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, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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:08/18/2025

  Type:Delivery 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.

  XFinity representatives and Supervisors are offering plans, pricing packages and promotions that they can not deliver on. They are looking for high ratings so they can move up the company. I have been promised call backs and email confirmations about past conversations with agent supervisors and nothing has been done about my problem. A specific supervisor apparently can not be found in the XFinity employee database so I can email him important files regarding my problem. XFinity is improperly training their call agents and supervisors; they are promising customers with deals they can not honor.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ****
              **************
              ************, ** 15066
  
                Case Number:                    23764454
              Date of Notice:             August 19, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** ****, regarding Xfinity service.
  
  On August 20, 2025, I spoke with ***** ****. I confirmed; ***** **** is currently subscribed to the Signature + More package at everyday pricing, which includes Limited Basic, Expanded Basic (Kids & Family, Entertainment,Sports & News), Digital Preferred Tier, MGM+, HD, ******* Standard HD Plan and ************ Gigabit Plus Internet, and Xfinity Voice Unlimited. Additional services and equipment are not included in the package price. This package was effective August 29, 2020.
  
  On July 25, 2025, a loyalty discount was applied to ***** Lanes account. This loyalty discount is good for 12 months, and will expire on July 24, 2026.
  
  On August 20, 2025, I applied a courtesy credit on bill.  This credit is reflected on ***** Lanes August 24, 2025, billing statement. 
  
  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,
  
  
  ******* *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 08/27/2025

  [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,
  
  ***** D. ****
  
  

• Initial Complaint

  Date:08/18/2025

  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 canceled my home internet service the beginning of June of this year. It took three separate calls to both cancel my account and to verify it was closed. The phone calls were very pushy as to why I was shifting to ******* home internet. Xfinity costumer service could then could match the offer I was getting with *******. The customer service from ********************** on the first two attempts were very aggressive and confrontational on why I need to cancel my account. The account verification that it was closed came in on June 4th. I promptly returned Xfinitys modem and was told I would have a final bill for the remaining days of the month. I received the notice and paid the remaining balance of $65.32 on June 14th. The last interaction or notifications from Xfinity until today.I received a text message today, August 18th notifying me that my account has been sent to a collection agency ( ******************************* ). I promptly called Xfinity to be told there is an early cancelation fee if I cancel my service after the 3rd of the month. Regardless of me having there internet since 2016 at my residence. My complaint isnt the fact I feel as though additional fees after the fact and my interactions while trying to cancel my account was predatory at best. My issue is the lack of notification or communications that I had an additional fees after I settled and closed my account. Oddly enough, Xfinity still had my credit card I used for automatic payment saved and was able to pay the additional $110 I magically owed. I was fortunate that I was not on deployment at this time as I feel my credit would have taken a hit from a secretive and predatory practice.

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** *****
  ******************************
  **********************
  
  Case Number:23762091
  Date of Notice:August 18, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ***** regarding Comcast Business Service.
  
  Comcast offers promotions that require term agreements with an Early Termination Fee (ETF). After the first 30 days of new service installation, if a customer disconnects all ********************** services for any reason (even moves to a non-Comcast market) during the term of the agreement, they will incur the Early Termination Fee based on the remaining term of the agreement. The *** decreases every month the customer keeps the service.
  
  Our records indicate Mr. ***** subscribed to a 12-month agreement with a 24-month promotion for the Gigabit Extra internet package at a monthly promotional rate and a 24-month promotion for the xFi Complete package at a promotional rate. The agreement was effective April 16, 2025 until April  16, 2026. Both promotions began on April 16, 2025, and were expected to end on April 22, 2027. Mr. ***** also subscribed to ********* at a retail rate effective April 16, 2025. Additional services, equipment, taxes, and fees were not included in the package price. The price was reduced by a multi-product discount and a monthly discount for enrolling in paperless billing and automatic payments using a credit or debit card. 
  
  On June 3, 2025, Mr. ***** chatted and spoke with agents regarding a disconnection of service concern. An agent scheduled a disconnection of service effective June 7, 2025, as requested. 
  
