ComplaintsforComcast Corporation

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I didn't pay that $170. Comcast opened and reported to TransUnion an account in my name June 14- 23 for $170. I had an account for $20 internet only with auto pay. Was charged $25 never $20. The bill increased to $57 and I cancelled after several months of promising to reduce my bill to reflect internet only. Below is a little bit of Comcast's emails. Although they have me in collections. Recently Comcast been trying to get me to return equipment. I purchased my router at *******. This is evident by the billing, I never paid for their equipment. Y'all are con artist. You opened an account 2 months ago in my name and changed the account $ 170. You filed collections on my credit report. I reported to ********** that is a fraudulent charge. Hide quoted t ********* ******** ********** ******** ******** *********** **** **** ***** ** Taylorsville, UT ***** On Tue, Aug 22, 2023 at 4:35?PM *** ****** wrote: I signed up for a $20 internet auto pay. Y'all charged me $25 . My contract was for internet only. Then y'all started billing.me $ 57 for internet only. I never had any tv service neither did I order it.. Never used any equipment for tv service. Never swapped out anything.. Today I still don't have any tv service. Why are y'all still trying to con me. Your customer service folks are con artist. image.png ********* ******** ********** ******** ******** *********** **** **** ***** ** Taylorsville, UT *** My service was for internet only. I purchased a modem at *******. On Fri, Aug 18, 2023, 1:03 PM ******** ******** *********** wrote: Hi, *****. Time to return your Xfinity equipment. We're sorry to see you leave. On behalf of Xfinity, we would like to thank you for being a valued customer. We would like to help you with your Xfinity equipment listed below that must be returned. Equipment: Serial Number: X1 Digital Cable Box ************ Account Number: ****************

  Business response

  09/05/2023

  September 5, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***********************
  *************************
  Hollywood, 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 service. 
  
  On August 28, 2023, I corresponded via email with **************** regarding his concerns. Our records indicate on December 6, 2021, **************** accepted a 12-month contractual agreement for a Connect Internet promotional rate.  The contractual agreement was effective from December 6, 2021 to December 6, 2022.  The promotional rate was effective until December 29, 2022 at which time the retail rate would have applied.  
  
  The package did receive a monthly self-service discount with enrollment in Paperless billing and Automatic Payments with a credit card/debit card payment method.  The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change.  Additionally, the account reflected a free Xfinity ****** Streaming TV Box.  Acceptance of the service was received on December 6, 2021 via email confirmation.  An email confirmation of the approved order was sent to the email address on file on December 6, 2021.  
  
  On December 29, 2022, the promotional rate expired and the retail rate for Connect Internet package applied.  The change caused the monthly rate to increase which is reflected on the December 26, 2022 billing statement.  The account was billed correctly for the service.  
  
  On May 19, 2023, the account was disconnected for nonpayment with an effective stop bill date of April 19, 2023.  The Xfinity Flex box reflected as not being returned and an unreturned equipment charge was applied on May 19, 2023.  The disconnected account reflected a remaining balance for service charges billed up to April 18, 2023 and the unreturned equipment charge.  The balance was reflected on the May 19, 2023 billing statement.  A payment was not received, and the account was referred to a collection agency on June 3, 2023.  The account followed the appropriate collection process, and the balance is accurate.      
  
  As a courtesy, the Xfinity Flex box and unreturned equipment charge was removed from the account on August 29, 2023.  A payment for the remaining balance on the disconnected account is required.  Once the payment is received, the collection agency records will be updated accordingly. 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 **************.
  
  Sincerely,
  
  *** **
  Executive Customer Relations
  **************
  

  Customer response

  09/10/2023

  They said that the equipment was delivered by ***.I never signed for or received the tv equipment.

  I was offered a credit of $120 for the tv equipment that I never received.

  Why offer mea $120 credit whet the equipment is $170.?

