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

28,131 total complaints in the last 3 years.
9,145 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:06/26/2024
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.
This debt is over 7 years old, I haven't once received a notification. I also have been in prison the last 5 years and just found this on my credit report.Would like this removed. It's very unprofessional and very nerve wracking to have this on my report and to find out after serving 5 years.Comcast sold my debt to WAYPOINT RESOURCE GROUP. $169 Open balance WAYPOINT RESOURCE GROUP Original creditor Opened Apr 24, 2023 (1 yrs, 1 mos) Account status Open Responsibility Individual Remarks Placed for collection Original creditor name WAYPOINT RESOURCE GROUP The last response I got was: Hello, Do you have another address or phone number that this account could be associated with? Thank you, ***************************** THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO COLLECT A DEBT. ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE. I called again and I finally got an account number after they try to sell me my own credit report. Account number: ****** Will be filing with the ******************** as they are liers and scammers, I've been in prison the last 4 years so no way I should have this on my credit score. They lied the first two times and said they couldn't find my account and when I called they found it even without my social. They ARE LIER'S ! account number: ******, telephone number: ********** address: ************************************. They keep requiring more and more information, first they ask me for the account number, that's not good enough, now they ask me for my phone number, that's not Good enough, now they ask me for my address, that's not good enough. I will be reporting you to the BBB
Business Response
Date: 07/08/2024
July 8, 2024

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

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

             Case #:                                     ********
             Date of Notice:                          June 27, 2024

Dear Sir/Madam:

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

On July 5, 2024, I communicated with ****************, via email. There is an existing unpaid balance on the account that was disconnected for nonpayment on March 19, 2018.Proof of payment is required to clear the account. As a result, the collection notice received is valid.

I apologized for any inconvenience that *** have been caused, while attempting to resolve this matter. I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.

Sincerely,

**************
Executive Customer Relations
WNE Region
Customer Answer
Date: 07/08/2024
A standardized email sent by this company, that doesn't explain why I never received any sort of notice of payment, said I didn't turn in equipment which is false, I mailed it in after I moved. Then I went to prison for 5 years, tried disputing it, this $169 charge, they only after 5 years added this onto my credit report. Very pathetic and unprofessional. No notices what so ever, and now after reaching out they say they need there payment. Well in ******** it's 6 years before a debt drops off, and its well over that ***** I will continue to complain and dispute until it's off my record. Because I took care of this, but they are thiefs and after 5 years they started to file this on my credit report. Pathetic. As said I will continue to make complaints until removed, until then these comments will stand.
Initial Complaint
Date:06/26/2024
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.
XFINITY COMCAST CONTINUES TO NOT CORRECT ERRORS IN THEIR BILLING. THE WORST CUSTOMER SERVICE PLATFORM .OVERCHARGED ON ONE ACCT, CREDIT ON OTHERS.
Business Response
Date: 07/16/2024

July 16, 2024

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

Re: *****************************
***********************
*******, ** 60622

Case Number: 21907540
Date of Notice: June 27, 2024

Dear Sir/Madam:

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

On June 27, 2024, I began communicating with ****************** regarding his credit-related concern. After investigation, it was determined that ****************** was requesting that a payment applied to the account ending in (4215) be transferred to the account ending in (4791). After communicating with our finance team, it was determined that on July 10, 2024, the funds were moved from the account ending in (4215) to the account ending in (4791) successfully. Additionally, on July 15, 2024, a courtesy credit was applied to the account ending in (4791) to clear the remaining balance on the account. The payment transfer and credit will reflect on the final billing statement that will be generated on August 2, 2024.

On July 15, 2024, I emailed ****************** confirming the above information. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

**************
Executive Customer Relations
Initial Complaint
Date:06/26/2024
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.
Im paying almost $200 dollars for internet services and about 75% of the time I have no service I have tried everything their agents refuse to contact me when I request a call back they wont message me back when I try to chat with them in their chat portion of the website if Im paying this much money for something I expect to get to use it when I want this is ridiculous and has been ongoing for the past 2-3 months.
Business Response
Date: 07/08/2024

July 8, 2024

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

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

Case Number:21907497
Date of Notice:June 27, 2024

Dear Sir/Madam:

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

On June 23, 2024, a technician replaced a defective overhead drop to resolve downstream errors. On June 27, 2024, I spoke with ************************ at which time there was an area outage, which was resolved the same day.

A review of the outage history indicated several outages that occurred from June 26, 2024, through June 27, 2024. The primary cause of the outages was residential power issues. A check of diagnostics indicates that all signal levels are within company specifications.

