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

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  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:07/17/2024

  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.

  Getting charged for service that was Never received. They were supposed to send router in mail and never received but received bill that stated that it was late. I cancelled service and and they refused to cancel it and keep giving me the runaround! Please Help!!!!

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ************************
              *********************
              *********, VA 23063
  
              Case Number:                      21991360
              Date of Notice:                     July 17, 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 on June 7, 2024, a new service was activated for self-installation for Connect More Internet. Our records indicate the workorder was coded with a customer-owned modem, rather than a code to ship a modem, this caused **************** never received a leased modem to active the Internet service.
  
  On July 17, 2024, I spoke with **************** and scheduled a disconnection of service back dating to the effective date of June 7, 2024, as requested. A final billing statement will be sent on July 17, 2024.
  
  On July 17, 2024, I applied a credit for the service issues. This credit reflected on the July 17, 2024, billing statement reflecting a zero balance. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  
  
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  Trying to cancel my Xfinity Internet Service. While many functions are available online, such as signing up for Xfinity, cancelling the service requires scheduling a time wiht an agent (*******************************************). However, when I click to "schedule now", I get an error screen that the call cannot be scheduled. This seems like a malicious practice to entrap customers.

  Business Response

  Date: 07/29/2024

  
  
  
  July 29, 2024
  
  
  Better Business Bureau
  ******************
  ******, ** 18507
  
  Re:      Case Number:                      22001097
  Date of Notice:             July 17, 2024
  
  
              *********************
              *************************************************************
              *****************
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Existing customers attempting to cancel the services online at xfinity.com will be directed to contact our **************** or scheduling a callback. This is by design to allow us to assist the customer with the numerous options they *** currently have available that is unique to their area. This is not a website issue.
  
  Customers can cancel their ********************** service through the following options.
  
  Cancel by phone.
  You can call us to start the cancellation process, or you can schedule a time for us to call you back.
  
  Visit a local Xfinity Retail Store.
  You can find the closest store.
  
  Send a ******.
  You can send a ****** with your first and last name, service address, account number and phone number to:
  ********************
  ATTN:Service Charge Requests
  ***************************
  ************,**
  
  On July 17, 2024, I communicated with ************ via email regarding his disconnection request and other concerns. Later that same day, ************ replied via email confirming that his disconnection request had been addressed by a Comcast **************** representative.
  
  On July 18, 2024, I emailed ************ to provide detailed information about our Cancellation/Disconnection process and options.
  
  Lastly,on July 24, 2024, I confirmed via email that **************** disconnection service order had been submitted on July 17, 2024, with a stop billing date of July 31,2024, and a completion date of August 1, 2024. I also informed ************ that he needs to return the Xfinity equipment (Flex streaming TV box) to the nearest local Xfinity store or *** store to avoid being billed for unreturned equipment.  I apologized for any inconvenience that *** have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** ********
  Case Manager | Executive Customer Relations
  
  
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  Short version: 6/20/24 I call Xfinity to find out why I hadn't received the extra 100mps for free via email on 3/14/24. I couldn't break 93mps paying $50 for 100mps. rep. ***** offered promo of a 2-year plan 300mps, $40 a month. I accepted & was transfer. to tech **** to fix speed issue, told I had bad router modem unit & then lost connect. rep. ***** (75 min. call) I called back 7/2/24 rep. ******** she had me restart ************ tests, didn't help. She transfers me to tech ****., but I get an auto line that tried to get me to restart my unit. I declined it either disconnected me or took me to a main menu. I was furious. ************ tech ****. had confirmed I had compatible modem router saw there was a connection issue on their end after doing health check which was great and ultimately made an appt. for a tech to come out. (50 min call) I received a call from a male rep. later that day. Very frustrated & defeated I found out he's in a different tech ****. Who reset the system on their end, but no cigar. (30 minute call) ***** the tech was on ******** had a good exp. With him. The issue ended up being that I had a governor on my outside building wire. I'd like to make a strong point here that over 2 hours of my life could have been used for doing over**** or having fun ****, but Xfinity with all of its upgraded tech and exp. in the field that they practically have a monopoly on in my area didn't have the foresight to have a system in place on which of their customers have a governor or not. I wouldn't have had to go through I'd say the worst day I've had in the last month and wouldn't have wasted several of their own rep. **** if they had such an indicator in their systems. So whether you're giving free speed away which I did never get for 3 months or someone ends up upgrading to a higher and more expensive plan you have nothing in place, but to have them traverse through your system that takes hours in order to get a tech to come out to solve the problem.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *************************
              ,CA 94010
  
                Case Number:                    22001003
              Date of Notice:             July 17, 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 19, 2024, I corresponded with ************* via email communication regarding his concerns.
  Our record confirms a service technician visited **************** residence on July 4, 2024, and confirmed the service related issues where due to his personal equipment. The signals were within the specifications. A courtesy credit was applied to the account on July 19, ******* waive a service visit fee, a late fee, and for the service issue ************** previous experienced. This credit will reflect on the July 23, 2024 billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  
  
  

  Customer Answer

  Date: 07/31/2024

  [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:07/16/2024

  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 am a subscriber of Xfinity mobile. Recently my family travelled internationally. My daughter went to ****** on June 23rd and my wife and myself travelled to ****** on June 29. In advance of our travels I arranged with Xfinity Mobile for a program called Global Travel Pass on all our phones. The deal is I pay $10 a day per each phone and I would have unlimited cell phone usage overseas. However, they charged me for roaming the whole time, causing us to rack up thousands of dollars of international roaming charges. I quickly recognized the problem as early as June 24 and immediately called customer service. I was told the problem was fixed and charges will be erased. However, neither happened. I continued to rack up international roaming charges and I continued to call Xfinity and was promised numerous times the problem has been resolved and charges will be erased. This is yet to happen. We are now back stateside in *****************, and though we are no longer racking up international roaming charges, Xfinity has yet to erase the charges. They readily admit that the charges are wrong, but cannot or will not fix the problem. every time I call, which has been over 10 times, my calls have lasted anywhere from 40 minutes to a few hours. They have yet to connect me to a supervisor despite my pleas to do so. I am supposed to pay my bill in 8 days on July 24, but I refuse to do so, but also very scared this will ruin my credit.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*******************;
  **************************;
  ****************
  
  Case Number:22000609
  Date of Notice:July 17, 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 contacted ****************** regarding his Xfinity Mobile concerns. On June 26, 2024, ****************** added the Global Travel pass feature to his line **************, which would allow him to pay a flat rate of $10 per day for all calls, texts, and data while in ******. On June 30, 2024, records show ****************** entered ****** with the Global travel pass active on his line. ****************** used the Global travel pass from June 30 - July 9, 2024, and should only have been charged the Global Travel Pass rate for international usage during that timeframe. However, on July 4, 2024, ****************** received a bill for the billing cycle for June 4, 2024, - July 3, 2024, which reflected pay as you go charges for the international usage, despite having the Global travel pass active. Additionally, records confirm that ****************** was overcharged on his upcoming August 4, 2024 bill, for the July 4, 2024 - August 3, 2024 billing cycle, as he was again charged for international pay as you go rates.
  
  On July 17, 2024, a customer service agent provided a credit to remediate the July 4, 2024 billing overage. Also, a customer service agent applied a credit to clear the international charges on the upcoming August 4, 2024 invoice. On July 19, 2024, I contacted ****************** to discuss his Xfinity Mobile concerns. ****************** advised that his concerns have been resolved. 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,
  
  
  ************
  Xfinity Mobile Specialist
  
  

• Initial Complaint

  Date:07/16/2024

  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.