  The 170 collection is still on my credit report.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/2/2023 I contacted Comcast via the xfinity assistant and was connected with a live chat agent in regards to continued outages as well as the possibility of lowering my bill. The chat agent ******* inquired about my land line (voice) services - how often I was using the service. They then offered me a deal that if I were to transfer my land line services to Xfinity mobile - I would save $60 per month on my bill. The chat transcript is attached to this complaint. I was hesitant because it sounded like a too good to be true situation but after asking many questions to ensure it was not a bait and switch deal - I agreed to the change. On 8/22/2023 I noticed there had been not update in my next bill and that I would in fact be paying more than I had been previously so I contacted another chat agent to see if there was a discrepancy. I was then told that there was no such plan that would have included the deal I was offered, and that the previous chat agent ******* must have lied. I ended up requesting a call from a manager and received one rather quickly. On that phone call I was told the same thing, that nothing could be done to rectify the situation and that the agent must have lied. There was no offer of compensation or an explanation as to how their customer service representatives can lie to customers to talk them into making changes to a plan that are just not true. At this point - I am exploring options for other providers in my area.

  Business response

  09/08/2023

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

  September 8, 2023

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

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

  **********************
  Sheldon, VT *****

  Case Number: ********

  Date of Notice: August 23, 2023

  Dear Sir/Madam:

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

  Between July 27, 2023, and August 23, 2023, **. ******* ******* was affected by a series of outages in her area, causing the loss of service for multiple customers. On August 23, 2023, Comcast's maintenance team identified and corrected the issue causing the outage by replacing an amplifier module, and balanced signal levels on the node. On September 5, 2023, I spoke with **. ***** and confirmed services are working normally.

  Regarding her billing concern, our records reflect that **. ***** was subscribed to a two-tiered promotional offer for the Performance Internet and Xfinity Voice Unlimited. The first-tier rate was effective November 17, 2021 through November 16, 2022. The second-tier rate was effective November 17, 2022 through November 16, 2023, after which retail rates would apply. Equipment, taxes, and fees were not included in the package price and were subject to change during the promotional period. The promotion included an Automatic Payments and Paperless Billing Discount. The end date of the promotion was November 16, 2023. The discount applied while enrolled in both Automatic Payments and Paperless Billing.

  On August 6, 2023, **. ****** ******* was downgraded to Connect More Internet. Her phone number was ported to Xfinity Mobile. The change was finalized on August 18, 2023. On August 25, 2023, **. ***** accepted a two-tiered promotional with 24-month term agreement offer for Superfast Internet. A monthly contract discount will be effective August 25, 2023 through September 16, 2026. The remaining promotional discount will be effective September 17, 2026 through September 16, 202, after which retail rates will apply. The term-agreement is effective August 25, 2023 through August 25, 2025. Additionally, xFi Complete was accepted for a discounted monthly rate effective August 25, 2023 through September 16, 2024 after which retail rates would apply. The package is also eligible for an Automatic Payments and Paperless Billing Discount monthly while enrolled in both paperless billing and automatic payments setup with a debit or credit card. The discount would be higher if enrolled in automatic payments using a bank account.

  On September 5, 2023, I spoke to **. ****** explained the above, and confirmed there was no better offer currently available. I applied a one-time courtesy credit. The credit will appear on the September 10, 2023 billing statement. We 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,

  ****************
  Case Manager | Executive Customer Relations

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been reaching out to Xfinity almost weekly about my security camera not working. I continue to pay my bill on time and pay on my device even though it is faulty. Xfinity told me there was nothing they could do I would have to pay for a technician and continue to pay my bill for service that doesnt work. They have not attempted to help with this situation nor have they credited my account for poor service.

  Business response

  09/07/2023

  September 7, 2023 
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
   
  Re: ******** *******
  ***** ****** ****** ****
  Cypress, TX *****
  
  Case Number: ********
  Date of Notice: August 22, 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 August 24, 2023, a service visit was scheduled during which time the technician diagnosed and resolve the service issue by repairing the camera which was out of its 12-month warranty.  
  
