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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

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:04/26/2024

  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 signed up for Xfinity in September. I signed up because I was told there was a discount for families on financial assistance which I am. I was told the discount only took off a certain amount of money , I believe 30 dollars. Then I was informed that if I got Xfinity mobile and set up auto pay for both accounts, I would pay a total of 0 dollars for home Wi-Fi and 45 dollars a month for mobile . I paid all activation fees and cancelled my old phone service . I was told it would take a few days to receive my phone number to activate my mobile , as soon as I got it , I activated the account . i have never been late with my mobile payment. I went to pick up my free equipment, the representative in the store did not understand why it was free until he viewed the account for 30 minutes . I then saw my account was being charged for Wi-Fi, I went in store and the representative did not understand how i shouldve only been paying 0 dollars for home Wi-Fi until looking into the account for an hour, he told me someone should reach out to me to fix the account, no one ever did. I called and a representative told me it was no way I would pay 0 and said someone would call me , they never did . I called again , a representative told me they could get my account discounted 150 dollars and Id only have to pay 50, we got disconnected , it never was applied to the account . I called again the representative understood how it shouldve been 0 dollars , finally, but when she escalated the issue they were only willing to do a 93 dollar credit, it never reflected on my account. I spoke to another representative who says she never saw the escalation but she can get 60 dollars off. The last representative said she would speak to supervisors and listen to my first call to see what happened All in all ,no one has been able to assist me in resolving this issue. I am afraid that I will not receive a call back since this has been my experience thus far with Xfinity. I sadly feel scammed.

  Business Response

  Date: 05/15/2024

  
  May 15, 2024
  
  
  BBB of **************************; ********************
  ********************************************************************************************************************************************
  
  Re:*********************
  ****************, Apartment A
  *********************
  
  File Number:21630162
  Date of Notice:***** 26, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *********************.
  
  The federal government?recently announced that ***** 2024 will be the last month it will fully fund the Affordable Connectivity Program (ACP).  Although ***** is the last fully funded month for ACP, partial funding has been made available for participants in May 2024. Xfinity is pleased to provide customers that are already in enrolled in ACP with Xfinity as of May 1, 2024 with a partial credit of up to $14 (up to $35 in Tribal lands) towards their ACP-eligible service for the last month of the program.  In June, ACP enrolled customers will see the benefit removed from their account, and they will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services. Comcast continues to offer Internet Essentials and Internet Essentials ************ to ACP-eligible customers, which includes all equipment and download speeds of up to 50 Mbps for $9.95/month or download speeds up to 100 Mbps for $29.95/month. Additionally, Comcast has special offers on other Internet plans with even faster speeds and will work with customers to find the right package at the right price.  
  
  On September 3 and 4, 2023, ************** applied and was approved, respectively, to enroll in ACP with Xfinity. On September 5, 2023, a $30 ACP credit was applied to Ms. ****** account, which credit reflected on her October 1, 2023, billing statement. Beginning with her October 1, 2023, billing statement, ************** consistently received an ACP credit each month to date.
  
  
  On ***** 29, 2024, I spoke with ************** to advise of the above information and discuss additional concerns. Our records reflect the account was enrolled in Fast Internet and ****** at the retail rates.  Additionally, the account reflected ******** promotions for ************** and the Internet/Voice equipment rental. The promotions were effective from September 3, 2023, and would have expire on September 2, 2025. Once the promotion expired, the retail rate would apply. 
  
  The account was eligible for an additional Xfinity Mobile multi-product discount for 24 months with activation of a Xfinity Mobile ************** line. Activation of the Xfinity Mobile line was required within 90 days of the service order date of September 3, 2023. 
  
  On September 16, 2023, a Xfinity Mobile line was activated. Inadvertently, the multi-product discount was not added to the account until November 8, 2023. On May 8, 2024, a credit for the multi-product discount was applied to the account, which will reflect on her June 6, 2024, billing statement.
  
  At Ms. ****** request, her residential service account was disconnected on May 6, 2024, with an effective stop bill date of ***** 26, 2024. As a courtesy, a credit was applied to the account on ***** 26, 2024, and will appear on the May 1, 2024, billing statement. 
  