  After 10 years of abuse, I finally completed my divorce journey. I moved back into my family home. I work from home so I immediately got internet. Picked my equipment up, activated it. Two days later I received a email about my cancellation request. I chatted with an agent who assured me it was spam. Two days later, services disconnected. was advised that my address had a temporary block and it would be fixed asap! Awesome, spoke to someone on the phone who advised me I just needed to send a copy of my ID and proof of past living. No problem. He said we close in 10 minutes so youll receive a ticket email. That email never came and my services were disconnected fifteen minutes prior to closing. I called the next morning and talked to supervisor ****/****? Who was beyond rude. I explained the entire story from my separation, to divorce, and he told me that my story doesnt sound believable enough to unblock my address. Now back when my ex husband had xfinity services, he had his account go to collections. This year was already during our separation. I was an authorized user due to having to make a phone call ONE TIME for him. We were still legally married. Now we are not. I am not able to use the company my job requires me to use, due to **** thinking my abusive marriage wasnt believable enough please listen to the phone call as I have recorded it, the way he tells me that he wont help me because he has a feeling Im lying about details of my marriage WHAT?! I offered to show an entire divorce certificate and he refused to accept ANY proof and solely told me I was responsible for either contacting my abuser to pay off his balance or paying it off myself.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:      *********************************
              *******************
              ******,** 06037
  
              Case Number:              22000578
              Date of Notice:             July 17, 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 telephone and email.Although I was unable to reach ********************, a review was completed on the account. Our records indicate that Ms. ********* account ending in 6708 was installed on July 9, 2024, and disconnected on July 15, 2024, due to an outstanding debt to Comcast on a previous account ending in 3921. Once the debt is satisfied, we will be able to provide service as requested.
  
  On July 15, and July 29, 2024,credits were applied to Ms. ********* account ending in 6708 to clear the balance generated between the start date of July 9, 2024, and the disconnection date of July 15, 2024. These credits will be reflected on the billing statement dated August 15, 2024. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

• Initial Complaint

  Date:07/16/2024

  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.

  I have not had proper service in 3 months I had to pay for an electrician twice to come out for a reason that was not true, their technician told us we had. It cost me $150 each time. They have yet to fix the problem but want me to pay ****** bill. I called 5 times they refer me to chat n the chat transferred me 5 times and never gave me a manager. Or ever called me but is threatening to disconnect my service.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************************
              **********************************
              ************, ** 19111
  
              Case Number:                      22000526
              Date of Notice:             July 17, 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 service-visit was completed wherein our technician investigated Ms. ********** concern. The technician determined that the cause of the concern was Ms. ********** ******** system as the voltage spike reset the modem.
  
  On July 26, 2024, I spoke with ********************** providing the above information in detail and explained our technicians findings. On July 17,2024, as a courtesy, a credit was applied to the account. During our conversation, as a courtesy, a credit was applied to the account on July *******. The credits will reflect on August 7, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  

  Customer Answer

  Date: 07/30/2024

  I wss told  you the tech manager that the electrician was being requested to come out since it was a error on their part. The call center manager called me and told me that it would not be approved because it's not their issue. A day later the tech followed up with me to see how things were going and stand that what the call center manager told me was not true. He can get it approved just waiting on his boss tp give the ok. So the call center rep basically forced me to close the incident report stating that there was nothing more she can do if the issue still goes on which it totally unfair and misleading. 

  Customer Answer

  Date: 08/04/2024

  As stated in the previous letter the technician did not state that it was an issue on my e d with the electric if it was a error on my part why would they credit me??? The technician stated he would send one of their electricians to conform if it was something more in their end and to see how it could be resolved. The manager from the call center forced me to close the case because she said the would not cover it but the manager from the actual technician side said they would. I don't know why she wrote that it was a issue on my end where we were on a RECORDED LINE in which she is falsifying what we discussed. 

• Initial Complaint

  Date:07/16/2024

  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 pay about 200 dollars a month for my cable service, that includes streaming. My family and I went on vacation and we were going to watch the All Star game and we could not get the service in which I pay for. This is ridiculous. I waited on hold the whole time the game was on to try to connect. Never was able to connect with an agent or watch the game with my family. Absolutely horrible service for the amount of money I pay every month.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       ***************************
              ********************************************************
              Oak Lawn, IL 60453
  
                Case Number:                    22000325
              Date of Notice:             July 17, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  I made several attempts to contact *************************** via telephone and email. Although I was unable to reach ***************************, a review was completed on the account. Our records indicate the *** All Star Game was on Sunday February 18, 2024, and Xfinity is unable to troubleshoot the matter at this time. ******************** *** have been required to be connected to the home Wi-Fi connection or view the game on a specific channel. Xfinity is unable to confirm what method, channel, or option ******************** selected in order to confirm if the Xfinity Stream application was working as intended. Xfinity does not own the rights to the game or the channel in which the game could be viewed on and if the channel decides to restrict viewing Xfinity will abide by the contract/agreement terms. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:07/16/2024

  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 without internet since 7/8/24. There was a storm on 7/8/24 but power was restored but internet still has not. I cant get in contact with a live agent.

  Business Response

  Date: 07/29/2024

  July 29,2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  
  Re:        *********************
  ************************************************
  Apartment 414
  *****************
  
                 Case Number:                     22000156
              Date of Notice:             July 17, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by *************************, regarding the 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. Ms. ******* area was hit by hurricane ***** on July 8, 2024.  According to reports online,********************* knocked out power for 2.7 million customers in ****** 
  
  On July 17, 2024, an outage was declared.  The outage was cleared on July 25, 2024, and all Xfinity levels are within specification.  Unfortunately, I have been unable to reach **************** to confirm the service is working. On July 23,2024, a service adjustment was applied to the account, and will be reflected on the August 1, 2024, billing statement.
  
  Xfinity has implemented many self-service options for customers to address service and billing concerns.  *** prompts direct callers to the right department.  ********* navigating the prompts creates higher than normal call volumes which makes reaching a live agent more difficult.  The caller will be directed to use the virtual assistant or a chat session for assistance. If the *** does not recognize the selections, it *** advise the customer to try again later and disconnect the call. 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:07/16/2024

  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 contacted Xfinity/ Comcast on 07/16/2024 to inquire about switching my plan to internet only. I was given a quote of $***** for 500 mbps. Then the chat abruptly ended and someone else took over. They quoted me a higher price. I told them that I wanted to take the plan of ***** and they said they can't do that. Then I asked to speak with their manager and they called me with a different price (in between the two prices)I want the price that I was given and have the chat in writing. (see attachment).

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************
              *********************
              ***********, OR 97046
  
              Case Number:               21999846
              Date of Notice:             July 17, 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 17, 2024, I spoke with Ms. **** regarding her concern. I explained the prior rates for Fast Internet service provided during the chat interactions included a multi-product discount if subscribed to multiple services. As Ms. **** only wanted Internet, she would not qualify for the additional discount.
  
  During our conversation,Ms. **** accepted Fast Internet service at the standard retail rate. Ms. **** also receives an additional monthly discount for being enrolled in both automatic payments and paperless billing. This change in service is reflected on the July 24, 2024 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relation

  Customer Answer

  Date: 08/01/2024

  [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:07/16/2024

  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 called Xfinity Mobile CS 7 times to fix and issue with my account. Each time they tell me that it is fixed it has still not been fixed. Now I have a wife with 2 small children at home with no phones this is completely out of hands 15 years I have been a customer.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *****************************
           *****************
           **********************
  
           Case Number: 21999558
           Date of Notice: July 17, 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 19, 2024, I spoke with ********************** regarding his Xfinity Mobile concern(s).  At that time, ********************** expressed that his Apple iPhone 12 ************** was accidentally damaged, and he was unable to file a claim for the device. Our records confirm that at the time of purchase, the device IMEI was not correctly updated. As a result, ********************** was unable to file the insurance claim. On July 19, 2024, the device IMEI was updated, and ********************** was able to successfully file his claim. The replacement device was delivered by Assurant on July 25, 2024. Subsequent attempts to reach ********************** were unsuccessful. 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions