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, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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:07/15/2024

  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 am writing to express my frustration and disappointment with the internet service at my house. Despite my previous complaints, the issues have persisted and have recently become unbearable.The problems I am experiencing include:Frequent disconnections Slow speeds Intermittent outages Difficulty connecting multiple devices These issues have been ongoing for some time but have significantly worsened in recent weeks. I have tried restarting my router and modem, but the problems persist.As a result, I am experiencing significant inconvenience and disruption to my work and personal activities. I request that you take immediate action to address these issues and provide a reliable and stable internet connection. I hope that you will take my complaint seriously and take prompt action to resolve the issue.Considering that I pay approximately $450 monthly to your company and have been a customer for over 7 years, I believe I am entitled to monetary compensation for the days of poor service and the resulting inconvenience.Thank you for your attention to this matter.Sincerely,*************************

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*************************
  ***************
  **********************
  
  Case Number:21994447
  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.
  
  Xfinity records indicate that due to an ingress at the node, plant maintenance has caused multiple outages affecting ********************** Internet at multiple timeframes in the last 30 days. 
  
  On July 18, 2024, I spoke with ****************** regarding the concern. He indicated that that his service issues were not happening outside of the indicated outage timeframes. It was confirmed by our network maintenance team that the issue was resolved when a technician balanced the radio frequency levels on July 19, 2024. I advised ****************** that no further outages are anticipated and that all signal levels servicing his home are within the specified range. I followed up with ****************** on July 23, 2024, to verify the above information and confirm that his services are working properly. 
  
  On July 23, 2024, a credit was issued to ********************** account for the loss of service. This credit will appear on the August 20, 2024 billing statement.
  
  A review of ********************** account shows that on June 20, 2024, a billing statement was generated with an updated account balance. A payment for this balance was processed on July 14, 2024. A new billing statement was generated on July 20, 2024, with the balance due by August 31, 2024. There is no record of an overpayment. Per Comcast's refund policy, refunds are only justified if an over-payment of the account balance has been made. At this time, a refund is not warranted on the account. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations 

  Customer Answer

  Date: 07/24/2024

  [I hereby confirm that everything in the business response is correct and satisfactory to my household. I have to emphasize that Company representative ***** provided unparalleled attention to this issue, demonstrated rare persistence, and delivered excellent service. In a short time, she identified the reason for our low internet speed and provided the date when the maintenance work in our area would be completed. On behalf of my household and myself, I express sincere gratitude to ***** and her team. I am also grateful to the BBB for their indispensable, fast, and efficient help in resolving this matter.
  Thank you very much.
  Sincerely,
  *************************
  
  

• Initial Complaint

  Date:07/15/2024

  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 authorized a payment of ****** to be deducted from my checking account on July 14, 2024. Comcast sent this payment along with a payment of ****** that was not authorized on the same day which ******** my account and an additional charge of *****. I want my ****** back into my account along with the ***** overdraft charge.

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  *********************
  ****************
  
  Case Number:21994412
  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.
  
  Upon receipt of this complaint, an investigation was performed. On May 24, 2024, a billing statement generated for a new month of service. On June 24, 2024, a billing statement generated. This included the past due, a late fee, and charges for a new month of service. 
  
  Records reflect on July 5, 2024, ****************** scheduled a promise to pay via My Account. This promise to pay was an agreement for a payment to be debited on July 11, 2024. 
  
  With respect to ****************** unauthorized debit concern, there is no record of the payment in question on ****************** residential service account. A conversation is necessary to further investigate the alleged payment and to discuss her bank overdraft charge credit request. 
  
  I made multiple attempts to reach ******************, but I was unsuccessful. 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,
  
