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 Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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

• Initial Complaint

  Date: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.

  1. Home Security ******************* Scheduling Issue (Beginning 7/13/2025)On July 13, 2025, my home security camera stopped working. I contacted customer support, and a technician appointment was scheduled for Tuesday, July 22, between 2:00 PM and 4:00 PM. However, the appointment was incorrectly scheduled for 10:00 AM12:00 PM.I called Comcast on three separate occasions before and on the day of the appointment to report the scheduling error. Each time, I was assured the time had been corrected. Despite these reassurances, the technician arrived during the incorrect time window, causing a major **************** wasnt until two weeks later that a supervisor finally reached out and resolved the camera issue.2. Unauthorized Billing and Refund Discrepancy (Beginning 8/3/2025)On August 3, 2025, $379.99 was withdrawn from my ******* account, just one week after I had already made a manual payment of $182.99. I was informed that my account had been switched to automatic billing, which I never authorized in my six years as a customer.When I contacted support, I was told a refund had been requested and would be processed within 24 hours. After no refund appeared, I called again and was told that information was incorrect and it would take 34 business days. On a third call, I was informed that no refund request had ever been submitteddespite being given a reference number (************) by previous representatives.Additionally, I was told that autopay was activated during the technician appointment setup, but I did not authorize this. The unauthorized charge caused financial hardship, including difficulty paying rent.Requested Actions:Immediate refund of $379.99 to my ******* account This matter has caused considerable stress and inconvenience. I expect it to be resolved promptly and handled with the urgency it deserves. Please confirm receipt of this message and provide a written update as soon as possible.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  
  Re:       *** ********
              *****************
              ********, MA 02302
  
  
                Case Number:                    23717228
              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, and August 11, 2025, I spoke with Mr. ******** regarding a payment concern. Our records indicate that on July 13, 2025, Mr. ******** made a partial payment to his Comcast account.
  
  On July 16, 2025, when accepting a professional installation for Xfinity ********************** *********** enrolled in automatic payment with his bank account information which was on file. On August 2, 2025, automatic payment drafted for the balance due on the account. On August 5, 2025, Mr. ******** unenrolled from automatic payment.
  
  On August 1, 2025, I confirmed with Mr. ******** that as the payment made on August 5, 2025, was for valid outstanding service charges, the request for the payment to be refunded is respectfully denied.
  
  On August 11, 2025, a courtesy credit was applied to the account and is reflected in the August *******, ******** statement.
  
  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:08/07/2025

  Type:Sales and Advertising 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 got a text that work was going to be done in my area today and I might lose service. I got another text today stating the work wasnt going to be done today. Then I got another text saying the work will be completed tomorrow. Ive been without internet all day. Its taken for forever to speak to someone and she didnt help me. She was extremely hard to understand at times and communicate with. I asked to be transferred to someone else and she transferred me to a Spanish person only. They then transferred me somewhere that said theres no one to talk to me today. The lady did schedule a service call but after we got off the phone she canceled the service call and made changes to my account because I got several emails that my account information had been changed. My email and phone number have been removed. Im extremely frustrated and upset with the horrible customer service.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Better Business Bureau
  *******************************************************************************************
  
  Re:       ****** ******
              ********************
              *********, PA 17552
  
                  Case Number:                      ********
              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.
  
  Our records confirm that on August 7, 2025 and August 8, 2025, there were service outages in Mr. ******* area due to planned maintenance activity. On those dates, the maintenance activities were completed, and services were restored.
  
  On August 9, 2025, a service visit was completed during which time the technician advised Mr. ****** that their Netgear router was not communicating with their customer-owned modem and reset the network to resolve the service issues. On August 10, 2025,a valid in-home service visit fee was applied to the account due to the service issue being the result of customer owned equipment.
  
  On August 13, 2025, I spoke with Mr. ****** and confirmed service is working normally. An internal review of the signal levels to the residence confirms they are within Comcast specifications.
  
  On August 8, 2025, a courtesy credit was applied to the account. On August *******, a credit was applied to the account for the service-related issues. The credits reflected on the August 11, 2025 billing statement.
  
  On August 13, 2025, a courtesy credit was applied to the account for the in-home service visit fee. The credit will reflect on the September 11, 2025 billing 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 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:08/07/2025

  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.

  Xfinity controls the firmware for modems that they approve for use. the Nighthawk CM 2000 is such one. I pay for 1300mb download speeds but due to a firmware glitch that they control, it only works at ~630mb. This issue is only controllable on their end. No one can fix it besides xfinity. for 2 years and 8 months I have paid for a service they only provide half of. They are refusing to refund. for this well documented problem.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  Better Business Bureau
  ****************************************************************************************
   
  Re:  *********************************       1640 ******** Court
          ******, OR 97402 
  
          File Number:      23716901
          Date of Notice:   August 8, 2025
  
  Dear *** or Madam: 
  
  This letter is in response to the above-referenced complaint submitted to your office by Mr. ****** ******.

  Comcast does not throttle or otherwise interfere with traffic delivered over its Xfinity Internet service; all data transmitted over Xfinity Internet service is delivered on a best efforts basis, regardless of the source or destination of the traffic. There are a number of factors that could be affecting Mr. ******* Internet download speeds, including the speed at which the edge provider sending the content transmits, the use of simultaneous download streams in the household, degraded Wi-Fi signal quality due to the physical position and range of Mr. ******* wireless router, and congestion on Comcasts or other networks. 
  

  On August 18, 2025, a Comcast ***************** Assurance technician contacted Mr. ****** to advise him of the aforementioned information, but Mr. ****** disconnected the call.  The technician attempted to contact back, including via email, and left a message providing his contact information so that Mr. ****** can contact him with any further questions or concerns.
  Upon receipt of Mr. ****** complaint, Comcasts record reflect that Mr. ****** has scheduled a disconnect of internet effective August 8, 2025. We are unable to trouble shoot due to the account being closed. A Comcast technician would need to visit Mr. ******* residence to further investigate his Internet service concern. 
  
  With respect to Mr. ******* refund and billing-related concerns, Mr. ****** has scheduled a disconnect of the account effective August 8 2025, with a stop billing date for August 7, 2025.  Our records indicate that a bill was generated on May 28, 2025, for services from June 3, to July 2, 2025, with a balance on the account. On June 19, 2025, a payment was made, bringing a zero balance to the account. A bill was generated on June 28, 2025, for services from July 3, to August 2, 2025, with a balance on the account. On July 19, 2025, a payment was made, bringing a zero balance to the account.   
  
  A bill was generated on July 28, 2025, for services from August 3, to September 2, 2025, with a balance on the account. On August 8, 2025, a disconnect of the account with a stop billing date for August 7, 2025, was completed. A prorate adjustment was applied on August 8, 2025, leaving a balance on the account. On August 19, 2025, a payment was received, bring a zero balance to the account.
  
  Please be advised the billing on this account was accurate at that time. As a result, the refund request is unjustified and has been respectfully denied. 
  
  On August 8, 2025, an Executive Customer Relations representative spoke to Mr. ****** and addressed his billing refund concerns.  The representative apologized for any inconvenienced overall experience that may have been caused while attempting to resolve this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  

  
  

• 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 had canceled my Xfinity subscription since I was moving to a location Xfinity was not in and I returned my equipment to the store on ****** before the equipment was due. I had gotten charged for the storm equipment which was $197 so I called and they said they would be able to refund my money. I kept calling and ended up talking to 3 different agents about my refund, each one saying they would remove the charge and I would get refunded. After about a month I disputed the charge but now I am being sent to collections for $221 since I disputed the charge. I have went back in person twice and talked with 2 different agents online both saying they would resolve the issue and remove the charge yet I am still being charged. This has been an ongoing issue since the end of may and I would like these charges removed since I was not told when i returned the equipment they didnt accept the storm equipment. I specially asked the agent in person when i returned my equipment if everything was fine with my equipment or if I needed to do anything else and he reassured me that everything was fine. When in reality everything was not fine. I have included multiple screenshots of my messages between multiple Xfinity agents each one saying my issue would be solved but it has yet to be solved.