  I am providing a copy of this letter, which includes my contact information, to ************** so that she can contact me with additional questions or concerns.
  
  Sincerely,
  
  
  ***********************
  Comcast Executive Customer Relations
  **************
  

  Customer Answer

  Date: 05/16/2024

  [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: 21630162
  
  I am rejecting this response because:I recently received a statement by mail saying I owe 118 dollars . I had asked for this to be resolved and I would continue with XFINITY home WiFi . Instead no one ever called me back once it was found out that I did pay for Xfinity mobile within the 90 days to receive the discount . (Meaning I never shouldve had to owe anything for home WiFi) also the acp discount ends in June and my service has been disconnected already so that does not apply to this situation . When I spoke on the phone to two different escalation specialist , I was told Id be getting a call back. Instead my services were just cancelled and a bill came in the mail . My concern is my bill will still not reflect a 0 out balance as it should . I was told that the home internet side was not able to see that I made a payment before December , even though I could see it on the mobile app and my bank statement. I was then told that would be confirmed with the mobile side . I then get a call from the mobile side of Xfinity stating they are unsure why the were assigned the call. More of the run around. They were able to see the payment made on time , meaning the discount shouldve been applied, meaning I should not have a payment due from October to November since I paid before the 90 days . Yet Ive still not received clear communication that I dont owe anything . What credit is being applied to the 118 dollar balance that will show on my June statement ? I am still very confused on what has been resolved , if anything . Again no one ever reached back out to me.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *********************
  ,IN 46307
  
  Case Number:               21630162
              Date of Notice:             May 23, 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 ************* several times to discuss all concerns. While my attempts were unsuccessful, our records indicate on May 17, 2024, ************** contacted Comcast to restart services, and on May 17, 2024, she consented to add a promotion for the Fast internet service effective May 17, 2024, through May 16, 2026, with a 24-month agreement effective May 17, 2024 through May 17, 2026. Additional charges include a modem rental at no charge for 24 months, effective May 17, 2024 through May 16, 2026. Monthly charges may be reduced by a monthly discount when signing up for paperless billing and automatic payments. However, records indicate ************** is currently not enrolled in the self-service options and does not receive that discount.
  
  On May 17, 2024, a payment was made to the account shown on the May 17, 2024 billing statement. I will need to speak with ************** directly to address her concerns. 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

• Initial Complaint

  Date:04/26/2024

  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 reached out to Xfinity to resolve an issue with my internet and cable line. On 4/17 a technician came to resolve the issue to no avail, a ticket was put in and someone would call me. On 4/19 a temporary solution was placed and I was told that a technician would be out within the next week. On 4/21 I received a message that within 3 days it would be resolved. On 4/25 my service went out again, I asked for an early next morning( 7:30 am) appointment which I was told after being transferred twice I had received. On 4/26 no one showed up, I called Xfinity and was told that I was given incorrect information and my appointment was later in the day. The agent LIED and went as far as to say they spoke to someone in my city and everything. No urgency to resolve my problem and I have been without proper internet for 10 days! I am EXTREMELY dissatisfied with the lack of concern I received from all but two agents( ******* and ****). I have now been waiting on my birthday for over 5 hours for someone to arrive. I have yet to be able to speak to a supervisor who can help. I am still waiting for a technician to arrive or a returned call from a supervisor

  Business Response

  Date: 05/13/2024

  
  May 13, 2024
  
  
  Better Business Bureau
  *******************************************************************************
  
  Re:       ***************************
              **********************
              **********, ********
  
                Case Number:                    21630093
              Date of Notice:             April 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On April 19, 2024 and April 26, 2024, service visits were scheduled during which time the technician diagnosed and corrected the service issue by replacing the drop connector, ground block, and drop splitter. A job for line burial was also sent to the underground burial team on April 19, 2024. On April 29, 2024,I spoke to ****************** and verified that services are working correctly. On May 9, 2024, our records reflect that the drop cable has been buried.
  
