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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

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:08/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for internet service end of January 2023 and gave a deposit. 1. I did not get my equipment working for 3 weeks still Xfinity charged me for the service. 2. I was not getting the speed they promised so upgraded to higher speed still it was not what I was paying for. I tried to contact customer service several times and after going through so many prompts no body comes on line or phone gets disconnected. When I cancelled the service they still charged me. I logged into my account to find out why they are charging I could not see any of my bill. The only thing I can see is the payment. Also all their documents are undated. There is no way to find out which date I signed the agreement and when I changed the service. They are having a sham operation. All legal documents should have a date.They should be more transparent, date the document, give a customer physical copy of the signed document, user friendly website to navigate to view the bills and good customer service. line

  Business Response

  Date: 08/26/2024

  August 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:         *****************************
                *****************
                **********************
  
                Case Number:                  22117807
                Date of Notice:                 August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************.
  
  Our records indicate on January 28, 2023, ***************** accepted a 12-month contractual agreement for Connect Internet effective January 28, 2023, through January 28, 2024, and ****************** made a prepayment to the account. The agreement included a 12-month promotional rate effective January 28, 2023, through January 27, 2024. Effective January 28, 2024, the rate transitioned to a second-year promotional rate through January 24, 2025. ***************** also received an additional monthly discount for being enrolled in automatic payments and paperless billing.
  
  On April 27, 2023, ****************** accepted a 12-month agreement for Connect More Internet effective April 27, 2023, through April 27, 2024. The agreement included a 12-month promotional rate effective April 27, 2023, through April 27, 2024. The automatic payment and paperless billing discount remained unchanged. Equipment, additional services, taxes, and fees are not included in the promotional pricing and are subject to change.
  
  On June 14, 2024, ****************** voluntarily disconnected service. Service charges were prorated and reflected on the final billing statement dated June 14, 2024. On June 19, 2024, an automatic payment for the account balance was processed. The account is closed with no balance due.
  
  On August 13, 2024, I spoke with ****************** regarding his concerns. It was explained that customers can view any legal agreements and contracts with Comcast on their online account.[1] ****************** confirmed that he already has a copy of the agreement which he downloaded online.
  
  With respect to ******************** service concern,we are unable to substantiate his claim of service issues as there is no record of ****************** reporting any issues with service. As such, the request for compensation has been respectfully denied. I apologized for any inconvenience that may 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
  
  
  [1] **********************************************************************

• Initial Complaint

  Date:08/09/2024

  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.

  They charged me for two months. They told me that I was going to be charged because I made changes in the middle of the month but that is ridiculous that they would do that. I shouldn't be charged two months for a one month bill.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*************************
  ************************************************************************
  
  Case Number:22117685
  Date of Notice:August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 13, 2024, I spoke with ************** regarding a billing concern. Our records indicate, ************** is currently subscribed to a 24-month transitional promotional rate for the ************ Gigabit extra, and xFi Complete package. The promotional rate was applied to the account effective May 28, 2024, and valid until May 28, 2025. On May 29, 2025, the rate will increase to the year-two rate which is valid until May 28, 2026, at which time retail rates will apply. The promotion includes a 12-month term agreement which was valid from May 28, 2024, and is valid until May 28, 2025. ************** also subscribes to the Stream saver premium package, at retail rates effective July 27, 2024.
  
  The term agreement subjected the customer to an early termination fee if the account was fully disconnected prior to the end of the term agreement period. In addition, due to Mr. ****** account being enrolled in automatic payments and paperless billing, the account receives a monthly Automatic Payment and Paperless Billing discount, which was effective May 28, 2024, and valid while enrolled.
  
