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

• 

  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

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:07/19/2024

  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 tried on multiple occasions to return the storm ready wifi. When I called in they told me to fill out a form online. I did that months ago, but did not hear back in regards to that request. When I called again they told me to take it back to the store. I went to the store, and they would not accept it. The storm ready wifi does not work and is a waste of money. I should not have to pay for a product that does not work and has not worked any of the five times that we lost power. We still had no internet with it being powered on and running.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
  **********************************************************************
  
                Case Number:                    22013248
              Date of Notice:             July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Xfinity Storm-Ready Wi-Fi provides unlimited cellular data backup in the event of a connectivity outage, plus a four-hour battery backup to keep Storm-Ready Wi-Fi connected when the power is out. During an outage, there is no need to worry about re-connecting devices. Devices will stay seamlessly online and will automatically switch from broadband to cellular (4G LTE) connectivity. When there is not an outage present, Storm-Ready Wi-Fi functions as a Wi-Fi extender to eliminate dead spots similar to our Wi-Fi Boost Pods. If a customer rents a XB7 or XB8 Gateway, the Storm-Ready Wi-Fi can add for a monthly charge for 36 months or a one-time payment. If the customer disconnects ********************** TV, ****************************, and Home, the remaining balance of the installment plan becomes due.
  
  The Storm-Ready Wi-Fi and Battery Backup device is subject to the Comcast 30-day money back guarantee and *** be returned for a full refund within 30 days of original purchase date. After 30 days, the equipment is non-returnable. Additionally,the Storm-Ready Wi-Fi and Battery Backup device is subject to a limited warranty and *** be replaced within one year from the date of purchase if the issue with the device is covered under the hardware warranty. [1]
  
  Customers can initiate a return or exchange for the Storm-Ready Wi-Fi and Battery Backup using an online return form. After completing the form, the customer will receive an email within **************************************************************** order to receive a refund, the customer must complete the form and return the equipment within 30 days of the original purchase date. In order to receive a replacement under the warranty, the customer must complete the form and ******************** will review to determine whether the issue with the device is covered under the hardware warranty.
  
  Our records indicate on August 20, 2023, a Storm-Ready Wi-Fi device was ordered online and delivered on August 24, 2023. As such, the request for compensation for the Storm Ready device has been respectfully denied.
  
  On July 4, 2024, a credit was applied to the account and reflected in the July 20,2024, billing statement. On July 22, 2024, an additional credit was applied to the account and will reflect in the August 20, 2024, billing statement.
  
  On July 24, 2024, I spoke with ************** regarding her concern and informed her of the aforementioned information. I confirmed the service was working fine and no further assistance was needed. Should ************** decide to replace the Storm Ready device, instructions were sent on how to request a warranty replacement.
  
  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
  
  
  
  [1] ******************************************************************************

  Customer Answer

  Date: 08/12/2024

  Comcast was not truthful. Service for the storm ready wifi is not fine. I advised them of how the storm ready wifi never kicked in and worked when we had legitimate power outages. Comcast simply stated for me to try to do a warranty claim. 

• Initial Complaint

  Date:07/19/2024

  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 activate my replacement phone for 2 days. Phone customer service is not able to help me. Employees are being rude leading me on. Pretending to transfer me to support that can help and then hanging up on me. No one seems to be able to resolve my issue but I'm still paying for service.

  Business Response

  Date: 07/24/2024

  
  July 24, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       ***********************
              **************
              **********, ** 32966
  
                  Case Number:                      22013017
                  Date of Notice:             July 19, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  Several attempts were made to speak with ************** regarding the Xfinity Mobile concerns. Records reflect ************** is not an authorized person on the account in question and would need to be added by the account holder before any account information can be discussed or released.
  
  Xfinity Mobile *** assist with troubleshooting; however, contact is necessary to assist. A review of the account was completed and reflects services for call, text, and data are being successfully utilized. I apologize for any inconvenience that *** have been experienced 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:07/19/2024

  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.

  My 2-year Xfinity internet contract ended in June, which resulted in a bill increase of $56/month. I spoke with Xfinity customer service on 6/19/2024 seeking to lower my internet service price. I was offered a new 1-year contract with the same internet speed I had (800mbps) and the gateway hardware included for $85/month, I agreed to this offer. I was sent a confirmation email clearly outlining the new pricing we had agreed upon. My next bill (7/18/2024) was $121 so it appeared that the new plan agreed upon one month prior had not taken effect. On 7/18/2024 I spent 1hr 40mins on the phone with Xfinity customer service attempting to resolve this issue. Im being told that the pricing I was promised could not be honored. The representative I spoke with was able to listen to the phone call from 6/19/2024 and verbally confirmed to me that I was correct about the pricing discussed, but still would not honor it. During this conversation, I discover that on 7/1/2024, someone added an additional service to my account (unlimited data) without my consent. The representative insisted that I made this change, then, after I denied, they admitted that it was added without my request or consent. I was offered several other new plans, all more expensive than the one I had already agreed to on 6/19/2024. I declined all offers and requested a manager. The representative opened a ticked and promised a manager would call me within the next few hours. After ending the phone call, the ticket was promptly closed with no further action or resolution, and I never got a call from a manager. I have the email from Xfinity confirming the offer that I agreed upon, and they have the phone call recording which corroborates this, but they refuse to honor it.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:   *************************
           2010 ********* Road
           *******, ********
  
           Case Number: 22012990
           Date of Notice: July 19, 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 22, 2024, I spoke with ************************* and confirmed the digital consent was approved on June 19, 2024, via text message for Superfast Internet at a promotional rate per month for 12 months applied effective July 1, 2024, expires July 29, 2025. The monthly rate is lowered with a monthly self-service discount with EcoBill paperless billing and AutoPay enrolled with a credit/debit card or a greater discount with an EcoBill and AutoPay enrolled with a bank account. The offer includes Internet/Voice Equipment rental free per month for 12 months. A notation found in the billing system dated July 1, 2024, from the Xfinity audit team indicated that they had to correct the rate code and added xFi Complete billed monthly to close the old pending order. 
  
  Our records indicate that ******************** was previously subscribed to xFi Complete billed monthly prior to June 19, 2024. Prorated credits were applied on July 1, 2024, for Superfast Internet and xFi Complete for the service period of July 1, 2024, to July 29, 2024. The credits reflected on July 26, 2024, billing statement.
  
  The bill generated on June 26, 2024, was prior to the change of service prorate being applied. ******************** advised that he does not need the xFi Complete and would like to have the free Internet/Voice Equipment rental included with the promotion. ******************** approved the digital consent on July 22, 2024, via text message for Superfast Internet at a promotional rate per month for 12 months applied effective July 22, 2024, expires July 29, 2025. The offer includes Internet/Voice Equipment rental free per month for 12 months effective July 22, 2024, expires July 29, 2025, and rolls off the current rate after the promotion duration. The monthly rate is lowered with a monthly self-service discount with EcoBill and AutoPay enrolled with a credit/debit card or a greater discount with an EcoBill and AutoPay enrolled with a bank account. 
  
  I applied a one-time courtesy credit on July 22, 2024, to offset the price difference from the previous bill. The credits will reflect on July 26, 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,
  
  
  Gay R.
  Executive Customer Relations
  

  Customer Answer

  Date: 07/30/2024

  [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:07/19/2024

  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 a phone from xfinity mobile in May of this year, was fully paid off. The day I paid the phone off I was told it would be unlocked. I have made several phone calls and have been getting the runaround on having my phone unlocked. I do not care about there policy of 2 billing cycles, I own the phone and it should have been unlocked the day I purchased it. I have also did my research and xfinity has a habit of not unlocking phones period

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:         ***********************
  ************************************************************
  ************************************
  
                Case Number:                    22012953
                Date of Notice:                July 19, 2024                
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  I made several attempts to contact ************ via phone and email, but I was unable to reach her. Although I was unable to reach her a thorough investigation was completed on the account. ************ purchased a Galaxy Flip on May 16, 2024. Per the terms and conditions accepted when the device was purchased, to qualify for an unlock the device must be paid in full, the account be in good standing and must remain on the account 60 days. The 60th day would have been July 17,2024, and we show the device was successfully unlocked on July 21, 2024. If there any any issues with the unlock contact is required to troubleshoot the issue. I apologize for any inconvenience experienced while a resolution was obtained.  
  
  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:07/19/2024

  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.

  Your company is making things a lot harder than it needs to be with checking my ******* mother f****** emails like asking me to f****** enter my email address and Ive told you that Im not comfortable doing this because my password will do just fine and to change your ways of checking emails to password only dont force me to call you to let you know that youre ******* me the f*** off

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************;
  *********************;
  *****************
  
  Case Number:22012951
  Date of Notice:July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I attempted to contact ************************* via telephone and email several times; however, my attempts were unsuccessful. In order to resolve this matter, contact with ************************* is 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 Customer Relations

• Initial Complaint

  Date:07/19/2024

  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 having an issue with Xfinity/comcast on autopay I want to stop and pay on the due date myself want autopay to stop Xfinity is refusing to stop autopay they dont give you the option.on the XFINITY APP XFINITY also continues to add pay services I never asked for without my consent I want my Xfinity to stop autopay I will pay them the normal way Xfinity has changed my cell service to a second account t I want my account separate from my mothers account they combined my cell phone and mother cell phone to one account but continue to charge with autopay on my cell phone service when they combined my cell phone with my mothers that is double charging and illegal they never informed me of the changes to my cell phone service

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       ***********************
              ****************
              **************, ** 22407
  
                 Case Number:                     22012856
                 Date of Notice:             July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *************************, regarding Xfinity Mobile service.
  
  ***************** 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 made several attempts to contact ****************** via telephone and/or email to discuss his concerns and was unsuccessful in those attempts. I apologize for any inconvenience and overall experience, 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 Specialist
  
  
  
  

• Initial Complaint

  Date:07/19/2024

  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 am writing to formally lodge a complaint against Comcast regarding the cancellation of my Comcast Business Internet service. My experience with their customer service has been extremely frustrating and unsatisfactory.On July 10, 2024, I called Comcast's customer service to cancel my ******************** service. I was informed that I have a "national account" and that I needed to email ********************************************************************* to proceed with the cancellation. I promptly sent an email to this address and received an automatic reply stating that they would respond within 3 business days. However, I did not receive any response within this timeframe.I called customer service again after the 3 business days had passed, only to be told that they could not assist me over the phone and that email was the only way to handle my request. I explained that I had already emailed and had not received a reply. The representative then said they would escalate my issue and advised me to wait another 3 to 5 business days. I waited another 3 days and, after still receiving no response, called customer service once more. This time, I was told to wait 7 days, which I found to be inconsistent and unreasonable. I expressed my dissatisfaction, and they again escalated the issue, promising a response within 24 hours.Despite these assurances, no one contacted me. This pattern of promises and lack of follow-through continued for two weeks. Every day, I called and was repeatedly told that my issue was being escalated and that someone would contact me. However, as of today, I have not received any response to my email request for cancellation, nor has anyone from Comcast contacted me by phone.This level of service is unacceptable and has caused me significant inconvenience and frustration. I am seeking the BBB's assistance to resolve this matter. I request that Comcast immediately process my cancellation request and confirm the termination of my internet service.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:************;
  CA 95117
  
  Case Number:22012713
  Date of Notice:July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************* regarding Comcast Business Service.
  
  On July 23, 2024, I spoke with ********** regarding a disconnection request. Our records confirm we received Mr. **** emails regarding the disconnection request beginning on July 10, 2024. The automatic response stated ********** would receive a response within three business days. However, due to high volume, response times *** vary, and requests are currently being processed within five to seven business days.
  
  On July 19, 2024, the account was fully disconnected and backdated with an effective stop billing date of July 10, 2024 as requested. A final billing statement will be generated on August 1, 2024. 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,
  
  
  **************************
  Engineer II
  

• Initial Complaint

  Date:07/18/2024

  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.

  No customer service available to resolve multiple internet outages in our neighborhood. Work from home as other Cant complete work as internet service outages. Yet not customer service available. Only ridiculous phone computer voice that does not result in connection to live agent.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       ***************************
  4867 Township Trace
  *************************
  
                 Case Number:                     22011739
              Date of Notice:             July 19, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***************************, regarding Xfinity service.
  
  On July 26, 2024, a service visit was scheduled. Our technician corrected the service issue; by removing a defective splitter and referred the service concerns to maintenance, for additional assistance. On July 26, 2024, I spoke with *******************************, and confirmed he is also Mr. ******************** On July 26, 2024, a maintenance call was completed; at which time the technician balances the low signal levels and replaced the defective hardline connector, at the node in his area.
  
  On July 30, 2024, we communicated with ****************** by email, at which time he reported the service issues still existed. Therefore, Mr. ******** service concerns were referred to our technical operations team for additional assistance. On July 31, 2024,another service visit was scheduled. Our technician corrected the service issue,by replacing the defective wireless modem and repaired the defective in-home connector. We confirmed the signal levels are within specification.
  
  In addition, we have no record of an outage occurring in Mr. ******** area, which would have resulted in a loss of service or would have resulted in an impact to his services. After the service call, we communicated with ****************** by email on August 1, 2024,and confirmed the services are working correctly.
  
