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, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

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  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

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  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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:07/11/2024

  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 did a phone trade in on April 14 from and iPhone 14 to a 15 it was an early upgrade I received the new phone a few days later like April 24 and the time I sent the old phone back though ***** A few months have passed on and I been charged 500 dollers in my bank account causing me to go into negative place even though I returned then phone back I been trying to get help from them to figure out whats goin on but everyone keeps either hanging up on me or accusing me of keeping the phone when in reality I sent it back as soon as I got the new phone. No one is willing to help me and so thats why Im writing to to yall to see if you could help me I dont have money for anything as my account has been in the negative for the passed 2 weeks even though I been trying to fix the issue no one is willing to help so please help me

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re:*********************;
  ***********************************;
  Apartment 103
  ********, ** 97210
  
  Case Number:21977771
  Date of Notice:July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************.
  
  On February 19, 2023, ************** purchased an Apple iPhone 14 Pro. On April 20, 2024, ************** purchased an Apple iPhone 15 Pro *** as an early upgrade for the iPhone 14 Pro. ************** could have received value for the traded-in iPhone 14 Pro had he shipped it via **** to Assurant, our trade-in partner, within 21 days of the new device being shipped. On May 22, 2024, ************** returned the iPhone 14 Pro to the Xfinity Mobile warehouse, not to Assurant, via ****** not ****. As a result, he did not qualify for the trade in.
  
  As a courtesy, a refund was initiated on July 22, 2024, for the remaining balance of the iPhone 14 Pro. On July 22, 2024, a credit was applied to offset the refund. This credit was applied to the invoice dated July 13, 2024. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  

• Initial Complaint

  Date:07/11/2024

  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.

  On Sept 2023 we had called for cancellation of internet service and was assured that it was ended due to our move out of state. We kept Xfinity mobile since we still had cell phones. On April 23rd after 3 phonecalls of asking them to release our phones for our change to Tmobile, they asked me to pay for one of the lines cell phone that was left. I did pay the $235 or so for being able to close our mobile accounts. I have still been charged and have emailed, chatted, and called several times for hours upon hours and no one has resolved my issue. I recently had changed my USAA card and don't know how they got my new info, and continued to charge me for services that we no longer had with them. As of today they say we owe over $400 for services, which we do not have with them since the above dates. I did not give permission and now cannot access account by phone nor get to anyone because we "no longer" have an account and was temporarily suspended (email as of today). Yet, we cancelled all services in Sept for Internet, and in April for cell phones. I want my account "0" and prove they are no longer going to charge me.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***************************
  ******************************************************************************************;

  
  Case Number:21977482
  Date of Notice:July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Residential and Xfinity Mobile services.
  
  On July 12, 2024, I spoke with the account holder ********************* regarding Xfinity Mobile billing concerns. Our records indicate that one line was ported out on April 22, 2024 and billing ceased that same day. However, the second line was never ported out and remained active on the Xfinity Mobile network. The device showed network activity during the billing cycle of May 11, 2024 through June 10, 2024, rendering the invoice generated on June 11, 2024 as valid. 
  
  During the billing cycle of June 11, 2024 through July 10, 2024, there was no usage, and the line was deactivated on July 1, 2024. As a courtesy I applied an immediate credit to the Xfinity Mobile account for the services charges. I explained that the remaining unpaid balance is valid. 
  
  On July 15, 2024, an Executive Customer Relations representative spoke with **************** regarding her residential account concerns. Our records indicate on September 11, 2023, the account was fully disconnected as requested and backdated with an effective stop billing date of September 1, 2024. This reflected on the billing statement dated September 12, 2024 and the account reflected a credit balance.
  
  On October 11, 2023, an unreturned equipment fee was applied to the account for a ** box that had not been returned. This resulted in a balance owed that reflected on the October 11, 2023 and November 11, 2023 billing statements. No payment was received and on November 12, 2024, the account was charged off to collections for the unpaid balance. This reflected on the November 13, 2024 billing statement.
  