  Business Response

  Date: 08/21/2025

  
  August 21, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:                       Case Number:                      23716841
              Date of Notice:             August 8, 2025
  
  
              ********** *********
              ****************
              **********, ** 95835
  
  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 confirmed she was subscribed to a 12-month agreement for the Connect More Internet package, which includes: Connect More Internet. Additional services and modem are not included in the package price. This package was effective August 7, 2024, and would have expired on August 6, 2025, at which time, retail rates would have been applied.The account also receives a monthly self-service discount with enrollment in both automatic payments and paperless billing. Should either self-service option be removed the discount will no longer apply.
  
  Account records indicate that on August 7, 2024, Ms. ********* purchased the Storm Ready Wifi device. The Storm Ready Wifi device was divided into 36 monthly installments beginning on the August 7, 2024, billing statement. Please be advised that the Storm Ready Wifi equipment is a purchase not a rental, it cannot be returned for a refund after our 30-day money back guarantee. There is no record that the Storm Ready Wifi device was returned.
  
  On May 6, 2025, a representative spoke with Ms. ********* and scheduled a disconnection of service effective May 12, 2025, as requested. As a result, the remaining Storm Ready Wifi installments appeared on the final billing statement. On May 28, 2025, an electronic payment was made, however, on July 17, 2025, the payment was returned to their financial institution. On July 17, 2025, a return check fee was applied to the account. Our records indicate there is an existing balance on the account.
  
  On August 8, 2025, I spoke with Ms. ********* regarding a billing-related concern. On August 8, 2025, I applied a credit to the account as a one-time courtesy for the remaining balance of the Storm Ready Wifi as well as the return check fee that was applied to the account on July 17, 2025. This credit will reflect on the August 22, 2025, billing statement.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Elite Customer Experience
  

• Initial Complaint

  Date:08/07/2025

  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.

  I m a current customer with ********************/********************** I was called on 8/5/2025 and told if I wanted to get a payment arrangement to get my services reinstated I could. I was offered an installment plan of 500 dollars down and the remainder to be paid by 8/15/2025 of ******. I paid my services reinstated and the next day off. They reinstated again and off again today. I called in and was told they cant honor the plan because Ive broken numerous other plans. They hustled me out of my last 500 in attempts to collect my money. Very unprofessional.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ****** *****
               ******************************************
              ******, TX 77396
  
              Case Number:                      23716733
  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 ********  regarding a billing concern. Our records indicate that Mr. ***** has had an ongoing past due balance, which caused the service to be interrupted effective August 5, 2025. Subsequently, on the same day Mr. ***** made a partial payment toward the past due balance and the service was restored. During the discussion, Mr. ***** was offered a payment arrangement, but
  due to an office error, the payment arrangement was not processed as requested, and service was disconnected on August 6, 2025.
  
  On August 8, 2025, the service was restored, and the account was extended through August 18, 2025, to accommodate the original payment arrangement. Unfortunately, the service was suspended again on August 18, 2025, when the arrangement was not fulfilled. On August 19, 2025, Mr. ***** submitted a partial payment to the account, and the service was restored as a courtesy. However, Mr. ***** still has an outstanding balance and is encouraged to establish a payment arrangement to avoid suspension on August 22, 2025.
  
  In addition, our records indicate that on May 8, 2025, Mr. ***** entered a 12-month installment repayment plan. The arrangement consists of 12 monthly payments beginning with May 10, 2025, billing ************ lieu of the payment arrangement, an additional credit adjustment was applied to the account on May 8, 2025, to remove the past due balance with the understanding that the customer will fulfil the agreed upon repayment plan. The credits are reflected on May 10, 2025, billing statement. On August 13, 2025, a credit was applied to the account as a courtesy, and will be reflected on the September 10, 2025,billing statement. I apologized for any inconvenience that may have been caused 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,
  ****** *.
  Executive Customer Relations
  
  
  
  

• Initial Complaint

  Date:08/07/2025

  Type:Customer Service 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 signed up for service in January of this year for $75 a month and my bill has never been $75 and also whenever I call in to update the bill, no one can help me. Ive called Xfinity every month since January about my bill. They are even making me sign up for other things likephone service in order to talk to someone just so that the person that answers wont help me. What a waste of time and money. Xfinity is fraudulent marketing.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ******
  
              , MA 01109
  
              Case Number:                      23716565
              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 13, 2025, I spoke with ********* regarding her concerns. A review of our records indicates Ms. ****** was enrolled into a 12-month agreement for the Fast Internet on January 23, 2025. The agreement was effective January 23, 2025,to January 23, 2026. The contract discount was effective beginning on January 26, 2025, and would have expired on January 25, 2027. On January 26, 2027, the account would have transitioned to the third-year promotional rate effective through January 25, 2028, at which time retail rate would have applied. The package does not include additional services, equipment or applicable taxes and fees which are subject to change. Additional services included a leased modem.
  
  On January 28, 2025, a billing statement was generated for the service period beginning on January *******, and ending on February 25, 2025. This amount included a balance transfer from a disconnected account at Ms. ****** previous address.
  
  On May 18, 2025, Ms. ****** upgraded her service to the Super-Fast Internet service effective May 21, 2025.The package does not include additional services, equipment or applicable taxes and fees which are subject to change. Additional services included the leased modem.
  
  On August 1, 2025, Ms. ****** was enrolled into the Internet Essential at the retail rate. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  During our conversation, I provided Ms. ****** with the current balance on the account for the service period ending on August 31, 2025. I also sent the last eight months of billing statements to Ms. ****** via email.
  
  On August 12, 2025, as a courtesy, a credit was applied to the account for the late fees, as well as for four reactivation fees. The credit will reflect on the August 24, 2025, billing statement. 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

• Initial Complaint

  Date:08/07/2025

  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 submitting this formal complaint regarding a past Xfinity Mobile account. This account was closed on January 7, 2025. Xfinity Mobile Account #: ********** Phone Number on Account: ************ On January 14, 2025, I made two payments to Xfinity Mobile totaling $179.33:$90.64 paid via phone with a customer service representative during my service transfer to *******. $88.69 debited from my checking account on the same day At the time of the $90.64 phone payment, I was advised by the Xfinity agent that this was my final bill and no further balance owed. I was unaware of the second $88.69 deduction until later, but I honored it. These records show I have overpaid. I do not owe. I was told by two of Xfinity representatives on two different occasions informed me that I would receive an email stating the account balance was zero and closed. I never received the emails. I have spent the last 3 t0 4 weeks attempting to solve this matter with ***************************** a collection agency, Xfinity Mobile Billing. and Xfinity/Comcast *********** to no avail. All agencies have been provided proof that I paid the account and do not owe $147. On 8/6/2025, an Xfinity Representative, informed me that Xfinity **************** says the matter will not be resolved until August 19, 2025. This is an urgent matter. I would like a call from their **************** and Credence to acknowledge that I owe no balance payment to Xfinity. Meanwhile, I'm in contract to purchase a family home this delay is impacting my closing and jeopardize my ******* Money Deposit.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *****
              ***********************
              **********, LA 71119
  
              Case Number:              23716446
              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 ****** *****.
  
