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

28,108 total complaints in the last 3 years.
9,121 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:11/18/2022
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 September 2022 I disconnected my service with Xfinity Comcast. While reviewing my bill, I noticed that I was paying for a TV package for over 14 months. I never had cable only Internet. I contacted Xfinity because I needed my service disconnected because I was moving into another city. Xfinity told me it was negligence on their end and somebody shouldve contacted me over a year prior to that they gave me a credit of over $567 to my account. prior to this incident Xfinity, disconnected my service before my move-in date so I was already frustrated due to that because I told him to disconnect my service on the day of my move-in day. Within a week later after my move-in date, I received a refund of $77 to my cash app account. I called Xfinity the next day and they explained to me that the rest would be sent in increments. I waited 7 to 14 business days after the end of September, I never received anything or any funds after 14 business day I contacted Xfinity again and Xfinity informed me that three payments were sent to my cash app account and to contact my bank. I contacted my bank and they explained to me they never received the funds and which I provided screenshots of that conversation they resubmitted my refund from Xfinity so I waited another 7 to 14 business days. Here comes October and I never received anything again contacted them at the end of October, and it basically told me that the funds were gone and there was nothing they could do. I reached out to Comcast corporate in which they opened a corporate case after 2 1/2 months of figuring out where this money is corporate, informed me that the funds were sent and they couldnt do any more, I have no idea where these funds were sent to. Im missing over $300 and my bank does not receive anything from Xfinity in which I have screenshots, phone recordings, and emails. I have spoken to over 30+ people and no one is willing to help me locate the money they sent my money to someone else.
Business Response
Date: 12/02/2022
December 2, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re: *******************************
**** **** **** ****
Bradenton, FL *****

Case Number: ********
Date of Notice: November 18, 2022

Dear Sir/Madam:

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

On November 29, 2022, I spoke with ******************************* regarding a refund request. That same day, I partnered with our Finance team, who was able to confirm, on September 21, 2022, four payments were reversed to **. ********** credit card which is the way they were received, and the credit balance refund was issued on September 23, 2022. All reflected on **. *********’s October 3, 2022, billing statement.

*** ********* was advised she will need to speak with her banking institute, at which time she informed her bank account was closed. Per our Finance Team, *** ********* was advised to request a letter and final bank statement from the bank reflecting the account was closed at the time of refund and that no refund was received. I apologized for any inconvenience that may 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,

Yolanda R.
Executive Customer Relations
Initial Complaint
Date:11/16/2022
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 upgraded my phone at the store. Purchased a new phone which they took the money out of my account within minutes. I however, waited five days for the phone to activate, something that should have taken minutes, I went back to store to exchange phone for a different one and they told me it wasn't activated yet in their system. Refused to let me exchange the phone "until it shows activated" in their system. Manager ***** was very rude, condescending telling me "I don't see the problem you have a working phone" I showed him that the phone was activated but he said their system doesn't show it and I would have to keep this phone until it shows up in their system. Today marks one week since this process started and I have received no word from them on whether it is fixed or not.
Business Response
Date: 12/01/2022
December 1, 2022

Better Business Bureau
1880 ***************************************************, Suite ****
************, ** 19103

Re:       *************************************
            ********************************************************************************************************************************************* 48035

Case Number: 18380025
Date of Notice:             November 16, 2022

Dear Sir/*****:

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

Our records indicate that ************************* purchased a ****** Pixel 7 on November 2, 2022. ************************** wanted to initiate an exchange for a different device and was unable to due to a stuck order.

On November 16, 2022, the stuck order was completed, and a return was initiated. On November 16, 2022,she sent the device back via ****** and was received by the warehouse on November 17, 2022.

On November 17, 2022, I spoke with ************************** regarding her Xfinity Mobile concern and explained the above-aforementioned information. I advised her once the device was graded,I would follow up with her to confirm the device is removed from her account.

On November 18, 2022, I reconnected Ms. ************ previous purchased ******* Galaxy Note 20 to use with her phone number.

On November 23, 2022, a refund was processed for the purchase of the ****** Pixel 7.

On November 30, 2022, I followed-up with **************************, and she confirmed she received the refund successfully. I applied credits to her account to offset the line activation fee on the December 14, 2022 billing cycle, and for the delayed resolution, which was for the November 14, 2022 billing cycle. I apologized for any inconvenience experienced while attempting to resolve this matter.

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

Sincerely,

**********
XM Executive Resolutions
Initial Complaint
Date:11/14/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There was a payment of $500.44 paid on my behalf by Covid-19 rent relief program on 6/27/22. The payment was cashed by Xfinity with invoice #******-**** but the credit was not applied to my account. I have made several attempts in regards to the missing payment but Xfinity has not provided me with an update of their investigation. However, they have been disconnection by my services for the past 3 months and charging me an extra $60+ to reconnect my services. I provided the number of the third party company whom made the payment on my behalf and Xfinity has yet to contact them in regards to this matter.
Business Response
Date: 11/29/2022
November 29, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       *********************************
            **** ***** ********* ***
            Antioch, CA *****

Case Number: ********
            Date of Notice:             November 14, 2022

Dear Sir/Madam:

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

On November 21, 2022, I spoke with ******************* regarding a billing related concern. I advised ******************** on November 21, 2022, that our payment services department was able to find the missing payment that was made for her behalf by the California Covid-19 Rent Relief Program and has been applied to her account as of November 21, 2022.

Our records indicate that the payment was applied to the account on November 21, 2022. This payment was misapplied due to the wrong account number being listed on the check from the California Covid-19 Rent Relief Program.

Our records indicate that the customer was charged a reconnect fee from a soft disconnection that occurred on June 29, 2022; September 29, 2022, and October 29, 2022, due to nonpayment on the account. A credit was applied to the account on November 22, 2022, for activation and late fees. This credit will be reflected on the December 07, 2022, billing statement.

Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

Shandi R******
Executive Customer Relations
Customer Answer
Date: 11/29/2022
[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:11/14/2022
Type:Product 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 had a package deal with xfinity (phone, internet & tv), I called them 2 times to try and see how I could lower my monthly bill due to trying to manage finances, both times I called I was connected to people that I could barely understand, the 1st one said they would research my options then call me later that day=after 3 days I never received a call, I called again and asked if i could be connected to someone in America=they said no, they said if I want to cut cost then I should take my boxes back and use a app, also they said i could save money by buying my own modem/router and not leasing theirs. I have phone with them and the modem/router is less expensive if I don't order one with a phone jack so i figured I'd get a ***** **** for $40 a year, get my own modem, keep paying for the phone with xfinity to keep my package deal and save money with my own modem/router and no boxes=as soon as I transferred my original phone number to ***** **** and tried plugging in a new modem/router that i purchassed, xfinity immediately canceled by package deal and my very next bill went from $195 to $275 ($80.00 more just for moving my phone number, I was still going to pay the package price) it's like they were just waiting for a reason to remove my package price even after they are the ones that told me to shop for my own router/modem, not 1 person said "make sure your modem/router has a phone line or your plan is canceled". I tried calling for assistance and I got the most arrogant and rude person that just wanted to try and make me feel stupid because I didn't know all the fine print and I shouldn't listen to their call center and wouldn't let me talk to his supervisor. I feel I was misled and taken advantage of
Business Response
Date: 11/29/2022
November 29, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Boulevard, Suite 1330
Philadelphia, PA 19103

Re: *****************************
***** ***************
Macomb, MI *****

Case Number: ********
Date of Notice: November 14, 2022

Dear Sir/Madam:

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

On November 17, 2022, I spoke with ****************** regarding his concerns. Our records indicate on October 11, 2022, a request to port the telephone number to another provider was received. The port out request was completed on October 18, 2022, and the Xfinity Voice service was removed. The removal of the Xfinity Voice service caused the retail rates for the remaining service to apply. The change is reflected on the October 20, 2022, billing statement.

On October 22, 2022, ****************** removed the video service and repackaged the account. The account was enrolled in a 24-month promotion for Gigabit Internet. The package receives a monthly promotional discount effective until November 2, 2024. Once the discount expires the retail rate will apply. The package is eligible to receive a monthly self-service discount with enrollment in EcoBill and AutoPay. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change. The prorated billing adjustment associated with the change of service is reflected on the November 20, 2022, billing statement.

As a courtesy, I applied a one-time credit to the account on November 17, 2022. The credit will also be reflected on the November 20, 2022, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension************.

Sincerely,

Rashea C.
Executive Customer Relations
*******************************
Customer Answer
Date: 11/30/2022
[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:11/10/2022
Type:Customer Service 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 Comcast Cable/Xfinity! I have been calling in for over a month. I my service goes off at midnight and stays off for hours. I have been trying to get through to this company. When I call, I get the automatic systems, which quickly detects an error on my modem and starts to reset it. I have to wait through the reset. So everything I call back it goes to reset my modem. It's hard getting through a live agent. This has been going on for some months. I finally reach a live agent and detected an issue and did a troubleshooting. He notice that it was an issue for over a month. Whatever the rep did, it stop! He did an order for a tech to still come out on Nov. 9, 2022. I canceled the order because I was not having the problem. I asked the rep was my service was compromised. He said mine was not in the ones that had been compromised. I started back having problems today, Nov. 10, 2022. I feel like my service is open to the public and has been compromised the whole time I have had service. I would see people that live on my street, walk in front of my house with their cell phones to pick up service. My account is password-protective by me. I feel that my privacy has been violated by Comcast/Xfinity in this manner. There is an Xfinity tech that stays around the corner from my house. Some neighbors are worried about his loyalty to the company. I feel that my account and service have been breached and compromised.
Business Response
Date: 11/30/2022
Attn: Complaint Department
Better Business Bureau
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

November 30, 2022

Re:          *********************
*** ***********************
Gadsden, AL *****

BBB File Number:              ********
Date of Notice:             November 11, 2022

Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **************************
The privacy of Comcasts customers is of the utmost importance. We take our customers' privacy and security very seriously. Comcast complies with all guidelines mandating the proper maintenance of such information.[1] Pursuant to Comcasts Acceptable Use Policy for XFINITY Internet, it is the responsibility of the subscriber to secure and manage their personal devices and home network.[2]
Upon receipt of this complaint, Comcast Customer Security Assurance personnel investigated *** *****’s Comcast account security concerns. The result of the investigation found no definite signs of compromise to her account.
Comcast has suggested several ways that *** ***** can secure her in-home Wi-Fi network, including by choosing secure options for her network name and password, increasing her firewall protection, and using anti-malware software on her devices. It is recommended that *** ***** re-secure her account login credentials and consider implementing Two-Step Verification as an added layer of security.
On November 15, 2022, a Comcast Customer Security Assurance technician contacted *** ***** to advise her of the aforementioned information. The technician advised *** ***** ***** that the Comcast Privacy Policy can be found online at www.xfinity.com/privacy.

On November 18, 2022, a Comcast Executive Customer Relations representative applied a one-time service adjustment credit that will reflect on her statement dated December 16, 2022. In speaking with *** *****, she indicated that she is no longer experiencing intermittent service issues and respectfully declined a service visit. All signal levels are showing within the required specification. *** ***** has the representative’s direct contact information should she have any future questions or concerns regarding this matter.
We apologize for any inconvenience *** ***** may have experienced while attempting to resolve her concerns. We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.

Sincerely,
Customer Security Assurance
**************

[1] ********************************************************************
[2] *************************************************************************
Initial Complaint
Date:11/10/2022
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.
Have been having issues with service since August. Cable not working, internet going in and out. Asked for bill to be adjusted, since this has been going on intermittently since August- November. Spoke with a supervisor she would not listen when I advised her the box has been moved and the new box works and where the old box was moved to it is now not working. Which would have to be the box. She stated she would not issue a credit to the account. And she could send a tech out, makes no sense because its the box so I could of went to the store to swap equipment out and try to resolve my issues same day!
Business Response
Date: 11/29/2022
November 29, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       ****** *****
            *** **** ***** ******, Apartment ***
            Trenton, NJ *****

Case Number:                      ********
            Date of Notice: November 10, 2022

Dear Sir/Madam:

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

On November 18, 2022, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing defective connectors and splitters. I was unable to reach *** ***** after the service call.

