Complaints

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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

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  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:07/16/2024

  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.

  They scheduled me for 07/16 for a service(can be found in their chat history), but they didn't actually do it. I came home a long way for their lie. After reaching to the customer service, they didn't want to do anything to make it up.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *****************
              ***********************************
              **********, TX 77479
  
               Case Number:              21999417
               Date of Notice:             July 17, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint ***************** submitted to the H33373**635**3**13639H regarding H313131393**030**3137H **** service.
  
  On July 18, 2024, I called and spoke with ********************* and he explained that on July 15, 2024, he requested to have H313131393**030**3137H **** Services installed on the next day July 16, 2024 however there was no quota due to weather conditions in *****. According to back-end tools. On July 16, 2024, ********** spoke with rep ***** via chat support. ***** explained there was no pending appointment and assisted with setting up a technician visit for July 24, 2024. ***** advised ********** due to the inconvenience, he would adjust the installation fee.
  
  On July 24, 2024, the technician completed the installation of H313131393**030**3137H **** Services. On July 24,2024, I called and spoke with ********** and explained I applied a credit for installation which would reflect on the August billing statement. ********** expressed he is satisfied with the resolution and all concerns have been addressed. Please be advised the billing on this account is accurate. 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,
  
  
  ******
  H313131393**030**3137H **** SR
  Lead Technician
  
  

   

  H313131393**030**3137H **** Licenses: AK: ******; AL: ******, ****** Complaints *** be directed to the Alabama ************************* of ********** ********************************************************************************************, **************; AR: ****** Regulated by the ********** of ********************** ******************************************************, **************; **: ROC 280515,BTR 18287-0; **: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the ****** of ******** and Investigative Services, ********** of ******** Affairs, **************************************************, ****************************************** 0189754-C5; DE: FAL-0299,FAC-0293, SSPS 11-123; **: EF0000921, EF20001002,EF0001095; GA: LVU406303, LVU406264, LVU406190,LVU406354; IA: C1**402, AS- 2276; ID: ******; IL: PACA 127-001503; LA: F1691; MA: SS-001968; MD: 21PLU-SS1128; ME: LM50017039; MI: 3601206217; **: TS674412; MS:15018010; MT: PSP-ELS-LIC-29812; NC: 2335-CSA,**************************************************, ***************; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: 373379; NV: 0084470; **: licensed by the N.Y.S. ********** of ***** 12000305421; **: LIC# **-89-1732; OK: AC440704; OR: CCB 192945; RI: 1398; SC: BAC-1**97, FAC-1**40; **: ACL 1597, ACL 1604; **: ACR-1672104,-1818, B16922, B02571 Licensed by the Texas ********** of ****** Safety Private ******** Board, P.O. *************************, **************; UT: 8226921-6501; **: **********,DCJS

  Customer Answer

  Date: 07/26/2024

  Complaint: 21999417
  
  I am rejecting this response because:
    First of all, I will have to say the tech came on the 24th and installed system, which took him 7 hours. I appreciate his patience. 

  But I would like to point out 2 mistakes in the letter. First, I requested 16th, and One of their agents agreed and told me 16th was scheduled in their chat system. There will be a chat history to review. Second, I have never received a call from them after the job was done.
  
  Regards,
  
  *****************
  
  
  
  
  
  
  
  

  
  

• 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.

  Xfinity Mobile is refusing to provide me the port out pin number to transfer my phone number ************. I would like this number transferred out from xfinity mobile service to another carrier. Xfinity mobile is unwilling to provide me the port out pin number to transfer my phone number which is against FCC rules and regulations. It is illegal to withhold a phone number. They have suspended service so that I am unable to port my number via text message and xfinity offers no other means to transfer phone number. I spoke to ***** at 3:07pm on 07/16/24 and she has refused to provide my port out transfer pin number.

  Customer Answer

  Date: 07/18/2024

  Issue has now been entirely resolved. Xfinity reached out directly only after complaint was submitted and escalated, and Xfinity was able to assist and resolve the concern in a timely manner. Thank you.

  Customer Answer

  Date: 07/18/2024

  Thank you ************************* *************************************** for your written reply and advocating on my behalf. I am happy to have received a resolution directly from Xfinity today, 07/18/24. I request assistance with closing the complaint on your end if possible. 

• Initial Complaint

  Date:07/16/2024

  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.

