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:08/08/2025

  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.

  Xfinity has billed me for services I do not have.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *******
              ***************************************************
              ************, ** 37129
  
                Case Number:                    23719000
              Date of Notice:             August 8, 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 20, 2025, I spoke with Ms. ****** ******* regarding an early termination fee. Our records indicate that ********** was subscribed to a 24-month agreement for the Gigabit Internet package at a monthly promotional rate which began on December 19, 2024 and is expected to end on December 19, 2026. The approval for this package was received on December 19, 2024 via text message.
  
  We complied with a request made by Ms. ******* to end the 24-month agreement on July 18, 2025. The service was disconnected due to moving to a bulk address/account ending in 2778. As a result, the early termination fee applied to the account on July 28, 2025 is valid. The account was left with  a balance due. On August 8, 2025, an autopay payment posted to the account. On August 11, 2025, a credit was applied to account ending in 9161. On August 15, 2025, a refund was processed. Xfinity will send an email to the registered email address with directions to redeem the refund if applicable or send a prepaid card to the billing address on file within 10 business days. 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,
  
  
  ****** (****) G.
  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.

  I recently switched to Xfinity home internet. When setting up this plan the Xfinity representative was trying to sell me the Xfinity mobile plan as well. I had ******* mobile and still had outstanding debt for a phone on that plan. The Xfinity representative promised me that as long as I continued to make monthly payments on the phone only, ******* would be content and that he used to work for *******. Now ******* sent me to collections for the outstanding phone debt..

  Business Response

  Date: 08/18/2025

  
  August 18, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:***** ********
  ********************
  ***********
  
  Case Number:23718937
  Date of Notice:August 8, 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 15, 2025, a Bring Your Own Device order was placed for apple iPhone 14 Pro, 256 GB Space Black. 
  
  On August 11, 2025, I spoke with Mr. ******** and informed him that, due to system limitations, we are unable to review the call to verify the details of his conversation with the Xfinity specialist that took place on May 15, 2025. I also clarified that Xfinity is unable to take any action regarding the status of his account with his previous service provider being sent to collections, as it is the customer's responsibility to adhere to the terms and guidelines set by their provider to remain in good standing. 
  
  Mr. ********** Xfinity Mobile account is not in collections or affects his credit report. Mr. ******** was referred back to his previous service provider.
  
  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,
  
  
  Desire S.
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:08/08/2025

  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 signed up for Comcast service. The quality was insufficient, and so I canceled at the time of installation. The tech took the equipment and thetemporary line from the street to the house. I began receiving text messages stating they were coming out to mark utilities is to bury the fiber. contacted Comcast twice to inform them. I canceled the service. Return the equipment and not to mark the utilities. They did so anyway. I contacted them again Yet. They still sent a technician out while I was out of town and buried a cable from the street to the house. And doing sothey cut my invisible pet fence and two locations and did not repair it. They also removed a valve box cover, which damage to my lawnmower. have provided them with the receipts and photos for the equivalent of roughly $300 and for over a month have been going back-and-forth between Comcast and their third-partycontractor. They have denied my claim for damage because I would not allow them to come back to the property and dig up the yard once more to verify where they cut the pet fence fence. Their third-party contractor *** has not provided any assistance as well. Ive sent a letter to Comcast and Ive been working with somebody from their escalations team and we have not been able to resolve the problem. At this point, Comcast simply needs to cut me a check for the per the receipts I have provided for the repair work for the damage they caused.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  Better Business Bureau
  ********************************************************************************
  **********************
  
  Re:       ****** ********
              ***********************************************
              ******,VA 24551
  
              Case Number:                      23718821
              Date of Notice:             August 8,2025
  
  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. ******** regarding his damage claim concerns. On August 15, 2025, a damage claims coordinator from Comcast's business partner, *** Communications,contacted Mr. ******** to discuss the claim. They informed him that they would reimburse both invoices for the invisible pet fence and lawn mower. *********** agreed to this and signed the *** Damage Release of Claims on the same day.
  
  Additionally, on August *******, Mr. ******** confirmed via email that he had signed the release of liability from *** Communications' damage claims coordinator.
  