  On April 23, 2024, the ** box was removed from the account and the unreturned equipment charge was reversed. This resulted in a credit balance on the account and **************** was owed a refund. Collections was also notified of the updated account status at that time. On May 3, 2024, a refund was processed for the credit balance. 
  
  On July 15, 2024, **************** stated she was not sure if she had received the refund. An escalation was generated to reissue the refund. On July 16, 2024, the refund case was closed with notes indicating that **************** will need to contact customer refund support at ************** regarding refund concerns. 
  
  Please be advised the billing on both accounts is accurate. An apology was provided 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,
  
  
  Curtis 
  Xfinity Mobile Executive Resolutions
  

  
  

• Initial Complaint

  Date:07/11/2024

  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.

  Mom July 8th we lost power due to the Hurricane which was fine and understandable considering we were without power for two days so like anyone no power no internet. But once power was up and running and everyone else started to hit the pavement and get service running for their customers ********************** literally said s**** their consumers. This isnt the first time this has happened it happened in May as well. We have all these companies out trying to get service out trying to get stuff work and Xfinity is doing nothing. Normally, they have a ETA posted and this around they just said as soon as possible so I called yesterday and got several different times of when to expect service and none of those times were accurate. I called today and got the same thing so at about 5 oclock I may contact and requested a refund for the amount of $48.06 and was told bluntly no. Excuse me and you arent trying to do anything. So I requested that Id have service canceled by next Tuesday. Due for o me switching service provider. No refund of but you say $25 credit for a service for next month and I just said I wont have service next month with you all.

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:Chantol *******
  ***********************************************************************************
  
  Case Number:21977135
  Date of Notice:July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************** regarding Xfinity service.
  
  Ms. *******s area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. Ms. ******* was without electricity until July 10, 2024, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on July 14, 2024. 
  
  On July 11, 2024, a representative applied a credit for the loss of service. This credit reflected on the July 14, 2024 billing statement. An additional credit was applied to the account by a representative on July 16, 2024, for the loss of service and overall experience. This credit reflected on the July 16, 2024 billing statement.
  
  Regarding billing, Comcast received two payments on July 4, 2024, respectively. On July 14, 2024, both payments were charged back to Ms. *******s financial institute. The payments and returned payments reflected on July 14, 2024, billing statement.
   
  Unfortunately, on July 16, 2024, Ms. ******* voluntarily disconnected the account. Upon disconnection there is credit balance, which will be refunded to the last payment method on file within 10 business days. 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: 07/22/2024

  My power was restored on the 9th not the 10th. And again that doesnt explain why I had to wait five days for my service to be restored and thats after I made a complaint with the BBB about the customer service that I received. Just for someone to call me and tell me they can guarantee my service wont be restored that day, but itll be restored by the 16th of the month and they would call me back and I still didnt receive a call back
  
   Complaint: 21977135
  
  I am rejecting this response because:
  
  
  Regards,
  
  Chantol Prophet
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/11/2024

  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 have been trying to get Comcast/Xfinity out to my mother's property (Comcast customer *********************) for over a week now - a dead tree fell next door during a storm and brought down all lines. The electric company was out promptly to restore power and re-hang their wires within 12 hours of the storm. After reporting the downed cable wires, I was told that Comcast would be sending a technician on the evening of 7/3/24 (nothing happened), then 7/5/24 at 10am (nothing happened), and 7/8/24 (nothing happened). Each time I am told that my tickets have been closed - how can this be when no crew has come out to address the downed wires?? This is incredibly frustrating and is also a safety risk. There are wires on the ground in back of 1406 ****** and wires in the bushes at 1408 ******. We need someone out to address this issue ASAP. I'm including the latest service tracking number (the 3rd or 4th one I've been given) below. #ECM0008415346

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *******************
  *******************************************************************
  
                 Case Number:                     21977012
                 Date of Notice:             July 12,2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, ***************** regarding Xfinity service.
  
