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 Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

• 

  Comcast, Inc.

  PO Box 5155 Southfield, MI 48086-5155

• 

  Comcast Corporation

  33407 Van Dyke Ave Sterling Heights, MI 48312-5928

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

• Initial Complaint

  Date:08/05/2025

  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 8/2/2025, I went to an Xfinity store located at ********************************************. I paid for tax and fees on my new line which totaled $64.91. Upon checking my pending charges, there were two for $64.91, I did not consider this a problem at first. On 8/4/2025, both charges in my banking app were completed, and two identical, separate charges, had been deducted from my balanced. Each charge was $64.91, and totaled $129.82. I have contacted support, and they refuse to do anything about this as they stated "I only see one charge on your billing statement", and upon giving me a link to view this statement the website does not load. I have contacted my bank (******************), and they have verified the charges have in fact gone through and there is nothing to suggest they may be reversed or refunded. Additionally, upon calling for support a second time, they stated they would call me back within 30 minutes as they attempt to find the cause. There has not been a call back, and I am still missing $64.91 in charges that were made through them unwillingly.

  Customer Answer

  Date: 08/05/2025

  Reached out to specific Xfinity store.  They admitted possible fault and suggested waiting 7-10 business days to see if their system would submit a refund to my account. Stated if this did not occur that they could credit my account for the value, assumingly unable to refund to payment method.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** ********
              ***************************************************************
              ***************************
  
                Case Number:                    23702881
                Date of Notice:             August 5, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** ********.
  
  On August 2, 2025, an order was placed for a new line of service with a purchase of a ******* Galaxy S24 FE.Due to an unknown system issue, ******** ******** was charged twice for the same order.
  
  On August 6, 2025, a refund was initiated for the incorrect double charge. On August 15, 2025, I spoke with ******** ******** regarding the above information and confirmed the refund was received.
  
  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 Executive Resolutions 

• 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 was offered a free phone line for a year if I switched phone companies. The conversation is recorded in a chat with a live agent which I have documentation of. After I purchased the phone I was told they would not honor the promotion and the chat *** had lied. They stated that the chat ***s lie all the time and it is a major issue for them. I canceled my previous plan with another carrier after 20 years.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Better Business Bureau
  ****************************************************************************************
  
    Re:     ****** ****
  
               ,CT 06811
  
               File Number:               23702667
               Date of Notice:             August 5, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ****. 
  
  On July 17, 2025, ****** **** purchased an iPhone 15. At that time,Xfinity Mobile offered 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 purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ****** **** satisfied the promotional requirements, but the promotion did not reflect on the account. On July 21, 2025, a courtesy credit was applied to the account.On August 14, 2025, I applied a credit, equal to the remaining value of the promotion, to the account in lieu of the promotion. This credit will reflect as of August 20, 2025.
  
  On August 6, 2025, an Xfinity Mobile Executive Resolutions Specialist called ****** ****. After initial contact, subsequent attempts to contact ****** **** with a resolution were unsuccessful.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  *** *.
  Xfinity Mobile Executive Resolutions
  ********************************
  
  
  
  

  Customer Answer

  Date: 08/22/2025

  [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: 23702667
  
  I am rejecting this response because: I have still not recieved the trade in credit on the phone I sent back to them. They again stated I would receive it and I have not. 
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

• 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 began service with Xfinity Internet on March *******. Part of the promotion I was to receive was a $200 Amazon Gift Card. The promotion stated I was to receive the gift card after ***** weeks of my account being in good standing. It is now August 5, 2025 (20 weeks) and I have yet to receive it. I have made a number of inquiries to Xfinity. I was told back in late July that I would be receiving an email within 24/48 hours to guide me through redemption. I never received the email. I called back a week later and was informed by the representative that the issue was being worked on by ****. They could not advise of anything further. I did receive an email from ****** *. during this time. I responded but have not heard back.

  Business Response

  Date: 08/22/2025

  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       *********** *********
  
              , FL 33954
  
              Case Number:              23702752
              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 the prepaid card concern, on March 18, 2025, *********** ********* consented to a 36-month promotion for Gigabit Internet service via a web order. The package includes a promotional discount effective from March 19, 2025, through March 18, 2028. A 36-month promotion for the modem rental at no additional cost is also effective from March 19, 2025, to March 18, 2028. At the end of each promotion, regular retail rates will apply. The account receives a self-service discount for enrollment in automatic payments with a linked debit/credit card and paperless billing. If *********** ********* updates the payment method to a linked bank account, the discount would increase.
  
  At that time, an Xfinity Internet promotion was available through which eligible customers could qualify to receive a prepaid card, provided they satisfied certain requirements. To qualify for the promotion, *********** ********* needed to maintain the required service for 90 days and keep the account in good standing. After that period, the prepaid Amazon gift card was to be sent to *********** *********** email address associated with the Comcast account within ***** weeks of service activation.
  
  *********** ********* satisfied the promotional requirements. However, on June 3, 2025, a Virtual MasterCard, instead of the Amazon eGift card, was issued to *********** ********* at the email listed on the account. The Value-Add team confirmed that the code was not redeemed. The prepaid card was reissued to *********** ********* on August 7, 2025.
  
  On August 8, 2025, an Executive Customer Relations representative spoke with *********** ********* and confirmed receipt of the gift card.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ****** (***) W.
  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:
  
  Thank you to BBB and to the Comcast Representative (***) who contacted me regarding my issue. All has been resolved quickly and most satisfactory. 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 or around July 15, 2025, Comcast informed me that a $303 payment made by July 28 would restore my internet service. I am a disabled veteran with a special needs child and rely on fixed VA compensation, which was deposited on July 31. I paid the $303 immediately on that date, and Comcast accepted the payment.Despite fulfilling the agreement in good faith and prioritizing Comcast as my first bill paid, they refused to restore service. On August 5, I received a voicemail from their corporate escalation team confirming leadership would not honor the arrangement. This left my family without reliable internet, phone access, or emergency communication.Comcast is the sole internet provider for my apartment complex, and cellular signal here is unreliable, especially for ***** With no internet and poor cell service, their refusal to reconnect service mimics the effect of illegal signal jamming by blocking all communication. This has interfered with my access to VA support, job search efforts, and my sons care.Comcast accepted payment, broke their word, and is now putting my household at risk. *** filed a complaint with the *** and am requesting BBB support to resolve this matter.I respectfully request that Comcast forgive the outstanding balance on my account and restore service immediately. I am a disabled veteran supporting a special needs child. Due to the hardship created by fixed VA payment schedules, I paid as soon as funds were available. Comcasts refusal to restore service has cut off access to medical, **, and emergency communications. Given the unique circumstances, I am requesting that my account be brought current and my service restored without further charges.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:**** *****
  *************************************************
  **********, IN 46383
  
  Case Number:23702186
  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. 
  
  Our records indicate that on February 27, 2025, Mr. ***** consented via text message to a 24-month contractual agreement for Gigabit X2 Internet at a promotional rate, with xFi Complete (which includes Internet equipment and *************** at a promotional rate. The contractual agreement was effective from March 4, 2025 to March 4, 2027. The promotional rates were effective March 4, 2025 through March 3, 2027, at which time, the retail rates will apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. During the enrollment on February 27, 2025, Mr. ***** elected to enroll in Automatic Payments with a linked bank account and Paperless Billing. The account received a self-service discount. The contractual agreement included an early termination fee should the account be disconnected for any reason before the end of the agreement, after the initial 30-day period.
  
  The billing statement issued on March 4, 2025, reflected a balance due for services billed from March 4, 2025 through April 3, 2025, with an Automatic Payment scheduled for March 26, 2025. On March 27, 2025, an authorized Automatic Payment was received and reflected on the April 1, 2025 billing statement. On April 1, 2025, a billing statement was issued for services billed from April 4, 2025 through May 3, 2025, with an Automatic Payment scheduled for April 26, 2025. On April 10, 2025, the payment received on March 27, 2025, was returned for insufficient funds, and a return payment fee and a late fee were applied. These transactions were reflected on the May 1, 2025 billing statement. Because the first payment made to the account was returned due to insufficient funds, on April 10, 2025, the account was blocked from further bank payments until October 7, 2025.
  
