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 Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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:04/23/2024

  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.

  Due to Xfinity not telling us about any work about to be done in our area, in which a simple notification would suffice, my autistic, disabled 20-year-old with severe anxiety disorder is now home alone with no way to contact the outside world!!! When I discovered this I called Xfinity and the automated system told me about the work being done which resulted in the outage, and ended the call.I tried to call Xfinity back to ask why we were not informed so that we could have made arrangements for my child. Instead, because of the outage due to the work being done, even when I noted "NO" when asked if my call is about the outage, the Xfinity robo-system wants to just tell me about the outage and then ends the call no matter what I do.So, if I had billing questions, or want to change my plan, file complaint on an employee, or whatever; nope, cannot do ANYTHING because their system insists that I am calling about the outage. This is absolutely absurd!!!

  Business Response

  Date: 05/03/2024

  
  May 3, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***************************
              ************************
              ******, ** 93728
  
                Case Number:                    ********
              Date of Notice:             April 23, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our records confirm that on April 23, 2024, there was a service outage in Mr. ********* area due to planned maintenance activity. On April 23, 2024, the maintenance activities were completed and services were restored by adjusting the signal levels at the node/plant.On April 30, 2024, I spoke with ******************** and confirmed services were working normally.
  
  In addition, Comcast sends out notification days prior to all scheduled/planned maintenance within a residential area. Customer who has a valid cellphone number on the account will receive notifications on outages. Also, customers can login to My Account through the ********************** application or on our website www.xfinity.com for real time outage updates. Unfortunately, ******************* does not have a valid cellphone number on file and did not receive the notifications.
  
  On April 23, 2024, a representative applied a credit to the account for the loss of service which reflected on May 1, 2024 billing statement. On May 2, 2024, I applied a credit for the loss of service. This credit will reflect on the June 1, 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 (720) 750-856.
  
  Sincerely,
  
  ****************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 05/03/2024

  [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: 21615350
  
  I am rejecting this response because: So, based on the letter the company sent, only customers with cell phones will ever be informed of any planned outages?! I can guarantee that not every single customer has a cell phone. So this means that they will NEVER BE INFORMED AHEAD OF TIME?!
  
  And again, the fact that THEIR AUTOMATED SYSTEM WOULD NEVER LET ME SPEAK TO AN AGENT TO FIND OUT WHY I WASN'T INFORMED OF THE PLANNED OUTAGE, AND THEN THE **** THAT I HAD TO CALL CORPORATE TO JUST TO BE ABLE TO SPEAK TO A REAL PERSON (ALBEIT AFTER HOURS), THEN TO BE INFORMED AFTER THE **** THAT I WAS ILLEGALLY RECORDED WITHOUT CONSENT (I LIVE IN **********), AND THEN THE ATITUDE AND PROBLEMS WITH THAT AGENT WAS ALL ABSURD!
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never entered into a contract with a third party to collet any debt I asked for the original contract is hasnt been provided

  Business Response

  Date: 05/02/2024

   
  May 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   *********************
           *****************************
           ********, GA 31415
  
           Case Number: 21615300
           Date of Notice: April 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 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 Mr. ******* account is enrolled in Gigabit Extra Internet at the retail rate. The package is eligible to receive a monthly self-service discount with enrollment in EcoBill paperless billing and AutoPay. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change. The service does not include a contractual agreement. The account is active and does not reflect as being referred to a collection agency. 
  
  In order to further assist **************** with his concerns, contact is necessary. 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 **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  Xfinity has suddenly not recognized my autopay discount of $10. I have spoken to representation 3 times and received a $10 credit to resolve one month. However it continues to be an issue as they claim I am not signed up for autopay on their end and have now been told our technical team is looking into it and for this month it will be adjusted to $60. I requested they send me an email so I can send proof and they have yet to email me. I should be paying $60 per month for Internet, that includes my $10 autopay discount.Summary of overcharge:January: $60, paid via autopay - this is normal.February: $70, paid via autopay. No autopay discount. Was assured it was fixed and gave me a $10 credit.March: $60 paid via autopay - included a $10 credit that I was told was going to be applied towards February. So it should have been $50 paid if they included the $10 discount for the month - they did not give me the discount.April: 70 autopay scheduled to be auto paid May 1st.Please help. I have been overcharged $20 and am about to get charged another $10 extra because of the discount for being signed up with autopay not being applied.

