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

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:07/24/2024

  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.

  Absolutely horrible service. Five hours I have spent chasing customer service just to still get no answers and no service. The only thing that works with this company is the ability to give them your money. Is there a class action suit active somewhere? Because this is absolutely ridiculous. How are you people still in business when all they do is take peoples money and give you no service and no customer service, and no ways to directly contact the company about the lack of service that you receive. I paid my money quickly and still no service no customer service, I was expecting ********************** service so I can work my job. I was not expecting to work at Xfinity all day long with no service and no pay because what I have been doing is working all day to get answers when all they have to do is what they claim theyre in business for .. give you Internet service ************ is an absolute scam. They are robbers and liars and they are thieves.

  Business Response

  Date: 07/25/2024

  July 25, 2024

  Good Afternoon,

  We received this case today however there is not enough customer information for us to  locate an account. Can we please be provided the customer's full address and account number? Have a wonderful day!

  Thank you,

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

  Customer Service Operation

  ******************** Regulatory Compliance 

• Initial Complaint

  Date:07/24/2024

  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 Cable Company will not give me access to my emails that Ive been receiving since 2017. ******************************************* Somehow they stopped my access to this account for an error on there part. When purchasing a new iPad I went into company to list this iPad. I was told I had to choose another email address for billing. I told Xfinity then that I didnt want to loose the old one for all my other information. Now on July 14th,2024 they decide to lock me out,wont allow access to this for I cant remember my old billing address. I am 76 years old all my Doctors appointments are sent to the old. I was told this would not be a problem now after how many years it is. Please help me

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************************;
  ************************************************************************************
  
  Case Number:22038247
  Date of Notice:July 24, 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 25, 2024, a representative spoke with ****************** and she requested we contact her daughter *************************, an authorized person on ************************************* account, to further address her email concern.
  
  On July 26, 2024, a representative spoke with ***************************** and confirmed that the User ID was successfully moved from her prior account to her current account, however, the customer is unable to access her emails since July 14, 2024. A ticket was opened with our advanced repair team to further assess. 
  
  On August 14, 2024, a representative spoke with *************************** to review the above details. We found that ****************** is unable to access the online account as the password requires a reset. A representative connected ****************** with our ****************** team to assist in updating the customers password to the account housing her emails. On August 14, 2024, a ****************** representative confirmed the password was reset successfully. On August 19, 2024, a representative spoke with *************************************** and confirmed that she once again has access to her online account and emails and has no further concerns. 
  
  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:07/24/2024

  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.

  On May 26th, 2024, a storm hit my area, causing a 3-day outage of Xfinity's ***** services, including the Storm Ready ***** I had paid for. This service was supposed to be reliable in such situations, but it failed to function. Despite my repeated attempts to contact customer service, as documented in the attached file, I was unable to reach anyone.Finally, on May 29th, at 1:41 PM, I managed to get through to someone. I explained my situation and my decision to terminate the services. However, I was not informed about the early termination fee, despite specifically asking about any contract breaches. I was simply told to return the equipment. On June 9th, I received a bill that included an $80 early termination fee and a $217 fee for the Storm Ready ***** for the remainder of the original contract. I called on June 10th at 1:06 PM. to inquire about those charges but again could not reach a customer service representative. On June 14th, I returned my equipment. On June 20th, I paid the bill minus the $297 charges described above. I have been harassed with frequent text messages about returning the equipment. Those dates are included in the attached document.On July 9, I received a new bill for $297 plus a $100 fee for not returning the equipment. On July 24 at 10:33 AM, I called customer service. They removed the charge for not returning the equipment. I was cut off and talked over when I tried to ask about the other charges, so I could not address my concerns. I was told nothing could be done. I asked to speak to a manager, who wasn't sure they could remove the charges.I'm afraid I have to disagree with the $297 charges because Xfinity did not fulfill their end of the contract. I paid for an unavailable service, and no recourse was available to fix it. Upon investigation, this is a common problem with Xfinity. I want those charges removed from my account and to stop being contacted by the company.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:         *************************
              *****************
              ************,MO 64055
  
  Case Number:               22037609
  Date of Notice:             July 24, 2024
  
  Dear **********
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by *************************, regarding her Xfinity service.
  