  A service adjustment credit was applied to ******************** account on April 26, 2024 and is reflected on the April 27, 2024 billing statement. An additional service adjustment credit was applied on April 29, 2024 and will reflect on the billing statement dated May 27, 2024. My attempt to follow up with ****************** after completion of the line being buried was not successful.
  
  I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **********
  Executive Customer Relations
  

• Initial Complaint

  Date:04/26/2024

  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 have an unexplained recurring charge from Comcast. I have spent considerable time trying to get this resolved and get the charges refunded and stopped. Comcast reps have been very unhelpful.

  Business Response

  Date: 05/15/2024

  
  May 15, 2024
  
  
  BBB of ******************* & ********************
  *************************************************************************************************************************************************
  
  Re:***********************
  5650 S *********************
  ***************************
  
  Case Number:21629477
  Date of Notice:April 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On May 1, 2024, I spoke with ************** and confirmed the active account ending in 5673 at his current location is subscribed to Gigabit Extra Internet at a promotional rate effective January 21, 2023, through January 31, 2025. Upon expiration of the promotion on February 1, 2025, retail rates will apply. He also subscribes to XFi Complete  on a promotional rate of no charge effective January 21, 2023, through January 31, 2025, after which retail rates will apply. Peacock Premium is included at no charge for 24 months then regular rates will apply if they choose to continue service after the promotion ends on January 31, 2026. The service and package were transferred from his previous location with account number ending in 2482 effective February 1, 2024. ************** receives a monthly discount for his voluntary enrollment in Comcasts Automatic Payment and Paperless Billing options.
  
  Our records reflect that ************** previously had an account ending in 8613 on which he was subscribed to Gigabit Extra and XFi Complete at standard retail rates was placed on a Seasonal Convenience Plan  effective September 1, 2023, though November 30, 2023. Upon exiting the Seasonal Convenience Plan, the original subscription was restored on the account. On March 14, 2024, the account was disconnected. Subsequent attempts to reach ************** were unsuccessful.
  
   On May 14, 2024, the decision was made to credit the last two payments processed on this account. A refund will be processed will be processed within 30 days and will receive an email with instructions on how to redeem their refund. Once ************** confirms their refund method it will be received within 15 days. We will follow up with ************** to ensure receipt of the refund. 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 **************.
  
  Regards,
  
  
  ****************
  Case Manager | Executive Customer Relations

   

    (1) xFi Complete includes xFi Advanced Gateway rental, advanced Security on the Go, Whole-Home Wi-Fi Evaluation, and Wi-Fi Boost Pod where necessary.
    (2) In certain areas, Comcast offers a Seasonal Convenience Plan that allows our customers to suspend their services at a reduced rate without requiring the return of their equipment and enables seamless reactivation of service upon return to the primary or vacation residence.
  
  

  
  

• Initial Complaint

  Date:04/26/2024

  Type:Order 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.

  Signed an internet/2 land phoneline contract on 06/02/23 for $139.95/mo broken down on contract as: Data $90.00 equipment fee $***** voicemail 5.00 (2) lines ***** = 139.95/mo for 24 months. Starting Jan 2024 equipment fee increased from ***** (contract price) to *****. In the midst this week of trying to lower/ understand ********** presented the question of requesting a credit of $3.00/mo for ****April since under contract how could the price increase to be told the equipment, ************ are NOT included in contract price.The equipment is clearly stated on the contract as part of the $139.95 pricing I agreed to! This is Xfinity's contract and breakdown. They are not honoring the contract price although I have to honor the contract for 24 months and am not allowed to break it. The reps claimed I am "abusive" and will no longer correspond with me. I would like a $12.00 credit for the increase ****April and adjustment May - June 2025 remaining contract back to the original contract price.Also, being such a headache I would appreciate a courtesy credit back to the account.

  Business Response

  Date: 05/08/2024

  
  May 8, 2024
  
  
  BBB of ******************* & ********************
  *************************************************************************************************************************************************
  
  Re:***********************
  ********************************************************************************************
  
  Case Number:21629387
  Date of Notice:April 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Comcast Business service.
  