  On January 15, 2025, ****** ***** voluntarily disconnected Xfinity Mobile service. At that time, the account had a past-due balance from the December 9, 2024, invoice and a current balance from the January 9, 2025, invoice. On January 14, 2025, a payment equal to the December 9, 2024, invoice was received, leaving a balance remaining for the January 9, 2025 invoice. There is no record of a second payment received on January 14, 2025.
  
  On February 9, 2025, an invoice was generated and reflected an unpaid balance from the January 9, 2025,invoice and a prorated amount due for the January 9 to February 8, 2025,billing cycle. No payment was received. Subsequently, a late fee was billed to the account on March 9, 2025, and the outstanding balance was referred to a collection agency on May 2, 2025.
  
  On August 12, 2025, I spoke with Ms. ***** and explained the above information. The billing on the account is accurate and valid. Proof of payment is required for further assistance with this matter. As a courtesy, a partial credit was applied to the account on August 18, 2025.
  
  Should you have any questions or need additional information, please contact me at *******************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:08/07/2025

  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.

  Trying to have a drop line buried. 4 contractors have shown and left. Last attempt, contractor had his supervisor call and he yelled at me and hung up. He refused to give is name but his number is ************. Called Comcast customer service and asked for a supervisor. **************** hung up on me. Meanwhile I have an orange cable running up the sidewalk (hazard for walkers) and nobody at Comcast willing to help. I need someone at Comcast corporate offices to call me and resolve this issue.

  Business Response

  Date: 08/18/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* ******
  
  Macclenny, FL 32063
  
                  Case Number:                      23716349
              Date of Notice:             August 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 August 8, 2025, I spoke with *** ****** regarding a service concern. On August 9, 2025, our construction team visited the location and completed a driveway bore and buried the lines in question. I attempted to follow up with *** ******,but my attempt was unsuccessful. On August 12, 2025, I left a voicemail for ********* providing the resolution and my contact information. 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: 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:08/07/2025

  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.

  Xfinity, more specifically xfinity mobile purposely prevents you from accessing/using your transfer pin and holds your number hostage if you want to switch carriers. I believe this is illegal/unconscionable. Here's how it works, you go on the xfinity website and select get a transfer pin, then you click your number in a dropdown menu, they will text that number the transfer pin so you can call your new service provider and have your number transferred. Here's the thing, if you stop paying for it because you're switching carriers which obviously you'll do when switching, they dont let you switch your number to a new carrier. The first barrier is that you cannot receive the text with the transfer pin because your service is off. Okay, so they say you can call xfinity and get it. If you try, they keep you on the phone and act like they're contacting backend support and they tell you to wait and wait for it and take you around the ringer and never give it to you. Others have had similar complaints. They say go to an xfinity store. If you go there, they give you one, HOWEVER, it's either a lie, or they actively prevent it from working. When I got it from the store, my new carrier said that for some reason xfinity was not allowing them to use the new pin, they said it required some kind of authentication or wasn't active, which xfinity makes no mention of and doesn't let you resolve. Finally, the only way I could finally get the transfer pin to work is after ******************** illegally charged my credit card the bill for the service which I explicitly told them not to do multiple times, they did it anyway. As soon as they did, I could get a new transfer pin and it worked immediately with no problems. So, they hold your number hostage, make it as difficult as possible, charge you without consent, and only THEN can you switch carriers. They try to force the extra payment out of you. There's no way that this is legal and they have to be stopped from doing this again. I cant afford it

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
  
              , IL 60538
  
               Case Number:                23716173
               Date of Notice:               August 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity Mobile service.
  
  I made several attempts to contact Mr. ****** via telephone and email. Although I was unable to reach him,a full review of the account was completed. Records confirm that on May *******, Mr. ****** ordered an Apple iPhone XR with an ************** Plan and Xfinity Mobile Care, and at that time paid applicable taxes and fees toward a 24-month Device Payment Plan (DPP).
  
