Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,132 total complaints in the last 3 years.
9,096 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.
Recently Xfinity has been working on internet in my area. It's been going on for 2 or 3 days and I lose the internet connection every time I turn on my device TV and phone. My cable router says it's connected with the LEDs I see in the front but when I try to use the internet my devices indicate no ******************** connection.
Business Response
Date: 07/24/2024

July 24, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re: **************************;
*************************************************
******, ** 93737

Case Number: 21972806
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 9, 2024, ****************** service was affected by an outage in his area, causing the loss of service for multiple customers. On July 10, 2024, ********************'s maintenance team identified and corrected the issue causing the outage by repairing a damaged fiber line. On July 19, 2024, I spoke with **************** and confirmed services are working normally.

On July 19, 2024, I applied a credit for the loss of service. This credit will reflect on the August 16, 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
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.
we changed our xfinity internet plan with xfinity on june 19th to $55/month and when i look at my new statement june 21 is $99 then the new future month is over $100, there is so called one time charge $100 i have no idea what was it and it was never being mention to us when we changed the plan. we have confirmed so many times when the new June 21 statement starts, we will have a new 2 year contracts with xfinity and its going to be $55 and there is no extra fee and no extra anything. and our new order was ****************.
Business Response
Date: 07/24/2024
July 24, 2024

BBB of ******************* & ********************
**************************************************************************************************************************************

Re:*************************
4632 *****************.
*****************

Case Number:21972583
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 *************************, a manager on **************** account, regarding ********************** service.

On July 19, 2024, I spoke with ************** and confirmed she is currently subscribed to a 24-month promotion effective June 19, 2024, through June 20, 2026, then standard retail rate will apply. ************** is receiving autopay and paperless billing discount. Additional services, equipment, taxes and fees are not included. The new rate reflected on July 1, 2024, billing statement.

On June 21, 2024, a tech recovery appointment was completed the technician installed the leased Comcast modem and activated the cable outlet. An installation fee was charged to the account, the fee is valid.

On July 11, 2024, a courtesy credit was applied to the account. The credit reflected on July 16, 2024, billing statement. On July 12, 2024, Comcast received a payment that cleared the June 16, 2024, bill balance. With the payment there is a balance on the account which reflected on July 16, 2024, billing statement. Please be advised the billing on this account was accurate at that time.

I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:07/10/2024
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 May 23rd I placed an order with Xfinity for internet service at my new house that has just been built. I had an installation appointment for May 30th and nobody showed up. I received two text messages that day saying that the tech was arriving shortly and then stating that the tech had arrived and would be with me shortly, all of which were blatant lies since I was standing outside the house and no one was there. Multiple phone calls and appointments later, today I had the FOURTH visit from a technician and I have yet to have internet service. I have completely lost faith in Comcasts service, not even the new service problem solving department can get my internet service going in a reasonable time. On July 2nd I was contacted by this department and promised that they would have a solution and my internet running today, however the construction team had not installed an adapter box on the newly ran line on one of my poles. I was once again available at home for the installation and had my time wasted. I find it incredibly frustrating that this appointment was allowed to be created when clearly the infrastructure necessary had not been completed. All I want is proper, basic customer service with an actual solution and acceptable timeline. All of the time that I have lost on the phone and making myself available at the house for these appointments I cant get back, so a final solution is the least I could get. I have lost track of how many calls, tickets and appointments have been made regarding this issue.Comcast has been nothing but consistently disappointing and unreliable.
Business Response
Date: 07/30/2024
July 30, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:       ***************************** *******
            *********************************
            ************, ** 37807

Case Number:                      21972275
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 19, 2024, I spoke with ****************** and confirmed the installation of new services was completed on July 13, 2024, once construction was completed on July 12, 2024. ****************** consented to 12- month term agreement for the Connect more internet package. The term agreement is effective July 13, 2024 through July 13, 2025. The promotional offer is effective from July 13,2024, through July 12, 2025. These promotional prices do not include any additional services, equipment rentals, or applicable taxes and fees. At the end of the promotional period retail rates will apply. The package includes a self-service discount for enrolling in autopay and ecobill. The package also includes a 12-month free modem on a promotion from July 13, 2024 through July 12, 2025.

I further confirmed with ****************** he has not been charged any type of installation fee, subsequently, the request for compensation has been respectfully denied. I apologized 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

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: 21972275

I am rejecting this response because:

The new service was installed on July 13th under a temporary line. I was informed that in 14 days another work crew would come out to our location and perform a final installation consisting of a buried cable. I called to update the cable bury request on the 14th since it had been made with no preference to receive a phone call before that took place or to be home during installation (which was contrary to my preference). During that call the representative informed me that they had an appointment available on Tuesday the 16th between 8am and 8pm, which I accepted. I asked and confirmed if that was an appropriate appointment for my needs and the representative assured me that it was. It is obvious that a major leadership and training problem exist, since once again Xfinity delivered on NOT showing up OR calling, so I made myself available one more time for nothing. The 14 day window has closed and I never received any other updates on when the final installation will be completed.

Regards,

***************************** *******

Business Response
Date: 08/06/2024

August 6, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re: ***************************** *******
*********************************
************, ********

Case Number: 21972275 - Rebuttal
Date of Notice: July 30, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** ******* regarding Xfinity service.

On August 2, 2024, I spoke with ***************************** ******* and confirmed that the installation of new services was completed on July 13, 2024. The service was installed with Connect More Internet, which is billed monthly, not including equipment taxes or service fees. On July 13, 2024, a temporary cable was placed while we were waiting for the lines to be marked by a local utility company so we could bury the drop line. On July 31, 2024, the drop line was buried to resolve the safety concerns. 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: 08/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this has been a complete waste of time. The business did not even attempt to address my concerns regarding the visit that was scheduled for Tuesday and nobody showed up. Most importantly, the business stated that they were waiting for the local utility company to come out to my address and **** the existing buried power line and that NEVER happened. I was present during the cable bury and had to show the crew where my existing lines are buried. I dont see the point in continuing to voice my concerns with a dishonest business that does not values its customers time.

Sincerely,

***************************** *******
Initial Complaint
Date:07/10/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xfinity hasnt given us functional WiFi or made an attempt to connect the issue.
Business Response
Date: 07/18/2024
July 18,2024

BBB of ******************* & ********************
**************************************************************************************************************************************

Re:       *********************************
            ****************
            Hope, IN 47246

              Case Number:                    21972262
Date of Notice:             July 10, 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.

Our records reflect that ********************************* 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 apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

**************
Executive Customer Relations
Customer Answer
Date: 07/25/2024
Can I withdraw the complaint? it was resolved. Thanks
Initial Complaint
Date:07/10/2024
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 added two cell phones to our existing Xfinity account in December at the Xfinity store under the **** promotion. When we received our first bill, I noticed the credit was never applied. I called the store who then called customer service and I was advised that I had to call customer service at the end of every month, before the billing cycle started , to have them manually apply the $30 credit to our account, there was no other way. They told me there would be notes in the account regarding this. I have been having to call in an do this every month, just to get the promotion I signed up for. For the past month and a half I have been receiving an error on the Xfinity app when trying to access my mobile bill and was told they were aware and looking into it. I then requested a copy of the bill emailed and noticed the credit was never applied for the bill to be taken out of our bank account in July, even though I called in the end of June to have the credit applied. The representative told me that I should have never been eligible for the **** promotion, as we were receiving a $10 discount on our cable bill. I was never told this or I would have never signed up for the promotion or added two lines. Additionally the representative on the phone told me I had to go in the Xfinity store , to verify all of this. I went in the Xfinity store while on the phone with this representative and the store representative was the same one who sold me the **** promotion and verified everything I said. I was told then by the representative on the phone that he notated it on my account and it shouldn't be an issue again. I asked to speak to his supervisor , due to the inconvenience and the supervisor who also sounded like the representative told me I would not be eligible for the promotion any longer and this would be the last month I get the credit. I asked to speak to his supervisor but was never transferred to a live person.
Customer Answer
Date: 07/12/2024
I received a phone call from an executive at Xfinity within 24 hours of submitting the complaint. They provided a resolution to the problem and their direct contact information if there are any additional issues.
Business Response
Date: 07/30/2024

July 30, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re:       *******************************

            PA 17078

            File Number:                21972148
            Date of Notice:             July 10, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* an authorized user on the account, regarding ********************** service.

On December 14, 2023, ******************* purchased two iPhone 15 devices. At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other discounts are not eligible for this promotion.

******************** did not satisfy the promotional requirements because she was already receiving another discount of her Xfinity residential bill. As a courtesy, ******************** has received credits equal to the value of the promotion.