  Because no payment was received, the account was placed in a soft disconnection on April 17, 2025, for the past due balance. On April 17, 2025, Mr. ***** agreed to a promise to pay arrangement for the past due balance to be paid by April 30, 2025, and the account was reactivated. On April 17, 2025, Mr. ***** scheduled a payment through an Xfinity representative to process on April 24, 2025, and he provided a **** ending in 1221. On April 19, 2025, a reactivation fee was applied for restoring the account from soft disconnection on April 17, 2025, and reflected on the May 1, 2025 billing statement. On April 24, 2025, the payment scheduled by Mr. ***** failed to process due to insufficient funds.
  
  The account continued to reflect a linked bank account for the Automatic Payment option. On April 27, 2025, the scheduled Automatic Payment shown on the April 1, 2025 billing statement could not be processed due to the account being barred from bank payments. On April 27, 2025, the account was automatically unenrolled from the Automatic Payment option. On April 29, 2025, the self-service discount was removed since the account no longer met the requirements.
  
  Payment was not received by April 30, 2025, as accepted by Mr. ***** on April 17, 2025, breaking the accepted payment arrangement. Because the arrangement was not honored, on May 1, 2025, the account was placed in soft disconnection for non-payment of the past due balance. On May 1, 2025, Mr. ***** used the Xfinity My Account website and attempted to make two separate one-time payments using a **** and a MasterCard. However, both payments failed to process due to insufficient funds.
  
  The billing statement issued on May 1, 2025, reflected a total balance which included a past due balance for services billed from March 4, 2025 through May 3, 2025, and new charges for services billed from May 4, 2025 through June 3, 2025. On May 21, 2025, the account was reactivated without receipt of payment, as a courtesy. Because payment was not received, the account was returned to a soft disconnection on May 22, 2025. Mr. ***** was not eligible for further arrangements at this time, because the previous arrangement was not honored. On May 23, 2025, a reactivation fee was applied for reactivating the service on May 21, 2025.
  
  The billing statement issued on June 1, 2025, reflected a balance due including a past due balance for services billed from March 4, 2025 through June 3, 2025, and new charges for services billed from June 4, 2025 through July 3, 2025, and included the reactivation fee and late fee. No further payments were received, and the account was disconnected for non-payment on June 21, 2025, with a stop billing date effective May 22, 2025. On June 21, 2025, an early termination fee was applied for the remaining 22 months of the agreement accepted on February 27, 2025. The early termination fee and disconnection were reflected on the June 21, 2025 billing statement.
  
  On June 21, 2025, the account was restarted as a courtesy without receipt of a payment, and Mr. ***** consented via text message (SMS) to a 60-month promotional offer for Gigabit Internet, at a promotional rate, with xFi Complete at no charge. The promotional rates are effective from June 21, 2025 through June 20, 2030, at which time, the retail rates will apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. On June 21, 2025, when restarting the account, Mr. ***** voluntarily enrolled in Automatic Payments and Paperless Billing. Mr. ***** provided a **** to be used for the Automatic Payments. The account received a self-service discount.
  
  The billing statement issued on June 21, 2025, reflected a balance which included an unpaid balance for services rendered from March 4, 2025 through May 21, 2025, new charges billed from June 21, 2025 through July 20, 2025, and the previously billed early termination fee. The billing statement reflected that an Automatic Payment was scheduled for July 12, 2025. On June 22, 2025, the early termination fee applied on June 21, 2025, was waived because the account was restarted. The credit was reflected on the July 17, 2025 billing statement.
  
  On July 13, 2025, the scheduled Automatic Payment using the **** provided by Mr. ***** failed to process due to an issue with the card. On July 13, 2025, the account was automatically unenrolled from Automatic Payments. The account was returned to a soft disconnection on July 13, 2025, due to the past due balance. On July 14, 2025, I restarted the account without receipt of a payment as a courtesy, and Mr. ***** agreed to a promise to payment arrangement for the past due balance to be paid by July 28, 2025. On July 15, 2025, the self-service discount was removed due to the account no longer meeting the requirements.
  
  The promised payment was not received to the account on July 28, 2025, and the arrangement was considered to be broken. On July 31, 2025, a payment was made and the service was restored as a courtesy. On August 2, 2025, the account was again interrupted for nonpayment and the service was restored the same day without payment. A  credit was applied to the account on August 2, 2025, for two reconnection fees. The credit will be reflected on the August 17, 2025 billing statement. 
  
