Business Profile
Internet Providers
Comcast CorporationHeadquarters
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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
- 28,120 total complaints in the last 3 years.
- 9,156 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/28/2022
Type:Customer Service IssuesStatus: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 A business owner and I have Call them to change my name that come up on my client Id because I have Had several client said they not picking up my phone call because its say caki **** when I call. I have Told them to change it for months they say its done but yet to be done. In this process I am Losing several thousand a month because people are not answering the phone because they see that on caller Id. N the phone service on top of that is maybe the worst I every Had. Its just not working for me as a business ownerBusiness Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau
1337 ******************
**********,** 17102
Re: ***********************
******************************************************************************************************************** 30127
Case Number: 18139778
Date of Notice: September 28, 2022
Dear Sir or Madam:
This letter responds to the above-referenced complaint submitted to your office by *********************** regarding his Xfinity Mobile service.
Xfinity Mobile investigated Mr. ************ ID concern and found that is outbound Caller ID correctly displays as Mobile Caller.
On September 30, 2022, I spoke with ************ to address his concerns and apologized for any inconvenience or frustration he may have experienced. During the call, I explained that his Caller ID ********************** Caller display is standard for Xfinity Mobile service and addressed his account service and equipment concerns. I provided ************ with my contact information should he have further questions or require further assistance.
Should you have any questions or require additional information regarding this matter, please feel free to contact me at **************.
Sincerely,
**************
XM Executive Resolutions
**************, Extension *******Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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.
My bank account was hacked so my payments were returned causing my service to be disconnected, On September 23rd, I chatted with an agent named ***** who was able to reconnect my service and assured me it would stay on until Monday September 26th when I would be able to pay my bill. Service came on and then disconnected on the 24th. The managing agent I spoke with today, September 25th, said service could not be restored. Two agents not saying the same thing. I feel I was lied to! I would like my service restored for 2 more days and Id like the ability to pay before it is shut off.Business Response
Date: 10/11/2022
October 11, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************.,Suite 1330
************, ** 19103
Re: Case Number: 18126121
Date of Notice: September 28, 2022
*****************************
************************************************************************************************************************************** 60188
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms.********************************* ********************** service.
On October 4, 2022, I communicated via email with ************** regarding a billing explanation. Our records indicate on September 7, 2022, and September 9, 2022, ************** processed payments to her account via the My Account self-service option. On September 22, 2022, both payments were returned, and the account billed two returned check fees which will reflect on billing statement dated October 10, 2022.
On September 23, 2022, Ms. ****** services were interrupted for non-payment. On September 23, 2022, ************** communicated via online chat with a repair representative who advised the services were unable to be restored without a payment for the past due balance.
The representative transferred ************** to a billing agent to further assist. The representative restored the services as a courtesy without a payment. On September 24, 2022, Ms. ****** services were interrupted for non-payment. On September 24, 2022, ************** communicated via online chat with a repair representative who a payment for the past due balance was needed to restore the services.
************* was transferred to a billing representative who advised the services were unable to be restored without a payment for the past due balance. During the conversation, ************** requested a voluntary disconnection of her account, and the order was submitted. On September 25, 2022, ************** communicated via online chat and requested to have her services restored and requested a payment arrangement. ************** was advised her account was not eligible for a payment arrangement.
On September 25, 2022, ************** communicated via online with a representative and the voluntary disconnection was canceled per her request. On September 25,2022, ************** scheduled a payment to process to her account on September 27, 2022,and her services were restored. On September 26, 2022, Ms. ****** services were interrupted for non-payment. A scheduled payment will not stop the interruption of services.
On September 26, 2022, ************** communicated via online chat with a representative who restored the services as a courtesy due to the scheduled payment. On September 27, 2022, the scheduled payment failed to process. On October 1, 2022, Ms. ****** services were interrupted for non-payment. On October 2, 2022, ************** communicated via online chat with a representative advised a payment for the past due balance was scheduled to process on October 5, 2022, due to enrollment in automatic payment. The representative restored Ms. ****** services as a courtesy.