  Regarding the billing concerns, our records confirm that Mr. ****** billing statement is prepared on the 24th of the month, and the billing cycle is from the 29th of the current month through the 28th of the future month. The billing due date is on the 14th of the month. The June 24, 2024, billing statement was prorated from the May 28, 2024, through June 28, 2024, as a result of the above referenced change of service which took place on May 28, 2024. Our records confirm that Mr. ****** submitted a payment on June 15, 2024, July 15, 2024, and August 15, 2024. ************** understands that the prorated charge was reflected on the billing statement on the June 24, 2024, billing statement, and ************** was not double billed.
  
  In addition, a credit was applied to the account on August 13, 2024, as a courtesy and the credit will be reflected on the August 24, 2024, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  
  I trust this ****** provides your office with the information required for resolution in this matter. If you have any questions or need additional information, please contact me at *************. 
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled to ****** on May 18, 2024 and called Xfinity Mobile on that same day to let them know that I would be leaving the country and would need to use my global pass. They said it was fine and that my charge would be 10 dollars day for using the phone. They let me know that if no calls were made or received that day I would not be charged. I returned on June 15, 2024 and a week later a charge from Xfinity was declined by my credit card (since the amount was over 6000.) I visited a Xfinity store in ********* Height Il. They said after looking at my account I should have been given a credit for 17 days and recommend that I call the customer service number. I called that same day and spoke to ******** and he told me all the charges were valid and I explained to him where I went on my trip. When I mentioned that I was in ********* and crossed over *******, he said that Andorra is not part of their global pass. They mentioned they send a text to let me know but since I was driving I didn't see. It was a one night trip. They are saying that one stop is costing me *******. After that, I spoke to a supervisor who said they would contract me again in a week to see how they could resolve the matter. I never received a call back. I called again week later because I didn't want my service to be cut . I called again and spoke to ******** again. He said not to worry and promised me that my serve wouldn't be cut and that someone would call before the 20th of June. I waited and they never called me back. I called back again Aug 5th and I spoke to **** for a bit and he then transferred me a ****. **** told me I had to pay and only offered me a monthly payment plan. He told me it was all my mistake and it was all my fault. The phone call ended with no resolution and Xfinity is not willing to work with me. They were very rude to me on the phone and only changed there tone once I told them. They have since cut off use of my phone and I am only able to receive calls on my cell.

  Business Response

  Date: 08/27/2024

  
  August 27, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   ***********************
           **************
           *************, ** 60089
  
           Case Number: 22117602
           Date of Notice: August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  On August 12, 2024, I spoke with ************** regarding her Xfinity Mobile concerns. Our records confirm that on June 4, 2024, **************** iPhone 7 Plus device with the number ending in 6285, entered *******. At that time, Xfinity Mobile sent an SMS to the device informing ************** that currently the Global Travel Pass does not cover *******. Additionally, via email, ************** received emails regarding the accruing charges. The invoice dated June 7, 2024, reflected ***** MB of data usage while in *******, along with the applicable charge. 
  
  On August 8, 2024, the account was suspended for non-payment. I explained that the charges are valid, and payment is required to restore service. ************** declined to make a payment or a payment arrangement to restore services, at this time. Payment is required to avoid collections activities. I apologized for any inconvenience this may have 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  
  

  Customer Answer

  Date: 08/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22117602
  
  I am rejecting this response because: The idea that one afternoon in ******* will cost me a total of ******* is fraud. When I went into the store once I noticed the charged had been declined by my credit card , the associate  said I had a credit that I was owed for global charge.  Although the above representative is correct in his offer of a payment  there has been no clarification to show how one day could cost that amount. I have called numerous times to speak to someone and am always asked to be patience and wait for a call back. I have yet to receive ONE call back. I am on a fixed income and have been a loyal customer for many years. I have even paid my monthly bill without question when they called me in Aug to collect payment for the normal monthly bill. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/09/2024

  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.

  My phone is connected to an xfinity account that doesn't belong to me, and every now and then I get a message that that account is in arrears. I have called customer service 2 times for this and each time customer service says my phone number has been de-connected, but it hasn't. I still get messages about that account that doesn't belong to me.