On November 21, 2022, I applied a credit for the service issues. This credit will reflect on the November 28, 2022, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

Anthony A.
Executive Customer Relations
Customer Answer
Date: 12/01/2022
[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: ********

I am rejecting this response because: the guy was suppose to call me back . If he would of called me back he would of known my internet was still down. My internet was just back up as of 11/29. I had to go and get a new modem, which I advised to xfinity when I called originally. They told me that wasn't the issue. I need someone to call me back because that credit did not cover until 11/29/22.

Regards,

***********************
Business Response
Date: 12/13/2022
December 13, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:***********************
*** *****************, Apartment ***
Trenton, NJ *****

Case Number:********
Date of Notice:December 6, 2022

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 e-mail. Although I was unable to reach **************, a review was completed on the account. Our records indicate that a modem swap did take place on November 29, 2022. As a courtesy, a credit of $40.29 was applied to the account on December 9, 2022. The credit will reflect on the December 28, 2022, billing statement. I apologize for any inconvenience that may 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,

Anthony A.
Executive Customer Relations
Initial Complaint
Date:11/07/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday 11-4-2022 I went to the Xfinity Store located at ******************************************************************************** to provide new billing info for my auto-debit taken out monthly for $9.95 for internet access. I had just changed banks after approx 3 1/2 years of having an account with them. They could not do the change in the store and referred me to a phone # to call. I was not opening up a new account, but only providing either bank routing numbers or a new debit card # for auto-debit. I had provided this info to approx 10 other business accounts easily at no charge to me. The phone representative took my debit card info and proceeded to charge me $49.99 for a one-time charge. He also sent me 2 different verification codes, one after another, which stated that no Xfinity employee would ask for these codes....but he did for both codes and said it was ok. when he told me of the $49.99 charge I relied "that's outrageous" and he hung up. I was not rude or offensive, but only remarked. Not one of the other business's charged me for the change. I am on Social Security as my only income, live in HUD housing for 3 1/2 years, have had 3 heart attacks, am Type 1 Diabetic on an insulin pump, Stage 3 Kidney Disease, and several other conditions which produce relentless pain throughout my body. I pay extra for a supplemental insurance plan, for my Social Security is about $100 higher than the average, and do not receive any other discount assistance such as ********* ****** discounts, etc.. My income is depleted every month by inflation and other financial factors. Xfinity-Comcast has a reputation for very poor service and sudden exorbitant billing increases to others in my 62+ retirement community. This totally unexpected charge of $49.99 just to provide changed billing info on an existing account, when no other business required this to maintain uninterrupted billing, is outrageous, greedy and has depleted my account of money needed for prescriptions, food, phone bill, etc
Business Response
Date: 12/05/2022

December 5, 2022

Better Business Bureau
4099 *************
******, ** 18507

Re:       *********************
            ********************************************************************************************************************************************************* 98273

                Case Number:                      18370273
            Date of Notice:             November 8, 2022

Dear Sir or Madam:

This letter responds to the above-referenced complaint submitted to your office by **********************

Comcast investigated Mr. ****** concern about being charged a fee to update the automatic payment instrument he uses on his ********************** account. The investigation determined that the call interaction ************** described in his complaint was not with Comcast. Comcast does not charge a fee to enroll in AutoPay or to change the payment instrument used for AutoPay. In addition, Comcast has not received a $49.99 payment on Mr.****** ********************** account. It appears as though the interaction was part of a scam perpetrated by an unauthorized third party or parties. Customers can call 1-800-Comcast to verify the legitimacy of any callers claiming to be from Comcast. Customers can also visit Comcasts security alerts site for information about potential scams.[1]

Comcast *************************** (CSA) personnel made several attempts to contact ************** to address his concern and left messages with their contact information should ************** have any questions or concerns regarding his ********************** account.

Should you have any questions or require additional information regarding this matter, please contact CSA at the telephone number below.

