Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

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

Complaints

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

Customer Complaints Summary

28,129 total complaints in the last 3 years.
9,088 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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

July 30, 2024

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

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

            PA 17078

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

Dear Sir/Madam:

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

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

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

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

Sincerely,

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

Better Business Bureau:

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

Regards,

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

July 31, 2024

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

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

,IL 60014

              Case Number:                    21972092
            Date of Notice:             July 11, 2024

Dear Sir/Madam:

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

Our records reflect that ******************************* is not an authorized user on the account in question and this was discussed with the account holder on July 29, 2024. ****************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im now rewriting this complaint so this version will be shorter.July 7th my phone goes in the river and Im without a phone I use for business despite having Xfinitys top of the lone support and best phone in the word. My first attempt to file a claim was unsuccessful be cause my line is still in part assigned to a 202 area code number despite having ************ for more than 20 years .I had to order under a number 202 to get the phone (despite exectative relations saying they undid the damage a prior technician did to my account (and I claim it was deliberate)So, later that night, on the 7th, it says the phone is shipped (but no tracking)The next day is says not shipped and still processing (another lie).It does later finally ship and I get it today. And after hours on the phone with apple and Xfinity, and Xfinity agent *** taking the issues up tot eh advanced support team (ticket and name of advanced support agent included below)Advanced team support Chinhoihnuam Zoh ticket number ecm0008398395 they say my phone cant be activated. So, ive wasted a night and have a paperweight to show for it. I could hardly work today without my phone and im falling way behind. **************** says to wait 48 hrs and try again. This is not my fault. Exectative relations again *** is ineffective and wish to complain about her too! When will I get a working phone, goin to contact insurance company next
Business Response
Date: 07/22/2024

July 22, 2024

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

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

Case Number:21971909
Date of Notice:July 11, 2024

Dear Sir/*****:

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

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

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

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

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

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

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

Sincerely,

**********
Xfinity Mobile Executive Relations
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After explaining my previous complaint to the BBB, an employee of Xfinity by the name of '********' called & left me a message stating that the company would credit my account for two months of service rather than the three months I had been told by a supervisor there by phone, and who had provided a code # for, and which I had provided to, '********'. '********' left this information on my home answering machine, and the many times I've tried to call him back to inquire about the missing 1 month's worth of credit, he has not answered my calls, nor returned my many messages. '********'s' phone # also appears to now not be in working order as the phone just stops ringing after one ring which leads me to believe that perhaps, '********' possibly used a burner phone to call me with, or does not want to discuss this any further. Also, my cable was disconnected for the 2nd time during this entire, ongoing SNAFU with Xfinity which has lasted for more than 5 MONTHS- it was all caused by a bad drop cable from the telephone pole across the road which leads to my house!!!! I'm NOT HAPPY WITH ************************************************ as their customer service is completely horrid, and has caused me undue stress during some challenging times which have been going on with my family.
Business Response
Date: 07/23/2024

July 23, 2024

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

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

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

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

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

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

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

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

On July 5, 2024, the prior case manager applied a credit for the service-related issues. This credit was reflected on the July 10, 2024 billing statement. On June 27, 2024, a previous credit was also applied for service-related issues.That adjustment was also reflected on the July 10, 2024, billing statement. The total credits are reflective of three months of service. The account is chronically past due with payment being received after service suspensions for non-payment. On July 8, 2024, the account was suspended for non-payment and carries a past due balance. The account is billing accurately and no further credit will be applied. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

**************
Executive Response Team
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We switched to Xfinity mobile on 12/22/2023. At that time they were offering a promotion of a $100.00 gift card if you purchased a phone from them. We purchased the phone but still cant get the $100. gift card. I have an employees signature to confirm this promotion but still can not get it. Ive called dozens of times but still cant get this resolved.
Business Response
Date: 07/30/2024
July 30, 2024

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

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

File Number:             21971829
Date of Notice:             July 11, 2024

Dear Sir/Madam:

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

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

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

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

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

Sincerely,

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

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

Better Business Bureau:

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

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, regarding the **** Latitude Laptop received, to which **** failed to establish contact to a make repair under its one-year warranty. I do find that Comcast's resolution of providing a credit to the account, is satisfactory resolution to me.

Regards,

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

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