Complaints

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

close

Find a Location

Comcast Corporation has 927 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  5855 Interface Dr Ann Arbor, MI 48103-9515

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:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the *** for my grandmother due to her health and have been trying to cancel her service for over a month. When I tried to do it online the online agent advised me that I have to call the toll free number. So I called and they stated they have long wait time and they would call me back within 15 minutes. I have done this process several times and never receive a call back as promised. This has been going on for over a month and I had to pay another months bill so that it does not go against her credit. I would like to cancel the service but they are making it impossible to do so but are continuing to bill my grandmother whom is no longer at the address in which the services are provided. I am requesting a call back as soon as possible so I can cancel the service. She is on a fixed income and being billed for something that she no longer needs nor uses.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: *********************
  *******************************************************************
  
  Case Number:22092273
  Date of Notice:August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************, who is authorized on the account, regarding ********************** service.
  
  On August 12, 2024, I spoke to ************** regarding his disconnection concern. On August 5, 2024, I set up a disconnect order that was completed on August 6, 2024, with an effective stop billing date of July 19, 2024, that provided a credit prorate. This provided a credit balance that was due for a refund. On August 12, 2024, the refund was sent back to the credit card that made the final payment to the account on August 5, 2024. Additional attempts were made to speak with ************** to confirm receipt of the refund. However, my attempts were unsuccessful. In order to explain the above information and address any further concerns, contact with ************** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2024

  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.

  2 months ago we had a bad storm come through that broke a 20 foot power pole. The power **ne and all subsequent **ne were on the road. The power company promptly came and repaired the power **ne. I have contacted xfinty multiple times and the never show up. One time they sent some put to bury the **ne. That employee called me and said he would have to send an aerial team out. Noone has showed up to repair the **ne. My last call was on 24 July and I was told someone would be.out to repair the ** e on 28 July. It is now Aug 4 and the **ne is still on the ground. Every day I have to drive.over this **ne to get to my house. This is also.preventing me from performing a home improvement project. It can be dome because the **ne is in the way. I have told xfinity this multiple times and nothing is getting done about this.

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
  ***************************************************************************************************
  
                Case Number:                    22091591
              Date of Notice:             August 8, 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 8, 2024 I spoke with ***************************** regarding his concern with the Comcast line. Our records reflect a site visit was successfully completed on August ******, at which time a member of our technical operations team determined the line in question was no longer active and/or in use. During the visit the line was removed.
  
  During a follow up call with ****************** on August 12, 2024 he confirmed the line had been removed from the property. 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

• Initial Complaint

  Date:08/05/2024

  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.

  The company overcharged me for services that are not correct. I switched to another promotional plan in June ************************************* July 2024 and now my bill for August 2024 is reflecting additional charges. I was on the phone with the company on August 3, 2024 for 2 hours and was told error in system and my account would reflect correct charges and yet account still reflects incorrect charges.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  **************************************************************************
  
  Case Number:22089892
  Date of Notice:August 5, 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 7, 2024, I spoke with ****************** regarding a billing explanation. Our records indicate that on July 30, 2023, ****************** accepted a 12-month contractual agreement for the Fast Internet with a contract discount effective from July 30, 2023, through July 30, 2024. Equipment, taxes and fees are not included in package price. Customer approval for the agreement and package pricing was received via text message. 
  
  On February 28, 2024, ****************** added xFi Complete and the monthly fee for Internet/Voice rental was removed from the account. Customer approval was received via text message. A payment was processed to the account was on May 30, 2024, which covered the May 1, 2024, billing statement. The July 1, 2024, billing statement generated and reflected an unpaid balance from the previous month, new service charges and a late fee.
  
  A late fee applies when an account is past due every 30, 60 and 90 days. A late fee is applied for payments not received within 30 days of the first day of a customers billing cycle and each 30 days thereafter until payment is received.
  
  The payment processed to the account on July 3, 2024, covered the June 1, 2024, billing statement after the July 1, 2024, billing statement generated. On July 3, 2024, a courtesy credit was applied to Ms. ******** account to compensate for the late fee billed on July 1, 2024. On July 3, 2024, ****************** accepted a 12-month contractual agreement for the Superfast Internet effective from July 8, 2024, through July 8, 2025. The agreement includes a contract discount effective from July 8, 2024, through August 3, 2025. The account receives a promotion for Internet/Voice rental at no additional charge effective from July 8, 2024, through August 3, 2025, at which time standard retail rates are applicable. The agreement includes an early termination fee that is applicable if the disconnection of the account is completed prior to the end of the agreement. Customer approval for the agreement and package pricing was received via text message. The change of service and credit were reflected on the billing statement dated August 1, 2024.
  