  ************* is not an authorized user on the account in question. ************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologized for any inconvenience that *** have been caused, while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Customer Relations

• Initial Complaint

  Date:07/11/2024

  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 spoken with several people that has told me I don't owe for a phone that it was in the notes. Now they have sent me to collect over the amount of the phone. I was told that they did a new contract on that phone and I'm paying for the service for that phone.

  Business Response

  Date: 07/24/2024

  
  July 24, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:      Case Number:                      21976670
                  Date of Notice:             July 11, 2024
  
  
  
              ***************************
              *************************
  ********,** 37748
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  I have attempted to contact **************** several times via telephone and email however, my attempts have been unsuccessful.
  
  Comcast records have found that **************** has two accounts with **********************, one active and one inactive. The first account (account 1) was initiated on July 7, 2024, when Ms.Tuner placed an order for a ******* Galaxy A54 5G (IMEI: ***************) on a 1GB shared data plan.
  
  At the time customers could qualify to recieve the ******* A54 On Us given they satisfied certain requirements. Customers were required to activate a new line of service,transfer a number from another provider and purchase the device on a ******** device payment plan. **************** did not qualify for this promotion as she did not transfer a number from another provider.
  
  The device was delivered and activated on July 10, 2024. The second account (account 2) was initiated on July 10, 2024, when **************** placed another order for another ******* Galaxy A54 5G on a 1GB shared data plan. At the time customers could qualify to recieve the ******* A54 On Us given they satisfied certain requirements.Customers were required to activate a new line of service, transfer a number from another provider and purchase the device on a ******** device payment plan.**************** did qualify as she transferred a number from another provider.
  
  The device was delivered on July 13, 2024. On account 1 ********************** had not received any bill payments.August 10, 2023, September 10, 2023, and October 10, 2023, bills went unpaid causing the account to become past due. On October 20, 2023, account 1 was voluntarily disconnected and the remaining device balance was accelerated to the bill. On November 2, 2023, Xfinity Mobile received a payment clearing the account balance.
  
  On November 2, 2023, *************** placed an order on account 2 for a ******* Galaxy A54 device ********************** to be activated on a 1GB shared data plan. On November 10,2023, (account 1) **************** received a bill and on November 13, 2024, the previous payment was returned to ****************. On March 18, 2024, account 1 was written off to an outside collection agency. This balance is accurate as there was usage found on account 1 and the ******* Galaxy device ******************************* on account 1 is now being used on account 2. All charges are valid.
  
  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, Tier 2
  
  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to move to another location and elected to transfer service to my new address. Once in the new address it took multiple attempts to get my service hooked up and i was without internet for more than a week. Ive had internet service for about a month at the new address, but has since been interrupted for the past two days. I was paying on an installment plan at my previous address for my internet service. When I moved I was not made aware that it would cancel the installment plan, which resulted in a high balance of $1177 being placed on the new account. I called multiple times to discuss making another payment arrangement before my service was interrupted to prevent it from being interrupted. I was told multiple times that i could not have an arrangement, and they didnt give me any solutions to making a smaller payment to keep my service active. Once the service was interrupted, I have spoken to now 7 different representatives, which 3 have told me it was an error on the companies behalf. Im being told that I will not have internet service unless i make a huge payment of the past due balance that includes all payments that were originally in an installment plan. Had I known that a simple move would cause this, i would have shopped around for more internet access beforehand. Its very unfair that my installment plan was not moved with me, and now Im not being offered any other options to make any changes to my account.

  Business Response

  Date: 07/22/2024

  July 22,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***************************
  
              AL 35406
  
                  Case Number:                      21976326
              Date of Notice:             July 11, 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 that on March 11, 2024, under the previous account (ending in 5252) **************** agreed to a 12-month Xfinity Assistance Repayment Plan for the past due balance for services billed from January 13, 2024, through April 12, 2024 to be paid over 12 monthly installments added to the regular billing statements. On March 11, 2024, **************** made a one-time payment to qualify for enrollment in the repayment plan. On March 12,2024, the past due balance was removed and reapplied on the installment plan, allowing for the first installment to be applied on March 12, 2024. These transactions were reflected on the April 9, 2024 billing statement. No further additional payments were received after March 11, 2024.
  