  This is the second complaint I have files regarding the same issue of internet service at **************************************************. I requested internet from the company in November of 2023 and it is now July 2024. The company scheduled to set up the internet service on July 6 2024 from 3-5pm as an appointment window. I received a text saying the tech was on the way and then another text saying the tech had arrived and would be with me shortly. The tech never showed up. After 530 I called and comcast could not tell me when they would be there. They put me on a list for the following day from 1-3 pm and again no one showed up. I called around 4pm and the company scheduled an appointment for July 16th between 10am-12pm. I received a text at 9:42 am saying the tech was on the way. At approximately 2:30pm cst i called the company due to no one showing up. The lady said tech would call but the number was no good. She confirmed my number but then said the tech doesn't have to call. The tech again never showed up. She proceeded to say i did not have an appointment today even after i told her i received a text saying they were on the way. Why would i get a text if i did not have an appointment. They are refusing to escalate the problem and resolve this issue and instead want to push it out to another appointment. This is unacceptable. I am right at 9 months now trying to get internet. They have pulled money from my checking account and I still have no service. They have promised me calls from supervisors to escalate which never happen. Absolutely ridiculous.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       *******************************
              *******************************
              *******, TN 37080
  
                 Case Number:                     21998683
              Date of Notice:             July 16, 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 *********************************** regarding his service concerns.On July 22, 2024, an installation of service was completed, with a 24 month Connect More Internet promotion, not including equipment taxes or service fees.The promotion is effective as of July 22, 2024, through July 21, 2026. At the conclusion of the promotion retail rates will apply. I attempted to follow up with *********************** on July 26, 2024, however my attempt was unsuccessful.
  
  A payment was processed on July 1, 2024, to start services. The balance was on his July 22, 2024, billing statement. On July 26, 2024, a credit was applied for service delay. The credit will be on his August 22, 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: 07/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21998683
  
  I am rejecting this response because: although the service was finally set up, it took 9 months to complete. I was promised a call from a supervisor on more than one occasion that never happened. I was talked over by one of their specialist to the point i had to stop her and ask for a transfer to someone else because I was not going to be talked to that way. Finally getting around to doing your job after 9 months, in no way constitutes a resolution to the way I have been treated throughout this process. I myself work for a major utility and am more understanding than most, however your process and the way I have been treated and lied to throughout this process is uncalled for. To be a monopoly in your area, as we are, you should treat your customers better. I am not satisfied whatsoever in the time it took, the unkept promises, and horrible experience dealing with your company. You in no way deserve an A rating from anyone and should quite frankly be ashamed. If I had another provider I would not be with comcast. Maybe thats why you treat people this way because you think you they have no other choice. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

• 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.

  Xfinity internet usage is incorrectly calculated and as a customer, I'm paying for their mistake. With no habit change, no new devices added to my network, Xfinity shows a CRAZY spike in my internet usage for July. My modem app tracks every single device that is connected to my network and their individual usage, and my own usage data is only 1/3 of what Xfinity claims I'm using.While I understand there may be some discrepancies around how different systems track and calculate internet usage, my modem app's usage data DOES more or less MATCH Xfinity's usage data for ****** May, and June of 2024. Which means the crazy spike in July is unusual. After talking to 3 different agents and spending 1 hr 45 min on the line with Xfinity customer service, the issue is still not resolved. Based on my research online, hundreds of other Xfinity customers experience the same exact problem, however were not able to get any resolution from Xfinity. With all the customer experiencing the same issue, I asked the agent to put in a request to inspect their back-end system for bugs and problems in tracking my internet usage. However, they kept pinging the fault on my by insisting me to check with my modem manufacturer.This is truly ridiculous and scamming. With a monopoly as Comcast in my area, I have no other choice but to pay for their fault?

  Customer Answer

  Date: 07/26/2024

  July 22, 5:07PM, Missed the call from the "agent" who's assigned to my case due to a meeting at work.

  July 22, 5:18PM, I called back, spent 33 minutes on the phone being redirected from level 1 support to level 2, then to level 3, somebody picks up the call saying the agent assigned to my case just left for work, saying he would really like to have this specific agent call me back. I told them to call me back on Friday July 26 after 9am.

  July 26, 9:29AM, didn't hear anything from them, decided to call. Spent 17 minutes on the phone AGAIN being redirected leveling up, being told to wait for the agent to call me by "today". I said I have a meeting starting from 11AM, so call me before that, they said they'll pass along the note.

  July 26, 1:12PM, didn't hear anything, decided to call AGAIN. Spent 29 minutes on the phone ONCE AGAIN being redirected leveling up, STILL being told to wait for the agent to call me by "end of day today". Since I have a meeting at 3PM, I told them to pass along the note of "CALL ME BEFORE 3PM PACIFIC TIME",

  At this point, unless I have no life, no nap, no meetings, and constantly hold my phone so I don't miss a **** call from Comcast, I'm NEVER getting any real resolution from this monopoly giant. Ridiculous.

