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

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

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  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a bad internet cable in Dec 2023. Xfinity came out and replaced the cable in Dec 2023. I have called over 30x times to get this cable put underground, they have scheduled atleast 23 appointments in 2024 since april with no shows. In June 2024 (2) contractors came out and just fixed my cable because it has been ran over to many times. My internet keeps going out since Dec becuase me and my neighbor keep running over either in the driveway or by lawnmower. I have talked to every customer service representative from *****, *****, and other countries promising me that the people are coming to bury my cable. Nobody has shown up to so. They aren't wanting to credit me for the time my internet has been going it and out because it gets ran over. They told me they don't bury cable between Dec- Feb which is false information. I can't complain to Xfinity because there is no way to call the headquarters or complain on their site. So this is my only way to go. As of July 12, 2024 my cable is still sitting on top of the ground and internet goes in and out. **************** is rude and so are the managers. They tell me if its working they can't credit my account, but I told them it works as long as nobody runs over it then I have to go out there and jiggle.

  Business Response

  Date: 08/16/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***********************
              *****************
              Olive ******* MS *******************           Case Number:                    21979553
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 15, 2024, I spoke with ************ regarding his service concern.  On July 15, 2024, I explained to ************ that I sent email correspondence to technical operations regarding the drop concern and service.
  
  On July 26, a technician came out and replaced the Aerial drop, and referred the underground drop to our underground construction team.
  
  On August 5, 2024, technical operations team confirmed that the Aerial drop has been replaced, and the underground drop to Mr. Hills home was replaced and buried.
  
  On August 12, 204, I spoke with ************, and he confirmed all lines had been buried and all down line was removed from the property. ************ made a request for the line at the utility pole by his shop to be tapered neatly and raised. On August 12, 2024, an update was sent to technical operations regarding the lines at the shop utility pole. 
  
  On August 13, 2024, technical operations responded via email and confirmed that this was completed. On August 14, 2024, a detailed message was left for ************ confirming all concern has been addressed.
  
  On August 14, 2024, a service adjustment was applied for services billed from June 14, 2024, through July *******. The credits will be reflected on the billing statement dated September 11, 2024. 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:07/12/2024

  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.

  Sat July 7 I called Xfinity because. My Cable Tv wasnt working .. after trying to assist me by phone the decided to make an appt for July 11.. Five days out.. Frm 8-12pm.. waited all day no one showed . Two days prior July 8 .. someone called to Verify if I still needed Svc I said yes.. at the end of my appointment day I called to complain about no show and asked for a supvr.. she said none was available.. Ive called at least 15 times got no results. Cant contact *************** to complain.. Now they are asking me to wait another 5 days..This is unacceptable.. Im paying ****** month for TERRIBLE SERVICE..Please help Me! Can be reached ************ ************************* I am still without Servicee since July 7

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
  ***********************************************************************
  
                  Case Number:                      21979440
                  Date of Notice:             July 16, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I made several attempts to contact ***************************** via telephone and email.Although I was unable to reach **************, a review was completed on the account. Our records indicate that on July 16, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the ** Box as well as referring to maintenance. On July 16, 2024, a ticket was created and resolved on July 16, 2024, after making a repair at the tap. We confirmed the signal levels are within specifications.
  
  On July 31, 2024, a credit was applied to the account for the service issues. The credit will reflect on the August 7, ************************** order to resolve this matter, contact with ************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:07/12/2024

  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.

  On May 28 I tried to file an upgrade for my daughters phone, Was informed that they couldnt do it due to my husbands credit. I hung up the call stating I was going to leave their business. They called me back at 12:41 PM on the 28th from ***********, The woman that called promised me that she was giving me a $3000 credit line and making it so all four lines could be upgraded. We are only allowed one with a $500 credit line which does not even cover one phone. I verified that day 24 hours that told me the credit would be there gave it another 24 hours after that and called back was told I would receive a callback from supervisor there was no contact. I waited a week call back was put on hold for six hours and the call was never answered by a supervisor as I was told they were supposed to open up another ticket and I would receive information I waited a month on July 10 with a great person she supposedly resolved everything and we had a watch and a phone on the way I called back today. They are refusing again. They will not check the phone calls as I request and are refusing to do the upgrade at this point theyre breaking the law. They promised me that they were going to do it and not once, 2xs again, I tried to call to fix the problem I was put on hold for two hours is still not resolved and again was told I was going to be called back not banking on it hence why Im contacting you if you pull all calls related the 1241 on May 28 for four minutes is not documented in my file is under my husbands name ***************************** referencing which supposedly has been put up to executive level. Im not banking on. It is under case ELS04875704. I would like to have help regarding this matter as it is now almost 2 months later And the stress of it is causing my health issues to get worse. Ive included a screenshot of the phone number. Call time and call length to show that I have proper proof. I also have pictures of the hold time if needed.

  Customer Answer

  Date: 07/12/2024

  The executed call me back today and he reviewed my past history of payments said that they were immaculate and then still refused to help. The old account is under my old address if you need it, please contact me.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
              ********************
              ****, ** 17402
  
              Case Number:                21979390
              Date of Notice:               July 12, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************, authorized user on the account of ***************************** regarding Xfinity service.
  
  On July 12, 2024, I was able to speak to ****************** regarding her Xfinity Mobile concerns. Our records indicate that ****************** started service with Xfintiy Mobile on November 30, 2023, and currently has four lines of service.
  
  Per Xfinity Mobiles Credit Screening Policy, when a new Xfinity Moible customer subcribes to ********************************************* for at least six months, an internal liability check determines the customers Device Payment Plan and total line eligibility.Internal Liability check results are based on the tenure, billing history, and payment behavior on the customers residential ********************** services account. Based on ****************** internal liability check, she would not be eligible to purchase both an iWatch and Apple iPhone on a device payment plan.
  
  After researching the account, it was determined ****************** was advised incorrectly of her internal liability check results. Based on our findings ****************** was offered the following as a courtesy: after she purchased an Apple Watch on a device payment plan, which would require she pay the taxes and a small down payment, we would remove the balance of the device, resetting the credit limit for an additional device at the end of her bill cycle on July 29, 2024; she could then purchase an Apple iPhone on a device payment, which would require a she pay the taxes on the device and a small down payment; and we would refund refund the taxes and down payment, leaving ****************** with monthly payments for the Apple iPhone.
  
  On July 12, 2024, ****************** purchased an Apple Watch on a device payment plan.On July 17, 2024, the device balance of the Apple Watch was removed and reflected on the July 29, 2024 bill invoice. I will continue to work with ***************** in the upcoming days to provide resolution.
  
  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,
  
  
  **************
  XM Executive Resolutions

• Initial Complaint

  Date:07/12/2024

  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.

  Comcast cable attached a cable wire across the front of my property causing damage. I initially filed a damage claim for them to remove the cable (claim# ECM0007875321 on 10 June. They said they would call back within 24 hours (no call). I contacted them back on the following dates: 11, 18, 25 June with no response. I also contacted them back on 1 July. They gave me another claim# ECM0008224834. They said a technician would be in contact, but yet no one has. I need them to remove this cable and repair / repaint the soffit damage they caused.

  Business Response

  Date: 07/22/2024

  July 22,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***********************
              *********************
              *****************, ** 32413  
  
                Case Number:                    21978882
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 17, 2024, I spoke with **************** and explained on June 10, 2024, a ticket was placed in for damage complaint where it was closed on June 10, 2024, as invalid. The ticket was closed because it was confirmed the case was inadvertently created for a damaged lawn.
  
  On July 1, 2024, second ticket was created to remove a cable line on the outside of the residence that was closed on July 3, 2024. On July 19, 2024, I communicated via email and explained the technical operations team spoke to **************** on July 17, 2024, where we informed him, that Xfinity did not run the line from his residence to a separate residence located at the rear from the tri/quad plex.
  
  The technical supervisor confirmed with the service technician who utilized the existing cable line that goes into the home near the power to complete the installation. Xfinity confirmed that an electrician or someone else ran this line in question that was not Xfinity. The damage claim has been denied by Xfinity.
  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: 07/23/2024

  [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:07/12/2024

  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 work from home. I have been without home internet since Monday July 8th. I have tried to contact Xfinity but they blocked all incoming calls and unable to get thru. There is only a message about outage in your area and we are working on it. It is now Friday and I have not been able to work, There is ZERO communication from Xfinity whether in text or email giving any kind of acknowledgment of the issue and status update about resolution. I want Xfinity to credit the days without service and to cover an alternative hotspot I am getting today as I may lose my job.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *******************************
  
              , TX 77084
  
              Case Number:              21978860
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity *******.
  
  Mr. ********** area was impacted by Hurricane ***** that resulted in the interruption of communications and utility *******s for thousands of customers. Mr. ********** ******* was without electricity until July 16, 2025, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity ******* on July 16, 2024.
  
  On July 18, 2024, I spoke with ********************** and confirmed *******s were restored. On July 18, 2024, a credit was applied to the account for the *******-related concerns.The credit will reflect on the August 12, 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.

  7/10 xfinity sales employee signed me for bext 2 years of home internet at $95/month Same time ge offered bundle deal if I move Cell phones to xfinity. Upon checking all the details I was ** firmed we can add 3 phones and one separate smart watch with his own cell reception and phone number. I agreed and asked to have this mobthly total swnt to me to have a proof what I agree for. I was told not to worry, thet it will be all at my first bill exactly as we speak. Next day he called back and I agreed to transfer all four devices. After 4.5 hours on the phone with 3 different xfinity employees we were able to transfer 2 cell phones. Next we got to the smart watch. At that time I was told xfinity does not provide an option to add a smartwatch as a separate cell device (I was making sure day earlier explaining exactly devices I have). So all my time was just wasted. Now I have to call back my original cell provider ******* to move back 2 devices we transered back to them. Another process ...While I was talking to last Xfinity person that was helping set it up, she said she feels sorry for me and she is aware xfinity sales tells lies just to show sales numbers. This is just unactaptable and shady ! I'm looking to be paid by Xfinity for my time that I'm wasting for this due to their lies So far 4.5 hours and will add tomorrow process with taking back two phones to ******* My charge is $50/h

  Business Response

  Date: 07/22/2024

  
  July 22, 2024
  
  
  Better Business Bureau
  1880 *********************************************************************************************************************************
  
  Re:       *************************
              1350 Bridgewater Ln
              **********, IL 60047
  
              Case Number:               21978340
              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.
  
  I attempted to contact **************** several times to discuss all concerns. While my attempts were unsuccessful, our records indicate on July 11, 2024, **************** ordered four eSIM cards for her Apple iPhone 13 Pro (Graphite), Apple iPhone 13 *********************** iPhone 15 Pro, and Apple Watch SE Aluminum 40mm to participate in Xfinity Mobiles Bring Your Own Device (BYOD) program. **************** successfully activated the Apple iPhone 13 Pro (Graphite) and Apple iPhone 15 Pro on the Xfinity Mobile Network and began being billed.
  
  Xfinity Mobile offers cellular service for smartwatch devices, as lines of service, but are connected and utilize the phone number they are synced with on the account, not as a separate mobile number. Smartwatches (GPS + Cellular) on Xfinity Mobile include unlimited talk and text for a Smartwatch Fee of $10 per month. Watch data will count towards the host phones data.
  
  **************** is not under a service contract and does not owe against her device. If she would like to switch mobile carriers, she can do so anytime. **************** will need to gain her port-out PIN through the ********************** website, which is valid for 24 hours.If **************** would like to terminate her Xfinity Mobile service, she will need to contact the Xfinity Mobile ****** of ********** at **************.
  
  Xfinity Mobile does not offer compensation for personal time spent on resolution or lost wages. As such,****************** compensation request is respectfully denied. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about May of this year, Xfinity (Comcast) of Florida terminated their contract with Bally sports and therefore discontinued providing those channels (Bally Sports Florida and Bally Sports Sun) to their customers. They proactively announced that those customers would receive a refund for the portion of the bill that those channels represent and that future bills would be reduced by that amount. I have received and auto paid 4 monthly bills since that announcement and they have all been for the same amount I have paid for the last few years. After each bill / payment, I called the Xfinity customer service and was told that I would see the refund / bill adjustment in my next invoice. I just received my fifth invoice done the discontinued service and still no remedy. I'm not looking for punishment ... I just hate paying for something I'm not receiving.

  Customer Answer

  Date: 07/12/2024

  The $20 dispute amount specified does not represent the amount that I am trying to recover; it is the amount of my monthly bill / payment. Xfinity Customer Support has not been able to provide a $ amount of the proposed refund / adjustment, nor do they provide a breakdown of the monthly charges. As part of this complaint, I would also like to request that the monthly invoice include a breakdown of how much I am paying for each service provided.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *******************
              ********************
              **********, FL 32967
  
              Case Number:                      21978103
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  Comcast, like all other TV providers, pays negotiated fees to video programming networks and broadcasters to bring their channels and shows to Xfinity TV customers. When a contract expires, we renegotiate with the goal of continuing to carry the channel at a reasonable price. Comcast is committed to providing programming its customers want at the best possible value to them; if a programmer is unwilling to reach a renewal agreement on reasonable terms, Comcast *** have no choice other than to
  remove its channels from the lineup. Comcast does everything it can to prevent this from happening and
  has reached thousands of agreements without interruption. Customers can learn more about how ******************** works to bring customers great content at the best value it can by visiting www.xfinity.com/HowItWorks.
  On April 30, 2024, Comcasts agreement with Diamond ************ (DSG) to carry its regional sports network (RSN) Bally Sports expired. As a result, Comcast is no longer authorized to carry Bally Sports
  with Xfinity or Comcast Business, including any related programming on Xfinity Stream.
  