  The August 1, 2024, billing statement generated and reflected prorated credits and charges from the change of service being completed on July 3, 2024, an unpaid balance from the previous month, regular monthly charges and a late fee. I verified that the account is being billed correctly for the subscribed services, and no further compensation is warranted. During our conversation, ****************** advised she was moving next month and when the disconnection processes, ****************** will receive an early termination fee due to the agreement. ****************** does not wish to transfer her services to the new address. ****************** was advised, as a courtesy, the early termination fee will be waived. ****************** is aware the equipment will need to be returned to avoid any unreturned equipment fees. 
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** 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: 08/21/2024

  I don't agree with the bill. I was told when I switched my promotional plan my new bill would be around $75/$85 and my bill is $193. I was never informed of any late fees.

  I will return the equipment when I move and will call to have early termination fees waived.

• Initial Complaint

  Date:08/05/2024

  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.

  I owe for 1 month of cable 300 there saying I owe 900 it show on there site I only owe one month but there trying to make me pay 3 months worth of cable

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
              ****************************
              ***********, ** 17066
  
              Case Number:              22088860
              Date of Notice:             August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On August 6, 2024, I spoke with ********************** regarding his billing concern. Our records indicate that on July 25, 2024, Mr. ********** account was interrupted for nonpayment and the billing stopped. The account disconnection completed on August 8, 2024. The last payment to the account made on June 24, 2024, cleared the balance for services from May 1, 2024 through May 31, 2024.
  
  ********************** has a final balance for services from June 1, 2024 through June 30, 2024, and for July ****** through July 25, 2024. The account has four unreturned leased Cable boxes and a modem that needs to be returned as Mr. ********** account is being charged for the equipment. ********************** has the option of an online prepaid shipping label, returning the equipment to Xfinity retail or *** store.
  
  Please be advised the billing on the account is accurate at this time, no credit is owed. 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 in this matter. Should you have any questions or need additional information, please contact me at *************, Monday through Friday 8:00 am - 5:00 pm.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  WNE Region

• Initial Complaint

  Date:08/05/2024

  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.

  This is a complaint against Xfinity mobile, every month the mobile plan is credited to my credit card. In July, no attempt was made to charge my credit card according to ************ xfinity stated my card was no good which was not the case. Xfinity did not charge me my normal $130 for the month but charge me $33.83 when talking with Xfinity on July 28 find out what the chargers for Xfinity mobile could not explain it to me and they said they had no record of the charge on their end, but yet it still shows up on my credit card and they would not credit the amount because they could not see that it was there so disputing that amount with ************ but Xfinity still owes me the $33.83 for for who knows what . And the fact that Xfinity stated my credit card was no good on July 17 because they couldnt bill me my monthly charge but somehow it charge me a bogus $33.83. Cant explain its very suspicious. I want them to reimburse me the $33.83 . And on July 28 after two hours on the phone, I was able to get my credit card back on file so I would not lose my mobile plan.

  Business Response

  Date: 08/19/2024

  
  August 19, 2024,
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************************
              *********************************************************************
  
                Case Number:                    22087239
                Date of Notice:             August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************************** regarding Xfinity Mobile service.
  
  I have attempted to contact ********************, an authorized party, multiple times. Unfortunately, all attempts have been unsuccessful. A review of the account was completed. Our records reflect two Xfinity Mobile lines were migrated from a previous account on May 27, ******** previous account billing cycle ran from the 26th to the 25th of each month.On June 26, 2024, the previous account generated a statement for prorated charges and stand-alone line fees. On July 16, 2024, ******************** card which was previously used for autopay was processed for the prorated charge. On August 13, 2024 the payment was reversed and returned to ********************. Comcast determine that the charge from the previous account is a valid charge as both lines were still active on the previous account until May 27, 2024.
  
  Lastly, ******************** billing statement dated June 27, 2024 for service May 27, 2024 through June 26, 2024 was scheduled to be drawn via autopay on July 17, 2024. There was not an associated payment method on file. On July 28, 2024 service was suspended for non-payment. On July 28, 2024 a payment was made to bring the account current,restoring service. The payment method was stored for future automatic payments.
  
  Please be advised that billing is accurate. I apologize for any inconvenience that may have been 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 Specialist, Tier 2

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not paying $100.00 for a technician visit when he did not even TOUCH my equipment he walked outside and said the issue was outside problem which I still have by the way.

  Customer Answer

  Date: 08/05/2024

  I am trying to send copy of my Comcast bill but it is not allowing me too?