   

  Business Response

  Date: 08/14/2024

  
  
  August 14, 2024
  
  
  BBB of **************************; ********************
  **********************************************************************************************
  *********************
  
  Re:       *******************
              *****************
              *******, WA *****
  
              File Number:                            21998352
              Date of Notice:                         July 17, 2024   
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ********************
  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in Ms. ****** area. Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 427 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively,customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1] If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. ************** exceeded her 1.2 TB usage threshold in July 2024 and received courtesy month credit for this overage.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation. New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity *********** Services Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** *********** Services Agreement. In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to ************** when she was approaching, had reached, and exceeded her 1.2 TB threshold.
  
  To ensure the accuracy of its usage meter readings, Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month. NetForecast,an independent auditor of the accuracy of ISP data usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter. The most recent NetForecast report can be viewed at ******************************************* As NetForecast has explained, there are several factors that *** cause a customers own data usage measurements to vary from Comcasts usage meter.[7]
  
  Also, as NetForecast has noted, there are many sources of unexpected consumption that *** contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household. This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates *** be significant.
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic. P2P sharing applications *** operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues: Unexpected traffic *** be caused by security compromises affecting a users PC, mobile device, or wireless gateway. Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors. These attacks *** result in significant data use. As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[8]
  
  Customers should secure and actively manage their personal devices and home network.[9] Notably,Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose. ******************** merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses.
  
  On July 26, 2024,a Comcast ***************** Assurance technician spoke with ************** to advise her of the above information. The technician verified that Ms. ****** modem is properly assigned and provisioned for her account and that the data usage recorded for the *** address associated with Ms. ****** modem is correct.
  
  Should you have any questions, please feel free to contact me.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  
  [1] ********************************************************************** For courtesy months, any overage charges are credited on the
   customers billing statement.
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6] *********************************************************************
  [7] **************************************************************************************************************************
  [8] These tools are available at ********************************************************************************
  [9] ****************************************************************************************************

  Customer Answer

  Date: 08/14/2024

  [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: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.

  To whom it may concern,I am writing regarding unethical business and sales tactics by Xfinity. In august 2022 I called xfinity regarding issues with internet signal. During a lengthy call, I was asked if I wanted to try the "Flex" for tv watching. I repeatedly declined, and expressed that i was only interested in having the internet service I had been paying for to function properly as i need it to work from home. I was repeatedly offered this thing and told there was no risk as it was free. Ultimately, I agreed submitted to this high pressure sale. I received the flex in the mail, but had no interest in this piece of equipment and never opened or used it. Recently in April 2024 i discontinued service with xfinity. I spent over an hour getting the service to stop automatically billing me. 2-3 months later i received a bill from xfinity with a $55 charge for equipment for the flex. I spoke with both agent ****** and ***************************** but they refused to remove the charge. I repeatedly expressed that I never wanted this piece of equipment, never used it and dont have it. Their sales tactics are time consuming, expensive, deceptive and deeply unethical. no consumer should have to spend their time on things like this. I am requesting a refund of $55 from Xfinity. Thank you for your consideration, *******************************

  Business Response

  Date: 07/29/2024

  July 29,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:                       Case Number:                      21998092
              Date of Notice:             July 16, 2024
  
  
              *******************************
              *****************
              ******,NH 03064
  
  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 on May 20,2024, the account was voluntarily disconnected with billing being stopped effective April 29, 2024.
  
  On July 16, 2024, equipment charge was revered generating a credit balance which will be issued to ****************** in the form of a refund check which should be received within ***** business days from date of processing July 19, 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: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.

  This is a complaint against Comcast/Xfinity for failing to disconnect my services. My Account number was *******************. I called to disconnect my internet and landline phone service on 05/09/2024. The agent I talked to said that they were sorry to loose me as a customer. At the end of the call I said just to be clear, I am all done right? He said yes and he hoped that they could win me back as a customer. So I thought I am all set. I did get a bill in June but I figured it was already generated and ignored it. On July 16 I get a bill for $252.03 that included July as well as a past due amount. Being worried that Comcast has the power to hurt my credit rating I called. After navigating through their difficult robot answering service I finally got a person but he said that only the phone was disconnected and not the internet. He agreed that the last time I had used any internet services was May 10, 2024. He then put me on hold and then lost me. So the second time around I was told that I had had a work order for the phone number which the agent on May 9th did not tell me about so therefore the service was never disconnected. I first heard about this issue on July 16th. He also said that my service is now discontinued as of July 16th even though I have not used their services at all since May 10th, the day of my service startup with Frontier.Obviously Comcast/Xfinity messed up here and according to the last call they are expecting me to pay for it. It is my hope that they will see the error and cancel the charges. But in case they do not I am lodging a complaint about this issue.

