Complaints

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

close

Find a Location

Comcast Corporation has 929 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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:08/22/2024

  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.

  8/21/2024 @ 12:59pm My Xfinity service was interrupted. I have a family member that works remotely and relies on the internet service. This resulted in them being unable to work for the remainder of the day. I called several times to speak with an agent and was run in circles by the automated system. Finally I was able to speak with someone who said they would get an agent out the same day. A confirmation number was given and we were told to expect a technician to come out for service between the hours of 5pm-7pm on 8/21/2024. Eventually I received a set of surveys for the services rendered today. I rated them. Shortly thereafter an agent called to follow up about my review. I informed her that the service had not been restored and that I was waiting for a technician to come out between 5pm - 7pm as I was initially told. She said she couldnt see that anything had been scheduled. I explained how this was affecting working remotely and how a day of work had already been lost due to this. The agent then said she would work at getting a technician sent today & she would call back in 30 minutes. I gave her over an hour to call back and she never did. I called xfinity again, spoke to a supervisor and was told that no one can come out today. Further resulting in inability to work. When speaking with a manager and stressing how debilitating this situation was and how I wanted to be compensated, the call was disconnectedand with no resolution. I called back again to resume the call and no one was available to finish the call I was told that the same supervisor would call back and I have yet to hear from her.

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:Princess Stover 
  , IL 60099
  
  Case Number:22177269
  Date of Notice:August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Princess ****** regarding Xfinity service.
  
  I attempted to contact **************** via telephone and email several times. While my attempts were unsuccessful, our records indicate that on August 21, 2024, a service visit was scheduled for August 22, 2024. On August 22, 2024, the service visit was completed during which time the technician diagnosed and corrected the service issue by replacing defective inside wiring, replacing a defective ground block, and providing customer education. A review shows that the equipment is online, and the signal levels are within specifications. 
  
  On August 28, 2024, a credit was applied to the account for the service issues. The creditwill reflect on the September 19, 2024 billing statement. 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,
  
  
  Queen Q.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  June 16, the business offered to keep my internet plan rate at $60 monthly and give me a free ipad. They said that the promotional discount would total 40 which would fully cover the cost of the ipad over 24 months plus the mobile service fee it came with. This turns out to be false - i am being charged an extra 40$ a month and the promotional discount only deducted $10. I tried to ask if i could return the ipad as a result of me being charged amid promises of not being charged, and they refused saying that the return window had closed in June (the return window closed before my new bill was ever posted, meaning it would be impossible to know i would be unlawfully charged until the return window closed). I just want to return the ipad.

  Business Response

  Date: 09/10/2024

  
  September 10, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
  ***********************************************************
  *************************
  
                  Case Number:      22176628
                  Date of Notice: August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  On June 17, 2024, ************** purchased an Apple iPad. At that time, Xfinity Mobile did not offer any promotions for tablets or iPads, causing ************** to be charged regular price for the unlimited data plan and regular price for the device payment plan.
  
  On August 21, 2024, the iPad was deactivated to prevent future charges. As a courtesy, on August 26, 2024, a return label for the Apple iPad was sent to *************** verified email address on file. On August 30, 2024, charges associated with the iPad were removed from the account. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
  
  Upon receipt of the complaint, I contacted ************** and explained the above information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **********************
  XM Executive Resolutions
  ************** Extension *******

• Initial Complaint

  Date:08/22/2024

  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.

  Hello,My name is ********************************. I received an offer to receive a bundled package that would include Xfinity Internet and Mobile services. I ordered an IPad from Xfinity and received a package from Xfinity with only an Esim card but no IPad in the package. I submitted this complaint to Xfinity and they told me to file a police report, send pictures of the package, and proof of tampering. I sent the proof to xfinityMobileXM_shippingclaims@comcast com and I received approval of the claim July 25th (ticket of shipping claim EMC0008514722). Xfinity mobile is trying to charge me for the IPad and services even after all this has been completed. I have called multiple times to resolve this but have been promised that I will not be charged and that all my services had been canceled as I requested. They want to charge me on September 10 (which was promised to have zero charges) and in October 10th( also promised not to have any future charges for anytime in the future, I would have been cleared for all future charges promised by at least 2 different agents one named ****) for services they have not given. I only want to cancel my account with them and be clear of charges for services and IPad I never received.I have called multiple times and requested a supervisor which promised to resolve my issue on the call but told me to hold and then he sent me to an agent that did not know anything about my case. I also have been lied to on many accounts that I will not receive charges and will not accumulate future charges since my services had been 'canceled'. I asked for email verification or cancelation number and they refused to provide me any.

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
              *************************************************************
              ****,TX 77450
  
              Case Number:                    22176081
              Date of Notice:              August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile.
  
  Upon receipt of the complaint, I spoke to ************** on August 22, 2024, and explained that a case had been created to investigate the claim of a missing iPad ordered July 13, 2024, that was never delivered. ************** provided a police report which I attached to her shipping claim at that time.
  
  On August 23, 2024, the shipping claim was approved, and we issued credits for the entire device balance of the iPad, and the device was deactivated to cancel future billing. Our records show we issued a full refund on August 12, 2024, for the upfront payment that was charged to ************** at the time of the order. I spoke to ************** again on September 1, 2024, who confirmed she received the refund we previously issued. I explained that we have approved her shipping claim,and her mobile account is now deactivated with no balance owed moving forward.I apologized for any inconvenience 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.
  
  Sincerely,
  
  ******
  Xfinity Mobile Executive Resolutions
  *************************
  

  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. The representative from Xfinity has assured me over the phone that my Mobile services will no longer accumulate charges, the missing IPad from the shipping claim was removed from my account. But I wanted to note that I did receive an email again to 'return' in the IPad. I hope this will not be an issue for the future and want to make an official note of this.
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  Back in April 2023 someone opened up a Comcast account in my name. I have not had a Comcast account since I left ********************** I discovered this account on my credit report October 2023 for $545 with an address that Ive never lived at. Contacted my credit bureau to get the issue corrected. They proved that it was not me. It was due to identity theft but Comcast nine months later July 1 of 2024 added a collection account from sunrise to my credit report for a fraudulent account. What type of company sells fraudulent accounts?This should be illegal because once they found out that it was not me that fraudulent account should have been closed. It should not have been sold to a collection agency.. It just goes to show that Comcast is about money, no matter who they hurt as an innocent person.

  Business Response

  Date: 09/06/2024

  
  September 6, 2024     
  
  
  Better Business Bureau
  ******************************************************************
  Suite 1330
  *********************
  
  
    Re:     *****************************
  P.O. Box 1063
  **********, DE 19899
  
  File Number:                22176042
  Date of Notice:              August 22, 2024
  
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by *****************************. 
  
  Regarding the Identity Theft concern, 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 identify 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 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. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  An identity theft packet has been sent to *****************************. In order to process this claim, ***************************** will need to provide the following documentation:
  
  Identity Theft Victim's Complaint and Affidavit Form, completed.
  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.
  A copy of your valid government-issued photo identification card.  You can submit a copy of your driver's license, state-issued ID card or your passport.
  A Comcast ***************** Assurance technician made several attempts to contact ***************************** to advise them of the above information. Unfortunately, all attempts were unsuccessful. The technician left a message with their direct contact information should ***************************** have further questions regarding this matter.
  
  Regarding the billing concern, a review of the account reflects subscription to ********** and Gigabit X2 Internet service at standard retail rates. Additional services included ***** MGM+, HBO Max,Showtime and Starz. Package pricing does not include equipment, taxes and fees.Pricing was reduced with a monthly multiple product discount.
  Payment was not received. On May 30, 2023 service was interrupted for non-payment with full disconnection of service completed on June 24, 2023. This is reflected on the billing statement dated June 24, 2023. The balance due includes charges for service up to May 30, 2023 and four pieces of unreturned equipment. On July 27, 2023 the account was forwarded to collections. At this time, the balance due is deemed to be valid.
  An Executive Customer Relations specialist made multiple attempts to contact *****************************. All of which have been unsuccessful. Contact with ***************************** is required to further investigate and resolve this concern.
  Should you have any questions please feel free to contact us.
  
  
  
  Sincerely,
  
  Comcast ***************** Assurance
  ************
  
  
  [1] *****************************************************

   

• Initial Complaint

  Date:08/22/2024

  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 called in to complain about frequent service outages begining *********************************** resolving the issue the *** decides to sell me on a plan. I explained to this *** and many others on different occasions that I don't want to change my plan or extend my contract because I might be moving out of state. The *** says no worries if that happens etf doesn't apply. I agree. Well the time comes I have to move to a non xfinity serviceable area. I call about my last bill disc***ancy on paper from online the *** ****** on July 17 2024 ensures me the $36 are final and I will receive no other charges to ignore the fees I see online his billing tool is more up to date than what I see online and we discuss me being out of state. Fast forward I get another bill at my new out of state address for etf. I dispute it it escalates and within min from hanging up is rejected no explanation. Called to speak with manager Aug ************************************************************************ ***** min,no such call back made. The fee is not explainable I had 7 months left according to retention ***, why am I being charged $80+ / total $110 contracted etf that diminishes into contract?

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:*********************************
  *******************************
  ******************
  
  Case Number:22175734
  Date of Notice:August 22, 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 28, 2024, I spoke with ********************** regarding an early termination fee concern. Upon review of the account, the decision was made to waive the early termination fees associated with the cancellation of the account. As a courtesy, a credit was applied to the account on August 28, 2024, leaving a zero balance. As the account is disconnected, no further billing statements will be sent. 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:08/22/2024

  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 am sick of being lied to by Comcast/Xfinity. I try to resolve issues, I get a call, usually while I am at work, and return the call, but never speak to anyone and the issues persist. On the 14th of July, a service appointment was set without my permission. Equipment was ordered without my permission. The technician came to my door. I told him I did not set an appointment, I was CURRENTLY in the middle of a final and NOT TO TOUCH ANYTHING. 15 minutes later, my internet is out. I am texting him, and he says "I didn't do it" then he checks and texts "my techs were testing things"!!! It took an HOUR TO GET BACK ON. I failed my test because it timed out. Cost my $12,000 and I have to repeat the course. I set payment arrangements. They were set for the wrong amount, and wrong day. I spent two hours on chat (the method we are told to use for Promise to Pay and arrangements. (See CHAT ID #*******************. I am told the set payment was deleted (it wasn't) the arrangements were corrected. It wasn't. If you review the chat, I am to have a payment of $375 made on 8/23 (not today!) and another on 9/1. that will clear the entire past due. I am on chat again and no one can get anything right. This is the most incompetent company I have EVER DEALT WITH. Nothing is ever right!!! I need a LARGE CREDIT PLACED for the Masters course I must repeat. I also need this account brought current and my arrangements (which were approved by a supervisor. This is ridiculous!!! And now the person on chat says my arrangement will be fixed in 24 hours. I will have an interruption of services by then and payment will have not been deleted. This is absurd!!!

  Business Response

  Date: 09/19/2024

  September 19, 2024

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

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

  
  Case Number: 22175610

  Date of Notice: August 22, 2024

  Dear Sir/Madam:

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

  There are no records of a scheduled service visit on July 14, 2024. Ms. ****** account is current; consisting of charges from the August 11, 2024, bill statement and prorates from the August 20, 2024, change of service.

  On August 30, 2024, I spoke with Ms. ****** regarding her concerns. I confirmed that streaming channel Qello was canceled on August 19, 2024. All charges for the service, from June 12, 2024, through September 13, 2024, were credited on August 30, 2024. I also credited reactivation fees charged on July 15, 2024, when a pending non-pay service suspension opened on July 13, 2024, and was canceled on the
  same day. The above-mentioned service credits applied to the account on August 30, 2024, will appear on the September 11, 2024, bill statement.

  Ms. ***** reported Xfinity Voice and internet service issues, may require assistance from a technician. I was unable to schedule a visit; at the time, of our call and agreed to follow-up with Ms. ***** to address these concerns. My attempts to reach her, following our August 30th conversation, were unsuccessful. Contact with Ms. ***** is necessary; a service visit may be required, to address the reported service concerns. 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 Response Team

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service 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 upgraded my phone with Xfinity mobile a few months ago. After several agents messed up my account. I made about 20 or more calls and 20 or more chats. I have spent over 100 hours on the phone with agents and continue to have problems. They have charged me for 5 lines and I only have 4, they are charging me twice for the same phone number. my voicemail keeps getting deactivated. They have deactivated my phone number and phone so many times and I was without a phone. The agents are all out sourced and told me they are based in *****. They will tell me my issue is fixed permantly and then the next month I am overcharged again for my bill. I am getting no results from calling. I was charged last month for the same phone number twice so and extra $15 charge. This coming month they are charging me $17 for a phone number I do not own. I am at a loss with this company anymore. They roped me into a contract for my devices so I have to stay with them while I am being charged for services I do not have and was not given really any credits for the inconvenience. Last month I had a panic attack due to so many days without a phone and them deactivating my phone number. The agent had no empathy and did not offer anything while I was crying on the phone. Terrible company and no way to even get to a manager who lives in the ***.

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
              *********************************************************
              Grand Ledge, MI 48837
  
                Case Number:                    22175438            
                Date of Notice:             August 21, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  On August 23, 2024, I spoke with **************** regarding her Xfinity Mobile concerns. On May 30, 2024, *************** placed an order for a new ******* Galaxy S24 which was to replace her old device which had broken. Xfinity Mobile records indicate a MDN swap was done with a temporary line to attempt to provide service while customer waited for the new device. Upon speaking with ****************, I was able to confirm that the temporary line was disconnected already and the numbers on the account were correct. I also confirmed with **************** that their voicemail issue was resolved as well and is working. Credits and refunds have been provided to the customer by previous agents on August 21, 2024 and were reflected on June 30 -July 30, 2024, Billing Cycle.
  
  On August 26, 2024, an email was sent to **************** as requested. I Informed her that the price showing on the order placed back on May 30, 2024, for our XMPP (Xfinity Mobile Protection Plan) was correct until July 10, 2024, when we officially launched our new XMC (Xfinity Mobile Care) plan with this update it changed the pricing for all 4 tiers (the tier is determined based on the retail value of the device) for our ************ Which caused an increase in the billed amount.
  
  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 ********************************.
  
  Sincerely,
  
  
  ********************
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a phone from xfinity in late ****** was sent two, i returned the first, i have been charged three lines instead of two ever since; i have tried to obtain a simple resolution for three months (xfinity has verified they have received the phone 10 times and keep re-verifying the same every time i call), I have talked to xfinity customer service at least 10 times. this solution is very simple, but xfinity has not accomplished it. i was just on a chat for nearly an hour with no resolution. so i am going to the bbb; i can provide documentation if/when needed. also my bill was adjusted in may, and june, and july every time needing 3-4 calls and every month its the same issue ; i paid $42 extra 7/30 and am doomed to pay $42 extra 8/30 so i am done with this issue on my end

  Business Response

  Date: 09/06/2024

  September 6, 2024

  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
   
  Re:  ***************************
          ******************
          *********, ** 15681
  
          File Number:     22175410
          Date of Notice:  August 22, 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 August 23, 2024, I spoke with ****************** regarding his Xfinity Mobile concerns.
  
  Our records indicate that ****************** started service with Xfinity Mobile on March 6, 2020. On April 27, 2024, an order was placed for an Apple iPhone 15 Pro on a device payment plan for 24 months, and an additional line of service was added. On May 4, 2024, ****************** contacted Xfinity Mobile, and a return was processed for the Apple iPhone 15 Pro. On May 16, 2024, the device was returned to Xfinity Mobile with no trouble; however, due to a system error, the device was not removed from the account. 
  
  On August 23, 2024, the device balance was removed by accelerating the balance and applying a credit of the same amount, which is reflected on the August 10, 2024-September 9, 2024, bill cycle invoice. On August 23, 2024, I provided ****************** with a refund for the initial payment of the Apple iPhone 15 Pro made on April 27, 2024, device payments for April 10-May 9, 2024, bill invoice, May 10, 2024-June 9, 2024, bill invoice, and the June 10, 2024-July 9, 2024, bill invoice, line set-up fees, and unlimited data charges. In addition, on August 23, 2024, a credit for the device payment for the Apple iPhone 15 Pro was applied to the July 10, 2024-August 9, 2024, bill cycle invoice. I confirmed with ****************** on August 29, 2024, that he has received the refunds, and his issue is resolved. I apologized to ****************** for any inconvenience this may have caused. 
  
  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

  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:08/21/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Xfinity mobile phone line which I cancelled when I had my phone number ported from them in February but I am still receiving monthly bills for this service. I paid my final bill and there should not be any remaining balances on the account. I have reached out to Xfinity mobile more than 10 different times to get this resolved to no avail. Every time I call in and speak with an agent I am assured that they will take care of closing my account and crediting any remaining balances yet I continue to receive a monthly bill from them. This company has made it incredibly difficult to terminate this service and I am reaching out here to get some assistance with getting my account closed.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*********************************
  , AZ 85258
  
  Case Number:22175218
  Date of Notice:August 21, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  Our records indicate ******************** cancelled her Xfinity mobile service by porting out her MDN (mobile device number) ending 5878 on March 13, 2024. ******************** was charged for the March 11-April 10, 2024 billing cycle. On May 11, 2024, ******************** was charged a late fee for non-payment. On June 12, 2024, the account was written off to collections. 
  
  Per Xfinitys policy, unlimited data plans are prorated based off the days service was active; however, By the ******** plans are not; therefore, ******************** was charged for the full 3-Gig By the ******** plan for the March 11-April 10, 2024 billing cycle. 
  
  On August 22, 2024, I educated ******************** of the billing cycle dates and advised the charges were valid. I advised ******************** that as a courtesy, on August 22, 2024, I applied a credit to clear the past due balance. I educated ******************** the account is successfully closed and advised her the collection will be removed within 30 days. 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,
  
  
  ****************
  XM Executive Resolution 
  
  

  Customer Answer

  Date: 08/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:08/21/2024

  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.

  Deceptive description of Xfinity NOW prepaid mobile. Salesperson assured the transfer to Xfinity from my current provider would be done via E*** and transfer PIN in minutes after $50 deposit paid. Then suddenly said a physical *** would be mailed in 2 business days. LIE#1. Was NEVER told my CC used for the $50 deposit was now locked in as form of payment for auto-pay of the Pre-paid service (LIE #2) WHETHER OR NOT I EVER RECEIVE OR EVEN PLACE THE *** CARD IN MY PHONE to activate! Of course I have not and will never. *** arrived 6 days late with no tracking updates. I REFUSED DELIVERY, returning it to a *** storefront. Was told by XFINITY phone and chat that the ONLY 2 ways to cancel NOW service (regardless of whether I EVER insert the ***) is return the *** to an Xfinity store to process cancelation or select "cancel order" through my online account, and MUST be done within 14 days! 2 XFINITY STORE MANAGERS told me "NO Xfinity store help with ANY NOW CUSTOMER SERVICE WHATSOEVER, INCLUDING CANCELATION, and certainly cannot accept a *** card for return!" One manager in tears with her apology for the "lies customers are being told by NOW sales". Promotional posters all over the sales floor, however. "Oh yes! We can SELL NOW, but can't offer ANY service, answer ANY questions or help cancel! XFINITY designed it that way to trap you!" Stores are FULL OF ANGRY CUSTOMERS!" Online account blocks access to the "legal documents" and "contract documents" in my profile. Googled this issue: hundreds of others are blocked from reading theirs as well, getting error messages when attempting to access legal disclosures since 2023! . Error messages or "order status unavailable" when attempting to cancel NOW; Access to auto-pay credit card they saved without my consent is BLOCKED! No live support, and I just RECEIVED A RECORDED MESSAGE: "WE ARE ABOUT TO START CHARGING YOU. PLEASE ACTIVATE YOUR DEVICE". I canceled a 7+ year loyal internet account I had with them because of this scam.

  Business Response

  Date: 09/03/2024

  
  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:**************************************
  ***************************;
  *****************
  
  Case Number:22175158
  Date of Notice:August 21, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************** regarding Xfinity Mobile service.
  
  I made several attempts to contact ***************************** via telephone and e-mail. Although I was unable to reach *****************************, a review was completed on the account. Our records indicate that NOW Mobile service was initiated on August 12, 2024, with an order for a SIM card for a customer-owned device, a ******* Galaxy S23 Ultra, IMEI ending in 0233, that was mailed to the address on file on August 13, 2024. Service was established with automatic payments, as per Xfinity Mobile policy. The order was delivered on August 20, 2024, and was declined by *****************************.
  
  On August 14, 2024, ***************************** contacted Xfinity Mobile to cancel services. Due to an unknown error, the request was not processed. NOW Mobile services reflect as being able to be paused, transferred, or disconnected in the Mobile app or online. If a device was purchased for NOW Mobile, it would need to be returned to a retail store within 14 days. On August 22, 2024, a voluntary disconnection of service was completed.
  
  On August 29, 2024, the payment method on file for the Xfinity Mobile account was removed as requested, as the account shows deactivated. If NOW Mobile service is cancelled before activating the device, a refund would not be eligible for service or line set-up fees, as per the NOW Mobile service customer agreement. The request for compensation is respectfully denied. 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,
   
   
  ******************
  XM Executive Resolutions
  

  Customer Answer

  Date: 09/19/2024

  Case is NOT resolved!
  The Comcast response you mailed was so utterly ridiculous it was hard to figure out how to respond. As usual, I was left with the burden of wondering whether their staff is incompetent or just "playing dumb", since the reply demonstrated an utter disregard or misunderstanding about the ACTUAL complaint.
  
  The complaint was MISREPRESENTATION