On July 11, 2024, I explained this information to ******************** and provided her with the steps to access online billing using the primary user ID for the ********************** account.Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

**************
Xfinity Mobile Executive Resolutions
Customer Answer
Date: 07/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************************
Initial Complaint
Date:07/10/2024
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.
In March (3/30/2024) I reached out to Comcast about an issue with service, but also asked about a recurring charge we had for a modem that was lost after being given to the tech who connected our service when we moved into our home in 2018. The $10 charge for 6 years on a modem that was no longer in our possession caused us to be charged $720. The customer service rep spoke to a supervisor who said they could not refund the amount, but could credit 120 days, or 4 months of service, to which we agreed. We were told the credit would apply the following billing period, however in May we were still charged for service.In May I chatted with someone via the chat feature on xfinity.com and asked about the credit and reexplained the situation. The customer service rep stated that he looked into the situation and confirmed he could see the notes, then stated he credited $30 and ended the chat. In June (6/5/2024) I followed up by calling, and spoke with a representative who was able to solve a separate issue related to a service we were no longer using but the charge continuing to show up on our bill. We had been charged $100 for this service that was supposed to be removed in March and she was able to get the recurring charge removed, and credit us $60 that day. She shared that she would credit an additional $40 the following day since there is a cap on how much can be refunded each day. I was then disconnected and when I called back, I spoke to a different representative, and had to reexplain the situation with the modem credit (120 days of credit promised in March). She informed me that the issue had to be pushed to another team and I would hear from them within 10 business days. It is now July, and we were again charged for service and I never received a call, email, or text from the "other department" about the 120 day service credit.
Business Response
Date: 07/31/2024

July 31, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       ***************************

,IL 60014

              Case Number:                    21972092
            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 reflect that ******************************* is not an authorized user on the account in question and this was discussed with the account holder on July 29, 2024. ****************** 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 ****** 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:07/10/2024
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.
Im now rewriting this complaint so this version will be shorter.July 7th my phone goes in the river and Im without a phone I use for business despite having Xfinitys top of the lone support and best phone in the word. My first attempt to file a claim was unsuccessful be cause my line is still in part assigned to a 202 area code number despite having ************ for more than 20 years .I had to order under a number 202 to get the phone (despite exectative relations saying they undid the damage a prior technician did to my account (and I claim it was deliberate)So, later that night, on the 7th, it says the phone is shipped (but no tracking)The next day is says not shipped and still processing (another lie).It does later finally ship and I get it today. And after hours on the phone with apple and Xfinity, and Xfinity agent *** taking the issues up tot eh advanced support team (ticket and name of advanced support agent included below)Advanced team support Chinhoihnuam Zoh ticket number ecm0008398395 they say my phone cant be activated. So, ive wasted a night and have a paperweight to show for it. I could hardly work today without my phone and im falling way behind. **************** says to wait 48 hrs and try again. This is not my fault. Exectative relations again *** is ineffective and wish to complain about her too! When will I get a working phone, goin to contact insurance company next
Business Response
Date: 07/22/2024

July 22, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re:***************************
********************************************************************************************

Case Number:21971909
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 *************************** regarding Xfinity Mobile service.

On July 11, 2024, I spoke with **************** regarding his Xfinity Mobile concern(s). Previously on May 30, 2024, mobile number ending ***** was inadvertently changed to mobile number ending *****. On May 31, 2024, mobile number ending ***** was recovered and confirmed it was working as intended. There was a visual error on the account that was corrected on July 8, 2024, where the account was still displaying phone number ending *****.

Xfinity Mobile can only confirm that **************** submitted one Assurant claim for his iPhone 15 Pro **** that was lost on July 7, 2024, and it was approved. The replacement device was shipped on July 9, 2024, and delivered on July 10, 2024. I advised **************** that Assurant is responsible for the shipping of the device and all tracking information. On July 10, 2024, **************** reached contacted Xfinity Mobile to have his replacement device activated and was inadvertently advised he needed to wait 48 hours from the time he received the device.

On July 10, 2024, a ticket was created stating that **************** was advised he would need to wait 48 hours from the time of delivery to activate the replacement device. The ticket was closed with no progress or changes made to the account.

On July 11, 2024, the device was activated on the network and confirmed working as intended. On July 11, 2024, a request was submitted to have the replacement device updated to the account to reflect with the correct ****. On July 19, 2024, the **** was successfully updated on the account.

On July 12, 2024, I offered to honor the previous courtesy credit for one month of service, a credit for a Lyft ride and any additional Uber/ Lyft receipts he could provide while we were attempting to resolve issues, and a credit for the delay in resolution for getting the replacement device activated. **************** will need to contact me to accept the credits by August 5, 2024. I apologized for any inconvenience this may have caused while attempting to resolve this matter.

I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

**********
Xfinity Mobile Executive Relations
Initial Complaint
Date:07/10/2024
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.
After explaining my previous complaint to the BBB, an employee of Xfinity by the name of '********' called & left me a message stating that the company would credit my account for two months of service rather than the three months I had been told by a supervisor there by phone, and who had provided a code # for, and which I had provided to, '********'. '********' left this information on my home answering machine, and the many times I've tried to call him back to inquire about the missing 1 month's worth of credit, he has not answered my calls, nor returned my many messages. '********'s' phone # also appears to now not be in working order as the phone just stops ringing after one ring which leads me to believe that perhaps, '********' possibly used a burner phone to call me with, or does not want to discuss this any further. Also, my cable was disconnected for the 2nd time during this entire, ongoing SNAFU with Xfinity which has lasted for more than 5 MONTHS- it was all caused by a bad drop cable from the telephone pole across the road which leads to my house!!!! I'm NOT HAPPY WITH ************************************************ as their customer service is completely horrid, and has caused me undue stress during some challenging times which have been going on with my family.
Business Response
Date: 07/23/2024

July 23, 2024

BBB of ******************* & ********************
******************************************************************************************************************************************

Re:       *****************************
            *************
            ********************, ** 05001

            Case Number:               21971840
            Date of Notice:             July 11, 2024

Dear Sir/Madam: ************ letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding her Xfinity service.

Our records confirm ******************** is currently subscribed to Fast Internet and Xfinity *********************** effective February 24, 2023. Any additional equipment, service, tax, or fee is billed separately and subject to change with 30-day notice.

I made several attempts to contact ******************** via telephone and email. ******************** responded to my initial email on July 12, 2024, ******************** did not respond to a request to authenticate the account therefore no information was provided.Although I was unable to reach ********************, a review was completed on the account.

On June 27, 2024, ******************** reported a service issue and requested compensation under complaint *******, which was responded to on July 9, 2024. On March 8,2024, a service visit was completed, during which time the technician diagnosed and corrected the service issue by replacing defective drop connectors. On March 11, 2024, another service visit was completed, during which the drop was replaced. On July 3, 2024, the prior case manager spoke with ******************** and verified that services were working correctly. ******************** was not charged any technician service visit fee for either appointment.

Our records indicate that on June 10, 2024, service was suspended due to non-payment. The account was placed back into non-pay status on July 8, 2024,due to a delinquent balance. In order for service to be restored, either the past due balance would need to be satisfied or a payment arrangement would need to be processed.

On July 5, 2024, the prior case manager applied a credit for the service-related issues. This credit was reflected on the July 10, 2024 billing statement. On June 27, 2024, a previous credit was also applied for service-related issues.That adjustment was also reflected on the July 10, 2024, billing statement. The total credits are reflective of three months of service. The account is chronically past due with payment being received after service suspensions for non-payment. On July 8, 2024, the account was suspended for non-payment and carries a past due balance. The account is billing accurately and no further credit will be applied. 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 of this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

**************
Executive Response Team
Initial Complaint
Date:07/10/2024
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.
We switched to Xfinity mobile on 12/22/2023. At that time they were offering a promotion of a $100.00 gift card if you purchased a phone from them. We purchased the phone but still cant get the $100. gift card. I have an employees signature to confirm this promotion but still can not get it. Ive called dozens of times but still cant get this resolved.
Business Response
Date: 07/30/2024
July 30, 2024

BBB of ******************* & ********************
******************************************************************************************************************************************

Re:       *************************
            ******************
            ******, ********

File Number:             21971829
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 *************************, an authorized user on the account of *************************, regarding Xfinity Mobile service.

On December 22, 2023, ****************** added four lines of Xfinity Mobile service with three customer-owned devices and one purchased Apple iPhone 14. Between December 7 and 21 2023, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card, provided they satisfied certain requirements. To qualify for the promotion, customers were required to port in a number from another carrier, bring an eligible device, and maintain their account in good standing without experiencing any interruption in service for 90 days.