  
  ******************
  Executive Customer Relations 
  

• Initial Complaint

  Date:07/15/2024

  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 using xfinity for my internet provider due to is the only internet provider that cover this area and was using there cable services too but due to the cable been streaming because it was the most affordable way to have cable TV, but since last week on Wednesday my internet service went out and by that I had no TV or anything at my house, after spending 3hrs on the phone with xfinity I was told that someone was coming to the house to fix the problem but nobody did, on Thursday I had to go to a satellite company to be able to get TV services on the house but I have to remain with xfinity for internet service due to I still need internet for my security cameras, I called them again on Friday since no one came to fix the problem and then I was told that someone was coming on Monday 7/15/24 and at 7pm in the afternoon after wetting home from work I still don't have internet and no security cameras. Xfinity is a very bad and unreliable company and nobody said to me anything on having my bill adjusted for all of this days without service and then I try to reduce the internet speed to a minimum since I don't needed for TV anymore and they said the minimum they have is 100mgb, and there are others companies that offer 60mgb for a lower price but xfinity is taking advantage of there customers on this area because they know no other company service this area so they can charge more and force people to pay the higher rates, I hope that they at least adjust my bill and I don't have to pay them for all this days that I have been without service and that they can be a better company and offer better rates like other companies that unfortunately don't cover this area..

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *********************
              **************
  Apartment TRC
              *****, ** 34472
  
                 Case Number:                     21993825
              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 18, 2024, I corresponded via email with ***************, who is an authorized user on the account. An appointment was scheduled for July 10, 2024. However, the appointment reflects as being cancelled. On July 10, 2024, a Special Request Order (SRO) was scheduled for July 11, 2024,to raise the cable line. The appointment was completed on July 11, 2024, and the technician successfully raised the cable line. A service appointment scheduled for July 15, 2024, reflects as being completed as no one being home.
  
  I sent an email correspondence to **************** on July 18, 2024, and July 22, 2024, providing dates and times available to schedule a service appointment. I did not receive a response from **************** accepting a service appointment. The signal levels to the equipment reflected as being within the appropriate specifications. An appointment inside the home was necessary to further investigate a service issue. A credit was applied to the account on July 11, 2024, for the service-related concern. The credit is reflected on the July 23, 2024, billing statement.
  
  The account reflects as being enrolled in a 24-month contractual agreement for a two-product bundle package which included *********** (formerly Preferred) and Fast Internet (formerly Blast). The contractual agreement was effective from August 28, 2021, to August 28, 2023. The package received a monthly two-product discount and a monthly contract discount. The contract discount was effective until September 8, 2023. On September 9, 2023,a portion of the discount expired, and the remaining discount was effective until September 8, 2024. Once the discount fully expired, the retail rate would have applied. The package rate did not include equipment, additional services,or applicable taxes and fees which were subject to change. Additionally, the account reflected an **********************/Voice equipment rental.
  
  On July 11, 2024, the account was repackaged and downgraded to Connect Internet at the retail rate. The change is reflected on the July 23, 2024, billing statement. On July 23, 2024, the account was fully disconnected with an effective stop bill date of July 10, 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 **************.
  
  Sincerely,
  
  ************
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/15/2024

  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 am an existing customer of ********************************************** Jun 28, 2024, I was approached by the customer service representative (***) in chat to sign up for Xfinity mobile. The *** promised me that I would receive a $40 per month multi-product discount on my internet bill once I purchased an iPad and activate the mobile line, which would result in a combined bill of internet and mobile plan (service fee + monthly iPad payment) at $60 per month. This means that my internet bill would be $20 per month and mobile bill at ~$40 per month, excluding any one-time charges.However, when I receive my internet bill on July 15th, my monthly internet bill is $50 (excluding any one-time adjustment). The multi-product discount became $10 instead of $40. I reached out to the customer service to resolve the issue. However, they told me that "since my activation is a tablet line and not a phone line, I am only entitled to $10 discount and not $40)."However, the initial *** fails to disclose the difference between them, and repeatedly promised that I am eligible to get the $40 discount.I hope that Xfinity can honor their promise and add the additional $30 discount to my bill for the next 24 months (contract period).See attachment for screenshot of chat history

  Business Response

  Date: 08/02/2024

  August 2,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************
  
               , CA 94089
  
               Case Number:                      21993595
               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 ***************.
  
  The Xfinity Mobile discount referenced in the complaint was inadvertently removed from the account. On July 17, 2024, the discount was added back to the account effective July 17, 2024, through July 17, 2026. 
  
  Upon receipt of this complaint, I contacted ******** and explained the above information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/07/2024

  I am satisfied with the resolution 

• Initial Complaint

  Date:07/15/2024

  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.

