Complaints

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

close

Find a Location

Comcast Corporation has 928 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:04/21/2024

  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.

  Comcast/xfinity has been horrible to deal with..I have experienced multiple outages in the past month and a half and have not received any notification or reduction in my bill and when calling for support I cannot understand the offshore agents and when asked to speak with someone onshore I am refused. Wiring outside was recently replaced and was told the wire would be buried but no one ever came and then the wire was damaged do to the poor service of comcast/ xfinity because no one ever came to bury the wire. Then when called to have wire fixed they state that they will not be able to fix for 4 days. This is unacceptable as I work from home and without internet I am unable to work. My company doesn't pay me when my internet is out but Comcast still expects payment from me. I have missed about ***** in pay due to their outages. Due to having to use unscheduled pto time that I would not have had to use if they repaired the lines at night or early in the morning. I would like to be reimbursed for the service I paid during these outages and would also like to be compensated for the pto time I was forced to use.

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *******************************
              *************
              **************,** 23111
  
                Case Number:                    21605058
              Date of Notice:             April 21, 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 ****************** since she replied to my email on May 1, 2024,a review was completed on the account. Our records indicate on May 3, 2024, our construction team visited the location and completed burial of the line in question. The signal levels to the equipment are within specifications.
  
  On May 3, 2024, I left a voice mail message and sent a follow up email to ****************** to confirm if the work was done to her satisfaction. 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,
  
  
  ******************
  Xfinity Executive Customer Relations
  
  

• Initial Complaint

  Date:04/21/2024

  Type:Delivery 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.

  Received a physical promotion from this company 20$/ line for switching to mobile service if you have home Internet which I do. I attempted 6 times to do this between agents disconnects and technical issues? Finally I was told I had to pay off my device (690$) so I paid off the iPhone. Finally was eligible. So two days later April 21st I was told this promotion expired 2 weeks ago.... ? So the supervisor who promised this promotion and a free a15 device JUST 48 hours earlier. Lied and cost me 690$, bc apparently you guys are sending out expired promotions and information costing me a lot of money as well as me to leave my previous carrier to be completely screwed. Below. I've provided screenshots of both supervisors (one saying it's expired) the other stating all is good. I have the full chat transcript to verify my statement. If this isn't honored. I will handle accordingly

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       *********************
              *****************************************************;
              *******, Il 62526
  
                 Case Number:                     21605015
                 Date of Notice:             April 21, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *********************.
  
  **************** requested Xfinity Mobile services on April 17, 2024. **************** did not qualify for the Xfinity Mobile services; he requested based on the results of both an internal risk assessment, and external credit check performed by Xfinity Mobile.
  
  Upon receipt of this complaint, I contacted **************** and explained the above information. I apologized for any inconvenience that may have been caused, while attempting to resolve this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ***** P
  Xfinity Mobile Specialist, Tier 2