On June 26, 2024, and July 1, 2024, service adjustment credits were applied to the account. The service adjustments were reflected on the July 7, 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
Customer Answer
Date: 07/08/2024
[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:06/26/2024
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.
The original transaction date was in Feb 2024, I signed up for phone service with xfinity after being convinced over the phone I would benefit from it. I received the phone and realized I didn't need the phone or service and returned it to the store the same day. I was assured that the service was cancelled and no bill would be forthcoming in the future. I opened my credit card statement and noted that a charge of $172.27 was billed from Xfinity. I disputed the charge on March 15, 2024 (Citibank Case ID *************** and was awarded credit on May 16, 2024. I then closed that card so I wouldn't be billed again and then noticed I was billed on my new card on June 14, 2024 for $177.27 (which I did not give them permission to do but as I have internet service with Xfinity I believe they used my new card for that service. I have since disputed that charge and am awaiting the outcome. I have made 3 trips to the Xfinity store in ******* Mass to try and stop this billing attempt with no positive outcome. The last trip I made was yesterday and again was assured that it would not happen again. My complaint is them using my new card without my permission and continuing to bill me on a service that never started. Thank you for your support.
Business Response
Date: 07/02/2024
July 2, 2024

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

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

Case Number:21905074
Date of Notice:June 27, 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 June 28, 2024, I spoke with ****************** regarding his Xfinity Mobile concern. Our records confirm that on January 20, 2024, ****************** purchased an ******** ************ split across 24 installments, with the 1 GB By the ******** plan. The device was delivered on January 27, 2024, and activated on January 29, 2024. By default, all Xfinity Mobile accounts are set to automatic payment. This means we will automatically charge the card on file every month for the full amount owed on the bill. The automatic payment date is always 20 days after the billing cycle closes.

On January 30, 2024, a terminal return was initiated for the device. The device was received by our warehouse on February 1, 2024, and determined to be B-Stock. Due to an oversight, the device balance was not cleared, and the line of service was not ceased upon receipt. The line was service was ceased on February 19, 2024. As a result, on March 15, 2024, payment was drafted for the device balance and unrendered services. This payment was charged back to the account on March 24, 2024, when a dispute was filed with MasterCard. Automatic payment automatically drafted the balance again on June 13, 2024. This second payment was charged back to the account again on June 20, 2024, when another dispute was filed.

On June 25, 2024, a credit was applied to the account to clear the account balance. The account is disconnected, and future invoices will no be generated. I apologized for any inconvenience this may have caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ****************************-2834.

Sincerely,

********************
Xfinity Mobile Executive Resolutions
Customer Answer
Date: 07/02/2024
[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:06/26/2024
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.
6-24 I tried to lower my bill with Xfinity, by canceling my home phone. She said my bill would be $82.00 a month and they would send me a cell phone with the number of my home phone. I did.t want it because we have a cell for my husband and myself. She insisted it was free and the only way we could do this. I kept asking if there was a charge of any kind. She said it was completely free. they took money out of my account with out my permission. And said they will take out $22.00 a month for 24 months. They would not budge on this. Have had Xfinity for 17 yrs and this is what I get for being a loyal customer. Please help
Business Response
Date: 07/16/2024
July 15, 2024

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

Re:       ***************************
******************
**********,IN 46385

Case Number:                      21906524
Date of Notice:             June 26, 2024

Dear Sir/Madam:

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

****************** is not an authorized user on the account in question. ****************** would need to be added to the account as an authorized user by the account holder before any information can be discussed or released via phone or email.

On May 1, 2024, ****************** purchased a ******* Galaxy A35. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled,voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.

****************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.

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

Sincerely,

**********************
XM Executive Resolutions
Initial Complaint
Date:06/26/2024
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.
I had Comcast ********************************* service to my place, for years. However, Nov 28 2021, came to my attention my Comcast costs had skyrocketed. I contacted Comcast & told my "initial Conctract period" expired, and monthly costs changed. I explained I had no warning, No notice communication advising me of this. Comcast Rep explained that every customers responsibility to know dates our contracts ends, & that they do not notice us. However, I had my account set on auto-pay, I had a bookkeeper doing my books who failed to bring to my attention change in cost, so, when i had learned this, Comcast had more than doubled what they took out of my bank for over year already. I was furious,right then I cancelled TV service, but needed time to review & find an internet provider in area. I do not have an exact date, but within 1-2 months, two other occasions I contacted Comcast by telephone & cancelled internet services, once I had a new **** Fiber Optic in place, within ***** days of November 28th, 2021- I fired my bookkeeper this past January 2024, and June I sat at books to reconcile first two quarters, I was shocked to see that every month since January of 2022 Comcast has been pulling out nearly $300 a month from my bank account! I opened my ******************** Portal & right on front page my portal it said "No Devices Attached" to the modem- I contacted Comcast, I spent two hours on phone w/Rep explaining I had not used service for years, nothing attached to my Modem- I had called, twice myself to terminate service, yet Comcast has taken excess of $11,400 out of my bank account! There own online portal confirmed no devices attached, I failed to return modem, it was plugged in the wall- but not connected to anything- I told Comcast I would be happy to pay a late fee for not returning the modem- or buy it in full, however, I demand a refund for years of unused services- I had another service Comcast says was usage, which is impossible- they have not refunded a dime to me!
Business Response
Date: 07/05/2024
July 5, 2024

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

Re:Pet Life
****************************************************************************************************************

Case Number:21906331
Date of Notice:June 26, 2024

Dear Sir/Madam:

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

I made several attempts to contact Ms. ******************* via telephone and email. Although I was unable to reach **************, a review was completed on the account. Our records indicate that ************** spoke with support on June 4, 2024, and requested the disconnection of her business account. On June 4, 2024, ************** signed the disconnection form.

As a courtesy, the account was backdated and disconnected with a bill stop date of January 1, 2024. The backdate provided the account a credit for service from January 1, 2024, through July 12, 2024. The credit balance was refunded back to ************** on June 21, 2024. Please be advised billing on this account is accurate. I apologized for any inconvenience experienced while attempting to resolve this matter.

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

Sincerely,

************
Executive Customer Relations
Initial Complaint
Date:06/26/2024
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.
Ive been a customer for 6 years im so frustrated with the services I've received. I called xfinity to get a due date extension, because unfortunately I am waiting for my FMLA payment. I was granted the extension, the rep then told me they could decrease my bill by changing my internet i said. at no time did the rep state that my package would be changed. Once the call was over i realize my entire package was changed. All of my premium channels was gone, ******* was gone. I was a big mess. I had to log onto to chat (because i can never reach a live person) i had to chat with maybe 5 people within a 72 hr timeframe. At this time i think my package has been restored to what it was. But since this mess up happened my bill jumped to over $1000. Initially i owed I think $380 past due with my next bill due July 8th. and that was $300 (i dont know the exact number) now its close to $1100 owed! this need to be fix. The other issue is, my sound and picture has been freezing on screens. That has never happened. I understand why xfinity uses chat for work from home purposes but they need live agents to assist some customers
Business Response
Date: 06/27/2024

June 27, 2024

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

Re:*************************
3584 Juneway
*******************

Case Number:21906277
Date of Notice:June 26, 2024

Dear Sir/Madam:

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

On June 27, 2024, I spoke with **************** regarding a billing and ******* concern. Our records indicate that **************** previously subscribed to the Super Double Play, Starz, DVR *******, ******* Premium Upgrade and had three cable boxes and xFi Complete at retail rates.

On June 19, 2024, **************** accepted *********** and Gigabit Internet at retail rates. The modem was changed from xFi complete to a rental modem and the cable boxes were unchanged. On June 19, 2024, **************** added on MGM+, **** Xfinity StreamSaver at retail rates.

On June 23, 2024, **************** accepted a 12-month promotion for *********** and Superfast Internet effective June 23, 2024, through July 20, 2025, after which retail rates would apply. **************** also added Starz and DVR ******* at retail rate and had a fourth cable box mailed to her which had a onetime shipping fee. The existing three cable boxes, modem, MGM+, *** and Xfinity StreamSaver were unchanged. The fourth cable box was delivered on June 25, 2025.

In speaking with **************** on June 27, 2024, she indicated the fourth cable box was not needed and that she would be returning it to her local Xfinity store. I applied a credit to the account to compensate for the prior shipping fee for the box. The changes of ******* made between June *****, 2025, along with prorates from the change in ******* and the credit I issued will reflect on the July 16, 2024, billing statement.

On June 20, 2025, **************** made a payment arrangement to pay her past due balance on June 26, 2024. However, payment was not received. On June 27, 2024, Ms. ******* ******* was suspended for nonpayment. On June 27, 2025, ************** made a one-time payment to restore ******* and set up automatic payments which will next draft on July 9, 2024.

Regarding Ms. ****** ******* concerns, I reviewed her account and confirmed that all signal levels to the equipment in the home are within specification, except for the fourth cable box which has never bene hooked up and that **************** will be returning to Comcast. **************** declined the offer of a ******* visit and stated she will contact Comcast should she wish to schedule a visit in the future.
Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

******************
Executive Customer Relations
Initial Complaint
Date:06/26/2024
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.
My name is *********************** I recently contacted xfinity on 6/25/24. My account# is ***************. I called retention to discount my service or try to lower my internet bill because my internet service moved from me paying 50 to 80 to 120 which is crazy. ******* is offering me 1gig for far cheaper. The rep said he can give me 800 for 78 I agreed I call back today and my service was downgrade this is false advertisement. I ask to speak to a manager he said hold on and came back with that promo as if the management ok the change. If he could not match what ******* was offering he should have said so. I'm highly dissatisfied and don't want to be tied into no contact that was not what I was promised.He also agreeto back date the serviceso I didn't had to pay the 120 Someone needs to pull the call or train him better I'm switching to ******* and will be calling back to cancel my service.
Business Response
Date: 07/09/2024
July 9, 2024

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

Re:       *************************
            , NJ 07205

            Case Number:                      21905892
            Date of Notice:             June 26, 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 5, 2024, I spoke with ****************** regarding a billing concern. Our records indicate that due to an office error, Ms. ******** account was downgraded from Performance Pro Internet at retail rates to the Connect internet at retail rates. ****************** wanted to increase her internet speeds rather than downgrade the speed.

On July 5, 2024, ****************** accepted a 36-month transitional promotional rate for the Superfast internet. The year one and year two rate for the promotion is valid from July 5, 2024, through July 24,2026. On July 25, 2026, the rate will transition to the year three rate which is valid until July 24, 2027, at which time retail rates will apply. In addition, due to Ms. ******** account being enrolled in Automatic Payments and Paperless billing, which was effective July 5, 2024, and valid while enrolled. The account receives a monthly Automatic Payment and Paperless Billing discount. The promotion includes a 12-month term agreement which is valid from July 5, 2024,and valid until July 5, 2025. The term agreement subjects ****************** to an early termination fee if account is fully disconnected prior to the end of the term agreement period.

On July 5, 2024, I also applied a credit as a courtesy. The credit will be reflected on the July 20, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

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

Sincerely,

****************
              Executive Customer Relations
Initial Complaint
Date:06/26/2024
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 traded in my iphone 12 for an iphone 15. They canceled my original online order and made me redo the order.They couldn't add my phone as a trade in to get the $600 promotion. So they gave me $400 in credits on my bill over 24 months. Then they took my phone and told me Assurant would send me a check for $159. I have called, visited the store, talked on the chat. The agents have wasted hours of my time. Nobody tells me anything. All I know is that they received the device on April 28th and they said the phone is worth $159.62.On June 26th, they gave me a phone number for assurant that led me to a ************************** I talked to someone from Assurant on chat. They said they're waiting for a quote from Xfinity. I finally got a hold of someone and they said that they're still evaluating my device and it would be a week at *** to get my check. I don't believe them. My case numbers are:ECM0007804197 and ********
Business Response
Date: 07/05/2024

July 5, 2024

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

Re:                         Case Number:                      21905846
                Date of Notice:                 June 26, 2024

            *******************************
******************************************************* B
**************************

Dear Sir or Madam:

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

On April 16, 2024, ****************************** initiated Xfinity Mobile service when he placed an order for a iPhone 15. Xfinity Mobile offered a promotion through which eligible customers could qualify to receive up to $830 off their device payment plan and a check for the trade in value of the device sent in, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new iPhone device and trade in a qualifying device.

******************************* did satisfy the promotional requirements as the iPhone 15 was purchased and a iPhone 12 was sent in.

Upon receipt of this complaint, we contacted ****************** to discuss his concerns and apologize for any inconvenience or frustration he experienced. I advised that a check for the amount was reissued on June 7, 2024, as the initial one was not received.It is unclear why the first check was not received as it was shipped to the service address, we have on file. I informed ****************** these checks are sent by our partner Assurant and can take up to 30 days to be received. I advised her I would follow up once the 30 days have passed.

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,

****************
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:06/26/2024
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 5/29/24, I was offered a way to receive ***** credit on my cable bill, bringing it to ******, locked in for 2 years. I am now being told that was misinformation. In order to do so, I needed to accept an offer for a free mobile phone, for which service would be free for 2 years. I am now being told, that was also misinformation as it is only free for 1 year. I took extensive notes during my conversation regarding all these specifics, and my boyfriend was witness to the conversation. Trust me when I say I am not an easy sell, but after hours of reviewing the offer and jotting down the specifics, the deal sounded too good to be true, but I went for it. Big mistake!!!! What makes it worse, is that for days, I have been told a supervisor would call me. If course, never happened! I am currently on hold, once again, with Xfinity. The communication is sorely lacking. As soon as I ca get away from this company, the better. I have been with them at least 26 years, but I have had it!
Business Response
Date: 07/15/2024
July 15, 2024

Better Business Bureau
**************************************************************************************************************************************************

Re: *********************
********************;
, MA 02720

Case Number: 21905809
Date of Notice: June 26, 2024

Dear Sir/Madam:

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

On June 2, 2024, ************** purchased a ****** Pixel 8. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.

************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.

Upon receipt of this complaint, I contacted ************** on July 2, 2024, and explained the above information. I informed ************** that it can take up to 30 days for the promotion to apply. I confirmed that the promotion was applied on July 2, 2024.

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

Sincerely,

******************
XM Executive Resolutions

CC: ***************************

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