  Business Response

  Date: 08/20/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re: Case Number:22092512
  Date of Notice:August 5, 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 12, 2024, I communicated with ******************** via email regarding her billing concern.  I explained the service technician who completed the service visit on July 18, 2024, indicated that the primary issue was not due a Comcast issue, which makes the service visit chargeable and valid.  During the conversation, ******************** confirmed her service is working normally and did not want to schedule another service visit to further investigate.  
  
  As a valued Comcast customer, I applied a one-time courtesy credit to the account and it will be reflected on the August 19, 2024, billing statement. 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 
  
  

• Initial Complaint

  Date:08/04/2024

  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.

  Xfinity has failed to resume the service on the line ************ and also to change the number on this line despite several request.On 7/23/2024 I suspended de line ending on 1499 due to the phone was stolen. I ordered a new phone on Xfinity my account, and I paid first installment of $12.95.I received the phone on 7/27, but I was unable to activate it following the instructions neither on the app. I called customer service. They could not activate new phone, and they asked me to go to the store.I got and appt and I went to the store Saturday 7/27. On the store they told me it was not necessary for me to go. **************** was supposed to fix the problem over the phone. They said they will open a ticket, and they will give a call. No call received. No notification of ticket on my account. Inexpertly, the line was working next day.Thinking all had been solves, on 8/2/2024 I called to request number change on the line ending 1499. I was given the new # ************ but the change never took place.I called Sat 8/3, and I was on the phone for 1 hour and 47 minutes. For my surprise I was told the do not have record on imei # on the new phone I had already paid first instalment. They told me this line 1499 was not activated. I asked why I am making phone calls on the new phone with same # ending on 1499. They could not change the # unless the line is active, and they have record of new imei.I am retired elderly of 67 years. This is adding a lot of stress on myself. Xfinity customer service is horrible. The employees are way too nice that is irritating and the lack of training.I am attaching screen shots.Thank you.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*****************************
  ****************************************************************************
  
  Case Number:22091863
  Date of Notice:August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On July 23, 2024, ****************** purchased a new ******** ************ the existing phone number ending in ***** via an online account; the device was shipped on July 24, 2024, and delivered on July 27, 2024.  The activation order became stuck due to an unknown system error causing a delay with activation and the number change request. 
  
  On August 9, 2024, a ticket was submitted to complete the activation order for the device and phone number listed above. 
  
  I spoke with ****************** on August 9, 2024, and reviewed the above information.
  
  On August 20, 2024, the activation order was completed. The number change request was completed per ********************** request. 
  
  The follow-up call on August 21, 2024, was unsuccessful, however, a voicemail was left detailing the information above. A one-time courtesy credit of $50 applied to the billing statement issued on September 20, 2024, for the delay in resolution. I apologize 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 Resolutions
  

• Initial Complaint

  Date:08/04/2024

  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.

  Same pattern of deceptive sales related to *** package that I complained about last year. I have an all access package. However Xfinity blacks out games randomly. Last year they pulled the Apple plus scam where they blacked out Friday games that were sold to Apple. That change took place after we had already agreed to the package deal. After continual complaints of breach of contract- that is they changed the contract terms after selling the contract without the Apple deal revealed- I finally got the corporate office to provide a credit. Now we get games blacked out randomly - games that are outside of the blackout area. For instance the ********** are playing today in *******. Yesterday we got the feed with no problems. Today both the LA and Oakland feeds are blacked out. Once again a criminal breach of contract. Xfinity does this repeatedly. Another example- Seattle playing ************ . One game available of three possible. The other two blacked out. Here in ********** it is hard to imagine that we are in either teams blackout area. Yet the games of distant teams not closely related to ********** are just gone. An hour on the phone and Xfinity still doesnt have any idea what their problem is. Truly absurd company who only cares about bringing in the dollars but outsourcing so called customer service oversea.

  Business Response

  Date: 08/20/2024

  August 20,2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       *************************
              188 Tierra Encantada
              ********, NM 87048
  
                 Case Number:                     22091079
              Date of Notice:             August 4, 2024
  
  Dear *** 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. On March 20, 2024, ****************** added *** Extra innings to his account. *** EXTRA INNINGS is a ***** League Baseball package that offers customers out-of-market regular season games. It is designed for *** EXTRA INNINGS fans, who want to see more than just the games played, by the local team. Customers can access up to ninety out-of-market games per week. The games included in *** EXTRA INNINGS are in addition to those available on FOX, ESPN, ESPN2, *** Network, TBS, and a subscriber's in-market home team's network(s).
  