  Our records indicate that ****************** signed a 24-month service order agreement for Data, Voice, and SecurityEdge promotional package that began on June 4, 2023, which will remain valid until June 25, 2025. The third-year price of the package is effective from June 26, 2025 through June 25, 2026, after which the retail/rack rate will apply. ****************** was advised that equipment, taxes, fees, and all other additional services lie outside the promotional bundle pricing, are billed separately, and are subject to price changes throughout the promotional bundle period. We informed ****************** of the increase in equipment fees on the December 17, 2023 billing statement.
  
  On April 29, 2024, I communicated with ****************** via e-mail, regarding an adjustment. Our records indicate that a credit was applied to the account on April 29, 2024, as a courtesy for the difference in cost for the Comcast Business Modem rental until the end of her current promotion. The credit will reflect on the May 17, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Corporate Relations
  

  Customer Answer

  Date: 05/10/2024

  [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 not necessarily satisfactory to me but would rather part ways with this company when contract is up than ever be tied to them again. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:04/26/2024

  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 received notification via mail that Comcast has sent a claim to a collection agency for debt I owe them. I closed my account with them in January and the final bills were paid on-time. I do not have any outstanding charges or notifications of charges from Comcast (xFinity). I have included documentation showing the cancelation and payments after the cancelation. It looks like this collection claim has already been sent to the credit rating companies, as it is showing up on my credit report. I have never missed a payment on anything (100% on time payment for all accounts) and would like this resolved and my credit restored.

  Business Response

  Date: 05/06/2024

  
  May 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *****************************
              *****************************
              Hamtramck, MI 48212
  
                  Case Number:      21629178
              Date of Notice: April 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ***************************** regarding Xfinity service.
  
  I made several attempts to contact ****************** via telephone and email. Although I was unable to reach ******************, a review was completed on the account. Our records indicate on March 10, 2023, the account was enrolled in a 24-month contractual agreement for Gigabit Internet. The contractual agreement was effective from March 13, 2023, and was expected to expire on March 13, 2025. The contract included an Early Termination fee(s)that would apply if ****************** fully disconnected the services prior to the conclusion of the contractual period.
  
  The account reflects as being disconnected effective January 19, 2024, as requested by ******************. The account was disconnected prior to the expiration of the contractual agreement and a valid Early Termination fee(s) was applied on January 20, 2024. The Early Termination fee(s) caused the disconnected account to reflect a remaining balance. The remaining balance was reflected on the February 19, 2024, and March 19, 2024, billing statements. On March 20, 2024, the account was referred to a collection agency.
  
  On April 28, 2024, a payment for the remaining balance was received. The collection agency records will be updated within 30 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 **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  **************

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/18 I went to XFinity store in ******** to upgrade phone. I was told I should call customer *************** a new phone. Called customer ***************ed IPhone 15. Was told I could keep my old number, and have only one line of service. Received phone on 4/20. Called customer service to activate. They activated phone with a new number. Told me it would take 32 to 48 hours to portal my original number over to new phone. Called customer service again 4/21. Was told he was working with tech department to transfer old number to new phone. Eventually call was disconnected & I received an email stating my service had been cancelled. Monday, 4/22, I contacted customer service on their website since I had no phone service. After trouble shooting my service was finally restored and my number was transferred to my new phone. I am now being told I will have to pay for the IPhone ** I wanted to trade in for the IPhone 15. I was originally told the IPhone ** was free. All I had to do was get a number through ****** for $3 then they would transfer my old number to the new phone. Now they are telling me I have to pay for the ** because I didn't keep it for 24 months. I was never told this when I got the **. I was not told this when I called to upgrade & get the IPhone 15. There is now yet another number on my account, I am being charge for the ** and they want me to return the IPhone XR which is paid for and was my original phone. I never said anything about returning the *** I wanted to return the **. Every time I have to deal with customer service I get a stress headache, it takes at least 3 calls to resolve anything, and it seems that the reps have no idea what they are doing, what the previous rep has done, and what they are supposed to do. I don't understand how Comcast is still in business with this level of incompetence.

  Business Response

  Date: 05/15/2024

  
  May 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***********************************
              ************************
              *******, MI 48174
  
                Case Number:                    21629058
              Date of Notice:             April 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************************.
  
