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 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

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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.

  June 25th 2024 Xfinty mobile and internet put is on an upgrade plan. Promised faster internet and told us we had to accept an Apple Watch device. Upon further investigation it was not a cheaper plan nor faster internet. Called back within 24 hours of the upgrade and told that as long as we dont not accept the order through email it would auto cancel. 3 days later fed ex tried to get us to sign for the Apple Watch device. We refused and told them to send back to sender. My husband and I have called Xfinity numerous times with customer service calls lasting sometimes up to an hour or longer. We have got the run around about our service and current bill. Meanwhile we never got refunded for the apple device and we have been getting random charges from Xfinity mobile without explanation. I called again today July 10th and was hung up on without explanation or understanding of what our current bill is and when these random charges (***** on June 25th) will be resolved.

  Business Response

  Date: 07/23/2024

  
  July 23, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:                   Case Number:                      21971391
              Date of Notice:             July 11, 2024
  
  
              ***************************
              ***********************
              ******, ** 93720
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************, an unauthorized user on the account of *********************** regarding Xfinity Mobile service.
  
  On July 15, 2024, I spoke with the account owner *********************** regarding his Xfinity Mobile concern. *************** requested we add ******************************** as an authorized user. On July *******, a how-to document on how to add and assign account roles was sent to *************** via email.
  
  Our records indicate that on June 24, 2024, **************** purchased an Apple Watch SE device. On June 26, 2024, **************** refused the delivery, and the device was returned. The Apple watch was received at our Xfinity Mobile ************* on July 2, 2024. **************** was advised that he would be refunded the initial payment made for the watch and failed to mention that the restocking fee would apply. As a courtesy, on July 15, 2024, a refund was processed for the restocking fee charges. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  On July 17, 2024, a Comcast specialist spoke with the authorized user, ***************************, to discuss her residential internet billing concern and advised her the above information. She confirmed that the issue was addressed by a customer service representative on July 16, 2024.
  
  Our records indicate that the account owner, *********************** was subscribed to Superfast Internet service at a monthly retail rate.The rate does not include any additional services, equipment charges such as modem rental, or applicable taxes, and fees and are subject to change.Additionally, the rate for Superfast Internet services includes a monthly discount for enrolling in Paperless Billing and Automatic Payments using ***************** bank account.
  
  On June 21, 2024, **************** accepted a 12-month promotion term agreement for the Gigabit Internet service, effective June 21, 2024,through June 21, 2025. The rate does not include any additional services,equipment charges such as modem rental, or applicable taxes, and fees and are subject to change. Additionally, the rate for Superfast Internet services includes a monthly discount for enrolling in Paperless Billing and Automatic Payments using ****************** bank account.
  
  On June 24, 2024, **************** accepted a 12-month promotion term agreement for the Fast Internet service, effective June 24, 2024,through June 24, 2025. The rate does not include any additional services,equipment charges such as modem rental, or applicable taxes, and fees and are subject to change. Additionally, the rate for Superfast Internet services includes a monthly discount for enrolling in Paperless Billing and Automatic Payments using ****************** bank account.
  
  On June 26, 2024, **************** accepted a 12-month promotion term agreement for the Gigabit Internet service, effective June 26, 2024,through June 26, 2025. The rate does not include any additional services,equipment charges such as modem rental, or applicable taxes, and fees and are subject to change. Additionally, the rate for Superfast Internet services includes a monthly discount for enrolling in Paperless Billing and Automatic Payments using ****************** bank account.
  
  On July 16, 2024, credits were applied to the account for billing adjustment which will be reflected on the July 22, 2024,billing statement.
  
  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
  
  

  Customer Answer

  Date: 07/25/2024

  [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: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.

  They are not using my payment of $194.80 on June 28, 2024 as a credit toward my bill due on July 9, 2024.They continue to bill me $235.00 every month from someone who fraudulently hacked into my account.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  Attn: Complaint Department
  Better Business Bureau 
  ********************************************************************************************;
  **********************
   
  Re:  *********************
          **************************;
          ***********, CO 80031
  
           File Number:     21971369
           Date of Notice:  July 11, 2024
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau by *********************.
   
  Customer ****************** investigated *********************** concerns and determined that the interactions were part of a scam perpetuated by an unknown third party. The payment was most likely a fraudulent payment submitted by the scammer as part of their scam. Since the payment was not honored by the financial institution, the balance is still owed and can lead to late fees, suspension, and termination of service in accordance with our billing practices.
  
  To verify the legitimacy of any callers that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page and advises customers about common fraud techniques and ways to avoid them.
  
  In reference to ************************* concerns regarding fraudulent payments, in the instances when an unauthorized charge is cleared by any financial institution, regardless of the payee, it is up to the owner of the account to file a dispute with the financial institution.  
  
  The technician also suggested that ********************* re-secure the account login credentials, update contact information, and enroll in two-step verification as an added layer of security.
  
  On August 5, 2024, a Comcast Customer ****************** technician contacted  ********************* to discuss *********************** concerns and apologize for the inconvenience or frustration that ********************* experienced. The technician advised ********************* of the above information. The technician provided their direct contact information so ********************* can contact them with any further questions or concerns.
  
  An Executive Customer Relations representative spoke with ********************* on July 11, 2024, regarding a billing explanation. The representative provided ********************* with the education that a payment of $194.80 was processed on June 28, 2024, and a payment of $215.00 was made on July 10, 2024, from a checking account ending in 7995. These payments both appear on the July 10, 2024, billing statement.
  
  Xfinity records show that on June 14, 2024, a billing statement was generated. This bill included a credit balance and new charges. This bill reflects that multiple payments were made and retuned on the account. 
  
  A payment of for the account balance was made on June 10, 2024. On June 14, 2024, another payment for the account balance was processed, resulting in an over-payment. ********************* has confirmed that these are valid payments processed willingly. Account notes indicate that on this date, ********************* spoke with a Xfinity representative who advised contacting the financial institution and disputing the payment. Xfinity records indicate that this payment was reversed the same date, June 14, 2024, in addition to the payment made on June 10, 2024. This resulted in two check return fees being added to the account. Additionally, a payment was made from a checking account which ********************* has explained that are not recognized.  
  
  Xfinity received a request to disconnect services from ********************* on July 10, 2024, and the request was processed that day. On July 10, 2024, a final billing statement was generated with a credit balance. 
  
  This bill discloses that the payment, which was made on June 11, 2024, was returned on June 28, 2024, and a check return fee was added to the account. In addition, a payment was processed on June 28, 2024, and a payment was made on July 10, 2024. 
  
  Appearing on the July 10, 2024, billing statement are three billing adjustments; a late fee reversal (which was applied on July 9, 2024), a check return fee reversal (which was applied on June 29, 2024), and a courtesy credit that was applied on June 28, 2024. 
  
  The representative advised ********************* that the account balance is correct at this time. On July 14, 2024, a sent a follow-up email to ********************* to recapitulate the above information and to advise of the refund process. 
  
  ********************* will be eligible for a refund on July 25, 2024, and a refund for the credit balance will automatically generate to the last used payment method on file the next day on July 26, 2024. Funds become available within three to five business days, depending on the financial institution.
  
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Customer ******************
  ************
  
  

  Customer Answer

  Date: 08/08/2024

  [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:

  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 Nov 2023 my wife and I upgraded our phone and plans with Xfinity Mobile. We also bought an ipad with our new phones. When we upgraded our plan we wanted to switch to an unlimited plan and were told we had. Our monthly bills had seems correct and were set up for autopay. I was made aware of an abnormally high bill for *** and Jun which is what started my investigation into my account. To my surprise my plan was on pay per gig of data shared across all lines and there was an ipad cell line I never authorized adding. I went to a store on July 8th and talked with an Xfinity rep to resolve the issues. He removed the ipad line, changed our plan to the correct unlimited plan we thought we were on and then instructed me to call Xfinity Mobile directly to dispute my incorrect billing for an adjustment. The Xfinity Mobile call center have given me the run around and made unauthorized changes to my account. On July ******* while waiting for them to transfer me to another fraud department, the Xfinity Mobile rep added unlimited tablet data for $20/month without my consent or authorization. While doing so they shut my wives phone and my phone line off making it impossible for us to use our devices. This poses a huge safety concern to my wife and I and stress inducing. I did not authorize account changes and ********************** reps are illegally making account changes. I feel taken advantage of and robbed. I hoping reporting this will help me find resolution and prevent Xfinity from treating others this way.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:**********************;
  ******************************************************************************************
  
  Case Number:21971254
  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 ************************* regarding Xfinity Mobile service.
  
