Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Comcast Xfinity wi-fi service at my residence. I began service on Nov 27th 2023. until May 23rd 2025. I did not choose to end my service. My service and my account was closed without my knowledge in Feb 2025. I only found out because my internet service was not working. I called comcast and they said that my account was closed. I stated that I didn't close my account. I asked how could my account be closed by someone else, when they ask many security questions before they speak to customers. (by the way I live alone) ********************** stated that someone closed my account but that they would reopen my account. ******************** did reopen my account and I had nothing but issues from the end of February 2025 until May of 2025. That is when I had no choice but to close my account. Apparently they don't have the proper separation of addresses on this property where I rent. So, when a new tenant arrived in the building they opened a Comcast account and so there were 2 accounts at the same address. My service was shut down multiple times and my only remedy was to go to a different provider. Now comcast is trying to charge me for closing my account. they want $214.07 or else they are sending my account to collections. I have spoken to several representatives from Comcast whom all say they will send it to the **** that will look into it and no one has done anything. I have been dealing with this since the end of May and it really is a shame that these large companies can do what they want. I ask that if you can reach out to someone with authority that can look into this and see what happened to me and fix my account.

  Customer Answer

  Date: 07/15/2025

  A representative from Comcast called me today. 

  I explained the issue and she resolved it in less than 5 minutes. 

  Thanks for your help. 

   

  ****

• Initial Complaint

  Date:07/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a $15.00 equipment rental fee on my March 2025 Xfinity bill for internet equipment I never received or used. I have always owned and used my own wireless router and never had any Comcast-issued modem or device.After canceling my service, Xfinity issued a partial credit of only $14.51 in April with no explanation or acknowledgment of the error. I was never notified I had been billed incorrectly. I only discovered it after reviewing multiple billing statements and requesting access to my account history (which was denied multiple times before I found a workaround).I am requesting a full refund of the improper equipment charge and formal acknowledgment of the billing error. I would also like Xfinity to review their billing practices to ensure other customers are not charged for equipment they never received. While the outstanding balance is small, the issue reflects a broader concern about billing transparency and customer rights.Requested Resolution:Full refund of $15.00 equipment fee Written acknowledgment of the billing error Policy review to prevent billing customers for unissued equipment The picture of the phone call in me on hold waiting to talk with a supervisor. I am still currently on hold with no contact. Thank you for your time and support.

  Customer Answer

  Date: 07/14/2025

  Dear BBB Representative
  
  
  Ive now received a $0.49 credit from Xfinity, which brings the total refund to the full $15.00 that was originally charged for equipment I never rented or received.
  
  
  While I appreciate the resolution, I would still like to note for the record that the charge was made in error and that I was not in possession of any Comcast-leased equipment at any time.
  
  
  I consider this matter resolved. Thank you for your time and assistance.
  
  
  Sincerely,
  ******* *******
  
  
  

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had new service and equipment installed on Tuesday and today I have a toxic burning smell coming from my phone lines. I called customer service this morning and was told I would have someone come to my house between one and 3 oclock today and now Im being told that appointment was canceled.I called back a second time and I was left on hold for a half an hour and was told that I would get an appointment today. I got a text message that Im not getting an appointment until almost a week from today. Now Im calling a third time and Im on hold.This is an emergency ************** one is helping and the last man I spoke to had an attitude with me.

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ******** *****
              ************************
              *******,CT 06461
  
              Case Number:              23587507
              Date of Notice:             July 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** *****.
  
  On July 8, 2025, a technician was dispatched to professionally install ******************* On July 11, 2025, a follow-up appointment scheduled for July 16, 2025,was canceled on July 11, 2025, as the order was scheduled incorrectly.
  
  On July 14, 2025, I spoke with *** ***** who advised that her issue was resolved and declined my offer of a follow-up appointment. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter.  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Customer Relations

  Customer Answer

  Date: 07/18/2025

  [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

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract with Xfinity started February 2024 in November of 2024 I started being charged for a tv box that I did not have nor had I ever had one through them. I called several times about the charge. Finally 8 months later they stop charging me for the box. However they are not willing to reimburse me for the 8 month that they stole money from me for charging me for the box that I did not have. I have been in contact with several different people and keep getting the run around on the reimbursement.

  Business Response

  Date: 07/14/2025

  
  July 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** *****
              *********************
              *********,TX 77372
  
                Case Number:                    23586387
              Date of Notice:             July 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ***** regarding Xfinity service. 
  
  Our records indicate on January 3, 2024, ******** ***** accepted a 24-month promotional offer, which was effective from January 14, 2024, and ending on January 13, 2025, for the Gigabit internet service with NOW TV with Streaming device. 
  
  Our records indicate on January 17, 2024, ******** ***** accepted a 12-month promotional agreement which was effective from January 17, 2024, and ended on January 17, 2025, for the ****************** using customer owned equipment, with Gigabit ********************.  A portion of this discount ended on February 13, 2025. The remainder of the discount will expire when the promotion ends on February 13, 2026.  This plan includes a multiple product discount, which will remain effective as long as the same level of service is maintained. This promotion also includes a self-service discount for enrollment into both Paperless Billing and AutoPay, which will remain as long as enrollment in both features is maintained. The promotional price does not include any additional services, equipment rentals, or applicable taxes and fees.
  
  Our records indicate on November 6, 2024, charges for inactive equipment was added to the account and continued through June 26, 2025, at which time inactive equipment charges were removed from the account. 
  
  Our records indicate that a credit was applied to the account on July 11, 2025, for equipment related charges. 
  
  On July 12, 2025, I spoke with ******** ***** regarding inactive equipment charges.  On July 12, 2025, the associated equipment was removed from the account.  Our records also indicate a credit was applied to the account on July 12, 2025, for remaining charges associated with equipment.  These credits will reflect on the August 9, 2025, billing statement.  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company came to neighborhood selling internet service in the late summer of 2024. Agreement was they would run the fibre across the lawn and that it would be buried within two weeks. The first part was completed as planned but the burying of the line did not. After several weeks past due I tried to connect with them and found it extremely difficult to contact support (chat only via web). This process took almost an hour every time when they would try to sell me additional services while making promises of resolving my issues. Their chat bot would keep me up to date on what was occurring but it was never accurate. I would get a message that the property was flagged by utilities and that they would bury the line soon. After several failed unmet promises the cable was not buried before winter. In the spring I resumed my effort to get the cable buried and ran into the same issues. Promises made but none kept. I even went to their local business in ************ to try and talk to someone in ********* the grass in my yard started to grow I accidentally hit the cable and cut it. This was close to eight months of trying to get them to bury the line. I decided to cancel service. I did this in person and they indicated everything was set. They then charged me with an early cancellation fee which I have disputed two times now and they have indicated they have waved the charges. I am now getting the third monthly mailing indicating that I owe them $178.33.This business cannot meet commitments and do not serve their customers well. They continue to promise things and do not follow through. You cannot escalate issues and talk with anyone that can make a difference or solve problems. I continue to get letters indicating they will refer to a collection agency. Not happy at all with this business and continue to be plagued with ongoing administrative time for things they have indicated they have resolved.

  Customer Answer

  Date: 07/11/2025

  Transcript from Chat Bot.  For further examples of their inability to coordinate service and handle customer issues.  They came out several weeks after I had canceled service to mark my lawn to bury the fiber line.  I told them that I had canceled the service.  A couple of weeks later the guys showed up to bury the line.  I indicated the same.  Very frustrating given the hours of time I have spent on the phone and in person.

  Business Response

  Date: 07/16/2025

  
  July 16, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *********
              ***********************************
              ***********, MI 48895
  
                  Case Number:                      23583049
              Date of Notice:             July 10, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ********* regarding Xfinity service.
  
  Our records indicate on September 4, 2024, ****** Bellingers account was enrolled in a 24-month contractual agreement for Fast Internet. The contractual agreement was effective from September 23, 2024, to September 23, 2026. The promotional rate was effective from September 4, 2024, to September 22, 2026. Once the promotion expired, the retail rate would have applied. The package was eligible to receive a monthly self-service discount with enrollment in paperless billing and automatic payments. 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 24-month promotion for the Internet/Voice equipment rental. The promotion was effective from September 4, 2024, and will expire on September 22, 2026, after which time the retail rate would have applied. The contract included an early termination fee that would apply if ****** ********* fully disconnected the services prior to the conclusion of the contractual period.
  
  On April 28, 2025, a voluntary disconnection of the account was completed. The account was disconnected prior to the expiration of the contractual agreement and a valid early termination fee was applied on April 29, 2025. The early termination fee was reflected on the May 28, 2025, billing statement. The balance was referred to a collection agency on June 29, 2025.
  
  On July 11, 2025, a credit was applied to the account as a courtesy for the early termination fee and remaining service charges. The credit will be reflected on the July 28, 2025,billing statement. The collection agency records were updated accordingly. ****** ********* was advised to allow ***** days for the information to be updated with the credit bureaus.
  
  Regarding the cable line concern.Our investigation determined a technician visited the location on April 11, 2025,and buried the line in question.
  
  On July 11, 2025, I spoke with ****** ********* regarding the above information. ****** ********* also confirmed the line was buried. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 07/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The information with regard to the line being buried is not correct.  The only line that was buried was in the fall of 2024 and it was the wrong one and could not be used. They came out in ************************************************************************************ a timely fashion.  At that point I did not have them bury the line.

  I appreciate the timely support provided after this complaint but wish they could have provided better service in the last ~9 months. As a customer I will not regain the hours spent on this matter.

  I currently find their solution satisfactory pending cancellation of creditor's involvement.

  Regards,
  
  ****** F. *********
  

  
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/20/2025 Comcast installed internet service to ********************************************. Soon after that my internet services went out in my apt which is ********************************************. Contacted Comcast via chat and a phone call. They told me to do a factory reset and check my internet connection, I did and nothing worked. They sent a technician out one or two days later. The technician looked around on the side of the building and found that the technician that installed services to apt-2 cut my internet wire. The tech said that the previous tech did not need to cut my wire because my wire was totally separate from apt-2. After the install the tech told me to make sure that the internet was working before, he pulled off. It was working so I called him and everything is good. so, he left,A few days later I received a bill for $115. On 7/7/2025 a payment of $115 was taken out of my account. I contacted ******************** and explained what happened and told them that I had to put a stop on my rent check because of the money that was taken out and ask for a refund? They told me that they would not give me a refund because of the service call. I told them it was because their technician made a mistake by cutting my line so I should not be charged a service fee. Instead, they gave me a $100 credit towards my account. Now my rent is currently late because of this matter.

  Business Response

  Date: 07/14/2025

  
  July 14, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *******
              ************************************************
              **********, DE 19802
  
              Case Number:                    23582694
              Date of Notice:             July 10, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******* regarding Xfinity service.
  
  On July 11, 2025, I spoke with ********** regarding a billing-related concern. On May 21, 2025, a service visit was completed wherein the technician replaced an internal wiring cable.
  
  On May 22, 2025, an in-home service visit charge was applied to the account and appeared on the June ******, billing statement.
  
  On July 2, 2025, a payment through the automated system was received and reduced the account to a zero balance. On July 7, 2025, a credit was applied to the account and appeared on the July 7, 2025, billing statement. On July 10, 2025, a payment reversal returned a credit balance back to Mr. ******* bank.
  
  On July 11, 2025, I spoke with Mr. ******* and he confirmed the payment reversal was received and is satisfied with this resolution. On July 11, 2025, an additional courtesy credit was applied to his account that will appear on the August 7, 2025, billing statement.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 9, 2025, a crew from *****************************, who I believe is contracted by Comcast, was working near my home in *****************, **. They accessed a utility box located next to my property but stood outside the legal easement, damaging my newly installed sod. Despite multiple polite requests to step onto the adjacent empty lot where the utility box was fully accessible, they refused. One worker explicitly said he didn't want to get mud on his boots or inside his truck (truck #****, US DOT 707486).As I became increasingly upset about the damage, one of the workers verbally harassed me and called me a profane name in front of my three young children. My 70-year-old mother came outside to support me, and a man in truck #**** drove aggressively toward her, then filmed her while laughing and mocking her as she became visibly upset. English is her second language, and it was clear he was provoking her distress.Several neighbors came outside to help de-escalate the situation. I filed a police report (Incident #********), submitted a complaint to the Commerce Township Ordinance Department, and contacted Underground Contractors directlyreceiving no response.I am not a Comcast customer, but I am requesting ******************** confirm whether they contracted Underground Contractors for this work and, if so, to take responsibility for the contractors property damage and threatening conduct. The same crew has returned to the neighborhood since the incident with no apparent oversight or disciplinary action.What Im Requesting:Confirmation that Comcast contracted Underground Contractors for work in *****************, ** A formal investigation into the incident and the workers involved Reimbursement for the damaged sod ***************** this behavior will not happen again