  On September 8, 2023, **************************** added a new line by purchasing an iPhone SE with By ************ plan.At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a monthly credit equal to the customers monthly device payment, provided they satisfied certain requirements. To qualify for the promotion, customers were required to port in a number from another carrier and maintain their account in good standing for 90 days. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost. **************************** satisfied the promotional requirements and received the monthly credits until the line was canceled on January 24, 2024, resulting in the promotion being lost.
  
  On January 24, 2024, **************************** transferred her telephone number between the two mobile devices, canceling the line ending in 3380, which included the promotion for the iPhone SE. **************************** stated she needed a new device and ordered a new iPhone 15 on April 18, 2024.  **************************** requested that the telephone number in 9695 remain active on the iPhone 15 device.There were no porting issues, the concern was the data transfer process between devices.
  
  On April 29, 2024, I spoke with **************************** to advise her of the above information and provide a detailed billing explanation.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions

  Customer Answer

  Date: 05/16/2024

  [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: 21629058
  
  I am rejecting this response because: I was never told there was a charge for the **.  I was not sent any documentation, I was not told this would cancel the offer if I upgraded to the IPhone 15.  Every time I called customer service I got a different story.  My service was canceled on April 21st, please see attached email.  I had to contact a CSR via website the next day to restore my service and set up my new phone.  The XFinity representative that contacted me about this complaint was rude and dismissive.  I sent the ** back for the trade in and it was returned to me.  I am taking my service to another carrier.  After many years of being with XFinity, I am absolutely fed up with their treatment and responses.  I am not satisfied with their response.
  My Account
  Xfinity Mobile <**********************************> Sun, Apr 21, 10:36?AM
  
  Your line of service has been canceled
  
  Xfinity Mobile service for ************** is now canceled. If you didn't transfer this phone number to another carrier, the phone number will be released and become available to other customers.
  
  A couple other reminders:
  If the phone associated with this line was enrolled in the Xfinity Mobile Protection Plan, its coverage has been cancelled
  If there was a smart watch line paired with this phone, its service will be cancelled as well.
  
  If you didn't make this cancellation request and want to continue using **************, call us immediately at **************.
  
  
  
   
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/26/2024

  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 did a mobile phone upgrade w/ Xfinity Mobile which has turned into a nightmare. After this is resolved, i will be seeking a new service with a new provider because this is insane. I returned the device with **** return label **********************. Per Xfinity they have received the device. Yet, they had me return my current device for the upgrade. Then turn around and began charging me the remainder of the old phone on top of charging me for the new device. if this is the case, why have me send in my old device if I will still need to make payments on it and they keep it. This makes no common sense. I was advised upon the upgrade that i would return my present device and receive a $500 credut towards a new device. But this has not been the case and every time you call these foreigners they hired in ther countries say they help you but you get th4e worst responses and assistance. Xfinity does not care because they are a monopoly and they are a rip off. I need to get this resolved so I can go back to **** because I will not deal with this incomptence. This has not been the first time i have dealt with something like this with Xfinity. They do this and don't think twice about taking your money and abusing their customers.

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ********************* Ford
              ********************
              ***********, **, 32310
  
                Case Number:              21628942
                Date of Notice:             April 26, 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 26, 2024, I spoke with ********** regarding his Xfinity Mobile concern(s). On March 20, 2024, ***************** placed order ending in 7767 via online self-service, for one ******* Galaxy ****** 5, 512 GB Icy Blue, device ID ending in 1169 on a ******** Device Payment Plan, as an upgrade to his existing device, a ******* Galaxy S22 Ultra,device ID ending in 0731. ****************** ******* Galaxy S22 Ultra was received on April 6, 2024. Once received the device must undergo a grading process and the order must be completed to remove the remaining Device Payment Plan balance from the upgraded device.
  
  Due to an error, ****************** remaining Device Payment Plan balance from the ******* Galaxy S22 Ultra, device ID ending in 0731 was not removed from his account. On April 26, 2024, the remaining balance for ****************** ******* Galaxy S22 ultra was advanced into his billing cycle of April 5, 2024, through May 4, 2024, and a credit was applied to remove that balance. ****************** was advised customers may take advantage of early upgrades to purchase devices on select Xfinity Mobile promotions.
  