****************** did not satisfy the promotional requirements because she added her lines after the promotion expired.

Upon receipt of this complaint, I contacted ****************** and explained the above information.
Although, ****************** added the lines after the promotion ended, per Xfinity Mobiles Price Protection, we will honor the promotion up to 14 days after the promotion ended. On July 19, 2024, I advised ****************** she will receive a Prepaid Card within 1 to 3 weeks.

Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

**************
Executive Customer Relations
********************************

Customer Answer
Date: 07/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Xfinity Mobile by phone to discuss the security/ technical issues with my ************* 5G received by mail from Comcast in August 2023 within the return period. I transferred the number and closed the account due to the device having issues with its hardware since its receipt. I again contacted Comcast regarding this in October 2023. I last contacted Comcast regarding this March 2024; there was no resolution. Callers cannot hear me at all. I tried to resolve this issue through Xfinity Mobile customer service however they could not assist. I previously received compromised or defective devices by mail therefore a police report was filed; the ******** phone was included in the list of devices I received to have been either compromised or defective/ unusable for whatever reason. I have attached the report as well as a screenshot of the ********************** for the device showing its hardware failures of the proximity sensor, Wi-Fi and Bluetooth. I inquired on upgrading the device in order to keep my mobile service however I was informed the device was not eligible for upgrade. It was requested I pay the device balance, now ******, despite the device not being secure or functional since receiving it. They informed me to contact ************************** to assist with resolving the balance on the account for the defective device as they were unsure how to handle the issue and stated they would note the account. My ********************** account number was **********. My ********************** phone number was ************. I was contacted by **************************; it was advised to send the device to ******** for warranty repair to which I will however am requesting the account balance be placed on hold to be kept current through Xfinity Mobile until the device is serviced and returned by ********. Its not reasonable at this time to pay the monthly installment for the device until its serviced, returned and confirmed to be secure and functional. Thank you in advance.
Customer Answer
Date: 07/12/2024
Hello. I submitted the following detailed complaint online against **** through the BBB website. I received a notice the complaint sent however it had a red error message notification next to it. Could you please confirm the complaint has been received as I have not received an emailed confirmation number for the submission of this complaint. First name: ************** Last name: ********** Email: ********************************** Phone: ********** Street address: ****************: ** City: Pitman Zip: ***** Country: *** Edit Description of complaint: On 10/1/2021 I purchased a **** Latitude Laptop from Comcast as an Internet Essentials customer. The laptop was shipped to ************************************. It was received on 10/16/2021. The laptop was purchased with the intent of training, which was not to start until December 2021- January 2022. The laptop remained in the box until the training started. The laptop was received defective/ corrupted and unusable. I had contacted Comcast customer service regarding the device being defective and had asked customer service for assistance with troubleshooting the laptop, or worst case, initiating an exchange. I was informed that the laptop could be serviced by **** under its warranty. I contacted **** for assistance with this matter by phone and online. **** stated they could not assist with the issues I was having with the laptop. They stated I had to contact Comcast to request an exchange. I recontacted Comcast, they informed me they could not assist with any technical issues I was having with the laptop. They stated they could not make a warranty exchange. I brought the laptop to Comcast retail. They could not assist with troubleshooting the laptop and could not exchange or issue a refund for the laptop. The laptop was unusable leaving a $****** financial loss due to both Comcast and **** stating they could not assist with refund, exchange or repair despite it being under warranty. As I was injured and left untreated for over a year due to insurance denials, I was laid out on the floor waiting to be seen by specialists (not seen until July 2023) leading to a delay in finding an alternative to recovering the loss - hence the delay in filing this complaint. I attempted to recover the financial loss through Liberty Mutual under my renter's insurance policy. Liberty Mutual stated that despite the laptop being a named peril it could not befiled as a loss due to the loss not meeting or exceeding the deductible. I have a $500.00 deductible; the laptop was $******. Desired settlement: Refund Money paid to business: ****** **** Order #*************
Business Response
Date: 07/24/2024
Please see attached
Customer Answer
Date: 07/24/2024
[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 ********, regarding the **** Latitude Laptop received, to which **** failed to establish contact to a make repair under its one-year warranty. I do find that Comcast's resolution of providing a credit to the account, is satisfactory resolution to me.

Regards,

***********************************

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