  Customer Answer

  Date: 06/07/2024

  [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: 21605015
  
  I am rejecting this response because: I thought this was to be a truthful matter. Because I have the original call log and Chat. Back in Jan? When I started home internet is when I qualified for a ******* a14 (do you wonder why my account was credited 70+$ that month alone. Then again? For that reason. And to the 4 agents stating (just have your wife or use her name to sign up for the mobile they won't know) I have those chats as well. Those two facts in themselves make me not want to entertain further lies being told. But lastly my service has been disconnected 6 times in a month bc (the last agent must've not put a scheduled date. Which is June 13th... so for the 6 days I had to call through tier one then tier two to have it resolved every single day. And now I have emails again saying my account will be interrupted.  I've sent you guys alllll this information.  The number was disconnected bc you know you told us yes to service beginning of the year. Then no months after signing up and receiving equipment. 
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a severe complaint against the unacceptable and negligent actions taken by an Xfinity technician, which have not only disrupted our internet service but have also resulted in significant property damage at our 6-unit condominium, where I reside.As a long-standing *** customer, I chose to avoid ********************** due to its well-documented record of subpar customer service and poorly trained personnel. Despite my precautions, Xfinity's incompetence has directly impacted me. During a routine installation for a new tenant in our building, which is wired for both Xfinity and ***, an Xfinity technician recklessly severed the *** cable within its designated box, effectively disabling the entire buildings *** service.This egregious act of carelessness has forced *** to undertake extensive repairs, including the installation of new lines, to restore service. As a result, our building is temporarily monopolized by Xfinity, a situation we never consented to. This has left me without internet service, which is crucial for my work-from-home profession, causing significant financial loss and professional setbacks.The difficulty in reaching a responsible party within Xfinity to address and rectify this issue is frankly astonishing and unacceptable. Your companys inability to provide accessible customer support only exacerbates the situation.I demand immediate action to resolve this issue and expect Xfinity to bear all associated costs for the damage caused and the subsequent resolution. Furthermore, I am seeking compensation for the loss of service and the financial impact it has had on my work. Rest assured, this complaint has been filed with the Better Business Bureau and will be pursued diligently until a satisfactory resolution is achieved.I expect a prompt response to this letter, outlining the steps Xfinity will take to rectify this situation. Failure to respond adequately will compel me to consider further legal actions

  Business Response

  Date: 05/13/2024

  
  May 13, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:                       Case Number:                      21604814
              Date of Notice:             April 21, 2024
  
  
              ***************************
              **************************************
              *******, IL 60660
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************** Xfinity service.
  
  On May 9, 2024, I communicated via email with ****************** regarding his concerns. ****************** advised on April 30, 2024, a technician visited his location and disconnected RCN lines in error. ****************** advised he was in contact with a Techncial Operations supervisor for the area regarding the matter.
  
  On May 1, 2024, a Technical Operations supervisor spoke with ****************** who verified that services were working correctly on April 24, 2024. The technician that completed the repairs during an installation on April 20, 2024.
  
  ******************** request for compensation for lost wages has been respectfully denied. On May 13, 2024, I followed up with ****************** via email to advise him of the above information. 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: 05/13/2024

  [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: 21604814
  
  I am rejecting this response because:
  
  
  I am writing in response to your latest communication and the ongoing resolution of the complaint filed against Xfinity concerning the negligent actions of your technician that resulted in significant disruptions and damages.
  
  It has come to my attentionand with considerable dismaythat the documents provided as requested evidence were encrypted and digitally signed, ensuring their security and integrity. However, it appears that Xfinity was unable to access these documents due to their encrypted nature. This key issue was not communicated to me, and disturbingly, my claim for compensation was denied without your team ever reviewing the crucial evidence submitted. All that you were able to see was the attached login report from ETRADE, which showcases my typical logins throughout a given period and also identifies the days that I was unable to login due to the negligence Xfinity has caused my building. 
  
  This oversight not only undermines the credibility of your process but also raises serious concerns about the ethical standards upheld by your company. Denying a claim without examining the submitted proof challenges the very principles of fairness and accountability that should define service-oriented interactions. This act is not only professionally negligent but also legally questionable, as it disregards the basic tenets of contractual and tort responsibility towards customers.
  
  Given the gravity of this matter and its implications, I insist on the following immediate actions:
  
  A thorough re-evaluation of the submitted evidence upon successful decryption, with a detailed explanation of the decision-making process.
  A clear outline of the steps Xfinity will take to rectify this failure in process and ensure such oversights do not recur.
  Reconsideration of my claim for compensation in light of the proper review of all pertinent evidence.

  
  Failure to address these issues comprehensively will compel me to escalate this matter legally, as it not only affects my personal interests but potentially sets a concerning precedent for how customer claims are handled.
  
  Please respond promptly to this letter with a plan of action and a commitment to resolve this issue ethically and transparently.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/13/2024

  More Infformation
  I am writing in response to your latest communication and the ongoing resolution of the complaint filed against Xfinity concerning the negligent actions of your technician that resulted in significant disruptions and damages.
  It has come to my attentionand with considerable dismaythat the documents provided as requested evidence were encrypted and digitally signed, ensuring their security and integrity. However, it appears that Xfinity was unable to access these documents due to their encrypted nature. This key issue was not communicated to me, and disturbingly, my claim for compensation was denied without your team ever reviewing the crucial evidence submitted.
  This oversight not only undermines the credibility of your process but also raises serious concerns about the ethical standards upheld by your company. Denying a claim without examining the submitted proof challenges the very principles of fairness and accountability that should define service-oriented interactions. This act is not only professionally negligent but also legally questionable, as it disregards the basic tenets of contractual and tort responsibility towards customers.
  Given the gravity of this matter and its implications, I insist on the following immediate actions:
  A thorough re-evaluation of the submitted evidence upon successful decryption, with a detailed explanation of the decision-making process.
  A clear outline of the steps Xfinity will take to rectify this failure in process and ensure such oversights do not recur.
  Reconsideration of my claim for compensation in light of the proper review of all pertinent evidence.
  Failure to address these issues comprehensively will compel me to escalate this matter legally, as it not only affects my personal interests but potentially sets a concerning precedent for how customer claims are handled.
  Please respond promptly to this letter with a plan of action and a commitment to resolve this issue ethically and transparently.ormation...

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had XFINITY for a little over 2 yrs My phone stopped working So I had to have someone come out to fix it Well the lines were a mess The original person who came to hook me up to XFINITY DID NOT DO THEIR JOB They came fixed all the lines Gave me an UPDATED ROUTER and they werent supposed to CHARGE me ANYTHING Well I got my bill today and they charged me a service fee to come and USE their SERVICES I am a DISABLED VETERAN on a fixed income and AM NOT PAYING this service CHARGE I want it off of my bill **** they said that if I got the ** channels again that I would have to pay over 300 dollars when I was paying around 240 for everything My bill is going to be about 130 SO HOW DO I HAVE TO PAY 200 dollars for tv channels YOU CANNOT get ANYONE TO HELP you AT ALL THE customer service is horrible It took 2 days and talking to people that haven o idea what they are doing We dont have much to choose from in the way of internet here where i LIVE

  Business Response

  Date: 04/29/2024

  
  April 29,2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************
  
  
  Re:          ***************************
  *********************
  *********,** 18634
  
              Case Number:             21604687
              Date of Notice:             April 21, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding the Xfinity service.
  
  Xfinity records indicate ******************** subscribes to Superfast internet and Xfinity **************  Equipment, taxes and fees are not a part of the package and are subject to change.
  
  On March 22, 2024, a self-installation order was processed to add a TV box.  Self-installation codes remain on the account for 30 days.  If a service visit is requested during the 30-day period, service visit fee is assessed to the account.
  
  On April 9, 2024, a request to cancel service and port the telephone number out to another provider was received.  On April 12, 2024, the service was disconnected, and the telephone number was released.  On April 12, 2024, an order to restart service, removing TV service was processed.
  
  On April 13, 2024, a service visit was completed wherein the technician diagnosed and resolved the issue by replacing internal wiring, drop connector and the drop ground block. The technician also referred the location to maintenance,but the concern was nonservice impacting. 
  
  In regard to the rates, on April 13, 2024, ******************** downgraded Xfinity TV service and equipment, prior to corporate contact, reducing the monthly rate.  ******************** has the lowest process for the internet and voice service she subscribes to.  On April 14, 2024, a service visit fee was charged to the account.
  
  On April 23, 2024, I spoke with ******************** and advised her of the aforementioned information.  As the service visit did not pertain to the self-installation ordered on March 22, 2024, on April 23,2024, the service visit fee was reversed and will be reflected on the May 19,2024, billing statement. Please be advised billing on this account is accurate.  I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ****************.
  Executive Customer Relations

  Customer Answer

  Date: 04/29/2024

  [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:04/21/2024

  Type:Order 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.

  Tried Xfinity Mobile for a couple weeks and decided not to keep it. i looked for a few days on how to cancel without luck. yet they clearly advertise that you can cancel at anytime. The purposely use malicious and deceptive tactics to make it extremely hard to cancel, they are so vindictive that they want you to get frustrated and give up, waste huge amounts of time, lose work money, or miss important life events because they want you to suffer for canceling. I have 3 hours in tonight, and a few hours from the last few days. 5 hours almost a full days work i finally went through about 30 prompts on their chat bot only to be told i had to schedule a time for them to call me. wtf, well since i usually work through the night I figure that would be impossible but turns out it doesnt matter their site says I can schedule their call at this time. Well , Im done trying to cancel I will not pay as I have gone above and beyond. Also, they are not supposed to make it difficult for a customer to cancel especially when advertised as cancel anytime. if they continue to charge, that is their problem not mine. What is my problem is that they now owe me $250 for the 5 hours of work that they forced me to do. Any further research and time or resources I must put in to this to get that $250 will result in extra hours they owe me for. at a rate of $50.00 per hour which is much cheaper that what they are going to be paying their attorneys. Really, a good law firm could easily take care of any arbitration clause and open a large class action suite against Comcast Xfinity for this malicious, deceptive, vindictive, and harmful business practices. I suggest they cancel the xfinity mobile line, pay me the $250 and quickly make changes but greedy sociopaths almost always have to get knocked down a few pegs the hard way!

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:**************
  
  , FL 34997
  
  Case Number:21604518
  Date of Notice:April 21, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************** regarding Xfinity Mobile Service.
  
  I made several attempts to contact Mr. ***** via telephone and email. Although I was unable to reach Mr. *****, a review was completed on the account. On April 7, 2024, Xfinity mobile services were started with one Bring Your Own Device (BYOD) with iPhone 13 Pro, IMEI ending in ************************************************** 7192 on the same date. 
  
  On April 7, 2024, a second iPhone 13 Pro, IMEI ending 3434 was set up in error. On the same date, the line was disconnected, and a credit was applied towards the line set up fee for the billing cycle ending May 6, 2024. 
  
  Xfinity Mobile offers a 14-day timeframe from the date of purchase to cancel services and receive a full refund. If you cancel an Unlimited line, data charges for the line you are canceling will be prorated based on where you are in your current bill cycle. We don't prorate By the ******** charges. ***********************************************************************;
  
  Xfinity Mobile respectfully declines any compensation for the additional credits. Mr. ***** *** contact Xfinity Mobile customer care at the phone number **************. 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 ***************, Extension 3052564.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 05/08/2024

  Complaint: 21604518
  
  I am rejecting this response because:
  
  

  Comcast / Xfinity / Xfinity Mobile have made no attempts to bring closure or settlement in regards to there numerous violations of Federal and State Laws.
  
  They refuse to take any responsibility for the Harm , Damages, Emotional Distress, Aggravation , and disruption of customers lives while they blatantly break laws.
  
  They are now being given my Demand For Settlement Letter and Being Advised of My Intent To Pursue Litigation
  
  Also, Any Law Firms or Media Outlets Who would Be interested in Picking up the case or the story can contact me at
  
  
  *************************

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

  Business Response

  Date: 05/17/2024

  May 17,2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       **************
  
              FL  34997
  
              Case Number:              ******** - Rebuttal
              Date of Notice:             May 10, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************** regarding Xfinity Mobile service.
  
  On May 6, 2024, the phone number ending in ***** was disconnected for the billing cycle ending May 6, 2024. On May 14, 2024, as a courtesy, one credit was applied to the unlimited intro data plan and a second credit applied to the taxes for the second line. The two credits were applied to the billing cycle ending May 6, 2024.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 05/26/2024

  [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: 21604518
  
  I am rejecting this response because:

   

   

  The company purposely took actions to ensure that the cellular service could not bee canceled. Yet they clearly advertised cancel anytime. Further there is proof that several attempts were made to cancel the service within the 14 day period.
  