  On July 15, 2024, I spoke with ******************** regarding their Xfinity Mobile concerns. On November 24, 2023, ******************** first initiated service with Xfinity Mobile with the purchase of an Apple iPhone 15 Pro and an Apple iPhone 15 Pro. Both devices were subscribed to the By the ******** Plan for 1GB of *********** at the time of the original orders. On November 24, 2023, ******************** purchased an Apple iPad (10th Generation) and subscribed to the By the ******** Plan for 1GB of ***********. 
  
  The billing statement for subscribed services from April 22, 2024 to May 21, 2024, reflected a Data overage charge for exceeding the 1GB shared data by 14.6GB. On the billing statement for subscribed services from May 22, 2024 to June 21, 2024, the monthly rate for the shared By the ******** Plan of 1GB reflected the pricing increase that went in to effect on May 1, 2024. The billing statement for subscribed service from May 22, 2024 to June 21, 2024, reflected a Data overage charge for exceeding the 1GB shared data by 15.1GB. 
  
  On July 8, 2024, both Apple iPhone 15 Pro devices were upgraded from the By the Gig *********** Plan to the ******************* Plan. Xfinity Mobile records reflect that the Apple iPad updated to the ******************* Plan on July 10, 2024. The iPad was ceased on July 10, 2024. Our records do not reflect a change or disconnection for the iPad prior to July 10, 2024. Xfinity Mobile records do not reflect a disconnection of service that impacted the Apple iPhone 15 Pro devices on the account during this timeframe. On July 13, 2024, the account was placed in collections for a past due balance. 
  
  On July 19, 2024, as a courtesy, a one-time credit for the past due balance was applied to the mobile account to bring the account out of collections. Additionally, on July 19, 2024, a partial refund for the payment made on the Xfinity Mobile account on June 11, 2024, was requested which will be received within 3-5 business days. I will follow up to ensure receipt of the refund. 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,
   
   
  ****************** 
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/10/2024

  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.

  For the 6th month my monthly bill has changed/increased even though I have not made any changes to my services. There is always a different fee for something that has not been previously explained. My June/July bills shows that I owe $69.85 with $59 in discounts.

  Business Response

  Date: 07/16/2024

  
  July 16, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *******************
              ************************
              ******, AZ 85743
  
              Case Number:                21971021
              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, I spoke to ************** regarding his billing concern. Our records show that ************** subscribes to a 12-month agreement at a 12-month promotional rate for Connect Internet. The promotional billing is valid from September 23, 2023, to September 24, 2024. The agreement is valid from September 24, 2023, to September 24,2024. The account is receiving a monthly discount valid from January 23, 2024,to January 22, 2025, a monthly multi-product discount, and a monthly discount while enrolled in automatic payment and paperless billing. Additional services,equipment, taxes and fees are billed separately.
  
  A review of the billing on the account was completed. I have confirmed that the regular monthly charges have remained the same. However, the billing statements have fluctuated due to international call charges, billing adjustments, and the Affordable Connectivity Program (ACP) credits applied to the account.
  
  The January 20, 2024,billing statement included international call charges. The February 20, 2024,billing statement included international call charges and the partial billing for the addition of World Select 300 and a billing correction. The March 20,2024, billing statement included a service adjustment.
  
  The account was previously receiving an ACP credit. ACP has ended and credits reflected such. The last full ACP credit was received on April 18, 2024, reflecting on the April 20,2024 billing statement. On May 19, 2024, the remaining partial ACP credit was applied, reflecting on the May 20, 2024 billing statement. The most recent statement for June 20, 2024, reflected monthly charges with ACP credit no longer applied.
  
  Please be advised the billing on this account is accurate. Therefore, any request for compensation has been politely declined. 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:Product 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 ordered a brand new IPhone 15 Pro *** from Xfinity on July 7, 2024. I was so excited, kept checking the ***** tracking. On July 10, finally the ***** delivered. As I signed and headed to my room to open it, I found out the box tape was already open. I thought it was some mistake at first. But then I opened the package and lifted the box it felt very light. My heart started pounding faster. When, I finally opened the box, it was empty with just a charger and a receipt. My happiness was crushed and my heart shattered.I went outside to look for the ***** driver, it was too late.As of this writing, I've tried everything from contacting *****, Xfinity and including a police report. I went to the Xfinity store, and on the way I saw a ***** truck. I quickly pulled over and explained the situation. She contacted her manager on spot and I was told to file a claim. I reached the store, the guy said they couldn't do anything about it. Instead made me call 611 and file a claim there.I called 611, which is Xfinity customer support line, and the representative said he opened a case regarding this situation. Also he mentioned, I would get an email within two to three business days asking for any details, photos for tampered box and police report. I filed a police report with local authority as well. Now I'm waiting for the email to pop up. However, reading other testimony, people waited more than three weeks just to get a response.A lot of the other people experienced similar issues. IDK what to do right now, I'm so frustrated.I just want my phone!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Customer Answer

  Date: 07/12/2024

  Today, Xfinity issued a refund and looks like the case was resolved.

  I appreciate BBB and Xfinity working on my case swiftly. 

   

  Business Response

  Date: 07/19/2024

  
  July 19, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       Ankit *****
              , CO 80909
  
              Case Number:               21970998
              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 ***********.
  
  I spoke with Mr. ***** on July 11, 2024, regarding his Xfinity Mobile-related concern. Xfinity Mobile received an order via self-service through the Xfinity Mobile website for an iPhone 15 Pro **** device number ending 5805, as an upgrade for the line of service with telephone number ending 7592 on July 6, 2024. The iPhone 15 Pro *** was delivered on July 10, 2024.
  
  Mr. ***** contacted Xfinity Mobile on July 10, 2024, to report the package received did not contain the iPhone 15 Pro **** and an investigation for a lost/stolen claim was created to address the concern. On July 13, 2024, the investigation was completed. The initial payment received for the device ordered on July 6, 2024, was refunded,and the device was removed from the Xfinity Mobile account.
  
  ************** confirmed receipt of the refund via email on July 17, 2024. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions

  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,
  
  Ankit Thebe
  
  

  Customer Answer

  Date: 07/22/2024

  They have already sorted out my claim. Thankyou BBB. You can close the case now.

• 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 continued to use Xfinity mobile after moving from ******, **. I switched carriers in June, 2024. I asked for a copy of my June statement . Their customer service told me that I had to drive to the closest Xfinity store to get the copy. ******, ** is a 4 hour drive. I told them I was 74 and had issues with driving that far to get a copy of my June bill. I was told by several Xfinity agents that was the only way to get the copy. I found that hard to believe, so I chatted on line with an agent, also. He said the same thing. I asked to speak to a supervisor and was told the same thing.Please help me get this copy without driving 4 hours to Spring and 4 hours back.

  Business Response

  Date: 07/16/2024

  
  July 16, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:***********************
  ***********************, Apartment 119
  ******************************************
  
  Case Number:21958334
  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 Mobile service.
  
  On July 15, 2024, I spoke with ************** regarding their Xfinity Mobile concern. 
  
  As highlighted in the Xfinity Mobile Customer Agreement, all bills and other notices related to your Service will be sent to you electronicallythere is no paper option. You will receive the following categories of documents and information in electronic format only: (1) your monthly bill, (2) this Agreement and your Device Payment Plan Agreement (if applicable), and (3) all other notifications, disclosures and other information that we are required by law to provide or make available to you in writing. We deem all bills and other notices that we send to the current contact information you have provided to be received by you on the date we send them.
  
  ************** requested a copy of the additional device payment plan payment processed on June 14, 2024 for the Apple iPhone device (IMEI ending in 7767) due to not being included in the monthly billing statement. On July 15, 2024, we sent ************** details for the additional device payment per her request to her preferred email address. ************** confirmed she had received the email during our interaction. 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,
  
  
  **************
  XM Executive Resolutions 
  
  

  Customer Answer

  Date: 07/21/2024

  The problem was solved. The head of security contacted me. It's sad that a major company can't let their **************** solve such a small issue.

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

• 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.

  I ordered a phone over the phone with a representative of xfinity mobile. I told the representative my apt number is incorrect, and he assured me that a note would suffice with the correct delivery for the apt number. It was never delivered because it needed a signature. Long story short, the third delivery was rerouted to an access point at ********** Upon entering and speaking to the store clerk, I stated it felt empty, and lo and behold, it was empty and upon discovering that, I called xfinity and fed ex. I put in a complaint and was never told in that conversation that a police report was needed. I never received the phone, and never fully transferred my number over, so I was still paying my current phone line. However, they sent a bill for every month and was charging my debit card a monthly bill. In addition, they sent a bill for the price of the phone to collections as well and the collection agency calls me every day, six days a week. I have called them over 200 times in the last ten months and they assured and promised I am not responsible for it, and that they will alert credence and take it off my credit, but every time I call, they tell me something else. I am so frustrated because I never got the phone and had my own line elsewhere.Xfinity says so many things and I have been a loyal customer with ******************** wifi, but the mobile department is stressing me out.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  1880 ****************************************************************************************************************************
  
  Re:********************************************
  ****************************** J1
  ***************
  
  Case Number:21969354
  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 ******************************************** regarding Xfinity Mobile service.
  
  On July 19, 2024, I spoke with ****************** regarding her Xfinity Mobile concern(s). On September 6, 2023, our records confirm that ****************** purchased a ******* Galaxy S22 in 24-monthly installments, on the One GB *********** plan. The device was delivered on September 13, 2023.
  
  ****************** expressed that she received an empty box on September 13, 2024. When submitting an empty box claim, a police report is also required. Our records confirm that there was not a police report provided in the claim. As a result, the claim was considered as invalid.
  
  Our records confirm that the Xfinity Mobile account was ceased due to non-payment on January 13, 2023. As a result, the remaining balance owed on the Galaxy S22 was accelerated to the next bill due on January 13, 2024. The Xfinity Mobile account was later written-off and sent to collections on February 13, 2024, with a remaining balance.
  
  Xfinity Mobile policy is to start billing for service on the activations date of the device or within seven days from the shipment date, whichever comes first. ****************** was charged on September 6, 2023, for the initial down payment for the device. This charge was later backed out and returned to Ms. ******** financial institution on October 23, 2024. ****************** was also charged on January 2, 2024, for mobile data service. This charge was backed out and returned to Ms. ******** financial institution on January 11, 2024. 
  
  As a courtesy, the Xfinity Mobile account was credited on July 19, 2024, for the remaining device balance and ********************** data charges. This credit was applied to the invoice dated February 13, 2024. The Xfinity Mobile account is now disconnected with no remaining balance owed and will no longer generate new invoices. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  
  
  

• 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.

  1. I purchased 2 iPhone 15 ProMax phones from Xfinity on a promotion that offered $600 off the purchase price with trade in of our 2- iPhone 12 Pros. When the new phones arrived, one would not allow transfer of data from the old phone to the new. 2. Store manager said there was a problem with the phone and advised us to return it under the phones warranty for a replacement iPhone15 3. New iPhone 15 was received, confirmed it worked and sent back the problem iPhone 15 4.Received confirmation that Xfinity has received the problem iPhone 5.On our cellular service was cut off due to non-pmt of a bill. Upon investigation, discovered Xfinity was charging us $1,204 for the returned phone because the Find My.. had been activated on the phone.6.We were told they would return the phone, allow us to remove the Find My.. feature. If returned within 10 days we would not be charged for the phone 7.The phone was never sent to us, despite several attempts to get it. Issue was discussed with multiple **************** reps and Billing reps no resolution 8.On 6/24/24 we received an e-mail stating the matter was now in the hands of Comcast Mobile Executive .., *********** Spoke to her 6/25/24 - unable to resolve the issue, we stated that if we paid for the phone, wanted it back. Told the phone was destroyed and could not be returned. They would, however, deduct $500 from the $1,203.95 balance - no reason given for this concession 9. We have been told that the discount on our new phones is null and void if we pay off the balance early on the phones we have despite a clause in our contract with Xfinity that says we may pay off the debt under this installment Agreement early without penalty No paper trail because they do everything by phone, will not provide copies of "notes" they say they have. We are up against a wall, now face having our service turned off and bill sent to collections

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *************************
              *****************
  *******,GA 30041
  
  Case Number:                     21969068
              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 *************************, regarding Xfinity Mobile.
  
  Mr.Reethss iPhone 15 Pro *** was received by our return warehouse on May 7, 2024,was graded as ineligible for a refund due to the Find My iPhone feature being enabled. This resulted **************** being charged in full for the remaining balance of the device on May 23, 2024, which was not paid, resulting in temporary suspension on June 10, 2023. Services were restored on June 11, 2024,when a repayment plan was created. The device was destroyed and not returned to the customer. On July 17, 2024, I spoke to ****************. I issued a refund for the upfront payment on the iPhone 15 Pro *** and applied an immediate credit for the remaining balance.
  
  I spoke to **************** again on July 19, 2024, who confirmed he received his refund back to his financial institution and that he can view the credit applied to his Xfinity Mobile account. **************** verified the current balance is correct, I also advised that the Repayment Plan has been satisfied as paid in full, due to the credits applied. I apologized for any inconvenience, 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,
  
  
  ******
  Xfinity Mobile Executive Resolutions
  

• 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.

  With our Xfinity internet package, we receive a second WiFi modem and router for Xfinitys Storm-ready WiFi. We just went through Hurricane ***** in *********. In addition to losing cable internet service, the Storm-ready WiFi has no worked, and continues to not work. The Storm-ready WiFi is supposed to use cell towers to provide internet. However, when electricity is down for a community, it is also down for cell towers. Storm-ready WiFi is a gimmick, exacerbated by the fact that were receiving cellular signals with our cellphonesyet, still, Storm-ready WiFi remains down,

  Business Response

  Date: 07/22/2024

  July 22,2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *****************************
              ************* 1/2
              *********, ** 77550
  
              Case Number:                      21968918
              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 ***************************** regarding Comcast Business Service.
  
  On July 19, 2024, I spoke with ******************** regarding her concerns. However, ******************* requested to disconnect her account.
  
  On July 19, 2024, ******************** account was disconnected, as requested, with an effective billing date of July 10, 2024. A final billing statement will be sent on August 11, 2024. 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

• 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.

  My internet bill went from $80 to $142 from June 2024 to July 2024. I was advised that my 24 month promotion was expired, even though when I had Xfinity installed 2 years ago they stated they were having a promotion for new customers on a set price of $80 for 1200 GB service. They explained it would only fluctuate with taxes. Then on July 9 I reached out to Xfinity to see what plans they had and a male customer representative stated he can lower my internet speed to 1000 mbps for $85 for 24 months. Upon reading the contract it stated only 12 months and when I told him that he apologized and stated he was wrong. Today, July 10 I reached out and ******* told me the same contract with no extra charge on a IPad. I asked numerous times if my bill will only be $85 with tax and she stated Yes. Upon reading contracts emailed to me after I signed, I observed that was a lie and that I was paying close to $105 a month for a IPad I never wanted and a service that is decreasing from my current service but cost more than my current service. So I reached out about *************************************************************** they cant cancel the order and to reject delivery and thats how I can receive my refund for the $60 and change one time fee. I advised them it is hard to trust after being lied to numerous times and that I wanted to speak to a supervisor, which they would never connect me to. This is a issue if customers cant trust customer representatives in providing them with the correct information and not trick them into purchasing extra items after advising that it is free with no extra cost. I do have transcripts from chats and pictures if the better business bureau needs it.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *******************************
              ********************
              ***********, GA 31329
  
                Case Number:                    21968865
                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 *******************************.
  
  ******************************* accepted a 24-month promotion for Gigabit Extra Internet on June 15, 2022. The promotional pricing was valid from July 11, 2022, until July 10, 2024.
  
  On July 12, 2024, a member of our Executive Customer Relations team spoke with ******************************* and explained the above information. During the interaction, ******************************* accepted a new 24-month promotional offer for Gigabit Internet. The agreement is valid from July 12,2024, until July 12, 2026.
  
  On July 10, 2024, ******************************* purchased an Apple iPad 10th Generation. The device was delivered on July 13,2024. Xfinity Mobile did not offer any promotions for a free Apple iPad at that time.
  
  A return request was initiated on July 12, 2024, which provided ************************ a return label for the iPad via email. ************************ will need to send the device back via FedEx.Once the device has been graded in like new condition, the remaining cost of the device will be removed from the account, and *************************** device charges will be refunded. I will continue to work with the customer through the return of the device.
  
  Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  
  
  
  

  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.  Also iPad was returned and refund was issued back to me.
  
  Regards,
  
  *******************************