Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

28,100 total complaints in the last 3 years.
9,085 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/04/2025
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 signed a contract with Xfinity mobile for a new iPhone and trade in on my old iPhone. They will not honor the contract I signed. Will not accept the new IPhone back. And just told me by phone they will give me bad credit!
Business Response
Date: 08/26/2025
August 26, 2025

BBB of ******************* & ********************
*****************************************************************************************************************************

Re:********* ******
***********************************************************************

Case Number:23699493
Date of Notice:August 5, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to our office by ********* ******.

Regarding the device trade-in promotion, on April 21, 2025, ********* ****** purchased an iPhone 16e. 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 an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.

********* ****** satisfied the promotional requirements and was successfully receiving the monthly device payment credits in accordance with the promotional guidelines. On July 18, 2025, ********* ****** cancelled the Xfinity Mobile services; therefore, the promotional credits were removed from the device.

********* ****** was advised that the promotion was for a discounted amount, in which the credits were correctly being applied. ********* ****** advised that the device was dropped off at the local Xfinity store due to not receiving a return label via email.

On August 6, 2025, as a courtesy, the device balance was accelerated and credit was applied to remove the June 26 through July 25, 2025, billing cycle and the remaining device balance. ********* ****** was educated that the account will automatically close on August 25, 2025, at the close of the billing cycle.

On August 6, 2025, an Xfinity Mobile Regulatory Specialist called ********* ****** and explained the above information.

Should you have any questions, please feel free to contact us.

Sincerely,

****** *.
Xfinity Mobile Regulatory Specialist
********************************
Customer Answer
Date: 08/27/2025
I will not accept Comcast response to my complaint until I have in writing from Comcast that they received their IPhone 16E. I dropped it off at the Xfinity store in ***********, In. I will not pay for this phone. It is a breech of the contract I signed in April of 2025! Xfinity Mobile lied to me from the first telephone conversation with their representative.
Initial Complaint
Date:08/04/2025
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.
Comcast/Xfinity has billed me $12/month for a third cable box that I returned in person to their ****************, MD office before it closed in July 2019. I currently only have two boxes in use, yet I have continued to be billed for ******** the time of the return, I was told that the equipment had been removed from my account, and I was given documentation (which I no longer have). When I recently contacted Comcast to correct the issue, I was told by a supervisor, *********** (ID ********, that it was my responsibility to call Comcast after the return to have charges removeddespite not being told this at the time and being unable to find any such policy in writing.I requested that he provide this policy in writing, and was told nothing could be sent and that the policy isnt posted on their website. I believe Comcast has documentation in their internal records proving the return.I am requesting a refund of $864 (6 years of incorrect billing at $12/month), correction of my account, and a review of Comcasts billing and customer communication practices.
Business Response
Date: 08/06/2025
August 6, 2025

BBB of ******************* & ********************
***************************************************************************
**********************

Re:       ***** ******
            ********************
            Prince ********** MD 20678

Case Number: 23699414
            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 5, 2025, I spoke with Ms. ****** regarding her billing concerns. Comcast does not have record of Ms. ****** returning one of her set-top-boxes prior to August 4, 2025, nor do we have consent recorded to remove a set-top-box rental code from the account.Due to this, Ms. ****** has been subsequently billed for three set-top-boxes.

On August 4, 2025, the third set-top-box rental code was removed from the account. On August 4, 2025, ********* was provided with billing adjustments, and a one-time courtesy credit.These credits will be seen on the statement that will be generated on August ******.

On August 5, 2025, I advised Ms. ****** that all billing statements inform customers that they have 120 days from the date of the bill to dispute any charges that are included in the bill in question. During this conversation, I assisted Ms. ****** with obtaining her full billing statements via the Xfinity app.

