Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

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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

28,329 total complaints in the last 3 years.
9,235 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:08/24/2024
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.
A very long (maybe 200 yard?) comcast cable has been laying across my yard for over 2 years. It is trying to reach the neighbor's house. I have a 3 year old and it is a tripping hazard. I am also legally required to maintain a mowed yard up to the road for fire reasons, and the cable is a hazard every time I mow or weedwack.Now the cable is degraded and there are bare wires exposed across my driveway. I requested a service agent and they had an appointment, which was during a time I was not home. I was told I did not have to be home. They either did not come or did nothing.I have tried multiple times, using multiple devices and browsers, to submit a safety report to Xfinity's website. Xfinity's website always errors on the last submit button of the form "Sorry, something went wrong, try again later!" I have tried in May 2024, June 2024, Jul 2024, and Aug 2024 to submit the safety report. It being "broken" on all platforms for this long tells me Xfinity is deliberately disallowing submission of safety reports. I have a child and this is a safety hazard. I want the whole cable removed or buried immediately,
Business Response
Date: 08/29/2024
August 29, 2024

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

Re:*********************************
19 ****** Circle
*****************

Case Number:22190006
Date of Notice:August 24, 2024

Dear Sir/Madam:

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

Comcast records reflect that ****************** reported this issue to customer service on May 12, 2024. A service call was scheduled and cancelled because ****************** was not home.

On August 27, 2024, a service visit was scheduled during which time the technician cut out all exposed and unused cabling that was visible.

On August 28, 2024, I spoke with ****************** and confirmed that the line has been removed. I applied a credit to ****************** account for the inconvenience. This credit will reflect on the September 14, 2024 billing statement. 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

Customer Answer
Date: 08/29/2024
[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:08/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the 21st of every month for the past 7 months i have not had Service with comcast. According to their own records they have no record of an account at my home that i have lived at for 7 years. Comcast continues to attempt to deduct funds from my account when they also have no record of an account. I have spent over 10 hours attempting to resolve with comcast directly. Every time i speak with them they state I don't have an account at my home. But continue to deduct funds from my account. An account that is at another address i have never lived at. I've gone thru their dispute resolution process multiple times. They simply state they will call me back once an internal review is completed in 3-5 days. After 5 days i never receive a return phone call back.
Business Response
Date: 09/05/2024
September 5, 2024

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

Re:     *********************************
, FL 34953

File Number:                22189867
Date of Notice:             August 24, 2024

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office 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 contact the victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported 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. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.

On August 27, 2024,a Comcast ***************** Assurance technician contacted ******************** to advise him of the above information and address any other concerns. ******************** will need to submit a fraud packet to Comcast; information on submitting a fraud packet can be found at *****************************************************. Once the completed packet is received, Comcasts fraud team will investigate the claim and contact ******************** regarding the outcome. We apologize for any inconvenience ******************** experienced while attempting to resolve this matter.

On August 28, 2024,a Comcast Executive Customer Relations representative contacted ******************** to address any his concerns. ******************** information the representative that he did not have a Comcast account at the location in question and has previously spoke with a Comcast ***************** Assurance technician regarding this matter.

Should you have any questions, please feel free to contact us.

Sincerely,

Comcast ***************** Assurance
**************

[1] *****************************************************
Customer Answer
Date: 09/14/2024
Good morning,

Apologize had my first ***** and trying to guggle everything. After recieveing the run around from comcast for weeks and promised call backs, someone finally reached out to me. I am now going thru there process and awaiting a response.
Initial Complaint
Date:08/24/2024
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.
On August 14, I cancelled my service with Xfinity, effective immediately. This was an absolutely horrific experience in itself. I was advised I would be sent a refund once the cancellation was processed. I eventually received an email confirmation of my request. Instead of a credit, I have now received an additional bill for an additional month. I cannot get anyone on phone or chat to assist. Xfinity just runs customers through automated bot loops.
Business Response
Date: 08/29/2024
August 29, 2024

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

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

Case Number:                    22189754
            Date of Notice:             August 24, 2024

Dear Sir/Madam:

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

On August 27, 2024, I spoke with ********************************* and explained that in order to address her concerns she has to fully verify the account and confirm identity by authentication with the address, full 16-digit account number, the last four (4) digits of the *********************** payment method or the last four (4) digits of the social security number when applicable however, ****************** declined to provide this information and declined assistance and disconnected the call.

Our records indicate that on July 22, 2024, a billing statement issued for services billed from July *******, to August 25, 2024. On August 14, 2024, a payment was received covering the cost of the July 22, 2024, statement balance. On August 16, 2024, a disconnection order was entered to terminate services effective August *******. On August 22, 2024, a billing statement issued for services billed from August 26, 2024, to September 25, 2024.

On August 26, 2024, the disconnection order entered on August 16, 2024, was completed at which time the account was disconnected reflecting the disconnection billing stop date of August 16, 2024. On August 26, 2024, the account generated a credit balance for services billed from July 26, 2024, to August 15, 2024, and the credit balance appeared on the final billing statement dated, August 26, 2024.

****************** will receive an email communication within seven (7) business days from August 26, 2024, with instructions on how to redeem the refund via xfinityrefunds.com. Should ***************** not redeem her refund within 15 calendar days, the credit balance will automatically be issued as a refund via a prepaid card by mail within 7 to 15 business days after the initial 15 calendar days has passed.

Based on the results of the account investigation, the account has been billed accurately for services and there are no billing errors. To address ****************** concerns in further detail,contact, authentication of the account and cooperation with our customer is required. Without cooperation and authentication of the account from ***************** we are unable to provide a further solution. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

****************
Executive Customer Relations
Customer Answer
Date: 08/29/2024
[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: 22189754

I am rejecting this response because: that's a conversation the employee had with themselves. There was supposed to be no credit. When I cancelled on the 16th, I was advised I would receive a refund, not a credit. There is no amount owed therefore a credit would simply be an accounting adjustment on their side with no actual remediation to the customer. I expect a full refund mailed to me, as I was advised wouls happen on Aug 16th.

Regards,

*****************************
Initial Complaint
Date:08/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 17th 2024, I attempted to contact Xfinity to enroll in the Internet Essentials plan. The representative informed me that I was already getting the cheapest plan available, so Internet Essentials wouldn't be beneficial. He then sold me on the "free ****** Pixel 8" plan.He asked if I had another phone number to use/transfer to redeem the free phone. I told him I only had a ****** voice phone number, but I made it clear to him that it wasn't a line with a different provider; simply that my old phone number is attached to my ****** voice line. He said it would work, no problem!Additionally, I asked for clarification on exactly how much I would be paying for service for the phone. He told me the service would be $29.16. That's quite an oversight... as that's the total payment for the device INSTALMENTS. That is not the payment for the service. I even asked him again for clarity. So as far as I knew, my ****** voice line would work for this "free ****** pixel 8" deal. AND my monthly payments for service would only be $29.16.Instead, because of the representative's awful sense of reality, and his salesmanship being his priority, I'm stuck with paying for the device as well as the service.Xfinity/Comcast, where was the honesty? Why are representatives allowed to be incompetent in this way even when asked multiple times for verification?I would like for the device to be returned and my service on the device canceled immediately.I'm sick of calling xfinity for 50 minute phone calls and 3 transfers later, where the calls don't get me anywhere.
Business Response
Date: 09/13/2024

September 13, 2024

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

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

Case Number:              22189721
Date of Notice:             August 24, 2024

Dear *** or Madam:

This letter responds to the above-referenced complaint submitted to your office by *********************.
Please note that ********************* voluntarily discontinued his Xfinity Internet account on July 24, 2024.

With regard to Mr. ******** Xfinity Mobile concern, on May 17, 2024, he purchased a ****** Pixel 8. At the 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.

****************** did not satisfy the promotional requirements because the ****** Pixel 8 purchased on May 17, 2024, was activated with a new telephone number provided by Xfinity Mobile.

At ****************** request,the Xfinity Mobile service for the ****** Pixel 8 was disconnected on August 26, 2024. ****************** is responsible for the remaining balance for the ****** Pixel 8.

On August 26, 2024, an Xfinity Mobile Representative spoke with ****************** and explained the above information.

We trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact us at **************.

Sincerely,

Internet Essentials Regulatory Support
Initial Complaint
Date:08/23/2024
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.
Began internet service on 6/26 or 6/27 of this year. Spoke with representatives online through the Xfinity Assistant. The person online told me I had to approve a request for automated billing that was at a previous address (MA). I emphasized I do not live there and need service at my new address, they replied it was necessary for me to first approve this order. After I did, they proceeded to have me repeat the process at my new address (IL). This seemed strange so I tried to download the transcript and kept getting an error saying it was unavailable which made me nervous and I called to get a copy. They were unable to provide this. Ive since found that they have been charging me for both accounts and have spoken with at least 6 people over the phone to resolve this. They are demanding that I return the equipment from the address in ** that I do not live at before issuing a refund. I escalated a ticket with Comcast/Xfinity three weeks ago, and they ensured that I can expect a refund within 7-10 days. This has not arrived and Ive since received more calls to return the equipment that is not in my possession.I worry this is a scam being done to increase business or improve the associates commission.
Business Response
Date: 09/05/2024

September 5, 2024

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

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

, IL 60014

Case Number:22189055
Date of Notice:August 24, 2024

Dear *** or Madam:

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

I made several attempts to contact ********************* via telephone and email, however, my attempts were unsuccessful. I was unable to locate 2 pieces of equipment being returned prior to their removal from account ending in 1010 on August 16, 2024.

I confirmed the account was not billed any unreturned equipment charges. A refund was not processed between August 5, 2024 and August 16, 2024 due to the equipment remaining on the account. On August 23, 2024 a refund for the credit balance was processed which should be received by September 13, 2024.
I apologize for any inconvenience that may have been caused while attempting to resolve this matter. I will follow up with ********************** to ensure the refund is received.

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

Sincerely,

****************
Executive Customer Relations
Customer Answer
Date: 09/05/2024
[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.
After Xfinity received my complaint on behalf of the BBB, they have proceeded with issuing my refund and removed the fraudulent duplicate account.
Thank you for your support in this matter.

Regards,

***************************
Initial Complaint
Date:08/23/2024
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.
We have been charged by Xfinity for some security+camera services that we never ordered. Several months ago we received a package from Xfinity, addressed to somebody else, with some equipment that we didn't request or need or use. I immediately contacted Xfinity to report the issue. I was told somebody would stop by to pick this up. Nobody ever showed up and we are now paying for security and camera that we never ordered/used/needed.I have been trying to contact Comcast about this for the last month but it is extremely difficult to in touch with them. If I call, they send a link to use their chat. If I chat, they transfer me multiple time and end up asking me to schedule a call back but then for some reason the call gets disconnected. I don't have the time to deal with this. I need help. It seems they are just ignoring us. We have been customers for over 24 years. We do NOT deserve this ...
Business Response
Date: 09/10/2024
September 09, 2024

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

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

Case Number: 22189029
Date of Notice:September 24, 2024

Dear Sir/Madam:

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

I spoke with ******************** on August 26, 2024, and ******************** stated that she never agreed to the Xfinity Home Self-Protection plan and was handed an indoor camera and was not informed she would have to pay for the camera. According to our records, on July 31, 2023, the order for Self-Protection and 1 indoor camera was processed via override and never consented to by ********************. On August 31, 2024, ******************** returned the 1 indoor camera with a return package that I sent. According to our records, Comcast received the 1 indoor camera on September 06, 2024.

On September 09, 2024, I spoke to ******************** and stated to ******************** that I applied a credit of $140 for 14 months, $10 each month for the self-protection plan and $60 credit for the 1 indoor camera. I informed to ******************** that the credit will be able to be viewed on the October billing statement. ******************** is satisfied with the resolution. I apologized for any inconvenience that may have caused while attempting to resolve this matter.

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

Sincerely,

Xfinity ***************************************************
Customer Answer
Date: 09/11/2024
[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. ************** provided an outstanding service and I wish this was the standard for Xfinity instead of the sneaky service I have come to expect from them.

Regards,

***************************
Initial Complaint
Date:08/23/2024
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.
Paid for Xfinity Services for more than 6 years at previous residence. Recently moved and contacted Xfinity about the move. Was instructed to take equipment to local Xfinity store. Equip included router and multiple tv boxes. At the store, I was told that my services would end on June 14 and a final bill would be issued. I received a credit for a little under $5.00. My final bill was paid on July 8 for the amount of *****. I received a notification in early August that I had another bill for ******. I contacted Xfinity. I was told that they would create an escalation ticket to review. More than 2 weeks went by and I inquired again. I was told that they were going to charge me for early termination. This was not shared with me when I stopped my services and turned in the equipment. I contacted customer service again. They immediately issued another escalation ticket and sent a notification within hours stating that I owed ****** for early termination. The customer service agent said that when they increased my rates in January and I called to inquire, they put my account on a promotion. I was not made aware of that at that time. The fact that they did not disclose that twice has resulted in Xfinity committing fraud to the customer. Due to the threatening nature of their correspondence and the fact that I am not willing to let a big company ruin my credit, I did pay the amount today. The unethical business practices of Xfinity should be shut down. I am seeking a refund for money that is not due to Xfinity in the amount of ******.
Business Response
Date: 09/06/2024

September 6, 2024

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

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

Case Number:22189006
Date of Notice:August 24, 2024

Dear Sir/Madam:

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

On August 27, 2024, I spoke with ******************** regarding an Early Termination Fee(s) concern. Upon review of the account, the decision was made to waive the Early Termination Fee(s) associated with the cancellation of the account. As a courtesy, a credit was applied to the account on August 27, 2024 leaving a credit balance. Since the account is disconnected an updated billing statement may not be issued.

On September 4, 2024, a refund ticket was completed, and ******************** should receive the funds on the originating credit card within 5 business days. I attempted to follow up with ********************, but my attempts were unsuccessful. On September 4, 2024, I left a detailed voicemail for ******************** providing the resolution. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

**************
Executive Customer Relations
Customer Answer
Date: 09/06/2024
[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:08/23/2024
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 started up service with xfinity for a cellphone and internet bundle. It was turned on and then 3 days later it was turned off due to the house we just bought had some type of ban at that address. We just bought the house so knew nothing about this ban. Since we could not get internet we had to shut off the cellphone and return the new phone I had traded my phone for. They had also mixed up the phone account with another customer and it is still messed up today. They still have a business phone on my account. Now for about 2 weeks I have been going back and forth with them to get my billing straight and get my old phone back. I sent their phone back, and was told mine would be at my house 3 days ago. Now I am with another service with no phone. None of the representatives have helped and I am at my breaking point. Beware!!!!
Business Response
Date: 09/06/2024

September 6, 2024

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

Re:       *********************
,GA 30176

            Case Number:                      22187820
            Date of Notice:             August 24, 2024

Dear Sir/Madam:

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

On August 29, 2024, I spoke with ************* regarding their Xfinity Mobile concerns. Our records indicate that on August ******, ************** established service with Xfinity Mobile with the purchase of an Apple iPhone 15, IMEI ending in 7907. At the time of the original offer,Xfinity Mobile was offering a trade-in promotion where customers could receive a monthly device credit towards the device payment plan agreement. ************** participated in this promotional offer and sent their original customer-owned device, an Apple iPhone 13 Pro, IMEI ending in 0818, to our trade-in partner, Assurant. Xfinity Mobile records reflect that the trade-in device was received in good condition by Assurant on August 14, 2024.

On August 17, 2024, ************** voluntarily disconnected Xfinity Mobile services as they were unable to establish residential services at the location due to a prior balance owed by a previous customer. On August 17, 2024, a return order for the Apple iPhone 15 was placed within the 14-day return policy. The device was received by our warehouse on August 21, 2024, graded as B-Stock, and all associated charges were removed from the account on August 22, 2024. On August 22, 2024, a refund for the initial payment made at the time of the order, less a restocking fee, was refunded back to the payment method on file. Xfinity Mobile records reflect that the refund completed on August 25, 2024.

Unfortunately,we are unable to request a return of the device from our trade-in partner,Assurant. On August 17, 2024, a credit for the fair market value of the trade-in device was applied to the account. The credit balance will be automatically refunded to the customer once the account has been disconnected for 60 days.

On September 5, 2024, a refund for the restocking fee assessed to the Mobile account on August 22, 2024, was requested. The normal timeframe to receive the refund back to the payment method on file is 1-3 days, depending on the financial institution. On September 5, 2024, a one-time credit for billed subscribed services from August 8 September 7, 2024, was applied to the Mobile account. The credit will reflect on the billing statement for services from August 8 September 7, 2024. I apologize 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,

******************
XM Executive Resolutions
Initial Complaint
Date:08/23/2024
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 recently moved and contacted xfinity for internet service because my current provider didnt cover the area. I sat on the phone for hours to have this account set up. However, my account was somehow merged with the previous tenant that lived here before I moved in. My service was terminated and to add insult to injury my account was sent to collection with the balance from someone else bill from years ago.
Business Response
Date: 09/05/2024

September 5, 2024

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

Re:         *************************
            *********************************************
            *************, ** 60064

            Case Number:                    22187746
Date of Notice:             August 23, 2024

Dear Sir/Madam:

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

On September 3, 2024, I spoke with ************* regarding a billing explanation. Our records indicate that on July 25, 2024, ************** consented via the Interactive Voice Response (IVR) system to Connect Internet, at a promotional rate. At which time, a new account was created. The promotional offer is effective July 25, 2024, through July 24, 2025. A 12-month promotional offer for Internet equipment at no cost is effective July 25, 2024, through July 24, 2025. At the end of the promotional offers the retail rates will apply. Additional services,taxes, fees, and equipment are not included as part of the pricing and are subject to change. ************** opted for a self-installation.

A self-service discount is available should ************** enroll in both automatic payments and paperless billing. The amount of the discount is determined by the linked payment method,either a bank account or a credit card which receives a lesser discount. The self-service discount will be applied within 45 days of meeting the requirements.

The first billing statement was issued on July 25, 2024, for services billed from July 25, 2024,through August 24, 2024, which was due by August 22, 2024. A payment was not received,and the balance was carried over to the August 21, 2024 billing statement as a past due amount which is due by September 6, 2024 to prevent an interruption in service. The billing statement included new charges billed from August *******, through September 24, 2024, the new charges are due by September *******. Ms. ****** account is currently active and has not been reported to a collection agency.

On August *******, a service visit was completed during which time the technician replaced a splitter and provided customer education. On September 3, 2024, I spoke with ************** and confirmed that the services are working correctly.

On September ******, a service adjustment was applied for the time without service. The credit will be reflected on the September 21, 2024 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,

******************
Executive Customer Relations
Initial Complaint
Date:08/23/2024
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.
When we originally signed up for Xfinity (8/2/24), we opted for the Storm ready wifi router at a cost of $7 per month.The technician showed up and did not bring said router, he instead left a standard router and went on about how we don't need the storm ready because they don't work anyways.Prior to me calling Xfinity, our initial bill was $178.I called Xfinity the day of the Technician being there (8/5/24) and told them we did not receive said router that we had paid for and was on the bill. After 2 hours of back and forth about either getting the router or getting the bill fixed, the person on the phone stated they will be sending us a router as it was never mailed.I checked the bill the next day, the account was over $800. I immediately called back on (8/6) to get the bill corrected. I spoke to someone who sent the new bill and i noticed on there the bill looked correct except for it still had the full cost of said router instead of being monthly. I stated this to the representative and they said it does show that but they were in the process of fixing it. I accepted the new bill and since then the bill has been $440....... view picture......*** talked to probably over 30 people at this point and no one can fix my account.The bill is due on 9/2 and still shows the $400 balance which were not paying.Xfinity is doing everything they possibly can to not resolve this.
Business Response
Date: 09/06/2024

September 6, 2024

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

Re: *************************
************************
*******, ** 62521

Case Number: 22186899
Date of Notice: August 23, 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.

Our records indicate that ***************************** purchased a storm-ready device on August 1, 2024. The storm-ready device was returned on August 20, 2024, and was received by a store representative on August 20, 2024. All charges should be removed due to the return of the device within the ****** return policy.

On August 19, 2024, three courtesy credits were applied to the account. On August 27, 2024, a credit was applied to the account to offset the storm-ready device. The credits are reflected on the September 1, 2024, billing statement. The request for additional compensation has been respectfully denied.

On August 27, 2024, an Executive Customer Relations agent spoke with **************** and confirmed the information above. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

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

Customer Answer
Date: 09/09/2024
[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,

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

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