  Extensive amounts of resources have been exhausted on 2 occasions attempting to cancel a service which XFinity Mobile maliciously advertised easy cancellation them made sure customers could not cancel.
  
  ********************** was further sent 2 demands for settlement and have been notified of our intent to **** Xfinity has failed to respond to the demand for settlement to make us aware of their intentions.
  
  Xfinity has left us no choice but to pursue litigation and it has come to our attention that Xfinity engaged in practices that broke both Federal Law , Florida State Laws , as well as, Violations of The Americans With Disabilities ACT(ADA).  Xfinity's refuses to make good for their mistake. They continue these unscrupulous and deceitful acts which they have a long documented history of but they refuse to clean up their act. I looks like recruiting help from several ******************* and letting the United ***************** pursue class action against Xfinity is the way to go. They are no stranger to the getting sued and losing. They refused the easy option so now it's time to take the next steps and get the justice Xfinity refused to give on a much smaller and simpler level on their own!

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

• Initial Complaint

  Date:04/21/2024

  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.

  While I was on the phone with an Xfinity rep regarding an issue with our service the agent asked if I would like a phone upgrade from my ********* He stated it was free. I said sure. The phone arrived on 4/10/24. I took it over to the Xfinity store in **************** to have my number transferred to the Galaxy A15 from my MOTO. ****** ( *****) did with the help from the mgr. A few days went by and I was not getting any calls. I went back, he did it again. Still no calls. I called customer service and found out it was not an upgrade but a new line. Existing Xfinity mobile customers were not eligible only customers bringing their service from another carrier. Also, Xfinity started billing me for monthly payments for the phone and new line activation and numerous other fees. I was fine with my MOTO phone. I have called Xfinity to return this Galaxy A15 and was told a shipping label would be emailed to me. Nothing. Each promise is followed up with an excuse why I have not received it yet. I have to send it back then dispute the charges with Discover. I now believe that they are delaying this process for the 14 day return policy to lapse. I have called and have done online service chats and nothing. We have been Xfinity customers for years along with our ********************** service and cant understand why no one brought up the details about this promotion and lied to begin with to send the phone out. Now they make it impossible to straighten the situation out. Im hoping you will be able to step in.

  Business Response

  Date: 05/10/2024

  May 10, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       ***********************
              *********************
              **************************
  
                Case Number:              21604414
                Date of Notice:             April 21, 2024
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ***************************.
  
  On April 10,2024, **************** purchased a ******* Galaxy A15 to replace the device used on his existing line of service. Due to an inadvertent error, the new device was provisioned to a new line of service with a new telephone number ending in -1944.Mr. ******* existing ***** telephone number was, and is, still working on his previous device. We apologize for any inconvenience and/or frustration *************** may have experienced.
  
  At the time of Mr. ******* order, 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 his ******* Galaxy A15 device was activated with a new telephone number.
  
  **************** opted to return the subject ******* device to **********************, which we have received in our warehouse. On April 30, 2024, the new line of service was disconnected; the returned devices condition is currently being graded. Any device-related refunds due to **************** will be issued based on the devices condition.
  
  On April 24, 2024, I followed up with ****************. Mr. ******* existing device, ***** telephone number and line of service are working. Should you have any questions or need additional information, please contact me at ********************************
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/19/2024 Xfinity took a payment from me under false pretenses. They told me I could pay $194.00 of my past due to restore service until 4/25/2024 and disconnected my service the day after I made the payment. They are also charging me $249.00 for a past due Xfinity mobile bill to which I have never had Xfinity mobile and they will not stop the collection with no proof I have ever had Xfinity internet. I was coerced into paying an amount under false pretenses

  Business Response

  Date: 05/09/2024

  May 9, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*********************
  ************************************************************************************
  
  Case Number:21604318
  Date of Notice:April 21, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  I made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. Our records indicate that as of the March 16, 2024 billing statement, ************** had a past due balance. Our records indicate a partial payment was submitted to the account on March 8, 2024, and on March 21, 2024, the payment was returned by Ms. ****** financial institution. On March 21, 2024, a late payment notice was provided to ************** via email. As a result of the returned payment, the service was suspended for non-payment on March 22, 2024, and the account was billed a returned payment fee. On March 22, 2024, the service was restored with a payment arrangement. The arrangement was for the past due balance and was scheduled for April 6, 2024. 
  
  Our records indicate this payment was returned by Ms. ****** financial institution on April 18, 2024, and a returned payment fee was billed to the account. Consequently, the account was suspended for non-payment on April 19, 2024. On April 19, 2024, a partial payment was applied to the account and service was temporarily restored. However, the payment received on April 19, 2024, did not cover the full past due balance, and the account was interrupted for non-payment on April 20, 2024. A partial payment was applied to the account on April 23, 2024, and an additional payment was applied to the account on April 25, 2024, to restore service. The account still has a remaining outstanding balance which is due by May 13, 2024, to avoid service interruption.
  
  Regarding the Xfinity Mobile concerns, a review was completed on the account. Our records indicate on November 8, 2023, **************, established mobile services by adding a BYOD Apple iPhone 14 plus enrolled in the unlimited premium plan. The line was never activated with a ported-in or assigned phone number. The mobile account was activated seven days post-purchase to generate the monthly billing statements causing the ongoing billing to continue with the mobile account. There is no record of a payment being processed for the billing statements issued from December 14, 2023, to April 14, 2024; there is no record of any usage. On May 2, 2024, a one-time credit to the mobile account to offset the past due balance; the account was removed from collections. 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
  

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was p***aring for an upcoming move and needed to transfer my existing home internet to the new address. I called Xfinity to see what steps I needed to take to do this and was advised to schedule the transition through the Xfinity App. I followed the instructions in the App and set the date for the internet to be turned on at the new address for 4/20, which was the earliest Xfinity would allow me to schedule. I received confirmation that my transfer went through and my internet would be transferred to the new address on 4/20/2024. This was about a week before my move. On 4/20/2024 my husband received a message stating that our internet couldn't be transferred to the address because there was already an account at that address. We called Xfinity to see how we could resolve the issue. They told us that we would need to provide proof of purchase before they would activate our internet. I explained to them that they needed the address when I initiated the transfer and no one reached out to notify us of this process. We explained we've been living at the address for a week and a half and would be happy to provide a deed or contract proving we bought the house. They then told us it would take three to five days before our internet would be turned on. I said that this was unacceptable because we followed their instructions on transferring the services. A second ******** service *** said if we could email the deed of contract they would be able to turn on our internet. We agreed to do that but a third ***resentative said it would actually take ***** days before our internet would be turned on. My issue is that we are paying for internet at our old address and were not provided the services Xfinity was supposed to provide because of a mistake on their part. We still don't have internet.

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:*********************;
  ************************************************************************************************
  
  Case Number:21604153
  Date of Notice:April 21, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  I attempted to contact **************** via telephone and email several times. Although my attempts were unsuccessful, a review was completed on the account. **************** processed an account transfer via self-service online on April 15, 2024. However, on April 20, 2024, the order was canceled due to an active account being located at the address in question. That same day, **************** spoke to a company representative, at which time documentation was requested to re-initiate the service transfer. 
  
  Our records show that the equipment had been removed from the account during this process and that a secondary order for new services was placed on April 21, 2024. This order reflected in pending open status due to missing equipment. On April 22, 2024, the equipment was re-added to the account and the order was completed, activating services at the location for ****************. 
  