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** ********
              ********************
              *****************, MI 48382
  
                  Case Number:                      23577361
              Date of Notice:             July 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ******** regarding Xfinity service.
  
  On July 11, 2025, Comcast reviewed and confirmed that **************************** were not working for Comcast.Our records reflect no work was completed in that area.
  
  On July 14, 2025, I spoke with Ms. ******** and explained our findings. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 07/16/2025

  [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

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/4/2025 - A credit on my account. Did not receive a check or a statement for July. Have called twice now and have been told that a check or deposit into my bank account would be coming in ***** hours. Have had two tickets established with both being closed out before I have hung up the phone with them with the message "Unfortunately, we couldn't approve this request, and we have closed the ticket." The message on the statement that I had to look up for July states that I should be receiving an email regarding the credit balance which has never been received. It states that "Accounts with no email address or no email response within 15 days, will receive a physical prepaid card for a refund. Refund questions? See Need Help? below." I want a refund in the form of payment NOT a prepaid card. Very sneaky. Very poor business practice. They have my email address, but I have not received any such email. Second call today saying that the refund will hit my bank account in ***** hours. We will see.

  Business Response

  Date: 07/14/2025

  
  July 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re: **** Tryon  
  **************************************************************************
  
  Case Number:23576058
  Date of Notice:July 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ***** regarding Xfinity service.
  
  On July 9, 2025, I spoke with Ms. ***** regarding a refund concern. Our records indicate that Ms. ****** account was disconnected on June 4, 2025, effective on the same date. The disconnected account reflected a credit balance that is being returned via a refund. On July 9, 2025, the credit balance was issued as a refund to the last payment method on file. The refund can take three to five business days to be received. We will follow up with Ms. ***** to confirm the refund is received. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  

  Customer Answer

  Date: 07/14/2025

  [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

  Date:07/09/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company: Comcast/Xfinity Account Number: **************** I am filing this complaint regarding an unfair Early Termination Fee (ETF) of $230 that Comcast/Xfinity is attempting to collect from me after I moved to an area where they do not provide service.I was an Xfinity customer for approximately 20 years. Before entering my service agreement, I specifically asked whether an *** would apply if I moved outside Xfinitys service area, and I was assured it would not.On April 25, 2025, I moved from ******** to ********, where Comcast/Xfinity does not offer service. Before disconnecting, I returned my equipment to the ********************************** store and confirmed again that no ETF would apply.Despite these repeated assurances, I received invoices in May and June that included a $230 ETF. I contacted Xfinity **************** multiple times, and representatives told me the fee would be removed and that the matter was resolved. However, as of July 2025, I continue to receive bills reflecting this **********, Xfinity is citing updated contract language that appears to have changed after my original agreement. It is unfair and deceptive to apply new terms retroactively when I relied on the original contract terms and the statements of their representatives.I am seeking the following resolution:Immediate removal of the $230 Early Termination Fee from my account Issuance of corrected invoices reflecting a zero balance for this fee Written confirmation that my account is cleared of this disputed charge I believe this situation reflects poor business practices and misrepresentation, and I am requesting the BBBs assistance in resolving it promptly.Thank you for your help.

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       *** *******
              *****************
              *****, OK 73099
  
                  Case Number:                         23574990
                  Date of Notice:               July 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******* regarding Xfinity service.
  
  Our records indicate that on January 6, 2025, *** ******* subscribed to Gigabit Extra Internet at a monthly contractual rate effective January 6, 2025 to January 14, 2027, with term agreement effective January 6, 2025 to January 6, 2027. *** ******* also received xFi complete at a promotional rate effective January 6, 2025 to January 14, 2027. At the conclusion of the contractual and promotional pricing,retail rates would apply. *** ******* received an additional discount with enrollment in paperless billing and automatic payments with a credit card. This change reflected on the bill dated February 1, 2025.
  
  An Early Termination Fee will not apply if service is cancelled within 30 days of installation and it will decrease every month. An Early Termination Fee will apply if service is cancelled after the first 30 days and within the effective dates of the term agreement.
  
  On April 23, 2025 an order to disconnect service was entered and successfully completed on April 25, 2025 with a bill stop date of April 25, 2025. Disconnection of service generated a prorated credit for service previously billed in advance April 25, 2025 through May 14, 2025. This is reflected on the billing statement dated April 25, 2025.
  
  Due to disconnection of service within the effective dates of the term agreement, on April 26, 2025 an early termination fee charge was applied to the account and reflected on bill dated May 25, 2025. No payment was received and on June 26, 2025 the account was sent to collections.
  
  On July 10, 2025, I spoke with *** ******* and explained Early Termination Fee is valid. As a courtesy,the same day, a credit was applied to finalize the account with a zero balance.I advised *** ******* that this activity will automatically be reported to the appropriate agencies and to allow ***** days for the collection and credit reporting to update. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 07/16/2025

  [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 enough to close the complaint.  However, it should be observed that fair business practices should accept discontinuation of contractual obligations when their service is not available upon moving. The discounts they claim were provided up front were not for any costs incurred due to a start of service, as the service was running at my past address for 10 years before January 2025.  BBB should note that these contract terms are predatory on existing and established customers, and punishes them for services they can no longer use. 
  
  Regards,
  
  *** *******
  
  

  Customer Answer

  Date: 07/16/2025

  [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 enough to close the complaint.  However, it should be observed that fair business practices should accept discontinuation of contractual obligations when their service is not available upon moving. The discounts they claim were provided up front were not for any costs incurred due to a start of service, as the service was running at my past address for 10 years before January 2025.  BBB should note that these contract terms are predatory on existing and established customers, and punishes them for services they can no longer use. 
  
  Regards,
  
  *** *******
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because Xfinity is refusing to honor a clear pricing commitment made by their own agent, and their executive team is now forcing me to pay $75/month, even though I was told it would be $46.98/month.On May 19, I was told by an agent that I would not be charged a standalone mobile line fee after removing ************** On June 23, another agent named ***** confirmed:My total monthly bill would be $46.98 That the $14 line fee would not apply And that my bill would remain stable for a whileI trusted that information and continued service. But I was then:Charged $61 in July Set to be billed $75 next month Told the fee was now $25 Retroactively charged an extra $20 I cannot afford All of this happened while I was enrolled in autopay, meaning I was charged before I could even dispute the new total. This left me financially stressed and unable to reverse the overcharge in time.I called three times to resolve thisover 3 hours total, including 90 minutes on hold before being disconnected. Eventually, I spoke with ****** from the executive team. He admitted that the agent ***** misled me, but still refused to fix the billing. Instead, he blamed policy and refused to offer a credit or adjustment.Ive now discovered that many other Xfinity customers are experiencing the same deceptive pattern, as shown in these public threads:************************************************************************************************************************************************************************************ *************************************************************************************************************** Clearly, Xfinity has a recurring issue where **** offer pricing to customers, but other departments or later agents refuse to honor itleaving the customer overcharged, misled, and without resolution. Thats what happened to me.

  Business Response

  Date: 07/09/2025

  
  July 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *****
              **********************************************************************
              *******,AZ 85012
  
              Case  Number:                     23570694
              Date of Notice:                     July 8, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** *****,
  regarding Xfinity Mobile.
  
  On July 8, 2025 I spoke with Ms. ***** regarding her billing related concern. Our records indicate Ms. ***** cancelled residential service effective May 20, 2025. Due to cancellation of the residential service, a monthly stand-alone fee mobile fee applies. The policy is available on our website and can be viewed at  **********************************************************************************************************. ***** has been advised the fee will continue as long as there are no residential services associated with the Xfinity Mobile account.
  
  A review of the account confirms that Ms. ***** has been billed accurately. A request for compensation and/or refund has been respectfully denied as it is not warranted.
  
  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
  *******************************