On October 2, 2022, ************** scheduled a payment to process on October 3, 2022,which failed to process. During our interaction, ************** was advised her account does not qualify for a payment arrangement and the past due balance will need to be paid in full to restore her services due to multiple returned payments.
Please be advised the billing on this account was accurate at that time. 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 RelationsInitial Complaint
Date:09/27/2022
Type:Billing IssuesStatus: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.
Hello,Xfinity is charging me for "unreturned equipment" for a service that was terminated almost a year ago. I also returned the equipment( a wifi router) last December to an xfinity store. The employee in the store said I did not have to sign anything and that they will "scan it and should be good"Xfinity has been charging me for unreturned equipment when the equipment was already returned. I tried contacting customer service multiple times to no avail.I am not sure what documents to upload.Thank you,**********************Business Response
Date: 10/17/2022
October 17, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************* ** 19103
Re: **********************
**** *********************
************* ** 19135
Case Number: 18126036
Date of Notice: September 28, 2022
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 Mr. ***** via telephone and email. Although I was unable to reach Mr. ****** a review was completed on the account.
On September 28, 2022, I emailed Mr. ***** and confirmed our records indicate that he spoke with customer service on September 26, *********************************** his complaint. **************** removed the unreturned equipment serial number from the account which adjusted the unreturned equipment fee. Mr. ***** then made a payment for the final balance due for services through August 6, 2022. Comcast has no record of Mr. ***** requesting to cancel services a year ago. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
******************
Executive OfficeInitial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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.
After being a customer with 16 years with **** it was time to look for another cable company because of several issues I had with my services I was paying for and was not getting the service I needed so I called Xfinity and made the decision to move with them and hopefully get the proper services I needed in my home. This has to be one of the worst installs Ive ever seen with any cable company coming out to install services. The technician unsafely installed equipment in my home. All of my previous routers are installed on mounting brackets, 8 feet above in my laundry room. I am disabled from a broken back in two places and cannot get on any ladders to install or mount anything nor have I ever had to do that, in all of my years being a customer with ****. I took pictures of how the tech left everything with wires hanging all over with a he modem barely attached to the wires. Comcast told me I would need to go and buy a shelf and mount it for them to put their stuff ok right. And why should I have to do that. They want to charge customers for installation but then require customers to get on ladders to mount stuff we shouldnt have to do period. My internet hasnt worked since the day it was installed and now I have to call **** back to have them come out and reinstall all of there equipment just for me to be comfortable in a safe home. Worst decision I could have ever made was switching to Xfinity.Business Response
Date: 10/11/2022
October 11, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*****************************
7914 *********************
*************, ** 33437
Case Number:18062486
Date of Notice:September 28, 2022
Dear Sir/*****:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
On October 4, 2022, I spoke with ********************** regarding her reported account concern. Upon review of the account, I confirmed the services were installed as scheduled on September 20, 2022. I also confirmed that the Ms. ********** TV boxes and modem were online, and the signal levels are within Xfinity specifications.
Our records indicate that on September 21, 2022, the installation fee that was applied to the account on September 20, 2022, was reversed as a courtesy. This adjustment will appear on the October 16, 2022, billing statement. On September 22, 2022, another technician visited the home and offered to relocate the modem, but ********************** declined the offer. On October 5, 2022, the technical operations supervisor informed ********************** that Xfinity does not provide brackets or shelves with the service. If ********************** needs brackets or shelves, she would have to purchase them and get them installed herself for this is beyond the scope of the services that Xfinity provide. 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 RelationsInitial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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.
