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

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  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:08/05/2025

  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 had my sewer line replaced due to roots recently and they had accidentally cut the sewer line. So I had to call and get through to tech support to schedule for someone to come out ****. This happened on Monday. I called on Tuesday and the soonest I could get someone out was Friday. So I had to go without internet for several days, starting from Monday. I scheduled from 5-7pm for a tech to come out. I get a text at 4:05 saying the tech was on the way. This was well before scheduled. I also got another text at 4:45 saying that the tech was on the way. I happened to look outside of my door around 4:50 to see if the tech was there yet and I see the tech leaving from the side of my house to go and get into his van and leave. The tech decided that he did not want to do the job and fix my internet. I live in a fenced in house with no access to anywhere. I do not have neighbors. There would be no reason for anyone to be there besides to fix my internet. I had called NUMEROUS times until 9:30 to see where the tech was to be told they'd be there that day to fix my internet until I finally rescheduled it for Saturday since it was clear the tech just came to my house, saw the job, and left. I was advised by the final tech I spoke to that I would receive a credit for a week with no internet and I was told I was filing a complaint with corporate and I'd get contacted within 48 hours. Neither of these two things have happened. I think this is unacceptable behavior from the company.

  Business Response

  Date: 09/03/2025

  September 3, 2025
  
  
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:**** ****
  SC 29445
  
  
  Case Number:23706066
  Date of Notice:August 15, 2025
  
  
  Dear Sir/Madam:
  
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** **** regarding Xfinity service.
  
  
  On July 26, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective drop, ground block and splitter. A bury drop was completed on August 4, 2025. On August 15, 2025, I spoke with **** **** and verified that services are working correctly.
  
  
  On August 15, 2025, a courtesy credit was applied to the account. The credit will reflect on the September 12, 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,
  
  
  
  
  ****** (****) G.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 09/04/2025

  [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:08/05/2025

  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.

  September 2024 Comcast tried to charge me $158 dollers for a bill because it was late. I tried to pay my bill before this and nobody at Comcast could process my payment then they called me a few days after and said now I have to pay a late fee which i couldn't afford. This wasn't my fault

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ********
  ********************************************************************************
  
  Case Number: 23706028
  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 12, 2025, I spoke with Mr. ******** regarding the concern. Our records reflect that Mr. ********** previous account ending in 4174 was disconnected on March 31, 2024, for non-payment. On March 31, 2024, a prorated credit was applied to the account leaving a final balance for services previously rendered. I explained that the late fee assed to the account on March 3, 2024, was valid due to the past due balance on the account at that time. 
  
  On August 12, 2025, I assisted Mr. ******** with processing a payment for the final account balance. This payment will reflect on the final statement that will process on September 1, 2025. As the billing on the account is accurate, Mr. ********* request for compensation cannot be justified and is respectfully denied.  
  
  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:08/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Xfinity in February. Since then, my husband's company has relocated us to ***********, *****, where we are no longer able to use Xfinity. When I called to cancel, I was informed that an early termination fee would be applied. I requested that this fee be waived because I am unable to take the service with me, but my request was denied. I believe it's unfair to charge an early termination fee when a consumer is moving out of the area. It is not my choice to move out of the area, and I can't continue the service.

  Business Response

  Date: 08/11/2025

  
  August 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** ******
           TX 78109
  
           Case Number: 23705258
           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 Ms. ******** ****** regarding Xfinity service.
  
  On August 7, 2025, I spoke with Ms. ****** to discuss all concerns. Upon review of the account, I explained to Ms. ****** that she accepted and consented to a 12-month contractual offer for Gigabit Extra Internet on February 12, 2025. The contract was effective February 24, 2025 and would have expired on February 24, 2026. The promotional price was effective February 24, 2025 and would have expired on March 13, 2026, at which time the standard monthly rate would have applied. Additional monthly services included xFi complete at the standard monthly price. Taxes were not included in the promotional price. We received Ms. ******* consent for this package online on February 12, 2025.
  
  A billing statement generated on July 9, 2025 for the service period beginning on July 14, 2025 and ending on August 13, 2025. ******************* was disconnected on August 4, 2025 leaving a balance on the account for the services rendered from July 14, 2025 until ******************* was disconnected on August 4, 2025.
  
  We complied with a request made by Ms. ****** to end the 12-month agreement on August 4, 2025. As a result, the Early Termination Fee(s) applied to the account on August 4, 2025 is valid. 
  
  The decision was made to waive the Early Termination Fee(s) associated with the cancellation of the account. As a courtesy, the Early Termination Fee(s) reversed on August 7, 2025 and the credit will reflect on the September 4, 2025 billing statement. 
  
  Ms. ****** made a payment for the remaining account balance on August 7, 2025. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************. 
  
  Sincerely,
  
  
  ******* *.
  Xfinity Executive Customer Relations
  
  

  Customer Answer

  Date: 08/11/2025

  [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 appreciate the quick response of Xfinity in this matter, the kindness and compassion of ******* was appreciated. Since we were unaware that we entered into a contract, and moved out of hte service area, I am thankful that they were able to remove the additional fee I had not budgeted for. 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:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May ******* I call Xfinity to simply transfer my internet service to my new address and instead of them transferring my service they stared a new account that I did not ask for which messed up everything. My old account was not closed so my new card has been charged 2 months. I have spoken with about 8 different people every single day since July ******* regarding my account. The credits were transferred back to the account and now they are stating to me I have to wait to weeks for a refund on my card. Last week I was assured the account was closed and the very next day my card was charged again. I should not have to wait to weeks to get my money when the account was supposed to be closed when I transferred services. My bank account went into overdraft because of this situation all because the agent did not do what was supposed to be done. One agent even disconnected my new Serices at my new address and it happen times last week and today causing me to miss work because of the whole situation of my services simply not being transferred. Xfinity supervisor reached out was no help at all. Instead of fixing and escalating my situation which is clearly Xfinity fault, all I hear is I have to wait. yall did not wait to charge my card twice on an account I was reassured that was closed. I have been a customer 5 years and would think I would not have to hassle to talk to 8 different people when a serious matter occur. I would appreciate if my refund could be expiated immediately or i will be calling your department until i can speak to someone over everyone.

  Business Response

  Date: 08/22/2025

  
  August 22, 2025
  
   
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:********* ******
  ****************************************
  *****************
  
  Case Number:23704316
  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 Ms. ****** via telephone and email. Although I was unable to reach Ms. ******* a review was completed on the account. Our records indicate that Wi-Fi Ready units are not eligible for transfer. Ms. ******* new account ending in ************************ error on July 27, 2025, and backdated to June 29, 2025. The old account ending in 8004 was disconnected on July 27, 2025, upon receipt of the disconnect request, and was backdated to July 11, 2025. Manual credits were applied to the account ending in 8004 on August 1 and August 2, 2025, in addition to the resulting backdated credits. Ms. ****** received a credit on the account ending in 9942 on July 31, 2025, that will post on the August 28, 2025, billing statement. Ms. ****** is due a refund for overpayment on the account ending in 8004, and I confirmed that the credit balance was refunded on August 17, 2025. We will follow up with Ms. ****** to ensure receipt of 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 at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2025

  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 changed my comcast plan over 4 months ago and they still have not changed the price on my account or credited me. I have called several times and they still have not changed it. I am elderly and in bad health and do not need the aggravation if calling constantly about this issue .Further. I've been a comcast customer for over ************************************************************************* ones that intermittently change their plan get. My account # ******************* . Can someone please call me. I can't take this anymore. ***** ***** ***********

  Business Response

  Date: 08/22/2025

  August 22,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              ***********************
              ********,NJ 08031
  
              Case Number:                    23704325
              Date of Notice:             August 5, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  Previously, Mr. ***** subscribed to the Standard+More package at a retail rate. The package was effective on May 26, 2020. ******** also subscribe to the Service Protection Plan at a retail rate effective on July 31, 2012. Additional services, equipment, taxes, and fees are not included in either of the package prices.
  