Sincerely,

Comcast ***************************
**************

[1] https://internetsecurity.xfinity.com/help/alerts
Initial Complaint
Date:11/07/2022
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.
2 years ago, I switched to Xfinity internet. To get me to switch my cell plan to Xfinity, they offered to throw in a free iphone SE. I didn't really need it because I had an older paid off Galaxy S8, but decided to go ahead and switch and my son could use the free phone. So I bought a new iphone 12, switched my old # into the new phone and got my free iphone with a new # for my son. Their app never worked right and any time I tried to call, it took forever to reach anyone, so I never looked at an itemized statement until last month, and saw a $16 monthly charge for the "free" phone. Call customer service and was told that promotion was only if you pulled a # into Xfinity, which I did. They said no, it has to go into that particular phone. Sales guy never said that and set me up with a new #. I've now found out I paid $400 for a phone I never wanted or needed, when it was promised to be free as an enticement to switch my entire phone service, which I did. I spent 1.5 hours at the Xfinity store Saturday with zero solution, and told a regional manager would call me, which they haven't.
Business Response
Date: 11/23/2022
November 23, 2022

BBB of Metro Washington DC & ********************************************** **********************************************., Suite 1330
************, ** 19103

Re:*****************************
2320 ***************
*********, ** 98685

Case Number:18369843
Date of Notice:November 8, 2022

Dear Sir/Madam:

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

Comcasts records indicate that ******************** placed 2 Xfinity Mobile device orders on December 29, 2020, for an Apple iPhone 12 Pro *** and an iPhone SE. During this time, a On Us, promotion was being offered for an iPhone SE device which provides a monthly credit equal to the monthly installment of the Device Payment Plan for the device, over a ******** period if certain eligibility requirements are met. The requirements for the device credit in which are disclosed at the time of the sale and listed on the customer agreement requires a new line activation with a ported phone number from another provider within ********************************************************************** service during the 24-month period. Due to the device being activated with a native phone number, ******************** was not eligible for the promotion.

As a Xfinity Mobile subscriber, access to the mobile account to view a summary of the current and previous billing statements are accessible by logging in to the account online or through the mobile application. If a customer is unable to successfully log into their account using their Xfinity ID and password, they *** contact our care teams to diagnose the issue and or provide a thorough review of the account. On November 5, 2022, ******************** contacted our care teams to change her account password and inquiry about the device payment that had reflected on her billing statements. Although, our records do not confirm Ms. ********* account password was updated, she was advised correctly the charge was for a device payment. On November 10, 2022, a review of the account was performed, and no issues were noted regarding as to why ******************** *** have not had access to her account.

On November 10, 2022, I spoke with ******************** and confirmed the information above. ******************** had advised me that she had updated her password previously and was able to view her account. On the same day, I provided ******************** the promotion requirements that had not been met which included a monthly device payment charge as of her December 28, 2020, through her current October 28, 2022, billing statement. I then advised ******************** that our records did not confirm she had attempted to return the device within the time allowed and respectfully declined her request for a refund. I also informed ******************** that once the current October 28th statement payment has processed, the device will be paid in full. Although I had declined a refund for the device payments, on November 10, 2022, I applied a courtesy credit to Ms. ********* October 28, 2022, billing statement for the service charges that currently reflect.

On the same day, I apologized to ******************** regarding her recent visit at the local Xfinity retail store and that our records did not confirm she was promised a follow up call or that it was provided. On November 14th and 15th all 3 lines of service were cancelled and transferred to T-Mobile. 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,

****************
XM Executive Resolutions
Customer Answer
Date: 11/29/2022
[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: 18369843