On August 5, 2025, I provided a one-time courtesy credit, which will be seen on the August 9, 2025, billing statement. Our records confirm that a refund is not warranted, and the billing on the account was accurate at that time. I apologized for any inconvenience and overall experience 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,

****** *.
Comcast | Executive Customer Relations
Initial Complaint
Date:08/04/2025
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.
Earlier today, a tree fell on the lines feeding the neaborhood. Power was restored rather quickly (less than 2 hours) but the only way to get internet services restored was to contact Xfinity. I contact them, reported down lines, and they proceeded to schedule an appointment to troubleshoot my router. I explained to them several times that a tree fell on the lines outside the home and damaged them and they needed to focus on that and not my modem. However they refused to acknowledge the downlines and said that this was they way. They continued to call back to confirm the "appointment" even through I explained to them that this was an issue outside the house and not inside. On the final call, they stated someone would need to be home to let them in. I refused and told them that the issue was outside the house on the street and not inside the house in any way what so ever. They then proceeded to tell me they needed to troubleshoot my router to which I gave up and came to here to fine the complaint.
Business Response
Date: 08/20/2025
August 20, 2025

BBB of ******************* & ********************
**********************************************************************************************************************************

Re:****** *****
***************************************************>******************

Case Number:23699372
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 Mr. ****** ***** regarding Xfinity service.

On August 5, 2025, a service visit was scheduled where a technician investigated the service issue, replaced the drop cable line to the home and referred the matter to Comcast's Maintenance team for damaged hardline from a tree that fell on it. On August 7, 2025, a maintenance technician visited Mr. ******* location and corrected the service issue by repairing the hardline.

On August 13, 2025, I spoke with Mr. ***** and confirmed services were working normally. A credit was applied to Mr. ******* account on August 13, 2025 to compensate for service interruptions which will reflect on the billing statement dated August 22. 2025.

Further review indicates that signal levels are not within specifications. On August 13, 2025, a maintenance technician created a ticket for signal leakage which was resolved on August 14, 2025. On August 16, 2025, a maintenance technician advised signal levels were within specification at the tap. However, due to the length of the cable line to the home there is signal loss. It was determined that if Mr. ***** experiences any further service interruptions an in-home service visit it will be required to check the wiring inside the house. On August 20, 2025, I communicated via email with Mr. ***** to advise him of 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:08/04/2025
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.
Company keeps saying we have a bill that wasnt paid. It had been paid. We payed twice in one month
Business Response
Date: 08/19/2025
August 19, 2025

BBB of ******************* & ********************
***************************************************************************
**********************

Re:       ***** *****

            , KY 42701

              Case Number:                    23699359
            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. ***** *****, who is authorized on the account, regarding a billing concern. Our records indicate that the account number ending in 5372 was created on July 11, 2019. The first billing statement was issued on July 18, 2019, and reflected services billed from July 18, 2019, through August 17, 2019 with payment due by August 8, 2019. Payment was not received, and the balance due was carried over to the August 14, 2019 billing statement, which also included new charges for services billed from August 18, 2019, through September *******. The past due balance was due upon receipt and the new charges were due by September 4, 2019.

On August 26, 2019, a partial payment was received for only the services billed from July 18, 2019, through August 17, 2019, leaving a balance due for services billed from August *******, through September 19, 2019. The payment was shown on the September ******* billing statement, which included the past due balance from the previous statement and new charges for services billed from September 18, 2019, through October 17, 2019.

Beginning with the first billing statement issued on July 18, 2019, the account remained behind by at least one billing cycle with a past due amount carrying over each month. Payment in full for the total statement balance each month is necessary to prevent a delinquent balance.

The billing statement issued on June 14, 2023, consisted of a past due balance for services billed from May *******, through June 17, 2023, and new charges for services billed from June *******, through July 17, 2023. The past due balance was due upon receipt and the new charges were due by July 5, 2023. On July 3, 2023, a partial payment was received for only the services billed from May 18, 2023, through June 17, 2023,leaving a balance due. The payment was reflected on the July 14, 2023 billing statement. The July 14, 2023 billing statement consisted of a past due balance for services billed from June 18, 2023, through July 17, 2023, and new charges for services billed from July 18, 2023, through August 17, 2023. The past due balance was due upon receipt and the new charges were due by August 4, 2023.

On July 28, 2023, a partial payment was received for the services billed from June 18, 2023, through July 17, 2023,leaving a balance due. The payment was reflected on the August 14, 2023 billing statement. The August 14, 2023 billing statement consisted of a past due balance for services billed from July 18, 2023, through August 17, 2023, and new charges for services billed from August 18, 2023, through September *******. The past due balance was due upon receipt and the new charges were due by September 4, 2023. The subsequent payments continued to be less than the total amount due, causing a balance to be carried over each month, resulting in the account remaining in a delinquent status.

The billing statement issued on June 14, 2025, consisted of a past due balance for services billed from June 18, 2025, through July 17, 2025, and new charges for services billed from June 18, 2025, through July 17, 2025. The past due balance was due upon receipt and the new charges were due by July 5, 2025. On July 3, 2025, a partial payment was received only for the services billed from June 18, 2025, through July ******* and was reflected on the July 14, 2025 billing statement. The billing statement issued on July 14, 2025, consisted of a past due balance for services billed from June 18, 2025, through July 17, 2025, and new charges for services billed from July 18, 2025, through August 17, 2025. The past due balance was due upon receipt and the new charges were due by August 4, 2025. On August ******, a partial payment was received for only the services billed from June *******, through July 17, 2025, leaving a balance due for services billed from July 18, 2025, through August 17, 2025. The payment will be reflected on the August 14, 2025 billing statement. Payment for the total balance due shown on the monthly billing statement is needed to bring the account current.

Our records do not support that any payments have been received and not applied to the account. The account has been billed accurately. The request for compensation is not supported by company records and is respectfully denied. On August 12, 2025, I spoke with Mr. ****** *****, the account holder, to provide the aforementioned findings.I provided customer education that Mr. ***** may view the billing statement issued over the last 24 months using his online Xfinity account. As a courtesy,Mr. ***** was emailed the billing statements issued from July 18, 2019, through September 19, 2019, and June 14, 2024, through August 14, 2023. 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:08/04/2025
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.
The voice recognition automated customer service line will stop responding after a short period of time. On multiple calls to attempt to get information on a billing statement the line goes silent for 10+ minutes after the system asks a question about which department to route to.
Business Response
Date: 08/14/2025
August 14, 2025

BBB of ******************* & ********************
***************************************************************************
**********************

Re: **** **********
CO 80021

Case Number: 23699145
Date of Notice: August 4, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by **** **********.

I made several attempts to contact **** ********** to discuss the concerns raised in the complaint. Unfortunately,all contact attempts were unsuccessful. In order to resolve this matter, contact with **** ********** is necessary.

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,

***** ** *.
Case Manager | Executive Customer Relations
Initial Complaint
Date:08/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 2, 2025, we called Comcast to adjust our service, and they verbally agreed to charge us $279.14 per month. Rather than lower our monthly bill, they significantly raised our bill and charged us for a plan we never agreed to. We received a bill dated from July 19, 2025 for $1,1246.40 with a past due amount of $709.59. We called customer service twice, once on July 24 and once on July 28, were switched to multiple different representatives and spent over 3.5 hours on the phone. We were told by multiple representatives that our most recent bill was a mistake and that the plan should be adjusted to $279.14/month, as agreed to. However, no one ever adjusted our plan or our statement. Finally, they sent a technician to our home to enter some code on our phone and "complete the work order." However, the technician who arrived had no idea what he was supposed to do or what our work order was. All he was told is that we wanted to spend $100 for a new faster modem, which is incorrect.I believe that comcast is purposely trying to extort more money from us than we agreed to pay at the threat of disconnecting our service soon. They have repeatedly refused to make the changes they agreed to on the phone, and made no good faith effort to correct their "mistake".
Business Response
Date: 08/25/2025
August 25, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       **** *****
            *************
            ******, ** 02458

            Case Number:                    23699060
            Date of Notice:             August 4, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** *****, authorized user of account holder *********** **********, regarding Xfinity service.

I communicated with ************* and Ms. ***** between August 5, 2025, and August 14, 2025. Our records indicate the account was enrolled in the Super Triple Play at the retail rate. The package includes Limited Basic, Expanded Basic (Kids & Family,Entertainment, Sports & News), Digital Premier Tier, More Sports & Entertainment Package, Streampix, HD, ************ Gigabit Plus Internet, ******* Standard (HD) Plan, and Xfinity Voice Unlimited. Additional services, equipment, taxes,and fees are separate and subject to change.

