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 Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

• 

  Comcast Corporation

  33407 Van Dyke Ave Sterling Heights, MI 48312-5928

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:08/09/2025

  Type:Order 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 not liable for this debt with a charter of communication ,I do not have a contract with comcast and they did not provide me with the original contract as I requested long time ago .

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** *********
           *************************
           ********, ** 02302
  
           Case Number:   23725287
           Date of Notice:   August 10, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ********* regarding Xfinity service.
  
  I made several attempts to contact **** ********* via telephone and email; however, my attempts were unsuccessful. 
  
  Our record shows that **** Jeanlouiss account was disconnected on March 3, 2021, with a balance remaining, of which a portion of the balance owed was transferred to this account from the prior account on January 27, 2021. As a result, the collections notice received is valid. 
  
  To resolve this matter, contact with **** ********* is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******** *. 
  Executive Customer Relations
  

• Initial Complaint

  Date:08/09/2025

  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.

  -Transferred home phone service and internet from ATT to xfinity in June of 2021.-Home phone has never worked ************* is the number).-Xfinity has been contacted multiple times, but representatives would only ever troubleshoot by having me turn the modem off and back on, which never worked. - Requested to cancel the home phone service and was told I couldnt due to it being part of a bundle price with the internet.-transferred service back to ATT, xfinity cancellation date of 7/14/25.-attempted to transfer home phone service and was told that xfinity had never ported the number over from ATT back in 2021 (which is why it never worked).-xfinity has closed and denied two requests for a refund for the amount that I paid for home phone services over the years. Another ticket has been open for over two weeks and gone unanswered.-I am locked out of my xfinity account, so have had to request my records via fax. This has also gone unanswered. Without this, I do not know an exact amount that I am owed, as xfinity has told me I had an introductory rate in the beginning. I believe it to be somewhere around $1500.-ATT will now not allow me to have this phone number due to being inactive for as long as it has. -In addition, Xfinity told me I would be receiving a refund of $18 for the prorated July bill that I had already paid, and I had an email that also stated this.-I received an email yesterday stating I would only be receiving $10. -every time I contact xfinity I am transferred multiple times and have to retell the same issue every time I am transferred. Nobody ever passes the information along to the next agent. I really just need this to be resolved as they owe me the refund for a service I paid for that they did not actually provide me. I am receiving the run around in hopes that I give up on the refund.

  Business Response

  Date: 08/28/2025

  
  August 28, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *******
              ******************
              *********, AL 35674
  
                  Case Number:      23724724
              Date of Notice: August 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 August 12, 2025, I began corresponding via email with ******** ******* regarding her concern. Our records indicate that on June 6, 2021, ******** ******* accepted a 12-month contractual agreement for a two-product bundle package that included Blast Internet and Xfinity Voice. The contractual agreement was effective from June 9, 2021 to June 9, 2022. The promotional rate was effective from June 9, 2021 to June 10, 2022 after which time the retail rate applied. The package was eligible to receive a monthly self-service discount with enrollment in paperless billing and automatic payments. Additionally,the account reflected a free Xfinity Flex box and xFi Complete (which included the xFi Complete Gateway and *************** at the retail rate. The service was accepted on June 6, 2021 via text message confirmation.
  
  Our investigation was unable to locate a record of a porting issue associated with the telephone number ending in 4305 being reported.
  
  On July 15, 2025, the account was disconnected with an effective stop bill date of July 5, 2025. However, the account continued to reflect a ******* subscription billed through Comcast. On July 27, 2025, the account was billed for the Peacock subscription for the July 27, 2025, to August 26, 2025, service period. This caused the credit balance and expected refund after the account was disconnected to be reduced.
  
  On August 18, 2025, a credit was applied for the Peacock Premium charge billed from July 27, 2025 to August 26, 2025. I confirmed the ******* Premium subscription reflects as being discontinued effective August 28, 2025. On August 19, 2025, a credit was applied for four months of Xfinity Voice monthly charges. The credits will be reflected on the September 15, 2025 billing statement.
  
  The disconnected account reflects a credit balance that is being returned in two refunds to the last payment method on file. If the refunds are unable to be issued to the last payment method on file, an email notification with instructions on how to redeem the refunds digitally will be sent to the email address on file. If there is no email address on file or no response to the email notification within 15 calendar days, a physical prepaid card is mailed to the address on file within seven to fifteen business days.The refunds are expected to be received within four to six weeks. I will follow up with ******** ******* to confirm the refunds are received successfully.
  