  Mr. Wilsons billing cycle runs from the 17th through the 16th of each month. Per our review, the June ******* invoice, which covered the May 17, 2025 June 16, 2025 billing cycle,came due and went unpaid. The July 17, 2025 invoice, covering the June 17, 2025 July 16, 2025 billing cycle also came due. A payment for both invoices was received on August 6, 2025. However, on August 11, 2025, the payment was backed out and the amount due was reapplied to the account.
  
  As Mr. ****** did not remit payment for the invoice covering the May 17, 2025 June 16, 2025 billing cycle,his service was suspended on July 23, 2025, due to non-payment. Payments with Xfinity Mobile are made via auto payment as per terms of our agreement, and payment information is input by each customer upon account set up.  All charges on the account are valid, and his request for compensation or refund is respectfully denied. 
  
  Regarding the port-out ************************** supports all valid transfer requests, also known as port-outs,even when a customer has a past-due balance or suspended service. To complete the port-out process, customers must securely authenticate their account by signing in with their Xfinity ID and password on the Xfinity Website/App. After authentication, they can request a One-Time Passcode (OTP) to finalize and receive the security PIN via text message. If a customer is unable to obtain the PIN through the ********************** app or websitefor example, if the account is suspendedthey must visit a Xfinity Retail Store to validate their identity and complete the request.
  
  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:08/07/2025

  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.

  Dear Better Business Bureau,I am filing this complaint regarding Xfinity Mobiles failure to honor its own device unlock policy.I have been a customer of ********************** since approximately 2017. The phone in question was purchased through Xfinity in 2020 and paid off in full in 2022. At the time the device was paid off, my account had no outstanding balance. I remained with Xfinity until I discontinued service in 2025. The balance that now appears on my account was created after the device was paid offspecifically in 2025.Despite fulfilling all of Xfinitys stated requirements for unlocking a device, ********************** has refused to unlock my phone. According to their published policy:"If you need to unlock your Xfinity Mobile phone so it can be used with another wireless carrier, no problem. In most cases, your phone will be unlocked automatically within up to 48 hours of being paid off."The unlock policy also includes the following conditions:At least 60 days must pass since the phone was activated;The Xfinity Mobile account must not have a past-due balance;The phone must not be reported lost, stolen, or involved in fraudulent activity.I met all of these requirements at the time the device was paid off in 2022. There was no past-due balance, and the phone has never been reported lost, stolen, or associated with fraudulent activity. Based on this, the device should have been unlocked automatically, as their policy outlines.Before contacting the BBB, I also filed a complaint with the Federal Communications Commission (FCC). As a result, I was contacted by a representative named ******, who has not been much help.Please see the attached correspondence from Mr. ****** for your reference.Xfinity is failing to uphold its stated unlock policy, and I believe this is both deceptive and unfair. I am requesting the BBBs assistance in resolving this matter and ensuring that Xfinity is held accountable.Thank you for your time and attention.Sincerely,

  Business Response

  Date: 08/15/2025

  August 15, 2025                                                                       
  
  BBB of ******************* & ********************
  *****************************************************************************
  ************, ** 19103
  
  Re:       Asia Hunter
  ***********************************
  Apartment 1419
  *********************
  
  File Number:             23716093
  Date of Notice:             August 14, 2025                              
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by Asia ******.
  
  I made several attempts to contact Asia Hunter via email and phone; however, I was unable to reach her. While I could not speak with Asia ****** a thorough investigation was completed on the account.
  
  Regarding the unlock request for the iPhone 11 Pro;purchased on March 4, 2020, to qualify for an unlock, customers must meet three requirements. The account must be in good standing, the device has to be paid in full, and the device must remain on the account for at least 60 days. Asia ****** meets the last two requirements.
  
  However, Asia ****** currently has an outstanding balance. The past due balance stems from unpaid bills issues on July 9, 2024, August 9, 2024, and September 9, 2024. All three bills had services used. The balance on Asia Hunters account is valid. Once the past due amount is paid in full,the device can be unlocked.
  
  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 a resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions