Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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

• Initial Complaint

  Date:12/05/2022

  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 filled an official complaint just back in august of this year on here BBB, and Comcast called me to resolve the matter, but I have still been getting charged for a device I no longer have that was returned to your store by direction of the representative the issue was escalated to regarding my complaint. I upgraded to ****** ***** when it was released in August, and traded in my phone 13 you can pull the previous complaint from me regarding this business, and see that it should have been resolved back then was NOT resolved and I'm getting charged and paying for 2 devices of which I only have one. Tried calling your representatives on the phone, and I'm not willing to lose another 26+ hours of my life on this very issue with Xfinity Mobile! I demand these charges are credited back to my account and that moving forward, I'm only paying for the ****** ** pro- deep purple, 256gb. As this is the ONLY DEVICE I OWN STILL!

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  *****************************
   **** *****************
   Plymouth, MN *****
  
   Case Number: ********
   Date of Notice:December 05, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile service. 
  
  Our records indicate on December 1, 2021, ****************** purchased an ***** ****** ** Pro with a 24-month device payment plan.  On September 9, 2022, ****************** traded in the ***** ****** ** Pro for an ***** ****** ** Pro with a 24-month device payment plan. However, due to a system error, the device payment plan for the ***** ****** ** Pro continued to bill.  
  
  On December 22, 2022, I spoke to ****************** and advised him of the above information. I removed the remaining balance for the ***** ****** ** Pro, and apply a credit to the account for the four device payments that were billed.  I apologized for any inconvenience this may have 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, 
  
  Tasha W.
  XM Executive Resolutions
  

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  XFinity Internet and Mobile services promises discounts for signing up for certain services. Then they indiscriminately remove the discounts and make it complicated for the customer to get proper answers or to have the situation returned to original agreed upon amount. Today, 12/3/22, I realized our bill was suddenly charged an extra $48.99. The bill shows a change in service on 11/18/22 saying initiated by customer. We did not initiate any change. I have a transcript of the chat conversation my husband and I had with customer service that will clearly demonstrate either their willing deceptive practices or their incompetence. I have paperwork displaying the agreed upon discount and price for home internet/phone/tv services are good through July 2024.The chat took nearly an hour. I spoke with 4 representatives. The proposed fix requested me to sign a form permitting a larger charge than originally agreed upon. The agent on the on-line chat encouraged me to sign a new agreement to be able to keep the discount. The new agreement would increase my original cost by $25.98/month in order to keep the $30 discount I had previously been awarded under XFinity's promotions. I am concerned this company does this on a regular basis as a bait and switch. They draw customers in with a discount, remove the discount randomly, then encourage customers to sign a new (different) agreement to maintain their discount. Ultimately scamming the customer, or at the very least making it very difficult for the customer to maintain the agreed upon service and cost.I will be happy to provide a transcript of the online conversation with XFinity's Customer Support, but it will not fit within this form.Thank you for your consideration of this complaint.

  Customer Answer

  Date: 12/07/2022

  You can close the complaint.  I do believe Xfinity will also be sending you communication on their steps to resolution.  

  I received a message from you letting me know our complaint was sent to the business which also requested me to let you know if the business resolved our complaint.
  
  I have a status update. I received a call this morning from a representative of Xfinity (Comcast). He verified our billing issue has been resolved in their system.  I am unable to see the fix on my end, but I believe it will work out within the next billing cycle.  I was also able to speak with him about the dismal customer service we received through their online system and he listened and will be looking into it.  He also gave me contact information to follow up directly with him if I need to.
  
  I greatly appreciate the help of the BBB in connecting me with someone within the company to address my issue.

• Initial Complaint

  Date:12/04/2022

  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.

