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 Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:07/09/2025

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

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  To Whom It May Concern,I am filing a complaint against Xfinity Mobile (Comcast) for their failure to resolve a damaged and missing shipment of a mobile phone ordered through their website. The phone was shipped via ***** but was never delivered due to damage during transit as confirmed by *****.I have contacted Xfinity Mobile support multiple times over the past 15+ days and have received no meaningful action. They have not filed a ***** claim, not issued a replacement, and have not suspended billing despite repeated requests. I am now without the device I paid for and being charged for a product I never ******************* has confirmed that only the shipper (Xfinity) can file a claim. Despite this, Xfinity continues to stall the process with no resolution in sight.I am requesting the following:That Xfinity Mobile immediately file the ***** claim.That a full refund of the item and money spentThat billing be suspended for the undelivered item.This situation is causing considerable inconvenience and appears to violate basic consumer protections. I hope BBB intervention will prompt an appropriate resolution.Sincerely,****** PrestonXfinity Mobile Account InfoFedex Tracking Number: ***** *****************

  Business Response

  Date: 07/15/2025

  
  July 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *******
              *********************
              *********, ********
  
              Case Number:              23567196
              Date of Notice:             July 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******* regarding Xfinity service.
  
  Comcast records reflect on May 13, 2025, a ******* Galaxy S25 was ordered as a new line of service. The device shipped on May 14, 2025. According to the ***** tracking the device was damaged, while in the shippers possession.
  
  On May 18, 2025, ****** ******* visited the retail location and purchased a ******* Galaxy S25. The mobile number ending 7564 was ported to Xfinity Mobile.
  
  On May 21, 2025, the line of service was semi activated, as stated in the original service agreement, your billing cycle starts the day you activate your first line. If you dont activate first, your billing cycle will begin seven days after you order an eSIM or seven days after we ship your device or SIM card.
  
  On June 4, 2025, a case was created to investigate ****** Prestons claim of not receiving the device ordered on May 13, 2025. On June 18, 2025, the first invoice generated, reflecting the monthly service charge, activation fees,device payments charge, Xfinity Mobile care, unlimited promotion, and taxes due on July 8, 2025. On June 21, 2025, a new case was created to investigate the device ordered on May 13, 2025, as the initial ticket was closed.
  
  On June 27, 2025, and July 5, 2025, credits were applied to the account, the credits impacted the June 18, 2025, invoice. On July 5, 2025, an additional credit was applied to the account, that impacted the July 18, 2025, invoice. On July ******, I spoke with ****** ******* and explained the information above. On July 8, 2025, a payment was processed and the semi activated line was deactivated.
  
  Communication was sent to the investigation team to inquire about the lost/damage device. On July 8, 2025, the device was deemed lost in Transit and the account was remediated. All charges associated with the device were removed and will not reflect on the invoice as the line was cleared. The device was also added to the blocklist.
  
  On July 8, 2025, a refund was issued for the Point of Sale purchase. On July 9, 2025, I spoke with ****** ******* to advise the line was cleared. On July 14, 2025,****** ******* confirm receipt of the refund. In addition, ****** ******* was advised when he enrolled in service with the first line he was receiving a promotional credit of $400 off the device broken into 24 monthly installments, which required a subscription to the Unlimited Premium Plan.
  
  ****** ******* was advised when the new line was ordered he enrolled on the Unlimited Intro Plan at $40 per month. On July 9, 2025, ****** ******* was changed to the unlimited premium plan. A request was also submitted to have the promotion added as I was unable to add. However, the account is still within the ***** period of having the promotion honored. ****** ******* was advised to allow two invoice to post as the promotion should be applied within that time.  ****** ******* was provided my contact information and advised should the promotion not reflect as intended to contact me for additional assistance in having the promotion applied manually. 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,
  
  
  ****** *.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 07/15/2025

  [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:07/07/2025

  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.

  Xfinity apparently scheduled maintenance today in the middle of the work day but informed NO ONE. Why is PLANNED MAINTENANCE being performed and no notice going out. This is UNACCEPTABLE!

  Business Response

  Date: 07/10/2025

  
  July 10, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              *****************************
              ************,MO 64050
  
                  Case Number:      23565730
              Date of Notice: July 7, 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 7, 2025, ****************** was affected by an unplanned outage in his area,causing the loss of service for multiple customers. On July 7, 2025, ********************'s maintenance team identified and corrected the issue causing the outage by performing an equipment adjustment, which restored service the same day.
  
  On July 7, 2025, Mr. ***** was provided a credit for the loss of service. This credit will be seen on the statement that will be generated on July 15, 2025.
  
  On July 7, 2025, I spoke with Mr. ***** and confirmed services are working normally. 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:07/07/2025

  Type:Product 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.

  This business was contacted in May 2025 to cancel service due to the customer being deceased on 4/21/25. I was notified that I would need to go to a branch to resolve, which I did on or about 5/28. I couldn't had gone any earlier as I did not have the proper documentation from the courts and the coroner to do so. The account was cancelled in May, however, I am expecting a refund from services not used from 4/29/25 - 5/28/25 (their billing cycle). I was told upon cancellation and presentation of documents required by Xfinity to cancel the account, that I would need to wait a couple of weeks and then inquire about a refund, as the store was not able to process any transactions. I contacted Xfinity *************) and explained the situation and was told that the refund was approved and to expect a confirmation within ***** hrs. On 7/7 I followed up to find out when I could expect the confirmation notice and refund and was told they are not going to make a refund. Not sure why one Xfinity operator would say yes, and another no, but if they record their calls they should be able to find it - Also, they should clearly be able to see zero activity on these services from 4/21/25 and on and they have a copy of the death certificate on file showing date of death. I am requesting they make a refund for the services, clearly not used, for the month of billing May 2nd - June 1 to the estate in which autopay was used to make the original payment. Thank You.

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** ********
          *******************************;
          **********, IN 46140
  
          Case Number:    23564695
          Date of Notice:   July 7, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******** regarding Xfinity service.
  
  On May 11, 2025, we processed the final payment on the account. ***** ******** passed away on April 21, 2025. On May 28, 2025, **** ********, the account holder's brother, contacted us by phone and was instructed to take a copy of the death certificate to the service center. 
  
  On May 29, 2025, **** ******** visited the service center to present the necessary documentation. The account was reviewed, and the cancellation was processed on the same date. On June 7, 2025, **** ******** followed up with us regarding the refund amount that he received. Upon reviewing the account, we realized that we had not backdated the services to April 21, 2025, the date of ***** ********** passing. 
   
  On July 8, 2025, we applied for an adjustment to the account to cover the services from April 21, 2025, to May 29, 2025. This credit will appear on the billing statement dated August 1, 2025. 
  
  On July 9, 2025, I spoke with **** ******** to explain the credits applied and informed him that it would take 10 to 15 days to process a refund. I also sent an email to the finance department to request a check for the refund. 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,
  
  
  Astashia K.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/11/2025

  [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:07/07/2025

  Type:Service or Repair 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.

  August of 2024 I added a line to my Xfinity mobile account, then immediately after called Xfinity and explained to them that my phone was locked and I needed to cancel that order. They assured that it was cancelled and no charges would be made. Our payments are automatically taken from our account so I never looked at our bill until my finance asked why our bill was so high, come to find out that I have been getting charged for almost a year for a phone that I was told I would not get charged for since it had been cancelled. I called on June 26th 2025 and spoke to Jeline (employee number 2432) and she went back through all of my ********* bills and stated I had been falsely charged $270 in total and asked how I would like to proceed with that. I stated that obviously I wanted a refund and she claimed that she would send this to the refund department and it should be back into my account in 7-10 business days. I called in today, June 7th, to check on the refund status and spoke with **** (employee number 0798) and he informed me that there is no pending refund and Jelines notes didnt even include anything about a refund. This is the second time I was given misinformation and it has costed me $270.

  Business Response

  Date: 07/10/2025

  
  July 10, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *****
              ********************;
              **********, ** 15956
  
                Case Number:                    23563511
              Date of Notice:             July 7, 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 8, 2025, I spoke with Ms. ***** regarding her billing concerns. Our records indicate that on August 23, 2024, an online order was placed for a bring your own device (BYOD)Nano-SIM . The same day, account notations confirm Ms. ***** called Xfinity to request cancellation of the pending order. The line was never cancelled.
  
  Due to Xfinitys auto-billing Ms. ***** began being charged monthly for service. At the time of the order placement Xfinity offered a BYO promotion in which customers would receive a monthly bill credit for 10 months when adding a BYOD to their account.
  
  Ms. ***** was successfully receiving this credit monthly therefore, she was being charged monthly for services as the line was an added line to her account which would have been a higher amount monthly prior to the discount.
  
  On June 26, 2025, the line was successfully cancelled. Ms. ***** paid  from the August 8-September 7, 2024, billing cycle to the June 8-July 7, 2025, billing cycle.
  
  On July 7, 2025, upon receipt of Ms. ****** complaint, an escalation call back was made to Ms. ***** in which she was issued a refund. Corresponding account credits were applied to the account to offset the issued refund, and another courtesy billing credit,which reflects the June 8-July 7, 2025, billing cycle. 
  
  On July 8, 2025, I spoke with Ms. ***** and educated her of the above information. Ms. ***** understands the charges and the refund amount. Ms. ***** advised she and has no further concerns at this time.  I apologize 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,
  
  
  ****** *.
  XM Regulatory Specialist