  The account was enrolled in paperless billing statements and a monthly notification of the statement being available was sent to the email address on file. Due to the account being disconnected, we are unable to further investigate any concerns associated with online access. On August 13, 2025, a copy of the July 7, 2025 billing statement was sent via email for ******** Tolberts review. 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 **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  **************

  Customer Answer

  Date: 09/02/2025

  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. 
  

  If by chance the refund does not come through as promised I will reach out again. 
  
  Regards,
  
  ******** *******
  

  
  

• Initial Complaint

  Date:08/09/2025

  Type:Order 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 purchased an Apple Watch from Xfinity Mobile on June 13, 2025. I have attempted to return the watch to Xfinity Mobile seven times, but no return label was provided, and the item was not accepted when I attempted to send it through **** using my own funds.

  Business Response

  Date: 08/15/2025

  August 15, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: **** Waters 
  ******************************************************************************
  
  Case Number:23724647
  Date of Notice:August 9, 2025                              
       
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by **** ******.
  
  On August 12, 2025, I spoke with Mr. ****** regarding the concern. Our records reflect Mr. ****** purchased an Apple watch on June 13, 2025. Xfinity Mobile offers customers a 14 day window to return devices. I confirmed there was a note for a return request on June 20, 2025, but due to unknown reasons, the return was not issued. I advised Mr. ****** I would email him a return label. Once the device is received back in like-new condition, I will refund any charges for the device and waive the remaining balance. On August 13, 2025, Mr. ****** responded via email and advised he had received the return label. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust 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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:08/09/2025

  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 stayed with someone and they frauded my account and i didnt know anything about the account and the bill and i feel like i owe an apologly and she took my ssn number

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  Better Business Bureau
  ****************************************************************************************
  
  Re:       ******** ******
  ***********************************************************
  *********************
  
  Case Number:  23724543
  Date of Notice: August 11, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** ******.
  
  Regarding the Unauthorized use of Social Security Number (SSN) and possible Identity Theft related concerns, alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1]  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  In order to process this claim, ******** ****** will need to provide the following documentation:
  
  Identity Theft Victim's Complaint and Affidavit Form.
  Proof of residency during the time the Comcast services were under your name.  You can submit lease agreements, utility bills, or mortgage statements with your name.
  A copy of your valid government-issued photo identification card. You can submit a copy of your driver's license, state-issued ID card or your passport.
  
  A ***************** Assurance technician made serval attempts to contact ******** ****** to gather more information and explain the above information. Unfortunately, all contact attempts were unsuccessful. The Comcast ***************** Assurance technician left a message with direct contact information. Contact with Error! Reference source not found. is required for further assistance with this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  [1] *****************************************************

• Initial Complaint

  Date:08/09/2025

  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.

  I purchased and was charged to my card by xfinity mobile for the purchase of a new phone that was available. I didnt not receive proper emails regarding my order like tracking and confirmational materials as I did with my other order placed on the same day. I reached out via phone calls and agents continued to lie and give me a run around about my order that they shipped together thats why it was only one tracking number (it didnt arrive with my other order), that it was processed and approved and would receive the email by EOD (I didnt), I was then told the item is now out of stock and they are unsure of when it will be back in. Agents stated they were escalating the ticket because the system does not allow for them to place orders on devices if its out of stock which is the situation. Agents failed to notate and properly report the issue and generate appropriate tickets to ensure a resolution. The agents that I spoke with on the 4th, 6th, 7th, 8, 9th were extremely negligent in not only properly reporting but also failing to seek any resolution nor put me in contact with anyone who could help and chose to instead continually transfer my calls back to the call que all while telling me I was on hold for a supervisor.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ******
              MI 48439
  
                  Case Number:                      23724017
                  Date of Notice:             August 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity Mobile service.
  
  On August 12, 2025, I spoke with Ms. ****** regarding a Xfinity Mobile billing concern. On August 4, 2025,Ms. ****** purchased an Apple iPhone 16 Pro Max and paid the applicable taxes and fees under our 24-month device payment plan (DPP) program. A second *** briefly appeared on Ms. ******* billing ledger as an immediate charge. However,this was a system-generated placeholder. No taxes or fees were deducted, and Ms. ****** was never charged for this amount.
  
