Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2024

  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.

  Since Sunday, June 23rd, our internet has worked intermittently and has dropped signal daily, sometimes for multiple hours at a time. This has occurred at my residence as well as for the other 23 homes in my community. I notified Xfinity of the 23rd, 24th, 25th and 26th of June about this issue. Xfinity sent our its tech support team and confirmed to me and other homeowners it is an issue with their equipment and service that feeds the internet signal into our community. Sadly, most of us work from home and this has negatively impacted our ability to both work and be productive. Also, there is only one other option for internet here and it is **** and we already tried that and their service was weak and not usable so we are stuck with Xfinity in this community (which hasn't worked now for 3 weeks). We need a resolution, not just an offer of a meaningless or minimal service credit on our bills.

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:**********************;
  ********************************************************
  ****************************
  
  Case Number:21974152
  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 ***********************.
  
  Our records indicate that on June 25, 2024, a service visit was completed as ground block was replaced. On June 28, 2024, a service visit was outage related and resolved. On July 2, 2024, a service visit was completed after the technician referred the address to maintenance. The service visit scheduled for July 6, 2024, was completed as no access. A service visit scheduled for July 15, 2024, was completed as customer refused. On July 18, 2024, I spoke with ****************, and he reported that his service issues remain intermittent. A repeat service visit is scheduled for August 2, 2024, to accommodate ****************** availability. I will follow up with **************** on August 2, 2024, to confirm the resolution. On June 25, 2024, a credit was applied as a courtesy. This credit will appear on the July 11, 2024, billing statement. 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 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: 21974152
  
  I am rejecting this response because:  As of today, July 29th we still have intermittent service in my home and in our community of 24 homes.  I alerted Comcast this is a greater issue with the service feeding into our community as explained to me by Comcast field tech that was working on this issue.  Comcast is scheduled to come out Aug 2nd to my home per response however my home is NOT the issue (it is a greater issue outside community with equipment).
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:**********************;
  ********************************************************
  ****************************
  
  Case Number:21974152
  Date of Notice:July 29, 2024
   
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  With investigation, we are unable to find any issues with Comcast equipment or services provided to the home of the ****************. On July 31, 2024, Technical Operations leadership team was onsite at ****************** home and was unable to find any service issues in which **************** services or neighboring customers services were affected. The concern was escalated for further investigation by Technical Operations, Maintenance, and Network teams. 
  
  On August 2, 2024, our investigation determined that there were no issues found or any correlation between frequency losing connections from the modem listed on each account **************** provided. The reported issues were isolated to **************** services alone and not an issue within the neighborhood. **************** consented to installing a leased wireless gateway to observe the services. On August 13, 2024, a technician installed a leased wireless gateway which will be monitored for the next seven days. On August 20, 2024, we will follow up with **************** to confirm the service concerns have been resolved. 
  
  On August 14, 2024, I communicated via email with **************** to review the above resolution. I explained that **************** should contact the Executive Customer Relations team specifically should he experience any concerns. 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 at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations 
  

• 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.

  My father *************************** passed away and I've been dealing with canceling his Xfinity account. I had to return his cable box which I did via **** *** showed that the box was delivered and Xfinity even shows the return as completed. However Xfinity has charged me for an unreturned box three times. I've spent hours on the phone with their customer service trying to get the matter fixed. They even refunded me for two of the charges (date for refund shows 6-20-24 on bill) but they just sent a text indicating that I was just charged for an unreturned box for a third time. I have images saved of their software showing my box as returned and showing no other pending hardware returns. I feel that this is intentional harassment and their way to be spiteful over me canceling the account.

  Business Response

  Date: 07/16/2024

  
  
  July 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***********************
              *****************
              *********, ** 24228
  
  Case Number:                    21941873                                     
                Date of Notice:             July 4, 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 15, 2024, I spoke to *************************** who is authorized on the account regarding his equipment related concern. Records indicate the cable box ending in (2096)was removed as of April 10, 2024. On May 3, 2024, an audit was performed on the account where an inactive cable converter TV box adapter charge was added towards the account effective May 3, 2023. On May 12, 2024, **************** was charged an inactive cable converter TV box adapter fee that will reflect on the billing statement dated May 12, 2024. On June 12, 2024, **************** was charged an inactive cable converter TV box adapter fee that will reflect on the billing statement dated June 12, 2024. On June 20, 2024, **************** called in where the account was placed in for disconnect. On June 20, 2024, **************** received a courtesy credit that was not warranted and will reflect on the billing statement dated July 1, 2024.
  
