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 Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:

  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 spoke with a Comcast Retention *** on 7/10 (***** ******) about the internet service at our business. When we opened 10 years ago we were told by Comcast we had to get a package that includes 50 MBPS internet, Cable TV and 2 phone lines (1 main number and 1 for fax). The purpose of my most recent call was to remove the Cable TV, remove the fax line and upgrade our internet speed. The *** sent the attached contract offering 300 MBPS and 1 phone line (with voicemail) for $149.99 monthly; I was told Comcast would be in touch about scheduling someone to come out and upgrade the equipment to accommodate the new speed.I didn't hear anything for 2 weeks so I reached out to Comcast again. After 30 minutes of navigating extraordinarily frustrating automated menus I finally managed to speak with another Comcast Retention *** named **** ******* who said she didn't see the original order and could send over a new order for $169.99 monthly. I mentioned that I signed the attached contract at the lower price and would like that price to be honored, but she said that wasn't possible. She then said she would contact Samar internally to reach out to me about the original pricing and--after not hearing anything--I followed up with **** today. She responded by saying she wasn't sure why I was following up; I reminded her of our conversation and she said Samar was supposed to reach out to me last week and that she would contact him ******** the end of the day, what I'd like is for Comcast to honor the original contract as attached at the $149.99 monthly price. This contract should include the 300 ************ and 1 phone line *************) with voicemail per my conversation with Samar. It's pretty appalling that Comcast is willing to completely ignore a previously signed contract because the pricing changes between calls.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** ******
              ***********************
              *********, MD 20852
  
              Case Number:              23696327
              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.
  
  Our records indicate Push Pull Decorative Hardware requested a 24-month agreement for the Business Internet Standard and ********************* with a Mobility line On July ******. Due to issues with the documentation, the order was delayed.
  
  On August 7, 2025, I spoke with Mr. ****** and advised of the above information. I advised I would follow up with his renewal representative to expedite the order. Our records indicate the order was corrected and the promotional package became effective August *******, and is expected to expire August 15, 2027.
  
  On August 15, 2025, I followed up with Mr. ****** via phone and advised that the promotional pricing and removal of his secondary phone line was backdated as a courtesy to July 9, 2025, when he first contacted Comcast Business to request new pricing. Mr. ****** confirmed he had no additional questions or concerns regarding his business account. 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,
  
  
  ****** *.
  Business Executive Support

  Customer Answer

  Date: 08/22/2025

  [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: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.

  On Tuesday, 12/31/24 @ 1:26 P.M., I dropped off the IPhone at the *** ***************************************. Estimated pick-up date, Thursday, 1/2/25. On Friday 1/3/25 @ 11:26 A.M., I called ************* & was notified that the IPhone was left at the dock (????).My return was legitimately sent back via ***. Im now in collection and being harassed by Xfinity and the collection company, ********. The phone hasnt been in my possession since I sent it back on December *******. I was instructed by Xfinity employee, Max, that I was able to return the phone if I wasnt ************ sister, whom I live with, is now being harassed by Xfinity also.This has to stop because we are getting sick over this!I would appreciate if BBB could put an end to this. Thank you

  Business Response

  Date: 08/21/2025

  
  August 21, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: ******* ********
  *******************
  ******************
  
  File Number:23696245
  Date of Notice:August 4, 2025                              
      
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* *********
  
  On August 4, 2025, I spoke with Ms. ******** regarding her billing concern. Our records show an iPhone 14 with was purchased ad shipped on December 26, 2024. Xfinity Mobile offers customers a 14 day return window from when the device is shipped. 
  
  Xfinity Mobile must be notified of a return as we will provide a prepaid ***** return label. Our warehouse responded they could not locate the device with device ID or with *** tracking number provided by Ms. ********* Ms. ******** will remain responsible for the balance of the device. The account is currently past due. The account was written off on June 28, 2025. To have the account removed from collections the amount must be paid in full. I apologized 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,
  
  
  ****** *.
  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: 23696245
  
  I am rejecting this response because: This attached drop-off *** receipt shows I responsibly sent back this IPhone on December ******* @ 1:26PM. It was sent to: Xfinity Mobile, ********************************************. Where this phone went from there is not my responsibility. 
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

• 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.