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *********************
              CO 80260
  
              Case Number:                      21614979
              Date of Notice:             April 23, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Records show that on September 5, 2023, **************** accepted a promotion for the Gigabit Internet for 24 months. It started on September 10, 2023, and will expire on September 9,2025. Also, included in this order was the xFi Complete at no additional charge for 24 months. An autopay and paperless billing discount were included.
  
  Records show that on February 2, 2024, an order was created to remove the autopay and paperless discount, the order was completed on February 2, 2024, with a billing stop date of February 10, 2024.
  
  On March 2, 2024, a credit was applied as a billing adjustment, it reflected on the March 5, 2024, billing statement. On April 26, 2024, I spoke with ****************, and I informed him that on April 26, 2024, I applied a credit as a billing adjustment, it will reflect on the May 5, 2024, billing statement. I also informed **************** that his paperless billing was off for his account. **************** had to go to the Xfinity app and turned it back on.
  
  **************** also did not get the autopay for the February 5, 2024, billing statement, on April 26, 2024,I applied another credit as a billing adjustment, it will reflect on the May 5,2024, billing statement.
  
  On April 30, 2024, I created a ticket. The ticket was completed the same day, and it was found that the ****************** enrollment in e-bill was discontinued on January 31, 2024, due to repeated failed attempts to email his billing statement. This resulted in *************** being automatically switched to paper billing. Consequently, **************** lost his autopay and paperless billing discount. **************** continued to receive paper bills in February, March, and April, thus remaining ineligible for the discount. However, as of April 26, **************** was re-enrolled in e-bill and autopay, making him eligible for the discount again. The autopay and paperless billing discount are applied automatically within 45 days of meeting all eligibility criteria.
  
  Records show that on April 30, 2024, **************** updated his preferred email address, which will be used for the paperless billing. 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: 05/06/2024

  [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:04/23/2024

  Type:Billing 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.

  On the March bill, Comcast/Xfinity charged me $100 for a "Drop Relocation Survey," which was supposed to have taken place on February 20. I have no idea what this survey was, and I have been stonewalled over and over when trying to get an answer from Comcast/Xfinity. They simply will not respond to my request for information nor give me the credit I am asking for.*****************************

  Business Response

  Date: 04/26/2024

  
  April 26, 2024
  
  
  BBB of **********************************************
  ******************************************************************************************************************************************************
  
  Re:*****************************
  **************************;
  Unit C701
  ***********************
  
  Case Number:21614955
  Date of Notice:April 23, 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 26, 2024, I spoke with ******************** regarding a billing related concern. Our records reflect on February 20, 2024, a trouble call was completed and, due to an error, the account charged a fee for this call. This charge reflected on the March 6, 2024, billing statement.
  
  A credit was applied to the account on April 24, 2024, for a completed service visit charge on February 20, 2024, due to an error. This credit will reflect on the May 6, 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 **************.
  