  We have been having intermittent internet issues for the past 2 weeks. The internet will drop anywhere between 1 second to the most I've seen be 3 minutes.  This issue started on November 22, 2022 and on the same day of the first time experiencing the issue I contacted support to see what was going on. They said they did not see any issues and had me go through the generic troubleshooting steps to no success. A few days later I noticed they had a thing on there website saying "X1 TV, Internet, Voice, Internet TV outage detected"... "Subscribers Affected: 51-500". After seeing this I assumed it was going to be fixed relatively soon but we are still having issues today, December 4, 2022.The issues were bad yesterday so I called again and spoke with 3 different people who said they cant do anything and its being worked on. They also mentioned that on the report made on November 21st, I believe this is when they realized it's actually an issue, it says that the resolution time was about 2 hours. But 2 hours and 2 weeks are very different. You can really notice the issue if you try to ping an IP you will see random "Request timed out." and if you are playing an online game you will be constantly lagging around. We need to have this internet issue fixed because it is hard having 2 people who work from home while randomly dropping internet connection.

  Business Response

  Date: 12/30/2022

  December 30, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  * ***************** 
  Norfolk, MA *****
  
  Case Number:********
  Date of Notice:December 4, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************, authorize user, regarding ********************** service.
  
  On November 21, 2022, ******************** service was affected by an outage in his area, causing intermittent service for multiple customers. Our Plant Supervisor confirmed that there cause of the intermittent issue was due to the local electric companys signal bleeding into our lines. Comcast was working with the source on the repair. On December 24, 2022, Comcast's maintenance team confirmed correction of the issue. On December 29, 2022, **************** emailed confirming services are working normally. I issued a credit for one month of his internet service. This credit will reflect on his January 1, 2023 billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at ************, Monday-Friday, 8:00 a.m. - 4:30 p.m.  
  
  Sincerely,
  
  Vanessa F.
  Executive Office
  

• Initial Complaint

  Date:12/01/2022

  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.

  Canceled daughters comcast ,mailed cable box back sept.7 and did all that I was told to do.They kept taking money out of my account.They told me I have a refund of 142.00.Been 3 months now and I was just told that I did not sign a paper so I have no refund.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:***********************
  342 ************************************************************************ 60411
  
  Case Number:18485691
  Date of Notice:December 2, 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 email, however, my attempts were unsuccessful. We are unable to locate an account with the information provided by **************. In order to resolve this matter, contact with ************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

• Initial Complaint

  Date:12/01/2022

  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.

  On 9/19/22 I visited the mentioned Xfinity store to purchase the IPhone 14 pro. The female employee opened the wrong phone. I spent over 2 hours waiting while she called corporate to cancel the order. She said I received a shipping label and I was responsible for returning a phone I never wanted and I never touched. The manager then said to forward the shipping label and that he would return it. It has been over 2 months and I have been getting charged for that phone that apparently was lost. I have spend many hours on the phone and visited the store in various occasions trying to resolve this. When I call they all send me back to the Xfinity store who cannot help me. And when I go to the store they tell me to reach out for the manager that only tell me to continue to wait. I am now paying for two iPhones; the phone that was opened by mistake who was lost by the employees and for the correct phone I obtained by calling Xfinity my self. I should not be responsible for the employees mistake and be charged for a phone I never had. Please help.

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  
  Better Business Bureau
  1880 ***************************************************, Suite ****
  ************,** 19103
  
  Re:      *****************************
             9319 *********************
             *******,** 60620
  
             Case Number:              18482047
             Date of Notice:             December 5, 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 ******************** started service with Xfinity Mobile on March 29,2022, with one line of service on the unlimited data option and used her own Apple iPhone 11 device. On September 19, 2022, a second line was added with an Apple iPhone 14 on a device payment plan for 24 months, purchased in an Xfinity retail store. On September 19, 2022, a return was processed for the Apple iPhone 14 as it was not the device ******************** wanted.
  
  On September 20, 2022, an order was placed for an Apple iPhone 14 Pro *** on a device payment plan for 24 months to replace the Apple iPhone 11.
  
  On December 6, 2022, I spoke with ******************** regarding her Xfinity Mobile concern(s). I confirmed with the retail store manager ******************** never took possession of the Apple iPhone 14 ordered on September 19, 2022, and the balance of the device was removed from her account.
  