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*************************
  **************************************************************************************
  
  Case Number:21997677
  Date of Notice:July 16, 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 26, 2024, a Comcast Executive Customer Relations agent spoke with ************** regarding a billing concern. Our records indicate on May 3, 2024, Comcast received a port out request for ************** transferring his phone number to another provider. This order was completed in our system on May 19, 2024, with an effective stop bill date of May 9, 2024. ************** remaining service, Fast Internet, was continued to be billed at retail rate. 
  
  On May 9, 2024, our records indicate ************** spoke with our support team to ensure all services were disconnected; however, the internet service was not disconnected in error. This resulted in additional billing statements printing on June 10, 2024, and July 10, 2024. 
  
  On July 26, 2024, the Fast Internet service was disconnected, and a credit was applied to the account on July 26, 2024, to clear the remaining balance in full and this is reflected on the July 26, 2024, billing statement. To note, the credit on July 26, 2024, was in the incorrect amount, and a debit was placed to the account on July 30, 2024, to bring the account to 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 
  

  Customer Answer

  Date: 08/14/2024

  Regarding complaint #*********AE21, I am so sorry I did not provide information to you. I figured you would have known.  Comcast reversed itself and is now refunding me money due to the date that I cancelled being in the beginning of the billing cycle.  I assumed this happened because of you.  So thank you.   

• Initial Complaint

  Date:07/16/2024

  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.

  The company is adding charges to my account without legitimate proof They added international calling charges even I have a confirmation that no international charges to call the customer service number from outside ** Also this company is misleading me as a customer, I have paid for I phone 11 that was paid on full and even though they are locking the phone even if it is paid on fulll

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************
  **********************
  
  Re:       *****************
               NJ 08816
  
               Case Number:              21997457
               Date of Notice:             July 16, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************.
  
  Several attempts were made to discuss Mr. ***** Xfinity Mobile concerns. However, my attempts were unsuccessful. Although I was unsuccessful in discussing this matter with ************, an account review was completed.
  
  On July 10, 2024, a notification was sent to Mr. ***** line of service advising him he was entering *****, pay-as-you-go rates, availability of the Global Travel Pass (GTP) which provides call, text, and data services for $10.00 per day, and a toll-free number for support while outside ******************
  
  From July 13, 2024, through July 15, 2024, ************ was charged for calls to an Xfinity Mobile support line other than the toll-free number provided in the July 10, 2024, notification. As a courtesy, on July 18, 2024, a credit was placed for the calls to the support number, to reflect on the July 26, 2024, invoice. ************ was advised that any calls other than those placed to the provided toll-free number, after July 18,2024, would be subject to international rates if called while outside *****************.
  
  Additionally, Xfinity Mobile requires the account holder or authorized person on the account where a device was purchased to request the unlock, that the Xfinity Mobile account be in good standing, and that the requested device be paid in full.  If one or all of the requirements are not met, the request to unlock will be denied. A review reflects that the two accounts, one belonging to ************, and one he is authorized on, both reflect a past due balance.  Additionally, neither account reflect the purchase of an iPhone 11 from Xfinity Mobile. For these reasons, the unlock request has been denied.
  
  I apologize for any inconvenience that *** have been 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 *******

• Initial Complaint

  Date:07/16/2024

  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 have had only internet services since Feb due to an unpaid balance and having ACP. I paid the balance in full 6/4/24 and requested to keep only internet services and also returned all of my equipment. I have had to call 5 times since then and have a bill for almost 509 dollars. Today was the first day I was connected to the disconnection department after receiving the run around for a month and a half

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***********************
              GA 30045
  
              Case Number:              21997240
              Date of Notice:             July 16, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  On July 17, 2024, I spoke with **************** regarding a billing explanation. Our records indicate that on July 16, 2024, **************** consented via text message (SMS) to a downgrade removing Xfinity TV and Xfinity ***** services and the account was enrolled in a 12-month promotional offer for Gigabit Internet effective July 16, 2024,through August 9, 2025. The offer includes a 12-month promotional offer for xFi Complete (includes Internet equipment and *************** effective July 16,2024, through August 9, 2025. At the end of the promotional offers the retail rates will apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The change of service will be reflected on the August 6, 2024 billing statement.
  