On June 2, 2025, a change of service order was added to the account to upgrade to the *********** package that includes Limited Basic, Sports & News, Kids & Family,Entertainment, 50+ Additional Channels, Streampix, HD Programming, and 20 Hours of ************ Gigabit X2 at a promotional rate and includes the modem rental fee, effective June 2, 2025, through June 25, 2030; then retail rates will apply. This promotional price includes a monthly multi-product discount, which will remain effective as long as the same level of service is maintained. Any additional equipment, service, tax, or fee is billed separately and subject to change with a 30-day notice. However, due to an error, this change of service was not completed fully in our system, which resulted in the account being billed for both packages in error.

There was a modem swap charge included in the change of service order entered on June 2, 2025. On August *******, the modem swap charge was removed from the service order. The account was never charged for the modem swap.

August 14, 2025, Comcast modified the June 2, 2025, order to restore billing to the Super Triple Play.This modification included an effective billing date of June 2, 2025. On August 14, 2025, the order was fully completed. The August 19, 2025, billing statement reflects this change, along with prorated credits for the previously duplicate billing.

On August 21, 2025, a credit was applied to the account and will appear on the September 19, 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,

****** *.
Executive Customer Relations
Initial Complaint
Date:08/04/2025
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 laid-off a couple of months ago and unable to make my recent payment, I set up a payment arrangement on the site originally for 7/30, when I realized I wasn't going to have my unemployment check by then, I chatted asking to move it to 8/2 or 8/4 if possible which the agent did. I then chatted again to get confirmation and that agent told me it was taken care of and I actually had until 8/21 to make a payment and my service would not be disconnected, I was thrilled! Then I received a call from Xfinity and I told that agent I was all-set but he asked what I needed originally, I told him and he confirmed the date had been moved past the 4th, when I asked him to what date, just to confirm it was the 21st, he said the 7th. I knew I would have my money on the 6th so I didn't care if it was the 7th or the 21 st as both would be fine so I let him go. Then today, my services were disconnected (on the 4th). I called and spoke to a woman who at first was very nice, I think her name may have been ****** but I didn't write it down. She eventually told me though that there was no record of any of my chats and that agents would not have been able to extend me past the 2nd and the only reason my services were disconnected today instead of the 2nd was because of the weekend. I was shocked that there were no records of my chats since I had chatted with 3 different agents and no record of my phone call either. Luckily I had downloaded the chat transcripts and offered to send them to her or to give her the chat number. She declined and said it didn't matter because the agents may have said it but they didn't have the power to do it. I asked her if that seemed right to her which she admitted it didn't but it was the facts. I asked for a supervisor and was told after a long wait, I would get a call back which I never did. I have attached the chat transcripts and I want a credit to my account for being lied to by not 1, not 2 but 3 agents about my services not being turned off
Business Response
Date: 08/21/2025
August 21, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ***** Kukelka
*************************************************
******, NH 03060

Case Number: 23698501
Date of Notice: August 4, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.

Between August 5, 2025, and August 7, 2025, I communicated with Mr. ******* regarding a payment arrangement request. Our records indicate on July 15, 2025, Mr. ******* accepted an arrangement to pay their full balance on or before August 2, 2025.

On July 31, 2025, Mr. ******* requested to extend the arrangement to August 4, 2025; however, the arrangement was cancelled instead of modified, and a payment was scheduled to be drafted on August 2, 2025, instead of August 4, 2025, in error.

On August 2, 2024, the previously scheduled payment failed to process and on August 3, 2025, services were suspended for nonpayment. On August 4, 2025, Mr. ******* made payment of his past due balance and services were restored on August 4, 2025.

On August 7, 2025, a courtesy credit was applied to the account and will reflect in the August 20, 2025, billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****** *.
Executive Customer Relations

Customer Answer
Date: 08/21/2025
I would like it to be noted that the companies response did not include their acknowledgement that multiple agents lied to me regarding this interaction. It also does not accurately portray the series of events related to my bill. They did give me a credit which was generous although given the severity of the poor service I was expecting more than $100. I won't pursue this any further but I want all of the facts known and It should also be pointed out that a quick ****** search will show a pattern of the offshore agents working for Xfinity lying to customer to just get rid of them and then customer having to deal with the aftermath. The entirety of Xfinity's customer service operation should be investigated and overhauled.
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 am choosing to accept the response but as indicated in the additional information I provided today, their response does not accurately portray the series of events and does not fully address the lies told by multiple agents. A quick ****** search shows this to be a problematic pattern with the outsourced staff working for the company and it should be further investigated and their customer operation needs a serious overhaul.

