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.

  12 S Huron St Ypsilanti, MI 48197-5488

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  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

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  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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:08/06/2025

  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.

  I was canceling a service and not notified that I would immediately incur a fee for equipment and I has asked for a shipping label to be sent to me for the return of equipment. An email verifying my cancellation and shipping label was never receivrd. When I got an email stating the company pulled over 420 dollars from my account. When I called to check, they said that the money would not be taken from mt account. The following day, the money was withdrawn. This put my account negative $350 in the negative. I have said I am willing to pay for the equipment in increments, but I would not have cancelled the service if I knew I would be charged immediately, because I did not have it to spend. I have been told 3 times in messages and 2 times on the phone that I would be receiving my refund due to the financial hardship it has put me in. I can't pay all of my bills or shop for groceries because I am making up for a negative loss. I have talked to at least 10 people at Xfinity and no one will work with me. Im willing to pay for the equipment, but I need the lump sum back.

  Customer Answer

  Date: 08/09/2025

  I have been contacted by the company and they have helped me receive my money back and offered to work with me on a payment arrangement for any unresolved money owed.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************
  
  Re:       ******** *******
              **********************************
              ********, IN, 46350
  
              Case Number:                     23710277
              Date of Notice:             August 6, 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 7, 2025, I spoke with Ms. ******* regarding the concern. Our records confirm that the Xfinity Home Ultimate system was professionally installed on August 2, 2024, with the equipment charge being split into 24-month installments per Ms. ******** request. The Xfinity Home Ultimate system installment charges first posted to Ms. ******** August 3, 2024 bill statement.
  
  Ms.******** account was fully disconnected on July 18, 2025, at her request. Upon disconnection, Ms. ******* was billed fully for the remaining installments 13 through 24 towards the Xfinity Home Ultimate system. During our discussion on August 7, 2025, I explained to Ms. ******* that she no longer qualified for an Xfinity Home equipment return as she was outside the 30-day Money Back Guarantee as of September 2, 2024.
  
  Ms.******* requested a refund for an electronic funds payment that she made on July 24, 2025. Upon review, the payment that Ms. ******* made on July 24, 2025, satisfied the entire balance owed and resulted in a $0.00 balance. I advised Ms. *******  that she could contact her financial institution to see whether they could perform a payment reversal, but that no credits or refunds from Xfinity were justified,as the payment satisfied a balance that was owed and valid. 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,
  
  
  ******* *.
  XH Sr.Technician NETS
  

• Initial Complaint

  Date:08/06/2025

  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.

  Account is under ***** **** but I manage the payments etc on this accunt We have a repayment plan set up for ****** which we made 1 payment on however our latest bill is due of ****** and I had forgot to update the card today (2nd time) the payment failed and I have since updated the card however if i make a manual payment then it goes towards the repayment plan and customer service at this company is an utter joke they tell you to risk it, just make a payment and hope for the best we are not compfortable with this so we are needing help paying the ****** without our repayment plan being cancelled agents should know how to do this instead of telling a longtime customer to risk it and just make a payment or outright saying too bad just pay it all what kind of way is this to treat a customer? the agent needs to be retrained

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
              *****************************************************
  ****************
  
                  Case Number:      23709473
              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 ***** ****** authorized user on ***** Beans account regarding ********************** service.
  
  Comcast records indicate that a repayment plan was established on July 11, 2025, to address the outstanding balance.
  
  The invoice generated on July 13, 2025, reflected an updated balance with a due date of August 2, 2025. On July 31, 2025, a credit was applied to the account, and a payment was processed, both of which impacted the overall balance. A subsequent payment was made on August 9, 2025, which cleared the account in full.
  
  On August 15, 2025, I spoke with ***** ****** and reviewed the account activity detailed above. ***** confirmed that the issue had already been resolved, as the full balance had been paid.
  
  During our conversation, I explained the repayment plan process in case it is needed in the future. ***** also inquired about changing the due date. I informed him that while the due date itself cannot be changed, he may contact Xfinity Mobile prior to the due date to request a deferred payment. However, once the account becomes past due,a formal repayment plan would be required. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions

• Initial Complaint

  Date:08/06/2025

  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.

  To: Comcast/Xfinity From: Jamenique ***** Date: August 6, 2025 Re: Requesting a Credit for the $210 Early Term Fee I have been a loyal Comcast/Xfinity Customer for over 11 years (March 2014 present day). I was charged an Early Term Fee of $210 in October 2024. I would like that amount to be credited and the resulting collection on my credit report to be removed.I bought a house in October 2024 and connected new service at my new address, ***********************************************. About 1 week later, I disconnected service at my old address *******************************************. There was an overlap of about 1 week in service because I work from home and I count on having internet service.On my old address, I was the account holder. On my new address, my husband is the account holder and I am an authorized user. ********************* policies, from what customer service agents told me, resulted in my old account being charged an early term fee of $210 in October 2024 (I needed the overlap because I work from home) and the two accounts do not have the same main account holder. So, ********************* policies say that a 10-year loyal customer who still has ******************** a year later should be charged an early term fee.Comcast/Xfinity added a collection to my credit record. This dropped my credit score by over 100 points as I have no other collections on my credit record just Comcast/Xfinity.I do not understand why this early term fee has not already been waived. I am hereby requesting that my account be reviewed by a caring customer-focused ******************** representative and that the early term fee be waived and the collection be removed from my credit report.I cannot continue to do business with Comcast/Xfinity, given my favorable history with Comcast, should this credit be denied by Comcast/Xfinity. Have a great day.Signed, Jamenique ***** ***** Customer since March 2014

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************************************************************
  
  Re:      Jamenique Brown
              ***************************************
              ************************
  
              Case Number:                      23709042
              Date of Notice:             August 6, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Jamenique ***** regarding Xfinity service.
  
  On August 7, 2025, I spoke with Ms. ***** regarding her concerns. Our records indicate Ms. ***** was enrolled into a 24-month agreement for the *********** with the Gigabit Internet at a promotional rate which was effective June *******, through July 21, 2026. The offer was subject to a 24-month term agreement effective June 25, 2024, to June *******. The package did not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  We complied with a request made by Ms. ***** to end the 24-month agreement on October 19, 2024,with the billing stop date of October 10, 2024. As a result, the early termination fee applied to the account on October 20, 2024, was accurate.
  
  Ms.***** established a new service at the new address, the account number ending in 3256, on September 24, 2024. Ms. ***** explained that she needed to overlap until the move was complete and was not aware she would be penalized with an early termination fee which was reflected on the final statement dated October 20, 2024.
  
  The disconnection was effective past the 30-day cancellation period. On August 7, 2025, as a courtesy, a credit was applied to the account, resulting in a credit balance for which a refund is due. The credit will be refunded back to the last payment method on file. Additionally, Ms. ***** is advised she will receive an email regarding how to claim her refund.
  
  On August 14, 2025, a copy of the zero-balance ****** from the outside collection agency was mailed to Ms. ***** for her records. 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:08/06/2025

  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.

  Balance was paid. Proof of payment was submitted. Never received a response. Balance due was sent to collections. Cannot get a response from the business.

  Business Response

  Date: 08/20/2025

  August 20, 2025

  
   
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:***** *******
  ******************************************************************
  
  Case Number:23708657
  Date of Notice:August 6, 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 8, 2025, I spoke with ***** ******* regarding her billing-related concern. I confirmed we received her proof of payment, but the account number in whole was not shown. Ms. ******* provided me with the entire account number, and the information was sent to our finance team for further review. It was identified that the account in reference was an old account number, and the account number was no longer valid. While Ms. ******* showed proof of the transaction processing, a review was completed and does not show any funds received in that timeframe matching the amount. On August 11, 2025, we advised Ms. ******* she would need to speak with her bank to confirm the status of the funds.
  
  On August 13, 2025, I elected to credit the balance, crediting the account, leaving no balance due. The account was forwarded to collections to have it recalled and removed. I attempted to follow up with Ms. ******* on August 13, 2025, but was unsuccessful. A voicemail was left advising of the account credit and recall. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  .
  
  ***** *.
  Executive Customer Relations
  

  
  

• Initial Complaint

  Date:08/06/2025

  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.

  I am filing this complaint against Xfinity Mobile due to a serious and ongoing billing dispute related to a returned phone, along with extremely poor handling by their customer support team.Summary of Issue:In May 2025, I purchased two phones from Xfinity Mobile. One device (Apple iPhone 16 Plus, 128GB, White) didnt have enough storage, so I returned it per Xfinitys instructions and exchanged it for a higher-capacity model.I followed the return process exactly:An Xfinity store *** boxed the phone and provided a shipping label.I dropped the package off at ***.I have proof of shipment, tracking number (1Z9Y648F9075861784), and proof of delivery to Xfinitys warehouse on June 3, 2025, at 11:46 AM.Despite this, I was charged $995. After 12 weeks of disputes, Xfinity acknowledged the return and issued a refund.However, in the next billing cycle, I was charged $995 again for the same phone.Since then, over the past three weeks, Ive spent more than 15 hours ***eating myself to customer service ***s, resubmitting the same proof, and receiving contradictory answers. Ive provided:The tracking number Proof of delivery Photo evidence of the return *** receipts Screenshots of chats and acknowledgments Now they claim the device wasnt receivedeven though they already refunded me once, clearly confirming receipt. Ive been told conflicting stories, passed between agents, and treated like Im at fault for their failure to track their own inventory.This has caused severe frustration and financial strain. At one point, I couldnt even afford groceries due to this $995 error.Resolution Requested:A full refund of $995 Compensation of $400 for over 15 hours of lost time ***************** I wont be charged again A formal apology for their mishandling Ive exhausted all options with Xfinity and am now requesting the BBBs help to resolve this. They decline to ever keep any documentation on my issues, and I have to explain the issue each time.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ** *****
  ****************
  ******************************
  
  Case Number:                23708266
  Date of Notice:               August 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ** *****.
  
  On August 7, 2025 I spoke with ** ***** regarding the Xfinity Mobile billing concerns. Our records indicate on April 28, 2025 ** ***** established service purchasing an Apple iPhone 16 Plus (IMEI ending 1579) and an iPhone 16e (IMEI ending 8661). Both devices were activated on ** ****** account on May ****** with phone numbers ending in 5625 and 3720.  
  
  On May 6, 2025, an exchange order on ** ****** account to replace the 128 GB iPhone 16 Plus for another iPhone 16 Plus (IMEI ending 9021) with a higher internal storage capacity. The exchange device was delivered to ** ***** on May 9, ******************************************************************** 5625.
  
  The iPhone 16 Plus (IMEI ending 1579) had not been received in the warehouse. For this reason, on June 1, 2025 a one-time payment for the full balance of the device was processed with the card on file.
  
  On July 2, 2025 a refund of the full payment amount was applied back to the original payment method. A credit was not applied to the account to offset the refund, causing the amount of the payment to be charged back to the account. On July 21, 2025 and July 24, 2025 courtesy credits were applied toward the billing statement for service June 5, 2025 through July 4, 2025.
  
  On July 25, 2025 a payment was processed and again included charges for the device balance. On August 7, 2025 a billing adjustment credit was applied to the account to include charges associated with the device, as well as additional courtesy credit. The same day, a refund equal to the July 25, 2025 payment was processed back to the original payment method. My attempts to follow up with ** ***** to confirm receipt of the refund have been unsuccessful.
  
  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 resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Regulatory Specialist
  *********************************
  

  Customer Answer

  Date: 08/20/2025

  [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.  Refund was issued and credit was applied
  
  Regards,
  
  ** *****
  
  

• Initial Complaint

  Date:08/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity has charged me a no return equipment fee of $150 after several interactions of me explaining that the equipment existed in the apartment when I moved in so I did not borrow any equipment and therefore equipment was not needing to be returned. Initially they sent emails and made phone calls and each time I explained the situation even asked the customer service representative to note it in my file. I was assured there would be no charge each time. To fool proof this (Because by the third time of sharing the information with Xfinity I didnt trust their competence) I deactivated my auto pay. On 7/5/25 I received a notification that $150 was withdrawn for a no return equipment fee. Is this illegal at this point? Reactivating my autopay to withdrawal a bogus fee?! I closed my Xfinity account on 6/15/25. Spoke to a customer representative on three separate occasions about this no equipment return fee and they still charged me. How much longer will I have to endure this incompetence? Its almost like they are just hoping you get so tired of it that you let them steal your money.

  Business Response

  Date: 08/20/2025

  
  August 20,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       *****, *****
  
  ,CA 95860
  
                  Case Number:                      23707897
              Date of Notice:             August 6, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  I made several attempts to contact ***** ***** via telephone and email. Although I was unable to reach ***** *****, a review was completed on the account. Our records indicate a voluntary disconnection of service was entered on June 2, 2025 to be effective June 15, 2025 and successfully completed on June 25, 2025. This is reflected on the billing statement dated July 25, 2025 with charges for service billed up to June ******* and an unreturned equipment fee.
  
  Due to enrollment in automatic payments, on August 5, 2025 a payment was processed for the balance of the July 25, 2025 billing statement. We have no record of ***** ***** cancelling enrollment in automatic payments. The automatic payment enrollment remains active on the account.
  
  The same day, the equipment was removed from the account and the unreturned equipment fee reversed leaving a credit balance on the account. If ******************************* credit balance will be refunded back to the last payment method. If we are unable to refund back to the last payment method, ***** ***** will receive an email with options on how to claim the refund.
  
  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.
  
  Sincerely,
  
  
  ****** W
  Executive Customer Relations
  **************

• Initial Complaint

  Date:08/06/2025

  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 called to inquire about the new promotion buy 1 iphone get 1 free, the agent I spoke with on June 4 or 5th stated I would have to pay the phones off 1st then I could get the promotion, I told her 1 phone was stolen, (their policy says we cannot pay off stolen phones) still she proceeded and I went to get the new iphones the next day. I was not eligible because the new promotion was for only New customers. I feel she mislead me as I never wanted to pay off a stolen phone. I have since cancelled my service. I do not want to pay a deactivation fee for the stolen phone, and they should not promise something they will not deliver.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ******* ******
             8931 *************
             *****************
  
              Case Number:              23706815
              Date of Notice:             August 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* ******. ******* ****** is an authorized user on ****** Turners account.
  
  On February 10, 2024, ******* ****** purchased two ******* Galaxy A25s to be used under mobile lines 5710 and 8450, both under 24-month payment plans.
  
  Regarding the stolen ***************************** records are unable to confirm if a device was lost or stolen as a report was not made. If a device is lost or stolen, customers can suspend ********************** service for up to 14 days through the Xfinity Mobile account online or through the Xfinity app. Please note, while the line is suspended,billing for services and device payments will continue as scheduled. If the customer does not contact us to resume or cancel the suspended line within 14 days, service will resume automatically. Xfinity Mobile customers are responsible for the remaining device cost.
  
  Regarding the promotion, currently, Xfinity Mobile is not offering a promotion of Buy one iPhone, Get one Free. Xfinity Mobile is offering a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchase the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion. No recent orders were placed.
  
  On July 16, 2025, mobile lines 5710 and 8450 were ceased per ******* Turners request. At this time, the account is closed. ******* ****** remains responsible for any remaining charges. If ******* ****** would like to restart the service and review available promotions, she can reach out to our care team.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions
  ************** Extension *******

• Initial Complaint

  Date:08/06/2025

  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.

  My wifi has been hacked. There are a number of unknown devices that keep connecting to my internet. I have tried everything suggested including changing the password, changing the wifi name, resetting my wifi settings, turning in additional security features and a number of other things. Also, for about 2 weeks already my wifi has not been working properly. Some apps on my phone are not working at all (including the Xfinity app itself) and some websites. As a result, I have been forced to use my data and now I have no more data left on my plan for the month. I do not know if the interruption in my service is related to the fraudulent activity, but I would like all the issues to be addressed and resolved promptly. I have called technical support about 10 times now and they have been super unhelpful and have taken way too long on the phone. I pay $29.95 per month for my service and I have not been able to use the service for this past month so I am requesting from Xfinity to honor their service and respect their customers by removing the charge for this past month from my bill.

  Business Response

  Date: 08/25/2025

  August 25, 2025      
     
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
    Re: **** ******
  **************************
  ***********************
  
  
  Case Number:23706559
  Date of Notice:August 6, 2025
   
  To the Better Business Bureau:
  
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******.
  
  
  Regarding the possible Wi-Fi hacking concern, Comcast was unable to substantiate the concerns raised in Meir Bohbots complaint.
  
  
  We take our customers' security and privacy seriously and comply with all guidelines mandating the proper maintenance of information.   When Comcast's security teams identify a potential security risk to subscriber information, immediate action is taken to address the risk.  Per Comcast's Acceptable Use Policy for Xfinity Internet,   subscribers are responsible for securing and managing their personal devices and home network. 
  
  
  Customer ****************** investigated Meir Bohbots complaint and could not confirm any unauthorized third party accessing Meir Bohbots home network.
  
  
  On August 6, 2025, August 7, 2025 and August 8, 2025, an Comcast Customer ****************** technician called **** ****** to explain the above information.  Unfortunately, all contact attempts were unsuccessful.  The Comcast Customer ****************** technician left a message with direct contact information.  Contact with **** ****** is required for further assistance with this matter.
  
  
  Regarding the service-related concern, our records show on August 5, 2025, a credit was applied to the account for the ******************** service-related concerns for service dates July 10, 2025, through July 30, 2025. This credit will reflect on the September 4, 2025, billing statement. On August 8, 2025, **** ***** exchanged the Xfinity Gateway modem at a Xfinity retail store. However, there have been no recent scheduled or completed service visits to address any service-related concerns and there has been continued internet usage. An internal review of the signal levels to the residence confirms they are within Comcast specifications. 
  
  
  On August 6, 2025, August 8, 2025, August 11, 2025, and August 11, 2025, an ************************** representative called **** ****** to explain the above information.  Unfortunately, all contact attempts were unsuccessful. The ************************** representative left a message with direct contact information. Contact with **** ****** is required for further assistance with this matter.
  
  
  Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  
  Comcast Customer ******************
  **************                    
  
  

• Initial Complaint

  Date:08/05/2025

  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.

  Company: Xfinity (Comcast)Product/Service: Internet Service / Equipment Rental Nature of Complaint: Misleading advertising / plan change without consent ?Complaint:Im filing this complaint due to misleading communication and unauthorized changes to my internet plan by ************************* July 2025, I received a message from Xfinitys automated assistant offering me a new modem (Gateway) to replace my older one. The message clearly stated that the upgrade would be at no additional cost. Based on that statement, I accepted the new equipment and returned the previous one as instructed.Soon after, I noticed that my monthly bill increased from $35 to $50, and I was now being charged a rental fee for the new equipmentwhich contradicts the no additional cost claim. When I contacted Xfinity customer service, I was informed ******** had been moved to a completely different plan (without being notified).**** previous $35 plan no longer exists, and I cannot return to it.3.The rental fee for the new modem is part of this new plan.None of this was explained to me before accepting the equipment. Had I known that accepting the modem would remove me from my existing, lower-cost plan, I would have never accepted the change. Xfinitys offer was misleading and resulted in a forced plan upgrade disguised as an equipment ********** requesting the following resolution:A credit or refund of $15 for the equipment rental being charged.An additional $15 credit for the previous modem that I returned and was not refunded for.Some form of discount, credit, or rate adjustment since I was removed from my previous plan under misleading conditions.This was not a transparent process and felt like a bait-and-switch tactic.Thank you for reviewing my complaint.Sincerely,*******

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** Osvaldo ***************************************************************************** ****************   
               **********, CA 95407
  
              Case Number:                      23706278
              Date of Notice:             August 6, 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 ******* an Executive Customer Relations representative spoke with Mr. ******* to discuss his account and billing concerns. Our records show Mr. ******* previous promotion for Connect More Internet and the Xfinity Gateway modem was effective from July 7, 2023, through July 7, 2025. Due to the promotion ending, on July 8, 2025, standard rates for the Connect More Internet and the Xfinity Gateway Modem were applied and as a result his monthly rate increased. There were no additional services added, or changes made to the account without ******************** The Xfinity Gateway modem upgrade occurred after the promotional rate ended. In addition, the account is currently receiving a service discount effective from June 30, 2025, through June 30, 2025, and a monthly self-service discount for being enrolled in Paperless Billing and Automatic Payments. The previous promotional rate is unavailable.
  
  As a courtesy, on August *******, a credit was applied to the account and will reflect on the September ******, billing statement. An apology was provided to Mr. ******* for any inconvenience experienced while attempting to resolve his 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:08/05/2025

  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.

  Aug 5, 2015 I inquired with XFINITY customer service on my current bill. My bill increased 4 time in one year. From $90 to $143. I assumed it was do to rate increases but when my bill increased fom 119 to 143 in Aug 2015, I decided to question it.I requested explanation for my current and prior bills. I have one service accounts but 3 are listed. There is an equipment fee that I don't believe has been on my account since I started the service.I started the customer service call at 6:28 PM EST. I was passed to 6 different agent The last refuswd to ***ly back to me. They would not provide me with a billing explanation, the services I was paying for, or prior statements for comparison. I also experienced difficulties logging into xfinities system. I would taken me multiple attempts before logging in. No solution was provided. I ended the conversation due to waiting 50 minutes and receiving no response from the last **************** ***

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ******
  
              ,FL 33955
  
              Case Number:                      23706213
              Date of Notice:             August 6, 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 14, 2025, I spoke with Ms. ****** regarding her billing concerns. Our records indicate the current 24-month tiered promotion for the Gigabit Extra Internet was effective from July 11, 2023, through April 5, 2024, for the first tier. On August 6, 2024, the promotion transitioned to the second-tier promotional pricing through August 5, 2025, at which time retail rate applies. The package does not include additional services, equipment or applicable taxes and fees which are subject to change. The account also receives a self-service discount with enrollment into both automatic payment and paperless billing.
  
  The account received a ******** promotion for Internet/Voice rental, at no additional charge,effective July 11, 2023, through August 5, 2024, at which time retail rate applies.
  
  During our conversation, ********* accepted a 60-month promotion for the 1 Gig Internet service with a promotional discount and Internet/Voice rental and unlimited data, at no additional charge, effective from August 14, 2025, through September 5, 2030,at which time retail rate applies. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  During our conversation, I assisted Ms. ****** with updating her automatic payment from her credit card to her checking account. The account receives a self-service discount due to enrollment in automatic payment and paperless billing.
  
  It was determined that ********* was using the incorrect password affiliated with her username, which resulted in her being unable to access her account. I assisted Ms. ****** with changing her password and confirmed that is can log into her account.
  
  On August 14, 2025, an email was sent to Ms. ****** providing instructions on unlinking her previously subscribed accounts from her online account profile. The change of service will reflect on the billing statement dated September 2, 2025. 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: 08/30/2025

  The issue has been resolved with your help.  Thank you for the support.