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:Eleven ****
  ********************************************************************************************************************
  
  Case Number:22117586
  Date of Notice:August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Eleven **** regarding Xfinity service.
  
  On August 5, 2024, Mr. ****s telephone number was removed from the account in question. On August 12, 2024, I spoke with ************ and explained this information.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/09/2024

  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 July 17, 2023 I signed a contract with Xfinity to provide me with internet, phone and cable. To do this, I trade my Iphone 8 for an Iphone 13. Xfinity stated they would give a $600 dollar credit for my old phone and the new phone would cost me around $5.50 a month until July 23, 2025. All told, it would be $97.50 + $5.50 + tax, totalling $107.86 per month until July 23, 2025. Great deal right! That lasted thru the November 2023 billing cycle. Then on the December statement the price jumped to $149.63 and after calling to inquire about the change, Xfinity said I had changed my plan but would give me a$43.00 credit. I did not change my plan. The ******* billing statement had the same error. I don't recall them giving me a credit, could be mistaken. Same thing in February but was given a credit of $35 on a $151.56 monthly charge on the March statement. No credit was given for ****** *** or June. Not only that but was never given the $600.00 credit for my old phone. Preferably Id like to see The credit for the old phone, a credit of $175 for the over payment and a return to the $107.86 monthly charge as the signed contract with Xfinity was agreed to on July 17, 2023. Thank you for hearing me out and I hope you can help me. I'm 69 years old, living alone, on a fixed income and that extra $35 a month does actually hurt me financially. Hope I don't get sick.

  Business Response

  Date: 08/28/2024

  
  August 28, 2024                                                                       
  
  BBB of ******************* & ********************
  ****************************************************************
  **********************
  
  Re:       *******************
              ********************
              *****************, CO 80621
  
  File Number:             22114623
  Date of Notice:             August 9, 2024   
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************.
  
  On July 22, 2024, Mr. ******************* purchased an iPhone 13. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled,voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  Mr. ******************* satisfied the promotional requirements and is currently receiving the monthly device payment credits in accordance with the promotional guidelines. Mr. ****** bill for the last several months has included charges for the unlimited data plan at $40 a month, the device payment plan less the promotional discount, taxes, and fees.
  
  Upon receipt of the complaint, I made several attempts to contact Mr. ***** via email and phone,but I was unable to reach him.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions

  Customer Answer

  Date: 09/04/2024

  To whom it may concern,

    ****** from Xfinity attempted to call 3 times but I was unable to talk with him about the complaint because I was working and didn't have the relevant information in front of me. I left a couple of messages asking to text me a time to that he would call but have not received that information.

  I'm still waiting.
  

• Initial Complaint

  Date:08/09/2024

  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.

  On March 17th I traded in my phone to Xfinity Mobile/Assurant for $162.00. I told the sales associate multiple times that they had the wrong address on my account for some reason. She clearly never updated it and the check apparently was shipped to the wrong address. I contacted Xfinity immediately to remedy the issue and it is now August 9th and I have still not received my check. I have contacted Xfinity customer service multiple time with promise that it would be sent to the correct address. My ticket escalation is ECM0007936810. I would like to get my money asap.

  Business Response

  Date: 09/05/2024

  
  September 5, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***************************
              *****************
              *************************
  
                  Case Number:                      22116841
              Date of Notice:             August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  On March 17, 2024, Xfinity offered a promotion through which eligible customers could receive compensation via check if they traded in an eligible device. ****************** traded in an Apple iPhone 12. The device was received on March 28, 2024, but the check was sent to Ms.Reckleys previous address.
  
  On August 16, 2024, I applied a promotional credit to the account equal to the value of the promotion. That same day, I spoke with ****************** and explained this information.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  

  Customer Answer

  Date: 09/06/2024

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

• Initial Complaint

  Date:08/09/2024

  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 get multiple emails daily from Xfinity (Comcast) every single day stating they will cancel my service if I dont pay a remaining balance. I dont have an account with them and never have. I was able to finally get through to a customer service *** who gave me an email address to ***ort abuse. I did that with no luck. I feel harassed by this company every day.