  Early upgrades are not eligible for trade-in promotions (TIPs). ****************** was advised due to him processing an early upgrade of his prior ******* Galaxy S22 Ultra, he is not eligible for the Trade in Promotional offer credit. Please be advised billing on this account is accurate. No further credits can or will be offered in regards to this matter. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions
  ********************************

• Initial Complaint

  Date:04/26/2024

  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.

  Hello,My internet service was was disrupted when the construction on the roof of my condo cut the cable for my internet. This happened in December 2023. Xfinity Comcast has still been charging me and has yet to resolve the issue related to fixing the problem. Today is April 26, 2024. I am still being billed for the service and have not had service for 4 months. I have repeatedly asked for a refund and for the service to be fixed. My condo says that xfinity Comcast knows what they can and can not do to fix the issue after hours of working with them. I think the main issue is that I am still being charged for the service even though I keep requesting a refund and a pause on my bill until the issue is fixed. I am not sure what to do at this point in time. Please advise.my goal is to stop being billed for a service I am not receiving and to fix the problem by returning internet service to my unit.

  Business Response

  Date: 05/09/2024

  May 9, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       *********************
              ******************
              ********, CT 06416
  
                  Case Number:                      ********
              Date of Notice:             April 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On April 27, 2024, a special request appointment was completed during which time the technician completed an external cable line reconnection to restore the internet service. Comcast has not signed a wire agreement with the condo association at this time for a multi-dwelling unit rewire. On May 2, 2024, I spoke with Mr. ***** and verified that service is working correctly.
  
  On January 17, 2024, a representative applied a credit of $87.80 to compensate for the loss of service,which reflected on January 20, 2024, billing statement. On April 6, 2024, a representative applied a credit of $100.00 to compensate for the loss of service, the credit reflected on February 20, 2024, billing statement. On May 2, 2024, I applied a credit of $216.31 for the loss of service, the credit will reflect on May 20, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

  Customer Answer

  Date: 05/14/2024

  The issue was solved promptly. Thank you!

• Initial Complaint

  Date:04/26/2024

  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 am writing to formally request the expedited unlock of the *** associated with my iPhone 12 Pro (128GB, Gold). The **** number for this device is ********************** phone was fully paid for upon activation in May 2022. However, I understand that the *** card remains locked to the Xfinity Mobile network, preventing me from using it with another carrier.As this phone is essential for my work, I would greatly appreciate it if you could expedite the *** unlock process. Due to the critical nature of my work, any downtime would be highly detrimental.For your reference, I have included the additional **** number associated with the e*** functionality of the device: (E***) ****2: 35-314747-2842717-7.Thank you for your time and attention to this urgent matter. I look forward to your prompt response and confirmation of the *** unlock request.Sincerely,*********************

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       *********************
              2589 Janin Way
              *******, **, 93463
  
                Case Number:                    21628542
                Date of Notice:             April 26, 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 26, 2024, I spoke with **************** regarding her Xfinity Mobile concern(s). **************** purchased one iPhone 12 Pro, Device ID ending in 9620, on or around May 19, 2022, from a secondhand retailer as a used device. The aforementioned iPhone 12 Pro was a Xfinity Mobile device originally and was purchased under a 24-month device payment plan which was not paid in full prior to being sold to the secondhand retailer *************** purchased it from. However, as a courtesy to ****************, on April 26,2024, the unlock for the iPhone 12 Pro, Device ID ending in 9620 was submitted.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,
  
  
  **************
  Executive Customer Relations
  ********************************
  
  

  Customer Answer

  Date: 05/02/2024

  [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: 21628542
  
  Dear Xfinity,
  Thank you for finally unlocking the iPhone 12 Pro (Device ID ending in *****. We appreciate this resolution.
  However, we are disappointed with the amount of effort it took to get this resolved. It's concerning that Xfinity had no issue with us using the phone while we were still Xfinity Mobile customers, even though you claim the device wasn't fully paid off. Yet, the moment we switched carriers, the unlock became a significant hurdle.
  We hope Xfinity can improve its communication and transparency regarding device payment plans, especially for secondhand purchases.
  Sincerely,
  *********************
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/26/2024

  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.

