Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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

• Initial Complaint

  Date: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.

  In the summer of 2023, Xfinity sent me an advertisement of a free cellular phone. The phone and the service bill had to be paid by the ** P program run by the ******************. My portion was only the sales tax for the phone. I have never agreed to pay Xfinity anything except the sales tax for working equipment. Then, Xfinity delivered to me a non-working phone. I requested an exchange of the phone and establishment of the quality service. A case was open. Xfinity did not act and did not perform any exchange or repairs. They continued to draw money from the *** without providing any services. As a result, I cancelled my account with **********************, requested *** to stop paying them and requested Xfinity to facilitate return of their useless phone. Xfinity instructed me to take the phone to a *** Store for shipment to Xfinity. So I did. The local *** Store declined to accept the phone and stated that Xfinity must provide a return shipping label. I requested a return label from Xfinity. Yet another case was opened and then closed without any resolution. In other words, Xfinity baselessly declined return of its useless equipment. Then, Xfinity fraudulently submitted a charge for the phone and service to my credit card. The fraudulent charge was reversed and further Xfinitys sham bills were barred from submission by my credit card company. Then, in February 2024, Xfinity generated fraudulent bills for the services not rendered and merchandize not received and submitted them for collection. Presently, Xfinity attempts to extort money from me through a collection company. Xfinity is acting as a typical false billing fraudster.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  BBB of ******************* & ********************
  ****************************************************************************************************************************************
  
  Re:       ******* *********
              ****************
              Aptos, CA 95003
  
                 Case Number:                     21908666
              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 ******* *********.
  
  On August 29, 2023, Mr. ******* ********* purchased a ****** Pixel 7. 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.
  
  Mr. ********* did not satisfy the promotional requirements because he did not port in a number from another carrier. On September 21, 2023, Mr. ********* requested to return the device. A return label was sent to the email address on file. However, the device was never received. A second return label was sent to Mr. ********* upon receipt of this complaint. The device was returned to the warehouse on July *******, and graded in good condition. On July 15, 2024, I issued a credit on the account to remove all charges.
  
  With respect to Mr. ********** concerns regarding the Affordable Connectivity Program, the federal government announced that April 2024 would be the last month that it would fully fund the ***. As of June ******, the *** has concluded and, going forward, customers who were enrolled in ACP with ********************** will no longer receive the benefit and will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services
  
  On September *******, Mr. ********* applied and was approved to enroll in ACP with Xfinity.  On the same date, Mr. ********* was unenrolled from ACP with Xfinity because he transferred his benefit to another service provider. Mr. ********** first Xfinity Mobile bill was generated on October 6, 2023, after he transferred the benefit, so the credit did not apply to his Xfinity Mobile bill.
  
  Upon receipt of this complaint, I spoke with ************ to advise him of the above information. I am providing a copy of this ******, which includes my contact information, to Mr. ********* should there be additional questions or concerns.
  
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  

  Customer Answer

  Date: 07/17/2024

  [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: 21908666
  
  I am rejecting this response because it contains false information. There was no condition for transferring the old phone number to get a free phone and they did not send me a return label in 2023. Those statements of Xfinity are pure fake. The interaction with Xfinity was brutal, extremely frustrating, almost nothing like I have ever encountered. They did attempt to extort money from me for the non-working equipment and services not provided through collections. However, after my instant complaint, they did send me a return label, credited my account and claimed to terminate collections. Nevertheless, they are still continuing to send me email notices that my payment did not go through, and I have to update my payment method. So, they are still attempting to bill me for the services not provided.
  
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  
  

• 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.

  The Xfinity company will not help me any further on getting me a zero balance statement they billed the wrong person and they sent it straight to collections and collections popped up on my experian account. ********************** has not provided proof that if it belongs to me or not so far from every person I talked to from Xfinity has said it is not my account, but they will not provide a zero balance statement so I can email the creditor to take it off my credit reports.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       *****************************
              ***********************************************************, EAWS
              ********************
  
                Case Number:                    21908431
              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 *****************************.
  
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1]  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reports the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  An incomplete fraud packet was submitted. In order to process this claim, ***************************** will need to provide the following documentation: 
  
  Proof of residency during the time the Comcast services were under your name.  You can submit lease agreements, utility bills, or mortgage statements with your name.
  
  Regarding the Xfinity Mobile Fraud concern, on January 26, 2022, an order ending in 2251 was placed for an iPhone 13 Pro *** with IMEI ending 2418 with a 24-month device payment plan (DPP) and 1GB By the ******** plan.
  
  On February 3, 2022, Xfinity Mobile received a dispute for the order placed and collected on January 26,2022. On April 12, 2024, due to Xfinity Mobile not receiving payment for the billing cycle ending March 1, 2022 and April 2, 2022, the remaining device payment plan balance was requested for immediate payment. On May 2, 2024, the mobile account was canceled for non-payment, and a pro-rated final invoice was requested. On May 13, 2022, the past-due balance was sent to a third-party collection agency. 
  
  On July 5, 2024, Xfinity Mobile confirmed the documentation ***************************** sent for the fraud packet, for the dates of January 26, 2022 through February 17, 2022 was not sufficient to clear the outstanding past-due balance.On July 5, 2024, the fraud packet remains incomplete, and further documentation has been communicated to *****************************.  Please be advised the billing on this account is accurate. at that time. We apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  On July 3, 2024, a Xfinity Mobile Regulatory representative spoke with ***************************** to explain the above referenced information.
  
  On July 5, 2024, a Comcast ***************** Assurance technician spoke with ***************************** to explain the above referenced information. The technician explained what documents are still needed to complete the fraud packet, and what are acceptable forms of set documentation. The technician provided their direct contact information to *****************************.
  
  We 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 us.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  
  [1] *****************************************************

  Customer Answer

  Date: 07/23/2024

  Sorry I haven't been able to respond I'm still currently fighting them I tried calling on numerous occasions to see if my name is off there system been leaving voicemail after voicemail and no call back either. I provided proof to them that the account doesn't belong to me based off the proof that they wanted example an official car insurance card along with a letter of experience and they still refuse to remove my name.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  Attn: Complaint Department
  Better Business Bureau
  ***************************************************************
  **********************
  
  
  Re:       *****************************
              ***********************************************************, EAWS
              **********, ********
  
              BBB File Number:    ******** - Rebuttal
              Date of Notice:             July 23, 2024   
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *****************************.
  
  Our fraud team has confirmed that the reported Comcast account(s) associated with ********************** SSN is fraudulent. Comcast has notified any collection agency assigned to stop collection activity and Comcast or its agents have sent a request to all three major credit agencies, Equifax, Experian and Transunion, to have any negative reporting removed from your credit file.[1] Although Comcast has sent this request, please remember that, per federal guidelines,credit agencies have up to 90 days to remove reporting from a credit file.
  
  On July 26, 2024, a Comcast ***************** Assurance technician contacted ******************** to advise him of the aforementioned information and address any other concerns. The technician provided his direct contact information so that ***************************** can contact him with any further questions or concerns.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  
  Comcast Security Assurance
  *************
  
  
  
  
  
  
  [1] *****************************************************

• 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.

  Incredible service issues. Down time on a regular basis, dozens of times since service started. Was granted a $100.00 credit on last billing cycle and then was charged back $65 and was told that was a result of the $100 not being fully authorized. Switched business line to comcast business mobile and CANNOT receive a voicemail unless cell phone is restarted. Sometimes voicemails take over a week to hit voice mail box. Lost a $10,000 contract as a result of this and have confirmation from the potential customer that they did not go with us as a result of not returning the call (which we did not receive and did not get the voicemail.) Absolutely horrendous experience when we call customer service. Asking for a credit in the range of $500.00-$1000.00 dollars for internet account and would like multiple months of free cell phone service as a result of this.

  Business Response

  Date: 07/05/2024

  July 5,2024
  
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *********************************
              3 ***** Ct, Unit 3
              *********,********
  
                Case Number:                        21908320
                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 Comcast Business *******.
  
  On May 11, 2024, Mr. ********** ******* was affected by an outage in his area,causing the loss of ******* for multiple customers. On May 11, 2024, a ******************** field technician identified and corrected the issue causing the outage by replacing coaxial wires and a defective tap due to water damage. Our records also indicate that Mr. ********** ******* was affected by an outage in his area on June 20, 2024, causing the loss of ******* for multiple ****************************** technicians identified the issue was caused by a residential power outage in the area. Our records indicate power was restored to the area on June 20, 2024, also restoring Comcast *******.
  
  On June 27, 2024, I spoke with ********************** regarding his ******* concerns and advised of the above information. During our call, I reviewed all ******* levels are within industry standards. ********************** confirmed that his Business Internet Services is currently working without issue.  ********************** stated his concern about inconsistency regarding the credits and charges applied to his account on May 11, 2024. On June 27, 2024, I reversed the charge that was used to adjust the credit amount applied to his account. I also applied an additional credit to Mr. ********** account as a courtesy for the experience this matter has caused. This credit and adjustment will be reflected on the statement dated, July 28, 2024. I explained to ********************** that he would need to reach out to us if he is experiencing ******* issues, so we have a record of any issues that would impact his *******s and can investigate appropriately for any required repairs. I provided him with my direct contact information should he have any future issues or concerns.
  
  On July 2, 2024, a Comcast Business Mobile representative spoke with ***************************** an employee of The Mailbox Guys regarding their Comcast Business Mobile concern. Our records indicate ************ initiated Comcast Business Mobile ******* on March 11, 2024, with the purchase of a ****** Pixel 8 device on the By ************ plan. ************ stated she was experiencing some voicemail issues where she was not able to receive the messages. During the call, the line settings were re-provisioned, and ************ confirmed she was able to receive her voicemail messages. ************ has the representatives contact information if additional assistance is required. 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,
  
  ****************
  Business Executive Support
  

• 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.

  At the end of March, I contacted Comcast/Xfinity to connect to the Internet. After two hours of communication with company representatives, the Internet was still not connected. Since I needed the **** service, I resolved this issue differently and did not further deal with the company and did not try to set up the Internet. After some time, I discovered an unpaid invoice in my personal account, although it is written on the website and in my personal account that you will not be billed until the service is activated. I contacted technical support and was told that the account would be removed. But in the end the bill was only reduced. I was forced to ask for help again - the company representative said that I had nothing to worry about and I didnt owe anything. In fact, no one cleared the debt, and my so-called debt was transferred to a collection agency!!!!!!! I never thought such a big company would behave this way! Not only can they not provide the service properly, but the employees also make false promises and then simply report you to a collection agency to tarnish your reputation. I demand an immediate resolution of the situation!

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       ************
  CA 94523
  
              Case Number:                      21908137
              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.
  
  I attempted to communicate with Ms. * via email on June 27, 2024, July 1, 2024, and July 3, 2024, but was unable to reach Ms. * successfully. Although I was unable to reach Ms. * an account review was completed.
  
  Our records show Ms. * subscribed to a 24-month promotional offer for the Superfast Internet package. Ms. * received a discount for using a customer-owned modem and benefited from an autopay and paperless billing discount. This promotion was effective March 30, 2024, and would have expired April 1, 2026, at which time the retail rate would have applied. Our records show the method of installation was selected for self-installation.
  
  Our records show that on March 30, 2024, Ms. * contacted our offices regarding service activation. The assisting agent completed the order before services were installed, billing Ms.*. Our records show Ms. * canceled the account on April 15, 2024, with no data usage recorded. On April 16, 2024, an auto payment was completed however, this payment was charged back and returned to Ms. * on April 24, 2024, resulting in an account balance, which was sent to collections on June 15, 2024.
  
  On June 27, 2024, a credit was applied to the account and a ticket was raised to dispute the collections error.  This ticket was completed on July 1, 2024, applying a secondary credit to the account. On July 3, 2024, an account debit was placed on the account. On July 5, 2024, a credit was applied to the account zeroing out the account balance in its entirety. These credits may not reflect on a final billing statement due to the account being disconnected. I apologize for any inconvenience and overall experience 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: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.

  Transaction posted on June 23, 2024z. I traveled to ****** which is sometimes referred as Serbia as some countries do not recognize it as its own country. On June 1, 2024 I landed and immediately received a text stating Welcome to ******. Global Travel Pass has been added to this line and will be activated once you make a call, send a text, or use data. If you need help, you can call Xfinity Mobile support for free at ************ so I started using my phone on the way to the hotel about an hour. My phone died on the way to the hotel and once I got there I charged and connected to wifi. At 4:30 pm time I received a message that I was roaming, while trying to call XFinity, I received 4 more messages with the same time stamp of 4:41pm. At 4:42 I received 2 more text messages. When I called xfinity, they acknowledged that they thought I was in ****** but said Kosovo wasnt covered. They agreed to credit my account but said they couldnt credit me until my bill has posted and to call back. I called back and the person entered the claim. I called again a few days later and all of a sudden they could no longer credit me because they said I received a text saying Kosovo was not covered. I never received that text. The texts I go all cam at the same time and I immediately called. They just said I was roaming. In fact, on June 2, 2024 I received another text saying my global pass was about to expire but still nothing that Kosovo wasnt covered. Regardless, the agent agreed to the credit and noted that it was their mistake then rescinded.

  Business Response

  Date: 07/02/2024

  July 2, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  
  Re:       ***************************
              ********************
              *****, MD 20720
  
              Case Number:                      21907989
              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 ***************************.
  
  On June 29, 2024, I spoke with **************** regarding her Xfinity Mobile concerns. During the May 2, 2024,through June 1, 2024, billing period **************** traveled internationally resulting in the corresponding charges for use of call, text, and data services while outside of ******************
  
  Xfinity Mobile offers the Global Travel Pass which provides call, text, and data service for a flat daily rate. However, all countries are not included in the plan, resulting in pay-as-you-go charges. ****** is not covered by the Global Travel Pass, with pay-as-you-go rates of $5.00 per minute of talk time, $0.10 per SMS, and $5.00 per MB of data. This information is readily available at ************************************************************************************ . A review of the billing reflects **************** was accurately charged for use of services while traveling in *******
  
  On June 2, 2024, **************** worked with a Xfinity Mobile who offered a credit as a courtesy. However, the credit was inadvertently not applied to the account.
  
  On June 29, 2024, a refund of the promised credit was processed, and **************** confirmed receiving the funds on July 2, 2024. I apologized for any inconvenience that *** have been 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,
  
  
  ****************
  XM Executive Resolutions
  ************** Extension *******

• 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.

  **Unfair Early Termination Fee by Xfinity **** Services**Dear Better Business Bureau,I am writing to file a formal complaint against Xfinity **** services regarding an unfair early termination fee of $70. I recently contacted Xfinity to cancel my service due to an impending move. The new place I am relocating to already has an Xfinity service under my roommates account, and I do not require an additional subscription. Furthermore, I currently reside in an apartment complex where my lease is ending, and I am unable to transfer my service to the next tenant as I have no knowledge of who that might be.Despite these circumstances, Xfinity insists on charging me a $70 early termination fee. This charge feels unjustified considering:1. My move to a new location already serviced by Xfinity under my roommates account.2. The inability to transfer my service due to the nature of my living situation in an apartment complex.I believe that this fee should be waived given the circumstances and the fact that I am not discontinuing Xfinity's service in favor of a competitor. I am simply unable to transfer the service due to circumstances beyond my control.I request the BBB to assist in resolving this issue and ensuring that Xfinity waives this early termination fee.Thank you for your attention to this matter.Sincerely,********************************* Xfinity Account Number: *******************

  Business Response

  Date: 07/11/2024

  
  July 11, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   *********************************
           MI 48197
  
           Case Number: 21907862
           Date of Notice: June 27, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding Xfinity service.
  
  I attempted to contact ************************ via telephone and email several times; however, my attempts were unsuccessful. Our records indicate that ************************ previously subscribed to a 12-month contractual agreement for the Connect Internet effective from January 10, 2024 through January 10, 2025. The promotional pricing was effective from January 10, 2024 through February 4, 2025. The account received a self-service discount due to enrollment in EcoBill paperless billing and AutoPay. The account received onw ********************** ******* Box at no additional charge. The agreement included Early Termination Fee(s) that are applicable if the disconnection of the account is completed prior to the end of the contract. 
  
  On July 1, 2024, Ms. *********** services were disconnected per her request with a stop billing date of June 30, 2024. On July 1, 2024, Early Termimation Fee(s) were billed to the account due to the disconnection being completed prior to the end of the contract. I verified the Early Termimation Fee(s) are valid. The final balance owed was reflected on the billing statement dated July 1, 2024.
  
  On July 2, 2024, I applied a one-time courtesy credit to Ms. *********** account leaving a credit balance. This credit will reflect on the August 1, 2024 billing statement. The credit balance will be refunded back to Ms. *********** last payment method if eligible. Otherwise, ************************ will receive an email with instructions on how to redeem her refund digitally. Customers have 15 days after they receive the email to choose a refund method. If no response is received a prepaid cartd for the credit balance will be mailed to the service address. I will follow up with ************************ to ensure the refund is received. 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 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: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,
  
  ***************************