  Upon further review, we confirmed that a second device order was not successfully entered into our system due to an agent error. As a result, the device was not processed or shipped as anticipated. While the initial charge appeared in the billing system, no funds were collected for the second device. Ms. ****** made a payment on August 4, 2025 for the May 2, 2025 billing cycle invoice, which was applied correctly. During our conversation, a courtesy credit was applied to the August 2, 2025 billing cycle invoice. 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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:08/09/2025

  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.

  I PURCHASED A ******* GALAXY S25 ULTRA FROM XFINITY IN STORE ON 7/19/2025. THEY DID NOT HAVE THE PHONE THAT I WANTED, SO IT WAS GOING TO BE SHIPPED TO MY HOUSE. ON 7/19/2025 I PAID THE DEPOSIT ON MY PHONE OF $138.66 (ORDER #*******************). ON 7/24/2025 ***** SHOWED UP TO MY HOME TO DELIVER THE PACKAGE THAT REQUESTED A SIGNATURE. MY HUSBAND WAS HOME TO SIGN FOR THE PACKAGE, AS HE WAS WALKING UP THE DRIVEWAY HE THOUGHT THE PACKAGE FELT A LITTLE LIGHT AND YELLED DOWN TO THE DRIVER WHO WAS WALKING DOWN THE DRIVEWAY, MY HUSBAND MET HIM AT THE END OF THE DRIVEWAY AND OPENED THE PACKAGE IN FRONT OF HIM, IT WAS AN EMPTY BOX, THERE WAS NO PHONE INSIDE (TRACKING #************). THE ***** DRIVER TOOK THE PACKAGE WITH HIM TO OPEN A CLAIM. AFTER SPEAKING WITH XFINITY TONS OF TIMES, I WAS TOLD THAT THEY WOULD HAVE A RESOLUTION BY 8/7/2025. I HAVE CALL LOGS TO SHOW THE AMOUNT OF TIMES I HAVE CALLED OVER THIS 2 WEEK PERIOD. NOT ONE PERSON HAS REACHED OUT FOR AN UPDATE, I ALWAYS HAVE TO CALL THEM AND SIT ON THE PHONE FOR HOURS. LAST NIGHT I WAS TOLD THAT THERE IS NO RESOLUTION, I CANNOT BE REFUNDED THE MONEY UNTIL THEY CLOSE THE **** (THEY HAVE NO DATE OR ANSWER YET) AND MY CURRENT PHONE BILL IS NOW REFLECTING A NEW PHONE THAT THEY WILL AUTO DEDUCT FROM MY BANK ACCOUNT, THAT I DONT EVEN HAVE. THEY TOLD ME THAT THERE IS NOTHING THAT THEY CAN DO UNTIL THIS IS RESOLVED THAT I AM GOING TO HAVE TO PAY MY BILL THAT SHOWS A PHONE, THAT ON THEIR END THEIR BACK TEAM IS THE ONLY ONES THAT CAN MAKE CHANGES LIKE THAT ON THE ACCOUNT. I TOLD THEM AT THIS POINT THEY ARE STEALING FROM ME, YOU CANT CHARGE SOMEONE FOR SOMETHING THAT THEY DONT HAVE AND THEY ARE REFUSING TO GIVE ME THE MONEY BACK THAT I HAVE ALREADY PAID TOWARDS THE NEW PHONE THAT IS MISSING.I HAVE BEEN LIED TO BY NUMEROUS EMPLOYEES. WAS TOLD 2 DAYS AGO TO CHECK THE TRACKING NUMBER THAT A NEW PHONE WAS SHIPPED. WAS GIVEN A FAKE TRACKING NUMBER AT ONE POINT.

  Customer Answer

  Date: 08/11/2025

  I received a call from someone at Xfinity today. She told me nobody has even been assigned to the ticket, so still no answers to give me. Told me that I should file a police report, I told her that I have spoken to a ton of people from Xfinity and not one person, even from the beginning, told me to file a police report. I was told by Xfinity that they were handling everything and filing a claim with *****. I explained to her that the new phone is reflecting on my bill that is due to pay next month and she said that anything I am charged for they will reimburse me for. I told her that was stealing, to charge me for something I do not have and I shouldn't have to fight to get my money back after having to deal with this issue for over 2 week now. The only reason she called was because I filed this report, no new information to give me.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ***********
  *******************************; 
  **********, FL 33914
  
                Case Number:                    23723375
              Date of Notice:             August 9, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ***********; an authorized user on ***** Ciancaglinis account, regarding ********************** service.
  
  On July 19, 2025, a ******* Galaxy S25 Ultra (256 GB) was ordered as a new device on the ********************** line ending in 2430. A payment was received at the time of purchase. However, tracking details show that the device was not properly delivered, and appears to have been lost in transit.
  
  On August 8, 2025, a credit was applied to the account, which was reflected on the same days invoice.
  
  On August 11, 2025, I spoke with **** *********** to explain the situation. At that time, **** *********** was informed that no additional charges for the device had been billed yet, as the first installment was not scheduled to post until August 28, 2025. That same day, an email was also sent to initiate a claim, regarding the lost device.
  
  By August 12, 2025, **** *********** was notified the claim had been approved and the account would be fully remediated. I explained that once the remediation process was complete, **** *********** would be able to place a new order. I also discussed with **** ***********, available options for reordering.
  
  **** *********** had been scheduled to trade in her previous device under a promotional offer, which provided monthly credits over a 24-month term. This promotion was set to expire on August 12, 2025. **** *********** was informed that once new promotional offers are confirmed, she would still need to complete the trade-in to retain the promotion. If the value of the new promotion differs, a one-time credit would be applied to make up for the difference.
  
  On August 15, 2025, **** *********** was advised that the account had been fully remediated, and all charges related to the original device had been removed.Additionally, the initial point-of-sale payment was returned to her financial institution following a dispute.
  
  **** *********** was then informed that she was eligible to place a new order and was provided with details about current promotions. **** *********** was advised; if she proceeds with a trade-in as intended, and meets all eligibility requirements, a one-time credit will be applied to the account to reconcile any difference between the original and new promotions.
  
  Later that day, on August 15, 2025, **** *********** purchased a new ******* Galaxy S25 Ultra (512 GB, Titanium Black) at a retail location for the same mobile line. This order was placed under the current trade-in promotion. **** *********** submitted a ******* Galaxy S23 Ultra (256 GB) as the trade-in device, once the device has been inspected and graded satisfactory, the line would qualify for monthly promotional credits over a 24-month period.
  
  Regarding the residential service, on August 15, 2025, a Comcast Regulatory Specialist spoke with **** ***********, regarding her service concern(s). On July 24, 2025, **** *********** received an empty box from ****** instead of the expected ******* Galaxy S25 Ultra. **** *********** promptly reported the issue at her local Xfinity store and was referred to ***** to file a complaint. Multiple follow-ups were made via chat, and a ticket was created to investigate the matter. On August 7, 2025, an agent confirmed that the shipment encountered a damage exception and was being returned to the shipper. **** *********** has not yet received the replacement device; and is currently awaiting guidance on how to proceed with placing a new order, once the system allows. As a courtesy,we processed a credit on August 15, 2025, on the residential account, which will reflect on her next billing statement dated August 23, 2025.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust that this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions

• Initial Complaint

  Date:08/09/2025

  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.

  This company has been the absolute worse company to deal with. They make it IMPOSSIBLE to cancel your service. I moved out of the area I had the service in. Naturally, you cannot cancel the service via just online you have to call them so they can try and convince you to stay with them. The new place I moved to does not have Xfinity in the area, so I wanted my service cancelled. The phone *** tried everything to get me to stay using them, despite me explaining several times the area I moved to does not offer the service. Finally after over an hour on the phone, which by the way you have to schedule a time for them to call you to cancel the service, you cant just get a call immediately and the options are 5-7 days out when you try to schedule the call( super convenient.) I was told by the phone *** I would get an email confirmation confirming the cancellation(never got it ) and a letter in the mail as well(never got that either.) I chatted in again the next day, to have 4 different chat ***s (they kept leaving the chat, I have screenshots of everything), tell me its cancelled and to follow the instructions online for returning my equipment. Asked for a cancellation confirmation email yet again, and the chat agent said thats a different department I cant do that after several other ***s saying they would send it(still have yet to receive the email by the way, its been over 3 days.) I told the *** I cannot go to an Xfinity store to return the equipment, since the new place I live in doesnt have a store around, so I asked for return labels sent to me email. You can guess what they said, ok we will send them to your email. Yeah I never received that, of course I didnt. Chatted in again the next day, ok I sent it, the email I got was an article on how to go to an Xfinity store to return the equipment. Everything has been a headache, unhelpful chat ***s, no care in the world for the customer besides making you keep the service. I demand a call from corporate.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *****
  
              , TN 37027
  
              Case Number:              23722960
              Date of Notice:             August 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 on August 2, 2025, a voluntary disconnection order was placed on the account. On August 8, 2025, the account was disconnected with an effective billing stop date of August 2, 2025. The account was disconnected prior to the expiration of the contractual agreement which caused a valid early termination fee to apply on August 8, 2025. The remaining balance for the service charges billed up to August 2, 2025 and the early termination fee was reflected on the August ****** billing statement.
  
  On August 19, 2025, a courtesy credit was applied to the account for the remaining balance. The account is disconnected and as no balance remains, no further billing statements will be generated.
  
  As per policy there are multiple ways a customer can go about voluntarily cancelling services such as using chat via the Xfinity app or website, calling 1-800-Xfinity, visiting a local service center or calling the customer service line. The ********************** website will provide details for these options.
  
  On August 19, 2025, I spoke with ***** ***** regarding the above information. At this time, equipment remains on the account.  To avoid having unreturned equipment charges applied to the account, I explained the Comcast equipment can be returned to an Xfinity Store of *** Store. A prepaid return label can also be obtained by vising ****************************************************************. 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 *************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/09/2025

  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.

  On June 15, 2025, I called Xfinity after a garbage truck knocked down internet lines to my home. The customer service representative told me the technician visit scheduled for June 16 would most likely be free. The technician who came also confirmed there would be no charge. At no point did anyone tell me I could be charged up to $100.On my August 3, 2025 bill, I was charged $145 $45 for internet service plus $100 for the technician visit. On August 5, I called to dispute the charge and was told the technician later marked the visit as billable because I could have fixed it myself. I strongly disagree and feel misled. During the call, the supervisor, ******, went silent mid-explanation, and I eventually had to hang up.On August 7, I spoke with a live chat agent who assured me the $100 would be credited within 24 hours and provided ticket ECM0015681872. The ticket was later marked closed, but no credit was applied to my account and I received no confirmation email.Additionally, about six months ago, a sales representative offered me a limited-time mobile plan with the assurance I could cancel anytime without penalty. I canceled, yet Xfinity continues to bill me for mobile service.I am requesting:A full reversal of the $100 technician fee charged on my August 3, 2025 bill.Written confirmation that the charge has been reversed.Assurance that no similar charges will be applied in the future without my prior consent.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       Zhenlie ***
              ***************************, Apartment #0
              ***************************
  
                  Case Number:                      23722957
              Date of Notice:             August 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Zhenlie *** regarding Xfinity service.
  
  On August 11, 2025, I spoke with Ms.*** regarding their Xfinity Mobile concerns. Our records indicate that on February 5, 2025, Ms. *** ordered an eSIM for a customer-owned device, an Apple iPhone 13 mini, IMEI ending in 1315.
  
  On April 3, 2025, a disconnection of service was completed on the Mobile account. Our records reflect that a refund was processed on April 3, 2025. On April 12, 2025, a billing statement was released for the March 12 April 11, 2025, billing cycle. Due to an error, Ms. *** was also billed for the February 12 March ******* billing statement that previously reflected as a refund processed on April 3, 2025, and completed on April 6, 2025.
  
  On May 2, 2025, the payment method on file was charged for the billing statement for March 12 April *******. On May 15, 2025, Ms. *** disputed the charge with her financial institution and the payment was returned to the bank. On May 26, 2025, the payment was returned to Xfinity Mobile, and then returned to ****************** institution on June 14, 2025.
  
  On May 16, 2025, the account was placed in collections. On June 16, 2025, the account was sent to an outside collection agency. On July 12, 2025, a late fee was assessed on the Mobile account.
  
  On August 11, 2025, a credit was applied to the Mobile account to bring the account to a zero balance. The collection agency was notified on August 11, 2025, and Ms. *** can expect to receive a confirmation ****** within 30 business days. On August 13, 2025, the payment method on file was removed from the Mobile account.
  
  Regarding the residential billing concerns, several attempts were made to contact the customer using all available methods; however, these attempts were unsuccessful. A review of the account confirmed that a service call was completed on June 16, 2025, during which a faulty aerial drop was replaced. On June 17, 2025, an in-home service visit fee was mistakenly applied to the account for this service call.
  
