for telephone number ending in 1204. The device was subscribed to the By the ******** Plan for 1GB. On the billing statement for February 8 March 7, 2024, ************** incurred data overage charges for exceeding 1GB by 7.36 GB. On the billing statement for March 8 April 7, 2024, ************** incurred data overage charges for exceeding 1GB by 8.97 GB. The total amount due for the billed services and overages was automatically deducted from the payment method on file on April 28, 2024.
On April 8, 2024, our records reflect that ************** contacted Xfinity Mobile regarding the overages and was advised that the issue would be further investigated. On April 29, 2024, a voluntary disconnection of service was completed as requested on the Xfinity Mobile account. On May 8, 2024, the billing statement for subscribed services from April 8 May 7, 2024, was generated as Xfinity Mobile bills in arrears for services. This billing statement included data overage charges incurred for exceeding the 1GB data plan by 2.6 GB.
On May 7, 2024, a refund was requested to go back to the payment method on file for the data overages incurred on the February 8 March 7, 2024, billing statement and the March 8 April 7, 2024, billing statement. The normal timeframe for the refund to process back to the payment method on file is 1-3 days, depending on the financial institution. Xfinity Mobile records indicate that the request refunded back to the payment method on file on May 10, 2024. On May 7, 2024, an additional credit for overages incurred for the April 8 May 7, 2024, billing statement was applied to the account. On May 10, 2024, ************** confirmed receipt of the refund. I apologize 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,
******************
XM Executive ResolutionsInitial Complaint
Date:04/29/2024
Type:Sales and Advertising IssuesStatus: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.
November 2nd to December 2nd last year And March 9th to April 6th of 2024 we went to a condo we bought in ********************. We never left the island. It's included in our unlimited call text and data plan. They keep charging our credit cards for roaming and global travel pass. Every time I talked to them they tell me they will escalate it and get back to me in ***** hrs. This has been going on since last December. I want to be credited back all the charges that are not part of my normal bill. All phone conversations are supposed to be recorded. The last time I spoke with them on the 19th of April someone saying they were from Xfinity called me back and tried putting fraudulent charges on my credit card. I had to cancel all of our credit cards and purchase fraud protection. I believe who ever I spoke to gave my information out. Because they had all the information of our conversation along with account numbers and balances for credit.Business Response
Date: 05/17/2024
May 17, 2024
Attn: Complaint Department
Better Business Bureau
1880 **************************************************************************************************************************************
Re: ***********************
8 Chase Cres
********, MA 01860
File Number: 21640479
Date of Notice: April 29, 2024
Dear Sir or Madam:
This letter responds to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
Upon receipt of this complaint, Comcast conducted an investigation into the concerns raised by ****************. Comcast has determined that there was no unauthorized access to Mr. ******* Xfinity online account. ******************** was unable to substantiate the concerns raised by **************** in his complaint.
Xfinity Mobile spoke to **************** on May 3, 2024, and advised that the account and charges would be researched with a resolution to be provided by May 7, 2024.**************** requested future contact be done by email. Xfinity Mobile sent *************** an email on May 7, 2024, advising that the charges are valid as the usage was found to have been through a British Virgin Island cellular provider.Xfinity Mobile provided the steps to avoid connecting to *************************** while in ****************. Xfinity Mobile offered to apply courtesy credits and refunds for the previous international roaming charges. On May 9,2024, **************** agreed to the resolution and requested the refunds/credits be processed as offered. On May 10, 2024, Xfinity Mobile processed refunds. Also on May 10, 2024, Xfinity Mobile applied immediate credits of to remove the refund balances created as well as a credit to remove the payment due May 11,2024. Depending on the bank, the refunds may take 1-5 days to reflect back into the debit/credit card accounts.
On May 9, 2024, a Comcast ***************** Assurance technician contacted *************************** to discuss his concerns. and apologize for the inconvenience or frustration he experienced. [The technician advised **************** about the need to secure his own network. and (if not already enrolled) recommended that he enroll in two-factor verification[1] to add another layer of security to his account. The technician advised **************** of the above information. The technician advised **************** the Comcast Privacy Policy can be found online at www.xfinity.com/privacy. The technician provided their direct contact information so **************** can contact them with any further questions or concerns.
We apologize for any inconvenience **************** may have experienced while attempting to resolve his concerns. We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
Sincerely,
***************** Assurance
************
[1] More information is available at: ********************************************************************************Customer Answer
Date: 05/22/2024
Please be advised Comcast / Xfinity has not been straight forward with the BBB.
They refunded me almost $1200 of over charges.
I did not see an email from the BBB in regards to their response.
Thank you for help in this matter .
I strongly believe had I not contacted you I would not have reached this resolution.
Thank you again for your time
**********************;
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