ComplaintsforComcast Corporation

Cable TVs

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Customer Complaint:

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Initial Complaint
08/28/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had xfinity home internet and mobile service for two phones and because of the COVID-19 pandemic I have been homeless since September 2020 and had to turn off my Xfinity home internet. Since then I’ve been charged an extra 80.00 a month which has become a huge burden on my finances. I’ve tried to switch to another mobile provider that will help me to pay off my phones, all I need is Xfinity to unlock my phone and they refuse to. Several attempts have been made to have this done. I’m told by customer service representatives to just cancel my service and request a pin for unlock. After each attempt they still refuse to unlock my phones and inform me I have to pay off the phones. I’ve tried to just get a final bill and xfinity representatives in store and online inform me they can’t give me one. If I had a final bill I would be able to transfer to another mobile service that will pay off my phones. They make it impossible to leave and overcharge me for service. This is unacceptable.
Business response
09/17/2021
September 17, 2021

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

Re: ******* ********
P. O. Box ****
Lynn, MA *****

Case Number: ********
Date of Notice: August 30, 2021

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to your office by *** ******* ******** regarding Xfinity Mobile service.

On August 31, 2021, I spoke with *** ******** to discuss his Xfinity Mobile concerns. Our records confirm that *** ******** does not meet the eligibility requirements to complete the mobile device unlock process, due to each device ids ending in **** and **** has existing device payment plan balances. Once *** ******** meets the eligibility requirements, he can contact support to complete the process. I apologized to *** ******** for any inconvenience this may have caused him while attempting to resolve this matter.

Please contact me directly should you have any additional questions or concerns.

Sincerely,

Kimberly F.
Xfinity Mobile Regulatory Specialist
***** ********, Extension *******
Customer response
09/28/2021
[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: They did nothing for me. They couldn’t give me a last bill to know my final balance and refused to unlock the phone. I had to go to a store to pay off my phones and still couldn’t get a final bill. They can’t print anything in the store except phone records and to me this is unacceptable! The man at the store forced me to pay the phones off and THEN pay my balance which included payments on the phones, so I payed an extra $100 on my phones which I’m sure I will have to fight to get back now. The woman that called me from corporate NEVER apologized to me, she was actually quite rude. Then after paying off my phones, the bill, and the extra $100 payment on the phones, I go to port my numbers to ******** and we had issues for days. Only after my 5th or so conversation with a ******** expert who had to get an Xfinity rep on the phone with us both, did I find out that I needed to request a pin to unlock the numbers that I was already told on multiple occasions were unlocked. I feel like my phone and numbers were held hostage and Xfinity was purposely trying to complicate my switch to another carrier. This is by far the worst service I’ve ever had! I will continue to let everyone I know how horrible my entire experience was. Everyone I talked to at Xfinity gave me different answers and sent me running back and forth between Xfinity stores and calling customer service. I will NEVER EVER use any Xfinity service again!

Regards,

******* ********
Initial Complaint
08/28/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have called Comcast on several occasions requesting a technician to repair my landline phone service. My home phone has not worked in over six months.
Business response
09/14/2021
September 14, 2021

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

Re:       Case Number:                      ********
            Date of Notice:             August 29, 2021

            ****** ******
            **** ******** *****
            Lithonia, Georgia *****

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 the service visit scheduled for November 5, 2020 was cancelled with *** ******’s consent because her services were working correctly. The service visit scheduled for March 6, 2021 was cancelled by *** ******, via the Smart Messaging System (SMS). On September 4, 2021, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by relocating the base phone closer to the modem and swapped the modem to an *** modem. On September 7, 2021, I spoke with *** ****** and she verified that services are working correctly.

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 ###-###-####, Extension *******.

Sincerely,
Eric G.
Executive Customer Relations
Customer response
09/17/2021
[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. However, I didn’t cancel my appointments, Comcast’s numerous out-sourced customer service representatives from India and Mexico performed those actions. In addition, these same untrained representatives never document the accounts after customer interactions. Furthermore, before the technician appointment, all my services were affected and off-line, and that also included my Home security system. Yes, my services are now working, but if I hadn’t filed a complaint, I would still have the same service problems.

Regards,

****** ******
Initial Complaint
08/28/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We called Comcast end of June to inquire about our data for our WiFi. We switched to unlimited for 11.00 but in July and August we've been charged 100. Extra each month. We have in July when we saw the charge and they told us it was a mistake and we would get a credit that didn't happen we called back and they told us again a supervisor would handle the credit still nothing issued and now we got another 100. Charge. We want both amounts credited to out account since we have the unlimited data WiFi plan.
Business response
09/24/2021
September 24, 2021

BetterBusiness Bureau
**************************************************************************************

Re:       *********************
******************************************
File Number:                                    ********
Date of Notice:                          August 29, 2021
Dear Sir or Madam:
This letter is in response to the above-referenced complaint submitted to your office by *************************.

On January 26, 2020, ************** accepted an Xfinity TV, Internet, and Home security service package and added an unlimited data plan for an additional monthly charge. Effective August 1, 2020, ************** transferred her Xfinity services to her current service address; however, her unlimited data plan was inadvertently not transferred from her former account to her current one. Consequently, ************** was billed for data overages when she exceeded her data usage threshold in January, June, and July 2021. We apologize for the error. On August 19, 2021,************** signed up for xFi Complete (which includes unlimited data) and has not incurred (and will not incur) any data overage charges for her data usage from August 2021 forward.

On September 7, 2021, a Comcast Customer Security Assurance technician spoke with ************** to address her concern and advised her of the above information. Credits to offset the above-mentioned June and July 2021 data overage fees were applied to *** ****** upcoming September 27, 2021 billing statement. Credits to offset the January 2021 overage fee, plus an additional courtesy, were also applied to **. ******account, which credits will reflect on her October 27, 2021 billing statement.

We apologize for any inconvenience or frustration that ************** may have experienced while attempting to resolve her concerns. Should you have any questions or require additional information, please contact the Customer Security Assurance team.

Sincerely,

Comcast Customer Security Assurance
*************
Initial Complaint
08/27/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Xfinity not honoring promotion i have xfinity internet and after months of debating leaving my current carrier i decided to switch my unlocked devices and phone number they offered a $100 gift card promo that ends on August 27,2021 i have a family plan totaling four lines which meant i am suppose to receive $400 i was having difficulty online i called to place the order for the sim cards via phone the guy checked the **** the phone were compatible so he proceeded he added three lines i told him i wiuld call back to add the 4th i found that they only gave $50 i asked why he states because i am not a new customer i have never had service with xfinity mobile i called back to speak with someone about this discrepancy i was then told they saw the promo etc and i tried to add the **** AND PHONE NUMBERS MYSELF AND XFINITY HAS BLOCKED ME SAYING THE DEVICES ARE NOT COMPATIBLE ALL OVER SUDDEN WHEN THE ORDER WAS SUCCESSFULLY PLACED I WANT THEM TO HONOR THE PROMO AND CORRECT THIS ISSUE.
Business response
09/16/2021
September 16, 2021

BBB of Metro Washington D.C. & Eastern ************
******************************************************************************************

Re:***** *****
P.O. Box ******
***************

Case Number:********
Date of Notice: August 28, 2021

Dear Sir or Madam:

This letter is in response to the above-referenced complaint submitted to your office by *********************.

On August 29, 2021, ************** activated three lines of Xfinity Mobile service through the Bring Your Own Device (BYOD) program. ************** attempted to activate a fourth mobile device through the **** program; however, this device was not compatible with Xfinity Mobile service. Therefore, on August 29, 2021, ************** also purchased and activated a new ***** ****** ** mobile device with Xfinity Mobile service through the 24-month device payment plan.

With respect to **. ****** prepaid card promotion concerns, as a new customer, ************** is eligible for a $50.00 prepaid card for each of her three BYOD Xfinity Mobile lines of service. Although Xfinity Mobile was offering a similar $100.00 prepaid card promotion at the time that ************** subscribed to service, this promotion was for new customers that subscribed to Xfinity Mobile service at an Xfinity store or through the Xfinity Mobile website. ************** subscribed to Xfinity Mobile service by contacting customer support, and therefore, she is not eligible for the $100.00 prepaid card promotion. However, **. ****** purchase and activation of her ***** ****** ** mobile device with Xfinity Mobile service included a promotion for a $100.00 prepaid card. Per the terms and conditions of the $50.00 and $100.00 prepaid card promotions, ************** must maintain her account in good standing with the same level of service for 90 days from her service activation date in order to receive her prepaid cards. At this time, ************** is still within her 90-day eligibility period.

On August 30, 2021, I spoke with ************** to advise her of the above information and apologize for any inconvenience that she may have experienced. I offered to apply a courtesy credit to **. ****** Xfinity Mobile account; however, she declined at that time. I provided ************** with my direct contact information should she have further questions or concerns.

Should you have any questions, please feel free to contact me at ********************************.

Sincerely,

****************
Xfinity Mobile Executive Resolutions
Customer response
09/16/2021
I am rejecting this response becauseThis rude individual sided with notes left by the representatives instead of looking at the evidence he immediately told me he was not going to honor the promotion but offered a $150 credit to the account I spend numerous hours on the phone with customers support to try to resolve this they refused to assist I even emailed a supervisor to assist and nothing came of it xfinity are swindling their customers and getting away with it I reported this to the attorney General as well I showed how I was blocked and denied completing the online device transfer to keep from honoring the $100 per line the person that contacted me was hostile and unprofessional and if another representative want to credit the amount of $150 to bring this to a close they can but I do not want the person that initially contacted contacting me anymore they care more about their reviews from the BBB than doing right by their customers *********************
Initial Complaint
08/27/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In the month of April comcast sent me a cell phone for free I had called earlier that month to up date my current plan for my internet, voice, cable that was to end i the month of June I told the agent that I didn't want the phone but she sent it anyway, I've been trying to send the phone back never activated the phone, but they want take it back because I didn't send it back in 14 days. I have a contract with another carrier I've file a complaint and written to the fraud department of comcast and to Mr. *** K******** and to this day no responds.AS of April 23,2021 they have been charging me for a cell phone I didn't apply for nor do I want or need I need help with this problem my account # is **********
Business response
09/16/2021
September 16, 2021

BBB of Metro Washington DC & EasternPennsylvania
******************************************************************************************

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

                Case Number:                      ********
                Date of Notice:                 August 28, 2021

DearSir or Madam:

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

On April 23, 2021,************** spoke with a customer service representative, established an XfinityMobile account by providing his information, and was shipped a device at no additional charge. After the order was complete and submitted, **. ******* an order confirmation. On April 27, 2021, ************** received the device.

On July 7, 2021,************** attempted to return the device. However, because he was outside the14-day window, we are unable to accept the device back.

On September 2,2021, I spoke with **************. He is currently receiving the device at no additional cost, as the monthly device payment is not being charged for the 24months device payment plan. However, if ************** deactivates his account, he will be responsible for the remaining balance on the device as per the terms and conditions he accepted for this promotion. Thus, ************** decided to keep the account active. We apologize for any inconvenience this may have caused.

Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

****************
Xfinity Mobile Executive Resolutions
Customer response
09/18/2021
[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:

Because no listen to me because I didn't call and apply for a cell phone from them and they wouldn't listen to the conversation with the agent they are saying I accept the phone and know it's mine and I have to pay for the service even if it not activated they will term it over to collections if I don't pay for the service so that's where we are at
Regards,

*********************
Initial Complaint
08/25/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Comcast has billing issues they refuse to address. When we moved here we seeked service which required a new line installed as the property did not have service. Comcast mailed us equipment and billed us for 2 months service and an "installation" fee while we never had service. We were suppose to get bill credits and never did. Plus their fault flex box destroyed 2 brand new Home theater AV units which I made a video of. Both units cost around $630 to replace. Comcast owes us that credit as well. They were suppose to file their insurance for damaged customer property. Now they are trying to bill us for channels and service that we don't receive or want.
Business response
09/14/2021
September 14, 2021

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

Re: ********* ********* ***
**** ******* ******
South Bend, IN *****

Case Number: ********
Date of Notice: August 26, 2021

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 30, 2021, I communicated via email with *** **** ******* who is an authorized user on the account. Our records indicate on August 22, 2020, an order for service was completed online with the installation of August 27, 2020. On August 27, 2020, the order was completed as self-installation. The account was enrolled in a 24-month contractual agreement for the Extreme Pro Internet with a Xfinity Flex Stream Box at no additional charge effective from August 27, 2020 through August 27, 2022. The package includes a contract discount effective from August 27, 2020 through August 26, 2022.

On August 23, 2020, a technician activated the tap. I confirmed *** *******’s account was not billed a fee. On September 5, 2020, a technician completed an appointment for a failed self-installation which resulted in a charge to the account. On September 3, 2020, a credit was applied to the account. On September 3, 2020, a credit was applied to the account to compensate for service interruptions from August 22, 2020 through September 6, 2020. The credits were reflected on billing statement dated September 23, 2020.

On April 4, 2021, *** *** was added to the account via the Xfinity Flex Box. On August 18, 2021, ***** was added to the account via the Xfinity Flex Box. On August 24, 2021, ******* was added to the account via the Xfinity Flex Box. On August 25, 2021, ***** and ******* were removed from the account. I verified the account is being billed correctly and all changes to the account were authorized.

*** *******’s damage concerns were referred to Technical Operations leadership for further review and investigation. Technical Operations leadership attempted to reach *** ******* on several occasions without success. It was determined the Xfinity Flex TV Box is a wireless box with no audio connections. The customer-owned equipment would only be able to be accessed wirelessly. As a result, *** ******* damage claim has been respectfully denied as the damages were not caused by Comcast. On September 13, 2021, an email was sent to *** ******* to advise him of the above information and provide my direct contact number should he require additional assistance. 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 (866) 642-4868, Extension *******.

Sincerely,

Heather M.
Executive Customer Relations
Customer response
09/14/2021
The flex box does in fact produce audio. The HDMI interface provides both video and audio connections. In FACT the flex box does not connect wirelessly and requires an HDMI wired connection to function. The flex box is built with a faulty "doby 5.1" audio encoder that causes the units to short out doby AV theater's system. We have tested 2 separate flex boxes which destroyed 2 separate brand new units.

The fault is not the AV unit, it is the Flex box. Which if manual set to ONLY send stereo sound, will only short out your AV unit upon reboot before it shuts off it's "5.1" encoder.

Comcast is attempting to insult you and our intelligence by making up nonsense of magical wireless HDMI connection with no audio and claims the audio just appears by magic to your home theater by somehow guessing what the "wireless HDMI" is sounding like. Get real!

If Comcast would prefer we will add court costs to this and file suit. It's really not a big deal as either way we will be reimbursed for damage to our equipment by Comcast faulty flex boxes.
Initial Complaint
08/22/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company switched ***************** without my knowledge. Rate is now about triple the previous price. After speaking with three representatives who said they could help me, they all were not able to get my previous rate for the same internet. I was told I am a diamond member since **** and yet they are not willing to work with me. Having previously lost my job due to Covid I am not able to pay the higher rates and see better offers on their website and they say those are for new customers. Why not give a customer since **** who is struggling the same rate plan? Not fair and clearly not a diamond club benefit. They are okay with me leaving.
Business response
08/30/2021
August 30, 2021

BBB of Metro Washington DC & EasternPennsylvania
******************************************************************************************

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

              Case Number:                    ********
Date of Notice: August 23, 2021

Dear ***************************** is inresponse to the above-referenced complaint submitted to the Better BusinessBureau by *********************** regarding Xfinityservice.

Our records indicate that thecurrent 12-month Xfinity Performance Starter+ promotion ended on August 9, 2021,and on August 10, 2021, retail rates became effective. Pricing does not includeequipment, taxes, and fees.

On August26, 2021, I spoke with **************** regarding a billing concern.**. ******* requested promotional rate applies to new customers only. As acurrent longtime customer **************** does not qualify for a new customer rate. Duringour conversation we reviewed his current package and available rates. *************** has a rate which is lower than any of our current package rates. *************** has been advised he can reach customer service to discuss additional package options that *** be available. 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,

Don L.
Case Manager | Executive Customer Relations
Customer response
08/30/2021
[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:
Company is not willing to work with customers who have been with them since **** and refer to them as diamond members. New customers get better deals. His rate offer of what he said the best he could do was worse than what I am paying now.
Terrible response and customer service.
Regards,

***********************
Initial Complaint
08/18/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had a business at *********************************Houston, TX *****. We closed down the business end of March 2020. I called in March 2020 to report that we closed the business. They customer service rep told me we're still under contract and that I would have to contine to paying. We've been paying monthly . I called in today because I wanted to know when the contract expired (I HAVEN'T RECEIVED A BILL OR EMAIL FROM THE COMPANY SINCE MOVING OUT). The contract expired March 2021. We've been paying 5 months. I WANT OUR MONEY BACK. We haven't missed a bill and been paying faithfully, why would they continue billing us if our business closed down? The rep on the phone told me I needed to give them 30 days. WHAT???? They have notes the business closed down. This company is scamming the honest paying companies. This isn't right.
Business response
09/07/2021
August 27, 2021

BBB of Metro Washington DC & Eastern ************
******************************************************************************************

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

      Case Number: ********
      Date of Notice: August 19, 2021

Dear Sir/Madam:

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

Upon receipt of this complaint a full account assessment was performed, and I found that ******************** never signed a Comcast Voluntary Disconnection Request (VDR) form to disconnect the account in question; due to this the account was left active and billing.

On August 18, 2021 ******************** spoke to Comcast to request a disconnection of services and on August 18, 2021, ******************** signed the VDR form to authorize disconnection. On August 23, 2021, I communicated with ******************** and scheduled a disconnection of service effective August 23, 2021 as requested. On August 23, 2021, I advised ******************** that I will be waving the 30-day prior notice to terminate and backdating billing to the date she signed the VDR; I did convey that no additional compensation will be had. 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 **************.

Regards,

**************
Executive Customer Relations
Customer response
09/14/2021
[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:

Regards,

*******************************
Initial Complaint
08/16/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My cable tv hasn’t been working right over 2 month I’ve been calling every other day about this problem, I call today August 16 , 2021 , I was told that it wouldn’t be working until tomorrow, I ask for a supervisor or someone to come out . Was told I would have to pay because the cable don’t wok it’s not my fault , the message say they are having problems on their end so why would I have to pay for their problem, I pay $289 each month on time , I should have to go 24 hour with out the cable working , I’m so disappointed at Xfinity
Business response
08/20/2021
August 20, 2021

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

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

Case Number: ********
            Date of Notice:             August 17, 2021

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 18, 2021, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective outside drop connecter and the defective ground block. On August 19, 2021, I spoke with *** ******** and verified that services are working correctly. Our records reflect that on August 16, 2021, when *** ******** contact Comcast to report service loss, there was an ongoing outage due to a fiber cut. On August 17, 2021, the outage was resolved by repairing the fiber cut.

On August 19, 2021, I applied a credit for the service issues. This credit will reflect on the September 11, 2021 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 (**** ******** Extension *******.

Sincerely,

Chris M.
Executive Customer Relations
Initial Complaint
08/16/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Me and my husband moved, bought a home in another state, so we closed our XFinity Internet and Mobile services. They emailed our cancellation for the one phone but not the other. (see attachment) We received confirmations for the equipment we returned - our money was refunded. Despite cancelling all accounts via net then by phone, despite paying off our cell phones so we would have a zero balance, despite replacing the sim cards to new provider, XFinity Mobile continues to bill us for service we no longer have. They automatically withdrew funds from our bank without authorization to cover their new charges. I opened a bank investigation to get that money back and was forced to cancel our card XFinity was using. Countless calls with XFinity representatives have proven time consuming and obviously pointless. I want the harassments, billing and unauthorized charges to stop. I don't want my credit harmed and don't want anyone else to go through this. Thank you for your help.
Business response
08/25/2021
August 25, 2021

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

Re:      Case Number: ********
           Date of Notice: August 17, 2021
           ***** ******
           *** ******* ****
           Richmond, GA *****

Dear Sir/Madam:

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

On August 18, 2021, I spoke with ***** ****** regarding and confirmed her service was disconnected on July 12, 2021, but there is an unpaid balance for services provided before you canceled service. The bill statement closed July 13, 2021, and you canceled service on July 12, 2021, which would make you responsible for 29 days’ worth of charges. Once you have paid off the remaining balance, you will no longer be charged any longer from Xfinity Mobile. 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,

JonPaull B
Xfinity Mobile Corporate Office
Customer response
08/25/2021
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, while I do not find their response reasonable because they told me on the phone, more than once, I paid off the account and owed nothing more. It's very upsetting to see I'm not the only one. I responded to the letter from corporate but did not get a return response. I will attempt to contact corporate again, this time to pay what they claim I owe, if only to end this. I'm sure they'll respond under those conditions. And should they continue to bill or harass me, I will return to give the update. Until then, I hope my action here will help alert others before they decide who to go with for their internet and phone services. Learn from me, and others like me, who were taken advantage of.

Regards,

***** ******

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