  On December 8, 2022, ******************** was refunded for any charges associated with the Apple iPhone 14 and the line. On December 11, 2022, ******************** confirmed she received the refund. 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

  Customer Answer

  Date: 12/22/2022

  [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:12/01/2022

  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.

  Enclosed is a summary of my attempt to purchase a new phone.  The simple summary is I bought a new phone.  Xfinity could not activate it.  After 22 hours of Xfinitys online activation attempts, I returned the phone the day after I had received it and submitted it for activation.  Xfinity could not activate the new phone but would not allow me to return the phone and just keep my old one.  I went back a week later, per the clerks instructions, and again it was STILL in activation.  Again, they said I could not return the phone.  So I did not have the new phone I bought nor my old phone because info was being transferred.  Apparently no one knows how to activate or stop activation.
  
  Thank you for reading. Below, for your reference, is the original complaint
  
                                             Sincerely,
  
  
                                             **************************
                                             ******************************************** style="font-size: 11px;">                                           ***************************************** style="font-size: 11px;">                                           Email: **************
                                             Phone:  ************
  
  
  
  
  
  On November 14, 2022, I purchased a new phone from Xfinity Store; address ********************************************************** 94115.  My old phone was an ** GD Thin Q.  I purchased a ******* Galaxy.  I have been an Xfinity customer for years.
  The new Galaxy was shipped to me and arrived on Wednesday, Nov. 16.  Per the enclosed instructions, I went online to activate it.  I had no idea how to do this and depended on the Xfinity Website.  I sat at my computer monitoring the activation in case I was emailed that the process was complete.  Two hours later I finally called the Xfinity number.  I was informed that the activation was in process.  I went to bed, could not sleep, and got up several times to check the site.  Now I had NO working phone.  My old phone was apparently transferring info to the new phone. 
  At 4:30 the next morning I finally reached the technical department.  They worked about 2 hours on activation, and consulted the Advanced Techs.  They were not successful in the activation.  Finally, I told them I wanted to return the phone and just reactivate my old phone.  They told me that I would not be able to return my new phone or get my old phone activated for 7 - 10 days.  Cant they turn off activation?  I was livid and had NO phone. 
  On Thursday, Nov.  17, 2022, I went back to the store on ***************** to return the new phone and get my old phone reactivated.  The Manager ***************************** tried to help me but said I could not return the phone while activating it would be up to 7 days.  He told me the Galaxy was in the network but not in the system or something.  I fumed.  I had the new phone and the receipt but again was told they cannot accept returns.  Finally, ***** checked with his manager and put the new sim card into my old phone to get it working.  Finally, I had my old phone.  Still, he said I could NOT RETURN the new phone for 7 days.  ***************************** advised me to come back on Wednesday 23, 2022 to return the phone.  That is the day before Thanksgiving, and I had no faith. 
  (11/23/22)  I returned to Xfinity the day before Thanksgiving to return the Galaxy phone.  Again, Xfinity said they could not do anything while in activation.  The manager, *****************************, was nasty and said that they had to do this step by step and consult the Tech department.  This was day SEVEN and still, I could not return the phone.  They said they would work on the activation of the phone.  After 45 minutes (and no bathroom in the store) I told Xfinity to never mind; I will just dispute the charge.  This cannot be legal. 
  I went to ******* to purchase another phone and switch to a new service.  While there, *************************** at Xfinity called me, and he told me to come back to the store so they could insert a sim card into the new Galaxy, and it would be usable.  I asked if I could then return the phone.  ***** was not sure.  I no longer wanted to do business with Xfinity.  At that time, I chose to continue my purchase of a ******* phone.  I did not yet know that ******* could not import my phone number and info until my Xfinity phone was activated.  Is this a conspiracy?
  In summary, I purchased a phone, it did not work, so I tried to return it and get my money back.  Simple.  The activation is an internal process out of my control.  So, if their policy is the phone must be activated before it can be returned, and they cannot activate it, the policy needs to be changed.  That is poor customer service.  Whenever I relate this story to anyone, they cannot believe it.  I still cannot believe it!  It sounds illegal but I will try again on Saturday Nov. 25, 2022 
  On 11/25/22, the Saturday after Thanksgiving, FCC contacted me and Xfinity.  I had filed several complaints with several agencies (i.e., FCC, Better Business Bureau, ***** of ******** Affairs).  *** from Xfinity, called me.  I was so grateful to actually talk to a person who seemed to know how to correct this situation. *** said she would try to activate my old phone that Friday.  She could not activate, so I will wait until Monday, per Amys instruction. 
  Meanwhile, ******* activated my new iPhone and I switched to *******. 
  My hope is that Xfinity will change its policy of no returns while phone is activating and learn how to turn off activation if it is stuck.  Treat old customers (Ive been with them since ****) with respect and not disdain and rudeness. 
  
  

  Business Response

  Date: 12/23/2022

  
  December 23, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:    ***********************
           1664 *******************, Apartment 1
           *************, ** 94109
  
           Case Number: 18489894
           Date of Notice: December 6, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  Xfinity Mobile records confirm that on November 14, 2022, ************** purchased a ******* Galaxy A13 as a replacement device for her current line of service. ************** attempted to activate the new device on November 16, 2022. However, due to a processing error, a stuck order occurred preventing the activation of the new device.  ********************** sincerely apologies for this error.  On November 23, 2022, Xfinity Mobile received a request from ******* for the port of Ms. ****** telephone number, and the telephone number was promptly ported.  On the same date, a return was initiated for the ******* Galaxy A13, but Ms. ****** did not receive the ***** return label. 
  
  On November 25, 2022, I spoke with ************** to advise her of the above information and sent a new return label.  I advised ************** that it can take approximately **** days for the device be reviewed that it is in good condition. On November 26, 2022, ************** initiated a dispute with her financial institution for the original order amount, I explained to ************** when a dispute is initiated, the amount is recharged to the Xfinity Mobile account. Because ************** was returning the device, on November 28, 2022, a credit was applied to the account to offset the disputed amount. On November 25, 2022, the return order was cleared to try and reinitiate service on her previous device, and the refund for her order amount was refunded, minus a restocking fee. I advised ************** that her financial institution will align the disputed amount with the return, should she have any further questions, she has my contact information. On November 28, 2022, a credit was applied as a courtesy for 1 GB of data usage to the November 19, 2022, bill cycle. On December 2, 2022, Ms. ****** device was received by the warehouse.  On December 7, 2022, a credit as a courtesy to remove the remaining cost of the service cost to the November 19, 2022, bill cycle. On December 8, 2022, a credit was applied as a courtesy for delayed resolution to the December 19, 2022, bill cycle. On December 12, 2022, Ms. ****** device was successfully graded in like new condition. 
  
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **********
  XM Executive Resolutions 
  ************** Extension 3005331
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  I receive Bally Sports ******* ( through Comcast cable channel 39) and Bally Sports Sun ( through Comcast cable channel 38) ever since ******** Broadcasting purchased the networks around March 2021 from Fox Sports ******* and Fox Sports Sun and carried under their Bally Sports name. There have been numerous problems with these two channels over that time after ***** was doing the broadcasting. I will skip all prior problems I had only to say there used to be some local Bally contact people to send e-mails to with my issues and to help resolve. Those contacts no longer exist with Baly Sports. Online there is an e-mail *************************** but I get a response back that this is the "luxury fashion brand" and not affiliated with Bally *************** The e-mail list a phone # to use to contact Bally Sports which is also listed online ************** for a service advisor. I called this # and to no avail- person says this is a main # and not related to Bally Sports. She had no other phone # or e-mail to contact Bally Sports with my issues. The local phone # ************ for Bally Sports in ***************, ** is constantly a busy signal and no e-mail or chat listed. It seems Bally Sports does not want to be reached anymore and have no concerns for customers with technical issues on receiving the Bally Sports programming.My most recent issue is that both of my Bally Sports' channels have a picture (video) but no sound (audio) since Monday 11-28-22. I have no such problems on my many other Comcast channels I receive so it obviously is with the two Bally channels signals only. The problem with audio persists today. Had same audio problem 09-29-22 until 10-03-22. Not sure who resolved previously. In past technicians from Bally worked with Comcast technicians to resolve these Bally technical issues and I corresponded with a local Director of Media Relations (*********************** ) at ************** , ** site but he has been gone since December 2021. I have found no other Bally Sports person to reach out to.

  Business Response

  Date: 12/12/2022

  December 12, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
   
  Re: *****************************
  3710 ********************************************************************** 33308
  
  Case Number:18477992
  Date of Notice:December 1, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On December 5, 2022, I spoke with ***************************** regarding his service concerns. ****************** indicated that beginning November 28, 2022, through November 30, 2022, he was unable to access Bally Sports ******* (channel 39) and Bally Sports Sun (channel 38). However, effective December 1, 2022, access to both channels was restored. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 12/13/2022

  [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:11/30/2022

  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 having issues with xfinity home security and the internet. They were charging me $59 for the internet and without telling me they are now charging me $75. When I asked them they said well this is the new rate. It is a huge jump but I had to suck it up. In September I needed home security service because of serious safety concerns and after a number of discussions and calls back ans forth they confirmed with me that they will waive the installation fees, services and activation fees because I m a regular customer and a valued customer. They told me my bill for the month including taxes, fees, internet, home security and all the leased equipment will be $113.20. Today i got a bill of $201.80. I connected with them on chat and no one knew what I was asking them I finally waited for 2 hours to speak someone over the phone and the person in the home security department was not only extremely rude and unprofessional but when I told them I will be taking you guys to court for fraudulent practices he said I dont give a **** what you do or where you go. I am now also worried about my safety that this individual who is extremely aggressive knows where I live what is home address and my ssn and probably monitoring me as well. I need them to adjust the bill according to what they told me at 113 per month a formal apology and that person terminated from that position.

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***********************
              ** **** ***** ***
              Bristol, CT ***** 
  
                  Case Number:                      ********
              Date of Notice:             December 1, 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 email. Although I was unable to reach *** *****, a review was completed on the account. Our records indicate on September 30, 2022, *** ***** accepted Performance Internet with Pro Protection standard retail rate effective October 25, 2022. Additional services, equipment, taxes and fees are not included. In addition, Xfinity Home Ultimate Home system 24-month term agreement sale agreement which will be broken down into 24-monthly installment payments. The Ultimate Home System, which will include 1 Touchscreen Controller, 10 door and window sensors, 1 motion sensor, 1 keypad and 2 cameras. Also, the professional installation was divided into 3 monthly installment payment.
  
  On October 25, 2022, a Xfinity Home one time charge was applied to the account and credited the same day. On November 2, 2022, *** ***** accepted the 24/7 video recording service. The new rate, installment payment, and credit reflected on November 24, 2022 billing statement. The billing on the account is accurate. 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 ###-###-####.
  

  Sincerely,
  
  Latoya P.
  Executive Customer Relations

• Initial Complaint

  Date:11/30/2022

  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 was given a promotion to switch my cell phone provider to Xfinity mobile I would receive $500. 00 incentive upon doing so. Once I transferred my phone service . I requested all my information to be marked as private. The company released my private information immediately to the public. Not my landline that is also through Xfinity. I have had the same mobile number for 20 years .To suddenly be release upon obtaining there services for less then 2 months. Xfinity mobile then told me I was unable to receive the $500. Incentive until 6 months after the service was provided. Xfinity did not mark my information as private & released my cellphone number ,house address & picture, with my age. I am in court currently do to having been stalked. I call several time explaining the situation & they still refuse to remove my information off ****** & mark my information private. After 9 months of service they now also have failed to follow through with the $500. Promotion. Which would usually be considered as false advertisement. In which I'm finding they do a lot. When I call & inquire about any of these questions they transfer & disconnect me. They also try & tax extra fees on to government programs .

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  **** *************
  Philadelphia, PA *****
  
  Case Number:********
  Date of Notice:November 30, 2022
  
  Dear Sir/Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ********************************
  On April 22, 2022, ****************** inquired about Xfinity Mobile service promotions and a representative informed her about a promotion that offered a $300 discount off the price of select iPhones to customers who do all of the following: (1) purchase a qualifying device with a 24 month Device Payment Plan (DPP); (2) use the device with a new line of Xfinity Mobile service; and (3) port a telephone number from another carrier for use with the device and new line of service.  The $300 discount would be given in the form of 24 monthly bill credits while the DPP remained in effect. On that same day, ****************** signed up for Xfinity Mobile service and purchased an ******. She paid for the device in full rather than enter into a DPP, which disqualified her from the promotion.  
  On November 30, 2022, an Xfinity Mobile representative spoke with ****************** and provided the above information.  
  
  Additionally, Comcast Customer Security Assurance (CSA) personnel investigated **. ******** privacy concern but found no evidence that Xfinity Mobile shared her personal information with ******.  ****************** may wish to contact ****** if she wishes for them to remove her information. On December 5, 2022, a CSA technician spoke with ****************** and provided her with the above information.  
  
  Please contact CSA if you have any questions or require additional information regarding this matter. 
  
  Sincerely,
  
  Comcast Customer Security Assurance 
  **************
  

• Initial Complaint

  Date:11/29/2022

  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.

  see scanned doc.pf

  Business Response

  Date: 12/16/2022

  
  December 10, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103
  
  Re:       *************************
              ************************
              *******, ** 37821
  
              Case Number:              18475467
              Date of Notice:             November 30, 2022
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************, an authorized user for *********************** regarding ********************** service.
  
  I made several attempts to contact ************** via telephone and email. Although I was unable to reach *************, a review was completed on the account. Our records indicate Xfinity Mobile service started in the Xfinity store on May 5, 2022, with one ******** moto g pure, device id ending **** with the unlimited data option, under a ******** moto g pure On ** promotion that ran from April 27, 2022 through May 9, 2022. The promotion details as: Xfinity Mobile customers can qualify for a ******** moto g pure On ** when adding to 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, equal to the full retail value of $149.99, will be delivered to the customer in the form of a monthly bill credit spread over 24 months. On May 5, 2022, the phone number ending **** was transferred from Metro PCS to Xfinity Mobile and was activated the same date to the ******** moto g pure, device id ending ****.
  
  ********************** participates in paperless billing. Xfinity Mobile sends an email notification to the customer supplied email address at the end of the billing cycle with the details and the date of the next scheduled draft. Xfinity Mobile auto drafts twenty days after the end of the billing cycle. Xfinity Mobile only participates in automatic payments from an active debit or credit card.
  
  Xfinity Mobile records show the last successful automatic payment was received on August 25, 2022 for the billing cycle ending August 5, 2022. Xfinity Mobile records show on September 9, 2022, the services were cancelled on the ******** moto g pure, device id ending **** for the billing cycle ending October 5, 2022. On October 10, 2022,the account was cancelled for non-payment with an outstanding past due service balance. On October 10, 2022, the device payment plan balance was accelerated for immediate payment. On November 10, 2022, the past due balance was sent to a third-party collection agency. 
  
  Upon receipt of this concern,Comcast Executive Customer Resolution specialist, ************** made multiple attempts to **************, an authorized user on the account. Unfortunately, she was not available when contacted. Regarding the billing, our records reflect all payments were received for each corresponding billing statement. On June 16, 2022, the service was disconnected with a final account balance. On July *******, a credit card payment was received, which left a zero balance.
  
  After the account was closed,two additional payments were received from **************. On September 9, 2022 and on September 10, 2022, two payments were received. This resulted in a credit balance. On September 27, 2022, a refund was processed in the form of a refund check. Per **************** complaint, the refund check was received. A follow-up email was sent to ************** on December 6, 2022 should further assistance be required. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Regulatory Specialist