  On June 7, 2025, the account finalized and the final billing statement generated reflecting a balance forward and prorated credits for charges previously billed for the June 7, 2025 to July 7, 2025 service period, leaving a balance remaining to clear the account. The modem was returned on June 7, 2025, and removed from the account.
  
  Since the 12-month agreement was cancelled with the disconnecton effective June 7, 2025, a valid ETF was applied to the account on June 8, 2025, and reflected on the July 7, 2025 billing statement.
  
  On June 14, 2025, a payment was received for the balance reflected on the June 7, 2025 billing statement, leaving a final remaining balance for the **** On July 8, 2025, the account was unenrolled from automatic payments.
  
  Due to the balance remaining on the account, bills generated on July 7, 2025 and August 7, 2025, and were sent to the address on file reflecting the balance to clear the account. 
  
  Since the balance was not satisfied, on August 8, 2025, the account was charged-off and forwarded to collections to recover the debt. On August 16, 2025, the account was referred to ****************** LP to collect the debt. On August 18, 2025, a payment was received that cleared the balance owed on the account.
  
  On August 19, 2025, I spoke with Mr. ***** regarding the concern and explained the above information. I apologized 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: 08/29/2025

  
  
  Better Business Bureau:
  

  I have reviewed the reply from Xfinity/Comcast. After speaking to the company representatives on August 18th and the following call concerning my BBB complaint, the issue seemed to be with their system. Once my account was closed the early termination fee was generated after June 7th and without explicitly saying so from the representative, their system never sent any bills or notifications out due to the account status. 

  The explanation for the early termination fee given to you was also different from what I was told. The understanding on my part there was an extra fee charged if I canceled an account after the 3rd of the month and there is a particular window starting on the 29th of the month you can cancel without the system generating another bill. 

  Regardless of the reasons why there is another fee charged, It seems that there is no accountability on Xfinity/Comcast part in accepting there was never a bill, email, text, or other notifications sent. I have retained all my existing communications with Xfinity/Comcast concerting payment or amounts due and I have reviewed and can  confirm they never sent. 

  I spoke to a representative from ****** & ****** (collection service)  today to verify my account was paid to **********************/Comcast and no credit notifications was sent which was my main concern. 

  Oddly enough I did receive two sales calls this Monday from Xfinity/Comcast to reconnect. I can say I plan on never using their services again. Especially having service with them at this address for nine years. 

  I appreciate the opportunity through The BBB to express my concerns about this interaction. Although I dont expect any change or true acknowledgement from Xfinity/Comcast, I hope this might add to some data capture for future issues.  

  Very Respectfully, 
  
  **** *****
  

  
  

• Initial Complaint

  Date:08/18/2025

  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.

  Comcast Xfinity has been my internet service provider for nearly 10 years. They have been price gouging me for internet service for the entirety of that time, charging me over $100 a month JUST FOR INTERNET SERVICE. In the last couple of years, my bill has been $130 a month. I kept Xfinity as my provider because whenever I tried to switch to a different company, I couldn't find a carrier who would service my address. Recently I found one and tried to negotiate a fairer rate before making the switch. Instead, they erroneously signed me up for their mobile service, which I would never have authorized because I already have a mobile cell provider. When I called to sort this out, I was able to speak to an actual human being, and in at least two separate conversations with two different people, made it clear that I did not want mobile service and refused the service and charges. They told me explicitly the service would be canceled and that I would not be charged. That was on June 30th, 2025. However, I continued to receive texts and emails indicating that this service, which again I never ordered, was still active. I ignored these texts and emails. On August 15, 2025 I noticed a pending transaction from Xfinity Mobile on my bank statement, a transaction that I never authorized in the amount of $15.80. I realize this is a nominal amount but I've already been price gouged for a decade by Comcast Xfinity for my internet service so I am filing this complaint. I have now had to cancel my debit card so that Comcast Xfinity can no longer withdraw funds and have officially found a new service provider. If nothing else, Comcast Xfinity should be held accountable for deceitful and corrupt business practices. Please help.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** ******
              *********************
              ************* ** 19143
  
              Case Number:                      23756639
              Date of Notice:             August 18, 2025
  
  Dear Sir/Madam:
  
  This ****** 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. Although I was unable to reach Mr. ******* a review was completed on the account.
  
