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

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:07/22/2024

  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 ordered Xfinity Mobile on 1/21/24 It was a internet/phone package. After misunderstanding the overall deal. I decided to cancel it. The phone was shipped out to me but I never received it. Since it was a "sign for package". On the third attempt they sent it back to the warehouse 2/1/24.I called to cancel the service. I was told it was cancelled. Every month since this time I've been charged by Xfinity $7.08 for a phone I did not received. I've called Xfinity Mobile every month since, after being re charged. They say they will remove the charge in the future. This does not happen and I have to keep calling them back. Employess have said the charge will fall off eventually. Or we have opened a request and will contact you in x amount of days. Which does not happen either. They have continued to refund me which is great I just want the charge removed. Since I never used the service or received the phone. The customer service seems to tell me what I want to hear to get me off the phone or the chat. With no real resolution. I've also done a negative survey. Xfinity rep *********************** emailed me 7/17/24 saying I can email them back for a response, since I missed his phone call. I did email and they never replied. I just would like a resolution by removing the phone balance. I've been told by multiple phone reps that it is in their warehouse and they see it as returned. This has gone on for months. Thank you for your help

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       ****************
  ********************
  Apartment 203
  ******, CO 80002
  
                 Case Number:                     22018206
              Date of Notice:             July 22, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ****************, regarding Xfinity service.
  
  On January 21, 2024,the ******* Galaxy A14 5G device was ordered, as a new line of service.
  On January 29, 2024,the line was semi activated and deactivated the same day. Mr. ****** never signed for the shipment and on February 5, 2024, the device was returned to the warehouse and graded satisfactory.
  The February 24, 2024,invoice generated and reflected a prorated monthly charge and device payment plan charge due and paid on March 16, 2024. On March 19, 2024, a refund was issued for the March 16, 2024, payment. The March 2024- May 2024 invoices reflected a device charge, and a credit was applied for the charge. A credit was not applied for the June 25, 2024, invoice device charge and on July 15, 2024, the payment was processed.
  On July 24, 2024, I spoke with Mr. ***** and explained the information above.  The remaining device charge was removed, and will reflect on the July 25, 2024, invoice. A refund was issued for the July 15, 2024, payment. On July 27, 2024, Mr. ***** confirmed receipt of the refund and on July 29, 2024, the card on file was removed per Mr. ***** request. I apologized 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,
  
  
  ****************
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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 been bombarded with emails and phone calls from Comcast to renew my contract. So I got in touch with a sales rep. I said I wanted faster internet speed. I was told I needed a new modem to which they would supply and was sold "faster internet". This caused my bill to increase by 100%. When the tech finally came to install new modem, I found out I already have the highest modem Comcast offers and was already getting the fastest speed possible. So the Sales Rep ****** me and sold a product I already had. I have tried reaching out to both the sales rep and his supervisor and have had no resolution. Sales *************************** and supervisor (according to the contract I have) *************************************. ******* claimed she no longer was part of the department and forwarded me to another supervisor, *****************************************. I was promised a call from *********** to discuss resolution on Wednesday July 17. That call has never come in. I have sent 3 subsequent emails and made 2 phone calls to *********** that have also gone unanswered. I simply want both my companies to go back to their old contracts since nothing has changed except, I am now being gauged in pricing. I cannot get internet from any other company, so this company owns the monopoly on it and is not playing fair.

  Business Response

  Date: 08/02/2024

  August 2,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
              **************************************
              ********,MD 21045
  
              Case Number:              22023933
              Date of Notice:             July 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Comcast Business service.
  
  Our records indicate ********************** signed a 24-month Service Order Agreement on July 2, 2024, for the 2 Gigabit Business Internet and Security Edge for a monthly promotional rate including the monthly equipment fee and excluding taxes and fees. This promotional agreement became effective July 3, 2024, through July 3, 2026, at which time retail rates will become effective.
  
  Additionally, our records indicate Ms. ********** current Internet service package provides speeds of 2 Gbps download and 300 Mbps upload bandwidth. Ms. ********** previous Internet service package was 1 Gbps download and 35 Mbps upload bandwidth. The change of service was effective July 3, 2024, and reflected on the July 9, 2024, billing statement.
  
  On July 16, 2024, a Comcast Business Technician confirmed the business modem in question is appropriate for Ms. ********** Business Internet service. On July 25, 2024, I spoke with ********************* regarding her reported concerns and explained the above information.
  
  On July 26, 2024, ********************* advised she will continue to subscribe to their current Internet service package provides speeds of 2 Gbps download and 300 Mbps upload bandwidth. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***********************
  Business Executive Support

  Customer Answer

  Date: 08/05/2024

  [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:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched providers in May 2023 and Xfinity has made impossible to completely close the account. I called once a month of nine months tiring to gain excess to my account. Visited the actual store on 6/15/2024. The location was not able to resolve and put me on the phone. On 615/2024 I paid all remaining balances. Xfinity continues to send me emails for an account they have locked me out of. I also received confirmation that all balances are zero.Xfinity continues to ask for update payment information

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:      ***********************
              ****************************
              ********, ** 23231
  
              Case Number:                      22023910
              Date of Notice:                     July 22, 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 24, 2024, I spoke with ************** regarding his Xfinity Mobile concern. ************** canceled his service on February 18, 2023. Due to ************** disputing the valid charges for the billing cycle January 19, 2023-February 18, 2023, he was re-billed and charged a $5.00 late fee. On April 26, 2023, ************** made a partial payment leaving a balance. Due to the pending balance, ************** kept receiving email notification that payment was due. The balance was paid in full on June 15,2024, and the Xfinity Mobile account is now closed with a zero balance.
  
  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,
  
  
  ******************
  XM Regulatory Specialist
  

• Initial Complaint

  Date:07/22/2024

  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 purchased an iPad a few weeks ago and they have unable to fully activate it. The phone number is not fully connected to the device so the iMessages and Facetime do not work. If you call the phone number it says it is a nonworking ******* numer. Apple has confirmed this is not set up correctly. Whenever I try to resolve the issue with Xfinity the representatives are unable to help and at least two of them have tried to instead of helping my activate my ipad try to trick me into transfering my cell phone and making a sale. I have this device for almost a month. I can't give it to my daughter because I won't put the screen protector and case on it up until I can get this issue resolved. If I can't I will have to return it along with the accessories. Other representatives have disconnected our chats or pretended I was non-responsive so the chat ends with them and I get transferred to someone else. This is a known issue as I can see it the Xfinity forms but no one seems to be able to fix it without a complaint. I need this resolved asap.

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:                      Case Number:                      22023867
                  Date of Notice:             July 22, 2024
  
  
               **********************
                *****************
                *******, ******** 48911
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms.******** ***** regarding Xfinity Mobile service.
  
  Multiple contact attempts were made via phone and email to Ms. ***** regarding her Xfinity Mobile concerns, all contact attempts were unsuccessful. Xfinity Mobile records confirm that Ms. ***** Apple iPad is active with cellular service. To determine the cause of Ms. ***** concerns and correct any issues, contact is required.
  
  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
  ************** Extension *******
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  Yes can comcast get they ish together asap stop playing games!!!!! The internet not working, on computer but in all else!!

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************************
              ***********************
              *********, **, 37207
  
                  Case Number:                      22023627
              Date of Notice:             July 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Comcast Business service.
  
  I attempted to contact ******************** via phone and email several times. While my attempts were unsuccessful, our records confirm that on July 25, 2024, and July 29, 2024, ******************** modem was reporting no issues and online. If ******************* still experiencing service issues, contact would be necessary. 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,
  
  
  ************
  Executive Business Account Manager
  

• Initial Complaint

  Date:07/22/2024

  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.

  **************** constantly hang up the phone when you call in to get issue resolved you cant get to a live person and we have been without service since the 8th of July and we are at the 22nd. We still will not have service until the 28th

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************
  ******************, 
  *****************
  
  Case Number:22023406
  Date of Notice:July 21, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Georgia Waltons area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. Due to *********************, homes and businesses in the ***** Region could be without power or may be affected by damaged utility and cable lines. Customers located in the affected areas may experience a loss or interruption of their Xfinity service.  On August 3, 2024, Comcast's maintenance team identified and corrected the issue causing the outage by repair the drop that was damaged by the Storm Berly. On August 5, 2024, I spoke with **************** and confirmed services are working as intended. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************** 
  Executive Customer Relations 

• Initial Complaint

  Date:07/22/2024

  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 had upgraded to the regular Iphone 15, I decided I didn't like the phone within the 15 day timeframe for the return and wanted to activate my old phone. The rep helped do the transfer but he had to activate a new line on my account in order to switch the phones back. I had returned the phone and received my refund but Im being charged ***** dollars for a new line fee when I never asked for a new line, the new line was activated by the rep in order to switch the phones around. I keep getting told I'm getting that amount refunded but its still showing on my bill. I would like that ***** dollars refunded I shouldnt have been charged that being that I never requested a new line on my account.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  1880 ****************************************************************************************************************************
  
  Re:**********************;
  *********************;
  *********, ** 18518
  
  Case Number:22023228
  Date of Notice:July 22, 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 23, 2024, I spoke with **************** regarding their Xfinity Mobile concerns. Our records indicate that on June 25, 2024, **************** placed an order for an Apple iPhone 15, IMEI ending in 5900 for telephone number ending in 4913. On July 2, 2024, a return was processed, and the iPhone 15 was sent to our warehouse. On July 9, 2024, our warehouse graded the device as C-stock with no trouble found. 
  
  On July 1, 2024, an ********* was ordered so that ****************** ******* Galaxy S24 Ultra could be activated. This device was added as an additional line, causing **************** to be assessed a line set-up fee. On July 13, 2024, **************** received a refund for the initial payment on the Apple iPhone 15. 
  
  On July 23, 2024, an immediate credit was applied to the Xfinity Mobile account for the line set-up fee. The credit will reflect on the billing statement for services from June 11 July 10, 2024. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
   
  Sincerely,
   
   
  ****************** 
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/22/2024

  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 got a Ready Stormy device online. I regret about that purchased and I returned it to the store located at ********************************************************************* on June 30th.Now I have a charge for $245.Everytime I speak/chat with customer service they lie to me and say charge is gonna be gone in 48 hours

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  *****************************************************************
  **********************
  
  Case Number:22023006
  Date of Notice:July 22, 2024
  
  Dear Sir/Madam: 
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding her XFINITY service. 
  
  On July 22, 2024, I spoke with ****************** regarding equipment charges. Our records indicate that the equipment was returned on June 30, 2024. ****************** was unable to provide a copy of the receipt provided at the service center, however as a courtesy, the associated charges were removed from the account as of July 26, 2024. ****************** will see the credit for the unreturned equipment fee on her August 17, 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 of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Response Team
  

• Initial Complaint

  Date:07/22/2024

  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 had called in for an issue with my Xfinity Internet Services, upon getting the issue resolved, I was offered a promotion that would get both my Mobile and Internet Services together under what I was currently paying for either one alone. The agent explained I would have a single payment that would be under $50. I was paying my bills on time but noticed I was still getting a charge for my Xfinity Mobile Account. I called ********************** and was informed the previous agent gave me the wrong details and the bills would be separate. I then tried paying my Xfinity Mobile bill through the Xfinity Mobile Website, and my payment was processed to my Xfinity Internet Services. I called in to get this issue resolved, and my issue was escalated to the proper department. While waiting for the escalation to be reviewed, my Xfinity Mobile Services were cancelled due to non-payment. Due to the cancelation, I was charged $487.07 for the promotional phones. I called again numerous times trying to figure out how to pay my Xfinity Mobile Bill, and restore Services. I was then informed I was unable to turn my services back on until I paid the $487.07. So I tried paying over the phone with a Xfinity Mobile Agent and the payment was again processed to my Xfinity Internet Services. Now everytime I call to get this new issue resolved I get the run around. This issue nor any of my issues with Xfinity Mobile have ever been resolved, and now they sent my $487.07 bill to the collection agency.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  Better Business Bureau
  ****************************************************************
  **********************
  
  Re:***************************
  ******************
  *********************
  
  Case Number:22022972
  Date of Notice:July 21, 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 spoke with **************** regarding his Xfinity Mobile concerns. On March 21, 2024, **************** purchased two ******* Galaxy A15's under a 24-month payment plan, each device was eligible for the On Us promotion. To qualify for the On Us promotion and receive a monthly credit equal to the device payment (s), you are required to transfer in an existing phone number within 30 days of purchase and keep the line active for 24 months. **************** successfully qualified for the promotion on both devices. 
  
  At that time, Xfinity Mobile offered a promotion through which new and existing Xfinity Mobile customers may be eligible to buy one Unlimited mobile line, get one Unlimited Intro line free (BOGO), provided they satisfied certain requirements. To qualify for the promotion, customers were required to have *********************************************, purchase two ************** plans during the promotional period, activate their Xfinity Mobile lines within 30 days of placing their order, and remain on the required internet tier or above (this offer excludes ******** services and Prepaid). **************** successfully qualified for the promotion.
  
  On April 26, 2024, a statement was generated for the March 27, 2024, through April 26, 2024, bill cycle. No payment was made toward this statement. On May 26, 2024, a statement was generated for the April 27, 2024, through May 26, 2024, bill cycle. No payment was made toward this statement. On May 29, 2024, the account was suspended for nonpayment. On May 29, 2024, the remaining devices payments of $175.00 per device ($350.00 total) were accelerated to the account. On June 26, 2024, a statement was generated for the May 27, 2024, through June 26, 2024, bill cycle. No payment was made toward this statement. On July 21, 2024, the account was written off to an outside collection agency for $487.07. 
  
  Xfinity Mobile records confirm a payment of $66.00 on May 30, 2024, and a payment of $131.52 made on July 2, 2024, were applied to **************** residential account. A misapplied payment escalation was not submitted as there was an outstanding balance on his residential service account. Education was provided to **************** that Xfinity Mobile is under automatic payment. If making a onetime payment online he will need to verify if he is under Xfinity Mobile or Xfinity residential billing. 
  
  On July 26, 2024, a as courtesy a credit of $487.07 was applied to the past due balance brining the account current. At this time the Xfinity Mobile account is closed with a zero balance. 
  
  A Comcast representative 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 **************** accepted and consented to a 24-month offer for Superfast internet service for $60.00 per month on May 26, 2022.  We received his consent for this package via text message on May 26, 2022.  The consent text that **************** approved on May 26, 2022 stated that he would receive a $30.00 monthly multi-product discount for 24 months if he signed up for Xfinity Mobile and activate a new line within 90 days of this order. Comcast records confirm that **************** placed an order for Xfinity Mobile service on March 21, 2024, and successfully activated service on March 27, 2024. **************** is no longer a Xfinity Mobile subscriber. Please be advised billing on this account is accurate.  I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions 
  ************** Extension 3052840
  

• Initial Complaint

  Date:07/22/2024

  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.

  I have called 7/19,7/20,7/21 about a payment of $40.00 I made on 7/19 and with each ******** Service agent I getting different answers and they refuse to escalate me to supervisor and to add there is a language barrier. I am getting alerts that if I do not make the payment my service will be down graded! I had one rep tell me that I had not made a payment since 5/24 terrible customer service.

  Business Response

  Date: 07/26/2024

  
  
  July 26, 2024
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:
  Case Number:22022923
  Date of Notice:June 22, 2024
  
  
   ************************;
  *************************************************************
  Mobile, AL 36608
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On July 22, 2024, I spoke with ******************** regarding his billing related concern. I explained on May 23, 2024, a billing statement issued for an amount owed for services billed from May 27, 2024, through June 26, 2026. On June 12, 2024, a payment was received and applied to the account covering the cost of the May 23, 2024, statement balance. On June 23, 2024, a billing statement issued for an amount owed for the Fast internet services billed from June 27, 2024, through July 26, 2024. On July 23, 2024, a payment posted towards the account covering the cost of the June 23, 2024, billing statement balance. On July 23, 2024, a new billing statement issued for an amount owed for services billed from July 27, 2024, through August 26, 2024. On July 24, 2024, I spoke with ******************** and explained that based on the results of the account review, the account has been billed accurately for services and there is no billing, and the payment is due on or before the payment due date of August 13, 2024. Lastly, the request for compensation has been denied as it is not warranted or justified. On July 24, 2024, I spoke with ******************** and provided 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