  On July 24, 2024, a credit was applied to the account to cover the loss of service received from July 15,2024, to July 21, 2024. The credit reflected on the July 25, 2024, billing statement. On August 1, 2024, an additional credit was applied to the account to cover the cost of the July 25, 2024, billing statement balance. The credit will appear on the August 25, 2024, billing statement. 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,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:07/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 4 months of internet in **************************************** store. Explained Im a snowbird and dont need a year JUST 4 months. Explained how they messed up last year and I was charged for early termination fee and straight to collection because they messed my contract up. Turned equipment in Aprils of 23 and 24. Never received another bill after Aprils payments. Last year went to collection without any notice or bills. I tried calling to straighten it out. Never fixed it Finally out of desperation I paid collection bill in 2023 as Im a senior citizen (75) and have always had excellent credit. Never ever in collection or past due for me and I didnt want to ruin that. This year 2024 went to Xfinity store in *************** once again for 4 months of internet. January thru mid ****** Just received collection notice again. Again never received a bill after paying for ****** How can this go directly to collection and how can they Change contract 2 years in a row from 4 months to yearly. This is a scam on us elderly people who are only in ******* for the winter. We have explained this in store many times and lately on phone. One person did admit last week that contract was changed in main office after it left our Florida store. Isnt that illegal? . Please,if you can help me with this situation I would be forever grateful. Sincerely, ***************************** PS. They actually owe me a credit on April 2024 bill of $21 as I didnt use whole month of ****** Also we were billed monthly and paid monthly Jan thru April both years. We also now want this years collection and last years. So approx $224

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*****************************
  29 Laurelcrest
  ***********, ** 14559
  
  Case Number:22011176
  Date of Notice:July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ***************************** regarding Xfinity service.
  
  On July 22, 2024, I spoke with ****************** regarding an early termination fee concern. Our records indicate on January 17, 2024, ****************** accepted a 24-month contractual agreement for the Fast Internet effective from January 17, 2024 through January 17, 2026. The package included a contract discount effective from January 17, 2024 through January 26, 2026. The agreement included an early termination fee that is applicable if the disconnection of the account was completed prior to the end of the contract. Customer approval for the agreement and package pricing was received via text message.
  
  On April 20, 2024, Mr. ******** account was disconnected per his request. On April 21, 2024, the account was billed an early termination fee due to the disconnection being completed prior to the end of the agreement. Due to no payment received on June 21, 2024 the account was referred to a collection agency. Please be advised billing on this account is accurate.
  
  On July 22, 2024, I applied a courtesy credit to Mr. ******** account for the early termination fee. The applied credit left a credit balance. As the account is disconnected no future billing statements will generate. 
  
  On July 23, 2024, a request was submitted to remove the account from collections. On July 24, 2024, the credit balance was refunded back to the credit card on file which will be received within 3-5 business days. 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,
  
  
  **************
  Executitve Customer Relations 

• Initial Complaint

  Date:07/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had phone service with Comcast Xfinity mobile phone. I've been charged extra so many times. My contract was broken by changing what I agreed to June of 2023. My bill keeps going up every month. Different taxes are being applied to my bill. ***** keeps changing for my agreed upon contract. They charge me fees that are donations to places but yet in writing it says that fee is Comcast responsibility not to be added to my bill. I been lied to. Scammed. Frauded. And theft from various credit cards that I had on file. I never agreed to auto pay and they wouldn't remove card after asked to every month. No matter who I speak with on the phone I get no where but more lies and when asked to speak to supervisor I am never connected but put on hold. They can never pull up my statement nor does mine show all payments for the bills I paid monthly for over a year now. I be on phone with company for hours and get no where. And this been going on for over a year. I feel like they should let me get out of this fraud and let me take my services to a honest company. They won't give me pin number so I can switch phone company's so I don't lose my info in phone. I'm in contract with Comcast Xfinity and getting ripped off every month. Can I get some help on trying to solve this matter. Thank you

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
              ********************
               *******, ** 19601
  
               Case Number:                      22010318
               Date of Notice:             July 18, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On July 25, 2024, I spoke with ******************** and attempted to explain the bill and unlocking of her device. However, ******************** declined to allow me to provide her with the bill details or unlock process. Ms. ********* Xfinity Mobile account has had a past due balance since December 2023, as the full balance of the bills has not been paid and has made partial payments on most of the bills.
  
  ******************** has also had a $10.00 late fee charged for each month the account has been past due and the two most recent bills are also higher as the Affordable Connectivity Program credit (ACP) of $15.00 ******************** was receiving is no longer being applied as of April 2024. The account is currently past due. All Xfinity Mobile customers are charged taxes and fees from either state, local and/or federal governments. Xfinity Mobile solely operates via Automatic Payment as stated in our term conditions.
  
  Regarding the unlock request for Ms. ********* ******* Galaxy A14 5G, per the terms and conditions accepted when the device was purchased on May 19, 2024, the device needs to be paid in full and the device still has a remaining balance, and the account needs to be in good standing in order to qualify for the unlock in order for ******************** to take her device to another carrier. I apologized for any inconvenience experienced 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