  The damage claim coordinator from *** Communications will maintain communication with Mr. ******** concerning the status of the reimbursement check. 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: 08/19/2025

  [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:08/08/2025

  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 issue stems from when I originally signed up for Xfinity service. A technician came to install coaxial cable in my apartment. As he was leaving, he handed me a device labeled as a Flex Tech box. I asked what it was and expressed that I didnt want it. I even tried to give it back, but he told me it was mine, he couldn't take it back, and that there would be no charge for it. I was assured it was ********* forward to now, Ive been charged $120 for unreturned equipment. The serial number listed in the bill matches the Flex Tech box I never used, never wanted, and was told I wouldnt be charged for.When I called to cancel my service, no one informed me that I needed to return this equipment. I even asked if there was anything else I needed to do beyond providing my forwarding address. I was told: Nope, you just need to provide an address and your service will be canceled.If returning the device was required, I should have been clearly informedeither when it was given to me or when I canceled the service. This lack of transparency feels deceptive and epitomizes the experience of being an Xfinity customer for the last four years, during which time I experienced a myriad of other issues.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:****** *****
  ********************************************************************************************
  
  Case Number:23717607
  Date of Notice:August 8, 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 8, 2025, I spoke with Mr. ***** regarding an unreturned equipment charge, which was issued on July 16, 2025. Our records confirm that the equipment in question, which was issued on the installation date of July 8, 2021, belongs to Comcast. Mr. ***** was provided with equipment return options. On August 12, 2025, I spoke with Mr. ***** to discuss the return of the equipment. During our discussion, Mr. ***** requested a return label to be mailed to him, which was completed on August 12, 2025. However, the label was inadvertently sent to his previous address. A separate label was sent to Mr. ****** new address on August 20, 2025, and was delivered on August 23, 2025.
  
  I have attempted additional contact with Mr. ***** but have been unsuccessful. A final balance remains on the account. Mr. ***** is encouraged to return the equipment or to contact us to satisfy the balance. 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: 09/01/2025

  It took several more hours of communication with Comcast/Xfinity to get it resolved, but eventually they sent me a shipping label so I could return the equipment. I've mailed the equipment back to them so it should hopefully be resolved finally.

• 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 May 5th 2025 I purchase 2 IPhone 16 pro max on the Xfinity layaway plan. I had already had internet services and a phone line belonging to my wife through Xfinity. We got the phones on a promotion where each was 400$ off via a monthly billing credit for 24 months and 1 phone line free for a year if you switch to Xfinity while already having cell service with them. The phone were delivered on May 7th and on May 8/9 we called Xfinity customer service because we had issues switching over my wifes e-sim. The agent we spoke to was rude and dismissive to my wife and eventually after having the agent ignore us while humming on her end my wife exchanged words with her and hung up. (We have a recording of the call).On Saturday May 10 we recieved and email to say that a number change was requested for my line and eventually both lines were cancelled, we did not initiate a cancellation online nor via customer service. We also recieved a text message to rate our conversation with an agent on the same day the lines were cancelled.We immediately went to the Xfinity store where after 3 hours in the store the lines were restored and our original phone numbers were reinstated.However the promotional discounts were not added back to our account . We were advised that it had to be done via a distrust manger because if the amount and he would reach out to us. It was not done and we were charge a bill that was over 60$ higher than what our monthly bill was suppose to be which was an estimated 135-139$ monthly . We went in store again and spoke to a different agent who agent assured us the bill would be taken care of, it was not and we were again charge the inflated price the next month. After 2 more trips to the store we spoke to the store manager on June 28 who assured us the bill would be taken care of he also confirmed that the it was the employee who cancelled our line. My wife reach out on 07/07 & 07/19 to inform the manger that the bill was not fixed .

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  *********************
  
  Re:         ***** *******
                *********************************************************************************************
  
                    Case Number:                                             23718189
                Date of Notice:                               August 8, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your agency by ***** *******.
  
  Regarding the device promotion; on May 4, 2025, ***** ******* purchased two iPhone 16 Pro Max devices. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion; customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier, within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ***** ******* satisfied the promotional requirements and is receiving the promotion as intended.
  
  Additionally at that time;Xfinity Mobile offered a promotion through which new Xfinity Mobile customers could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line, when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers must maintain the Buy One Get One (BOGO)lines on Unlimited or higher to receive the second line of Unlimited free. The new lines must be activated within 30 days of the order to receive the discount.
  
  ***** ******* satisfied the promotional requirements, but the promotion did not reflect on the account. On May 10, 2025, the mobile number ending in 1707 was changed to a new number and subsequently disconnected. However, the line was reestablished and reverted back to the original number ending in 1707 on the same day. As a result of the temporary deactivation, the service promotion associated with the line was forfeited. Additionally, the device promotion did not appear on the May or June 2025 invoices for the mobile line ending in 1707. The device promotion now reflects correctly on both applicable lines, as intended. On July 19, 2025,credits totaling $68.18 were applied to the account, impacting the invoice issued on that date. On August 8, 2025, a credit equal to the value of the promotion was applied to the account, in lieu of the promotion.
  
  On August 8, 2025, a Xfinity Mobile Specialist spoke with **** *******, who is authorized on the account, and explained the above information. Should you have any questions, please feel free to 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.

  I have no television service at all since August 7th and Ma the Xfinity Representative indicated that it would be working in 2 - 4 hours am looking for compensation and Xfinity should be fined for lying to there customers.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ******
              ********************************************************************
              **************, IL 60805
  
                  Case Number:                      23718066
              Date of Notice:             August 8, 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 10, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the TV box. On August 13, 2025, I corresponded with Ms. ****** via email and verified that services are working correctly. The signal levels are within required specification.
  
  On August 13, 2025, I applied a credit for the service issues. This credit will reflect on the August *******, 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 a 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.

  I have chatted MULTIPLE times with different agents When I noticed my bill was much higher than it should be. I then called and asked the representative to run to see if there were more promotions to get my Xfinity bill lower for my Internet usage. The Representative came back and told me they found a plan which is $70 and he placed me in that plan and he told me my bill for August 8 would be $70. I told him I kept seeing on my end that the bill was $115. I never received any emails with the new amount except that the order was processing. For three weeks, now a month I have continuously chatted with agents to make sure that that bill Was removed for 115 and was being charged $70. Now the bill has come out and my account was charged $115 despite the Many representative who told me that the bill would only be $70. Even one representative told me that the bill would be about $23. I said that does not reflect on my Acct nor am I receiving the emails that you are sending. The representative proceeded to tell me that she is going to send in a ticket to make sure that I see it reflected on my my bill. None of that has happened. So now my account has been charged $115 even though I contacted them the day that **** came out and a whole month later Im being told something different. Also, when I got Xfinity, it was told that I would have peacock added on as a part of the Incentive for having that Internet and now Im being told that I only get peacock for two years false advertisement and lies. Every single time its time my renewal or my promotions are up. I am having to file a dispute with a Better Business Bureau and it is insane that I have to keep doing this

  Customer Answer

  Date: 08/12/2025

  A Comcast ***resentative reached out to me, however he provided me no resolution. Just pretty much explaining what the last customer service *** said. Offering no credit offering, no reimbursement, offering nothing but sympathy for the lack of knowledge that the prior ***s had. I also put in for a credit which I got a rejection saying that they would not Refund my money. Which is very disturbing because I have contacted them nonstop for a month in regards to that charge and it putting me in a situation so where I could not afford that $115 so therefore me having to find my account put me in a hardship so due to customer retention if they do not satisfy my needs with a credit, I will leave the company. Because this is unacceptable. 

  Customer Answer

  Date: 08/12/2025

  A Comcast ***resentative reached out to me, however he provided me no resolution. Just pretty much explaining what the last customer service *** said. Offering no credit offering, no reimbursement, offering nothing but sympathy for the lack of knowledge that the prior ***s had. I also put in for a credit which I got a rejection saying that they would not Refund my money. Which is very disturbing because I have contacted them nonstop for a month in regards to that charge and it putting me in a situation so where I could not afford that $115 so therefore me having to find my account put me in a hardship so due to customer retention if they do not satisfy my needs with a credit, I will leave the company. Because this is unacceptable. 

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ********
  ***********************************;
  Unit 100 
  ********************************
  
  Case Number:23718007
  Date of Notice:August 8, 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 8, 2025, I spoke with ****** ******** and explained that on July 14, 2025, a bill was generated covering the Gigabit Internet and xFi Complete from July 18, 2025, to August 17, 2025. On July 16, 2025, approval was received by text for a 12-month 1 Gigabit Internet with a gateway promotion that is effective from July 17, 2025, to July 17, 2026 (causing a prorated credit that shows on the August 14, 2025, bill).
  
  The package is eligible to receive a monthly discount if paperless billing and autopay with a bank account are active on the account. We are unable to justify a refund as the account is active with a billable monthly service. 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,
  
