Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

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  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

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  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

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  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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:07/26/2024

  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.

  Back in March 2024, I contacted Xfinity to inform them that I was changing carriers and leaving Xfinity mobile. Xfinity mobile continuously billing me for services. Mobile phone was fully paid for and I transferred to Consumer Cellular by using there Sim card in my phone

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  BBB of ******************* & ********************
  **********************************************************************************************
  **********************
  
  Re:         ****** Washington 
               **********************************************;
               *********************
  
               Case Number:                    22046945
  Date of Notice:July 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************. 
  
  On August 1, 2024, I spoke with ************************ regarding a Xfinity Mobile billing concern. Our records indicate ************************ requested to disconnect the services when the line was ported out on May 10, 2024. However, due to a system error, the account was incorrectly charged after the mobile number was ported to another provider. The account reflects charges for the billing cycles of May 25, 2024 through June 24, 2025, June 25, 2024 through July 24, 2024, and a partial charges for the for the April 25, 2024 through May 24, 2024 billing cycle. There is no record of a request to disconnect in March 2024. 
  
  Our records confirm no usage for the line in question after the mobile number was ported. On July 30, 2024, a credit was applied to the account for services charged in error. The remaining balance owed is valid for the billing cycles of March 25, 2024 through April 24, 2024, and partial charges for April 25, 2024 through May 10, 2024. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 08/07/2024

  [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:07/25/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Xfinity concerning an unfulfilled promotional discount that was promised to me. I became a customer of ********************** in November 2023 when I moved into a new home and initially subscribed to their internet service. In January 2024, during a troubleshooting call with an Xfinity customer service representative, I was informed of a promotional offer. I transferred my mobile services from T-Mobile to Xfinity, I would receive a $20 discount on my monthly internet bill, reducing it from $85 to $65. Motivated by the potential savings, I switched my phone services to Xfinity. However, the promised discount was not applied to my account after a complete billing cycle. I made multiple attempts to contact customer service via chat and phone, but I failed to connect with a live agent due to the complexity of their system. Each time I managed to connect with an agent, I was reassured that the discount would be applied on subsequent bills. Unfortunately, these assurances have not been fulfilled. Most recently, on May 14, 2024, during an SMS conversation with another agent, I was again assured that the $20 discount would be applied for 12 monthly cycles. Regrettably, this did not occur. I have documented evidence of these interactions, including screenshots, which I am attaching for your reference.On July 24, 2024, I contacted Xfinity once more and was informed by the agent that I was not eligible for any discounts and they could not explain why previous representatives had provided such assurances. This situation appears to be a clear case of bait-and-switch. I am seeking the assistance of the Better Business Bureau to help resolve this issue and ensure that Xfinity honors the promotional offer made to me or provides a suitable resolution. Thank you for your attention to this matter. I look forward to your support in resolving this issue.Sincerely, ***************************

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  BBB of ******************* & *************************;
  ******************************************************************************************************;
  ***************************;
   
  Re:**************************************; 
  ************************************************************************************************
  
  Case Number:22046724
  Date of Notice:July 26, 2024
   
  Dear Sir/Madam: 
   
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Sai ***************** *********. 
  
  On January 22, 2024, ***************************** purchased service for a customer-owned Apple iPhone XR a customer- owned ******* Galaxy S23. 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. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ********************** satisfied the promotional requirements and is currently receiving monthly device payment credits in accordance with the promotional guidelines, but the promotion did not originally reflect on Mr. ********** first billing cycle that generated on January 25, 2024, though February 24, 2024. 
  
  Upon receipt of this complaint, I contacted ********************** and explained the above information. I applied a credit in lieu of the first monthly credit. 
  
  With respect to Mr. ********** billing concerns on his residential account, the account reflects a monthly discount is being applied as of January 22, 2024, for subscribing to mobile service within the time allowed. 
  
  Should you have any questions or need additional information, please contact me at *********************************. 
   
  Sincerely, 
   
   
  **************** 
  XM Executive Resolutions 
  

  Customer Answer

  Date: 08/22/2024

  [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: 22046724
  
  
  Dear BBB,
  While I appreciate Xfinity for crediting the $30 discount that was missed on my mobile account in the first month, my primary concern remains with the billing on my residential account (Internet account).
  

  As an update, I received a call from a case officer regarding my Internet account a week ago. The officer credited $210 to my account, which covers the cumulative discount from February through August. Additionally, he assured me that a $30 discount would be applied to my Internet bill next month onwards automatically.

  
  Although I am satisfied with the resolution so far, I will be able to confirm whether this case can be closed only after I see the promised discount applied to my next bill and the bill amount reduced accordingly. I was told by the case officer that he would give me a call back after 30 days to confirm if I received the monthly discount in the upcoming bill.
  

  Thank you for your attention to this matter.

  
  Best regards,

  Ajay
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/25/2024

  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.

  Back in April my bill went up. When i called in the representative applied promotions to keep my bill down to the previous amount and said my service would include everything I had previously which included unlimited internet. However, this was a lie and it did not include unlimited internet. I should currently be paying a bill of $70/ month with a payment method of card on file not through checking account. I should not be charged any fees for going over internet usage because I was told everything was the same as before which included unlimited internet.

  Business Response

  Date: 08/23/2024

  
  August 23, 2024          
  
  
  Attn: Complaint Department
  Better Business Bureau
  ***********************************************************************************************
  **********************
  
  Re:       *********************
  **************************************************************************************************
  
  File Number:                        22046156
  Date of Notice:             July 26, 2024
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by *********************.
  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in Mr. ***** area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 427 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold. [1]
  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided.  ************ exceeded his 1.2 TB data usage threshold in July 2024 and received a courtesy month credit for this overage,which credit reflected on his August 18, 2024, billing statement. 
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement.  In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.  Comcast has confirmed that a service order confirmation email, which contained information about the data usage policy, was sent to ************ on April 23, 2024.
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  Comcast has confirmed that the appropriate data usage notifications were sent to ************ when she was approaching, had reached,and exceeded his 1.2 TB threshold.
  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  NetForecast, an independent auditor of the accuracy of ******** usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter.  The most recent NetForecast report can be viewed at ******************************************.
  As NetForecast has noted, there are many sources of unexpected consumption that may contribute to a households monthly data usage.The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates may be significant.
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications may operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic may be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks may result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose. Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses.
  A Comcast ***************** Assurance technician made several attempts to contact ************************** to advise his of the above information. Unfortunately, all attempts were unsuccessful. The technician left a message with their direct contact information should ************ have further questions regarding this matter.
  On April *******, with respect to ************ called billing concerns. A Comcast representative processed a change of service request. The account was repackaged from the Xfinity Connect More Internet service through May 21, 2024.In addition, an Automatic Payments Discount Including Paperless Billing, and xFi Complete. To the Fast Internet with a contract discount through May *******, an Automatic Payments Discount Including Paperless Billing and Internet/voice equipment rental fee. ************ approved the order via text message.
  As a result of the removal of the xFi ********************** overages for July were posted on August 7, 2024. A credit was applied on August 7, 2024, due to this being the first overage on the account. Due to the length of time that has passed, we are not able to review the interaction.
  Education was provided on consent and changes of service as well as package and pricing. An offer was presented to provide the xFi complete and same level of service at a lower monthly rate. On August 13, 2024, ************ accepted a change of service via text message. The account was enrolled in the Fast Internet with a contract discount through August 21, 2026, and xFi complete discounted rate through August 21, 2026. The changes will be reflected on statement August 18, 2024.
  We apologize for any inconvenience ************ may have experienced while attempting to resolve his concerns.
  
  Please contact us directly should you have any addition questions or concerns.
  
  Sincerely,
  
  
  ***************** Assurance
  ************
  
  
  [1] ******************************************************************************* courtesy months, any overage charges are credited on the
    customers billing statement. 
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6] *********************************************************************
  [7] These tools are available at *******************************************************************************.
  [8] ****************************************************************************************************.html

  Customer Answer

  Date: 08/26/2024

  [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:07/25/2024

  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 transferring and bringing my own phone over to Xfinity mobile which it was promtions for bringing your own phone and number over. My first phone was locked with my previous provider and the *** informed me that they can bring it over and they will have to give me esim. Unfortunately Xfinity wasn't able to transfer that device over or port my number. Xfinity ask if I had another phone that was unlock that I can bring over which I had a iPhone to bring over. I was charged two activation fees and other charges which took me two months to get credit back to my account. My account went from $137.00 to $57.00. The *** stated that I have until August 3rd to pay $57.00. My line was suspended do to they error and when I called back and ask why Xfinity stated I have a balance of $57.00 that need to be paid and they can;t offer extension! The *** offered me the extension. Therefore I canceled my line due to all the untrained ***s.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
               **********************************
               *****************
  
               Case Number:              22045794
               Date of Notice:             July 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ***************************************** records indicate on May 22, 2024, ******************** established Xfinity Mobile service by placing an order for a Bring Your Own Device (****) line on a ******* Z-Fold device. However, activation was unsuccessful on this device because it had a balance with the previous carrier.On May 31, 2024, activation for the **** line was completed on Mr. ********* iPhone 12 Pro Max, which resulted in two line setup fees being billed for this **** line.
  
