Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,197 total complaints in the last 3 years.
9,105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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 over paid.:.I paid by my debit and they took from my checking even though the amount was already paid. I have tried numerous times to have my money sent back to me. My checking account is now negative and they are rude and giving me the runs around. _I al to speak to a supervisor and they will not transfer . They open tickets and right away cancel... Ecm ********** they closed eco ********** they opened and closed in a half hour. they made me call *************** where I was told I could speak to someone in the back office that's a lie...I asked to be transferred to the finance department they said I wasn't allowed...they want copies of my statements but i don't feel comfortable but they give me no place to send. i know have a 35 dollar fee coming to me because they have double charged.been dealing with this for two days!
Business Response
Date: 05/06/2024

May 6, 2024

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

Re:       *****************************************
            ************************
            *********, NJ 08831

              Case Number:                    21614480
            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 ********************************, authorized user on the account, regarding ********************** service.

Our records show that, on April 14, 2024, a **** payment was scheduled for April 19, 2024. On April 17, 2024, a credit card payment was processed on the account. The scheduled payment processed, as scheduled, on April 19, 2024, resulting in a double payment to the account. A hold period of 10 business days is imposed on all **** payments to ensure that the payment completes.

On April 26, 2024, I spoke with ***************** and provided the above details. ****************** emailed ****ing records on April 29, 2024; however, these records were not admissible because they did not show the payment in question as completed. My attempts to reach ****************** for follow-up were unsuccessful.

Further records show that, as of May 2, 2024, Ms. ******** **** payment was returned for insufficient funds. Ms. ******** request to refund her payment cannot be processed because her payment did not successfully process. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

**************
Executive Customer Relations
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 sigend up for internet service with Xfinity approx. 5 yrs ago. I signed up for phone service aprox 1 1/2 years ago. Initially my issues with were their terrible customer service. When I signed up for ******************** the process was easy and seemed like a good company to go into business with. However, my life needed restructuring financially, I was told at sign up that some of the services I had could be terminated at any time. IE, the home security. I spent immense amounts of time trying to get them to simply understand my need to lower my bill. The representatives kept offering to add additional services for "and extra $10 dollars a month". This run around and lack of true customer concern has only gotten worse. It is is almost impossible to get a live person on the phone. When you do they are as useless an umbrella with holes. When my family needed a new cell phone provider regrettably we went through them. In store we were told many things that never panned out to be accurate, including we would receive around $600 in gift cards for signing up, only to find out long after that this was in fact not the case. It took over a week to get functional phones on our account. This due to the incompetence of the sales rep at the store. We ended up haveng to get terrible phones for two lines to appease the contract we had alerady entered into. Then still had to purchase with cash, two phones that worked for the family members on those lines. My wife had to go to three different stores in person and i spent 10 plus hours on the phone trying to resolve the issues created in store. Also, we were never told that are price per month ran tandem to having internet. Recently I receieved two internet bills due in the same month I spent over an hour on the phone to be given no answser as to why. I want out of all contracts with no additional fees. I want to keep the devices as we have already invested $$ and had to purchase additional phones all while making payments on the bad ones
Business Response
Date: 05/10/2024
May 10, 2024

BBB of ******************* & *************************;
1880 ***********************************************************;
**************** 19103

Re:***********************;
4495 West 3060 South
**************************

Case Number:21614432
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 *************************.

On December 3, 2022, ****************** purchased a ******* Galaxy S22 Ultra and an Apple iPhone 12. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
****************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
Also at that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion, customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.
****************** did not satisfy the promotional requirements because she did not bring her own devices; instead, she purchased two new devices.
On December 7, 2022, ****************** placed two orders at a retail location for two ******* Galaxy A03 devices. These orders did not include any promotions at the time.
Upon receipt of this complaint, I spoke with ****************** and explained the above information and Xfinity Mobiles return policy. ****************** declined to make any changes to her account during our conversation. As a courtesy, I applied a credit to Ms. ******** April 3, 2024, billing statement. I also credited the remaining device payments for one of the Galaxy A03 devices.
Regarding residential billing, ****************** is currently subscribed to Performance Select Internet, Xfi complete, a monthly modem rental fee, and Xfinity Unlimited Voice Select. After a review of Ms. ******** account was conducted, the billing statement dated for March 26, 2024, generated at a lower monthly rate.
Upon receipt of the complaint, a representative spoke with ******************. During the call, she accepted an offer for Connect More internet at a lower rate. The charges for Xfi complete and Xfinity Unlimited ******************** were removed from Ms. ******** account. Additionally, a monthly discount was applied to ********************** account for 12 months effective April 24, 2024, and will expire on April 24, 2025. As courtesy, a one-time credit was applied to ********************** account which will be reflect on her May 8, 2024, billing statement.
Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