  On July 17, 2024, I spoke with **************** to advise him of the above information. Our records indicate that **************** receives Xfinity ******************* through his ********************** (HOA) which includes ******************* Performance Internet, HD technology fee, DVR Service, 2 TV Boxes, 1 TV Adaptor, and Internet equipment.The account is subscribed to Digital Preferred upgrade with MGM+ subscription Video on Demand at retail rate. Because **************** is enrolled in bulk video services his account is not billed the Regional Sports Network Fee (RSN) and would therefore not be eligible for a refund of the ****
  
  On July 12, 2024, and July 17, 2024, courtesy billing adjustments were applied to the account and will reflect on the July 19, 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,
  
  
  Gay R.
  Executive Customer Relations
  

  Customer Answer

  Date: 07/31/2024

  [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: 21978103
  
  I am rejecting this response because:
  

  I do not know ****************! I recognize the name of Gay from my communications with Xfinity and acknowledge the adjustments made to my billing account. But as I told ***, I am not happy with the resolution and in no way satisfied. Yes, I am a member of a community that has negotiated special rates for the ************* but I added a Sports package (which included the Bally Sports channels) to my service for an additional charge and I do not understand why one group gets a refund for the lost service but another group does not. Though Comcast has apparently resolved their dispute with Bally Sports and we supposedly will be getting the channels back on August 1, I an still confused by the apparent discrimination against one set of paying customers and therefor not satisfied by the explanation for the loss of service for 3 - 4 months ... in the heart of baseball season.
  
  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.

  Account #******************* Visited the Xfinity store in *********, ** on one of the last days of April, 2024 to set up service at a new location that I was moving to in *******, **. I was having knee replacement surgery on May 1, 2024 and remained in the hospital or medical rehab until May 31. I instructed ****** at the Ridgeland store that my granddaughter will be calling to set up the appointment to INSTALL my service at a later date. *************************** called Eliott to set up the installation for May 30. She waited the two appointment hours and no one appeared and Xfinity cancelled the service. ***** called ******* and he was able to arrange an installation on May 31 (however only partial service for my bedroom). Xfinity continues to bill me for service since May 8, 2024. My service was installed on MAY 31, 2024. Xfinity cut off my service on Friday, June 7 for a past due payment of $49.30 since their billing time ran from June 7 to July 7. I paid the $49.30 at the Ridgeland store so I could get my service restored. My daughter and I both continued to inform them that I had no service until May 31. They finally credited me $103.12 On June 20, Xfinity cut off my service again for no payment even though I had service for 20 days and therefore I DO NOT WANT THEIR SERVICE and have returned their equipment due to the fact that if you are unhappy with their services within 30 days, you have no contract and can cancel the service. Today I received a bill for $183.48. My agreement with Xfinity was only for $152.42 a month. I have only had their service for 14 days that hasn't not been paid at $5.01 day for a total of $70.14. ( I am sending you a copy of some of the bills.)Plus they owe me a credit balance for phone service that i discontinued on Account ******************* for $22.78. I never could get the *** number for my old cell phone number from them after spending a total of 4 hours on the phone. Old phone remained working for days.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  
  Re:       ***************************
              ****************************************************
              *******, MS ******************************************************************************************************* Case Number:                      21977903
                  Date of Notice:             July 12, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  ************** did not make a full payment on her account for each billing statement generated from May 8, 2024,through May 31, 2024.  As of June 4, 2024, Ms. ****** account reflected a past-due balance, for which payment was due immediately to avoid a service disruption.  On June 9, 2024, June 10, 2024, and June 13, 2024, Comcast notified ************** of her past-due balance and urged her to submit payment.  Because ************** maintained a past-due balance, her account was disconnected on June 20, 2024.  On July 31, 2024, as a courtesy, a credit was placed resulting in a zero balance on the Xfinity residential account.
  
  With respect to Ms. ****** concerns regarding her Xfinity Mobile account, on June 11, 2024, ************** contacted Xfinity Mobile to request the transfer pin for her ********************** telephone number. ************** was unable to provide the necessary information to authenticate the account, the porting information was not shared, however, the agent provided instructions on how to obtain the information through self-service. On June 16, 2024, Ms. ****** Xfinity Mobile telephone number was voluntarily disconnected. Xfinity Mobile can only port active telephone numbers.
  
  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 did a phone trade in on April 14 from and iPhone 14 to a 15 it was an early upgrade I received the new phone a few days later like April 24 and the time I sent the old phone back though ***** A few months have passed on and I been charged 500 dollers in my bank account causing me to go into negative place even though I returned then phone back I been trying to get help from them to figure out whats goin on but everyone keeps either hanging up on me or accusing me of keeping the phone when in reality I sent it back as soon as I got the new phone. No one is willing to help me and so thats why Im writing to to yall to see if you could help me I dont have money for anything as my account has been in the negative for the passed 2 weeks even though I been trying to fix the issue no one is willing to help so please help me

  Business Response

  Date: 07/31/2024

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

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/25/2024

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

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