  *** Extra Innings games can still be subject to blackouts. The **** not Comcast determines which games mut be blacked out to protect television rights holders such as local over-the-air stations and Regional Sprots Networks. Additionally, national broadcasters or other content providers such as ********* may have exclusive rights to certain games.Customers can tune to their local over-the-air station, Regional Sprots Network,or national broadcaster for potential overage when a game is blacked out on MBL Extra Innings. Games will generally (but not always) be available locally.
  
  Customers can also say their teams name into the Xifnity Voice remote to go directly to the live gave and if there is not a live game, the customer will see a schedule of upcoming games.
  
  Additional information regarding sports blackouts is available online.[1] 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,
  
  
  ******************
  Executive Customer Relations
  
  
  
  
  [1] **********************************************************************

• Initial Complaint

  Date:08/04/2024

  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 switched services on 5/28/2024. Xfinity was running a special for a free ****** Pixel 8. I had to port a number over to receive the phone. I have 3 lines. I ported the lines and picked out the phone. The *** asked me what color I want and that is was a good phone. I waited 2 weeks and the phone never came. I called in can was told that the phone was never ordered and that I an outside of the promotion window for a free phone. I was told that I would have to port a new number but that is not an option as I can only have 3 lines on my account. I spoke with a manager who stated they would pull the chat and send me the phone but I would have to wait until the Pixel promo is available (6/24/2024). I never heard from the supervisor. I called back a month (7/22/2024) later and spoke with ***** (DTILAG552) and his supervisor *** (AANDRE78). *** stated that there is no notes or record of my 6/24/2024 call. I asked that he pull my call log as I spoke with managers and ***s for over 3 hours. He stated that he saw the call and would have the recorded call pulled. I was told this would take a week (7/29/2024). I have not heard back from ***. I called back 8/4/2024 and was hung up on twice after waiting 2 hours for a supervisor. I am being told that I cannot get the pixel even though it is not my fault it was not ordered. I spoke with **** (*******) who placed me on hold and hung up. I also spoke with ***** who refused to provide me her employee number as she stated it is against policy even though others and supervisors have provided them. I asked to speak with her supervisor, I was placed on a 45 min hold and hung up on. I called back a third time and spoke with **** (******) who stated that I can only pay for the phone and even though it was not ordered there is nothing they can do.

  Business Response

  Date: 08/29/2024

  
  August 29, 2024 
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************
  ******************************************************************************
  
  Case Number:22091016
  Date of Notice:August 4, 2024 
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************. 
  
  On May 29, 2024, **************** purchased service for three customer-owned devices, and attempted to place an order for a ****** Pixel 8. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within 30 days. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  **************** did not satisfy the promotional requirements because the order for the ****** Pixel 8 was never placed. I offered to upgrade Ms. ******* current device to a ****** Pixel 9 and apply a one-time courtesy credit of $200.00 in lieu of the original ****** Pixel 8 promotion. **************** agreed to this resolution. As a result, I helped **************** place the order for the ****** Pixel 9, and I applied a $200.00 credit to the account.
  
  Also at that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line.
  
  **************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  Also at that time, Xfinity Mobile offered a promotion through which eligible customers could receive service credits for 10 months. To qualify, customers were required to activate a customer-owned device on an unlimited service plan. 
  
  **************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  Upon receipt of this complaint, I contacted **************** and explained the above information. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Zamir G
  Xfinity Mobile Specialist, Tier 2
  

• Initial Complaint

  Date:08/04/2024

  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.

  Xfinity promises that you get Peacock premium plus with your gigabit plan and it even says a charge on your billing details but they are unable to fix the issue with people not able to access the free premium Subscription they have no idea how to help and the higher-*** have not provided the customer service agents with any info on resolving this issue. Several people I know, and others are experiencing this false advertising and promise of a free peacock premium subscription through them for being a gigabit user or platinum member.

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:                       Case Number:                      22090687
              Date of Notice:             August 4, 2024
  
  
              *************************
              **********************
              ***********, IL 62712
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 5, 2024, I spoke with **************, who is authorized on the account, and *****************************, the account holder, regarding a service concern. Our records indicate that on August 3, 2024, August 4, 2024, and August 6, 2024, escalation tickets were created to investigate the Peacock Premium streaming concern. The escalation team were unable to follow up with ************** by phone and an email was sent to the customer providing the Peacock Premium streaming voucher. On August 8, 2024,the escalation team confirmed that the Peacock Premium offer was applied. On August 8, 2024, I spoke with ************** and confirmed the resolution.
  
  Our records indicate that Peacock Premium streaming service is billed at no cost through June 25, 2025, at which time, retail rate will apply. Hulu streaming service is billed through ************* Xfinity account. The account has not been billed for Peacock Premium streaming service at the retail rate. 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,
  
  
  Queen Q.
  Executive Customer Relations