****************
XM Executive Resolutions

Customer Answer
Date: 05/13/2024
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.
To note the entire culpability claimed for the actions, miseducation, lack of training and customer service were not mentioned in the response from the business. They were however addressed on the call with the employees. Do I feel moving forward xfinity will change their practices or ensure all members of their staff are conducting themselves appropriately, no. Did they make right their wrongs in regards to this situation yes.

Regards,

*************************
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 attempted to cancel my service due to the price doubling even though i have been with them for 8 years. I am past due and was told my service will continue until I am brought current. The call center representative refused to transfer my call to cancel my service until I was brought current. Also a few months ago, a mobile phone plan was added to my account without my authorization. All of my security features were bypassed and it was added without my knowledge until O got an email stating my new phone was ready to use. I have included the snapshots from the email i received. This has caused me so much stress anxiety with this company. They need to be investigated with their business practices.
Business Response
Date: 05/09/2024
May 9, 2024

Better Business Bureau
1880 ********************************************************************************************************************************

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

File Number:               21614228
Date of Notice:            April 23, 2024

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

Regarding the Identity Theft concern, Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1] Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reports the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.

On May 5, 2024, a Comcast ***************** Assurance technician called **************** and explained the above information. The technician further explained to be alert for unusual or suspicious emails or telephone calls and to remain vigilant by reviewing their financial account statements and credit reports for signs of fraud.

Regarding the Fraud Concern, On October 16, 2023, an order ending in 0465 was placed on ******************** account for one line of service with a Bring Your Own Device iPhone 14 Pro *** with unlimited service. On October 16, 2023, **************** contacted Xfinity Mobile and reported the addition of Xfinity Mobile stating she did not place the order. On October 16, 2023, ECM0004349690 was generated for Fraud investigation.

On October 16, 2023, the iPhone 14 Pro *** was removed from ******************** account. On October 24, 2023,the case was closed with the findings of Identity theft, and account charges were remediated. On January 9, 2024, a credit was applied to Ms. ******* account to remove charges for the unused services. **************** has not made any payments to Xfinity Mobile and no refunds nor additional credits can or will be offered.We apologize for any inconvenience experienced while attempting to resolve this matter.

On April 24, 2024, a Comcast ***************** Assurance technician placed additional security measures onto ******************** Xfinity subscriber account profile to further protect her online account access information from unauthorized change.

An Xfinity Mobile agent made several attempts to reach ****************. Unfortunately,all contact attempts were unsuccessful. The agent left a message with direct contact information.

Regarding the disconnect concern, **************** was advised on April 23, 2024, that the past-due balance would need to be paid before a voluntary disconnection of service could be entered. Our records show services were suspended on April 23, 2024, due to the past due balance. On April 23, 2024, a payment was and services were restored.A voluntary disconnection order was entered on April 23, 2024, as requested with a stop bill date of April 19, 2024. This leaves a credit balance which will be received as a refund within 30 days.

Should you have any questions, please feel free to contact us.