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:      *********************
               , ********
   
               File Number:                22116699
               Date of Notice:              August 9, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by *********************.  
  
  Regarding the emails received by *********************, *************************** investigated *********************** concerns and determined that the interactions were part of a scam perpetuated by an unknown third party. The emails referenced in *********************** complaint are not sent by Comcast.
  
  To verify the legitimacy of any emails that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page[1] and advises customers about common fraud techniques and ways to avoid them.[2]
  
  A Comcast *************************** technician advised to report scam emails to ******************************** and to enable email filtering to mitigate scam emails.
  
  On August 14, 2024, a Comcast *************************** technician called ********************* to explain the above information.
  
  I trust this letter provides your office with the information required in this matter.
  
  Sincerely,
  
  
  Comcast ***************************
  ************
  
  
  [1] *************************************************************************
  [2] ********************************************************************************************************************************

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need someone who has some weight they can pull because our bill is more than what we had all four of your services and we only have two of them now and I was told if it came to it we could disconnect the TV and start over as a new customer well that doesn't seem to be a plan anymore because you guys are still bending us over charging us an astronomical amount and on top of that you're charging me a broadcast fee which is complete b******* and I'll tell you why you guys make your money after the equipment that's an old tax I used to work at Comcast I don't pay for any pay-per-view I don't order Sports the only reason why that is there is because you force it to be included in the packages I need something to be done because the *** is no longer and you guys refuse to offer any of your loyal customers any type of discount is ridiculous

  Business Response

  Date: 08/28/2024

  
  August 28, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*******************
  **************************************
  ******************
  
  File Number:22116674
  Date of Notice:August 9, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *******************, an authorized user listed on ************************************* Xfinity account.
  
  ************** subscribes to a 12-month agreement for *********** and Superfast Internet effective January 31, 2024, through January 31, 2025. The package includes an introductory promotional rate effective January 31, 2024, through February 17, 2025, and then a 12-month promotional rate effective February 18, 2025, through February 17, 2026. **************** also receives xFi Complete, which includes a 24-month promotional rate, effective January 31, 2024, through February 17, 2025. After the promotions, retail rates will apply. The promotional rates do not include additional equipment, taxes, or fees.
  
  The federal government announced that April 2024 would be the last month that it would fully fund the Affordable Connectivity Plan ***. As of June 1, 2024, the *** has concluded and, going forward, customers that were enrolled in *** with ********************** will no longer receive the benefit and will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services.
  
  Additionally, on August 8, 2024, **** was removed. On August 8, 2024, a credit was applied to the account which reflected on the August 10, 2024, billing statement.
  
  On August 9, 2024, I spoke with ************** to advise him of the above information and discuss his billing concerns. On August 9, 2024, ************** removed Paramount+ with Showtime and *** from the account. Showtime was re-added free for 12-months, effective August 9, 2024, through August 9, 2025. This change is reflected on the August 10, 2024, billing statement. I provided my direct contact information so that **************** ******* contact him with further questions or concerns.
  
  Should you have any questions, please feel free to contact me.
  
  Sincerely,
  
  
  ********************
  Customer Security Assurance
  **************
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im contacting you guys to get a resolution for services for my Xfinity mobile account. I have been having nonstop issues and been in contact with Xfinity nonstop and they have been very useless. I am a first responder and my service has not been working for over a week first they told me my pixel ***** could not be activated. Something was wrong with it so I did a replacement on it and now it has been a hassle to activate the replacement on my line as well as they wrongfully deactivated my daughters iPhone, which is very unacceptable and I have called many times to get it reinstated and they keep saying that its pending activation to 48 hours, which is a bunch of BS. I need some sort of resolution and compensation. I have never dealt with a phone carrier that does what Xfinity does and thats a horrible thing. I just want my account fixed as it should be and Xfinity customer service needs to go back to training

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************
  ******************************
  *********************
  
  Case Number:22116529
  Date of Notice:August 9, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  I made several attempts to contact ************** via telephone and email, however, my attempts were unsuccessful. In order to resolve this matter, contact with ************** is necessary. 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,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:08/09/2024

  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.