Went to swap my plan to a cheaper deal they were offering, my current was about $130 a month and I could go to slightly less internet speed with the same tv bundle for only $100. When I selected and checked out it only had the internet no tv. Called xfinity to resolve it as the bundle clearly showed tv and internet. They pretty much told me they cant fix it. When I said just put me back on my old plan then since you arent honoring what you show on your website and they told me they cant since it was a previous deal. So now my bill for the same coverage I had before is $190 a month. Im paying much more for the same coverage due to the fact they would not honor the bundle they have on their website to offer me. I have screenshots also of all of it.Business Response
Date: 10/11/2022
Tell us why here...October 11, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************.,Suite 1330
************, ** 19103
Re: *****************************
**************************************************************************************************************************** 32177
Case Number: 18061025
Date of Notice: September 28, 2022
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
On October 4, 2022, I spoke with ***************************** and confirmed the previous package Double Play that included ********** and Gigabit at a discounted monthly rate for 24 months was no longer available. It was also explained that Xfinity currently does not have the offer for Double Play Ultrafast and ********** at a discounted rate 12 months to add to the account.
The account is currently subscribed to Double Play which includes Ultrafast Internet, and ********** at a promotional rate for 12 months with a term agreement effective as of August 11, 2022, through august 20, 2023. The term agreement is effective as of August 11, 2022, through August 11, 2023. As of August 21, 2023, the promotional rate will transition to year two rates for 12 months effective through August 20,2024. The promotional rate is lowered with the self-service discount. Additionally, ********************** is being charged for a TV box and xFi Complete each billed separately monthly. 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 RelationsCustomer Answer
Date: 10/12/2022
[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: 18061025
I am rejecting this response because:
Again, Xfinity the multiple BILLION dollar company refuses to accept responsibility. They are showing on their website a product you cannot enroll in when you complete your order which is now costing me more money. *** also filed a complaint with the *** as this falls on the basis on false advertisement of their product. They show a rate for $100 which I have a screenshot and have provided to them and when you had that package to your cart it shoots it up to over $200 a month or will only give you internet. This is beyond ridiculous that Xfinity is sitting here blaming the customer who is just trying to sign up for a package THEY OFFERED and getting screwed for it. And their response is nothing we can do pay us more money
Regards,
*****************************Business Response
Date: 11/07/2022
October 7, 2022
Better Business Bureau
1880 ***************************************************,Suite ****
************, ** 19103
Re: *****************************
****************************
*******,** 32177
Case Number: ******** - Rebuttal
Date of Notice: September 28, 2022
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
********************** claims he was placing an online order to lower his rate to ********** and Gigabit Internet. However, our records indicate on July 26, 2022, an online order was submitted removing ********** and Gigabit Extra Internet and adding Gigabit Internet. We investigated Mr. ********** claim the order was to lower the monthly rate and maintain both TV and Internet service. Unfortunately, we could not determine any errors due to the expiration of the online logs.
On July 27, 2022, an order was placed for ********************** to subscribe to a 24-month transitional promotion with a 12-month agreement for ********** and Gigabit Internet, which completed on August 11, 2022,with an effective billing date of August 1, 2022. The monthly promotional rates will be effective from August 1, 2022 until August 20, ****.On August 21, ****, the standard retail rate will apply. The promotional rates include a two-product discount and a monthly self-service discount due to enrollment in both EcoBill and Autopay from a credit/debit card. TV Box, xFi ******** *************** and Gateway Modem), taxes, and fees are not included in the promotional rates and are subject to change.
On October 25, 2022, I spoke with ********************** regarding his online order concern and explained we could not determine the errors on our website. As a courtesy, I applied credits to Mr. ********** account to lower his monthly rate for 12 months and for the inconvenience and his experience while resolving his concern. The credits will reflect on the November 17, 2022 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
Should you have any questions or need additional information, please contact me at **************.
Sincerely,
Alexa O.