  On June 20, 2024, the inactive cable converter TV box adapter ending in (9258) was removed from the account. On July 1, 2024, the disconnect order was complete with an effective stop date of June 21, 2024, that provided a credit prorate.  On July 1, 2024, **************** was charged an early termination fee that will reflect on the billing statement dated July 1, 2024. This left a credit balance on the account due for refund and was processed on July 12, 2024, only because of the courtesy credit that was not warranted. Prior to July 15, 2024, there was not an email on the account where info regarding the refund would be sent. 
  
  On July 15, 2024, I updated the email address to the one on the complaint for *************** where there would usually be an email send to the email on file about the refund.  On July 15, 2024, I provided **************** the telephone number (888) ******* for the ************ that handles our refunds. We will continue to work with **************** to ensure he receives the refund. In addition, there is no record of the account being sent to collections. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust 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:07/11/2024

  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 was billed for a service I did not receive. In March of this year I decided to use Xfinity/Comcast , which was also providing me internet service as my cable TV provider in early March 2024. I was told they would be sending someone out to setup/ install the access to my televisions. On the schedule day when no technician arrived, I called Xfinity and was informed that don't send out technician for an installation but that they could tell me over the phone what I needed to do to get setup. At this point I asked to cancel the cable TV request. When I received a bill for the service in early April I called to ask them to refund my money. They would not and said that I owed some back charges and late fees. So I cancelled the internet service also. I had them billing my **** card directly. Therefore, if the payment was late it was there fault. To further add to situation after I cancelled the service, the billed me for *** and June after the service was cancelled and they charged me an early disconnect fee. Please see substantiating attached documents.

  Customer Answer

  Date: 07/13/2024

  These are additional documents the zip file that I had intended to submit originally, thanks.

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*****************
  **********************;
  *****, SC 29083
  
  Case Number:21973865
  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 Mr. **************************** July 19, 2024, I spoke with ************ regarding a billing concern. Our records indicate that on March 9, 2024, ************ requested a downgrade removing Xfinity TV and remained enrolled in the 24-month contractual agreement for Gigabit Extra Internet at a promotional rate that was accepted on May 11, 2023. The offer included a contractual agreement effective May 11, 2023, to May 11, 2025. The introductory contractual rate is effective May 11, 2023 through May 10, 2025. Effective May 11, 2025, the third-year promotional rate would become effective through May 10, 2026, after which time the retail rate would apply. A 24-month promotional offer for xFi Complete (which includes Internet equipment and *************** was effective May 11, 2023, through May 10, 2025, after which time the retail rate would apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account continued to receive a self-service discount with enrollment in automatic payments with a linked credit card and paperless billing. 
  
  The change of service on March 9, 2024, removed the two-product discount and generated credit prorates for services billed from March 9, 2024, through April 10, 2024. The change of service and credit prorates were reflected on the April 7, 2024 billing statement. 
  
  On June 21, 2024, we honored Mr. ***** request to end the 24-month agreement and disconnect the account. The disconnection was completed on July 2, 2024, which generated credit prorates for services billed from June 22, 2024, through July 10, 2024. On July 2, 2024, an early termination fee was applied for the remaining 11 months of the contractual agreement. The credit prorates and early termination fee were reflected on the July 2, 2024 billing statement. 
  
  Our records reflect that a late fee was reflected on the February 7, 2024 billing statement, due to the statement balance not being received. On February 9, 2024, a courtesy credit was applied to waive the late fee which reflected on the March 7, 2024 billing statement. The account does not reflect that any late fees were applied after February 7, 2024. Please be advised that the billing is accurate, the refund request is unjustified and has been respectfully denied. Our records reflect that on July 17, 2024, ************ returned the Internet equipment to Xfinity. 
  
  I apologize 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: 07/22/2024

  [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:

  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.

  Comcast billed for services never performed. When the technician came out, the technician said they do not install phone jacks and additional cable lines are wireless now. Had I been informed of this when the order was first placed it would have never been requested. The technician did nothing whatsoever, said we would not be billed for the call, and left within about 5 minutes of arrival. I called Comcast the next day and the agent said we would not be billed, but we had to wait to see if it showed up on the bill before any charge could be reversed.The $245 did show up on the bill and after calling Comcast again, the agent said he would have to place a request to another department to have the charge removed. The next day only $105 was reversed. I called Comcast again and after another lengthy call, the agent said that all charges would be reversed, but again they had to send the request to another department. The additional credit to the account never appeared. About 5 hours of calls to Comcast were spent on this. No services were performed and no additional equipment issued. It is unclear what regulatory agency has jurisdiction on this or if new regulations need to be created.

  Business Response

  Date: 07/16/2024

  
  July 16,2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***********************
              ***********************
              **********, CA 95608
  
              Case Number:              21973744
              Date of Notice:             July 8, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************, authorized user for ************************* regarding their Xfinity service.
  
  Our records confirm that on May 30, 2024, ****************** contacted ************* to install/activate five (three telephone outlets and 2 cable outlets) outlets in his home. He was advised of the technician service visit fee and agreed to a June 4, 2024 technician visit. During the visit, ****************** was advised that outlets did not require activation due to wireless device capabilities; no work was performed. Due to the completion of the work order, ****************** was assessed the activation fees for all five outlets and the service visit fee,which was reflected on the July 2, 2024 billing statement.
  
  ***************** contacted ************* on June 5, 2024, and was advised by the agent that there would not be a fee for the technician visit or the activation of the outlets (three telephone outlets and 2 cable outlets.) The agent advised ***************** that the technician had noted the account that no work was performed.Upon receipt of the July 2, 2024 billing statement, ****************** contacted ************* on July 7, 2024, to dispute the fees depicted on the statement for the technician visit and activation of the outlets (three telephone outlets and 2 cable outlets.) A credit request was made to Finance which was declined in part, a partial credit for three of the cable outlets was provided on July 8, 2024, but not the remainder of the fees for the two telephone outlets or technician visit.
  
  Upon receipt of the complaint an account review confirmed ****************** was promised a full credit for the outlet activations (three telephone outlets and 2 cable outlets) and technician visit on June 4, 2024. On July 11, 2024, I credited the outstanding fees and contacted ****************** on July 11, 2024, and advised him the credits have been applied and all credits applied will be reflected on the August 2, 2024 billing statement. 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 of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Response Team

  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:07/11/2024

  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.

  This about their lack communication towards us customers. Of course we had a hurricane on Monday, however, on Tuesday my power came back on. Here it is Thursday July 11, Im still without Xfinity service. I work from home and each day that Im not working I lose money. So far that was over $400. Its dry in my area now and safe for Xfinity to come and start working on our service. However, trying to communicate with them, they refuse to give a time frame when they will come out to fix anything. I need to get back to work asap. There is no excuse for them not to do their job. Im in the ***** area code. They need to get a crew out here now to start repairs. Im a single parent and I cant afford to sit here and not make money to pay my bills. If yall can contact them to get a work crew out here now I would appreciate it as well as the rest of the neighborhood. This is ridiculous that we have to wait this long but when it comes to paying your bill, they expect us to be punctual. We need service asap over here. Thank you

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************************
               ***************************************
               ****************
  
               Case Number:                      21973661
               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.
  
  I attempted to contact ****************** via telephone and email several times. While my attempts were unsuccessful, a review was completed on the account. Our records indicate on July 8, 2024, Ms. ******** area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. On July 9, 2024, residential power was restored,however, commercial power was not restored; therefore, the Xfinity service was not working.
  
  On July 12, 2024, this concern was forwarded to our Technical Operations Team to investigate the issue. On July 14, 2024, the Technical Operations Team deployed a generator in the area to restore service until commercial power was restored on July 15, 2024. On July 15, 2024, the Technical Operations Team confirmed Ms.******** modem was online and the signal levels were within the appropriate specifications.
  
  On July 18, 2024, I applied a credit for the loss of service. This credit will reflect in the July 27, 2024, billing statement.
  
  On July 30, 2024, this concern was again forwarded to the Technical Operations Team to further investigate this issue as the modem was still showing as not recognized.On July 31, 2024, a Technical Operations Supervisor visited Ms. ******** location. ****************** was not home, but the Technical Operations Supervisor determined the modem listed on the account is not recognized due to the Comcast cable line was cut, to allow another service provider to utilize the same access point into the home.
  
  In order to address any additional questions or concerns regarding this matter, additional contact with ****************** is necessary.I apologize 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

• 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.

  On 6-11-2024 Comcast decided between 8am to 4pm to do system upgrades and do network upgrades to their system they provided No advance notice of this massive outage and should have done this upgrade in the evening hours.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:******************
  ******************************;
  ***************
  
  Case Number:21973390
  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 11, 2024, there was a service outage in Mr. ************** area due to planned maintenance activity. On July 11, 2024, the maintenance activities were completed, and services were restored. On July 16, 2024, I spoke with Mr. ************ and verified that services were working correctly. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/30/2024

  [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,
  
  Perry ************
  
  

• Initial Complaint

  Date:07/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please reference complaint ID ******** for prior history. In the response letter it states Effective June 23, 2024, the promotion will transition to the second-year promotional rate for 12 months, expiring June 22, 2025. That promotion rate is $30.00. However, today July 11, 2024, Comcast drafted my bank account a higher amount of $45.00, not honoring their previous complaint resolution response. Please help in getting this resolved.

  Customer Answer

  Date: 07/11/2024

  I received a call this afternoon from Gay in executive customer relations, the same representative who responded in writing to my last complaint. She stated that the amount was not listed for a reason, because it is a different promotional rate now. But that is not what the response letter stated. If what *** is stating is true, what was written in the response meets the definition of UDAAP. It was misleading and deceptive. She is now saying although they have already charged me an increased amount they will not refund, and now I have to authorize a change to get the same rate they already promised in the previous response letter. 

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:                      Case Number:                      21973291
              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.
  
  Our records indicate that the digital consent was approved on June 16, 2023, via text message for Connect internet at a promotional rate for 12 months effective June 16, 2023, expires June 23, 2024. Effective June 23, 2024, the promotion will transition to the second-year promotional rate for 12 months, expiring June 22, 2025. The approved consent indicated an estimated monthly bill (includes monthly self-service discount with EcoBill and AutoPay enrolled with a bank account).
  
  A bill generated on June 19,2024, which indicated a payment due. An *** (Electronic Funds Transfer) payment was processed via autopay was posted on July 11, 2024. Effective June 23, 2024,connect internet transition to the second-year promotional rate (with a monthly self-service discount with EcoBill and AutoPay enrolled with a bank account)for 12 months, expiring June 22, 2025. The new promotional rate was first reflected on June 19, 2024, billing statement. Ms. *************************** is being billed correctly.
  
  On July 11, 2024, I spoke to ************** regarding her billing concerns. ************** was provided with the above information. declined to make any change during our interaction. ************** was made aware that we are unable to refund the *** (Electronic Funds Transfer) payment processed via autopay posted on July 11, 2024.The account has a zero balance as of July 11, 2024,after the payment posted. There is no credit balance eligible for a refund.
  
  On July 12, 2024, ************** repackaged the account and approved the digital consent on July 12, 2024, via text message for Connect internet at a promotional rate for 12 months effective July 12, 2024, expires July 22, 2025.The approved consent indicated an estimated monthly bill per month (includes a monthly self-service discount with EcoBill and AutoPay enrolled with a bank account).
  
  Monthly charges *** be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. 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:07/11/2024

  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.

  Was on automatic payments. Changed mobile phone provider. Paid off a phone that had a balance. The mobile account was closed on 6/7/24. On 6/12/ my bank account was charged $158.09. I attempted to contact xfinity and unable to get an answer on the phone number provided on my bank statement and other numbers went in person 6/10/24 acct. doesnt exist so they couldnt help. So Im out the money. My bank cant fix it either. Im a senior citizen on a fixed income raising my grandkids That is a lot of money to my family *** already spent over 8 hours trying to get my refund

  Business Response

  Date: 07/17/2024

  
  July 17, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              *****************************
              **********, ** 19468
  
                Case Number:                    21973203
              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 September 19, 2022, *************** established mobile services with two lines via a BYOD (bring your own device) Apple iPhone 8 and Apple iPhone XS. On December 6, 2022, **************** purchased an Apple iPhone 13 under the 24-month device payment plan. **************** maintained the two active lines of services and one with a device payment plan.
  
  Xfinity does not pre-bill for mobile services, therefore customers are not charged for service until after service is used. On June 7, 2024, **************** cancelled the two mobile lines on the account. On June 10, 2024, **************** was charged for her April 21-May 20,2024, billing cycle. On June 17, 2024, **************** backed out of this payment (disputed with her banking system, funds returned to customer). On June *******, the backout was reversed (monies returned to Xfinity) as the charges were valid.
  
  Currently **************** owes for the prorated May 21-June 20, 2024, billing cycle, and for the remaining Apple iPhone 13 device balance, as this device has not yet been paid off. **************** will continue to be charged monthly for the remaining 4-months (August 10,September 10, October 10, November 10, 2024) left of device payments. In the event Ms. ******* account goes into to a cancellation status for non-payment,the full device balance will accelerate (balance brought forward). I made several unsuccessful call and email attempts to contact **************** to educate her of her account details. There are no refunds/credits due to **************** and all charges on the account are valid. 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,
  
  
  ****************
  XM Executive Resolutions

• Initial Complaint

  Date:07/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* , Hello in 2020 to 2023 I ************************* purchased 2 cell phones one for myself and one for my 12 year old child daughter now upon buying the phone I was asked if I would like insurance on the phone's if either one of them should be lost stolen or damage no about 8 months down the road my phone was stolen and I went back to the store and reported to Xfinity mobile now they tell me that they made a claim report and and was going to shut the phone off however even upon purchased they said I was fully covered now asking for a replacement they told me i was not going to be able to receive one now this is what sparked up a conflict of interest and yet they continue to charge me for a phone and had refuse to replace the first personal one I purchased for myself and so this is the issue at hand here so can some one please help because of them I was un able to purchased a motor vehicle for my child and I to get important appointments. thank you for your time

  Business Response

  Date: 07/24/2024

  
  July 24, 2024
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************************************
  
  Re:       Phillipple *****
              *****************, Apartment G
              *******, WA 99202
  
              File Number:                                        21971668
              Date of Notice:                                     July 12,2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by *********************.
  
  I made several attempts to contact ************** via telephone and/or email. Although I was unable to reach **************, a review was completed on the account. Our records indicate ************** started service with Xfinity Mobile on December 2, 2021, with two lines of service. ************** purchased an Apple iPhone SE and a ******** *********** on a device payment plan with monthly installments for 24 months. Xfinity Mobile Protection Plan which offers benefits like accidental damage coverage, out-of-warranty hardware service, and loss or theft coverage was not purchased for either device. On July 5, ********************* placed an order for a ******** ************ on a device payment plan with monthly installments to replace the device on the ********************** line ending in 8430. Xfinity Mobile Protection Plan was added to the ******** ************ at the time of purchase.
  
  The Xfinity Mobile Protection Plan is handled by a Third Party,Assurant, and all claims are handled through Assurant. As coverage varies based on the state a customer resides in, a copy of the coverage/terms and conditions was mailed to the customer by Assurant.
  
  Per the Retail Installment Contract, You bear the entire risk of loss, theft or damage to the Device from any cause during the term of this Installment Agreement. Even if the Device is lost, stolen or damaged, you remain obligated for the total of the payments. If you qualify and it is available at the time of purchase, you *** obtain property insurance on the Device from us at the time of purchase. You *** also obtain property insurance from others on your Device purchased under this Installment Agreement. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  **************
  XM 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.

  I have had Xfinity as my internet provider for many years and have had no problem with them until they did a so called UPGRADE as they call it about a month ago. I work from home so I have to have my internet up and running at all times. I do understand the occasional issue that come up but my internet never went out until after this so called UPGRADE. I had to take a full day off while they did this upgrade and I was fine with that. They gave me a notice it was going to be down so I used a day of my PTO. So ever since then my internet has been going off and weak connection which affects my work. We have called numerous times and they finally came out and said the problem was fixed. Well now it is 7/11/24 and my internet has been out since 7/8/24! We have called daily and cant get through to a live person. The recording that comes on says that they are aware of the situation and will get it on as soon as possible. There is not any trucks working in this neighborhood to get any of us restored. So now Im having to use up all my PTO time that I have accumulated. I have no more PTO time to use so I will not be getting paid if its not restored by Friday 7/12/24. When I had called a couple of weeks back and I was put with a supervisor the supervisor hung up on me when I was telling him how unsatisfactory their service has been.

  Business Response

  Date: 07/26/2024

  
  July 26,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  
  Re:        ***************************
  ****************************************************************************
  
                Case Number:                    21973050
              Date of Notice:             July 11, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* on behalf of *******************************.
  
  Xfinity records indicate on July 8, 2024,Hurricane ************************* the area causing multiple residential power outages across the State of *****. On July 8, 2024, an Xfinity service outages was declared due to residential power outages. ****************** confirmed his service was restored on July 13, 2024.
  

  The outage fully resolved in on July 17,2024.  On July 15, 2024, I spoke with *****************, the account holder, who declined a service visit. ****************** advised the service started working once the power was restored. 
  
  On July 15, 2024, a service adjustment was applied to the account and reflected on the July 19, 2024, billing statement. As a courtesy, I followed up with ****************** on July 25, 2024, to confirm services are still working as intended. As of today, the signals are within specification. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Regards,
  
  
  ***** L
  Executive Customer Relations