  
  ****** (****) G.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/08/2025

  Type:Customer Service 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 just wrote a DETAILED message and in true Xfinity fashion oops, something went wrong right as I was about to post.i have screenshots and transcripts of all the chats confirming that a tech visit would be free, then when the $100 charge landed on my account I have multiple screenshots of multiple **** telling me the fee has been waived. i was also told that I would be getting two free xpods (have that in a screenshot and transcript bc I dont trust this company one bit). Said it would take 10 days for them to be delivered. Its been 14 days. Was told on 8/3/25 theyd be delivered 8/4/25. Its 8/7/25 and still nothing. Chat got disconnected right when they were confirming my phone number and email for the tracking number. Called customer service. *** said she saw the $100 charge, couldnt remove it, cant credit my account. so chat **** (multiple) said it was waived and I would not be charged. Talk to a *** on the phone and I am absolutely being charged. Was transferred to a supervisor and supervisor said sorry they told you that and I cant remove it. I wont. And refused to credit my account. Im marching into the store tomorrow and having them either handle this or cancel my service bc this company is absolute TRASH. Their service is trash, their customer service **** lie and gaslight constantly, and NOTHING is done swiftly. Each call with them takes at least 2hrs. Todays chats took 3hrs. I have all of the screenshots and official transcripts that were downloaded through the Xfinity chat and can send/provide them as needed.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* *******
           *******, IL 60640
  
           Case Number: 23717915
           Date of Notice: August 8, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******* regarding Xfinity service.
  
  On August 18, 2025, I spoke with Ms. ******* with regards to her billing-related concern. I provided Ms. ******* with a document outlining the Xfinity xFi Complete Whole Home WiFi Evaluation, explaining that this document outlines the proper process and protocol for receiving Xfinity WiFi Extenders under the xFi Complete program. I clarified that this information should have been communicated earlier in the experience. Additionally, I explained that this evaluation typically takes 14 days and should have been explained earlier in the process to set proper expectations. 
  
  On August 18, 2025, Ms. ******* provided email consent approving a one-time charge for a Xfinity WiFi Extender and a one-time getting started kit delivery fee. I explained that once the work order is completed, both charges will be waived due to the overall experience and the expectations that were previously set. I also informed Ms. ******* that I would email the tracking number once it becomes available.
  
  Based on the expectations set during the July 16, 2025 interaction, the in home service visit fee was removed. A credit was applied to the account on August 12, 2025, and will be reflected on the September 1, 2025, billing statement. 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
  

  Customer Answer

  Date: 08/28/2025

  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. ******* was determined to remedy the situation for me. Our schedules did not align for a few days but she continued to contact me and let me know that my issue and I were still on her radar. *THAT* is the kind of caring and support that I expect from Comcast Xfinity. The interaction with ******* specifically made me want to keep my service. Prior to that, I was willing to leave Xfinity and deal with the headache of a budget **** company just so that I wouldnt have to deal with Xfinity. ******* went above and beyond and for the first time in 5 years, I felt confident that my frustrations were being heard and handled appropriately.
  
  Regards,
  
  ******* *******
  
  

• 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 8/7/25 I called Xfinity to request a change to my service because I was physically unable to change it via their website. I simply wanted the cable portion of service removed. However it took over an hour on the phone with various agents, constantly putting me on hold, and even attempting to hang up on me for 'not responding' despite me almost yelling at the phone. After much arguing and fighting to get to the simple plan i wanted the agent hung up on me right as i was confirming my desire to proceed with the account changes. This is a clear predatory tactic to prevent their members from reducing their service. It is important that people and regulators know that they are using these unethical business tactics against elderly patrons.

  Business Response

  Date: 08/27/2025

  
  August 27, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ******
              ***********************************
              ********, WA 98008
  
                Case Number:                    23717795
              Date of Notice:             August 8, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********** *************** Xfinity service.
  
  On August 7, 2025, Mr. ****** and his son spoke with a customer service representative because they were unable to remove cable service online. They wanted to explore new packaging options to reduce the monthly cost of their service. The customer service representative explained to Mr. ****** and his son that they are enrolled in a legacy package that provides the most value for the money. The representative explained that if he removed the legacy package, it could not be added back to the account. The representative presented Mr. ****** with new packaging options.The telephone call was disconnected while the customer service representative explained the new packaging options, and no changes were made to the account.
  
  On August 11, 2025, I spoke with ********* and confirmed he is currently subscribed to the * 1 Premier Pro Plus Triple Play (includes: Preferred with More Sports and Entertainment Package, MGM Plus, Max, Hitz, Paramount Plus with Showtime, TMC, ************************ Gigabit internet service, and Xfinity ***** at the standard monthly price. Additional services include three TV Boxes,Netflix, and complimentary Peacock Premium that expires on June 24, 2026, at which time the standard monthly rate will apply. Mr. ****** utilizes his own modem for his internet and Xfinity ***** services. I explained to Mr. ****** that he is currently enrolled in a legacy triple-play package that is built as one package. That is the reason why he was unable to remove part of this package online.
  
  On August 15, 2025, I offered to apply two 12-month discounts to the account to reduce his monthly bill for one year, and he declined my offer. Mr. ****** did not want to make any changes to his service at this time. Mr. ****** requested that I send him a couple of options for the internet and Xfinity voice service.
  
  On August 18, 2025, I sent Mr. ****** an email that included two new promotional offers.
  
  On August 26, 2025, ********* replied to my email confirming that he accepted my offer to apply two monthly discounts to the account to reduce the cost of his service for one year. Mr. ****** also requested that I stop the billing for ******* on his Comcast billing statement.
  
  On August 27, 2025, I applied two 12-month discounts to Mr. ******* account to reduce the monthly cost for one year. The 12-month discounts are effective beginning on August *******, and will expire on August 26, 2026. I also stopped the billing for ******* on Mr. ******* account, and will be removed effective September 10, 2025. 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 Executive Customer Relations
  

• Initial Complaint

  Date:08/07/2025

  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.

  I am filing this complaint regarding deceptive sales practices and unresolved billing issues with ************************* March/April 2025, I contacted Xfinity to lower my bill while keeping internet and home security. The agent promised a reduced rate and a free iPad. In April, when I called about a home security issue, I was told my service had been canceled without my knowledge. Thats when I realized I had been misled.On 07/14/2025, I canceled service, believing my account only included ********************, TV, and home security. On 07/20/2025, while returning five pieces of equipment at the *********** store, staff informed me I had an active Xfinity Mobile account with charges for a free iPad I never knowingly accepted. I had already been charged $30.42 and $67.04. I was told to visit the ********** corporate store to return the iPad, but they told me to call customer service.On 07/21/2025, customer service told me to return the iPad in-store. On 07/23/2025, both stores refused to accept it since it wasnt purchased there. On 07/24/2025, I made three calls totaling over three hours with no resolution. Later that day, a *** promised to cancel the mobile plan, send a return shipping label within 48 hours, and refund $*********** is 08/07/2025, and I still havent received the label. I was also notified I will be charged $3.49 for taxes, supposedly the final charge, though Im unsure. Im on the phone againover two hoursand told a label cant be sent because the account is closed. As a consumer, I had no way of knowing canceling the mobile plan before receiving a label would cause this. Thats on Xfinity. It feels like a tactic to trap customers into paying for unwanted services.This is more than poor service; its deceptive and unfair. I acted in good faith, but Xfinity is making it unnecessarily difficult. I dont want credit; I want a refund and release from a device I never agreed to pay for.Please investigate and help resolve this matter.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** ***
  , ********
  
  Case Number:23717778
  Date of Notice:August 8, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** ***.
  
  Regarding the Apple iPad promotion, on March 31, 2025, ***** *** purchased an Apple iPad. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ***** *** satisfied the promotional requirements and was receiving the promotion as intended. However, on July 21, 2025, ***** *** disconnected the tablet line, causing the promotional offer to be void.
  
  Regarding the Xfinity Mobile account billing, on April 7, 2025, the Xfinity Mobile account was automatically activated per Xfinity Mobiles activation process, which is disclosed within the terms of service. This caused the Xfinity Mobile account charges to accrue during the billing period of April 7, 2025 through May 6, 2025, captured on the May 7, 2025 invoice. All Xfinity Mobile accounts are set on automatic payment by default. This means we will automatically charge the customer card on file every month for the full amount owed on their bill. On May 27, 2025, the payment for the May 7, 2025 invoice was drafted. The balance for the June 7, 2025 invoice was drafted on June 27, 2025. On August 7, 2025, the payments drafted on May 27, 2025, and June 27, 2025, were refunded to the payment method on file, as a courtesy. The funds were expected to be received within five to seven business days from the date of submission.
  
  On August 13, 2025, an Xfinity Mobile Executive Resolutions Specialist spoke with ***** *** and explained the above information. We explained that the Xfinity Mobile order fully disclosed the $250.00 off the Apple iPad purchase, and that the return request could not be completed on the account as the purchase was outside of the 14-day return window. As a courtesy, we applied a one-time credit to the Xfinity Mobile account in the amount of the Xfinity Mobile order payment drafted on March 31, 2025, and submitted a refund request. 
  
  On August 13, 2025, Xfinity Mobile sent ***** *** a courtesy return shipping label for the Apple iPad and confirmed the return must be completed within 20 days of receiving the return shipping label. We explained that the remaining device payment plan charges would be credited once the device is returned to the Xfinity Mobile return warehouse and passes the warehouse inspection. In the event the device does not pass inspection, it will be sent back to ***** ***, and the remaining charges would be billed to the Xfinity Mobile account. The account was disconnected on July 21, 2025. As of August 13, 2025, all captured payments to date were refunded. 
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
   
   
  ******* *. 
  Xfinity Mobile Regulatory Specialist 
  ****************************-2801