  On July 24, 2024, Mr. ********* account was suspended for non-payment. The account was ineligible for a payment arrangement as no payment had been made since ******************** joined Xfinity Mobile. On July 24, 2024, credits were applied to the account and are reflected on the July ******* billing statement.
  
  On July 26, 2024, I spoke with ******************** and advised him of the above information. As a courtesy, on July 26, 2024, I applied an immediate credit equal to the remaining balance owed for the June 24, 2024 billing statement, and Mr. ********* Xfinity Mobile account was reinstated. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions

• Initial Complaint

  Date:07/25/2024

  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 told I was getting a free phone . They pushed it on me. Then when I left the company because the bill was always higher each month than was promised I found that they took $199.05 out of my checking account without my knowledge. I keep calling they keep saying it's coming back but I still haven't gotten my refund.

  Business Response

  Date: 08/14/2024

  
  August 14, 2024 
  
  
  BBB of ******************* & ********************
  ****************************************************************************************************************************
  
  Re:**********************;
  ******************************
  Apartment 54 
  *******, ** 23229
  
  Case Number:22045616
  Date of Notice:July 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************.
  
  On March 23, 2024, ************ purchased a ******* Galaxy A15. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. 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 device was activated with a new number. On May 20, 2024, the service related to the device was cancelled and the balance was accelerated. On July 9, 2024, the May 19 - June 18, 2024, billing cycle payment was withdrawn from ************** account via autopay.
  
  On August 2, 2024, I spoke with ************ and informed her that as a courtesy I issued her refunds for the taxes paid at the time of purchase, the charges related to the device in the March 19 - April 18, 2024, billing cycle, and the charges related to the device in the May 19 - June 18, 2024, billing cycle. I advised ************ to please allow 3-5 business days to receive the refund. I informed ************ the account is successfully closed. 
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions 
  
  

• Initial Complaint

  Date:07/25/2024

  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 to the store to get a xumo box. When I got home, the box distorted my TV. Eventually, I got a call from a technician. He had me make changes to the TV, but it did not work. So, he told me that he couldn't help me with the kind of TV that I have. I took the box off the TV and waited to see if I'd get a call with help the next day. However, this never happened. On the third day I received another box through the mail. Again, I waited to see if anyone would call me about the setup. This did not happen, I did not open the second box. I had appointments to make concerning my health and therefore, could not get to the store until July 3, 2024. On that day I returned an unopened box to the store. The clerk told me that the box was active. That is impossible because it was not opened. I told her that and she just walked away with the box. Three days ago my account was billed for $39. I do not have xumo boxes and I have been unable to get a live person to talk to me on the phone for a month. I have called more than three times and the computer will either hang up when my answer is no, or keep telling me to use the Xfinity app. My budget cannot afford to be overrun.

  Business Response

  Date: 08/05/2024

  
  August 5,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************************
              *******************************
              *******, IL 60617
  
              Case Number:              22045526
              Date of Notice:             July 26, 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. Our records indicate that on June 20, 2024, ******************** ordered NOW TV and a Xumo box. On July 23, 2024, ******************** removed the NOW TV and Xumo box. A prorated credit was automatically generated and applied to the account.
  
  On June 20, 2024, ******************** was provided a credit to waive the activation fee. This credit appeared on the June 26, 2024, billing statement. On July 30, 2024, as a courtesy, a one-time credit was applied to waive the bill for TV NOW service.This credit will apply to the August 26, 2024, billing statement. To resolve this matter, contact with ******************** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

  Customer Answer

  Date: 08/05/2024

  This person never called to speak to me. I am home all day. I sent him my phone number. He did not respond to a phone call to me as asked. I found an email that was sent about two days later with a credit for the amount in question. This does change the amount due. However, the method of concern for customers is not professional at all. The person who handled this error is not worthy to be called a management team member. Unless there is a person who does not have vocal capabilities, he should be removed. 

  Customer Answer

  Date: 08/21/2024

  The representative sent two emails saying that he was trying to reach me. I'm at home all day, especially when I'm expecting calls. He never called. I called the number he emailed to me but I got two voicemails and the third one I answered with these words: " Stop acting like you are calling me. I'm always here/home". The name on his voicemail was ****************, That's so cowardly and guilty.  However, my bill was adjusted a few days later. On the due date which was yesterday, was $5.03. Thank you BBB 

• Initial Complaint

  Date:07/25/2024

  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.

  A large storm took out the power pole behind our and our neighbors house on 6/19 leaving power and cable lines in mine and my neighbors backyard. Power was restored and the pole fixed on 6/23. We are still dealing with Comcast line low in our lawn and not properly connected to the power pole as of 7/25. We have made multiple attempts to reach out to Comcast to reconnect the line. A technician finally came out 7/19 and marked the job as complete but did nothing to fix the problem. I called again 7/22 to schedule another. They came 7/23 and said the line needed to be raised by a construction truck and would be done within 24 hours. No one else came. I have called each day and am told the claim is escalated. No progress is being made. It is a safely hazard to my children and my neighbors. My fence was damaged in the storm and it will be difficult to fix with out hitting the low hanging lines. We have not had use of the backyard for over a month. My neighbors children can also not use their yard with a cable line running through it. I would like some accountability for the lack of a timely fix and compensation for the inability to use my yard due to their negligence.

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:                       Case Number:                      22045401
              Date of Notice:             July 25, 2024
  
  
              ***********************
              *********************
              **********,** 48076
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding, who is authorized on Mr. *************************** Xfinity account.
  
  On July 19, 2024, our maintenance team visited the location to gather additional information about the lines in question. On July 26, 2024, our maintenance team raised the lines in question. On July 26, 2024, I spoke with Mr. *************************** and confirmed that a pole transfer was completed, and the lines were raised. On July 30, 2024, a courtesy credit was applied which will reflect on the August 21, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **********
  Executive Customer Relations
  
  
  

• Initial Complaint

  Date:07/25/2024

  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.

  So I cancelled my phone service with comcast and I went to return the iphone in the store. They would not let me return it in the store. I sent with a ***** label. A month later the phone was returned to me, because somehow someone accessed the iphone with a different apple ID that is not mine and am locked out of the phone. Comcast sent me documentation that the phone is mine but apple would not accept it. I am asking if comcast can produce a document the phone belongs to me so I can get apple to remove the activation lock by an unkown user.

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:                         Case Number:                      22045355
                  Date of Notice:                 July 25, 2024                    
  
  
                  *****************************
  **********************
  **********, ** 19808
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On August 2, 2024,I spoke with ****************** and confirmed he purchased an iPhone 15 Pro on March 18, 2024. The device was sent back to us on April 8, 2024; however, it was returned to ******************** as the Find My iPhone was enabled on the device. ********************** cannot accept a device back that has this feature enabled. The account was deactivated on March 19, 2024, and remains deactivated.
  
  I advised ******************* that Apple would have to assist in disable the Find My iPhone/remove the user ID. ****************** requested that I email him proof the device purchased with Xfinity Mobile, which I emailed him on August 2, 2024.
  
  I emailed ******************* a return label on August 5, 2024. I advised him via email that I will personally track this return and once received we can proceed in waiving the device charge. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:07/25/2024

  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 mobile service outage 6/21 to 6/23 while traveling in ******** 2 hours with customer service .Afterwards our phone numbers got changed, our original phone numbers had "not in service/disconnected" messages, no one could contact us.Talked to xfinity on 7/3 for 2 hours, was promised it would be fixed and $50 credit on the account.Problem wasn't fixed until 7/12, spent several more hours on the phone to get it fixed. Technician couldn't offer me a credit.Didn't get $50 applied to the account. Spent 1.5 hours on 7/25 with several reps. ********** wasn't willing to offer anything beyond $50 other than a fabricated apology.Also got charged $100 for "by the gig" service in May, despite their unlimited plan maxing out at $60 for 2 lines. *** couldn't issue a credit.We've been a customer for 6 years for home ******************** and **********************. Losing your phone numbers for 3 weeks and wasting hours on the phone trying to get credits is unacceptable.It's 2024 and I have lots of other options. If Xfinity thinks acquiring new customers is more profitable than keeping long term customers then I'll just do that

  Business Response

  Date: 09/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ******************
              ********************
  ***********************
  
                Case Number:                    22045310
                Date of Notice:             July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ******************.
  
  On June 28, 2024, Mr. *************** telephone numbers were inadvertently removed from his account, and he was assigned new telephone numbers. Xfinity Mobile returned his telephone numbers to his account on July 13, 2024.
  
  On August 1, 2024, I spoke with Mr. ************** to advise him of the information and apologize for any inconvenience that he may have experienced. A courtesy credit was applied to his account, which was reflected on his August 17, 2024 billing statement.
  
  Should you have any questions or need additional information, please contact me at ********************************
  
  Sincerely,
  
  
  **************
  Executive Customer 

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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.

  Basically my bill was past due, I had a gift card I used to pay towards the past due balance, I made an arrangement but their system still took out ****** instead of just ***** like I though. I calle sinister service support almost two weeks ago and still havent received my refund from them.

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  ***********************
          629 Norwich Court 
          **********, ** 95833
  
          Case Number:   22045236
          Date of Notice:  July 25, 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 reflect that ************** is not an authorized user on the account in question. ************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************. 
  
  Sincerely,
  
  
  **************** 
  Comcast | Executive Customer Relations