Sincerely,

Comcast ***************** Assurance
************

[1] *****************************************************
Customer Answer
Date: 05/10/2024
This was a discussion on Tuesday about the incident. There was also automatic payments set up without my authorization that was not addressed please see attached. I was sitting in the Xfinity location when the automatic payments were set up.
Customer Answer
Date: 05/10/2024
This was a discussion on Tuesday about the incident. There was also automatic payments set up without my authorization that was not addressed please see attached. I was sitting in the Xfinity location when the automatic payments were set up.
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 have been charged for ******* when I have free ******* through my ******************* I have T-Mobile and on the Magenta Plan ******* is free. I have been on this plan for years and dont pay for *******. Comcast has been charging me for ******* for 2 years from ***** the first year and now this year *****. It is all documented because I printed up to 2 years. Thats the furthest back it would go. I am sure I was charged on previous years that are not saved in system. I am requesting all money back and also have had disconnection issues, bill errors, and disconnection on before promised payment arrangements, and horrible internet service resulting in son not being able to complete his homework and other issues. I have been silent until now. My husband is normally the one that deals with this company because I get nowhere with them except for hours of being transferred to different people. I want all money credited, just like they expect money on time.
Business Response
Date: 05/07/2024

May 7, 2024

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

Re: ***************************
*************************************************** E303
*******************

Case Number: 21614190
Date of Notice: April 23, 2024

Dear Sir or Madam:

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

I made several attempts to contact ******************** via telephone and email. Although I was unable to reach ********************, a review was completed on the account. Our records indicate that the third-party *************** was ordered through ******************** X1 cable box effective July 15, 2021, and first appeared on the August 13, 2021, billing statement. ******************** will need to reach out to ******* directly to further discuss her subscription and billing concerns.

Regarding the service suspension concerns, our record shows that on January 12, 2024, ******************** service was suspended for non-payment due to the account reflecting a past-due balance. The service was restored the same day after ******************** scheduled a payment to cover the past due balance. On February 11, 2024, ******************** service was suspended again for non-payment due to the account reflecting a past-due balance. The service was restored on the same day after ******************** scheduled a payment on the account.

Additionally, there was no record found of ******************** reporting service-related concerns and no recent service visits have been completed at the residence. In order to address any service-related concerns, contact with ******************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

****************
Executive Customer Relations
Customer Answer
Date: 05/07/2024
[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: 21614190

I am rejecting this response because: I have received no phone calls from this company nor any messages. I just tried to call and a message states they are on vacation so I asked for a request that when they are back from vacation to call me. I left my number and also explained, I received no calls or messages from this company. Reading the summary they left, nothing is true and I have talked to Comcast several times and never ordered anything from my house.

Regards,

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

Customer Answer
Date: 05/13/2024
I have just left another message. Phone rings to a voicemail. I asked again for a call back, to resolve issues.
Customer Answer
Date: 05/13/2024
Comcast called my husbands number and my husband told the Comcast Representative ******, that I was communicating with the BBB case and I have been waiting for a phone call. Maybe that explains why they say they have been calling. They are not calling my number.
I couldnt even address the problem because she caused me of doing something that I didnt do and that is start the ******* from the remote she said. I explained that I didnt do this and not even sure how to do this. She immediately started to get argumentative towards me and said I need to follow up with my T-Mobile service who offers this free to us on our plan. I told her that we havent even addressed the other issues and she and I have got know where other than her being rude. So I asked if her supervisor could call me regarding this. I asked for her information because I told her I was in communication with the BBB and the antes to leave an accurate response. She again was rude. Her supervisor ***** is going to call me and he is also with the Corporate Regional ReportTeam.
Evettes number is ************ and I called her at 10:00. She told me she could only credit me for one month if being charged for ******* i first never-ordered. I told her this was something i didn't agree with.
Thank You
***************************
************
Customer Answer
Date: 05/13/2024
Note: The Response from Comcast on my complaint is false and inaccurate, I have only talked to the once and all the other times of nothing regarding this account is management by my husband. He pays the bill and always has. So all of the ******************* stuff if not being honest on their part. I had forgot to write this in last message. I still have received no call from manager and ****** stated he would be calling back. Thank You for your time.
***************************
************
Business Response
Date: 05/14/2024
May 14, 2024

BBB of ******************* & ********************
1880 ********************************************************************************************************************************

Re:       ***************************
              *******************************
              *********, WA 98311

              Case Number:                    21614190
            Date of Notice:             May 8, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
We initiated an investigation into her claim. On May 13, 2024, I spoke with ******************** to discuss her concerns and review her account with her. Our records indicate the third-party *************** was ordered through ******************** X1 cable box effective July 15, 2021, and first appeared on the August 13, 2021, billing statement. ******************** will need to reach out to ******* directly to further discuss her subscription and billing concerns.
On April 13, 2024, the third-party *************** was removed from ******************* account. On May 13, 2024, a partial credit was applied to the account as a courtesy for the value of one months *************** fees. The credit will be reflected on her billing statement May 13, 2024 billing statement.
Regarding the service concerns, there is no record found of ******************** reporting service-related concerns and no recent service visits have been completed at the residence. Our records reflect the modem is currently online and all service levels are within specifications, to further investigate the reported service concerns a service call would be required.
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: 05/16/2024
I am not sure what Comcast is getting out of this by not being honest. I think an investigation needs to be done on this account, because nothing is being investigated and being blamed on a third party. I want these charges credited to my account. I tried again calling and it goes straight to a voicemail. Also my number is **************, you are calling the number on account , that is my husbands number. I am dealing with this. So all the times you are saying g you have tried to call, you never tried to call me. I still am waiting on a call from Evettes boss.
Customer Answer
Date: 05/24/2024
[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: 21614190

I am rejecting this response because: Nobody has called me and talked to me. I talked to ****** and her Manager was suppose to call and hasnt. I left my information on voice mail again today. Still no callls.
My number is **************
Thank You ***************************

Regards,

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

Customer Answer
Date: 05/24/2024
My T-Mobile plan has ******* included.
Customer Answer
Date: 05/24/2024
Showing I have ******* with phone. I dont need it on My bill or did I order it.
Customer Answer
Date: 06/03/2024
Still every time I call this phone number nobody calls me back and it goes straight to a message. I still have not recieved the phone call back. I was waiting for the manager to call me and never has. I would like to resolve this.
Business Response
Date: 06/24/2024
June 24,2024

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

Re:       ***************************
            ***************************
Apartment 303
*******************

               Case Number:                     ******** -Rebuttal
            Date of Notice:             June 17, 2024

Dear Sir or Madam:

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

I made several attempts to contact ******************** via telephone and email. Although I was unable to reach ********************; I apologize for any inconvenience that *** have been caused, while attempting to resolve this matter.

Per our previous response dated May 14, 2024; our records indicate the third-party *************** was ordered through ******************** X1 cable box effective July 15, 2021, and appeared in the billing statements beginning August 13, 2021.

On April 13, 2024, the third-party *************** was removed from ******************** account. On May 13,
2024,as a courtesy, a partial credit was applied to the account for the value of one months *************** fees. The credit reflected in the May 13, 2024, billing statement.

The request for any additional compensation regarding ******* has been respectfully denied. ******************** will need to reach out to ******* directly to further discuss her subscription and billing concerns. I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.

Sincerely,

*****
Comcast Executive Customer Relations
Customer Answer
Date: 07/01/2024
We Can now close this case. I got the run around but finally they made it right. I am totally fine. The last girl treated me with respect and was the only one who apologized.
Thank You Again BBB

***************************
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 buy internet from Xfinity for over 6 months now and I am receiving text calls and emails from companies I never contacted I had no problems with spam calls until xfinity got my information. It is not right, not safe and just a shame that people depend on million dollar companies to keep account information safe.
Business Response
Date: 05/14/2024

May 14, 2024

Better Business Bureau
1880 *******************************************************************************************************************************************

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

Case Number:21614053
Date of Notice: April 23, 2024

Dear Sir or Madam:

This letter responds to the above-referenced complaint submitted to your office by Jerrame ********.
Jerrame ******** is not a Comcast customer.

******************** personnel attempted to contact ******************** to address his nuisance call concerns and left messages with their contact information. Contact with Mr. ******** is necessary to address his concern.
Mr. ******** should also consider registering his telephone number(s) with the National Do Not Call Registry to help reduce unwanted calls. For more information on the National Do Not Call Registry, visit donotcall.gov.

Should you have any questions or require additional information, please contact us at the telephone number provided below.

Sincerely,

Comcast Customer Security Assurance
**************
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.
In November 2023 I rc'd a sales call from Comcast/Xfinity promising cable, home internet and mobile service bundled for $99/month with the first month free. I stated that I would not give bank information over the phone. I was instructed to register and log into account to input my bankcard info for monthly bill, but that I would not be billed until the first month closed. I was told that my mobile device was not compatible with their service (not an assigned carrier phone) so I would receive a free mobile device. I received e-mails stating that I could pick up equipment at my local store and did so after 3 days. After about 5 days I realized that I had been debited by Xfinity and Comcast, $27.12 and $25.00 respectively. I also came to realize that the quoted price for services and almost everything told to me by salesperson was false. I began trying to reach an agent to cancel everything and refund my $52.12. I made several very lengthy phone calls, numerous e-mails and CS chats, and was finally refunded $25.00. I returned to the store and submitted l all equipment and thought that I was done and probably would never see the refund of $27.12. It wasnt until 3 months later that I realized Id been debited by Xfinity Mobile recurring $14.58 for several months. I logged into the closed account and was shocked to see recurring payments scheduled on my autopay. I resumed phone calls, e-mails and CS chats to try and resolve the error and false charges. I spent over ************************************************************************************************************************ the next 5 days. No such resolution has happened and I received an email the following day that autopay of $14.58 was scheduled for May 12. The account remains the same!
Business Response
Date: 05/10/2024

May 10, 2024

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

Re: *********************;
*********************
*******, ** 65536

Case Number:21613438
Date of Notice:April 23, 2024

Dear Sir/Madam:

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

On November 9, 2023, ************** purchased a ******** ************** 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.

************** did not satisfy the promotional requirements because the device was never activated. On November 20, 2023, a return request was initiated for the device. The ******** ************* was returned on November 27, 2023.

On December 4, 2023, the ******** ************* was disconnected for the billing cycle ending December 21, 2023. On April 27, 2024, Xfinity Mobile received three disputes for the billing cycles ending January 21, 2024, February 21, 2024, and March 21, 2024.

On April 24, 2024, I contacted ************** and explained this information. On April 29, 2024, as a courtesy, I applied an immediate credit to the *** balance. On April 29, 2024, I applied an immediate credit towards the disputed billing cycles ending January 21, 2024, February 21, 2024, March 21, 2024, and the final device payment plan amount for the billing cycle ending April 21, 2024. On May 2, 2024, ************** confirmed via email that the refund was received. The Xfinity Mobile account is closed and at a $0.00 balance.

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

Sincerely,

********************
Xfinity Mobile Executive Resolutions

Customer Answer
Date: 05/13/2024
[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: 21613438

I am rejecting this response because:
The content of Comcast's response was generic and did not address the facts that took place in this instance, whatsoever. I never purchased a phone from Comcast/Xfinity. I received a sales call at my home and was promised a bundle of services for $99.00/month which were to include, home internet, home tv services and cellular service. I was told that a device which was going to be placed on the cellular plan was not compatible with their service, but that I would receive a free telephone because of this. I, however; was immediately debited for shipping, which I had been promised was free. I had to drive across town to pick up the modem and was told I would receive phone in the mail. I never opened that phone once it arrived, because by that time (3 days later), I had discovered two debits to my bank account by ********************** and ******************** respectively. I decided that I wanted nothing more to do with this company due to the fact that the website showed I would not receive the bundled services for the promised amount of $99.00 and the website furthermore showed a 24 month plan for the phone which I never wanted in the first place. I drove across town to the Comcast store once again and returned all of the equipment and explained that I wanted nothing to do with Comcast or Xfinity except in the form of a refund. I placed several calls, utilized online chat many times as well as sending numerous e-mails to try and get my original debits back. I was refunded one of the debits and was told the account was closed. When reviewing my bank statements two months later, I realized I'd been debited monthly by Xfinity for $14.58. I opened the online account page and saw that there was no services, but that I was due to pay $14.58 each month as an auto-debit. Again I began calling, emailing and chatting to have my banking information removed and to be refunded the now 4 debits in error. The morning prior to my reaching out to the BBB I spent a grueling 93 minutes on the phone with 2 different CS agents of Xfinity, the latter being a Supervisor who told me that refunds where input and my banking information had been removed. Of course, that was not indeed the case and I embarked on a solution reached in union with the Better Business Bureau. I have since had calls from the Comcast Executive Resolutions Agent ********************** who stated she would look into the matter. She stated that she was trying to track down the phone which had been sent, but never mentioned anything regarding the deceitful sales call or the phone call with CS Supervisor which was dishonest as well. She genuinely showed only concern for Comcast/Xfinity property over the unwitting and betrayed customer.
I have never had such a difficult time trying to reach a solution with a company this vast. Shame on the fact that after all of the explaining, complaining and fact finding the Executive would answer with such a generic complaint and not outline any of our discussions regarding this fiasco.
Thank you to the Better Business Bureau for stepping in and helping navigate this problem!
Thank you again,
*********************
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.
Went to my Xfinity store to resolve a billing scam(from a 3rd party) that was taken care of. While I was there the salesperson asked who my mobil provider was and I said ******* paying $66 a month and he said Xfinity Mobile could get me same program for $44. So I said OK. After we changed over to Xfinity ***** he unsolicited went in the back room and came out with an Apple iPad and said that there was a promotion for signing on to Xfinity Mobile and I could have the iPad for $60. Also the promotion including a $100 **** card. I said are you sure and he said yes. So I paid $60 and he gave me the iPad. He Never said another word about it. Just gave it to me. I received my first bill for $90.44charged to my **** on 3/16. was ok because $60 was on there. But my next bill was for over $79 and I questioned this. Went down to the Xfinity store in ************** and asked why bill was so high. Original sales person not available at time. The sales person said that there was a $24 charge for the iPad I "bought". I said I never bought the iPad it was given to me as a promotion. He said no such promotions. then I said i will give the iPad back to them and they said I could not for it was over the time limit. Original salesperson then came in and told me the billing forgot about promotion and he would take care of it and credit my account. I left. On another matter I went back to store and brought the iPad with me to give back and they said I couldn't because it was over the time limit. I tried to explain the fraud perpetrated by their employee but all they were concerned with is policy. I said I never asked for an iPad he just brought it out and said it was a promotion. They said no that I purchased the pad for $599 and I can't give it back. I was flabbergasted. They did not even mention the fraud perpetrated by their employee. I just want to give the pad back and not have $599 charged to my account. Im 82 years old and this fraud is unacceptable.
Business Response
Date: 05/20/2024

May 20, 2024

Better Business Bureau
****************************************************************************************************************************************

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

Case Number:21613900
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 ***************************, an authorized user on the account of ***************************.

On January 24, 2024, *************************** activated a customer owned Apple iPhone 11. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion, customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.

*************************** satisfied the promotional requirements and will receive the Via Prepaid Card within 4 - 6 weeks after 90 days of the original purchase.

On April 25, 2024, because we were unable to confirm if *************************** was provided incorrect information regarding the iPad, I wiped the device payment, and applied a credit due to no usage. I also applied a credit to offset the refunds that were applied on April 24, 2024, due to no usage.

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

Sincerely,

******************
XM Executive Resolutions
Initial Complaint
Date:04/23/2024
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.
Established an ************************** case investigation 04/15/2024 # ESL ******** (******* assigned as case manager @ **************) to request COMCAST repay an ~$8,447.00 overpayment on an account #**************** (temporary rental home) which I closed down (June 24, 2020) with an agent on the phone while establishing with that agent a new service be set up with a technition who they scheduled for June 29, 2020 at a condominium I purchased/renovated #**************** which remains my Primary Residence. I have been paying on Autopay BOTH of the above since that time to date. Some time ago I noticed the payments and contacted COMCAST agents which convinced me things were all ok. Still concerned I contacted another COMCAST agent (*****) on 03/22/2024 who discovered the account ending in #**** was still open and not shut down as I instructed be done effective June 24, 2020. Thus, I payed COMCAST an overpayment of ~$8,447.00. I was contacted by ******* my case manager that they could find no records of me shutting #**** down or my return of all that equipment and they could only return ~4 months of my overpayment which is totally unsatisfactory to me considering the compelling and detailed information I provided with exact dates, decades of flawless COMCAST payments made throughout my 20 year US Navy career, the complex COMCAST transfer of accounts #**** (home residence) to #**** (condominium that required a new account/Group Plan) which I was required to do directly with an agent vs online transfer. This is a major amount of money to me, COMCAST transfer and agent process was complexed and flawed in that the #**** was not shut down on 06/24/2020 while at the same time establishing my new #**** COMCAST account currently active now..... I request BBB help please in attempting to get Executive Leadership at COMCAST to please return my full overpayment. This complex situation should not have continued for such a lengthy time. Thank you!
Customer Answer
Date: 04/30/2024
Dear BBB Staff, I wanted to thank you for your professional support with my complaint against COMCAST. They contacted me and would not repay the ~$8,447.00 overpayment but did refund their maximum allowable refund period of I believe four months which was completed on 04/30/2024 for a total of $707.15. The fact that they refunded any amount indicates to me the truthful and validated greater amount I sought to have returned. My account that I closed on June 24, ******************************************************************************* the same area contained the full details of all my autopay overpayments (while paying my new account on the same **** card). Even with their policy limiting overpayments to four months there should have been a management level that has the Limits of Authority to allow the FULL value of the overpayment given the complex circumstances and errors involved during the transfer of my account from a rental to my primary residence. To me this is truly unfair and a deliberate taking advantage of a decades long flawless performing client, retired US veteran and current paying customer. Given the extensive time it has taken to get this unsatisfactory response from COMCAST I consider this matter closed. Thank you BBB for your help in getting this matter before them. I request no further action.
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.
End of February Xfinity charged me $120 to you debit account for unreturned equipment they never told me to return and equipment I never order to begin with. I have contacted them every week since March and I get a different answer every time. They claim they sent me a check, then a debit card, then another card and now they're saying they refunded it back to my debit card. I have yet to receive any refund and they are still taking out monthly payments for my current internet account. ********************** Claim number: ECM0007157020.
Business Response
Date: 05/02/2024

May 2, 2024

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

Re:       *****************
            ********************
Apartment 3U
            **********, ** 33319

              Case Number:                    21613453
            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 30, 2024, I spoke with Ms.*********/***************** (same person) regarding equipment charges. The account ending in 9673; was disconnected on January 12, 2024,effective January 2, 2024, as requested by ************. The equipment thereafter was requested to be returned. A payment was made on February 17, 2024, to cover the balance due on the disconnected account. The payment included a portion for the unreturned Xfinity equipment. The equipment was returned on March 2, 2024,resulting in a billing adjustment being applied to the account on March ******. The account updated with a credit balance.

A refund email from ******************************************** was sent to ************ email on March 14, 2024. No acknowledgement of the email was sent. In result a refund was sent; via a prepaid card, to the residence on file via United ********************* (USPS)on March 29, 2024. If ************ has any questions or concerns, she will need to follow up with ONBE at **************.

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:04/23/2024
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.
The ****** channel is included in my Xfinity package. When I try to go to the ****** app I cannot log in. I contacted Xfinity technical support and was told there was nothing they would do and I should contact ******. That is ridiculous. I pay Comcast for the service.I want to be able to log onto the ****** ap and I want the problem fixed.
Business Response
Date: 05/01/2024
May 1, 2024

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

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

Case Number:21613399
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 24, 2024, I spoke with ************** regarding a service concern, at which time he advised that his concerns were previously resolved. Our records reflect that on April 22, 2024, ************** subscribed to the 3rd party streaming platform ******* with the monthly charge to be billed through his Xfinity billing statement.

Service issues with a 3rd party platform, including log in concerns need to be addressed by the 3rd party provider, since Xfinity does not have access. For *******, customers can visit help.disneyplus.com for assistance with the streaming service. 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

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