  I made several attempts to contact **************,via telephone and email. Although I was unable to reach **************, a review was completed on the account. On January 6, 2024, ************** accepted a 12-month agreement for ********** and Superfast Internet effective Janauy 11, 2024,through January 11, 2025. The package included a 12-month promotional rate effective January 11, 2024, through January 31, 2025. After the promotion,retail rates would apply. The package rates do not include equipment, taxes, or fees. In addition, on January 6, 2024, ************** ordered a Storm Ready Wi-Fi device, which was delivered on January 11, 2024, and the cost of the device was split over thirty-six monthly installments.
  
  On May 26, 2024, ************** area experienced an unplanned outage, due to a severe weather event. During this outage, ************** was connected to the Storm-Ready cellular back up connection. SMS text notifications was sent to ************** on May 26, 2024; when the Storm- Ready back up connection was activated, and deactivated. One the same day; ************** received more SMS notifications advising that the Storm Ready back up connection was reactivated, and then deactivated again.
  
  ************* claim of a three-day outage; due to the May 26, 2024, storm event cannot be substantiated. ********** shows daily use of the service through the month of May 2024, including on May 26, 2024.
  
  Effective May 29, 2024, ************** disconnected services with Comcast. The disconnection of all services resulted in an application of the early termination fee; for breaking the 12-month agreement early, and the remainder of the Storm Ready Wi-Fi installments are now due.
  
  On June 9, 2024, ************** billing statement printed reflecting the final balance,which included unpaid service fees, the remaining equipment installments, and an early termination fee. On June 20, 2024, ************** paid a partial amount of the balance. On July 9, 2024, ************** was charged a fee for a piece of unreturned equipment, and this was removed on July 24, 2024, when the equipment was returned. To note, there is still a remaining balance. The request for compensation is not justified and is respectfully denied.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution of this matter. Should you have any questions or need additional information,please contact me at *************.
  
  Sincerely,
  
  **************
  Executive Response Team  

• Initial Complaint

  Date:07/24/2024

  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 receive internet services from Xfinity since I moved into my house. Services started on 4/10/24. I had to ask them to not bury the internet cable initially as my house is a new build and the yard had not been planted yet. The company planting the grass told me that if that line was buried, it would likely be cut during planting. The yard was installed on 5/21/24. I contacted Xfinity on 6/9/24 via their text message customer service option about having the ******************************************* buried. I called Xfinity on 6/12/24 to confirm that my request to have the line buried had been received and was assured that it had, I was told the request would take time but was expected to be done in a few weeks. I called Xfinity again on 7/3/24 to check if my request was still being planned and was told that they had no idea why it wasn't done yet but they would make sure to pass my ticket along. After that call, on 7/8/24 while I was at work, I was told that an Xfinity vehicle pulled up to my house and left after 10 min without doing anything with the cable. On 7/13/24 via the online portal, I reported the cable as a safety and tripping hazard on the Xfinity website. I received a confirmation email that they received that report, but I have heard nothing from Xfinity since then. I have discussed this issue with a neighbor and found out that he also has Xfintiy internet and also has his internet cable unburied despite several calls from him. He has been dealing with this issue since late march/early April. To me, this signals that this is more than an isolated incident. I'm discouraged from contacting Xfinity again as my previous attempts have all yielded no results. This seems unreasonably complicated to complete a simple request like burying a small cable.

  Customer Answer

  Date: 07/25/2024

  The issue that this compliant was addressing have been resolved. My neighbor's internet cable was buried yesterday and the company agreed to bury mine as well when I talked to them and explained the situation. No further action needs taken.

  Business Response

  Date: 08/07/2024

   
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*****************************
  *********************************************************************************************************
  
  Case Number:22037387
  Date of Notice:July 24, 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 25, 2024, a technician visited the location and successfully buried the line in question. On July 31, 2024, I spoke with ******************, who confirmed the line was addressed. 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 **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations 
  **************
  
  

• Initial Complaint

  Date:07/24/2024

  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 cancelled mobile services attached to my internet service as I never used the service and never picked up the phone that was offered. I cancelled on 6/13/2024. Xfinity issued me a refund on 6/14/2024 (3 different transactions $52.24, $47.72, $47.68) because I never utilized the services. I was also informed that my card was removed from the no longer active account. A month later on 07/15/2024 Xfinity Mobile withdrew $245.16 from my back account. I contacted ********************** on 07/15/2024 and was advised that a refund would be issued in 3-5 days. I contacted them again on 07/18/2024 and was told the refund was still pending. On 7/24/24, I contacted xfinity once again and was told the services were disconnected due to non-payment not cancellation, although I have the email confirmation and proof of refund.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*********************
  ****************************************************************
  
  Case Number:22037135
  Date of Notice:July 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
   
  On July 26, 2024, I contacted ************ to discuss his Xfinity Mobile concerns. ************ advised that it was not a good time and I needed to follow up later. I attempted to contact ************ two additional times via email and telephone however, my attempts were unsuccessful. 
  
  Our records reflect January 22, 2024, ************ initiated Xfinity Mobile service when he placed an order to activate a customer owned device with an Esim. Per policy, billing begins within 7 days from the order. Billing correctly began for this ordered service on January 29, 2024. Correct AutoPay payments were made with the card on file on March 16, 2024, on April 14, 2024, and on May 15, 2024.
  
  Then, on June 13, 2024, our records show the card on file was updated and ************ requested service to be cancelled on the device. This same day, as a courtesy, three immediate refunds (back to the card on file) were processed for the March, April and May payments. ************ did not pay the May 25, 2024 bill amount and due to an error, a credit was not applied to clear the refund balance.
  
  Therefore, was cancelled for non-payment on July 14, 2024, and sent to collections this same day. 
  Additionally, on June 25, 2024, ************ was sent a bill for billing cycle May 25 - June 24. As a result, ************ was billed on July 15, 2024. 
  
  Lastly, on June 24, 2024, ************ was provided a full credit and immediate refund. The account is closed with a zero balance. It could take up to 30 days for the credit report to be updated with the correct account information. I was unable to confirm the refunds were received by ************ in my failed contacts attempts. 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 *********************************
  
  Regards,
  
  ************
  Xfinity Mobile Specialist, Tier 2
  
  

• Initial Complaint

  Date:07/24/2024

  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 trying to cancel my phone line for some time now. I feel like I'm being robbed and forced to keep services I don't need or use. I don't want anything but the internet service not even the free tv thing they provide. When trying to make changes they keep trying to force me into a contract. I called and stated I wasn't working but the agents tried to increase my plan; make it make sense.

  Customer Answer

  Date: 07/24/2024

  Here is a copy of the transcript to show how I have spent my evening talking to xfinity. 

  Please pull the call recordings as well, its even better! 

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************
  **********************
  
  Re:       Tyra ********* *****
              *************************
  Apartment D101
              ************************
  
                 Case Number:                     22036941
              Date of Notice:             July 24, 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 30, 2024, I spoke with **** ********* *****. I confirmed **************** digital consent was approved on July 24, 2024; via text message, to remove the Fast Internet and ************** and add Connect Internet at a discounted rate per month effective July 25, 2024. The monthly rate is lowered with a monthly self-service discount; with Eco Bill ********** Billing) and AutoPay, enrolled with a credit/debit card. The monthly rate is lowered more when Eco Bill and AutoPay is enrolled, with a bank account. The consent included Internet/Voice equipment rental billed monthly and estimated taxes, and government & other Fees. The approved consent indicated an estimated monthly bill.
  
  The prorated credits were applied on July 25, 2024, for services removed which includes Fast Internet, Xfinity Voice, and xFi Complete for the service period of July 25, 2024, to August 20,2024. The credits will reflect on August 17, 2024, billing statement. A previous interaction with a representative on July 18, 2024, indicated ************** declined the offers for internet only plan. **************, she did not make a change until July 24, 2024. ************** approved the digital consent on July 30, 2024, via text message for Connect More Internet at a promotional rate per month for 12 months applied effective July 30, 2024, expires August 20, 2025. The monthly rate is lowered with a monthly self-service discount; with Eco Bill and AutoPay enrolled, with a credit/debit card. An even lower rate is applied with a monthly self-service discount with Eco Bill and AutoPay enrolled, with a bank account.
  
  Effective August 21, 2025,the promotion will transition to the second-year promotional rate per month for 12 months, expiring August 20, 2026. The offer includes Modem/gateway rental free for 12 months effective July 30, 2024, expires August 20, 2025, and rolls off to the current rate after the promotion duration. The approved consent indicated an estimated monthly bill. On July 30, 2024, prorated credits were applied for services removed which includes Connect Internet and Internet/Voice equipment rental for the service period of July 30, 2024, to August 20, 2024. The credits will reflect on August 17, 2024, billing statement.
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  
  Gay R.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/24/2024

  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.

  The phone was locked and they won't unlock it after 5 calls to them they hang up or lie to me. After threatening to call BBB they said no don't do that we will take care of it. But they didn't.

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***************************
  ****************************************************************
  
  Case Number:                          22036638            
                  Date of Notice:                         July 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  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 confirm that ************** does not meet the eligibility requirements to complete the mobile device unlock process due to the Apple iPhone 14, 128 GB Yellow not being paid in full.
  
  Xfinity Mobiles policy states if the customer is enrolled in a device payment plan (DPP), they must pay off the phone in full before Xfinity Mobile can unlock it.Once *** **********;meets the eligibility requirements, he can contact support to complete the process. I was unable to confirm that ******************* was hung up on, due to no notes and was unable to pull any calls. 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:07/24/2024

  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've called Xfinity on the 23rd because my internet wasn't working. My service was restored just for it to be back off today. I then called again and was then told that it was a temporary (a day) thing that I was not informed about the day before. I was then told that she can't do anything to fix it,I was also informed that the person was in training,and she still didn't fix my issue. I was never informed that she was in traing or that my internet would only be on for a day instead of til Friday the 26th,the day my bill would've been paid in full.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************************
  *********************
  
  Re:       ****** St. Cyere
              *****************
              **********, MA 02122
  
                Case Number:                    22036529
              Date of Notice:             July 24, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** St. Cyere regarding Xfinity service.
  
  I made several attempts to contact ****** St. Cyere via telephone and email. Although I was unable to reach **********************,a review was completed on the account. Our records indicate that ****** St. Cyeres account was disconnected on July 24, 2024, for nonpayment of past due amount as reflected on the July 12, 2024,billing statement. A payment was received on July 26, 2024, and services were restored the same day.
  
  No credit has been applied on the account; a credit is not justified. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that 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
  
  
  

• Initial Complaint

  Date:07/24/2024

  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.

  Hello, I made a complaint about Comcast a few months back and you said it was all taken care of. My name is ********************* ************************************************* I was on a Federal program that payed ***** for my internet. They called me and tried to have me on a program for ***** more for faster internet. I said no I cant afford an dont need any faster service. After I reported the charge I got a call from an India speaking man say why did Call to make a complaint I just hung up. After that I started to get late charges and been reported to Southwest Credit System ************ . My bill is ******. I moved in March of this year. I am a retired and on a fixed income. Thanks ***************

  Customer Answer

  Date: 07/24/2024

  This is the unauthorized charge .

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  

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

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

  Case Number: 22036298
  Date of Notice: July 24, 2024
  

  Dear Sir/Madam:

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

  Upon receipt of this concern, I contacted ************ on July 24, 2024, via telephone/email. ************
  responded to my email(s), however to date ************ has not responded to the request to authenticate the
  account. ************ would need to authenticate the account before any account information can be
  discussed and/or released. 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 of this matter.
  Should you have any questions or need additional information, please contact me at **************.

  Sincerely,

  
  **************
  Executive Response Team

• Initial Complaint

  Date:07/24/2024

  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 a loyal customer to ********************** for a few years now. I didn't have any issues for the longest time until i received a call from an Xfinity employee offering me a "better deal" on internet. They convinced me to add a line to my mobile account as it would be "cheaper" on my internet. They also offered me a $200 **** card for doing so. Needless to say i never received my **** card and i only ended up getting charged more. i have recently taken off 2 lines from my mobile and they refuse to give me credit for any amount of time the phones were not in service. If i can see this from my account then so can the **** on the other end of the line. With this being said i am seeking a resolution of my $200 **** card as well as a refund for any amount of time my phones were not in use.

  Business Response

  Date: 08/12/2024

  August 12,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ******************************
              ********,MI 48453
  
              Case Number:              22036234
              Date of Notice:             July 24,2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On November 23, 2022, ****************** purchased a ******** ************ At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion,customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.
  
  ****************** did not satisfy the promotional requirements because she did not activate a customer-owned device. As a courtesy, on August 3, 2024, I applied a promotional credit to the Xfinity Mobile account.
  
  The device was delivered on November 29, 2022. Billing begins seven days after the order fulfillment unless a cancellation occurs. As a result, ****************** was billed for service starting on December 6, 2022. On January 9, 2023, ****************** activated the ******** ************
  
  Upon receipt of this complaint, I contacted ****************** and explained the above information. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Zamir G
  Xfinity Mobile Executive Resolutions