  Regards,
  
  
  ******************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 04/27/2024

  [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:04/23/2024

  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 purchased iPhone 13 back in December 2022. There was a promotion of $500 ($20.83 monthly). I had a lot of issues with setting up my phone. For some reason xfinity mobile wasn't able to ensure I receive monthly device credit automatically. For the past year I've been contacting xfinity mobile monthly to remind them to credit $20.83 which is noted on my account. Sometimes I would get a decent agent and they would apply credit quickly. Other times (the majority of times) I would get an agent who would start telling me that credit is not available and blah blah blah, so I would have to spend time in frustration explaining the situation, asking for the manager, etc. It has been very frustrating experience and gives me anxiety. This month I contacted xfinity mobile for credit on the bill payable on May 3. I still don't see credit applied. After having another useless conversation with the agent (*******), I thought why do I go through trouble every month if I can just pay off the device and save myself all the monthly trouble. I calculated remaining credits of $20.83 times 7 month =$145.81. The remaining balance was showing as $213.02, minus remaining credits of $145.81 and the payoff would be $67.21. I told the chat agent I'd like to pay $67.21 amount so I don't have these monthly credit issues every time. The chat was on Friday 4/19. She kept telling me that payoff is $213.02 and I kept explaining her about remaining credits that needed to be applied. I understood that she was not very experienced agent and told her to leave my account alone and I would speak to someone else. But she processed payment of $213.02 without my confirmation or authorization. (Totally not ok!) I spoke to an agent (****) on the phone and he opened investigation case but I have not received any email confirmation or case #. I would like to payoff phone with correct price of $67.21. Or refund $213.02 and I will pay monthly but credit MUST be applied automatically.

  Customer Answer

  Date: 05/02/2024

  Xfinity Mobile representative called me and provided satisfactory resolution . Thank you for your assistance! Much appreciated!

• Initial Complaint

  Date:04/23/2024

  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 Mobile states that I don't have an account, preventing me from paying my bill.

  Business Response

  Date: 05/08/2024

  May 8, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:*****************;
  **************************
  ************************
  
  Case Number:21605708
  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.
  
  Multiple attempts were made to reach ******************** via telephone and email. Our records show that ******************** does have an active Xfinity Mobile account. If he wants to use the automated system as a method of payment, he'll need to call **************. When he calls, he can use the last 4 digits of the primary contact number to find the account. If he does not call from the primary contact number listed on the account, he will need to enter the entire phone number when prompted to locate his Xfinity Mobile account. If ******************** needs to update any of his contact information he can do so from the Xfinity App, or through Xfinity.com.
  
  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
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  April 20, 2024 

  To Whom It May Concern:
  

  I am writing to you to complain about Xfinity. I have been a loyal customer with this cable company since 2002. During this time, I've never had any real problems with them but my experience wtih them these past couple of months is totally unacceptable and reprehensible.
  With the billing period of Nov 26, 2023 - Dec 25, 2023, the Seasonal Convenience Plan was in effect towards my account at *** ******* **, Unit ****, Ocean City, MD. During the off season (fall and winter) my condo is vacant and, therefore, I always request to be placed on this plan. This plan was actually implemented on my account on October 31, 2023.

  On January 2, 2024, I was in the process of paying my bills, so I went online to see what the balance of my account was with Xfinity and noticed for the period of Dec 26, 2023 - Jan 25, 2024 I had a balance due of $348.90. For some unknown reason, Xfinity decided to remove the Seasonal Convenience Plan and started charging me the regular price of $232.09. My bill should have been for $43.85 and not
  $348.90 as charged. A difference of $305.05.

  On January 3, 2024 at 8:45 am, I called Xfinity and spoke to one of their respresentatives (gentleman) and explained the problem with my bill. After being on the phone with him for 30 minutes, he informed me that the problem had been resolved and the changes would appear in 24 hours and that they would also be sending me a corrected bill. Also, they extended my time for submission of payment so I would
  not be charged a late payment fee. 

  On January 7, 2024, I received a text from the Xfinity Assistant stating that they opened the case number ************* and I would hear from them in the next 48 hours. Shortly after receiving this text I received another text stating the case had been closed and no further action was required. I went online and noticed that no corrections had been made to my bill. I still showed a balance due of $348.90. So I called again at 9:16 am and explained the problem with another representive about the problem with my account and bill. After being on the phone with her for 23 minutes, the representative said that she sent the request to the back office to have the charges corrected and I would receive an update status within 48 hours. However, I received another text from the Xfinity Assistant stating that they opened case number ************ regarding my Seasonal Convenience Plan and I would hear from them with a status update in the next 48 hours. Shortly after receiving this text, I received another text stating that the case had been closed. So I called again at 10:13 am and spoke to another representative and explained the problem about my account and bill. This time I was on the phone for 42 minutes. She informed me that the balance due on my account for this billing cycle was only $43.85 and that all corrections would appear on my next months bill.

  On January 8, 2024, I submitted a payment to Xfinity in the amount of $43.85 as instructed by the representative.
  On January 22, 2024, I went online to check the status of my account and noticed that I now had a zero balance on my account. Since it showed a zero balance I thought everything had been resolved.
  However, when I received my bill for the period of Jan 26- Feb 25 I was surprised to see that the balance owed was now $552.61. No corrections had been made to my bill and I'm still being charged the reqular price and not the cost for the Seasonal Convenience Plan.
  On February 13, 2024, I went online and saw that my balance now had been reduced from $552.61 to $508.76 due to my payment of $43.85 which was posted on January 12, 2024. This same day @ 3:01 pm, I called Xfinity again and spoke to another representative. I explained my problem starting from the very beginning and informed her that this was the 4th time that I called concerning this issue. She informed me that she was going to help me and investigate my account. She put me on hold and came back and told me to disregard my bill for Jan 26, 2024-Feb 25, 2024 and that I would see the corrections on the next months bill which would be Feb 26, 2024- Mar 25, 2024. She assured me that the corrections would appear and that the balance for next month would only be $43.85. I repeated what she had said just to make sure I heard her corrrectly and she agreed. Corrrections would appear on next months bill, amount due for that would be $43.85 and to disregard this current bill. On February 14, 2024 @ 5:00 pm, 1 received an email stating that Xfinity hadn't received my payment and indicated that the total past due was $82.66. Email also said to "please make a payment to avoid service suspension" on my account. Also, offered flexible payment options.

  On February 16, 2024 @ 1:03 pm, I received a text stating that I have a past due balance on my Xfinity account and to pay or see if I was eligible for flexible payment options, to visit their website which was provided.

  On February 17, 2024 @ 1:00am, I went online and my account showed a zero balance. At this point, I thought everything was finally corrected.
  However, on February 19, 2024 I went online and it showed I now had a balance due of $775.10. Here we go again. No corrections had been made as I was assured on my last telephone call. So I called Xfinitity again @ 1:51pm and spoke to another representative. This is unacceptable and getting to be ridiculous. He told me he was speaking to someone in the back office about my account and put me on hold. Meanwhile, I received a text stating that they opened case number ECM0006230150 regarding my Seasonal Convenience Plan and I would hear from them with a status update in the next 48 hours. He finally came back and said that they were going to reimburse me $442.00 and it would be posted to my account within 24 hours. He also informed me that if I wanted to be placed on the Seasonal Convenience Plan for the next month, I would have to contact them and request it. Again, why should I have to contact them and request this service when Xfinity were the ones who orginally removed this plan from my account. I was furious and now requested to speak to someone about changing my account to the Seasonal Convenience Plan. He said he would take care of it and I would be on this plan until March 31, 2024. Meanwhile, I received another text stating the case had been closed and a #442.00 credit had been applied to my Xfinity account. After our conversation ended, I went online and it now showed a balance due of $333.10.

  On February 21, 2024 @ 6:59am, I received an email stating "Pay your overdue balance to avoid losing service. You have an overdue balance of $96.19. If we do not receive your payment by 3/6/24, you services will be turned off. We do not want you to lose access to your Xfinity serevices, so please pay your bill as soon as possible".

  On February 23, 2024 @1:04pm, I received another emailing stating "We haven't received your payment. Xfinity offers options to help you pay your bill. Please make a payment to avoid service suspension on the account ending in XXXX. Total past due: $33.24 On February 26, 2024 @12:11pm, I received a text stating "You have a past due balance on your Xfinity account. To pay or see if you're eligible for flexible payment options, please visit their website". 

  On February 28, 2024, a payment for $43.85 was submitted which is the cost of the Seasonal Convenience Plan. After all is said and done, I should have a zero balance after submitting this payment.

  On March 6, 2024, I went online to check the balance owed on my account. It shows a balance due of $289.25 which is incorrect. I'm waiting until I receive my next bill to see what corrections were actually made towards my account.

  I received my bill for the period of March 26, 2024- April 25, 2024 and shows a balance due of $108.66.

  This is due to the credit of $442.00 and that they removed the cost of the Regular Service Plan to the cost of the Seasonal Convenience Plan. In addition, they issued another credit of $235.89 to remove the Seasonal Convenience Plan for the period of February 21, 2024- March 25, 2024. To avoid any further problems, on April 1, 2024 I submitted a payment of $108.66.

  As you can see, I have attempted to contact Xfinity several times to resolve this issue, but this problem still has been been completely resolved. I'm pleased that they credited my account for $442.00 (not sure how they arrived at this figure) and the credit for $235.89 but 1 still feel that my account should be given an additional credit for $122.46. 1 arrived at this figure for the 3 months I was inadvertently charged for the Regular Service Plan rather than the Seasonal Convenience Plan ($232.09 + 94.88 for the billing period of December 26, 2023 - January 25, 2025, $236.14 the billing period of January 26, 2024- February 25, 2024 and $237.24 for the billing period of February 26, 2024- March 25, 2024).
  In addition to my billing problems, on February 25, 2024, since there had been a severe storm in Ocean City, Maryland, I went to my condo to check to make sure everything was alright. While there I turned on all 3 TV's and noticed that the TV's in both of the bedrooms had no signal even though the TV in the living room did. I was able to get this problem resolved by going to their website and had a live chat with their technician. However, the next day I noticed that both of these TV's were not connected to HD which I was receiving this service back in December even though the TV in my living room was still connected to HD. This really doesn't make any kind of sense why 1 TV receives HD but the other 2 TV's don't. Another problem that needs to be resolved. Unfortunately, I had to leave and was unable to get it resolved. Will have to wait until the next time I go to my condo which will be sometime in May.

  I have been inconvenienced, deceived and misled these past several months. At this point, I am completely annoyed and infuriated with the service I have gotten from Xfinity and also being harrassed with these constant emails and texts. Xfinity should have a record of all my telephone calls and the problems that I have had with my bill these past several months. I feel I should be compensated for the remaining amount that is due on my account which is $122.46. Please contact me to to let me know how to resolve this issue. I look forward to hearing from you soon.
  

  Enclosed are copies of my bills from November 26, 2023 thru April 25, 2024. 
  

  Sincerely,

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***** *****
  **** ******** ******
  Riverdale, MD  *****
  
  Case Number:********
  Date of Notice:April 23, 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 April 26, 2024, I spoke with *** ***** regarding a billing concern regarding the seasonal hold she had requested on her account. From our investigation, *** ***** requested the account to be placed into a seasonal hold with a start date of October 31, 2023, and an ending date of March 31, 2024. However, per our review, the seasonal hold was removed in error, effective December 10, 2023 and continued through February 20, 2024. During this timeframe, *** *****’ account then reverted to her prior service package pricing she had agreed for the Select Triple Play package at an everyday pricing rate.  Services included the Digital Preferred Tier Cable, Blast Internet, and Unlimited Voice. Additional services included three cable boxes, and a modem rental fee. The package was effective March 30, 2019, and continued monthly. The December 18, 2023, January 18, 2024, and February 18, 2024, billing statements therefore reflected monthly payments commensurate with *** *****’ current service package price.
  
  Effective February 21, 2024, the seasonal hold pricing per service for cable, internet, and phone, was reapplied back to the account. Additional taxes and fees were also applied. The seasonal hold pricing remained active until March 31, 2024, as requested.  
  
  On February 19, 2024, a courtesy credit was applied for the gap in time where seasonal hold was not applied.  This reflected on the March 18, 2024 billing statement.  A further courtesy credit was also applied on April 26, 2024, and will reflect on the May 18, 2024 billing statement.  
  
  Additionally, per our review, on December 9, 2024, *** ***** replaced both cable boxes and confirmed on April 26, 2024, that they were receiving the proper HD signal and *** ***** indicated that services were working as intended. 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 
  
  

  Customer Answer

  Date: 05/13/2024

  I apologize for not responding sooner but I’ve been dealing with water damage from my water heater at my ********* address and was overwhelmed and got side tracked. I did speak with a representative from Xfinity on April 26, 2024 and was told that they were crediting my account an additional $172.14 which would appear on the next month’s bill. I haven’t received the bill yet, but I did go to my account online today and I do see that the credit was applied. I’m very pleased with the outcome and hopefully I will not have any further problems with Xfinity. In addition, I reviewed the letter that you received from **** * with Xfinity and agree with what she stated. All my issues have been resolved.

  Thanks again for all your help with this matter.

  Sincerely,

  ***** * *****

• Initial Complaint

  Date:04/23/2024

  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 called to get help with a extra charge on my bill which was resolved, I asked representative to connect me with the *** department, which she did, the representative I informed her that I needed to give her my *** approval number, she disconnected my call, but also cut off my service, I was unable to make any calls, I was unable to receive any calls my phone was basically dead, i didnt know what had happened and didnt know why and didnt know what to do, but God The Holy Spirit said cut the phone off and then turn phone back on, I did that and was able to call my daughter in **** she asked me who phone number was this I asked why she informed me the name and number that showed up which was ************************* ************ of which is not my name or phone number, this was a unauthorized change of my phone number and a invasion of someone else privacy, I did call my girlfriend she verified the same persons name and phone number showed up on her phone, my other daughter would not answer when I called her because she didnt recognize the name or phone number, Im a senior citizen and this should not have happened to me or anyone else, I called back to Xfinity mobile and Praise God for ***** he apologized and corrected the situation giving me back my name on the account and my phone number back to my account, he told me he didnt know why she canceled my phone number and gave me a different number belonging to someone else.

  Business Response

  Date: 05/10/2024

  
  May 10,2024
  
  
  Better Business Bureau
  ***************************************************************************************************************************************************
  
  Re:       *****************************
              **********************
              *******, MI 48221
  
              Case Number:               21614716
              Date of Notice:             April 23, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by Ms. ****************************************** receipt of this complaint, Comcast conducted an investigation into the concerns raised by ********************.  Results of the investigation have determined that there was no unauthorized access to ********************* Xfinity Mobile account. On April 22, 2024, ******************** contacted Xfinity Mobile to receive assistance with her billing. Unfortunately, during the call, the agent inadvertently changed ********************** telephone number.  On the same date, the error was corrected.Xfinity Mobile sincerely apologizes for this error.
  
  On April 30, 2024, I spoke with ******************** to advise her of the above information and address her Caller ID concerns. Additionally, I advised ******************** that Xfinity Mobile does not have the ability to customize a customers caller ID information; instead, caller ID displays the customers telephone number and the name Wireless Caller.Xfinity Mobile confirmed that ********************** telephone number was correctly assigned on her Xfinity Mobile account. A credit was applied to ******************** Xfinity Mobile account, which was reflected on her May 2, 2024 billing statement.
  
  Should you have any questions or need additional information, please contact me at *******************************.
  
  Sincerely,
  
  
  **********
  Xfinity Mobile Executive Relations

• Initial Complaint

  Date:04/23/2024

  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 ported in a phone number in order to receive a monthly credit. Their representative canceled my port in which caused me to lose the promo which is a monthly credit. I have been battling for MONTHS to have this resolved and they are refusing to add the promo back. I currently call in to request a credit and it is a problem because now xfinity is reversing my credits and charging me 8 months worth of reversal. Currently they are not honoring their advertisement of a monthly credit with a port in. I do not want to continue with their service.

  Business Response

  Date: 05/21/2024

  
  May 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  ************************************************************************************
  
  Case Number:21614657
  Date of Notice:April 23, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* Abdulkabir.
  
  On December 4, 2022, Ms. ********** purchased two Apple iPhone 14 devices. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  Ms. ********** satisfied the promotional requirements for one of the devices, but not the second device. The second device was originally activated on December 8, 2022, with a new phone number ending in 1239. On January 30, 2023, the device was activated with a ported phone number ending in 8722, but the promotion had already expired.
  Multiple credits were previously applied to Ms. *********** account. On May 20, 2024, I applied a final credit to the May 14, 2024, billing statement.
   
  Upon receipt of this complaint, I contacted Ms. ********** and explained the above information. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in ******** for 4 days. I called Comcast to add roaming and they did not inform me of any of the packages. My phone was off for the entire time as my Charger was not working except very rarely. It says I only made 4 calls 32 texts and was charged 1500 dollars. I typically pay 80 a month I am now paying for 2 years of service. They force me to have autopay and then didnt even inform me they would be taking 1500 dollars instead of the normal 80. I now cannot pay my bills or rent due to this. I then called in to get help and the *** disconnected my service all together. I had to spend another 10 hours on the phone just to get my service back on.

  Business Response

  Date: 05/06/2024

  
  May 6, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
  
              CO 80112
  
                  Case Number:                      21614629
              Date of Notice:             April 23, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  On March 13, 2024, a text message was sent to the phone number ending ***** regarding the international pay-as-you-go charges calls, text, and data. There is no record of the global travel pass being activated causing the pay-as-you-go charges to continue. On March 14, 2024, an email was sent to the email address on file, detailing the bill increase due to the international charges. The billing statement issued on March 24, 2024, reflected international charges for ********. The charges are valid, and the refund request was denied.
  
  Regarding the account suspension for non-payment, the auto-payment attempt on April 14, 2024, for the invoice issued on March 24, 2024, was unsuccessful causing the account to be placed in a past due status until April 20, 2024. The non-payment suspension for April 20, 2024, was canceled due to the auto-payment for the past-due balance was successful.
  
  I spoke with Mr. ****** on April 24, 2024, reviewed the above information and confirmed the Global Travel Pass was not activated for the phone number ending in 6146. The follow-up call on April 30, 2024, was unsuccessful and I was unable to leave a voicemail. A resolution email was sent to detailing the information above. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Angelique S
  Executive Resolutions
  

  Customer Answer

  Date: 05/08/2024

  [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: 21614629
  
  I am rejecting this response because:
  
  I did not receive any text messages or emails informing me of the charges or fees. I have checked the email address the representative informed that they were sent to ********************* I have multiple emails about regular communications but not once received anything about data usage or roaming. The representative I spoke to also never activated the global roaming pass as they informed me they did. 
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/19/2024

  
  September 19, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ***** ******
           CO 80112
  
           Case Number: ******** - Rebuttal
           Date of Notice: September 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  On March 13, 2024, Xfinity Mobile specialist assisted Mr. ****** with turning on the international roaming feature allowing Xfinity Mobile triggering the text message sent to the phone number ending in 6146 regarding the international pay-as-you-go charges calls, text, and data. There is no record of the Global Travel Pass being activated causing the pay-as-you-go charges to continue. On March 14, 2024, an email was sent to the email address on file, detailing the bill increase due to the international charges. The billing statement issued on March 25, 2024, reflected international charges for ********. The charges are valid, and the refund request was denied.
  
  I spoke with Mr. ****** on September 13, 2024, reviewed the above information and confirmed the charges are valid. I informed the Global Travel Pass was not activated for the phone number ending in 6146. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ********* *.
  Executive Resolutions
  

  Customer Answer

  Date: 09/19/2024

  [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: 21614629
  
  I am rejecting this response because:
  The account executive informed me they would not pull the transcripts of the call but they would do other research. I asked when I initially landed in ******** to turn on the global fast pass and due to the representative not doing his job I was then billed over 2 years of my phone bill. 
  

  There is a reason JD power rated Xfinity as the worst mobile provider in terms of customer service even under cricket. 
  

  They they could have researched and listened to the call and they would have seen I did request this travel pass to be added. Instead they have offered no assistance or reassurance. On top of this I confirmed I did not get any messages that said I was accumulating charges while there via email or text. I have pre ordered the iPhone with *******. I would highly suggest do research into Xfinity mobile before signing up. I was a corporate employee and still could not get help. 
  

  
  
  Regards,
  
  ***** ******