Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,146 total complaints in the last 3 years.
9,029 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/02/2024
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.
Several years ago, I was the co-signer on my daughters Xfinity account. This account was deactivated, equipment returned to the store, and all balances were paid. We keep getting bills for $284, so back in April $284 was extracted from my daughters bank account. So I thought that this is finally over, but no, Im still getting notices that this months payment did not go through and my service will be turned off if I dont pay. We deactivated the service at the store nearly 3 yrs ago. The phones my daughter had were transferred to another cell phone provider, the cable service was discontinued, and the internet was discontinued. I have made other payments for this account through collection agencies, and we still get notices of non-payment. Xfinity is a very disorganized company. There is no communication between franchise stores, corporate, and their overseas service departments. Its amazing that they even succeed as a business. I want this problem resolved. I believe the ****************** Credence has even started to call me about this. Its the only possible thing they could be calling me about. Xfinity, if anything, should be returning money to us for way overpaying on an account that was closed several yrs ago.
Business Response
Date: 08/21/2024

August 21, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:                       Case Number:                      22081696
            Date of Notice:             August 2, 2024

            ***************************
            ************************
            ************, MO 64056

Dear Sir/Madam:

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

On February 5, 2020, ********************* established Xfinity Mobile services at a retail location for an Apple iPhone11, 64 GB Black IMEI ending in 1007 for mobile number ending in 3404 and a Apple iPhone11, 128 GB Purple IMEI ending in 0754 for mobile number ending in 1411. ********************** then purchased a Apple Watch Series 6 Aluminum 40mm, 32 GB Silver Case / White Sport.

************************** Xfinity Mobile services were disconnected on December 19, 2021, for the mobile numbers ending in 3404 and 1411 as port outs, however, the watch line was never ceased. ********************* Canceled his residential account March 11, 2022.

On April 8, 2024, a ticket was opened to have the account balance investigated for fraud. On April ******, the case with closed with the closure information. "Reviewed for chargeback, due to account usage, tenure, and payment history determined the account not fraud. The customer is responsible for the past due charges. The account will follow the regular collection process."

The balance is a combination of five billing statements that ran from December 5, 2021, to April 5, 2022. On December 17, 2021, ********************** was billed and paid the device payment plans for the three devices, however, the final payment was in the November 5, 2021 -December 4, 2021, billing statement that was scheduled to be paid on December 24, 2021.

On March 28, 2024, the payment for the statements that ran from December 5, 2021, to April 5, 2022,was paid. On April 6, 2024, the payment was disputed with the bank and on June 24, 2024, we rebilled him for it.

On August 9, 2024, I spoke with ********************** and explained the billing. ********************** requested that I send him copies of the billing statements in question. On August 10, 2024, I sent ********************** copies of the delinquent bills in question. On August *******, I spoke with **********************. I explained I placed a credit on the account,leaving the remaining balance to be paid. ********************** and I tried to update his payment information to process the payment, however it was unsuccessful due to an unknown error on our end. As a courtesy, I placed a credit on the account removing the remaining balance and bringing the account to zero. On August *******, I sent an email to the collection agency Credence requesting the debt to be removed from ************************** account.

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,

Desire S.
XM Executive Resolutions
Initial Complaint
Date:08/02/2024
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 was without internet service 42% of service for month of July
Business Response
Date: 08/15/2024

August 15, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       *************************
            **************************************
            ****************

              Case Number:                    22079974
            Date of Notice:             August 2, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service. Please note that *********************** is authorized on this account.

On July 8, 2024, ******************* was affected by an outage in his area,causing the loss of service for multiple customers. On July 21, 2024, ********************'s maintenance team identified and corrected the plant damage issue which was causing the outage. During this timeframe, multiple outages also occurred.

On August 2, 2024, I spoke with **************** and confirmed services are working normally. All modem diagnostics appeared working as intended. A further check on August 10, 2024, by Supervisor of Technical Operations and the field team indicated that all signals at the premises were within specification, however, on August 10, 2024,the drop was replaced as a precautionary measure. The drop will be buried at a to be determined upcoming date.

Further,on August 15, 2024, the Network Maintenance Supervisor also advised that issues sustained at the plant/hub were repaired with reseated cabling and a new filter. Following this time, all diagnostics within ******************** node were working as intended and indicated services functioning normally.

On August 2, 2024, I applied a courtesy credit for the loss of service. This credit will reflect on the August 7, 2024, billing statement. Prior to this, an additional service credit for the outages was also applied on July 26, 2024, and will also reflect on the August 7, 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:08/02/2024
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.
Brand new customer, ******************** has been out for 2 days, told its the modem. I work from home on certain days and Im taking online classes for my MBA. This issue has happened before when I was less than a month into their services. Their inability to help customers or provide proper and working equipment in unsatisfactory. The amount I pay, to not have this work is also unsat.
Business Response
Date: 08/23/2024
August 23, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       ***********************************
            *************
            *******, IN 47421

              Case Number:                    22079477
            Date of Notice:             August 6, 2024

Dear Sir/Madam:

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

Our records indicate that on July 31, 2024, a service visit was scheduled to be completed on August 7, 2024.On August 6, 2024, the service visit was cancelled by the dispatch team without notifying ********************. On August 7, 2024, I spoke with ********************, and she advised that her service issue were unresolved. A same-day service visit was scheduled and completed on August 7, 2024, during which time the technician repaired a damaged drop and rerouted the drop. I attempted to follow up with ******************* by my attempts were unsuccessful.

On July 31, 2024, a service adjustment was applied to the account reflected on the August 13, 2024 billing statement. On August 14, 2024, a service adjustment was applied to the account and will reflect the September 13, 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 Relation
Initial Complaint
Date:08/02/2024
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.
I put a deposit down to start my account and was told it would be refunded in 6 months if I made on time payments. It has been almost a year and I have not received it. I've called and gone into shops to ask about it but no one shows that I put down a deposit
Business Response
Date: 08/15/2024
August 15, 2024

2338
BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       *********************
            ***********************************************
            **********, CO 80021

            Case Number: 22081468
            Date of Notice:             August 2, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************************* 12, 2024, I communicated with ****************** via email regarding his concern. It was explained that the payment in question made on September 28, 2023, was not a deposit. This payment satisfied a debt on a previous account ending in 2338. This payment is not refundable. 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 Customer Relations
Customer Answer
Date: 08/20/2024
[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: 22081468

I am rejecting this response because:
When reading what I was paying it was stated that it was a deposit and I would receive it back within 6 months. I did not have an account with that much due and if I did I was not informed about it.

Regards,

*********************
Initial Complaint
Date:08/02/2024
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.
Lost cell phone on July 3. submitted an insurance claim, I received replacement phone.On July 5, found phone in my backyard.Returned insured phone and they received it.Requesting that Comcast restore my service on original phone they refuse.I have made over 10 contacts to Comcast in phone calls and visits to their store.each time I am told to wait 72 hours Please activate my phone so I can access medical information and banking.
Business Response
Date: 08/08/2024

August 8, 2024

BBB of ******************* & ********************
****************************************************************************************

Re:       *********************
            2384 **********
            **********************

              Case Number:                    22081274
              Date of Notice:             August 2, 2024

Dear Sir/Madam:

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

Several attempts were made to speak with ************ regarding his Xfinity Mobile concerns, although unsuccessful a review of the account was completed.

Xfinity Mobile made several attempts to remove device number ending on IMEI: 8182 from the blocklist, which is preventing use on the Xfinity Mobile network. Requests to add the device to the allow list have been denied as Xfinity Mobile did not place the device on the blocklist and only the company who placed a device on the blocklist *** request to have it removed.

To utilize the device on the ********************** network, ************ will need to contact his insurance company where the initial claim was filed to remove the block from the device. Once this is completed, the device *** be utilized with Xfinity Mobile services.

I apologize for any inconvenience that *** 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 Executive Resolutions
************** Extension 3052800
Customer Answer
Date: 08/14/2024

This concern has not been solved.
Comcast refused to respond.
Customer Answer
Date: 08/22/2024

comcast states that my device was placed on a lost/stolen list. by an insurance co contracted by them.
as a resolution executive ****************** provided no contact information.
why?
Thank You
******
********************

c
Initial Complaint
Date:08/01/2024
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 7/29/2024, I purchased an iPhone Pro Max 15 over the phone with a new line of service to go with my existing line and streaming account. I received the wrong phone and a defective phone, which has a volume button that doesn't work. I am unable to turn the volume up, make a screenshot, and hard reset the phone.I spent over one hour in chat and verbal conversations with Apple to troubleshoot the problem.Now, on today, I'm in possession of a defective device that is also not the color I ordered. I placed an order for device accessories to arrive tomorrow. Currently, the phone has no coverings, and it does not work.
Business Response
Date: 08/14/2024

August 14, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       *********************
            *******************
            ********, IL 60104

            Case Number:              22080707
            Date of Notice:             August 2, 2024

Dear Sir/Madam:

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

On August 2, 2024, I spoke with ************** regarding her Xfinity Mobile concerns. Our records indicate that on July 30, 2024, ************** purchased an Apple iPhone 15 Pro Max for her mobile number ending in 2339. On August 2, 2024, ************** confirmed she has successfully exchanged her device at an ********************** retail location and her issues have been resolved. 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,

**************
XM Executive Resolutions
Customer Answer
Date: 08/17/2024
[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: 22080707

I am rejecting this response becau The phone has not been successfully returned to the company. I have completed a request from Xfinity asking for videos of the phone being damaged. I obliged. I have not received a resolution that the phone has been been accepted without any fees, additional fees, or errors on the upcoming payment cycle.

Regards,

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

Customer Answer
Date: 08/17/2024
Also, my late response is because my child was in the hospital for an unforeseen illness and stay. If you need proof, I can provide the discharge papers.

Customer Answer
Date: 09/11/2024
This issues was resolved.

Thank you for everything.
Initial Complaint
Date:08/01/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Comcast/Xfinity billing is confusing to say the least. Account number ********************************************** bill due as of 8/1/2024. They bill a month in advance. Yesterday, I cancelled that plan which should erase the $206 normal charges. I am making a payment of $93.37 tomorrow, which I am not challenging. There may be a residual balance of under $25, but they are telling me that I will owe $152 and change after tommorow's payment, and this is part of the amount I am challenging. I have paid $250 on 7/4/2024 and with tomorrow's payment, that is $343 in one month!!!! On my last complaint to the BBB, they also told me they would credit the $100 tech visit on 3/24/2024 which I was told several times by the tech that actually came to my house that I WOULD NOT BE CHARGED, so this $100 credit did not drop off. I was also told twice by two different chat discussions subsequent to that date that it would be removed/refunded but apparently they lied. Typical of Comcast, Xfinity, that is precisely why I am dropping all but the bare essential of services. So the total amount that I should be credited would be $252 and change.
Business Response
Date: 08/29/2024

August 29, 2024

BBB of ******************* & ********************
**************************************************************************************************
**********************

Re:****************************;
*****************************************************************
*****************

Case Number:22080684
Date of Notice:August 2, 2024

Dear Sir/Madam:

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

On March 23, 2024, ******************** required a service visit to resolve a concern with his video service. As a result, a valid service visit fee was applied to the account.

On August 13, 2024, I spoke with ******************** and explained that the service visit fee was applied correctly. As a one-time courtesy, a credit was applied to the account covering the service visit fee. The credit was reflected on the June 5, 2024, billing statement.

Regarding ********************** payments, the June 5, 2024 billing statement was generated with a previous balance. On June 3, 2024, a payment was applied to the account. ******************** also received the credit for the service visit. ******************** also had a disputed charge.

The July 5, 2024 billing statement generated and showed a previous balance, a payment made on July 4, 2024, a past due balance, and new charges due on August 4, 2024.

The August 5, 2024, billing statement generated and showed a previous balance, a payment made on August 2, 2024, a past due balance, and new charges due on September 4, 2024.

Attempts to contact ******************** were made on August 8, 9, and 10, 2024, with no success. Should you have any questions or need additional information, please contact me at ***************.

Sincerely,

****************
Executive Customer Relations
Customer Answer
Date: 08/29/2024
This matter has been resolved with the company to my satisfaction.

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:08/01/2024
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.
I request either the return of the Apple Watch or the application of a $300 promotion from Comcast.
Business Response
Date: 08/21/2024

August 21, 2024

BBB of ******************* & ********************
********************************************************************************************
*********************

Re:
                Case Number:                      22080567
                Date of Notice:             August 2, 2024

            Xuejiao ***
            *******************************
****************

Dear Sir/Madam:

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

On June 20, 2024, Ms. *** placed an order for an Apple Watch. At that time, Xfinity Rewards 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 an eligible smartwatch on a device payment plan,activate the smartwatch within 30 days of the order, and enter the Rewards code during checkout.

Ms. *** satisfied the promotional requirements until the device was disconnected on July 16, 2024. Ms. *** requested to return the Apple Watch.

On August 5, 2024, I contacted Ms. *** and explained the information above. I emailed Ms. *** a ***** return label. On August 8, 2024, the Apple Watch was returned to Xfinity Mobile. On August 12, 2024, all charges associated with the device were removed from Ms. ***s account.

Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

************
Xfinity Mobile Specialist, Tier 2

Customer Answer
Date: 08/22/2024
[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,

Xuejiao Sun
Initial Complaint
Date:08/01/2024
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.
Today I got a notification from a the credit bureau that stated that I was in collections for $126.00 from Xfinity. I dont understand how and why. I never got a notification from Xfinity I had a watch on auto-pay what could be the issue. I tried to talk to Xfinity on chat but no one could give me an answer.Spoke with Credence Resource Manage, they stated that it was an iphone that had to be rectified by the better business bureau. I called Xfinity they stated that it was over a phone then they said it was a watch. Im confused that watch was on auto-pay for over a year. I was never notified by mail or email wait! Im sorry I got an email in May stating that I owe $13.47 I didnt think anything of it because the watch was on Auto Pay. I logged in and it stated that I owe $18again my payments were on auto-pay I never called to stop the Auto pay because you could never speak to anyone so I let every payment go through until the watch was paid for. Ive been making payments for a long time why would I stop now?My credit score is down 33 points behind this. Ive been a customer with ********************** 5 years how can something like this happen when I was supposed to be on auto-pay. This is totally unfair and unacceptable someone in Xfinity messed up and now I am paying for it with my credit score.
Customer Answer
Date: 08/02/2024
Someone called from the public relations department from Xfinity. I dont know why he called because he offered no solution to the issue. I explained that I was on auto-pay for I phone and my Apple Watch. I asked him to review the recordings I never ask Xfinity to take my phone off of Auto-pay he stated that they cannot go back that far.
I asked what did you call for? He said to explain that we did nothing wrong what?? I had no missed payments how can we rectify this? This is my second encounter with this guy and he should not be in customer relations because his attitude is passive aggressive with no resolution. He acknowledges that Ive been a customer for years and thanked me for my business but because he cant explain why I was taken off auto-pay its just automatically my fault. How is this right? How is this my fault? Why wasnt a resolution suggested? Again, this is my second time dealing with this guy and he always calls after business hours and because I contacted the BBB he automatically come with the attitude of how dare you complain to the BBB when we did nothing wrong. The situation was not resolved he only called to satisfy the complaint.
Business Response
Date: 08/13/2024
August 13, 2024

BBB of ******************* & ********************
********************************************************************************************
*********************

Re:       ***********************
            *********************************
************,** 19149

Case Number:                    22079956
            Date of Notice:             August 2, 2024

Dear Sir/Madam:

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

I spoke to ************** on August 2, 2024, and explained that the past due balance in collection is accurate. Our records show the last payment was made on March *******. The account was disconnected due to non-payment on May 10, 2024, at which time the remaining balance for the Apple Watch SE Aluminum 44mm (2022)purchased January 20, 2023, became due in full. I advised ************** of this information and apologized for any inconvenience while attempting to resolve this matter, but reiterated the balance is correct and valid.

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 Executive Resolutions
Initial Complaint
Date:08/01/2024
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 have been experiencing an ongoing issue with my Comcast service since September 2023, which is documented in ticket number IH256717057. Despite numerous attempts to resolve the problem through Comcast customer service, I have been met with constant delays and lack of progress.The last time I was able to speak with a helpful representative was with ******* at extension x3013771 and ********** at **************. Unfortunately, subsequent attempts to contact them have been unsuccessful. I have left multiple voicemail messages without receiving a response.When contacting Comcast through the main 1-888-XFINITY number, I have been redirected to sales departments rather than receiving assistance with my existing issue.
Business Response
Date: 08/15/2024
August 15, 2024

BBB of ******************* & *************************;
************************************************************************************;
***************************;

Re:       *****************
**************************
            **********************

Case Number:               22079953
Date of Notice:             August 2, 2024

Dear Sir/Madam:

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

I made several attempts to contact ************ to discuss any potential mobile concerns he may have had, and I was unsuccessful.Although, I was unable to speak with him, a review of the account was completed once more.

Previously on May 28, 2024, I spoke with ************ and confirmed our records indicated that on September 14, 2023, he accepted mobile service and placed 2 orders for 2 lines of service that included a Bring Your Own device line for a used Apple iPhone 14 Pro Max and a newly purchased ******** *********** device associated with device ID ending in 4894. Do, too, intent to activate the Bring Your Own device line as an electronic SIM card on the iPhone 14 Pro Max device, a SIM card was not required to be shipped. However, the ******** device was shipped on the same day the order was placed, and it was delivered and signed for on September 16,2023.

As intended, per the Xfinity Mobile customer agreement, ************ began to generate monthly charges from September 18, 2023,through May 18, 2024, for a 1 GB data plan, a device payment and monthly taxes.Each payment for each billing statement was processed automatically 20 days after each statement ended from the payment card on file. On September *******, ************ contacted our care teams and requested to cancel service. Due to a pending order at that time, only the line associated with the ******** device was cancelled, ending in 9177. On the same day, it was determined that the pending order for the Bring Your Own device line would be completed within 7-10 days, in which ************ would be required to contact Xfinity Mobile once more to cancel the line.

Although, **************** account does not confirm he requested to return the ******** device. The account also does not confirm *********** contacted Xfinity Mobile thereafter to cancel the remaining line until March 18, 2024, and the line was then cancelled successfully. Because a device payment plan remained active at that time and currently for the ******** device because it had not been returned within the time allowed, ************ continues to be charged appropriately for only a device payment on the April 18, 2024, May 18, 2024, June 18, 2024, and the currently open billing statement dated from July 18, 2024, through August 17, 2024. Once the remaining 13 device payments are paid in full, ************ will no longer be subjected to any further Xfinity Mobile charges.

On several occasions a Xfinity representative attempted to contact ************ and was also unsuccessful. Although the Xfinity representative was unable to reach ************, it has been confirmed as of August 9, 2024, that the underground cable drop bury request remains pending at this time and Xfinity's partner is scheduled to have a visit with the city inspector within 2 weeks from August 9, 2024. The information disclosed was sent to *********** on August 12, 2024, via email by the representative.

Both representatives apologize for any inconvenience this matter may have caused while attempting to resolve it.

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

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