  This is the second complaint on this company. My April bill was *****. On may 6th I cancelled my service. Xfinity wanted to charge me $200.00 fee. This was taken care and my may bill reflected this adjustment and I had a credit of $97.81. My June bill arrived saying I owe them $202.19. This bill has a charge of $100.00 for equipment I do need to return. However the balance is $102.19? What happened to my credit? Plus Xfinity has already put me in collections for the $100.00. I just received the bill! I should owe nothing

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************
              ***************
              ************, ** 07840
  
                Case Number:                    21993554
              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 services.
  
  On July 17, 2024, I spoke with **************** regarding a collection notice. Our records indicate. **************** disconnected services with Comcast on May 17, 2024. The billing statement, which was printed on May 17, 2024, reflected a higher balance. On May 17, 2024, the account was disconnected leaving a new balance due for services received from April 5,2024, up to May 17, 2024.  On June 17,2024, an additional charge was added to the account for as **************** did not return her Comcast rental modem, On July 18, 2024, **************** returned the modem,and the unreturned equipment fee was removed. As of my conversation with *************** her final balance remained unpaid. The balance is correct. 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 **************.
  
  Regards,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/15/2024

  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 canceled my cellphone service through this company back in April and noticed I was still being charged in May so I called back on May 10 and cancelled again and I just received notice that they were suspending my service due to unpaid balance and they have been charging me ever since as if I was still using their service. I have had nothing but issues with the service since I got it and decided to go a different route because I could never get anything I needed do not did the service work as advertised.

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:                      Case Number:                      21993547
                  Date of Notice:             July 15, 2024
  
  
              *****************************
              **************************, Apartment C
              *********, OR 97222
  
  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 to ****************** regarding his Xfinity Mobile concerns. I advised that there was no record found of a request to cancel the services in April or **** I also advised that although the charges are valid, I would remove service charges form the past due balance for the billing periods that reflected no usage. This was the service charges for the May 10 - June 9, 2024, and for the June 10 to July 9, 2024, billing periods. The remaining balance owed is for past due billing periods with usage and the remaining device charges for the two ******** Devices purchased under a 24-month Device Payment Plan. An additional courtesy credit was applied to the past due service charges on the April 10 to May 9, 2024, billing due to minimal usage. This is reflected immediately to the past-due balance. There was no record found to request cancellation of the lines or account in April or **** Services were suspended on May 10, 2024, for non-payment and cancelled on June 25, 2024, for non-payment. On July 19, 2024,an additional courtesy credit was applied to the past due service charges on the April 10 to May 9, 2024, billing due to minimal usage. On July 23, 2024, I sent ****************** an email advising of this resolution. I advised the remaining balance owed is valid and will not be adjusted. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have bills and several credit cards that i pay on time every month.when it comes to xfinity,no matter what i do,im always a month behind.i once paid it all up to zero and within 3 days i had another bill and another 1 a week later.why cant these dirty corrupt thieves send 1 bill a month like everyone else.i dont understand and dont want to understand advanced billing.this practice is deceitful and should stop.i dont know if its because they have monopoly over the area and they think they can do what they want.this practice us unfair to us the con ****** who are getting conned and should be wiped out.i really hate this company and if i could find somewhere else to take my business,i would in a heart beat.clamp down on this.i will be complaining to the ag's office and to consumer affairs.

  Business Response

  Date: 07/18/2024

  
  July 18,2024
  
  
  BBB of ******************* & ********************
  *************************************************************************************************************************************
  
  Re:       ***************************
  ******************, Apartment 4
  ***********************
  
                  Case Number:      21993021
              Date of Notice: July 15, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding the Xfinity service.
  
  Xfinity records indicate ********************** had not brought the account current until December 15, 2023, and accrued several late and service restoration fees. On December 14, 2023, the service was interrupted for non-payment. On December 15, 2023, ********************** remitted a payment which brought his account to zero. On December 17, 2023, a service restoration fee was applied to the account. On December 22, 2023, a billing statement was generated. On January 22, 2024, a billing statement was generated, and a late fee was applied to the account. On January 25, 2024, a partial payment was received leaving a balance forward. On February 22, 2024, a billing statement was generated, and a late fee was applied to the account. On February 24, 2024, a partial payment was received leaving a balance. On March 22, 2024, a billing statement was generated, and a late fee was applied to the account. On March 29, 2024, a partial payment was received leaving a balance. On Aprill 22, 2024, a billing statement was generated, and a late fee was applied to the account. On May 14, 2024, a partial payment was received leaving a balance. On May 15, 2024, the service was interrupted for non-payment. On May 16, 2024, a service reactivation fee was applied to the account. On June 22, 2024, a billing statement was generated, and a late fee was applied to the account. On July 14, 2024, a partial payment was received leaving a balance. Since December 15, 2023, the account has accrued 6 late fees, and 3 reactivation fees. On July 16, 2024, I spoke with ********************** and advised him of the aforementioned information. I explained the second notice he was receiving was a late notice and not a separate billing statement. I explained that unless the full balance is paid, the late fees and the service restoration fees will continue to accrue on the account. On July 16. 2024, a billing adjustment was applied to the account to cover 5 late fees, and 1 service restoration fee bringing the account balance to zero. The adjustment will reflect on the on the July 22, 2024, billing statement. I apologized for any inconvenience experienced while attempting to resolve this matter
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

  Customer Answer

  Date: 07/18/2024

  [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:07/15/2024

  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.

  My internet and cable service went out on Monday, July 8th as a result of the Hurricane *****. The power to my area was restored on Friday, July 12th. My Comcast internet and cable tv came back online on Friday evening July 12th. On Sunday, July 14th in the afternoon I lost internet and cable service again. I called several times to report the outage and to get an update. All I hear is a recording telling me they are aware of the outage and will get it fixed as soon as possible. When I do get through to a live agent, I am given no additional information. I talked to several neighbors and there service was restored on Sunday, July 14th. The only outages I am aware of are my house and my next door neighbors house. It makes no sense to me that a network outage would only affect 2 homes in the area. Comcast would not schedule an appointment to fix the issue.

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************
              4706 Summer *************************************************************************** ***********************
  
                Case Number:                    21992970
              Date of Notice:             July 15, 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 31, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective splitter restoring services. On July 31, 2024, I spoke with ************** and verified that services are working correctly, and the levels are within specifications.
  
  On July 15, 2024, a service credit was applied and on July 18, 2024 a service credit was applied. These credits reflected 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: 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:07/15/2024

  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 Xfinity Mobile for my cell phone provider. In February of this year (2024) my phone was stolen. As Xfinity was my provider and I had insurance on my phone I called Xfinity to report the issue and request a device replacement. The operator on the line told me this would not be a problem and that they would replace the stolen device because of insurance coverage. I received a new device in the mail days later. About a month later I noticed that my phone statements were extremely high and my cell phone payout was much larger than previous. ( This was something I clarified before getting the new phone. I confirmed that my phone payments would not increase as well as the payout for the device itself because it was stolen). I was in the xfinity store a short while after that asking why my payments were all of a sudden so high. They told me I was wrong in my understanding of the phone... A few months passed with no resolution when I went in again. This is when I learned that Xfinity lied and didn't replace the device but actually sold me a whole new phone and I was now paying off both the stolen device and the new replacement phone. It has now been months, many calls, being hung up on, put on hold for hours and disrespected. The whole time with xfinity taking my money and offering no resolution. I have gone in person 3+ times and each time told they have ********** in the stores to help. I have been transferred and left on hold for hours. They will not return my money or rectify the situation.

  Business Response

  Date: 08/02/2024

  
  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *********************
           **********************
           **************************
  
           Case Number: 21992967
           Date of Notice: July 15, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile *******.
  
  On July 24, 2024, I spoke with **************** to discuss all concerns. Our records confirmed that **************** purchased Xfinity Mobile *******s on May 19, 2023. Her plan included ********* Services the Xfinity Mobile Protection Plan, and a ******* Galaxy S23 Ultra, 256 GB with device payment. The line was activated on May 19, 2023, with the line ending in 6526. Per the guidelines of the Xfinity Mobile Care plan, if a customer would like to report a concern the customer can call or place a claim online with Assurant. 
  
  Our records show that a new line was added on ******** 5, 2024, and shipped and activated on ******** 8, 2024. When activated, the new ******* Galaxy S23 Ultra, 256 GB was assigned the same number as the old ******* Galaxy S23 Ultra, ******************************************************* 0878. Our records indicate that **************** was charged for device payments of the of the old ******* Galaxy S23 Ultra, 256 GB until May 31, 2024, and the new ******* Galaxy S23 Ultra, 256 GB until July 15, 2024.
  