  Our records indicate on June 23, 2025, service was initiated with Xfinity Mobile with an order for a ******** ************ IMEI ending in 0918. On July 7, 2025, a return was processed for the ******** device. On July 10, 2025, the device was received at our warehouse and graded as A-stock with no trouble found and the device reflects ceased.
  
  On July 15, 2025, a refund was processed back to the payment method on file. The normal timeframe to receive the refund is 1 to 3 business days, depending on the financial institution. Xfinity Mobile records reflect that the refund was completed on July 18, 2025.
  
  On August 18, 2025, a refund was processed back to the payment method on file. The normal timeframe to receive the refund is 1 to 3 business days, depending on the financial institution. Xfinity Mobile records reflect the refund completed on August 21,2025.
  
  On August 18, 2025, an Executive Customer Relations representative spoke with ********* and addressed his high billing rate concerns. Our records indicate that the pervious Performance Internet package, with Blast speed tier upgrade, was charged at the retail rate.
  
  Our records indicate that Mr. ****** subscribed to the Fast Internet package, at a promotional rate. *********** services included Fast Internet, and a modem rental fee. The package was effective June 23, 2025, through July 6, 2027, at which time retail rate would apply. Mr. ****** has scheduled a disconnection of service effective August 19, 2025, as requested. 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,
  
  
  ******* *.
  XM Executive Resolutions

• Initial Complaint

  Date:08/18/2025

  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.

  Complaint Against Xfinity (Comcast) Unresolved Internet Issues For over 2 years my Xfinity internet in Speedway, IN has suffered constant signal drops, making my phone, TV, Roku, and laptop stall. Despite many calls and scheduled visits, most appointments are canceled without a technician arriving. One tech confirmed the line signal was erratic and said it was a main line problem needing replacement. A higher-level visit was scheduled but canceled. The app always says network health looks great, which is false.I am paying full price for service I cannot reliably use. I request:Billing credits until service is fixed.Written explanation of what steps are being taken to correct the line issue.This has been acknowledged by Xfinitys own staff yet not resolved. I ask BBBs help to hold Xfinity accountable.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:***** Gill 
  *************************************;
  Speedway, IN 46224 
  
  
  Case Number:23760590
  Date of Notice:August 18, 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 18, 2025, I spoke with Mr. **** regarding a service concern. Our records indicate that a service visit was already scheduled for August 21, 2025. On August 19, 2025, the service visit was rescheduled for August 20, 2025. On August 20, 2025, a service visit was completed during which the technician replaced the ground block. During the service visit, the technician confirmed that the signal levels were within specifications, and no signal ingress was observed. The technician tested the internet speeds at the tap, ground block, and Internet equipment and confirmed that Mr. **** was receiving the advertised speeds. The technician was unable to replicate the intermittent internet concern reported by Mr. ************************** technician did identify a signal level concern for the node servicing the street for ********* residence and the concern was referred to the Maintenance team for review. On August 22, 2025, the Maintenance team advised that on August 21, 2025, a plant fault occurred for the node but did not affect ********* services. Our records show that the node was cut over to a new platform in 2024, and since 2024, there are no records showing that significant outages have occurred. On August 17, 2025, a brief outage was reported and resolved on the same day. I attempted to follow up with Mr. **** on August 25, 2025, but my attempt was unsuccessful. On August 25, 2025, a resolution email was sent to ************************************ 25, 2025, a courtesy credit was applied towards three months of service and will be reflected on the September 3, 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,
  
  
  
  
  Gay R.
  Executive Customer Relations 

• Initial Complaint

  Date:08/17/2025

  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 need to run service on my property I have a total of 9 acres. The main house is several acres from where the other building is located. I have had 5 techs come out to tell me they cant help me. I need a new access point installed on the road behind me. Every tech ticket put in is an error issue I need one for new service installed. I need someone that like a supervisor that can come look at the situation in person to put I the correct work order. Nobody can speak English when I call in the *** system is frustrating just to get a live person on the phone. This shouldnt be that hard to get service installed. The right hand doesnt know what the left hand is doing. I need someone with authority to help me get this solved!