  Effective May 28, 2024, **************** transferred services to the new account (number ending in 2962) and the previous account (number ending in 5252) was disconnected. An existing Xfinity Repayment Plan cannot be transferred to a new account and on May 30, 2024, the remaining 10 repayment installments were applied to the previous account (ending in 5252) as a lump sum. On May 28, 2024, a credit prorate was applied to the previous account for services billed from May 27, 2024, through June 12,2024. On May 30, 2024, the balance due for services billed from April 13, 2024,through May 26, 2024 and the installment balance were transferred to the new account (ending in 2962) and were reflected as a lump sum on May 31, 2024. The balance transfer was reflected on the June 1, 2024 billing statement.
  
  **************** failed to make a payment and a past due balance was shown on the June 24, 2024 billing statement, which included new charges for services billed from June 28, 2024, through July 27, 2024. On July 10, 2024, the account was placed in a soft disconnection due to the past due balance. On July 10, 2024, **************** scheduled a payment for the past due balance using Xfinity My Account web to be paid on July 15, 2024. On July 15,2024, the payment failed to process due to the card being declined. The account is not eligible for further arrangements due to the previous arrangement not being honored and the account has not been at a zero balance for the life of the account. Payment of the past due balance is necessary to restore services. Should the past due balance not be received by August 9, 2024, the account will be disconnected for nonpayment. After an account is disconnected for nonpayment,the full balance due is needed to restart services. 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:07/11/2024

  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 signed up my uncle and I with Xfinity Mobile. The promotion was 2 phones for free as long as you pay for the service each month. They charged me an extra $18.75 a month for my device. I started service in January 2024 of this year. I have been overcharged each month and it is difficult to get anyone to pick up in customer service and I have talked to multiple agents with at least 2 hours each time over the phone for them to agree they messed up and had to credit my account. I was promised that this issue was resolved and I would only be charged for the service. That never happened and I got sick of calling every month ans waiting hours to get a credit back they owe me. I went to xfinity store in ****************** and told them they didn't and won't hold up their end of the contract and which they tell me they can't even provide me a copy of!! They ported our numbers out and we switched to Tmobile. To this day they are still autodrafting my card each month. I've tried to change cards but they find the new one. Their telling us we owe full value on the phones $756 and won't take the phones back. They have created tickets about this matter to get resolved and ***** will follow up with me! They breached contract and let me out of it but like I said won't provide the contract we agreed on which my bank needs to verify and credit me back my money they took. Please help!!

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************
  **********************
  
  Re:       ***********************
              ****************************;
  Apartment 418
  ************************
  
                 Case Number:                     21975817
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***********************, regarding Xfinity service.
  
  On January 11, 2024, ************ purchased two ******* Galaxy A54 devices, each under a ******** device payment plan. At the time of purchase, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to add a new line of service with a device payment plan and port an existing phone number from another carrier within 30 days of purchase. If a customer transfers their line to another service provider, the promotion is forfeited, and the customer is responsible for any remaining monthly device payments.
  
  ************ satisfied the promotional requirements and successfully received the device credits for both devices until March 2024. A system error caused the promotion to stop reflecting for one of Mr. ***** two devices. On May 7, 2024, ************ was issued a credit equal to the value of the monthly promotion. He was also issued a courtesy credit. On May 20, 2024, ************ was issued another credit to equal to the value of the promotion for the next monthly bill.
  
  On June 6, 2024, ************ ported out his two lines, which resulted in the loss of both promotions. As a result, Xfinity Mobile began charging him monthly device payments for both devices.
  