  Our records show that **************** was charged an additional device payment for an inactive device from ******** 8, 2024, to July 15, 2024. Our records also show that **************** was refunded on July 17, 2024, which **************** has confirmed she received, for the mentioned days of ******* of ******** 8, 2024 to July 15, 2024. In addition, **************** was also credited for the partially for the July 19, 2024, invoice on July 19, 2024. I issued a credit on July 24, 2024, for the remainder amount to cover the July 19, 2024 invoice. 
  
  On July 23, 2024, I issued a courtesy credit to remove the remaining charges from the new and old ******* device. **************** can see all mentioned credits on the August 19, 2024, invoice or through Xfinity Mobile self-*******s. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************
  
  Sincerely,
  
  
  ***** P 
  Xfinity Mobile Executive Resolution

• Initial Complaint

  Date:07/15/2024

  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.

  Comcast was my internet provider until I was forced to terminate due to apartment complex. On 10/19/2023, I spoke with ***** regarding my concerns about being charged a fee and was told that I would not have to pay anything for fees and I had nothing more to do. There was no further communication with comcast. On 1/26/2024, I was contacted by a collections agency regarding $215.00 amount owed to comcast. I called and spoke with comcast on 1/26 and 1/28 to **** and *****. I was told that a case was created (case number ECM005881274) and that it would be resolved and removed due to the charge being an error of comcast and that I did not owe anything and nothing would be reported to my credit. On 1/29/24, I received a message stating the case has been resolved and no further action was needed. No further communication with comcast since that message. Today 7/15/24, I received an email stating that a collections had been reported to my credit. No attempts from credit collections were made to resolve this debt. I called the collections agency that was listed on my credit report (Eastern Account system) and spoke with **** who stated that this is the same debt to collections that was supposed to be resolved in January. I explained the dates and details and he confirmed that this case can be disputed as information is incorrect but that I would have to pay $200 for them to do so. This $215 debt to comcast was never my responsibility to be paid per comcast on 10/19/23 and again on 1/29/2024. Now this on my credit and I want it removed and the documentation stating that I don't owe anything.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              **********************
  
              Case Number:                      21992952
              Date of Notice:                     July 15, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ***** ***** regarding Xfinity service.
  
  On July 22, 2024, I corresponded via email with Ms. ***** regarding her concerns. Our records indicate on June 25, 2023, the account was enrolled in a 24-month contractual agreement for Fast Internet. The contractual agreement was effective from July 1, 2023 and expired on July 1, 2025 after which time, the retail rate would have applied. The package was eligible to receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments. The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change. The contract included an early termination fee that would apply if Ms. ***** fully disconnected the services prior to the conclusion of the contractual period.
  
  On October 19, 2023, Ms. ***** disconnected the account. The account was disconnected prior to the expiration of the contractual agreement which caused a valid early termination fee to apply on October 20, 2023. The early termination fee was valid if Ms. ***** relocated to a residence not service by Comcast. The disconnected account reflected a remaining balance for service charges billed up to October 19, 2023 and the early termination fee. The account was referred to a collection agency on December 20, 2023.
  
  As a courtesy, a credit was applied to the account on July 16, 2024 waiving the early termination fee. The credit is reflected on the July 17, 2024 billing statement. A credit was applied to the account on July 22, 2024 waiving the remaining balance as a courtesy. The disconnected account reflects a zero-balance owed. The collection agency was notified, and Ms. ***** should receive a closure ****** from the collection agency within 30 days. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

  Customer Answer

  Date: 07/30/2024

  [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: 21992952
  
  I am rejecting this response because:
  
  In the communication with ******, the Comcast executive that I have been speaking with, I was again told that the early termination fee would be waived as I was in no control of this situations. In the response to the BBB, there is no accountability on behalf of xfinity that it was in error that this fee was sent to collections and later on reported to the credit bureau. I have asked for documentation stating that they have taken accountability and that I was not responsible for the fee charged and reported. I have to provide documentation  to the credit bureaus to have this collection erased off my credit. 
  
  Regards,
  
  ***** *****