  Comcast/ Xfinity has wrongfully charged me cable TV for services and equipment that I never asked for, received or never authorized for 2 years. I was not asked nor affirmatively requested to have TV/Cable access since I don't even watch TV. Comcast added charges to my bills for unordered services or products, such as CHOICE TV, HD Technology, Streampix, Cloud DVR 20 hours, ************ Fee, Install Fee for Cable (nobody ever came or no appointment was made but still charged, Equipment Fee was charged but NEVER delivered. I have specifically declined service or equipment upgrades offered by Comcast and I emphasized at all times I only want INTERNET nothing else, my household doesn't even have a TV for the most time. I found out when I called them and requested to inform me why my bills have got more and more constantly increasing charges monthly. I spent weeks in time and energy to attempt to remove the unauthorized charges from their bills and obtain refunds but with no success they would deny my ticket and complaints, on the phone they would just hang up even though I waited for hours, also if I request to speak to a supervisor they would let me wait for an hour and than hang up. Here are the Ticket numbers/ case numbers that were declined :ECM0006994349 and also ECM0006995013 that was declined. They told me that I have agreed to cable and I NEVER did so I asked them to send me proof again they let me wait on the phone and hang up!!! 1 good agent the employee's name was ***, he helped me to cancel everything and told me they wrongfully charged me and even never have sent me cable, and that this wasn't the first time this happened. He also said it's funny but they even charged me a service and never delivered the equipment All in all I NEVER knowingly accepted Cable/TV services and equipment by affirmative statements or actions, and they have deceived me for 2 years thinking my internet alone cost me $200 monthly. $100 monthly for cable, so $2400 overpaid.

  Business Response

  Date: 05/08/2024

  
  May 8, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:****************************;
  **************************;
  **********************
  
  Case Number:21628524
  Date of Notice:April 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On May 2, 2024, I communicated via email with ************************ regarding a billing explanation. Our records indicate that the 24-month transitional promotion for ********* and Gigabit Extra Internet, ended the introductory 12-month contractual rate effective October 21, 2022, and the remaining 12-month promotional offer ended on October 22, 2023, and on October 23, 2023, retail rates became effective. The account continued to receive a 2-product discount. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The transition to retail rates was reflected on the October 19, 2023, billing statement. 
  
  On April 11, 2024, ************************ consented via text message (SMS) to a downgrade removing ************** and the account was enrolled in a 12-month contractual agreement for Gigabit Extra Internet, at a promotional rate. The offer includes an agreement term effective April 11, 2024, through April 11, 2025. The contractual rate is effective April 11, 2024, through April 22, 2025, at which time, the retail rate will apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account receives a self-service discount with enrollment in automatic payments with linked credit card and paperless billing. An increased self-service discount is available with automatic payments with a linked bank account, and the updated discount will be applied within 45 days of meeting the requirements. Should either self-service option be cancelled, the discount will be removed. The change of service was reflected on the April 19, 2024, billing statement. 
  
  Please be advised the billing on this account is accurate. I provided ************************ customer education on the ************ Fee is an itemized charge on your bill that is intended to offset a portion of the costs of re-transmitting broadcast television signals. The fee is only applied to accounts with ************* and the account is currently only enrolled in Internet service. The request for compensation is not justified and is therefore respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***********************
  Executive Customer Relations
  

  Customer Answer

  Date: 05/10/2024

  The problem is simply explained. Comcast has never verbally offered me Cable/TV services and I have never requested any Cable/TV services. However, even if the original order was confirmed I was deceived to believe that I have only ordered Internet, never did I ask for Cable TV services. Also now they argue that even-though the cable equipment was never send they are saying that I could have still used cable with a smart device. You have charged me for installation and equipment that I never received. Excuses after excuses for your wrongdoing and deception, getting over folks deceiving them to rob them from paying for services they never asked for! Please have Comcast pay for their Robbery!