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:******* ********
  ***************************;
  ****************************
  
  Case Number:23759349
  Date of Notice:August 18, 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 19, 2025, I spoke with ******* ******** regarding the concern. ******* ******** currently has active service at her home. However, ******* ******** wants to have service at homes on the property. This concern was referred to our Construction team on August 19, 2025. On August 19, 2025, a technical operations supervisor spoke with ******* ******** and advised that a plant extension is required for the three homes she is requesting to have service at on her property. 
  
  A ticket was submitted for this request. This process can take 60 to 90 days after decision regarding the plant extension is made by construction. On August 20, 2025, I followed up with ******* ******** to advise her of this information. I apologized 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:08/16/2025

  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 originally setup a payment plan with Xfinity but was unable to make payment due hospital hardship during the week. My serves were disconnected 8/9 and i was told i if was to make the minimum payment of 297 on wenesday i would have services restored by numerous supervisors. After making my payment on Wednesday of 300 Xfinity, Xfinity *** said my balance is now 217 more to restore service after i already made initial payment to restore service. Hosts go by i finally get in touch with a supervisor who reactivated my account after i turned in my equipment and picked my new equipment. My services were restored and then interrupted again and more they are say i me owe 834 to restore account. I was lied to and several different supervisors lied to me and still have not restored my service. I have had this account with ******************** for over 6 yrs

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *******
              ***************************************************
              ******** ********
  
                  Case Number:                      23757113
              Date of Notice:             August 17, 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 18, 2025, I spoke with Mr. ******* regarding his billing concerns. On August 9, 2025, ********** was determined to be ineligible for a new payment arrangement. ********** had previously entered a payment plan with a due date of August ******, requiring a payment, unfortunately, the arrangement was broken due to non-payment, and the amount is now past due.
  
  On August 9, 2025, ********** spoke to an Xfinity Supervisor who explained that he needed to pay what the past due balance was at that time. On the same day,  an order was created to disconnect the service.
  
  Later that morning, an Xfinity Supervisor documented a conversation with Mr. ******** during which he expressed his intention to cancel services because he was unable to make the required payment. Mr. ******* did not qualify for a payment arrangement.
  
  On July 13, 2025, the billing statement was generated, it included a past due balance from the June 13, 2025, billing statement. On August 9, 2025, an order was created to disconnect the account for nonpayment. On August 10, 2025, an early termination fee was applied to the account. On August 10, 2025, Mr. ******* was charged for three pieces of unreturned equipment. On August 10, 2025, the billing statement was generated, it included a past due balance from the July 13, 2025, billing statement. It included a prorated credit for the service from August 9, 2025,through September 9, 2025. It also included the installment plan payment 4 through 12.
  
  On August 13, 2025, a payment was applied to the account. On August 13, 2025, the three unreturned equipment charges that have been applied to the account on August 10, ********* reversed. On August 13, 2025, an order was created to restart the service,but the order was canceled on August 14, 2025. On August 13, 2025, an order was completed to restart the service, the order was completed on August 14, 2025.On August 14, 2025, the billing statement was generated, it included a past due balance from the August 10, 2025, billing statement. On August 15, 2025, the early termination was reversed because the account was restarted, it will reflect on the September 9, 2025, billing statement.
  
  On August 16, 2025, an order was created to disconnect the account for nonpayment for the past due balance, the order was completed on August 18, 2025.
  
  Mr. ******* currently has a balance on the account which includes a past due balance from 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/16/2025

  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 June 28th 2025 I went to ****** for 2 weeks with my sister and her husband. I have xfinity mobile unlimited data, so using roaming data in ****** is covered. I made sure to double check on the website to see what my coverage was and under my account on the ******************** website it says unlimited data plan for my coverage. Under xfinity unlimited data plan, data in ****** is fully covered. With no warning text or no email throughout the whole trip, once I got back home (********************), it showed that I was charged $8000 for my phone bill. This is an outrageous charge. We tried calling xfinity customer service and was on the phone with them for 5 hours with nothing to be resolved. Why would I have unlimited data service but be charged $8000 for 2 weeks in ****** for a phone bill. My phone number under my plan is **********. We have tried everything with all the mobile customer service ******************** has but no one has a solution.

  Business Response

  Date: 08/21/2025

  
  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** **
              *******************************************
              ********* , CA 94089
  
              Case Number:                      23756331
              Date of Notice:                      August 18, 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 19, 2025, I spoke with Mr. ** and educated him that he is not an authorized user on the account in question therefore contact with the account holder is deemed necessary to discuss this matter. On August 19, 2025, I spoke with the account holder ***** **, in which she provided permission to discuss the account details with Mr. ** on the line.
  
  Our records indicate that within the June 18-July 17, 2025, billing cycle the mobile line on the account labeled ****** with the mobile device number (***) ending 9428 was charged for international charges while visiting ******. Account records show the *** ending 9428 used ***** GB of data while traveling to ******. The account is currently on the fifth-generation pricing plan, in which does include unlimited talk and text while visiting ****** and ******, however only 5GB of data usage,not unlimited. On August 14, 2025, a courtesy credit was applied towards the international charge.
  
  On August 19, 2025, I educated ************** of the above information. I advised as a one-time courtesy, I will credit the remaining charge via credit. I set clear expectations with *** and Mr. ** that moving forward no additional credits will be applied for international charges as proper education has been provided for future travels. I apologized for any inconvenience that may 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,
  
  
  ****** *.
  XM Regulatory Specialist

• Initial Complaint

  Date:08/16/2025

  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.

  There is an exposed Comcast Xfinity cable running from my neighbors home across my back porch. My own cable line is properly buried, but my neighbors is not. This exposed line creates a dangerous trip hazard for my family, especially my children, and prevents my lawn care company from fully servicing my yard.I have contacted Comcast Xfinity multiple times by phone and chat to request that this cable be buried or otherwise corrected. Each time, I have been given the runaround and no resolution has been provided. The problem remains, and the cable continues to pose both a safety risk and an obstruction.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:******** *******
  
  , ********
  
  
  Case Number:23755498
  Date of Notice:August 16, 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, the cable line was successfully buried. On August 20, 2025, I spoke with ******** ******* (the primary account user) who confirmed the line in question was buried. 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
  **************
  
  

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:******** *******
  
  , ********
  
  
  Case Number:23755498
  Date of Notice:August 16, 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, the cable line was successfully buried. On August 20, 2025, I spoke with ******** ******* (the primary account user) who confirmed the line in question was buried. 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: 08/25/2025

  [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:08/15/2025

  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'm writing to file a complaint against Comcast/Xfinity regarding their deceptive billing and customer service practices.?For the past three years, I was an Xfinity customer. Initially, I was enrolled in a program for students and ********** families. Approximately a year into my service, Xfinity discontinued this program, raising my monthly internet rate to about $150. This increase made the service unaffordable for me.?Over several months, I repeatedly contacted Xfinity to lower my bill. On multiple occasions, representatives claimed they had applied a discount, but the following bill would always show the full, higher rate. This continued until my bill reached over $300, and my internet service was disconnected.?In July 2025 I called to restore my service. A representative explicitly told me that if I paid $50, my internet service would be reconnected, and I would be put on a payment plan for the remaining balance. Based on this promise, I paid the $50. The representative said I'd receive an email with the payment plan details, but I never got it.?When I called back, a different representative told me that my $50 payment wasn't part of a payment plan and that I had to pay the full balance of $350 to restore my service. This directly contradicted what I was told previously. Xfinity took my money under false pretenses. Had I known that the $50 payment would not restore my service or start a payment plan, I never would have made the payment.?Additionally, I have two lines with Xfinity Mobile, which used to cost $89 a month. Since my internet service was disconnected, my mobile bill has now increased to $105 a month because I no longer qualify for the discount. This is another example of Xfinity's predatory practices, where they exploit my loss of one service to raise the cost of another.?I am requesting an investigation into these dishonest practices and the false promises made by Xfinity representatives.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025                                                                       
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:       ****** *****-******
  *********************************************************************************************
  
  File Number:             23754710
  Date of Notice:             August 16, 2025                                 
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *****-******.
  