  On August 24, 2023, I spoke with ****************** who confirmed the camera issue was resolved and available to view on the Xfinity App. On August 24, 2023, a credit was applied to the account for the ******************** which was reflected on ******************** September 2, 2023 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,
  
  *****
  Xfinity Home Senior Technician
  

  Customer response

  09/07/2023

  [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

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON 8/1/2023 I HAD CALLED XFINITY TO CANCEL MY SERVICE. I SPENT 25 MINUTES ON PHONE TRYING TO GET THIS CANCELLED. AT ONE POINT GE SAID I HAVE A CANCELLATION FEE OF 99.00, WHICH I SAID NOBODY TOLD ME THIS WOULD ACCURE WHEN I SIGNED ON, HIS COMMENT WAS 'WHY WOULD WE'. THIS WAS ALL RECORDED, HE WAS DEMANDING THIS PAYMENT BEFORE HE COULD CANCEL MY SERVICE. I THEN ASKED FOR A SUPERVISOR AND HE TOLD ME I HAVE A BALANCE OF $110.00. AND I SAID THIS I HAVE NO BALANCE IT IS ON AUTOMATIC AND WAS PAID JULY 4 FOR FOLLOWING MONTH. HE SAID NO YOU HAVE A BALANCE YOU MUST PAY. GOT NO WHERE WITH HIM AND SAID SEND ME A BILL. WE DON'T SEND BILLS. I HUNG UP, SO UPSET. CALLED BACK 1 HOUR LATER AND SAID I WAS MOVING GOT IT DONE ON IN 5 MINUTES AND A BILL SENT TO ME. NOW I GET A BILL THAT THEY ALREADY CHARGED MY CREDIT CARD $70.99. IT STATS I WAS BILLED IN ADVANCE FOR SERVICES BETWEEN JULY13-AUG12. WE ALL KNOW WE PAY IN ADVANCE FOR CABLE WHICH WAS PAID ON JULY 4TH IN FULL. I CANCELLED AND RETURNED ON AUG 2 EQUIPMENT. I HAD CALLED MY BANK ON AUG 1ST TO MAKE SURE THIS DIDN'T GO THRU, SHE DIDNT THINK IT WOULD, WELL IT DID. I THEN CALLED BANK AGAIN AND SHE SAID TO PUT IN A DISPUTE, WHICH I DID. I WAS PAID IN FULL UP UNTIL AUG 4TH AND TALKING TO THEM IS A NIGHTMARE. PEOPLE HAVE TOLD ME THEY ARE A NIGHTMARE. I WAS A CUSTOMER 2 YEARS (GOLD) STATUS. THEY RAISED MY BILL FROM 80.00 TO 110.00. I WAS TOLD IT WOULD BE 85.00. I AM RETIRED NOW AND CANNOT AFFORD 110.00 EVERY MONTH. YOUR HELP TO GET THIS MATTER RESOLVED WOULD BE A GREAT HELP. ITS ON MY CREDIT CARD AND I HAVENT PAID IT AND DO NOT WANT TO GET CHARDED INTEREST. THANK YOU

  Business response

  08/31/2023

  August 31, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  

  Re:       ***************************
              ********************************
              Lakemoor, IL *****
  
                Case Number:                    ********
              Date of Notice:             August 18, 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 ******************************* subscribed to the Superfast Internet at a promotional rate for 12 months effective February 26, 2022, to March 12, 2023. The offer was subject to a 12-month term agreement effective February 21, 2022, through February 21, 2023.The offer was receiving the monthly Self-Service discount with enrollment in Eco-Bill paperless billing and automatic payments.
  
  The additional services include the Gigabit speed upgrade with the xFi Complete plus taxes and fees. On February 24, 2022, ********************** successfully went through the customer approval process and provided her consent via text message.
  
  On July 9, 2023, a bill generated covering services from July 13, 2023, to August 12, 2023, with the billing due date of August 4, 2023. On August 2, 2023, the account was disconnected which caused a prorate credit leaving a final balance. On August 5, 2023, a credit card payment posted to the account. On August 23, 2023, I spoke with ******************************* and advised the information above. ********************** was made aware that she was not charged an early termination fee. Automatic payments take one billing cycle to stop after the cancellation of the service or cancellation of automatic payments.
  
  On August 23, 2023, as a one-time courtesy, a credit was applied to waive the final balance. This credit will appear on the September 2, 2023, final billing statement. I have advised ********************** that she will receive an email requesting her to select the method by which she wishes to receive her refund. 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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After more than 25 years, I decided to drop services from Comcast. During that time I lived in four separate residences and was charged to install their equipment in 3 of them - the most recent a single family home I purchased in 2013. Canceling my service in March of this year, I returned all stand alone equipment. Last month I requested Comcast technicians remove all additional equipment from the exterior and disconnect the cable from the powerlines coming from the street. Comcast said that they would schedule a "repair order" and get back to me. After a week and no contact, I suddenly noticed that the coaxial cable previously woven through my curbside maple tree was gone. Upon closer inspection I saw that the cable had been CUT. The cable no longer connect the house with the source. However, the holes in the house are still there. There is more than 1,000 feet of cable around the property and the cable box is still attached to the west wall. I am deeply disappointed with this service. They charged me to put it in and they should remove it. Simply cutting the Cable is unacceptable. I have photos to demonstrate. Big corporations should be held accountable. All I'm asking is for Comcast to remove the equipment and cables. I will repair damages to the home myself. Thank you.

  Business response

  08/24/2023

  August 24, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:**** *******
  **** **** **** ******
  Vancouver, WA  *****
  
  Case Number: ********
  Date of Notice: August 7, 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 August 8, 2023, a site survey was completed to gather additional information about the approximately 1,000 feet of cable around the property and pedestal referenced in *** *******’s complaint. This matter was referred to our construction team, and on August 14, 2023, the Maintenance Team spoke with the customer. The Maintenance Team advised that this is a technical operations team issue.  
  
  On August 18, 2023, our Technical Operations team removed the lines in question. The Technical Operations team advised that there are two outlets coming out of the box, and both are painted. One outlet appears to go into the house that is close to the box, and the other outlet goes down and around and appears to wrap around the house. The Technical Operations team advised that the box has been painted and that the removal of the box is the customer’s responsibility.  
  
  I attempted to reach *** ******* by phone and email to confirm a resolution to customer service concerns; however, my attempts were unsuccessful. *** ******* has my contact information if *** ******* has any further concerns regarding this issue. I apologize 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

  08/25/2023

  Dear Better Business Bureau:
  
  I have reviewed the response made by Comcast in reference to complaint ID ********, and find that this resolution is, although not satisfactory to me, acceptable. 

  I understand how big organizations operate and know that the business will not remove their equipment and cables.  I believe they also do not want to set a precedent that will cut into profit margins.

  Funny, the business sent three different teams out here to review and respond to my BBB complaint yet could have fixed the problem in 20 minutes with one technician. 

  Thank you so much for your assistance anyway. 

  Regards,
  
  ***********************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unfortunately not enough room for all details but I no longer have services with this company. They took funds from my account last month for services I do not have with them. After validating that my services were terminated, they refunded my money. I now received an upcoming bill again for services I do not have. I had to call my bank to make sure company doesn't pull. Company also sent email today saying I still have equipment when everything was sent back. I have receipts for the returned items which were verified that company received them back. I'm not sure what's going with them . I call and takes an hour to get someone and they're so super sweet over the phone and don't help. I feel harassed at this point. They're taking money from me and acting like I have services when it's slmost 2 months canceled. I really need to speak to someone. I had to get a new bank card and red flag any xfinity transactions. I'm exhausted from trying to get this straightened out. Problem is with mobile department. They verified I'm no longer in service with them but keep sending emails and billing me. They owe me money as well. They outsource to the Phillipines I know because I spoke to at least 15 reps from there. Nothing I call for gets documented on their end. Services was for internet / mobile coverage . Internet was off and phone wouldn't activate. Mobile department is the big problem they will not release me . I need help . They do not provide a complaints or customer service dept to help with this. I keep getting the super sweet rep that apologizes and does nothing. When I ask what number my plan is supposedly covering the rep verifies ********** . But I explained if you call this number it's out of service so please explain what I'm paying for. I'm uploading the ridiculous emails and receipts for equipment return.

  Business response

  08/18/2023

  August 18, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***************************
  **************************
  Scranton, PA *****
  
              Case Number:      ********
              Date of Notice: August 7, 2023
  
  Dear Sir/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 *** ****** had an account at the same address, ending in ****. The account was disconnected on May 14, 2023, and equipment charges were assessed. On May 26, 2023. *** ****** remitted a payment for the service received.  On May 26, 2023, the equipment was received by Comcast and the equipment charges were reversed.
  
  On June 26, 2023, the account was restarted with Flex Streaming service with an activation fee and Fast internet service. A payment was received on May 26, 2023.  On June 5, 2023, the services were disconnected leaving a credit balance. On June 30, 2023, a credit balance refund was processed. Unfortunately, I have been unable to reach *** ****** to confirm receipt of the refund. Since the account was restarted, the original installation date would have been May 14, 2023. Per Comcast’s Finance Department, the 30-day guarantee is no longer valid.
  
  On August 16, 2023, a Xfinity Mobile Executive Resolutions specialist spoke with *** ****** regarding her Xfinity Mobile concerns. Our records confirm that on May 26, 2023, *** ****** purchased a ******* ****** *** device, split across 24 installments, with the Unlimited data plan. The device was delivered on May 30, 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 2, 2023.
  
  *** ****** was unable to activate the device upon receipt because the port-in of her number from T-Mobile failed due to an incorrect Pin number.
  
  On July 26, 2023, the two previous payments were credited and refunded to the card on file. On August 7, 2023, the return of the device was processed, and the account was ceased. The account is disconnected, and future invoices will not be generated. 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 ay (**** ********.

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Around August 22,2022, I signed up for internet service based on a promotion of "Fast Internet $30 per month for 2 YEARS when you add Xfinity Mobile." Now, a year later they say the promotion ended; I never had that; they never offered it. I attached the promotion announcement that I called and signed up. Sometime later after signing up I had to call for the Flex box. I was told the original agent did not order the box and also did not have me in the right promotion. After some time, I was told this was fixed and I had the rate for 2 years. Today, I was offered a $15 monthly increase vs. $25 increase, but I do not understand why I cannot get the promotion I was promised last year. How do they just change like it never happened, especially when I have the advertisement, and they act like such a thing was never offered?

  Business response

  08/07/2023

  August 7, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ********* ****
  **** ********* *****
  Decatur, GA *****
  
  Case Number: ********
  Date of Notice: July 28, 2023
  
  To the Commission:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ********* ****.
  
  On July 28, 2023, I spoke to *** ********* **** regarding the concern. After reviewing the account, *** **** is subscribed to Fast internet service for 12 months on a non-term agreement. The promotional rate began on August 22, 2022, and is set to expire August 21, 2023. On August 22, 2023, the package will transition to its second-year rate for an additional 12 months. Additionally, *** **** is subscribed to xFi complete on a promotional discount for 12 months. The promotional rate began August 22, 2022, and is set to expire August 21, 2023. During my conversation with *** ****, I explained that she is and will continue to receive the mobile discount for 24 months as long as she remains a Xfinity Mobile customer. No changes were made towards the account at this time. I apologized for any inconvenience experienced 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

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TO WHOM MAY BE CONCERNED:MY NAME IS ******************************* AND I AM A CLIENT OF XFINITY. ON JUNE 2ND, 2023 I REQUESTED INSTALATION OF SERVICES AT MY ADDRESS LOCATED AT *******************************BEACH, FL*******. I WAS ADVISED THAT IF THE TECHNICIAN DID NOT HAVE TO RUN WIRES OR MAKE ANY INSTALATIONS, ONLY PLUG AND PLAY, I WOULD NOT BE CHARGED ANY INSTALATION FEES. UPON THE TECHNICIAN ARRIVING, NO INSTALATIONS WERE NEEDED, IT JUST TOOK A CONNECT AND ACTIVATE.I WAS CHARGED THE INSTALATION FEE REGARDLESS, AND XFINITY HAS BEEN REFUSING TO ASSIST ME IN THIS MATTER. CAN I RECEIVE HELP REFERENCE THIS BILL INCONVENIENCE. IVE MADE CONTACT WITH SEVERAL XFINITY MEMBERSW TO NO AVAIL. THE AMOUNT CHARGED WAS $273.79 US DOLLARS. MY ACCOUNT NUMBER IS ****************. I HAVENT RECEIVED A SOLUTION TO THE PROBLEM.I AM ATTACHING THE RECEIPT, ALONG WITH SUPPORTING CHARGES TO MY ACCOUNT.THANK YOU IN ADVANCE.

  Business response

  07/27/2023

  July 27, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  
  Re:*******************************
  *******************************t
  Hialeah, FL 33013 ******
  
  Case Number:********
  Date of Notice: July 25, 2023
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service. 
  