  On July 15, 2024, I spoke with ************ and explained this information. I offered to permit ************ to return the devices outside of ****************************** return window. I sent *********** a return label. On July 22, 2024, the devices were successfully received into the warehouse. On July 23, 2024, the device balances were accelerated, and I placed a credit on the account to remove the outstanding device payment balances. I placed a second credit on the account to accommodate a payment,made by ************ that was subsequently reversed by his financial institution. The account is successfully closed. I notified ************ via email of the adjustments made to the account.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  
  
  Sincerely,
  
  
  XM Executive Resolutions
  ****************
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  12/19/22 I was sold a phone and then decided that I could not and did not want it. I was sent a return envelope and sent the phone back. I WAS CHARGED FOR THE INTIRE YEAR $52.98 up u til Feb 2023. I am requesting a full refund from Dec 2022 to Jan 2023

  Business Response

  Date: 07/23/2024

  
  July 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:**************************************
  ***************************************************************************************
  
  Case Number:21975516
  Date of Notice:July 11, 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 16, 2024, I spoke with ***************************** regarding the Xfinity Mobile concern(s). Our records indicate that on December 9, 2022, ***************************** purchased two ******** *********** devices. On December 19, 2022, ***************************** requested to return the devices. Only one of the devices was received at our Xfinity Mobile ************* on January 4, 2023, and a refund was issued on January 9, 2023. ***************************** did not return the second device and did not request the line to be canceled. As a courtesy, a billing adjustment was made on July 16, 2024, and the Xfinity Mobile account is now closed. 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,
  
  
  ******************
  Regulatory Specialist
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  It's been 3 days without Internet and Xfinity isn't keeping us updated. We can get in touch with customers service until they fix the problem. This was a scheduled maintenance that we had no knowledge of. As a customer since *************************** has been having major problems with giving standards service. I missed online work and was only given $30 as an inconvenience. I'm ready to leave this company because they don't care about our service and time. All we are good for is money that is just wrong. I would like a refund for all the days I missed work and my Xfinity service.

  Business Response

  Date: 07/17/2024

  July 17, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
   
  Re: *********************
  ****************************************************************************
  
  Case Number:21975489
  Date of Notice:July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding her Xfinity service.
  
  On July 16, 2024, a technician visited ************** and determined her intermittent service issue was caused by a wiring configuration to an amplifier and an outlet. Once the wiring and outlet were replaced, and the amplifier was relocated, a signal test confirmed the signal was not meeting industry standards. 
  
  On July 17, 2024, I spoke with ************** who confirmed services are working as designed. During our call ************** was provided with a service adjustment from June 18, 2024, through July 17, 2024. The credit adjustment will be reflected on the August 13, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Response Team 
  

  Customer Answer

  Date: 07/17/2024

  [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:07/11/2024

  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.

  Unable to schedule appointments. Automated system cuts me off. Have been to the xfinity store twice in a month. Had a tech here. I was advised to make an appt for a aerial drop check since it has never been done here in almost 5 years of complaints. Got conflicting info from a sales agent and not informed of reducing my speed or losing a premium channel. Brought modem in to store told problem with aerial drop but they couldn't make the appt. I have not been able to get to a tech or customer service to make that specialized appt

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*****************************
  *********************************************************************************************************
  
  Case Number:21975248
  Date of Notice:July 11, 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 20, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective splitter and drop connectors. My subsequent attempts to follow up with ******************** were unsuccessful. 
  
  With respect to Ms. ********* programming concern, our records indicate she currently subscribes to a 12-month term agreement for Superfast Internet, Xfinity Voice Premier, and *********** which includes: Limited Basic, Sports & News, Kids & ********************** 50+ Additional Channels, Streampix, HD Programming, and 20 Hours of DVR Service. Showtime and *** are not included in the *********** package. The promotion is effective from June 11, 2024 through June 21, 2025, after which time the retail rates will apply. Additionally, ******************** subscribes to xFi Complete, which includes unlimited data and a Xfinity gateway, at the retail rate. Additional equipment, taxes, and fees are not included in the package price. 
  
  Please be advised that the billing on the account is accurate based on the subscribed service. 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