  On January 27, 2025, Mr. ***** accepted the Sports & ******* package, Connect Internet, and Xfinity Voice Premier all at the retail rate. The service includes: Limited Basic, Sports & News, Peacock Premium, Streampix,High Definition Programming, and Unlimited Local and ****************************** services, equipment, taxes, and fees are not included in the package price. The package is reduced by a multi-product discount and a Paperless Billing and Automatic Payment Discount, which lowers the monthly rate.
  
  A service visit was then scheduled for January 28, 2025, to upgrade the service. On January 28, 2025, the service visit was not completed as Mr. ***** was not home, the pending order did not complete and remained open. Therefore, Mr. ***** continued to be billed for the prior package.
  
  On June 23, 2025, Mr. ***** spoke with agents regarding a billing concern. A credit was applied for a billing issue. The credit reflected in the July 2, 2025, billing statement. However, no package changes were made to the account.
  
  On July 7, 2025, Mr. ***** chatted and spoke with agents regarding a billing concern. An agent explained the billing on the account; however, no changes were made to the account at that time.
  
  On July 21, 2025, an audit was performed that completed the work order from January 27, 2025. Therefore, the package from January 27, 2025, was added to the account with an effective date of July *******. This change reflected in the August 2, 2025, billing statement.
  
  On July 31, 2025, the Paperless Billing and Automatic Payment Discount was removed since the account no longer qualified for the discount.
  
  On August 14, 2025, an additional credit was applied to the account for the billing issue. The credit and change from July 21, and 30, 2025, will reflect in the September 2, 2025, billing statement. 
  
  On August 14, 2025, I spoke with Mr. ***** regarding the above 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

• Initial Complaint

  Date:08/05/2025

  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 authorized a payment of $25 and they charged me $2,500 and they are not able to give me a refund.

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    ****** *****
           ***************************
           MacClenny, FL 32063
  
           Case Number:   23704248
           Date of Notice:   August 5, 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 6, 2025, I spoke with ****** ***** and referred the concern to the Xfinity finance team, who confirmed that we are unable to stop the payment as it has currently posted. At the time of the conversation, the payment did not withdraw from *************** account. Ms. ***** confirmed that there are not sufficient funds in the account to fulfill the payment request. On August 10, 2025, the payment was returned unpaid, causing the account to be billed a returned payment fee on August 10, 2025.
  
  On August 11, 2025, I confirmed with the finance team that the payment was returned due to insufficient funds, and a balance now remains on the account. The balance includes a professional installation charge and a return payment fee. On August 11, 2025, I applied a one-time courtesy credit to the account to remove the installation and returned payment fees, which will reflect on the September 5, 2025, billing statement. 
  
  I attempted to communicate with Ms. ***** to confirm the resolution but was unsuccessful. 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 on **************.
  
  Sincerely,
  
  
  ****** (***) W.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2025

  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.

  This is an ongoing problem that Ive worked with a couple different representatives in I believe at one point there was a supervisor involved. There has been some troubleshooting on the line of *********** there is signal trouble every single day call disconnect calls are lost. People cannot hear me. Every time I call in a representative says their service coverage over here is great. It is not great. I need to be able to make calls without the call dropping be able to make calls without people not being able to hear me. This is just gone too far. I pay for service every single month but yet I cant get brake service here they did troubleshooting to the point where they replaced my phone and its doing the same thing so Im going to be calling a representative again, but I need this to be known. I dont know what needs to be done, but I need this to be taken care of. I need to be able to make and keep calls at my house. I would love to get great service.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ********** *******
              ***********************
              ****************, ** 80925
  
              Case Number:              23699203
              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 ********** *******.
  
  As outlined in the Xfinity Mobile Customer Agreement, the device uses radio transmissions to access service. If the device isnt in range of a transmission signal, service may not work. Numerous things can affect the availability and quality of service, including the capacity available on the cellular network, the device, terrain, buildings,foliage, and weather. Cellular service availability is determined by the operator of the cellular network and is not guaranteed. The actual speeds of the Service will vary. Features of service that rely on location information,such as E911 and GPS navigation, depend on the devices ability to acquire satellite signals (which typically are not available indoors) and cellular network coverage. While a Device is receiving a software update, you may not be able to use it until the software update is complete.[1]  
  
  We encourage customers to utilize Wi-Fi calling when signal is less-than-optimal. Wi-Fi calling is a feature offered on most devices on ********************** that allows you to talk and text over a Wi-Fi network if cellular service isn't available.
  
  On August 13, 2025, I spoke with Ms. ******* and explained the above information.
  
  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 
  ********************************
  
  
  [1] ***************************************************************************************.

• Initial Complaint

  Date:08/05/2025

  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 Closed my Xfinity/Comcast account on July 3, 2025 because the ***************** contract with them ended June 15, 2025. Therefore I no longer needed to be paying Xfinity/comcast for Internet services.I keep receiving an e bill from them for $75.20 which is for a month in advance, even thought the account is closed. I have called and spoken to 3 different agents regarding this bill and have gotten no where. If you could intervene it would be most helpful.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** *****
              ****************************************************************
              **********************
  
              Case Number:                      23703392
              Date of Notice:             August 5, 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 6, 2025, I spoke with Ms. ***** and confirmed effective November 3, 2024,Ms. ***** approved a promotional offer via text consent for a monthly rate of $60.00, which includes a 24-month contract discount of $31.00, valid from November 3, 2024, through November 3, 2026. The contract discount was effective from November 3, 2024, through November 9, 2026. Ms. ***** also qualifies for an automatic payment and paperless billing discount of $5.00, and has opted to use their own modem, resulting in a modem rental rate of $0.00.
  
  An early termination fee (***) of $230.00 will apply if the TV, Internet, Voice, or ********************** are disconnected during the contract period. However, the *** will not apply if the customer cancels within 30 days of installation, and the fee will decrease monthly over the course of the agreement.
  
  On July 3, 2025, Video bulk services were disconnected. On July 4, 2025, a request was submitted to disconnect Internet services. The billing stop date was set for July 4, 2025,and the disconnection was completed on July 8, 2025.
  
  On July 6, 2025, a billing statement was generated, reflecting charges up to the disconnection completion date of July 8, 2025. On July 8, 2025, a prorated adjustment was applied,leaving a remaining balance.
  
  On July 9, 2025, an *** was billed. On July 9, 2025, a payment was processed, satisfying the remaining balance prior to the *** charge.
  
  I explained that all billing procedures and disconnection processes were followed correctly. I clarified that the Internet service was an additional service outside of the bulk agreement and could have remained active. However, Ms. ***** chose to disconnect it during the contractual term. Additionally, I informed Ms. ***** that the balance is valid and includes the *** due to the disconnection. ******** responded that she does not intend to pay the balance.
  
  On August 8, 2025, a billing statement was printed reflecting the valid balance due. I explained that the compensation request has been denied. I apologize for any inconvenience experienced 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
  

  Customer Answer

  Date: 08/12/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23703392
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *****
  
  
  
  Comcast no longer has a contract with Sabal Pine Condominiums therefore I no longer need Comcast services. They are trying to take senior citizens for a ride and I dont appreciate it. 
  
  
  
  
  

• Initial Complaint

  Date:08/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been experiencing ongoing overbilling and what I believe to be fraudulent & deceptive practices by Comcast/Xfinity.On July 7, my monthly bill was increased from $156 to $257 without proper explanation or authorization. In response, I called Comcast on July 14 and canceled all services except for WiFi. I was told that my new monthly rate would be $86.35, which I agreed to and signed a new contract reflecting this amount.Despite this, on August 3, Comcast charged me $257 again, unauthorized and without auto-payment active on my account. They withdrew this amount from my bank via ACH even though I had not authorized any such transaction. This is both improper and alarming.I called Comcast on August 5, and spent over 90 minutes on the phone. I informed the representative that I would be recording the call. He admitted the bill was incorrect, but stated that since it had already been generated, it could not be reversed. He placed me on a long hold (over 30 minutes) claiming a supervisor was needed, then tried to explain the charges as prorated even though I had a signed contract confirming the new agreed amount of $86.35.This is not the first time Comcast representatives have provided conflicting information. Each person I speak to gives different explanations, leading me to believe there is a systematic issue with transparency, accountability, and possibly fraudulent retention tactics. These billing practices are deceptive, and unauthorized charges are unacceptable.Resolution Sought:Full refund of the unauthorized $257 charge on August 3.Immediate confirmation that my account is properly set to $86.35/month for WiFi only, as agreed on July 14.Written confirmation that auto-payment is disabled, and that no unauthorized ACH or other withdrawals will be made in the future.Investigation into Comcast's billing practices and representative training, especially regarding ************************************ of ******************* 86$ contract attached

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* ******
  , CA 95337
  
  Case Number:23703164
  Date of Notice:August 5, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******, an authorized user on the account, regarding ********************** service.
  
  On August 5, 2025, I spoke with Mr. ****** regarding the cocnern. Our records indicate Mr. ****** account was downgraded to the Gigabit Internet package as requested effective July 14, 2025. Mr. ****** is currently subscribed to a 60-month promotion for the Gigabit Internet package. Additional equipment and services are not included in the package price. This package was effective July 14, 2025, and will expire on August 11, 2030, at which time, retail rates will apply. Mr. ****** also enrolled in automatic payments and paperless billing to receive a monthly discount.
  
  As Mr. ****** was enrolled in automatic payments, a payment was drafted on August 3, 2025 for the balance owed prior to his package change. I confirmed his bill was prorated correctly on July 14, 2025, to reflect an updated balance owed for his old package fees until July 14, 2025, and that the new package rate was applied as requested.
  
  I advised Mr. ****** as a result of him removing automatic payments on August 3, 2025, the automatic payment and paperless billing discount was also removed. Mr. ****** is able to reestablish automatic payments if desired.
  
  On August 11, 2025, Mr. ****** was issued a return check fee for his previous payment being returned, as requested, on August 3, 2025. On August 12, 2025, I issued a one-time credit to waive the return check fee. This will reflect on the September 7, 2025 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. If you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/05/2025

  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.

  Verbal complaint: Three days ago I called them due to a commercial stating I could receive a new Galaxy Z fold 7 phone if I changed my mobile plan to a premium data plan and turned in my old phone. Yesterday I called Xfinity to make this change. I got seven different answers from six different ***** that seemed to be from overseas. I then called today May 4, during a week day to request the offer. The *** was rude and said no that they would not offer this to me. I then said to leave my accounts alone and I would look for other plans. The *** then proceeded to suspend the service on our phone account. We need to have our phones for medical reasons for myself and my wife watches a young child and needs her phone working. I had to spend several hours with multiple ***s to get our phones restored. While doing this they changed my plan which was not brought to my attention. I wanted to be contacted by a supervisor and they refused. First they said that supervisors do not call back, then after going to hold they said that the supervisor would need to call back. I inquired since they said that they do not call and she said that they would call but we would have to answer when called. I have yet to be called. 

  Business Response

  Date: 08/25/2025

  
  August 25, 2025
  
  BBB of **********************************************
  *************************************************
  Philadelphia, PA 19103
  
  Re:** ******
  ************************************************************************
  
  Case Number:23701904
  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 1, 2025, ** ****** spoke with a representative regarding available Xfinity Mobile promotions. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. Existing ********************** customers on the ********************** option must have completed two full billing cycles (with successful auto-payment) prior to the device upgrade. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ** ****** did not satisfy the promotional requirements because a qualifying mobile order was not placed. 
  
  ** ****** currently has two Xfinity Mobile lines of service and subscribes to the 3 GB By the Gig shared data plan. ** ****** will need to upgrade the desired line to the ********************** Plan and remain on the plan for two full billing periods with successful automatic payments prior to the device upgrade.
  
  Regarding the account suspension concerns, on July 16, 2025, a ******* Galaxy Watch was returned to Xfinity Mobile, and the smartwatch line was disconnected accordingly. No account suspensions or disconnects were found outside of this return. 
  
  An Xfinity Mobile Regulatory Specialist made several attempts to contact ** ****** and explain the above information. Unfortunately, all contact attempts were unsuccessful. The Xfinity Mobile Regulatory Specialist 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, 
   
   
  ******* *. 
  Xfinity Mobile Regulatory Specialist 
  ********************************