  I made several attempts to contact Ms. ***** via email and phone but I was unable to reach her. While I was not able reach ******** a thorough investigation was completed on the account. Ms. ***** currently has two lines with Xfinity Mobile. Both lines are under our unlimited plus data plan at $40 per line and two device payments that are under a 24-month promotional, plus taxes and fees. However, Xfinity Mobile requires that she maintain active at least one line of residential services active to avoid a $25 line access fee per line. As her residential services are currently inactive,she will be charged the fee every month.
  
  An Executive Customer Relations representative attempted to contact ****** ***** several times via telephone and email to discuss all concerns. While the attempts were unsuccessful, a review was completed on the account. Our records show before ****** *****' account was interrupted on June 10, 2025, for non-payment, the account was subscribed to 24-month contract promotion for Fast Internet at a promotional rate that was to be effective from April 9, 2025, through April 9, 2027. The 36-month promotional rate was to be effective from April 9, 2025, through April *******. The account also subscribed to Smart home. The promotional rate did not include any additional services, equipment rentals, or applicable taxes and fees. Due to ****** ***** making late payments, and the payments made were not for the total balance owed. This resulted in a monthly carryover balance, late fees, and a higher monthly.
  
  Please be advised ****** ***** was enrolled in the Affordable Connectivity Program (ACP) which was a ****************** Program that ended in June of 2024. We will need to speak with ****** ***** directly to address this or any other concerns. I apologize for any inconvenience experienced while a resolution was obtained.
  
  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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:08/15/2025

  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 purchase an iPhone on July 17 had very bad customer service experience from the so called manager and decided to return the phone the next day Saturday July 18. Phone was returned to same store and was told my refund of $303.86 will be processed in 3-5 business which turned into 10 days now its been a month. I have talked to customer service several times and been to the store twice they are rude treated me like c*** and still have not received my refund. I have contacted my bank and still in limbo. XFINITY STORE AT 9477 FM 1960 unit ******************** is a horrible place. They are fraud, they took my money and have the phone and refusing to issue my refund. So much lies from them, every time I call they say my refund is on the way and never came through. On August 6 I spike to agent ******** ******* and said she issued the refund and I will receive by August 8-10, and as usual no refund was issued. Today 8/16/25 the agent I spoke with name Will told me the his computer shows that the phone was not returned. When I told him I have recorded the phone calls and saved screenshots from the customer service several chats now he said his supervisor will call back in 48 hours. Just another lie to get off the phone because he know I was recording him. Ridiculous, such a shame xfinity comcast. I will load all the chats and recording

  Business Response

  Date: 08/22/2025

  August 22, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: A, *****
  
  , ********
  
  
  File Number:23754291
  Date of Notice:August 16, 2025                                 
       
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******.
  
  On August 22, 2025, I spoke with Ms. ****** regarding her return device concern. On July 17, 2025 Ms. ****** purchased an iPhone 16 Pro Max. A Return order was requested on July 18, 2025 and the device was received back on July 25, 2025. Due to unknown reasons the return was not processed. 
  
  As the device was returned in like-new condition. I processed a refund for the charges to her card on file on August 22, 2025. I also waived the upcoming device charge, including the activation fee, and insurance on the device as well as the remaining balance of the device. The credit applied to waive the device balance will apply towards the September 5, 2025 bill. I apologize for any inconvenience experienced while a resolution was obtained. 
  
  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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

  Customer Answer

  Date: 08/27/2025

  Xfinity representative called me and working on refund issue. He set up follow up in 5 days so I am still waiting