ComplaintsforComcast Corporation

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've just spent the better part of 3 hours on the phone or trying in some way to communicate with Xfinity. The organization is so large that they cannot properly process customer issues or concerns.I raised a complaint (or what I believe to be one *************)My contract has expired, I was not notified about this, Other companies generally send you an email, Xfinity, no, they will let it roll over into an unagreed contract with an unagreed price.My new billing amount is a 68% increase to what I pay today, I've tried to make a complaint although I'm told I will be getting a call back. I'm shocked at this poor business practice, we've been with xfinity for a while now and I've never had this problem before or with any other provider. Everyone should be mindful of this and how it is a potential 68% increase to your billing if your contract has expired, but guess what, you need to keep track of that yourselves as they won't tell you.

  Business response

  02/12/2024

  ******** *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       ***************************             ****************************************             *********** *****               **** *******                    ********             **** ** *******             ******** ** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 6, ****, I spoke with ******************** regarding a billing concern. Our records indicate that the current 12-month Gigabit Extra Internet promotion will soon end on February 14, ****, and on February 15, ****, retail rates will become effective.
  
  On February 6, **** ******************** accepted a new 12-month promotion for Gigabit Extra Internet and xFi Complete effective February 6,**** through February 14, ****. At the end of the promotional period, retail rates will apply. ******************** also receives a monthly discount for enrollment in both EcoBill and AutoPay. Should enrollment in either be cancelled at any time, the associated discount will be removed.
  
  I offered an apology for any inconvenience that *** have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ****************
  Elite Customer Experience

  Customer response

  02/12/2024

  [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

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Never had an account with this company but they posted on my credit report that I did. They are unwilling to fix the problem and remove from my credit report.

  Business response

  02/07/2024

  ******** ** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************************   *** *************************** **************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau by ********************************
   
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing 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 January 31, ****, a Comcast ***************** Assurance technician contacted ******************************* to discuss his concerns and apologize for the inconvenience or frustration he experienced.  The technician advised **************** of the above information. The technician advised **************** that the Comcast Privacy Policy can be found online at www.xfinity.com/privacy. The technician provided their direct contact information so that **************** can contact them with any further questions or concerns.
   
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet outages 4 days in a row and Comcast has told me to wait for a reimbursement. As well this company makes it nearly impossible to speak to anyone because they know their level of service is unacceptable.

  Business response

  02/07/2024

  ******** ** ****   *** ** ***** ********** ** * ******* ************ **************************************************************************************************************************** ********************** ************************* ****** ** ***** **** *************** **** ** ************** *** ****
  
  Dear Sir 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. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that Mr. ******* service was affected by several outages in his area from January 21, **** through January 16, ****. On January 21, ****, an outage was reported and was resolved on the same day, after Comcast's maintenance team corrected the issue causing the outage by adding a power pack. On January 22, ****, an outage was reported which impacted multiple customers. On January 22, ****, Comcast's maintenance team identified and corrected the issue causing the outage by replacing the *** hardware. On January 23, ****, an outage was reported and resolved on the same day after Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. 
  
  Then, on January 24, ****, an outage was reported which impacted multiple customers. On January 24, ****, Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. On January 25, ****, the service was affected by an outage, causing the loss of service for multiple customers. On January 25, ****, Comcast's maintenance team identified and corrected the issue causing the outage by resetting the **** On January 26, ****, the service was affected by two outages in the area. On January 26, ****, Comcast's maintenance team identified and corrected both outages by repairing failed equipment. A review of the account shows that no additional outages have been reported. The equipment is online, and the signal levels are within specifications. 
  
  On January 24, ****, a one-time service adjustment was applied to the account. On January 21, ****, a service adjustment was applied for services billed from January 21, **** through January 26, ****. The credits were reflected on the January 28, **** billing statement. Contact with **************** is needed to address any additional concerns. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  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 
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a veteran 69 years old residing in a senior citizen building with cable service provided by xfinity and my cable service sound and picture has been freezing for over 2 months now so in the month of December xfinity sent a technician out twice one before Christmas, who did nothing and the other on 12/28/2023 who told us that something within the fibro optics is causing this picture and sound to freeze and the engineering department is working on fixing the problem. It has not been fixed yet as of today. I pulls up my bill to and they are charging me $100.00 for that visit under one time charges. They claim they credited $50.00 to my account. I have limited basic cable and this limited service with this freezing issue going on should be under the $212.49 that I'm paying now until they fix the problem. Prior to me reaching out to you I set up a call back from the billing department and the representative acted as if she couldn't understand as if there was some sort of language barrier. I hope in my attachment you can see where they want me to pay $422.00. If there was another provider servicing this building I would definitely try them. It's a shame all of us seniors utilizing this service here have to go thru this. The second technician told me that a roku smart TV would stream the xfinity service, but I can't afford that and pay for cable service. I hope you can remedy my situation.Thanks ***********************

  Business response

  02/07/2024

  **** ** *** *************** ** **** *** ** ***** ********** ** * ******* ************ **** ****************************************************************************************************************** ************************** *************************************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Records reflect on December 27, ****, a service visit was completed, at which time the technician coded the cause of the issues as customer education. On December 28, ****, a service visit charge was assessed.
  
  On January 24, ****, I spoke with ************ to review his concerns and scheduled another service visit to be completed on January 25, ****. On January 24, ****, a credit was applied to the account for the aforementioned service visit charge. This will reflect on the February 20, ****, billing statement.
  
  On January 25, ****, a service visit was completed during which time the technician determined that the outlet required an electrician to replace, and so he subsequently installed an external outlet line to provide service to that outlet. 
  
  On January 21, ****, I spoke with ************ and he confirmed the service was working correctly. On January 31, ****, a credit was applied to the account for one month of service. This credit will reflect on the February 20, ****, billing statement.
  
  On February 7, ****, I spoke with ************ and confirmed that the external wire will sit outside the wall and in-wall wiring would need to be completed by an electrician, or he may continue to use that line indefinitely. I apologize for any inconvenience he may have 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

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Comcast killed my access to my email, my lifeline that has cost me well in excess of $5,000 in lost prizes and business. They had over three months to fix it. And in there security team, committed federal offenses. By mailing my personal info to old address. They promise to call back and maybe 1 in 10 times do. I have to call back. They blocked me from the corporate phone number. The executive care pass the buck to security. That insults me. Today I had the multiple promises they would call in ***** hours. That was last Monday hours earlier, and no call! They expect screwed customers to call phone numbers with only robotic self help, that is no help!I want the Top customer service person, last known as *************************, call me with a resolution. The rest of the executive customer care that supremely failed need to be fired.I would prefer the *** call me, because it is oblivious they do not care about there customers.

  Business response

  02/06/2024

  ******** ** **** ****** ******** ****** **** *****************************************************************************************************************   ***     ******************************* **************************************** *********** ** ***** **** *******                ******** **** ** *******              ******* *** ****
  
  Dear Sir/Madam: ************ letter is in response to the above-referenced complaint submitted to your office by ********************************
  
  On October 10, 2023, ****** announced a vulnerability in software used by Xfinity and thousands of other companies worldwide and issued a patch. Xfinity promptly patched the ****** vulnerability within its systems. Xfinity further implemented additional mitigation guidance from ******, which ****** released on October 23, 2023,after determining that its patch did not fully remediate the vulnerability.However, during a routine cybersecurity exercise on October 25 and 26, Xfinity discovered suspicious activity and subsequently determined that between October 16 and October 19, 2023, there was unauthorized access to its internal systems as a result of this vulnerability.
  
  Xfinity notified federal law enforcement and initiated an investigation into the nature and scope of the incident. On November 16, Xfinity determined that customer information was likely acquired. After additional review of the affected systems and data,Xfinity determined on December 6, 2023 that it had sufficient information regarding the customer information impacted to begin the process of preparing customer notices.
  
  ********************** has required customers to reset their passwords to protect affected accounts. In addition,Xfinity strongly recommends that customers enable two-factor or multi-factor authentication to secure their Xfinity account, as many ********************** customers already do. While Xfinity advises customers not to re-use passwords across multiple accounts, the company is recommending that customers change passwords for other accounts for which they use the same username and password or security question. Xfinity routinely monitors customer accounts for indications of anomalous behavior and has found no indication of account compromise related to this incident.
  
  Once Xfinity understood the data involved, we worked quickly to notify our customers. Starting Monday,December 18, Xfinity began providing notice to customers, through a national press release, information on our website, and commencing the process of emailing affected customers where Xfinity has an email address on file.
  
  Customers with further questions can contact Xfinitys dedicated call center at ************ toll-free 24 hours a day, seven days a week. More information is available on the Xfinity website at www.xfinity.com/dataincident. 
  
  Customers trust Xfinity to protect their information, and the company takes this responsibility seriously.Xfinity remains committed to continued investment in technology, protocols and experts dedicated to helping to protect its customers.
  
  Sincerely,
  
  
  Xfinity 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xfinity is holding me hostage. They will not give me a transfer ID to switch to a different cell phone company. I dropped my phone and cracked the screen. I can hear my phone ringing but the screen is completely BLACK and I can't see anything at all! Due to extreme winter weather, the pipes froze at my house and burst open but I was not able to use my phone to get repairs. As a result, the pipes are still not repaired at my home. I'm also an ****** homeowner. I'm not able to call my guests and check on the home to ensure they are able to get heat and hot water or experiencing other issues. This is currently hurting my business and negatively impacts my ability to work with my tenants and customers. I went into the Xfinity store at ******************************************************* on 1/17/24. They told me I would not be able to get me a new phone without paying for BOTH my existing (broken) phone and the full price for a new phone. Therefore I would have to pay for 2 phones. However I already checked with *******. They said they would give me a new phone and pay off my old broken phone, however they would need a transfer code in order to do this. I called Xfinity to get a transfer code. They said they would text the code, however my phone is BROKEN. I can not receive texts. After reiterating this again, they told me to go to the store in person. As instructed I went to the store AGAIN. I went to the same store at ******************** on 1/18/24, however they told me to call customer service (again). They are giving me the run around and will not give me the transfer code in order to get a new phone with a different provider. They are holding me hostage as a customer and negatively impacting my business. Mobile Device phone number ************, Mobile Account **********. Primary account ****************** have a Temporary Wifi number and can be reached at ************.

  Business response

  02/07/2024

  ******** ** **** ****** ******** ****** **************************************************************************** ***** ***       *******************************             ******************************************             ******** ** *****               **** *******                    ********               **** ** *******             ******* *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ******************************* regarding Xfinity Mobile service.
  
  Xfinity Mobile takes the security of its customers accounts very seriously and has measures in place to prevent unauthorized third parties from intercepting customers SIM cards or fraudulently porting their telephone numbers. We understand that ******** found these security measures to be inconvenient while her phone was broken. On January 20, ****, ******************** obtained a security PIN and ported her telephone number to another service provider on the same day,which automatically closed her Xfinity account.
  
  On January 25, ****, I spoke with ******************** to address her concerns and confirmed that the port out was successful. During the call, I explained that because ******************** did not purchase the Xfinity Mobile device protection plan for the subject device, the device is not eligible for repair or replacement by Xfinity Mobile and she is responsible for paying the remaining balance due on the subject device.
  
  We apologize for any inconvenience and or frustration ******************** may have experienced. A courtesy credit was applied to her Xfinity Mobile billing invoice for the January 1 to January 31, ****, billing cycle.
  
  Should you have any questions or require additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  ********************************
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So i purchased 1 gig internet for my apartment back in July and was satisfied with my purchase until i needed to downgrade. I've been trying to downgrade my internet for months now. I keep getting pushed off to the side and ignored because Im paying over $100 for internet and cable which i don't want. My apartment charges me 45 a month in the lease for the cable alone and if i dont pay the internet bill they shut off both even though i paid the cable bill. All i want is for the 2 accounts to be separate and for my internet plan to be downgraded. i seen them advertise the 200mbps plan for 45 and that's the one i want.

  Business response

  01/18/2024

  ******* *** **** *** ** ***** ********** ** * ******* ************ ********************************************************************************************************************** ***** ***  *************************         ********************************** ********* *          ******** ** *****         **** *******  ********         **** ** *******  ******* ** ****
  
  Dear Sir 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 Mr. ************************* via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that **************** is presently subscribed to Gigabit Internet at a contracted rate for the first 24 months, which is valid from July 8, 2023, through July 7, ****. The term agreement is effective from July 8, 2023, to July 8, ****. The offer will transition to a non-contractual third-year price for 12 months from July 8, ****, to July 7, ****. At the conclusion of the promotional period, the standard retail rate will apply. 
  
  Outside the contractual offer, **************** is subscribed to xFi Complete at a discounted rate for the first 24 months, effective July 8, 2023, to July 7, ****. At the end of the promotional period, the standard retail rate will be applied. Additionally, **************** is receiving *************************** plus one TV box that is included in the ***** ********************** bulk service agreement. 
   
  The account has reflected a past-due balance since September 25, 2023. On December 4, 2023, a billing statement was generated that comprised a past due amount, plus new charges for the December 8, 2023, though January 7, ****, billing period. Due to the account delinquent status, and **************** failure to pay the bill, effective December 26, 2023, the account was soft disconnected for non-payment. On December 26, 2023, a payment was applied to the account to clear the past due balance, and the services were restored. 
  
  At this present time, the account is past due. **************** amount due comprises a past-due amount plus new service charges for the January 8, ****, to February 7, ****, billing cycle, which is due by January 25, ****. However, to prevent further collection actions, or service interruptions for non-payment, the past-due amount is due immediately. 
  
  To assist Mr. ************************* with his downgrade of service request, contact with him is required, as we are unable to make changes to the service plan without **************** consent. We are unable to provide **************** with separate bills or accounts for his bulk TV and Internet services because customers are only allowed one residential service account at their address. In order to resolve this matter, contact with **************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  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 response

  01/18/2024

  [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: ********
  
  I am rejecting this response because:  I emailed you back and you never responded after the fact. Regardless of the matter you refuse to let me downgrade. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business response

  01/26/2024

  ******* *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       *************************             ********************************** ********* *             ******** ** *****                 **** *******                      ********             **** ** *******             ********* *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr.************************* regarding Xfinity service.
  
  On January 26, ****, I spoke with *************** regarding a billing explanation. Our records indicate that on January 26, ****, the services were interrupted for non-payment. **************** currently subscribes to a 24-month contractual agreement for the Gigabit Internet effective from July 8, 2023 through July 7, ****.
  
  Effective July 8, ****, the monthly rate will increase to a non-contractual price through July 7, **** at which time standard retail rates are applicable. The account receives a ******** promotion for xFi Complete effective from  July 8, 2023 through July 7, **** at which time standard retail rates are applicable.
  
  *************** receives Digital Starter Plus one TV Box at no additional charge through his community bulk agreement. **************** has options to go online to downgrade his services. On January 26, ****, *************** processed a payment to his account and his services were restored shortly thereafter. **************** was advised of the balance owed on his account. I verified the account is being billed correctly for thr subscribed services. **************** was provided my direct contact number should he require additional assistance.
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  money was taken from my account for xfinty internet which i did not have their service. i have talked to many supervisors and reps from there. many promises for the money to be refunded 5 to 7 buisness days but still have not recieved it. every time i call they have a different story. i also have a explained bill dated 08/09/2023 stating 15 days at the most for the refund. We had called about service wiyh themthey got all my info then said they couldnt do it for two weeks so i said no and went to frontier but xfinity still charged me for months of service

  Business response

  10/24/2023

  October 24, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***********************
              ************************************, Apartment **
              Mendota, IL *****
  
              Case Number:                      ********
              Date of Notice:             October 11, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** account holder regarding Xfinity service.
  
  On October 17, 2023, I spoke with *****************, an authorized user on the account in question, regarding a refund request. Our records indicate on March 3, 2023, an account was established with Internet services for a self-installation. The account was enrolled in a 24-month contractual agreement for the Fast Internet and Xfinity Voice effective from March 3, 2023, to March 3, 2025. The package would transition to a 12-month, non-contractual promotional rate effective March 2, 2025, through arch 2, 2026, at which time regular rates would apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.

  Our records indicate the installation was not completed, and the modem was not added to the account. Payments were processed to the account on March 27, 2023, April 27, 2023, and May 27, 2023. A voluntary disconnection of the account was completed as of June 8, 2023.
  
  The disconnection of the account generated a prorated credit to apply. On June 8,2023, a credit was applied to the account resulting in a credit balance. On June 9, 2023, an early termination fee was billed to the account due to the disconnection being completed prior to the end of the agreement. The adjustments and charges were reflected on the billing statement dated June 9,2023.
  
  On July 24, 2023, a credit was applied to the account in error which was reflected on the billing statement dated August 9, 2023. On August 18, 2023, the credit was reversed by management. During the investigation it was identified that ***************** did not receive a refund due to the absence of credit balance on the account.
  
  On October 12, 2023, a credit was applied to the account leaving a credit balance. On October 12, 2023, a refund for the credit balance was processed. ****************** can expect to receive the refund within 2 to 4 business weeks. The refund was issued in the amount of the payments processed from March 27, 2023, through May 27, 2023.
  
  ***************** was provided my direct contact number should she require additional assistance. I will follow up to ensure the refund is received. I apologized for any inconvenience that may have been experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I keep getting charged for xfinity mobile that was never activated. Phone was not compatible. Service never used. They also did not apply my discount for the ACP. I've called multiple times with no issues resolved. Last month I had arbitration credit me for the change. I've contacted them again with no avail. Xfinity will not remove my credit card from their company for xfinity mobile either. I'd appreciate some help with these issues please.P.S I send a screenshot of how my bill varies month to month.Thank you!

  Business response

  10/30/2023

  October 30, 2023
  
  
  BBB of Metro Washington D.C. & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *****************************
  ****************************************************************
  
  Case Number:              ********
  Date of Notice:             October 11, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *********************************.
  
  The Affordable Connectivity Program (ACP) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under the ACP, current and new?Xfinity Internet customers who verify their eligibility for the program through the Universal Service Administrative Co.’s (USAC) National Verifier?and then enroll in ACP with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process by visiting ****************************************.
  
  On March 2 and June 14, 2023, **************** applied to enroll in ACP with Xfinity, but these applications were denied because a **** National Verifier ACP application with **************** information could not be located to match that of her Xfinity ACP applications.[1]  On June 20 and June 21, 2023, **************** applied and was approved, respectively, to enroll in ACP with Xfinity.  On June 22, 2023, an ACP credit was applied to **************** account, which credit reflected on her July 17, 2023 billing statement.
  
  On June 14, 2023, a SIM card was ordered for an ***** ****** ** device, with the Unlimited Data plan. The SIM card was delivered on June 22, 2023. The billing cycle starts the first day the device is activated or seven days after the device or SIM card ships, whichever comes first. Accordingly, since the device was not activated within the first seven days, the billing started effective June 27, 2023.
  
  On July 27, 2023, the first Xfinity Mobile bill was generated. On August 28, 2023,the account was disconnected, as requested due to customer owned device incompatibility. We confirmed there was no usage of the Xfinity Mobile account, and on August 31, 2023, a refund was processed back to the card on file and a credit was applied to the account to clear the outstanding balance. The credit appeared on the September 27, 2023, invoice. On October 5, 2023, a credit was applied to the account to clear the final invoice dated September 27, 2023. The account is disconnected, and future invoices will not be generated.
  
  I made several unsuccessful attempts to contact **************** to advise her of the above information and discuss her concerns.  The representative left a message with his direct contact information should **************** have further questions regarding this matter.
  Should you have any questions, please feel free to contact me at ****************************-.
  
  Sincerely,
  
  ********************
  Xfinity Mobile Executive Resolutions
  
  [1] Please note that an application to enroll in ACP with Xfinity must reflect the same information as the individual that received the **** National Verifier application ID.  Additionally, a **** National Verifier application ID is valid for 90 days from issuance to an ACP verified individual.

  Customer response

  10/31/2023

  [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

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have two phone lines with this company, they are constantly sending me messages saying my "shared" data has gone over despite the fact that the phone they are claiming the data is going over has had the data mobile service disable for now almost a month and a half, when i reached out to them about this FRAUD the representative just kept repeating themselves and refused to help, this is fraud, they are trying to force me into a data plan i dont want and lying about my data usage to justify massively overcharging for more data to force a plan upgrade the data usage is fraud and i wan the amount refunded to my account. Furthermore xfinity was not provided authorization by me to continue to add data charges, upon sigining up for this mobile service xfinity was advised that they do not have my permission to charge for additional data and can simply disable the service until the next cycle if it goes over, they were advised this with the contract, in writing, by chat and by email.

  Business response

  10/10/2023

  October 10, 2023
  
   
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  

  Re:***********************
  ****************************t
  Westland, MI *****
  
  Case Number:********
  Date of Notice:October 2, 2023
  
  Dear Sir 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. Although I was unable to reach ******************, a review was completed on the account. Our records indicate that on October 6, 2023, ****************** called in to Xfinity Mobile customer care and the agent he spoke with explained the charges validity. The data plan was changed at the time to avoid future overage charges and a courtesy credit was applied to reflect on the next billing statement.  I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  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,
  
  ******************
  XM Executive Resolutions

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