  The account continued to reflect a past due balance which caused the service to be interrupted on August 3, 2025. A minimum payment of the past due balance is required to restore the service. If a payment is not received, the account will be fully disconnected. 
  
  On August 4, 2025, I spoke with Mr. ***** regarding 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 **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  **************

  Customer Answer

  Date: 08/07/2025

  [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: 23702186
  
  I am rejecting this response because:
  
  I appreciate the response provided by Comcast/Xfinity, but I do not accept it as a full resolution to this matter.
  
  
  While the company outlines a timeline of disconnections and payment issues, it fails to acknowledge the broader pattern of system-level failures, misleading billing practices, and repeated mishandling of my account, all of which led directly to the situation Im disputing.
  
  
  Let me be clear:
  I did not refuse to pay.
  I did not ignore communication.
  I made multiple good-faith attempts to resolve the matter and Comcasts own statements confirm this.
  
  
  
  Key Issues:
  
  
  Billing and Payment Failures Were Not My Fault Alone.
  
  Multiple auto-payments were scheduled and failed not due to negligence, but due to Comcast blocking my account from further bank payments while still showing active billing.
  This was not clearly communicated to me. Had I known, I would have made other arrangements sooner.
  
  
  Comcast ************************************** While Claiming Courtesy Extensions.
  
  These courtesies were often made without confirming my payment schedule, including my fixed VA compensation dates.
  One of the key disconnections occurred immediately after a payment had been made, and service was restored without explanation, then disconnected again days later. Thats not courtesy , thats chaos.
  
  A Promise-to-Pay Arrangement Was Made and Then Undermined.
  I was told I had until July 28 to pay under an arrangement I agreed to.
  My service was disconnected just days later and reconnected with conditions that placed me further behind, clearly breaking the original arrangement before it could be fulfilled.
  
  The Return Window Was Exploited.
  
  By repeatedly disconnecting and reconnecting service, Comcast delayed action long enough to push me past the return period of the equipment and contract.
  This resulted in my being locked into a 24-month contract I no longer agreed to, with new fees and restrictions attached.
  The fact that they restarted my contract without payment and still held me liable shows the manipulation clearly.
  
  What Im Requesting:
  
  Waiver of all reactivation and reconnection fees.
  Waiver of the early termination fee if I choose to cancel.
  Review of Comcasts account practices regarding courtesy restarts and payment blocking, particularly in cases involving veteran or fixed-income households.
  
  I have made every effort to meet Comcast halfway. But I will not accept a version of this situation where my good faith is used against me and where a company leverages disconnection cycles to keep customers locked in or penalized.
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to contact Xfinity about a porting issue. After hours a few weeks ago I finally reached a person. They couldnt help but assured me they were providing a direct number to the porting people that could help. Upon calling that number I found myself in the same loop of voice prompts that you only get out of by pressing options for an exorbitant amount of time. This happens every time I call Comcast Xfinity with an issue rarely if ever do I receive a resolution and even less often do I reach a person. I would like someone from Comcast Xfinity to call me and solve my issue

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  Better Business Bureau
  **********************************************************************************
  **********************
  
  Re:       **** *******
  *********************
  ********************
  
  Case Number:              23701969
  Date of Notice:             August 5, 2025 
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by *** **** *******.
  
  We apologize for the frustration *** ******* expressed regarding his interactive voice response (IVR) system experience. On May *******, Comcast began integrating a new IVR platform. Over the coming months,customers will see regular enhancements to this system, including the use of advanced natural language recognition to more accurately route customers to the correct destination.
  
  Regarding *** ******** porting concern, our records show that his port request was completed on August 12, 2025. On August 14, 2025, I followed up with *** *******, who confirmed the port was successful and that his telephone number and service are working.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******* S
  Comcast **********************

• 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'm furious. You service is again unstable. Last 2 weeks and now going into 3 weeks Xfinity has been down more than it has been up. I call customer service, 50% of the time they again try to blame me and my equipment. Then they have to back pedal and tell me that they are doing work in the area. Not once has the ap told me work is being done in the area. I've lost over 300 dollars of income due to Internet being down. This is also affecting my grades. I work from home and go to school from home. Its impossible to get to tech support. I'm beyond tired of the issues you have. If I had any other options at all, I would not be with your company. I check regularly for other options. I'm in a black hole where you are literally the only provider, and you can't keep my Internet working. The worst service in all the world! The amount of money I'm am loosing continues to grow because you can't keep my service working.