Regulatory Compliance TeamCustomer Answer
Date: 11/07/2022
[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:09/27/2022
Type:Customer Service IssuesStatus: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 got my iPhone 14 that supports ESIM ONLY exchanged at Apple Store. I have now spent 7+ hours on the line with Xfinity support and they arent able to assist **. Majority of the time spent is on hold because they cant adequately staff. Once you get a hold of someone you have to explain the issue to them 10+ times until they hang up or tell you to power the phone off, & ofc they dont call back. I cant wait to leave them ASAPThey also dont have stores local to where Im visiting(Manhattan). Im stranded in another state without my cellphone. STAY AWAY AND PAY EXTRA FOR any other carrierBusiness Response
Date: 09/29/2022
September 29, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:Huzaifa Imran
17836 ***************
*******, ** 95330
Case Number:18133833
Date of Notice:September 27, 2022
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
On September 28, 2022, I spoke with Mr. ***** regarding the concern. I confirmed that Mr. ***** spoke with our customer service team on September 27, 2022, and they deactivated his mobile services per his request. Troubleshooting was required to determine the cause of the issue Mr. ***** was experiencing. A courtesy credit was applied on September 28, 2022, which will appear on the October 11, 2022, billing statement. I apologize for any inconvenience experienced 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,
****************
Xfinity Mobile Executive ResolutionsInitial Complaint
Date:09/27/2022
Type:Customer Service IssuesStatus: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.
This issue has to do with my son. He and his wife had Xfinity service where they previously resided and had cancelled both tv and internet service since they moved to a location that provides those same services by another carrier. They maintained their mobile phone services until they found a plan that suited them best. After researching many options, they were supposed to come onto my wife's and mine plan. Service for tv and internet had been cancelled in May 2022. In August, I paid off the remaining balances on their phones and he zeroed his remaining balance for their phone service shortly after. To date, Xfinity has not released his phones by unlocking them to transfer service to my carrier. He consistently speaks with unqualified and untrained personnel regarding this issue. Xfinity should have the decency and courage to do what is right and honor their obligation of unlocking the phones instead of holding them hostage. This is absolutely the shadiest business practice I have ever encountered and honestly wish for them to go under. No one deserves this type of harassment and treatment. I have a very close friend employed through Comcast and they agree with me. Comcast/Xfinity needs to answer for this behavior and business practice. Compensation is obvious and should not have to be thought of a second time. Do the right thing Xfinity, answer up.Business Response
Date: 10/03/2022
October 3, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*************************
12484 ******************
****, ** 85641
Case Number:18133832
Date of Notice:September 27, 2022
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
Our records reflect that **************** is not an authorized user on the account in question and this was discussed with the account holder on September 30, 2022. **************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologized for any inconvenience that *** 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,
**************
XM Executive ResolutionsCustomer Answer
Date: 10/03/2022
[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: 18133832
I am rejecting this response because:The fact that I am not an authorized user on the account was discussed during our conversation. I was, in no way, trying to obtain any information regarding the account or its users. I filed the complaint due to the repetitive lack of action and a strenuous disregard to move forward with a feasible resolution. I must say that once a complaint was filed, action was finally taken. How unfortunate.
I do not accept that is resolution as closed, as one of the two phone numbers is still held hostage, much like my son was while with Xfinity. ************** also spoke with my son, the account holder, and his message to me was that ***** was simply trying to cover his ****, while offering no assistance to a resolution. I am grateful I do not have a need or live in an area where Xfinity would by my only means for these types of services. I am further grateful for the Better Business Bureau for allowing consumers like us, who often get the short end of the stick by large corporations.
Regards,
*************************Initial Complaint
Date:09/27/2022
Type:Customer Service IssuesStatus: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 contacted Xfinity Mobile more than 5 times regarding my issue and I have been given the runaround every single time. I had 2 lines & 2 devices with Xfinity mobile which I paid BOTH in full after monthly payments and additional manual payments. When I called to have the phones unlocked, I was told I still had 6 payments remaining on 1 of the devices. Ever since then, I have made a total of 5 calls & 1 in-person visit to Xfinity mobile in attempts to rectify this issue. I spoke to 4 reps & 1 supervisor who confirmed the overpayment. But when it comes time to fix the problem, I am constantly transferred, disconnected & placed on hold for hours. It seems that Xfinity has no intention on clearing my account & are constantly attempting to collect more money from me that is NOT owed to Xfinity. I am extremely frustrated at this point and am asking the BBB to please help me in ceasing all business with Xfinity mobile.Business Response
Date: 10/11/2022
October 11, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:*************************
12163 *******************
*******, ** 48204
Case Number:18133831
Date of Notice:September 28, 2022
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Comcast Business Mobile service.
On September 28, 2022, I spoke with ************** to discuss her Comcast Business Mobile concerns. Our records indicate ************** purchased the iPhone 12 Pro **** device id ending **** under the $200 off the Price of iPhones Extended Promotion from February 25, 2021 through April 14, 2021. The promotion advised Comcast Business customers can qualify for a promotion worth $200 off the price of a new iPhone on a new line of service with a Device Payment Plan (DPP) and intent to port. After porting an existing number from another carrier, the promotion will be delivered in the form of a monthly bill credit. If a line is cancelled prior to the end of the agreement the promotion will be terminated.
Our records indicate the number ending **** was disconnected on September 21, 2022 leaving an outstanding device payment plan balance. This balance does not meet the eligibility requirements to complete the mobile device unlock process for the iPhone 12 Pro **** device id ending ****. Once ************** meets the eligibility requirements, she can contact support to complete the process. 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,
********************
Xfinity Mobile Regulatory SpecialistCustomer Answer
Date: 10/11/2022
[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: 18133831
I am rejecting this response because:
Regards,
*************************Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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 ordered new cable service from Xfinity at ******************************************************************. (Their records show 149). They came out for the installation on 8/30 and there was an issue with their outside equipment. A technician came out again on 8/31 and discovered they could not provide service to the whole new subdivision. As such, I canceled my service. They said we would not be charged. I went with another provider. About 2 weeks later, I received an invoice for services provided which was NONE. We never had service, they told me we wouldn't be charged ANYTHING because of that. We sent the equipment back as well.About 10 days later, I received an invoice for prorated service which I called them and they said it would be taken care of. - I've made numerous phone calls to Xfinity and spent a ridiculous amount of time: On 8/30, 1 hour 19 minutes, on 8/31, 20 minutes, on 9/06 28 minutes, on 9/18 38 minutes and finally on 9/23 30 minutes. I've spent almost 3 hours on the phone trying to get resolution on this issue: they withdrew money from my checking account for $105.49. I have multiple emails and cancellation order numbers. I cannot get resolution on this or my money returned to me! This seems criminal to illegally take money from my account. They breached their contract by not providing any services at all and I effectively canceled them and they withdrew money.Business Response
Date: 10/11/2022
October 11, 2022
BBB of Metro Washington DC & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re: **************************;
2163 **************
********** 48188
Case Number: 18133830
Date of Notice: September 28, 2022
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
Our records indicate that on August 19, 2022, ********************************* subscribed to the ********** and Ultrafast Internet at a promotional rate for 24 months effective August 30, 2022 through August 29, 2023. The additional services included xFi complete at no charge for 12 months effective August 30, 2022 through August 29, 2023, and three TV Boxes and Remotes. Additional services, equipment rental and applicable taxes and fees are not included in the package rate and are subject to change.
On September 1, 2022, a bill generated for services from August 30, 2022 through September 29, 2022, with a due date of September 17, 2022. The bill also included the Professional Installation fee (generated on August 30, 2022) plus taxes and fees.
On September 6, 2022, ******************** requested the Xfinity 30-day Moneyback Guarantee. A disconnection was placed on September 6, 2022 and completed on September 9, 2022, with the billing stop date of August 30, 2022, leaving a balance. On September 18, 2022, an Electronic Funds Transfer (EFT) payment posted to the account.
On October 3, 2022, a billing correction credit was applied to the account to honor the Xfinity 30-day Moneyback Guarantee. On October 3, 2022, I spoke with ******************** and advised the information above.
On October 6, 2022, two payment reversals were completed and should be received within three to five business days. On October 9, 2022, a final bill generated for a zero balance. We attempted to follow up with ********************, but have been unsuccessful. I apologized for any inconvenience that *** 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,
****** ****** G.
Executive Customer RelationsCustomer Answer
Date: 10/12/2022
[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: 18133830
I am rejecting this response because what the company representative failed to mention was that in fact, I never had ANY SERVICE PROVIDED TO THE HOME because the company was unable to provide service to the neighborhood at that time. I did however, finally did receive my refund:
Regards,
*****************************Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Xfinity mobile was my cell service provider from fall 2017 until fall of 2019. The first year of service there were no issues. The second year was much different. They had a system wide upgrade that caused one of my lines to become suspended for no reason. The line would cut off and suspend almost every day for many months. I called numerous times to reactivate the line on a daily basis. **************** was not able to help because they said the issue is out of their scope due to the system upgrade. Our situation was escalated only to end with no resolution. Payment was on time and no issue on my end. I was told multiple times by phone and in store the upgrade caused a lot of system problems and they had no ETA on when it would be fixed. I waited six months past system upgrade and during that time, I paid off the two phones on the service agreement. I tried to upgrade my phones but could not upgrade the troubled line due to the system still displaying it as "suspended" since the upgrade Nov 2018. Xfinity sent me a bill for double the usual charge in fall of 2019. At that point I had enough of dealing with mistakes from the company. The company said the double bill which was $****** was due to a charge from earlier in the year being reversed by the bank and their system had just caught it. I decided to change cell phone providers due to all the issues. I left company and went to ******* at end of December of 2019. They would not allow my phone number to transfer nor any reuse of the phones I paid off. Xfinity mobile then charged me for several months for no service and paid off phones. The lines were both suspended and I made contact stating I no longer want the service. I submitted complaints in April 2020 regarding the monthly bill I was still receiving and no response. The final amount they decided to stop billing me and send to collections is for $775. I do not owe that much and had horrible service. The most that I owe is ******. Prior phone used: **********Business Response
Date: 10/25/2022
October 25, 2022
BBB of Metro Washington D.C. & Eastern ************
1880 **********************************************., Suite 1330
************,** 19103
Re: *******************
*************************************************************************************************************************** 15219
Case Number: 18133828
Date of Notice: September 28, 2022
Dear Sir or Madam:
This letter responds to the above-referenced complaint submitted to your office by ************************ Please note that, on February 14, 2020, *********** Xfinity Mobile service was disconnected for nonpayment, and she is no longer an Xfinity Mobile subscriber.
Prior to her service disconnection, ********** was subscribed to two lines of Xfinity Mobile ***************** with two mobile devices that she purchased under 24-month retail installment contracts. Xfinity Mobile has reviewed ************ account and determined that, although she was correctly billed for her two lines of service and mobile devices, due to a processing error, two payments that were automatically charged to her stored payment method on file,[1] on October 27, 2019 and November 26, 2019, did not post to her account.[2] On October 11, 2022, Xfinity Mobile applied a credit to ************ account for these two payments along with a courtesy credit to offset the charges she incurred that reflected on her last two billing statements dated, December 2019 and January 2020. These credits reduced ************ remaining account balance to $326.03.
With respect to ************ porting and mobile device concerns, ********************** customers can request a security PIN to port their telephone number to a new service provider at any time, regardless of their account balance, by following the instructions on our website.[3] Additionally, in order to unlock an Xfinity Mobile device for use on another network, the device must meet the eligibility requirements.[4] Xfinity Mobile has confirmed that ************ two mobile devices were paid in full and are eligible to be unlocked should she wish to use them on another network. Xfinity Mobile apologizes to ********** for any miscommunication regarding these policies.
On October 3 and 11, 2022, I spoke with ********** to discuss her concerns and advised her of the above information. I apologized to ********** for any inconvenience that she experienced and provided her with my direct contact information should she have further questions or concerns.
Should you have any questions, please feel free to contact me at **************.
Sincerely,
************
XM Executive Resolutions
[1] Per the Xfinity Mobile Customer Agreement, subscribers are required to pay their bills via scheduled, automatic charges to a stored payment method: https://www.xfinity.com/mobile/policies/customer-agreement
[2] These two payments were for the charges that were reflected on ************ September 2019 and October 2019 billing statements.
[3] https://www.xfinity.com/mobile/support/article/transfer-number-to-another-carrier
[4] https://www.xfinity.com/mobile/support/article/eligible-to-unlock-phoneCustomer Answer
Date: 10/26/2022
[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,
*******************
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