Regards,

***** *******
Initial Complaint
Date:08/04/2025
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.
This is a long-standing unresolved Xfinity Mobile Fraud Case done by a few "rotten" Xfinity Partner Store employees who had been fired since.The information about this exact case is documented in Xfinity Executive Resolutions ECM ticket: **************** had been 9 months since the fraudulent phone lines opened under my name without my permission and the charges started showing up on my credit card ******** had been 4 months since this ECM ticket opened and the Xfinity Corp probably had discovered this type of fraud long before.But I still haven't got a single word, no email, no phone call, no plain letter.I had went into physical store and called customer support hotline multiple times for the status on the *** ticket, but each time they just told me there is no resolution, and I just have to wait for a few more weeks and check again.I'm asking Xfinity Mobile Executive Resolution team to take this case seriously and provide me full refund as soon as possible.Otherwise, I will have no choice but start a Credit Card Charge-back on the $734.84 that Xfinity Mobile had charged "illegally" from my credit card without my permission and without providing the promised service.
Business Response
Date: 09/05/2025

September 5, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:       Hang Du
            ****************
            *********, ** 94306

File Number:             23697887
Date of Notice:             August 4, 2025

To the Better Business Bureau:

This letter responds to the above-referenced complaint submitted by Hang Du.

We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We have reached out to Hang Du directly and discussed their concerns.

Hang Du has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

******** *.
Xfinity Mobile Executive Resolutions
*******************************

Customer Answer
Date: 09/05/2025
[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,

Hang Du
Initial Complaint
Date:08/04/2025
Type:Billing 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 have been trying to cancel Xfinity's NOW ******************* as it doesn't work. I've only been able to use 1 out of the 3 channels advertised. I've been on the phone or web with them for two hours without any reasonable solution other than no one at Xfinity is allowed to cancel Xfinity NOW *********** services. It doesn't work and I don't want charged for it. I have disputed the charge on my latest credit card account statement.
Business Response
Date: 08/18/2025
August 18, 2025

Better Business Bureau
****************************;
********************

Re:**** *******
********************************************************************

Case Number:23697771
Date of Notice:August 4, 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 5, 2025, I spoke with Mr. ******* regarding the cancellation of the Now Streamsaver subscription. I explained that the subscription must be canceled through the ******************************************************** page as this is a prepaid service. I provided Mr. ******* with step-by-step instructions on how to complete the cancellation. Mr. ******* was able to successfully cancel the Streamsaver subscription during our conversation.

On August 10, 2025, I emailed Mr. ******* to advise that Now Streamsaver is a prepaid service, and due to the services being activated for the current billing cycle, refunds and prorated credits are not available even if the service is cancelled. Mr. ******* will continue to receive full access to the service through August 21, 2025. The automatic payment option has been disabled. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust this ****** provides your office with the information required for resolution in this matter. If you have any questions or need additional information, please contact me at **************.

Sincerely,

***** *.
Executive Customer Relations

Customer Answer
Date: 08/18/2025
[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:08/04/2025
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.
Signed disconnect service from on june 10th 2025 and called 6 times to disconnect comcast service but my account is still active and they sending bills, customer service telling same thing every time " in 24 or 48 hours someone will contact you" but no one contacts me
Business Response
Date: 08/18/2025

August 18, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:****** *****
c/o **************
*************************;
*****************

Case Number:23697407
Date of Notice:August 4, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ***** regarding Comcast Business Service.

On August 5, 2025, I spoke with Mr. ***** and confirmed that his Voluntary Disconnect Request Form was signed on June 10, 2025. A billing system issue prevented us from processing his disconnect request initially. On August 7, 2025, we successfully disconnected the account and issued a credit adjustment to cover services from June 10, 2025, to August 7, 2025. A final billing statement will be sent on September 1, 2025. 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,

Faith B.
Executive Customer Relations

Customer Answer
Date: 08/19/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

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