  On 08/08/2024, I reached out to xfinity chat to have my phone deactivated and get the pin for transfer. The representative shut the lines down before I could get the pin texted to the phone. Then acted like they didn't know that's how this worked, when they copied and pasted the directions. Fast forward 2 calls later and the lady reports that "everything is done", well we get to the other carrier and they'ved locked my phone to xfinity. So here I am, on the chat again, and they ask about a BURGUDY PHONE...i do not have a burgundy phone. Then they switch the chat to an "expert", who also has to have me have a call back. I was told they fight you to leave, well I won't quit. My phones are all paid for. To top it off, they want to make me pay for watches that I can't use.

  Business Response

  Date: 08/28/2024

  
  August 28, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *******
  11 Riptide Court  
  *********, DE 19946
  
  Case Number:22116427
  Date of Notice:August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ***** ******* regarding Xfinity Mobile service.
  
  On August 8 and 15, 2024, Xfinity Mobile received requests for the port of Mr. ******** telephone numbers from ******* Wireless, and the telephone numbers were promptly ported.
  
  With respect to Mr. ********* concerns regarding device unlock requests, Xfinity Mobile requires devices to be paid in full and active for 60 days.  ******************* watches had not been paid in full, and his ******* device had not been active for 60 days. Therefore, Mr. ********* devices did not meet the eligibility requirements to be unlocked. On August 17, 2024, Mr. ********* ******* device met the eligibility requirements and was unlocked.
  
  On August 21, 2024, I spoke with Mr. ******* to advise him of the above information and address any additional concerns that he may have. During the call, I offered to allow Mr. ******* to return his Apple Watches; however, he declined. I provided my contact information so that Mr. ******* can contact me with any questions or concerns that he may have regarding this matter.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
   
  ****** *.
  XM Executive Resolutions
  

  Customer Answer

  Date: 08/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22116427
  
  I am rejecting this response because:

   

  Nothing was handled via the complaint. The woman that called refused to address my issues and now writes a letter stating she said things that I can't recall. Isn't the phone call recorded? I am contacting my lawyer to seek counsel. They put my phone number on my account on someone else's accoutn completely and when asked how much of my additional information had been leaked, they refused to answer. The ************ was not ported because it was activ eon another account. This response is filled with half truths. 
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/16/2024

  
  September 16, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ***** *******
           11 Riptide Court  
           *********, DE 19946
  
           Case Number: 22116427
           Date of Notice: August 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** *******.
  
  Xfinity Mobile investigated Mr. ******* concerns further and determined that on July 16, 2024, Xfinity Mobile received a request from ******* Wireless for the port of Mr. ******* telephone number ending in 6661, which was promptly ported. Xfinity Mobile is obligated to honor all port-out requests from other providers if the telephone number is active and the requested account matches the necessary data. On July 17, 2024, while attempting to restore Mr. ******* telephone number in question to his Xfinity Mobile account, the telephone number was inadvertently activated to another Xfinity Mobile account. 
  
  On August 8 and 15, 2024, Xfinity Mobile received requests for the port of Mr. ******** telephone numbers from ******* Wireless, and the telephone numbers were promptly ported. 
  
  I made several attempts to contact Mr. ******* to advise him of the above information and address any additional questions or concerns that he may have. Unfortunately, all attempts were unsuccessful. I left a detailed message with my contact information so that Mr. ******* can contact me with any questions or concerns that he may have. 
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
   
  ****** *.
  XM Executive Resolutions