  The equipment on the account is currently reporting offline and there are no issues in the area affecting services. In order to resolve any remaining concerns she may have, contact with **************** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust 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: 05/03/2024

  [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: 21604153
  
  I am rejecting this response because: I returned ******* calls and left a voicemail. I was contacted by someone else from Xfinity, *******, the day I had to go into a store location to straighten out the internet service. ******* confirmed that Xfinity did try to contact the previous tenant. She also stated that simultaneously, Xfinity was supposed to contact me, letting me know that they could not reach the previous tenant. She confirmed that Xfinity did not do that. Simple communication between Xfinity and me would have avoided this situation. It took three separate customer service calls and an ************************* associate to resolve this matter.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Xfinity internet and mobile service (2lines) for the last 4 years. On April 15 2024 I called customer care and they saidmy spouse ********************** number *************) has an offer with discounts on trade in iPhone 7 with iPhone 13 plus and explained the amount to pay in taxes. I made the payment of $81.80 and got the order number by email and said we'll get a tracking number for the iPhone 13 plus to receive to my address. The next day I got an email theorder was cancelled even though we uploaded the license front and back. I have no idea why our order got cancelled since the representative offered the device promotion in detail.So, I request to process the order for the 2nd mobile line to iPhone13 plus...

  Business Response

  Date: 05/10/2024

  
  May 10, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************************
  
  Re:*******************************
  ********************************************************************************
  
  Case Number:21604141
  Date of Notice:April 21, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************************.
  
  On April 17, 2024, ************************** purchased an iPhone 13. 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 an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. 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 order was canceled after ************************** failed to provide requested documents to complete the order. More specifically, when asked to provide identification, ************************** provided identification for his spouse, the user of the line, and not himself, the account owner. No payment was made for this order. 
  
  Upon receipt of this complaint, I contacted ************************** and explained the above information. I explained that the trade-in promotion is still available should ************************** wish to place a new order and trade in the iPhone 8. ************************** advised that he did not wish to place a new order at that time. 
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions
  

  Customer Answer

  Date: 05/13/2024

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

• Initial Complaint

  Date:04/20/2024

  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.

  as of 4/17/24 i could not send or receive e-mails through my provider comcast/xfinity account no. **************** . i spend almost 250 dollars a month of hard earned money on services from comcast. when i called comcast 6x in one 4 hour period to try to get help fixing whatever the problem is, and obviously the problom is on their end as verified by their operaters six differant operaters kept switching me from one op to another , they would not even let me cancel services. each operater would say my **** cant help you let me transfer you and i would be on hold fora half hour each time.when someone would finally pick up the vicious cycle would start all over again..i constantly experience other outages of their bundled services with no response, help or credit from comcast.i am paying them for services they are not providing as per my contract with them and am not receiving any refund or credit when any of their sevices are not provided as per contract, outages are many and often and they make it extremely difficult to cancel any services if not impossible. thank you ****

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       ***********************
  PA 17972
  
              Case Number:                            21603535
  Date of Notice:                          April 21, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On April 25, 2024, I spoke with **************, and he stated that he was having issues with sending and receiving emails through his Outlook platform, which is a third-party email service. We attempted to troubleshoot this problem by logging into his Xfinity account, but the password needed to be reset.
  
  To assist **************, I removed the verified cell phone number, which was no longer a valid number. I attempted to add a new cell phone number; however, ************** did not receive the text message.
  
  As a result, the *************************** (CSA) team was engaged to assist. A CSA representative attempted to contact ************** on April 25, 2024, April 26,2024, and April 29, 2024; however, these attempts were unsuccessful. Due to CSA being unable to contact **************, we were unable to resolve his email issues.          
  
  Please be advised that Xfinity emails and email inboxes are a complimentary service and are not being provided at a cost. Therefore, compensation for the issue and the subsequent time spent to pursue the resolution are being respectfully declined as unjustified.
  
  Please be advised that if ************** should decide to cancel his Xfinity services,further information about this process can be found on: *******************************************. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations