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 Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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:08/20/2024

  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.

  I canceled the mobile phones on June 25, 2024, and Comcast issued another bill, I put this in dispute with Citi Card. No resolution as of today. The internet television I canceled on July 11, 2024 (see receipt) and I included the latest invoice that shows a credit owing to me of $100.15. Nothing received as of today. I am getting emails and text messages for me to pay the bills. You CANNOT get an English-speaking person when you call Comcast and it takes forever & ever. I quit them because of poor service and never issuing credits for outages. I included copies of the invoices Comcast claims I still owe. I have provided proof of when I quit their services.

  Business Response

  Date: 08/29/2024

  
  August 29, 2024
  
  
  BBB of ******************* & ********************
  *************************************************************************************************
  **********************
  
  Re:*************************
  ***************************************************************************************************
  
  Case Number:22171587
  Date of Notice:August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  I made multiple attempts to reach **************** regarding his Xfinity Mobile concerns; however, my attempts were unsuccessful. A review of the Xfinity Mobile account was completed, and I confirmed **************** discontinued Xfinity Mobile service for both lines on June 28, 2024. On July 5, 2024, a billing statement generated for the June 5 July 4, 2024 bill cycle. On July 25, 2024, a payment was made towards the July 5, 2024 statement. 
  
  On August 3, 2024, **************** initiated a dispute with his financial institution for the July 25, 2024 payment. When a dispute is initiated, the charge is then reapplied to the Xfinity Mobile account, to be paid on the next scheduled auto-pay date. On August 7, 2024, a late fee was assessed and added to the account balance. On August 22, 2024, the dispute was reversed, and the funds were given back to Xfinity Mobile. On August 25, 2024, a payment was auto deducted for the late fee payment. As of August 28, 2024, **************** does not have an active account with **********************, and the account has a zero balance, with no further billing. Our records confirm the payment on July 25, 2024 is a valid charge for services used. 
  
  Regarding the residential account, on August 23, 2024, a Comcast representative corresponded with **************** via email and explained on June 19, 2024, a billing statement was issued for services billed from June 23, 2024 through July 22, 2024. On July 8, 2024, a courtesy credit was applied to the account for the Regional Sports Network fee. On July 11, 2024, a payment was received covering the cost of the June 19, 2024 statement balance. On July 11, 2024, the account was disconnected at Mr. ******* request. Upon completion of the disconnection, the account reflected a credit balance. 
  
  On July 21, 2024, the payment received on July 11, 2024 was disputed with Mr.******* credit card company, resulting in the charges being added back to the account. Due to the payment being returned to his credit card on July 21, 2024, the account was left with a final balance, which is reflected on the final billing statement dated August 11, 2024. Based on the results of the account review, the account has been billed accurately for services, there are no billing errors, and the charges are valid for services rendered from June 23, 2024 through July 10, 2024. The account must be paid in full to avoid collections activity. We 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,
  
  
  ********** 
  Xfinity Mobile Execuive Relations
  
  

  Customer Answer

  Date: 09/03/2024

  I originally put the Comcast mobile charge in dispute with ********* and then I put the internet/TV charge also ionto dispute with ********** I have received correspondance from citi that everything has been resolved and the charges were reversed. I had over $100.00 credit with comcast when I quit there services. Along with the many credits that never materialized, I am glad to NOT be associated with Comcast anymore. The services had deteorated considerably, freezing screens, no internet at times, etc. Glad to be done with them. 

• Initial Complaint

  Date:08/20/2024

  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.

  Tried to set up internet and phone service via xfinity chat realized the *** wasnt understanding me so I ended the chat and called into xfinity. I called no less than 5 times over 2 days making sure the correct apartment was on the account and making sure my past balance was something they knew I had to work on incase it would be an issue. Each *** told me that the account was set up I was good to go once the modem arrived. The package came and I called 3 more times because they had my apartment information wrong and were going to shut my neighbors cable off by mistake. I spoke to a lady I again mentioned my prior bill she told me dont worry about it this is from Covid we arent collecting on these if you want to work on it fine but thats separate she then adjusted off money for equiptment to help me out when I called to make the payment plan my service was turned on and I was waiting for my SIM card for phone service. The next morning I wake up and my service is shut off. I call and am told by 3 ***s its over the past balance. I am confused because all of you told me it wasnt an issue. I asked for a manager he told me if I paid him $400 directly via phone he would keep my services on. I declined he told me he was closing my account and keeping my payments towards the back bills. I asked for his supervisor. He told me call executive escalations I did so and after speaking to 3 ***s in that department was put with ******* who told me theyre not really an executive team theyre corporate and they cant over ride or help but he appreciated my feedback further I was told no manager in the department I had spoken to had the authority nor ability to do a payment plan. This is terrible business I brought the past balance to your attention I asked to work on it your ***s who are trusted by xfinity told me it wasnt in the way and based on Covid it was all set and not restrictive of new service.

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       ******************************* ****
              ***************
  Apartment 2
              *******, MA 02571
  
              Case Number:                      22171492
              Date of Notice:             August 20, 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 account issue. **************** **** is associated with a previous account, which has an outstanding balance.
  
  **************** ****** current account was set up for the Connect More internet service on August 14, 2024,under a 24-month, multi-tiered promotional pricing plan. The promotional pricing was structured with a lower rate for the first 12 months and a higher rate for the subsequent 12 months, after which the standard retail rate would apply.**************** **** was also set to receive a discount for enrolling in autopay and paperless billing.
  
  On August 16, 2024, the previous outstanding debt was identified, leading to the disconnection of the current account, and a deposit refund was initiated via digital redemption on August 23, 2024. For services to be reactivated, the outstanding balance must be paid. This information was communicated to **************** **** on August *******. We will continue to follow up until the refund is received.
  
  Regarding **************** ****** request for compensation, I spoke with **************** **** on August 27, 2024, to address this matter. Compensation was respectfully declined, as the past-due balance is accurate and valid. The balance must be paid before services can be restarted.
  
  In relation to **************** ****** Xfinity Mobile concerns, on August 21, 2024, the eSIM order was canceled to prevent billing. On the same day, the physical SIM card was activated and then ceased, to prevent auto-billing. Education was provided to **************** **** that if she were to start new Xfinity Mobile services, she would be eligible for any promotions available, provided the qualifications were met. Xfinity Mobile respectfully declines the request for compensation, as it is not justified. There are no active Xfinity Mobile services, and the account has a zero balance.
  
  I apologized 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:08/20/2024

  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 August ******* I have spoken with *** at 3:49 pm on Tuesday August *******. I was letting him know in had happened to my bank account. *** did promised me that I could pay my Bill on 9-3-24. He was insuring me that my service will not get cut off. He even ensure me that he would take full responsibility if anything should happened to my services. I'm calling calling back because nobody is honoring in what *** to me on the phone. The refuse to help me. I never miss a payment up until now. Now that I need some help. I am very dissatisfied with this out come. The lies back and forth from *********** I'm not happy with this at all.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
               2712 Midlothian Tpke
               ********, ** 23224
  
              Case Number:                      22171385
              Date of Notice:                      August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  A payment arrangement prevents services from being soft disconnected by allowing a customer to extend their payment. Eligible customers can extend the payment 21 extra days from when the payment arrangement is first set up, but not more than 15 days past soft disconnection.
  
  On August 21, 2024, I spoke with **************** regarding a request for payment arrangements. Our records indicate **************** currently has a balance due. In order to satisfy the account and keep services current, a payment arrangement was approved on August 6, 2024, to make the full payment due on August 24, 2024. The same day, the payment was processed to be withdrawn on August 24, 2024.
  
  **************** carries a balance forward every month. The bill prints on the 17th of the month. Any service changes or payments made after that date will appear in the next statement. The billing service period runs from the 22nd of one month to the 21st of the following month, with a due date between the 9th and 11th of the month. If the account is not paid in full by the due date, the remaining balance is carried over to the next billing statement, causing the account to receive late fees, possibly soft disconnected, and the bill to be higher than expected. The most recent late fee was assessed on August 27, 2024.
  
  On June 17, 2024, the bill printed with a balance forward due now and new charges due July 10, 2024. On July 3, 5, and 8, 2024, partial payments were received. On July 17, 2024, the bill printed with a balance forward due now and new charges due August 9, 2024. No payment was received. On August 17, 2024, the bill printed with a balance forward due now and new charges due September 9, 2024.
  
  During our conversation, **************** was informed the current payment arrangement could not be extended to September 3, 2024; however, the payment arrangement could be extended to August 27, 2024. **************** agreed to the extension and to make the payment on the new date; therefore, the scheduled payment was updated to be withdrawn on August 27, 2024, as requested. Due to the balance being owed on the account, the request for compensation has been respectfully denied.
  
  On August 27, 2024, the scheduled payment did not process. On August 28, 2024, the account was soft disconnected. In order to restore service, the full past due payment must be made.   I apologized for any inconvenience that may 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:08/20/2024

  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.

  During a call with Comcast back in January 0f 2024 I asked if there were better rates and higher speeds available in residential. I was informed that not only was there a faster internet speed available, I was told it was cheaper. So I requested that my Comcast Business subscription be cancelled and signed up for residential. I then noticed that I was being billed for residential and business. I contacted Comcast Business and they told me I would have a refund due to me for over $300 dollars. Never got the refund. I called numerous times and always had to retell the story and always a promise that the refund was going to be sent. I just called again today, same story. They do not know why I did not get my refund. Personally, I think this is a business practice at this point as many others have pointed out the same story.

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************************
  , IL 60015
  
  Case Number:22171336
  Date of Notice:August 20, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Comcast Business service.
  
  On August 23, 2024, I spoke with ******************** regarding his claim that the previous refund check issued was not received. Our records indicate that the refund check was mailed on July 13, 2024, but I confirmed the check was never cashed/processed. Due to this, the Comcast finance team agreed to void the original refund check and re-issue a new check.  This process can take ***** business days. Additionally, an agent assists in removing a previously marked unreturned equipment charge, which generated an additional credit balance on Mr. ********* account.  This refund processed on August 24, 2024, and will also be issued via refund check within the next ***** business days. I will continue to follow up with ******************** to confirm both refunds are received. 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 Corporate Escalations
  

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 01, 2024, I applied for $180.00 Comcast military appreciation offer, on July 15, 2025 (estimated qualification date, on August 3, 2024 issued date supposedly of $180.00 which I have not received in a virtual email. On August 20, 2024, I called Comcast and spoke to a representative who gave me a case number, he told me that the card was issued virtually on August 3, 2024, and check my spam( nothing in spam or regular email). Also on August 20 I called the Comcast executive branch and spoke to a representative at the ********* and ask them to look up the same information. The *** representative told me that the card has not been issued and it could take 12 to 16 weeks from the date of August 3, 2024 to be issued, which would put me at a half of the year from the time of start date. Im asking for clarification because I was told two different things by Comcast representatives.

  Business Response

  Date: 09/09/2024

  
  September 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
              *****************
              ************, ** 32225
  
              Case Number:              22171325
              Date of Notice:             August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  Xfinity offered a promotion for our military customers through which they could qualify to receive a **** Prepaid Card, provided they satisfied certain requirements. To qualify for the promotion, customers were required to complete the military service verification process. In order to be eligible for the special benefits,the customer must be a ******************** customer and a member of the military community.
  
  *********************** satisfied the promotional requirements, and on August 30, 2024, *********************** received the **** Prepaid Card.
  
  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,
  
  ******************
  Executive Customer Relations
  
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  On August 20th around 8:00 am my Lifetime Movie Channel was not working for about thirty minutes which caused a huge inconvenience especially since the company cancelled illegally my Hulu and Paramount subscription and my Internet speed definitely does seem to be slowing down. I called Xfinity however **************** does not respond at all.

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:      *************************
              *******************************
              **************, IL 60805
  
              Case Number:                      22171067
              Date of Notice:             August 20, 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 communicated via email with **************** regarding her concerns. On September ******, a service-visit was completed during which time the technician diagnosed and corrected the service issue by replacing a TV Box and a connector. Our records indicate the equipment is online, and the signal levels are within the appropriate specifications. I attempted to follow up with ****************, but my attempts were unsuccessful.
  
  On September 3, 2024, I left a detailed voicemail for **************** providing the resolution and my direct contact information should she have any additional questions or concerns regarding this matter. I apologized for any inconvenience experienced while attempting to resolve this matter.
  

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

  Sincerely,
  
  
  ****************
  Executive Customer Relations

  
  

• Initial Complaint

  Date:08/20/2024

  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.

  I never had an account with ********************** / INFINITY. The are asking for payment and now Im suspended. I have been living in State of ******** since 02/1998. Someone has been doing fraud!!!!

  Business Response

  Date: 09/05/2024

  
  September 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  ***************************
          VA 23112
  
          Case Number:   22170955
          Date of Notice:  August 20, 2024
   
  Dear Sir/*****: 
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* on behalf of ***************** regarding Xfinity service.
  
  Xfinity records indicate that ************ had service in ************, ** *****, and passed away on January 6, 2023. On January 30, 2023, the account was disconnected, with a final balance owed. On January 30, 2023, two pieces of Xfinity equipment was removed from the account, but one device, serial number ending in QS37, was inadvertently added back to the account on the same day.  On February 28, 2023, equipment charges were applied to the account, leaving a balance due.  
  
  On August 22, 2024, I spoke with ******************** regarding the concerns raised in her complaint. ******************** is listed as one of the authorized users on the account. I confirmed that the account was not in her name only, and that she was authorized to make changes and update the account. I advised ******************** that she was receiving emailed billing statements because her personal email was linked to the account. 
  
  On August 22, 2024, the equipment with the serial number ending in QS37, was removed from the account, which reversed the unreturned equipment charges. On August 22, 2024, a one-time courtesy credit was applied to the account to remove the remaining balance, which is reflected along with the equipment reversal on the September 1, 2024, billing statement. The account now has a zero balance. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:08/20/2024

  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 scheduled a payment arrangement with a Tier II supervisor at the end of July for a past due balance of $60. (Due to being hit by Hurricane *****) The payment arrangement was for $120, since the next bill due date was on August 6. On August the 1st the payment was taken via ACH payment as I will show proof. Prior to this I had setup numerous payment arrangements via a customer service agent by phone. As well as through the xfinity app as I was told to do!! Although I had these arrangements ************* was still disconnected several times to which I was charged re-connection fees and other fees totaling $116. I was told these charges would be credited due to the mistake as well as the inconvenience. This is aside from the most recent credit of $60 that was applied for previous issues with a premium service I have on my account that I am still unable to use. On August 1 my service was disconnected due to a past due balance of $0.00 No one could explain why or fix the issue. I was forced to go into the store (although I was sick with Covid-19) to correct the issue. I explain this to the *** on the phone that I spoke with on August 1st who basically ignored me!! Forcing me to go into the store to fix the issue which took over 30 minutes! At that time I still made a $20 payment which should have left a balance of $4.28 but instead my balance read $105 I have called numerous times about this issue. The last call was today, in which the supervisor was very very rude and kept cutting me off! The person I spoke with told me their name was ******* (Rep *** ************* thats the information they gave me. At the time it is showing I owe $300+ which I know to be incorrect! Please have someone contact me ASAP screenshots are included in this complaint

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************************
              ***************************
              Suite 369
              *****************
  
              Case Number:                      22170380
              Date of Notice:                     August 20, 20241
  
  Dear Sir/*****:
  
  This ****** 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. Although I was unable to reach **************, a review was completed on the account. Our records indicate a payment arrangement which was due on or before July 6, 2024, was fulfilled when the electronic funds transfer payment was applied to the account on July 4, 2024. In addition, a payment was applied to the account on July 5, 2024, using a credit card.  The July 16, 2024,billing statement reflected an amount owed which included a past due balance and regular monthly charges. 
  
  A credit was applied to the account on July 17, 2024, and was reflected on the August 16, 2024, billing statement. 
  
  On July 19, 2024, the July 4, 2024, electronic funds transfer payment was not honored by ************** banking institution and the amount was placed back on the account as a debit, which resulted in a return check fee and a late charge being applied to the account, resulting in the services being interrupted for non-payment on July 20, 2024. Reactivation fees were applied to the account on July 22, 2024, and July 29, 2024. 
  
  A one-time electronic funds transfer payment was applied to the account on July *******.  A returned fee adjustment and late charge were applied to the account on August 1, 2024.  The payment that was made on July 20, 2024,was not honored by ************** banking institution and the amount was placed back on the account as a debit. 
  
  On July 27, 2024, the account was suspended due to non-payment of service. On July *******, Service was restored with a payment was scheduled to be completed on August 1, 2024.
  
  A credit was applied to the account on August 1, 2024 and is reflected on the August *******, billing statement. 
  
  On August 1, 2024, two separate payments were applied to the account and a return fee was applied to the account.  In addition, the account was blocked from using bank payments due to the return payments outlined above. **************' account is restricted from making EFT payments until January 28, 2025.
  
  The August 16, 2024, billing statement reflected an amount owed which included a past due balance, regular monthly charges and one-time charges. 
  
  A payment was applied to the account on August 20, 2024, August 28, 2024 and September ******. 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
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  I called xfinity today 8/20/2024. I was looking to see about lowering the rate of my bill. I have been a loyal customer for several years. I see they are offering a rate of $55 to new customers for the same plan I have and me $122 a month. I received no help from the two people I called. The tried selling me something for $100 because I might be being charged a fee without even looking into if I was or not. Didnt even ask if I wanted to sign up asking right away for a credit card number. I dont like the fact that I want even offered any type of real solution or any help. They just tried getting me to pay even more money.

  Customer Answer

  Date: 08/23/2024

  I spoke with xfinity executive customer relations and was able to resolve the complaint. They were able to give the adjustment that I was asking for. The lady I spoke with on the phone was very helpful and was able to quickly fix the issue. 

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:***********************
  ********************************************************************************
  
  Case Number:22170073
  Date of Notice:August 20, 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 23, 2024, I spoke with **************** regarding his billing concern. During our conversation, **************** accepted a 24-month contractual promotion for Fast Internet and xFi Complete effective August 23, 2024 to August 31, 2026. When the promotion expires regular rates will apply. Taxes and fees are not included in the promotion price and are subject to change. The account currently receives a monthly self-service discount with maintained enrollment in automatic payments and paperless billing.
  
  Please be advised the billing on the account is accurate. As such, the request for compensation is unjustified and has been respectfully denied. 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,
  
  
  Queen Q.
  Executive Customer Relations 
  

• Initial Complaint

  Date:08/20/2024

  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.

  Since August 1st 2024! I have been unable to receive my call transcripts. I have been told there is no supervisor available. Unavailable to obtain a US call center to speak to a CS supervisor. Im have spent too many hours with no resolution.

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *********************
              ***************************
  ***********************************
  
  Case Number:                    22170021
              Date of Notice:             August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* for the account owned by ************************* regarding Xfinity Mobile.
  
  Upon receipt of the complaint, I spoke to ************** on August 30, 2024, and explained the request to receive call transcripts in the complaint is respectfully not possible as Xfinity Mobile does not record customers personal phone calls and we don't store the content of any text messages. During our phone call, ************** confirmed she understood the process to access her call and text history including dates, times, and phone numbers for calls and text messages within the Xfinity Mobile app or online website. ************** explained she is only able to see the three most recent billing invoices. This is the expected behavior of our website as due to a recent implementation, only 3 months of data records are available for a customer to access, indicating our services are functioning as intended.
  
  I apologized for any inconvenience or frustration 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,
  
  
  ****************
  Executive Customer Relations
  ************* Extension,  3052901