  On July 26, 2023, I spoke with **********************, who was authorized by the account holder *******************************, regarding a billing concern. Our records indicate the service was activated via a self-installation on May 26, 2023. The self-installation was not successful, and a professional installation appointment was scheduled for May 29, 2023.  
  
  On May 29, 2023, a technician completed the installation and installed a new outlet. The account was billed a professional installation fee on May 29, 2023 for the completed appointment. A second appointment was required and completed by a technician on June 2, 2023, during which time the technician fixed a degraded drop. The account was billed an installation charge on June 2, 2023 for the second completed appointment. 
  
  A credit was applied to the account on July 15, 2023 for one of the two installation charges. The credit is reflected on the July 22, 2023 billing statement. On July 26, 2023, a credit was applied to the account for the second installation charge. The credit will reflect on the August 22, 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 *********************************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to cancel service on 7/14/2023. I specifically asked if I would be getting a credit for canceling mid cycle. I was told that I would be getting a credit of 17.49 by 7/23/2023. However I was charged what would have been the bill amount of 93.89. I called again on 7/24/2023 and spoke to ******. She confirmed that I canceled and did not know why I was charged the full amount but said that there was a refund in progress for 76.40, how ever that would take 3-5 days. I asked why I was told I would be getting a credit and the agent just said that they did not know. I asked to speak to a supervisor, and after about 5 minutes I was told that there was no supervisor available. I asked if I could escalate further and I was told there was no other escalation. I asked if I would get a call back from a supervisor and I was told that they could not guarantee a supervisor would call me back. I asked what I could do and they suggested that I go into a store and speak with a manager there. I asked what a manager in store could do for me and they replied with 'I don't know'. So they wanted me to go into a store and waste more of my time for a manager there not to be able to do anything. When I asked for ******'s supervisor name she said that she did not have a supervisor. I don't believe that a employee does not have a supervisor or manager. I am asking for the information that I was originally provided to be honored and have the remaining 17.49 that I was charged refunded and the credit of 17.49 that I was told that I would get as well.

  Business response

  07/27/2023

  July 27, 2023 
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  

  Re:**************************;
  *************************************************
  Beaverton, OR *****
  
  Case Number:             ********
  Date of Notice:           July 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 July 25, 2023, I spoke with ************ regarding a refund request. Our records indicate on July 3, 2023, a billing statement generated with a balance owed for the regular monthly charges. On July 15, 2023, the account was disconnected as requested effective that same day. 
  
  Due to the account being enrolled in automatic payments, on July 23, 2023, an automatic payment was processed for the balance owed on the July 3, 2023 billing statement and posted to the account on July 24, 2023. This resulted in a credit balance on the account. This will reflect on the August 15, 2023 billing statement. 
  
  On July 25, 2023, a refund for the credit balance was processed back to the card used to make the payment on July 23, 2023. ************ can expect to receive the refund within 10 business days. 
  
  The account reflects as disconnected with no balance owed. I will follow up with ************ to confirm the refund has been received. I apologized for any inconvenience that *** 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

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem was with Xfinity Mobile service and the people that work for this department how they handle the new customers they cancel my phone service for they mistake my line they I have for over 10 years was cancel for one of them as of today, I have 4 days without phone waiting for them to restart my line I work with my phone and Ive been losing a lot of customers because that and dont want care about the open a ticket Monday and another ticket Thursday and nothing yet my phone is ************ and the second ticket # ECM **********

  Business response

  08/08/2023

  August 8, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ******** *****
         **** ******* ***, Unit ***
         Fort Myers, FL *****
  
         Case Number:   ********
         Date of Notice:  July 21, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ***** regarding Xfinity Mobile service.
  
  I made several attempts to contact *** ***** via telephone and email; however, my attempts were unsuccessful. Our record shows that on July 16, 2023, *** *****’s mobile number ending in **** was successfully ported from ****. However, due to a system error, the line was unable to be activated at the time. On July 18, 2023, a ticket was submitted to correct the error and activate the line. Our record shows that the issue was resolved on July 20, 2023, as the line was successfully activated at the time.
  
  In order to address any additional concerns that *** ***** may have, direct contact with her is necessary. 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 (***) ***-****, Extension *******.
   
  Sincerely,
    
  **************
  XM Executive Resolutions
  

*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. ↩