ComplaintsforComcast Corporation

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I cancelled my service and the service was not cancelled on the specified date. They charged me $40 on the 2nd to the last bill for one time fees and $90 on the last bill for one time fees. I called numerous times they informed me the charges were valid and refused to credit any of it back. I also had Xfinity mobile that was not cancelled and kept charging me as well. I went to the Comcast store and worked with someone for 4 hours to get this resolved. She told me to go through my bank for the credit requests as Comcast will not do anything. I did. I was then charged through my closed Comcast account for $211.89 with no explanation of the charges. It has now gone into collections and I had a phone call with Comcast where they argued and hung up on me. I have been dealing with this for 5 months at this point and I am done. I do not agree with the charges or the methods of the business. This is not valid or okay.

  Business response

  10/17/2023

  October 17, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  **************************************************************
  
  Case Number:********
  Date of Notice: September 28, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity services.
  
  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 reflect that a service disconnect for the residential account was entered March 30, 2023, and completed April 15, 2023, at ******************** request. At that time, there was a remaining balance due as a result of a forwarded balance from the March 15, 2023, billing statement and a prorated charges from *************** Usage occurring March 1, 2023 through March 31, 2023. As the balance remained unpaid, the account was charged off to collections on September 16, 2023. Please be advised the collection notice received was valid.
  
  Our records indicate that a payment was posted to satisfy the balance on the account on October 3, 2023. Third-party agencies have up to 90 days to reflect in their system. 
  
  A Xfinity Mobile representative made several attempts to contact **************** to discuss the Mobile concerns. Although they were unable to reach ****************, a review was completed on the account. On April 8, 2022, Xfinity Mobile services were started with one ******* ****** ***, device id *************** with a 24-month device payment plan (DPP). On April 13, 2023, the new native phone number ending **** was activated to the mobile device. 
  
  On July 18, 2023, the ******* ****** ***, device id *************** was received in the Xfinity Mobile warehouse. However, the device was not cancelled and had continuous billing until August 2, 2023. On August 2, 2023, the remaining balance of the mobile device was accelerated for the billing cycle ending August 12, 2023. On August 2, 2023, sixteen device payment plan promotional credits were applied to the mobile account. On August 4, 2023, a refund was processed to the card ending ****. On August 4, 2023, Xfinity Mobile received a payment dispute for the billing cycle ending May 12, 2023. On September 12, 2023, a late fee was assessed due to the past due balance from the dispute received on August 4, 2023. On September 28, 2023, three immediate credits were applied to the billing cycle ending August 12, 2023. The mobile account is closed, and the credits brought it to a $0.00 balance. We apologize for any inconvenience 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

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hurricane Idalia swept through our area and destroyed infrastructure and buildings. We have been without internet at my residence since the storm on August 30,2023. I called Xfinity/Comcast to cancel my subscription and to be credited the $79.23 showing on my bill for September services. They stated they can only give me a partial credit of $50.00 and applied it. I requested to cancel my subscription and to refund fully for the month of September, but they refused. Then stated I would have to pay an Early termination of $10 per month left in the contract. For me as of today that’s $200. I believe Comcast is in breech of contract since they can not provide the services of the contract. I have waited as long as I can but they still do not have a date of possible reconnection. Currently my account is on pause for Disaster and I am not being charged according to the website, however they charged my account and then proceeded to give credits that left a total of $79.23 for September. Then they have a $50 credit today and stated they could give more credits once my service is reestablished. If I canceled today I would have to pay the early termination fee. This shouldn’t be the case since they cannot provide the services laid out in the contract. Please assist me in canceling this contract without paying cancellation fees as well as receiving a full refund for all services for the hurricane period.

  Business response

  10/11/2023

  October 11, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ***** *******
  *** **** ***** ******
  Perry, FL *****
  
  Case Number:              ********
  Date of Notice:             September 27, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************
  
  Our records indicate on August 31, 2023, **. ******** account was placed on a natural disaster service pause effective through September 7, 2023, at which time the temporary pause was removed and billing resumed. On September 15, 2023, a credit was applied to the account to adjust service charges due to services being impacted by Hurricane ******. On September 27, 2023, an additional credit was applied to the account due to the report of ongoing service issues. These credits will be reflected on the September 28, 2023 billing statement.
  
  On September 28, 2023, I spoke with ***************************** regarding her concerns. ***************** requested to disconnect services. As requested, services were disconnected effective September 28, 2023. On that same date, I applied a credit to the account to provide a total compensation of one month of service, which will also be reflected on the September 28, 2023 billing statement.
  
  ****************** was subscribed to a 24-month contractual agreement for Choice TV and Fast Internet effective May 8, 2023, through May 8, 2025, that was subject to an early termination fee if service was fully disconnected prior to the completion of the term agreement. As of October 4, 2023, the account has not been charged an early termination fee. ****************** was advised that the account would be credited if an early termination fee should be assessed. On October 4, 2023, a credit was applied to bring the account to a zero balance as a courtesy. I apologized 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 ********************************.
  
  **************
  Executive Customer Relations

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became a customer of ********************** on November 23rd, walking into the store post speaking with a representative the previous day via phone.I was originally bringing my own phone over to the company along with a number that I've had for over the past 3 yrs. I spent 40 mins or so in the store at the point where I was informed that I needed to have my **** phone factory unlocked to transfer service(wasn't told this via phone and he also supplied misinformation regarding me receiving a $100 gift card 90 days into service, I recently found out).I did them a favor by purchasing one of their phones via lease(something I haven't did in several yrs) to avoid spending much more time at the retailer.I also signed up for the hole internet package but shortly afterwards had to return to the store for an exchange becasue they had supplied me with items that didn't work(twice in fact). For about 90% of the time that I've been a customer I've complained profusely about their automated phone system not being of a service to me, to the point where I was making several calls just to finally reach a CSR. I moved into an upscale property just 5 mins away and wasn't initially taught post viewing the unit that they have their own wifi contractor,and that I will would not be able to carry over my wifi service(charged $25 a month for it regardless upon cancelation).Post calling Xfinity to verity, it was confirmed they didn't service the complex.They failed to update the current address despite me telling them that I would be moving in a week or so(May 3rd)and it still reads my previous address on the app along with my phone and account number). Since moving into the unit 4 months ago, the automated system fails to recognize my phone and account number making it that much more difficult to reach a live rep(literally have to lie which obviously gets you to the wrong department).They've claimed to "escalate" things for months with no follow up or resolution EVER.

  Business response

  10/23/2023

  October 23, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
   
  Re: ****************************;
  ****************************
  Apartment ***
  Minneapolis, MN *****
  
  File Number:********
  Date of Notice: September 26, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **. *********************.
  
  On  November 22, 2022, ************ placed an order for a Bring Your Own Device (BYOD) with his personal ******* ****** ****** Plus. The line was never activated with a transferred phone number and was disconnected on December 19, 2022. At the time of **. ***** order, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a $100 **** Prepaid card by bringing an eligible phone to a new line of service and porting an existing phone number from another carrier within  30 days. Customers were also required to maintain their account in good standing without experiencing any interruption in service for 90 days. *** **** did not satisfy the promotional requirements because he did not transfer a phone number to the line within 30 days. He also failed to maintain the line for 90 days. 
  
  On November 23, 2023, ************ added a second line to his account when he purchased a ******* Galaxy S22 on a 24-month device payment plan. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits, delivered over 24 months, when the purchased a new line with a device payment plan and transferred a number from another carrier within 45 days of purchase. 
  
  ************ satisfied the promotional requirements because he transferred the phone number ending **** to Xfinity Mobile on November 23, 2022. ************ ******* ****** *** is currently receiving the monthly promotional credits to the active line. 
  
  Upon receipt of this complaint, I attempted to contact ************ via telephone and email but was unable to reach him. Should there be additional questions or concerns, please contact me at *********************************.
  
  Sincerely,
  
  ********************
  Xfinity Mobile Executive Relations

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a loyal customer of Comcast for 30 years. The problem is the billing tactics of overly zealous sales agents at Comcast (Xfinity). I only use their internet services. On occasion I have called them to complain about my internet speed. On 2 occasions I agreed to pay a premium for faster internet. I emphasized that I did not want a bundled package that included tv services, ********, *******, and Sports channel. The agent for Comcast was dishonest, and added the bundled package on anyway. He texted me a link to agree to the added speed, but he slipped in the total tv bundle. I never picked up the cable box, and Comcast would know that. I never signed onto ********, their streaming service *******, nor their Sports channel. I did not realize that my bill went up drastically because it did so over 4 years, and I could not access my monthly bill online because the account did not accept my sign on ID or password. I paid the bill with auto-pay, and trusted Comcast, so I did not monitor the bill, and I admit that I am to blame for that. Over 4 years I paid Comcast $2,417.01 more than I would have paid if I were charged for internet only. I am asking that Comcast refund this amount. They have offered nothing, and I have called them more than 20 times. I escalated my complaint to *** *********, Comcast VP of Customer Service in Philadelphia. I even sent him a registered letter, but he never responded. They closed my case *********** without ever calling me back. After 30 years of good service, I did not expect a reputable company like Comcast to keep my money for services that I never asked for, nor used. I have uploaded each monthly bill for the last 4 years, showing the difference between what I paid for bundled services ($6327.01), and what I would have paid for internet only services ($3910.00). The difference is $2417.01, and that is what I am asking Comcast to refund to me. They have offered zero, closed my file, and not returned my many calls.

  Business response

  10/05/2023

  October 5, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** ********
              **** ****** *****
              Rochester Hills, MI *****
  
                Case Number:                    ********
                Date of Notice:             September 24, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** ******** regarding Xfinity service.
  
  On September 29, 2023, I spoke with *** ******** wherein a service visit to address the service issue was declined due to all services working correctly. I verified all Comcast equipment is within necessary signal level specifications and there are no are wide issues that would affect the services.
  
  Our records indicate on August 31, 2019, *** ******** accepted a 24-month contractual agreement for the Extra TV and Extreme Internet. Customer approval for the change of service was received via e-signature.
  
  On February 22, 2022, *** ******** accepted a 12-month promotion for the Popular TV and Gigabit Internet. Customer approval for the change of service was received via text message. Effective July 13, 2023, *** ******** requested to downgrade his services to internet only which was completed.
  
  Review of the account confirms TV services were added and removed to *** ********’s account per his request after he provided consent for the package changes. The TV charges are valid therefore, *** ********’s request for compensation has been respectfully denied. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
  
  Sincerely,
  
  ****** **
  Executive Customer Relations

  Customer response

  10/06/2023

  [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: ****** * from Comcast notified me that I would be contacted by his supervisor *******, regarding my complaint. She never called, so I called her every day for a week and left messages. She never called back. I also called ****** * every day for a week, and offered to settle my dispute with a compromise. He also never responded to me. My compromise offer is that even though I was overcharged for bundled services that I never used for 48 months in a row, I would accept it if Comcast would at least refund the overcharges for the past 12 months ($1121.75), see the uploaded details.  This is far less than the 48 months of overcharges ($2417.01). Comcast never responded. On 2 separate occasions I authorized Comcast to upgrade my internet speed. On both occasions, I emphasized that I still wanted internet only. I trusted Comcast, why wouldn't I after being a customer for 30 years? I trusted that I was agreeing to internet only. The devious Comcast agents slipped in a bundled TV service package, which included streaming service *******, ********, and a Sports Channel, all of which I never tried to activate. I never picked up a cable box. Unbeknownst to me, the charges gradually went up in time to the point that I was paying $215 per month for internet only. I brought this to the attention of Xfinity and eventually to top management at Comcast headquarters in Philadelphia. I sent a registered letter to *** *********, VP of Customer Care. He also never responded. I have made more than 30 calls to Xfinity and Comcast trying to resolve this dispute, to no avail. I have come to the conclusion that Comcast’s Mission Statement is that "The Customer is Always Wrong".
  Regards,
  
  ***** ********  

  Customer response

  10/18/2023

  I have been a loyal customer for Comcast/Xfinity for the past 30 years. On 2 occasions I agree to pay a premium to increase my internet speed. Unbeknownst to me the Comcast Agent added bundled services for TV, ******* Streaming Services, ********, and Sports Channel. I never once tried to use these bundled services, did not pick up a cable box, nor tried to sign in to any of the added services. I trusted Comcast agents to only increase my internet speed. Whe you deal with a company for 30 years, you automatically trust them. I was overcharged over a 4 year period in the amount of $2,417.01. I have offered to compromise with Comcast by accepting just the last 12 months of overcharges, amounting to $1,121.75. I believe that any rationale person would think that this is a fair compromise for one who has been a loyal customer for Comcast for the past 30 years. 

  Thank You,

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had both billing issues and service issues over the past month. I was promised a total of 70.00 in credits for issues around the end of the month with my Xfinity streaming service. Afterwards, several payments were made. A payment was returned after that payment had been posted via debit card to cover the return. I have paid more than was owed on the bill not to include the credits. The current bill does not reflect the credits owed. In addition, there is now an additional charge of $100.00 for the returned check that has already been paid. I attempted to explain this to the customer service agent. The agent was not able to resolve the issue. Please go back through my billing history and explain where the additional funds are owed. Furthermore, where is the credit that should have been posted to the new bill. Please assist me resolving this issue as soon as possible. Thank you! The phone number and email address listed belong to my wife ***********************. You can discuss the resolution of this issue with her. If you need to reach me in order to do that, my phone number is ************.

  Business response

  09/28/2023

  September 28, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ******* *****
  **** ***** ****** ******* Apartment ****
  Fairburn, GA *****
  
  Case Number:********
  Date of Notice: September 18, 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 September 21, 2023, I spoke with **. *********************** who is listed as an authorized user on the account regarding a billing adjustment. Our records indicate on September 14, 2023 a payment was returned that was processed to the account on August 28, 2023 which caused a late fee and returned check fee to be assessed.  During this discussion, ************** did not advise of any issues with the streaming services.
  
  Account notes state on August 28, 2023 via online chat a credit was offered by a representative and not applied to the account for issues with streaming services. On September 19, 2023 I applied a billing adjustment to the account to waive a previously assessed late fee and returned payment fee. On September 21, 2023, I credited the account to honor a previously offered credit that not posted to the account. These credits will reflect on the billing statement dated October 12, 2023. I apologized 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,
  
  **************
  Executive Customer Relations 

  Customer response

  10/03/2023

  Comcast worked with us and the issue has been resolved. We apologize for for not responding earlier.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed an order on July 28th for an **** and a ******* phone. The package was lost by ***** and I notified xfinity on Aug 4th. I ported my number from **** to xfinity because i was changing carriers. They refunded the money i paid on August 22 2023. I ordered another phone on the same day but the agent on the phone placed an order for a ***** phone when I thought i was ordering a ***** phone. I had to sent that phone back because i did not want to be stuck with that phone because i do not like it. I had already cancelled my service with **** but since my order was lost I did not have a phone for 3 weeks until they issued me a refund for my original order in July. Now that I had to send the phone back that I didn't want in the first place I am now without a phone again. Xfinity has not credited the cost of the **** and the ***** phone ordered in July to my original credit of $4,500. When i try to get a phone that i want it states that I have over 4K in devices that need to be paid off. So therefore I cannot order another phone until i receive credit back for those items. I have called numerous times as well as chatted online numerous times and every time I have spoken with someone I have been told something different each time, I was told it would be resolved in 24-48 hours, 3 business days, 7 business days, after my billing cycle cycled through and just recently i was told 5-6 weeks. It is extremely frustrating to be told something that wasnt the truth. I cannot dish out for the full price of a phone so i was relying on my original 4500 in credit for devices through xfinity to get the phone I wanted. Now I am once again without a phone. I was told that I was a gold star customer but i am being treated otherwise.

  Customer response

  09/14/2023

  I was contacted by xfinity through email and was given a number and an extension to call. I have called several times and it goes to voice-mail. I have left message each time and still have not been called back. I will continue to call but having dealt  with them before I don't expect to be called back. What is my next step. 

  Business response

  09/22/2023

  September 22, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *************************
                ***********************t
                Conyers, GA *****
  
                Case Number:                    ********            
              Date of Notice:             September 11, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* regarding Xfinity service.
  
  On September 15, 2023, I was able to speak to ************* regarding his Xfinity Mobile concerns.
  
  Our records indicate on July 28, 2023, ************** placed an order for an ***** **** Pro device and a ******* ************* 4 device on a device payment plan for 24 months. ************** paid the first device payments and taxes. The devices were shipped on July 28, 2023. Per the ***** tracking number, (************) the devices were lost in transit and never delivered to ***************  On August 3,2023, a claim was opened for a lost/stolen device. On August 22, 2023, the claim was approved, and ************** was refunded for the ***** **** Pro device,and for the ******* ************* 4 device. On August 22, 2023, the balance of the ***** **** Pro device and the balance for the ******* ************* 4 was removed from **. ****** account.
  
  Since the original purchase order was never completed, and the devices never activated on the account, **. ****** available device financing amount was never refreshed. On September 12, 2023, a request was submitted to clear the original order, and on September 14, 2023, the request was completed. **.****** financing amount was refreshed, and a new order was placed on September 14, 2023.
  
  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,
  
  **************
  Xfinity Mobile Executive Resolutions
  ************************

• Initial Complaint

  09/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Xfinity keeps turning off my internet saying I owe them money but in reality there is no money so how could I pay them? They say I owe them $160.00 every month, they cut my service off and I have a daughter that does school from home

  Business response

  09/21/2023

  September 21, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103

  Re:***************************
  ************************************
  Warren, MI *****
  
  Case Number:********
  Date of Notice: September 10, 2023
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our records indicate that on August 27, 2023, a bill was generated that included a past-due balance for  services from August 31, 2023, to September 30, 2023, with a due date of September 17, 2023. Due to no payment being received, on September 18, 2023, ************************ service was interrupted for non-payment. On September 19, 2023, I spoke with ******************** and on September 19, 2023, a promise to pay date of September 26, 2023, was set on the account for ******************** to make a payment. On September 19, 2023, the services were restored. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello. I rented my house out in Nov, 2022. I notified Comcast that my account should be closed or transferred to my tenant. Comcast continued to charge my credit card for services and also charged my tenant. This is for the same address and same modem. There was no outstanding balance since they had my credit card info and charged it. After months of calls, they finally put in a dispute amount to my account hence giving me a credit. The most recent statement was 6/13/2023 showing a balance -$144.19 On 9/7/2023 I received a notice saying a delinquent account was filed against my credit report. I called the collections agency 3 times and left a message. No return call. I called and chat with Comcast and they said I owed $95. At no point did they send me any communication to pay this amount or tell me how this came about. Also, they had my credit card on file and could have charged it at any point in time which they did on 9/7/2023 even though I still had a credit on my account that they have confirmed. I received no statement that said I have any amount owing. I have been on chats and calls with them for hours each time since Nov with no resolution. Now my credit score is impacted and I cannot speak to anyone who is able to help me reverse this. The only thing they did is send a letter to say the debt has been paid but the delinquency remains on my record for 7 years. I need someone @ Comcast to send a letter to say it was a mistake and to refund the money I over paid. I have attached my most recent statement with Comcast (confirmed by them to be the most recent) that shows my balance of -$144.19.

  Business response

  09/15/2023

  September 15, 2023
  
  Better Business Bureau
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:       **** ***
              *** ***** ******, Unit **** 
              San Francisco, CA *****
  
              Case Number:                    ********
              Date of Notice:             September 9, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** *** regarding Comcast Business Service.
  
  Our records indicate restarted the services on November 4, 2022, after the services were disconnected on November 2, 2023.  *** *** accepted a new, 12-month agreement for Fast Internet service effective November 4, 2022 through November 4, 2023.  The promotional rate is effective November 4, 2022 through November 3, 2023.  At the conclusion of the promotion, standard retail rates would have applied.  Equipment, taxes, and fees are not included in the package price.  The promotion was subject to a self-service discount with both EcoBill and AutoPay enrollment.  If either EcoBill or AutoPay are removed from the account, the self-service discount will no longer be applied.
  
  *** ***’s account was disconnected on February 13, 2023, with an effective stop billing date of February 2, 2023.
  
  On March 13, 2023, contacted Comcast to dispute the charges because he believed Comcast charged and took payments in March and April.  I confirmed the last payment to the account was on January 27, 2023.  Please note, the credit balance on the June 13, 2023 billing statement was as a result of disputed charges *** *** submitted on March 13, 2023. As such, the credit balance reflected on the billing statement clearly states it does not represent a credit or refund and is not included in the balance due.
  
  On September 7, 2023, we received a payment for the remaining balance due, resulting in a zero balance.  I confirmed that the payment satisfied the collection notice and is reflected on the September 13, 2023 billing statement. 
  
  On September 11, 2023, I spoke with *** *** regarding his billing-related concern.  I provided a detailed billing explanation and advised the remaining amount owed due after the account was disconnected, reflected starting with the February 13, 2023 billing statement.  Additionally, data usage continued to be metered on the account until the account was disconnected on February 13, 2023, as requested.  As a result, *** ***’s request for a refund is not warranted and has been respectfully denied.  I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required.  Should you have any questions or need additional information, please contact me at (720) 267-6174.
  
  Sincerely,
  
  **** **
  Executive Customer Relations

  Customer response

  09/15/2023

  [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 **** has selectively excluded pertinent information.

  1) I have attached the email from Comcast dated 10/23/2022 which confirms my cancellation request for 11/25/2022. The fact that they cancelled service on 11/2/2022 was why the service had to be reconnected again on 11/4/2023. They then failed to disconnect it as per the original request on 11/25/2022.

  2) Comcast has also charged another person for the same service for the same period which **** refused to discuss. **** ******* (a/c **** **** **** ****) made payments on 12/6/2022 $153.34 and 1/6/2023 $100.00. **** refused to confirm if no one else was charged for the same service

  3) Bill dated 2/3/2023 shows amount owing $95.81, but bills 5/13/2023 and 6/13/2023 showed a credit of -$144.19. At no point did Comcast revert with a request for payment or letter saying an amount was still due even after contacting them numerous times. Per ****, my tickets were quickly closed due to errors and misc other excuses but at no point did they notify me.

  4) No communication was made that an outstanding anount was due post their bills 6/13/2023. No warning or notice that it would be sent for collections. 

  **** made it very clear that her role was just to explain the charges and made no attempt to help rectify the situation. She also would not consider any other information that was "not in her system" even though I had emails from Comcast. She also refused to provide me with a contact for arbitration or help in any manner.

  Regards,
  
  **** ***

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My phone number is ********** The last 4 of my social security number is **** My name is *********************** I have internet essentials from comcast I am trying to transfer service from ******************************************************************************************* to ************************************ mailbox number *** ******** ****** ***** They are making it impossible and saying the address doesn't exist and doing everything in there power to make it more difficult I uploaded a bill that was sent to the address **** also lives there Right now it is mail box number *** and unit *** soon it will be mailbox and unit ***

  Business response

  09/27/2023

  September 27, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** ******
               **** ** ***** *********,  Mailbox number***
                Portland, OR *****
  
              Case Number:                      ********
              Date of Notice:                      September 8, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  On September 25, 2023, I spoke with *** ******, an authorized user on the account, and confirmed the installation of new services was completed on September 14, 2023. I explained that when the order to transfer services was placed on September 4, 2023, a system error caused the ordering system to determine there was no valid address to transfer services to. Once the corrections were made to the service address entry, installation of services could be scheduled and completed.
  
  I informed *** ****** that I applied a credit to the account as a once-time courtesy, and This credit will be reflected on the October 15, 2023, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.
  

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

  Customer response

  09/28/2023

  [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,
  
  ***********************

  how much of a credit?

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 14,2023, I cancelled my mobile phone service with Xfinity Mobile- and paid my final bill on Feb 16,2023, all done via credit card of 80.10. Credit of $5 for recurring credit card. All was paid in full and no issues. June 2023, I get a letter that we did not pay on my husbands name for 85.10. I send all paperwork to the collections agency and they told me to call xfinity mobile. I did and just got a run around and they say we have paid in full. I tried to get escalations department and nothing happened.

  Business response

  08/28/2023

  **************************
  August 28, 2023
  

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

  Re: ***************************
  ***** *************
  Jacksonville, FL *****
  Case Number: ********
  Date of Notice: August 24, 2023
  

  Dear Sir/Madam:
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  I spoke with **************** on August 25, 2023, regarding the Xfinity Mobile account. **. ******* four lines of Xfinity Mobile service were disconnected on January 12, 2023, when the telephone numbers associated with the lines were transferred to a new carrier at **. ******* request.

  An invoice for the billing period of December 26, 2022, through January 25, 2023, was issued on January 26, 2023. Payment for this invoice originally received on February 15, 2023, was returned to **. ******* original payment method at the request of her financial institution on March 13, 2023, resulting in a balance due for the January 26, 2023, invoice. On March 26, 2023, an invoice for the unpaid balance from the January 26, 2023, invoice and a late fee was issued. **. ******* financial institution returned the February 15, 2023, payment to Xfinity Mobile on April 4, 2023, and a payment for the remaining balance was received on April 15, 2023. These payments were returned to **. ******* financial institution at their request on May 5, 2023, and May 25, 2023, respectively, resulting in a past due balance. The Xfinity Mobile account was referred for collection on June 7, 2023.
  A review of the Xfinity Mobile account found the billing to be accurate based on approved subscriptions and usage, as such, requests for compensation are unjustified and, respectfully, denied.
  I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  

  Sincerely,
  ****************
  Xfinity Mobile Executive Resolutions
  ************** Extension *******

*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. ↩