  As a result of the fee, a billing statement was issued on July 7, 2025, which included the additional charge. This amount reflected the fee plus a service charge covering the billing period from July 11, 2025, through August 10, 2025. Payment was due on August 2, 2025. Because the account was enrolled in Automatic Payments, the balance was automatically processed on the due date and applied to the account on August 3, 2025.
  
  On August 12, 2025, the in-home service visit fee was reversed, creating a credit balance. A refund was successfully issued on August 16, 2025, back to the last payment method on file.
  
  Additionally, on August *******, a credit was applied to the account to reverse a late fee that had been assessed on August 16, 2025. This adjustment resulted in a remaining balance,due by September 2, 2025. The billing events will be visible on the following billing statement dated September 7, 2025. 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 Executive Resolutions
  
  
  

• Initial Complaint

  Date:08/08/2025

  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.

  On August 6, 2025, I contacted Comcast about cancelling my internet service as I now have free internet included in my rent. I also have a TV service plan with Comcast that allows me to use my own cable box. Comcast refused to let me cancel my internet service unless I also changed my TV plan to purchase a cable box that I did not need and did not want because they claimed their system wouldn't allow me to cancel internet. This is nonsense as these two services are unrelated and one is not required for the other. The agent said just to get past the system issue, I could order one of their cable boxes and then when I go to the store to pick it up, I could just return it. This was not true. I went to the store on August 8, ******************************** they could not remove the cable box from my bill, they could only cancel my own equipment. I told them I did not want or need their box and I wasn't going to take it and they needed to remove it, but they refused. So, I am now stuck paying for a box I do not want, do not need, and, most importantly, I do not have. In addition, I also discovered that they are also now charging me a fee for using my own equipment that I own. This is not only a deceptive sales practice, but I believe it is actually illegal for them to charge me for their equipment that I do not have. If they want to charge me a small fee for connecting my own equipment, I'm not happy about it, but ok. However, I am not paying for equipment I do not need (my equipment works fine now), did not want, and do not have. I expect this to be fixed and I expect to be reimbursed for these equipment charges.

  Business Response

  Date: 08/28/2025

  
  August 28, 2025 
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************
  
  Re:******* ******
  *************************
  Unit 4416
  *********************
  
  Case Number:23722307
  Date of Notice:August 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 August 11, 2025, I spoke with Mr. ****** and confirmed he is currently subscribed to ****************** at retail rates, and 500 Mbps internet which includes a 60-month agreement. This package was effective July 13, 2025, and will expire on July 13, 2030, at which time, retail rates will apply. Additional services and modem are not included in the package price. 
  
  On August 21, 2025, I spoke with Mr. ****** regarding a service downgrade request. Our records indicate Mr. ******* account was downgraded to ********** only as requested effective August 21, 2025. 
  
  Regarding Mr. ******* credit request, Comcast records reflect that on August 15, 2025, a credit was applied to the account as a onetime courtesy.  This credit reflected on the August 9, 2025, billing statement. Our records indicate that a prorated credit was applied to the account for the repackage that occurred on August 21, 2025. This credit will reflect on the September 9, 2025, statement. 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,
  
  
  ******** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/08/2025

  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.

  Xfinity broken equipment is located on my property without authorization. I have owned this piece of land for 16 years. It was never developed, and somehow Xfinity equipment was placed on the property. I have since then built a house on this property and I need this broken equipment removed. So far I have not been able to get through customer service to get ********************** out here to remove their broken equipment from the exterior of my property. Which is a safety hazard to my familAgain, there is no previous sellers as this is new construction on land that Ive always owned.

  Business Response

  Date: 08/27/2025

  
  August 27,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      *** *****
              6011 White Birch Run
              Spring,TX 77386
  
              Case Number:              23722298
              Date of Notice:             August 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** regarding Xfinity service.
  
  Comcast attempts to contact the property owner prior to entering any backyard or private property. Irrespective of whether the contact is made or not, Comcast has the right to access the property in order to maintain its equipment. On August 18, 2025, a technical supervisor visited the property, adjusting the pedestal and advising Ms. ***** that the vault in question belongs to AT&T.
  
  On August 18, 2025, I contacted Ms. ***** and provided the information above. 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,
  
  
  ******** *.
  Executive Customer Relations