  On July 17, 2024, I applied an adjustment for Xfinity TV and ***** services from June 12, 2024 to July 15,2024. The credits will reflect on August 6, 2024 billing statement. Please be advised that the billing is accurate. The request for additional compensation is not warranted and the request is respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/16/2024

  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 made an overpayment for next months service dates, (services not yet rendered). I have spent hours on the phone trying to simply get my overpayment back because want to terminate usage of their services before the next month begins and therefore will not owe them that money. I need my money now, it is an overpayment and is not even due to them yet and they refuse to refund me my money. I have talked to multiple supervisors, all have been rude, one told me not to call back. I was a customer of theirs for 25 years and have never asked for money back in this situation. I feel like I am being taken advantage of and want a resolution.

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*******************************
  ********************************************************************************
  
  Case Number:21996983
  Date of Notice:July 16, 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 spoke with ********************** and confirmed she received the funds in question back to her bank account; therefore, no further assistance was needed.
  
  Our records indicate, Ms. ********** bill prints on the 8th of the month. Any service changes or payments made after that date will appear in the next statement. The billing service period runs from the 16th of one month to the 15th of the following month with a due date between the 4th and 7th of the month. If the account is not paid in full by the due date, the remaining balance is carried over to the next billing statement, causing the bill to be higher than expected.
  
  On June 8, 2024, the bill printed with a balance forward due now and new charges due July 5, 2024. 
  On July 3, 2023, a payment was received. On July 8, 2024, the bill printed with a credit balance and new charges due August 4, 2024. 
  
  On July 15, 2024, ********************** communicated with a Comcast chat agent to discuss a billing concern. A ticket was created to refund the payment made on July 3, 2024. 
  
  On July 16, 2024, the payment made on July 3, 2024, was reversed to the payment method used, and the charges were added back to the Comcast account. 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:07/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Xfinity Mobile (Account Number *********** service a year and a half ago, tried calling to resolve 4 separate times over that time frame to try and get my refund as my debit card has been getting charged ever since. Here's the timeline:- January 4, 2023- cancelled service; received attached email confirming; transitioned all of my devices and service to T-Mobile - Spring 2023- noticed I was still getting charged; contact Xfinity Customer Support and agent said the service will be cancelled and I will receive my refund via a gift card in the mail - Fall 2023- again noticed I was still getting charged and contact Customer Support again; talked to a guy and got upset during the call since he seemed disinterested in resolving the issue and when I pushed for an email to verify the action, he dismissed me and abruptly ended the call - One Month following Previous Call- didn't feel satisfied with that support, contacted Customer Support again and the agent put me on hold at least twice and before the third time, I requested to speak with a supervisor, she put me on hold but the call got disconnected - July 8, 2024- got the email that I was still being charged so I called back; dealt with support for 30 minutes before he realized I was talking about Mobile, transferred me and the agent finally was able to cancel my service while I was on the call but stated company policy is only to refund 3 months; I stated that I wanted to talk to a supervisor who never contacted me at all I understand that I should have resolved earlier or contacted BBB earlier, but I have a busy personal and work life and Xfinity Mobile ************* reps assured me that it would be taken care of. I have my finance/ **** emails get auto-forwarded to an email folder I check every so often if I notice something out of the ordinary so I was not seeing these emails on a monthly basis. My service has finally been cancelled but I want my money back.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ******************************;     
  ******************************
              ***********, ** 19335
  
                Case Number:                    21996775
                Date of Notice:             July 16, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity Mobile service.
  
  Our records confirmed that ************************ had 2 active mobile lines and 1 ***********.  Our records confirmed that ************************ requested a port of the 2 active Xfinity Mobile lines on January 4, 2023, via port out. A port out does not remove the active *********** line from the account. There was no record of the *********** removal or a request to remove the *********** from January 4, 2023, through July 8, 2024.
  
  There was no usage on the *********** as it was in inactive status due to the mentioned port out. ************************ was charged for *********** services a month from February 8, 2023, invoice until October 8,2023, invoice. From October 8, 2023, through July 8, 2024, ************************ was charged the *********** services plus a non-active internet fee charge 
  
  On July 23, 2024, I confirmed there was no usage during the mentioned invoice period (October 8, 2023-July 8, 2024). I issued a backend ticket on July 23, 2024, to process the refund of the *********** services during the mentioned invoices. The refund can take 14 business day from the date creation. ************************ will be emailed options on how to obtain the refund.
  
  The above information was explained to Mr. **************** on July 25, 2024. I apologized for any inconvenience this may have 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 **************
  Extension, 3025771
  
  
  Sincerely,
  
  
  ***** P
  Executive Customer Relations