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ****
              ******************
              **************, ** 15068
  
                Case Number:                    23701799
              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.
  
  I attempted to contact ******* via telephone and/or email several times. While my attempts were unsuccessful, our Technical Operations team advised that between July 22, 2025,and August 5, 2025, planned infrastructure upgrade work caused periodic interruption in the service. On August 5, 2025, the upgrade work was completed.Our diagnostics indicate all signa levels to the area, Mr. ***** home and equipment are within specification and the equipment is online and working normally. Should Mr. **** continue to experience service issues, contact with him is necessary for troubleshooting and/or scheduling a service visit.
  
  On August 13, 2025, a courtesy credit was applied to the account and will be reflected in the September 2, 2025, billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for 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.

  On June 3rd we went to this store and met with store manager ****** ********. We returned equipment for an extra tv, purchased a cell phone and service plan. We agreed to a changed cable TV plan and services for $246.72 per month for a year. Our June bill was $354.23. July was $401.94. We went to the store around July 23rd to find out why we were still being charged for the extra equipment and the increased monthly bill. They said they could not help us with the overcharging. They did give us credit for the returned equipment but turned off the wrong one. We later had to fix that with customer service. They quoted us various new amounts for our next upcoming charges. $195.66, $257.98, and $253.43 were all quoted to us by various individuals. **************** has been called many times and one time they said they could see a service change was attempted on June 3rd but it did not go through. We would like the company to honor the amount Devian quoted us on June 3rd and credit our account back the difference. They have not offered to do anything about the overcharging.

  Customer Answer

  Date: 08/08/2025

  Thank you for your help. The corporate office contacted us within 24 hours of filing our BBB report.   Within 48 hours we have worked out a solution to our complaint. 

  Thank you, 

  ***** and ****** ****

• 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.

  This is the 2nd time in less then a month the esim in my iPad has quit working. It is still under warranty and the first time instead of just sending me a new one they made me go to the apple store which I did and they replaced it but then I had to go back to the Xfinity store to activate the new iPad. We'll yesterday it quit working again and is doing the exact same thing as before where when I turn it on it gives me a sim failure message. There is no reason that this should keep happening and needs to be fixed or I will be canceling the service on that line.

  Business Response

  Date: 08/21/2025

  
  August 21, 2025 
  
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:**** ****
  *********************************************;
  Apartment 315
  **********************
  
  Case Number:23701487
  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 15, 2025, I spoke with Mr. **** and confirmed that he received a replacement device from ***** due to having a sim error, ***** stated the device needed to be replaced. The new device was successfully activated on Xfinitys network and working as intended. Mr. ***** stated he began receiving the same error message Sim failure so he deleted the sim and is now unable to add it back.  Mr. ***** and I went over some troubleshooting steps. We did a network reset; I tried activating the device from my end and sent the ** code, with Mr. ***** stated he was unable to receive. I sent a link with instructions on how to add the eSim, which was unsuccessful. We ran a diagnostic which came back with the error message Version Test in red, the result of the test was to refer the customer to *****. I explained to Mr. ***** that he would have to reach out to apple for further support.  
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions

  Customer Answer

  Date: 08/21/2025

  [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: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.

  Iv contact customer service even spoke to a supervisor who was the most unprofessional a d rude person iv ever talked to he spoke a few minutes and hung up I was very polite *** but the company has just refused to unlock a phone that I paid for iv contacted customer service many times last time I was at it on the order of 5 or 6hours talking to support getting the run around an still getting nowhere. Not that I care but on a side note for the company is an absolute waste of time what do these people get paid for anyways 6hours on the phone an cant resolve issues that are standered The device was supposed to of been unlocked when I paid off the device wich was paid off years ago an yet it carrier locked even though it should of been unlocked Also given the extraordinary amount of time i spent on this i think it be kinda fitting to pay me for my time at the same rate comcast employees are paid All an all I want my phone e unlocked that I paid for

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  BBB of ******************* & *************************;
  ***************************************************************************************;
  **********************
  
  Re:   ****** ******
           ************************
           ******************
  
           Case Number: 23701477
           Date of Notice: August 5, 2025
  
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ******.
  
  Our records confirm that ****** Undziss account does not currently meet the eligibility requirements for having the requested ******* Galaxy A50 unlocked or any additional devices due to a past due balance that currently reflects on the Xfinity Mobile account. 
  
  In accordance with Xfinity Mobiles device unlock policy, all requirements must be met at the time of each request. Once the past due balance is paid in full and all other unlock requirements are met, ****** ****** may contact Xfinity Mobile to submit a request which may take up to 48 hours to complete.
  
  I attempted to call ****** ****** to explain the above information but was unsuccessful. I left a message with my direct contact information. 
  
  Because ****** Undziss request for compensation is not justified, the request for compensation is respectfully denied. 
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  ****** *.
  Xfinity Mobile Regulatory Specialist
  *********************************
  

  Customer Answer

  Date: 08/20/2025

  [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: 23701477
  
  I am rejecting this response because:
  Thats fine but once I get my balance caught up how do I get it done I believe i tried before my account was behind and I was denied varios reasons where given but support just simply didnt know how
  
  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.

  Business Name: Comcast / Xfinity Mobile Complaint Type: Billing/Fraud Date Problem Started: January 2025 Details:I have been double charged since January 2025 for a single iPhone 16 Plus. Xfinity placed two phone numbers on one device (IMEI1: **********************************, IMEI2: 35 ****** ****** 7) ************ and ************ and charged me twice a month for the same phone. There has been no activity on the second number.On August 4, 2025, I visited an Xfinity store. Employees acknowledged the overcharges. The manager, ****** *******, submitted a fraud case (ECM0015612771) but refused to give me a copy or my billing history. He would not remove the extra line and told me to call ************** and **************. I still have not received a refund, resolution, or any **************** 2024, I also reported a lost iPhone SE (number ************) in-store and paid the phone off. Despite that, Xfinity continued billing me for the lost device.This has caused me financial harm, distress, and wasted time with no resolution. I am disappointed in how Xfinity has treated me as a long-standing customer.Resolution Requested:Full refund for all overcharges and unauthorized billing Written billing history for the device Removal of the second line Written resolution of fraud case ECM0015612771

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *******
  ********************;
  *************************;
  
  Case Number:23700487
  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 Mobile service.
  
  On August 5, 2025, I spoke with Ms. ******* regarding her concerns. On January 5, 2025, our records indicate that an order was placed for an Apple iPhone 16 Plus, **** ending in 9008, for a telephone number ending in *****. The order was established incorrectly with the telephone number ending in *****, and on January 5, 2025, a separate order was placed for a SIM card for **** ending in 8077 for telephone number ending in ***** for the same device.
  
  On January 5, 2025, the Apple iPhone SE, **** ending in 1870 for telephone number ending in ***** was disconnected. The last billing cycle statement where this device reflected charges was the December 25, 2024 January 24, 2025, billing statement. Our records do not reflect a reported lost device on January 5, 2025, or prior. Per Xfinity Mobile policy, the device continued to be billed, and the remaining balance of the device payment plan became due and payable upon disconnection of service. On January 5, 2025, an immediate invoice was generated for the balance of the device payment plan and the remaining balance of the Apple iPhone SE was paid in full. On August 4, 2025, the **** ending in 9088 for telephone number ending in ***** was disconnected.
  
  On August 4, 2025, an escalation case was submitted to review the additional order that was placed on January 5, 2025. The case was resolved on August 10, 2025, with the remaining balance of the device payment plan that was associated with the **** ending in 8077 accelerated and a corresponding credit applied to the account. The acceleration and corresponding credit will reflect on the July 25 August 24, 2025, billing cycle statement.
  
  On August 5, 2025, a refund for charges incurred for the **** ending in 8077 was requested. The normal timeframe to receive the refund back to the payment method on file is one to three days, depending on the financial institution. The refund was completed back to the payment method on file on August 8, 2025. On August 12, 2025, an attempt was made to confirm receipt of the refund with Ms. ******** but it was unsuccessful. 
  
  On August 7, 2025, an email of billing statements were sent to Ms. ******** confirmed email address, as requested. 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