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 Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  23000 Eureka Rd Taylor, MI 48180-6039

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:07/29/2024

  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.

  I have had trouble with my cable service since Feb of this year and they sent A tech out in Feb to fix the problem but that did not work my cable has been down and the internet was going slow, so i called them back and on the Tech can out 3-16-24 and said the wires underground was so old they need to be replace and then my service was out again with the same issue on 03-26-24 when another Tech came out and said the same thing and ran wires from my box to down the street and said this should be a temporarily fix and it will take 2 wk for them to come out and fix everything because they had to get with the gas company, water company, and county to mark lines before they can repair the wires underground. It took them toward the last weeks in June to get that fix. I have trip over the wires several times they had out there and I called them several times to complaint and about when it will be fix and credit to my account. They gave me a $35.00 dollars credit and a $9.00 dollar credit to my account because I was complaining and I told them that was unacceptable because I pay them $376.00 dollars a month and the time frame it took them to fix the Issue I should have not been Billed. I'm asking for my account to be credited for the inconveniently they cost me and for my service not working properly. I have been with them since 2000 and this how they treat their value Customer. I have called them several times about this issue. I called them today and I was on the chat and phone with them for over 3 hours. At 4:40pm today 07-29-24 a Comcast Tech can out about the wires and my service not working. I told him it's been Six or Seven Month now that we called them about that problem and he is now talking with My next door neighbor about the issue we have had.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***************************
              *******************
              ********, GA 30058
  
                  Case Number:                      22061510
              Date of Notice:             July 29, 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 ************************, an authorized user on the account of *********************************,regarding a service concern. Our records do not reflect that any service visits have been completed. On February 21, 2024, a drop bury order was completed. The last repair visit was completed on May 23, 2024 during which the technician referred the address to maintenance for non-service affecting issues. *********************** confirmed that the line had already been buried.
  
  On August 7, 2024, *********************** agreed to scheduling a repair visit for August 10, 2024. However, on August 7, 2024, the order was canceled online. On August 9, 2024, I followed up with ************************ at which time she stated the service is working. An internal review of the signal levels to the residence confirms they are within Comcast specifications.
  
  On August 9, 2024, a courtesy credit was applied to the account. The credit will reflect on the August ******* 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

  Customer Answer

  Date: 08/18/2024

  Yes this complaint has been resolved. Thank you 

• Initial Complaint

  Date:07/29/2024

  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.

  Dishonest practices

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:       *******************************
              ******************
              ********************
  
                  Case Number:                      22061243
              Date of Notice:             July 29, 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 31, 2024, I spoke with ********************** and confirmed she is currently subscribed to a 12-month agreement for ********** and Gigabit Extra effective June 26, 2024, through June 26, 2025 at a promotional rate. The package includes a 36-month promotional rate effective June 26, 2024, through July 12, 2027. After the promotion, retail rates will apply. The package also includes a two-product discount and a  Automatic Payments and Paperless Billing discount. The package rates do not include equipment, taxes or fees.
  
  ********** includes: Limited Basic, Sports and News, Kids and Family,Entertainment, Streampix, HD Programming, and 20 Hours of ************ ********************* declined to make any changes to her service package at this time.
  
  On July 2, 2024, a service credit was applied to the account for the service concerns addressed on that day. The credit reflected on the July ******, billing statement. On July 31, 2024, a courtesy credit was applied to the account. This credit will reflect on the August 8, 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
  

  Customer Answer

  Date: 08/14/2024

  [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: 22061243
  
  I am rejecting this response because:
  

  Packages and rates are still not available so that a consumer can make intelligent and/or informed choices.  When dealing with Xfinity and trying to figure out how which package works best for my needs/budget, the customer has to trust that the agent is being honest.  When I pointed this to out to Xfinity's *** who responded to my complaint, he said he will email me a link so I could view the packages being offered.  Wouldn't you know it, neither of the 2 links worked.  I emailed him back to tell him this, but never heard back.    All we want is transparency and the ability to make an informed decision, and not have to trust an anonymous employee to decide what is right for me, especially in light of the fact that I've already been misled by TWO employees.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/29/2024

  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 3/27/2024 - We had a Phone Call with their sales person We were told if we opened an Xfinity Mobile Phone account the ******************** cost would reduce by $40.00 ie from $85.62 to $45.62 per month.5/21/2024 - Phone Call Escalation Number ECM0007572969 Was told a manager would review the call from 3/27/2024 and honor the price if that is what I was told. Promise: They will call me back tomorrow - never received a call 5/22/2024 - Phone Call Promise: They will call me back tomorrow Operation ID: MXS Said the ************* was status closed and could not provide an explanation. We were told again a manager would review the call from 3/27/2024 and honor the prices we were told. Again, we never received a call back.Expectations are that Xfinity internet honor the contract price of $45.62 per month and refund the monthly changes exceeding $45.62.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  Better Business Bureau
  ********************************************************************
  **********************
  
  Re:       *************************
              ***********************
              *******************
  
              Case Number:               22061375
              Date of Notice:             July 29, 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 on March 27, 2024, the account was enrolled in a 12-month promotion with term agreement for Gigabit Internet. The package receives a monthly contract discount effective until April 21, 2025. The package did receive a monthly self-service discount with enrollment in both Paperless billing and Automatic payments. Additional services, equipment, taxes, and fees were not included in the package rate and subject to change. Additionally, the account reflected xFi Complete (Gateway Modem and **************** The service was accepted on March 27, 2024 via email confirmation.
  
  The accepted promotional offer did not include a Xfinity Mobile discount, which is the reason an additional discount did not apply to the account when **************** enrolled in Xfinity Mobile.
  
  On August 2, 2024, I spoke with **************** regarding his billing-related concern. I assisted **************** with repackaging his account in a 24-month promotion with a term agreement for Gigabit Internet and xFi Complete (Gateway Modem and **************** The promotional rates will be effective from August 2, 2024 until August 21, 2026. On August 22, 2026, the standard retail rates will apply. This promotional package included a 24-month discount for subscribing to Xfinity Mobile services, which will expire on August 2, 2026. The service was accepted on August 2, 2024 via email confirmation.
  
  As a courtesy, a credit was applied to Mr. ******* account for the difference in package pricing. The change of service and credit will be reflected on the August 18, 2024 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

  Customer Answer

  Date: 08/21/2024

  Thank you for your help in resolving this billing issue. Xfinity Comcast was able to honor the pricing for a two year contract. Thank you again. I am satisfied with this resolution ******.

• Initial Complaint

  Date:07/29/2024

  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.

  Account is not my bill. Xfinity sending me to collection for a debt, which does not belong to me.

  Business Response

  Date: 08/19/2024

  
  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  *****************************; 
  *****************
  
  Case Number:22061347
  Date of Notice:July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile Service.
  
  Comcast records indicate that in May 2023 and July 2023, **************** and  **************** son, Mr. ************************ attempted to complete a change of ownership. The documents to complete the change of ownership were never completed. 
  
  Xfinity did not receive a payment for the April 2023-July 2023 invoice, resulting in the lines of service being disconnected due to non-payment on July 17, 2023.
  
  On July 17, 2023, the remaining device balance was accelerated and applied to the balance and on August 5, 2023, the balance was written off to collections. The August 8, 2023, invoice generated for the prorated service charges and on September 3, 2023, a late fee invoice generated. 
  
  On July 31, 2024, I spoke with **************** and **************** and explained the information above. Xfinity has confirmed the balance reflecting with collections to be valid, as the request for change of ownership was never completed. I made several attempts to contact **************** to advise of the resolution, once I identified where I was calling from, **************** disconnected the call. 
  If **************** still wishes to do a change of ownership, the process will have to be restarted and both parties will need to provide the requested documentation as part of the process. In addition, accounts will also need to be current. 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,
  
  
  ****************
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/29/2024

  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.

  Paid Xfinity $ 50 on 7/13/24 for service (6/20/24 - 7/20/24)Next bill was quoted by agent and an email at $60, when I received the bill it was for $68. I called on 7/22/24 and spoke to ***** about being charged over the amount reported. She gave me an $8 credit. Then her supervisor called 3 X's pushing me to fill out a survey they had texted. When I filled him in on the issue, he told me the emailed quote was bogus. I suggested I send it back to him so he could see it was not. He then told me I was lied to about the price and continued to push about the survey. I canceled my services with Xfinity on 7/24/24 and returned their equipment on 7/25/24. They are trying to bill me the full month at $60, when I only continued service from 7/21/24 - 7/24/24.I tried to call the company (7/29/24) and speak to someone, but I am continually cycled through automation without the ability to speak to someone. I heard this same story from several others when speaking to them about this problem. This company is out of control.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************
              ****************************
              Hoffman Estates, IL 60192
  
              Case Number:              22061274
              Date of Notice:             July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************.
  
  Our records indicate on June 27, 2024, ************ upgraded service to Connect More Internet at a 12-month promotional rate effective June 27, 2024, through July 20, 2025. ************ also received a monthly discount for her enrollment in automatic payments and paperless billing. Equipment, additional services, taxes,and fees are not included in the promotional pricing and are subject to change.This change of service appeared on the July 17, 2024 billing statement causing the bill to be higher than expected due to partial month charges.
  
  On July 22, 2024, ************ spoke with a representative who applied a credit equal to the partial month charge as a courtesy.
  
  On July 24, 2024, ************ disconnected service effective July 25, 2024. The courtesy credit and disconnection of service will be reflected on the final billing statement dated August 25, 2024.
  
  On July 30, 2024, I spoke with ************ and advised her of the above information. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ***************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

  Customer Answer

  Date: 08/10/2024

  [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:07/29/2024

  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 scheduled for a home security appointment to fix a camera that i have that has went offline and not working due to the hurricane only to find out someone canceled it which prompted me to call in and it was added back to schedule today from 10-2. only for me to call in again and be lied to by the person you're asking me to do this survey on saying they would be out today from 3-5. something told me to call back into verify and now a rep is telling me she can't advise me of any notes outside of the 07/20 date as if i have not called in 3 times since then.

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
   
  Re: *******************************
  **************************
  ******************
  
  Case Number:22061036
  Date of Notice: July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the H33373**635**3**13639H by ******************************* regarding H313131393**030**3137H Home service.
  
  On July 31, 2024, I spoke with **************** regarding the H313131393**030**3137H camera concern. **************** expressed she had trouble with her cameras since the hurricane. She further expressed she had multiple tech visits set; however, they were cancelled without her knowledge. She advised that since then, her camera concern has been resolved by troubleshooting with an agent. Our records confirm that on July 20, 2024, **************** scheduled a technician visit for July 29, 2024, which was canceled with a resolution code of outage related. **************** then called in on July 29, 2024, during which time a new technician visit was scheduled for August 7, 2024. However, the appointment was canceled with a resolution of customer refused. **************** then called back in on July 29, 2024, and set a new appointment for August 7, 2024, which was canceled due to the agent being able to provide troubleshooting assistance and fix the camera concern. On July 31, 2024, I advised **************** I applied credit for the 24/7 Video recording feature and credits for the missed technician appointments. I further explained the credits will reflect on the August billing statement. I apologized to **************** for the overall experience. **************** expressed that she was satisfied with the resolution and all concerns were addressed. According to our back-end tools, Ms. ******* H313131393**030**3137H Home cameras are fully online and working as designed.
  
  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,
  
  
  ****************
  H313131393**030**3137H Home
  Senior Lead Tech
  
  

  H313131393**030**3137H Home Licenses: AK: ******; AL: ******, ****** Complaints may be directed to the Alabama ************************* of ********** ********************************************************************************************, **************; AR: ****** Regulated by the ********** of ********************** ******************************************************************************************************, **************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the ****** of ******** and Investigative Services, ********** of ******** Affairs, ***************************************************, ***********************; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190, LVU406354; IA: C*****2, AS- 2276; ID: ******; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME: LM50017039; MI: **********; MN: TS674412; MS: ********; MT: PSP-ELS-LIC-*****; NC: 2335-CSA, **************************************************, ***************; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; NV: *******; **: licensed by the N.Y.S. ********** of ***** ***********; OH: LIC# **-89-1732; OK: AC440704; OR: CCB ******; RI: 1398; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571 Licensed by the Texas ********** of ****** Safety Private ******** Board, P.O. **************************, **************; UT: 8226921-6501; VA: **********, DCJS

• Initial Complaint

  Date:07/29/2024

  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 recently received a notice from Apple informing me that my AppleCare coverage through my carrier will end on 08-27-24. The notice gave me the option to purchase benefits directly through Apple. I contacted Xfinity Mobile to understand why the benefits are ending and what steps I need to take to ensure my phone is still covered. According to the Xfinity Mobile agent, Tarek, the notice about the benefits ending is unrelated to the protection I have through Xfinity, which I am currently paying for. I sought clarification to verify that I am essentially paying for a service that was initially provided by Apple for free, and ***** confirmed this. Additionally, I asked if I would have been able to add the insurance at a later date if I hadn't done so at the time of purchase, and the agent confirmed that it needs to be added within 30 days of purchase. I also inquired about the deductible I would have to pay with Xfinity and learned that they are charging me $15 a month for something that was originally included with the purchase of my phone. I requested to speak with a supervisor after this discovery.My main concern is that customers should be fully informed at the time of purchase about the phone coverage that comes with the phone for a year, as well as the option to add coverage at a later time. Xfinity charges $15 a month for the same service that the manufacturer offers for less. Additionally, Xfinity has a $180 deductible for lost or stolen phones, whereas the manufacturer has a lower deductible of $149. Customers should be informed at the time of purchase about these differences in prices so that they can make a cost-effective decision. In my case, I was never made aware of my options, and as a result, I ended up paying for a service that I didn't need with Xfinity. I found that Apple offers a more cost-effective alternative, so I canceled my coverage with Xfinity.The supervisor, *******, got on the phone and explained everything I knew.

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*******************
  **********************************************************************
  **************************
  
  Case Number:22060689
  Date of Notice:July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity Mobile service.
  
  When a customer places an order for ********************** the customer has the option to ask for the ********************** Protection (now known as Xfinity Mobile Care as of July 10, 2024). We confirmed that ************** placed an order for an Apple iPhone 14 Plus on March 3, 2024. She can request it during the order transaction or 14 days afterward (now 30 days after the purchase date as of July 10, 2024). As part of the order, Xfinity Mobile Protection was selected.
  
  When you buy an iPhone, Apple allows you to get protection through them. However, this was not mentioned at the time of the sale because the sales agents are not trained on the pricing of Apple's protection plan. To get protection through Apple, customers must select the Apple Protection option on their end.
  
  Xfinity Mobile Care no longer works with Apple for iPhone concerns. This change took effect on July 10, 2024. Prior to the change customer were able to pay the deductible that Apple was charging for an iPhone concern. Apple users now have the option to get protection through Apple due to the change or continue with Xfinity Mobile. If the pricing is different, the customer can cancel ********************** Care and choose protection from Apple.
  
  At this time Xfinity Mobile confirmed there was no validation of refund since the Xfinity Mobile Protection was selected at the time of the order for the iPhone 14 Plus. If there are any question how the new protection plan works to compare with Apple Protection, I have provided the website (********************************************). The request for compensation has been respectfully declined. I apologized for any inconvenience this may have caused.
  
  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 Resolution
  

  Customer Answer

  Date: 08/13/2024

  [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: 22060689
  
  I am rejecting this response because:

  The business did not contact me directly to address or confirm I agree with their outcome.

  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/29/2024

  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.

  Xfinity Mobile continuously harassing to collect amounts for services never agreed to and never rendered. Xfinity recently turned the matter over to a third party collection agency, creating additional damages and complaints. Submitting this complaint on behalf of my father - ***************************.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  
  Better Business Bureau
  ***********************************************************************************************
  *********************
  
  Re:        ***********************
               ,KS 66085
  

  Case Number:                         22060303
  Date of Notice:               July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************, an authorized user on the account of *************************** regarding Xfinity service
  
  I spoke with ****************, the account holder, on August 1, 2024, regarding his Xfinity Mobile concerns.
  

  Our records indicate on September 27, 2024, **************** placed an order for two Sim Cards for two lines of ************** to use on his own devices with **********************. Although, the lines were never activated, I explained that per our Customer Agreement, all service ordered, regardless of activation status, will begin being charged when shipped or when purchased in a retail store.
  I advised ****************, due to no usage and as courtesy, I would apply a credit in the amount of the collection balance. On August 8, 2024, an immediate credit was applied to the account and was applied to the past due balance. I confirmed the lines were cancelled on May 21, 2024. I apologize for any inconvenience experienced while attempting to resolve this matter.
  

  I trust this ****** provides your office with information required for resolution in this matter. Should there be additional questions or concerns, please contact me at ********************************. 
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions
  

  
  

• Initial Complaint

  Date:07/29/2024

  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 went into Xfinity in *********, ** in April of 2024 to see about reducing my monthly cable bill. The representative talked me into changing my ************* to Xfinity ****** He quoted me verbally about $47 per month. ******* is the carrier for Xfinity. They do not send hard copies of your bill, so random amounts were taken out of my checking account. In June of 2024 my phone was turned off so I could only receive calls. This is when I found out that I had been scammed by the representative. I questioned this and that is when I found out that several employees had been fired for scamming, I went to the Dublin office and was told that information. They told me I was one of 14 or 15 people that were scammed. They told me and showed me that there were four other numbers and an IPad that I was being charged for. They said because I had signed that they couldnt do anything about these charges. I signed only for accepting the Xfinity *************. The Dublin business said I had to go back to the ************** business. The manager ( ****) looked over the situation and there was nothing he could do because I signed. My daughter eventually came with me to discuss this matter and she was told the same. I am 84 years old and do live on a fixed income. I cannot afford to pay for their employees dishonesty. This is a huge company and can afford to do the right thing. They are expecting me to pay at this time $699.80. I have discontinued Xfinity ***** and would like a credit.

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
  ***************************************************
  ******************
  
                Case Number:                    22049177
              Date of Notice:             August 1, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  We take complaints about employee or contractor conduct seriously. A Security Investigator has thoroughly investigated ************************ complaint and the concerns will be addressed appropriately.
  
  There were three orders placed in April of 2024, all at a retail store. The first order was for two Bring Your Own Devices iPhone eSIMs. The line was activated the same day in store on April 3, 2024. The second order was for two Bring Your Own Device iPhone eSIMs and was processed and activated the same day. On April 9, 2024, there was an order placed for an iPad with device payment. This order required ***************************** to pay the first month for the device payment. We confirmed that the method of payment was used to process this order.
  
  On June 10, 2024, there was a backend ticket that confirmed that there was no record of fraud for the mentioned orders. As a courtesy, a credit was issued for the charges that occurred on April 3, 2024, due to no usage activity on any of the active lines.
  
  This courtesy credit will cover inactive charges for orders that appeared on May 22,June 22, and July 23, 2024. The credit appeared on the August 22, 2024, invoice or through the Xfinity App. The credit activated the account back from non-payment suspension status due to the missed payments from the mentioned invoices.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/29/2024

  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.

  July 5th I contacted customer service to end service with **********************. The first representative I talk to disconnected me and sent me to a different employee. The following customer service rep told me my bill was going to be $56 instead of 120. They just charged me 120 out of my account. I did not agree to that and on top of it I had to make a $25 payment, when setting up service. I was told false information and they stole money for me.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:       ***********************
              **************************
  ****, ** 98597
  
  Case Number:                     22059800
  Date of Notice:             July *******
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *********************** Xfinity service.
  
  On October 7, 2022, ************ ordered Xfinity service and accepted a 24-month promotional offer for Gigabit Extra Internet, effective from October 8, 2022, through October 7, 2024, after which standard retail rates will apply. This offer also included one Xfinity ***************** box, at no monthly cost. The promotional rate did not cover additional services such as xFi Complete, equipment charges, or applicable taxes and fees, which are subject to change.
  
  This promotional rate for Gigabit Extra Internet included a monthly discount for enrolling in Paperless Billing and Automatic Payments, using Ms. ***** debit/credit card. If ************ switches her automatic payment method to her bank account, this discount increases. Please note that if ************ discontinue enrollment in both Paperless Billing and Automatic Payments, she will no longer receive this discount.
  
  ************ consented to this service order via email, where she was provided with a link to review and approve her order. Subsequently, an order confirmation email was sent,outlining her service order and including an itemized list of services in the new package, along with the pricing details.
  
  On June 3, 2024, a billing statement generated with new charges for the service period from June 8, 2024,through July 7, 2024, was due on June 28, 2024, via Autopay. However, the attempt to process the payment was declined by Ms. ***** financial institution. On June 30, 2024, Comcast notified ************ via email that her payment was declined, and that we would attempt to process the payment again up to three times. On July 1, 2024, another attempt to process the payment via Autopay was made, but the same result was received.
  
  On July 3, 2024, a billing statement generated with a past due balance from the June 3, 2024, billing statement. This statement also included new charges for the service period from July 8, 2024, through August 7, 2024, which included a late fee for the past due balance. These charges were due on July 28, 2024, via Autopay.
  
  On July 5, 2024, ************ accepted another 24-month promotional offer for Gigabit Extra Internet,effective from July 5, 2024, through July 7, 2026. This offer also included a 24-month promotional rate for Xfinity modem rental at no cost, effective from July 5, 2024, through July 7, 2026. At the end of this promotional period,standard retail rates will apply. The promotional rate did not cover additional services, equipment charges, or applicable taxes and fees, which are subject to change.
  
  This promotional rate included a monthly discount for enrolling in Paperless Billing and Automatic Payments using Ms. ***** debit/credit card, with the option to increase the discount to by switching to her bank account. Discontinuing either Paperless Billing or Automatic Payments will result in the loss of this discount.
  
  ************ consented to this service order via text message, where she was provided with a link to review and approve her order. A confirmation email was also sent the same day, further outlining her service order and providing an itemized list of services, pricing details, and her estimated monthly bill.
  
  We currently do not have a promotional rate that would lower Ms. ***** monthly bill for the next 24 months without downgrading her internet speed. However, ************ was offered the same promotional rate and duration for Gigabit Extra Internet that she initially received in October 2022, along with a better deal that includes a promotion for a free Xfinity modem rental for 24 months. This promotion makes her monthly bill lower than it was previously.
  
  Ms. ***** billing dates and service period are from the 8th of the month through the 7th of the following month. Since her change of service occurred on July 5, 2024, within her billing cycle dates, she received partial credits for the removal of xFi Complete from July 5, 2024, to August 7, 2024, and credit for sales tax. These credits reflected on her billing statement dated August 3, 2024, and applied towards her Gigabit Extra Internet monthly charge for the service period from August ******, through September 7, 2024, bringing her a new due amount.
  
  On July 5, 2024, a one-time credit card payment was made to Ms. ***** account via ********************** MyAccount online. On July 28, 2024, the due amount was processed via Autopay and applied to her account on July 29, 2024. Both payments reflected on Ms. ***** billing statement dated August 3, 2024. The billing on this account is accurate, and as such, Ms. ***** refund request for overpayment has been respectfully declined.
  
  Regarding Ms. ***** Xfinity Mobile concern, customers on all ********************** price plans are charged a one-time line setup fee for each new phone line they activate (there is no activation charge for smartwatches). Once a line has been activated, there is no setup fee to upgrade (change) the device on the line. However, if a customer cancels a line and then adds a line back on their account, they will be charged another line setup fee.
  
  On August 1, 2024, I communicated with ************ via email regarding her billing concerns and advised her the above information. I apologized for any inconvenience that *** 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 **************.
  
  Sincerely,
  
  
  ***** ********
  Case Manager | Executive Customer Relations