I am rejecting this response because: 2 credits were promised to me.... 1 for $25 for customer service on the Saturday I went to the XFinity store that was never forthcoming. And then I spoke with ****** a couple days later after a regional XFinity manager failed to call on Monday as promised, and was again promised a credit that was never applied to my account. My account showed 2 paid off phones and I was told there would be no problems porting my numbers to **mobile, so I went to the **mobile store only to find out Xfinity, though their app showed the phones as paid off, claimed there was 1 payment left for each phone. To clear the phones so I could port the numbers out, I was told I had to pay the bill in full which I did on that day, totaling $226. No credits were ever applied as promised. I still show a bill owing in fact for $29.51. For what, I have no clue. I should be owed money on this account. ****** states that their customer service rep at the time of purchase of the phone stated I needed to port a number to get the promotion. I did this. I ported my primary number over to Xfinity. I was told if I ported this number over, they'd give me a free phone. So I did. They even convinced me to buy a really expensive IPhone 12. Their sales person is the one who ported the number over to the expensive phone and gave me a new number for the free phone. He never said the number had to be ported over to the promotional phone, not the other one. I never would have purchased that phone. Their cancelation window is 14 days.... who checks their account within 14 days to see if a company's sales rep just defrauded them on a promotion? No one. Altogether completely unhappy with Xfinity and their constant stream of lies and failure to follow through on promises or know their own products. There is something to be said for customer retention, not just new business, and Xfinity fails the test.

Regards,

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

Business Response
Date: 12/07/2022
December 7, 2022

Better Business Bureau
4099 *************
******, ** 18507

Re:*****************************
2320 ***************
*********, ** 98685

Case Number:18369843 Rebuttal
Date of Notice:November 28, 2022

Dear Sir or Madam:

This letter responds to the above-referenced rebuttal submitted to your office by *************************************************

From October 16, 2020, to January 11, 2021, Xfinity Mobile customers could qualify for a discount off the price of a new iPhone added to a new line of service with a device payment plan and an intent to port an existing telephone number from another carrier. After porting, the promotion is delivered to the customer in the form of a monthly bill credit spread over 24 months. On December 29, 2020, ******************** purchased an Apple iPhone 12 *************** ******************** ported an existing telephone number for this device and received the promotional credit over a 24-month period.

From November 23, 2020, to January 11, 2020, Xfinity Mobile customers could qualify for an Apple iPhone SE (64GB) device On Us when adding it to a new line of service with a device payment plan and an intent to port an existing telephone number from another carrier. After porting, the promotion, equal to the devices full retail value, is delivered to the customer in the form of a monthly bill credit spread over 24 months. Unfortunately, ******************** was not eligible to receive the monthly credit offered under this promotion because she did not port a telephone number to the line of service for the iPhone SE device.

Regarding Ms. ********* account credit concerns, Xfinity Mobiles records show that courtesy credits were applied to her account on November 7, November 28, and December 2, 2022. No further credits are due to Ms. ********* account, which is now closed with a zero balance.

Additionally, payment is not required in order to port a telephone number to another carrier. On November 14 and 15, 2022, ******************** successfully ported her telephone numbers from Xfinity Mobile to another carrier.

We apologize for any misunderstanding or miscommunication that ******************** may have experienced while attempting to resolve her concerns. Please feel free to contact me should you have any questions or require additional information regarding this matter.

Sincerely,

****************
Xfinity Mobile Executive Resolutions
************** - extension 3005362

Customer Answer
Date: 12/08/2022
[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:11/07/2022
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 moved my Xfinity, account# *** ** *** *******, from **** ***** ******** ***., Chicago, Illinois ***** to **** **** **** ******, unit ***, Chicago, Illinois ***** August 2020. Since that time I lost some of my services included in my monthly bill of $367. I was unable to get *** ***, (included in my package/price), and any online services such as bill payment, or online customer service. I have complained to Xfinity several times. The last complaint was October 30, 2022, ticket# ********. A technician was supposed to call me back in 24 hours. No response. I am paying as a consumer for services I am not receiving. Any help would be appreciated.
Business Response
Date: 11/25/2022
November
25, 2022

BBB of Metro Washington DC & Eastern
Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:       ********* ******
            **** **** **** ******
            Chicago, IL *****

Case Number: ********
            Date of Notice:             November 7, 2022

Dear Sir/Madam:

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

On November
23, 2022, I spoke with *** ****** regarding her service concern(s). Our records
confirm the issue was caused by *** ******’s user ID being associated with a
previous account that was no longer active. I confirmed with *** ****** that
she was able to access all her services and functions of her account after her
user ID was moved to her current account.

On
November 23, 2022, I provided *** ******’s account a credit for the issues
experienced. This credit will appear on the December 9, 2022, billing
statement. I apologized for any
inconvenience that may have been caused while attempting to resolve this
matter.

I trust that this letter provides your office with the information required for
resolution in this matter. Should you have any questions or need additional
information, please contact me at (866) 642-4868, Extension *******.

Sincerely,

Matt W.
Executive Customer Relations
Business Response
Date: 01/13/2023
January 13, 2023

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:****** ***********
** ***** ******
Vernon, CT *****

Case Number:********
Date of Notice: December 25, 2022

Dear Sir/Madam:

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

With respect to the Affordable Connectivity Program (ACP), it is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under ACP, current and new?Xfinity Internet customers who verify their eligibility through the ********* ******* ************** Co.’s National Verifier?and then enroll in ACP with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process. More details about ACP with Xfinity are available at Xfinity.com/acp.

On December 22, 2022, the ACP benefit was removed from the account in error. On December 28, 2022, I spoke with *** *********** and applied a courtesy credit to the account that reflected on the January 5, 2023 billing statement. On January 8, 2022, the error was resolved and the ACP was reapplied to the account. The ACP credit of $30.00 was applied on January 9, 2023 and will appear on the on the February 5, 2023, billing statement.

Additionally, on January 12, 2023, based on the request in the complaint, the last name on the account was updated to ***********. I apologize 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 (856) 566.3084

Sincerely,

Drena S.
Executive Customer Relations

Customer Answer
Date: 01/17/2023
[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: ********

I am rejecting this response because:

My complaint against Comcast was regarding my account incorrectly mixed up with a former customer ******* *****. I am paying for a cable package that includes *** *** that I am not receiving. I never applied for any internet program. Comcast has mixed up my complaint with someone else.

Regards,

********* ******
Initial Complaint
Date:11/03/2022
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'm a current xfinity comcast subscriber and have been since April 2022. I'm an active duty service member and renting a house on Indian Head ***** Base. On September 11, 2022, a branch fell and knocked down the internet wire thereby severing our internet connect. I called the service technician and within three days they were able to restore our internet by running a temporary wire along the ground. The permanent plan was to bury the line, however as this was not my house and I was living on base, I decided to make sure it was ok with base housing. After contacting base housing I was told that the wire could not be buried and that it would need to be re-hung. I immediately contatced the xfinity service tech and told him that base housing would not allow the line to be buried. He seemed perplexed and stated that his supervisor would contact me. It has been 49 days and my wire is still on the ground. I have contacted xfinity a handful of times and they always tell me a serice tech will show up, but they never do. My internet works, so I don't ever think about it, until I get home and drive over my internet wire which runs accross the street. I'm concered that if this is not resolved soon, and we get a heavy snowfall early, a snow plow will rip it out and do even more damage.
Business Response
Date: 11/17/2022
November 17, 2022

BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re: ***********************************
*** **** ****
Indian Head, MD *****

Case Number:********
Date of Notice: November 4, 2022

Dear Sir/Madam:

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

On September 13, 2022, a service visit was scheduled and completed, during which time the technician diagnosed and corrected the service issue by replacing the defective aerial drop line with a temporary line and referred to underground team. At the time, the technician was unaware of the restrictions of buried lines on Indian Head ***** Base.

On September 28, 2022, the service order for underground cable line install was cancelled due to Indian Head ***** Base restrictions on buried lines. On September 29, 2022, a service order for aerial drop replacement was scheduled; however, it was cancelled that same day.

On November 2, 2022, a service order to address the aerial drop issue was scheduled, during which time the technician completed the visit by placing a door tag as ********************** was not home at that time.

On November 5, 2022, a service order to address the aerial drop was scheduled; however, it was cancelled that same day because ********************** was not aware of the appointment and technician would need to be escorted onto base being the office is closed on the weekends.

On November 7, 2022, a service visit was scheduled during which time the fulfillment technician completed the aerial cable line install from pole to *********************’s home and the temporary line was removed. On November 9, 2022, I spoke with ********************** and confirmed that concern with the temporary line at his property have been removed and his service is working properly. I apologized for any inconvenience that may have 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,

Maria ** T.
Executive Customer Relations

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