  In May 2025, my phone stopped charging properly and I found out it was a battery issue. I went to my local Xfinity store to see how to file a claim and was told insurance was no longer on my device. I was told at that point I would have to call the ***** number to complain. That whole process became the biggest disaster. First of all, it is extremely difficult to speak to a human. You call in and the entire automated system keeps trying to make you receive a chat from Xfinity Assistant. You select that option and its not guaranteed you will chat with a human, it's almost always a bot or you keep getting transferred to agent after agent. I ended up speaking ot a human and that agent screwed up my entire bill by removing my lines then readding everything, charging me $25 activation fees for lines I already had. She also removed my promo for my free watch. My bill went from $200 to $400 all in a matter of minutes. I didn't notice it until the statement closed at which point I complained and was told by the ********* he would submit a ticket. This was in June. It is now August and the issue is not resolved. I called in today and was told in order to get my watch promo back I will have to call in every month for a credit. Which is insane. I DO NOT WORK FOR XFINITY AND IF I DID, I WOULD ASSUME A MONTHLY CREDIT WOULD BE ON MY ACCOUNT. BUT IT'S NOT. THEREFORE, DO YOUR JOB! As I am typing this, I have been on the phone with you all for an hour and a half with no resolution still. This is a Monday morning. I have work to do. These are problems you all created. At this point, I feel as if I work for Xfinity part-time given the amount time I am spending trying to resolve issues that they made. It's so extremely frustrating. My next step is to cancel the services completely because I have kids to raise, a full-time job and a business. I should not have to constantly follow-up and go through the headache to get issues resolved. Please adjust my Mobile statements.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       Makasa *****
              ***********************
              ***********, FL 32303
  
               Case Number:              23696229
               Date of Notice:             August 04, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by Makasa *****.
  
  On September 11, 2025, Makasa ***** purchased the Apple Watch SE. At that time,Xfinity offered a promotional code 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 and activate a new line within 30 days of the order. If the line is canceled,voluntarily or involuntarily, or device payments are accelerated, the credits associated with device payments are lost.
  
  Makasa ***** satisfied the promotional requirements and was receiving the promotion as intended until the line was ceased on the Apple Watch on May 27, 2025.
  
  Regarding the Xfinity Mobile Care plan, on May 23, 2024, Xfinity Mobile Care coverage for the Apple iPhone 14 Pro Max was removed due to non-payment. On June 2, 2025, a request to reinstate Xfinity Mobile Care for the Apple iPhone 14 Pro Max was respectfully denied, as coverage was appropriately canceled due to nonpayment.
  
  Regarding the line activation fee concerns, Makasa ***** was billed an activation fee for three lines during the billing period of May 24, 2025, through June 23, 2025.On August 04, 2025, a courtesy credit adjusting the charges was applied to the July 24, 2025, invoice.
  
  On August 12, 2025, an Xfinity Mobile Executive Resolutions Specialist spoke with Maksa ***** and explained the above information. On August 12, 2025, we accelerated the remaining device balance for the Apple Watch SE to the August *******, invoice and applied a one-time credit to offset the charge. On August 4 and 12, 2025, additional courtesy credits were applied toward the July *******, invoice.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  ******* *. 
  Xfinity Mobile Regulatory Specialist 
  ********************************
  

• 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.

  October 2024, I contacted Xfinity because I was having an internet issues. I was told my modem was outdated and should have been replaced years ago. A new modem was sent. I specifically asked what to do with the old modem and was clearly instructed to discard it, that it was obsolete and would be removed from my account. I trusted this information. I have been a longtime Xfinity customer and always respected the company. I had never had an issue before, so I did not question discarding the equipment.Since then, Ive unknowingly been charged for both modems because I discarded my the old equipment. Nothing was mentioned in multiple calls until June 2025, when I contacted Xfinity about a service change. Thats when I was asked when I would be returning my old modem. I explained that I followed their employees instructions. I asked them to pull the call recording. They never did. I feel the representative and Xfinity should be held accountable for this misinformation, but instead I have been punished and stolen from since October of 2024.Since June of this year, Ive been promised a refund at least 15 times, always guaranteed within 3 to 5 business days. I followed up every time. No refund ever arrived.I continue to be billed for equipment I do not have, and I am being forced to stay with Xfinity. My contract expired, and I am now paying higher rates. But I cannot cancel without being charged again for the modem I was told to discard. I have already overpaid nearly a year for it. I feel financially trapped by a dishonest, unethical, and disorganized company.This has severely impacted my health. I have free legal support through my employer and am working with counsel to resolve this. But this was our first step. We estimate over $200 in overcharges and pain/suffering.I am demanding a full refund from Xfinity and account correction. I am being held hostage by them until this is resolved as I cannot cancel services without repercussions.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** ***
              ****************
              ************,** 18704
  
                Case Number:                    23696208
              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 ****** ***, regarding Xfinity service.
  
  On August 5, 2025, I spoke with ****** ***, regarding equipment charges. On September 21, 2024, a new modem was added to ****** **** account,and the old modem was disabled. Records show the old modem was not removed from ****** **** account, during the process. Additionally, records indicate beginning on the October 1, 2024, billing statement, ****** **** account reflected charges for a modem rental and inactive internet/voice equipment.
  
  On August 4, 2025, our records indicate that a credit was applied to ****** **** account for disputed equipment charges. This credit will reflect on the September 1, 2025, billing statement. Additionally, records show ****** *** received additional credits in the month of July 2025. The credits were reflected on the August 1, 2025, billing statement.
  
  On August 5, 2025, I spoke with ****** ***. The associated charges were removed from ****** **** account, as of August 5, 2025.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust that this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• 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.

  On May 15th, 2025, I moved to a new residence, and informed Xfinity to cancel my service. It is now August 4 2025, after multiple calls, the service is still on and Xfinity keeps billing me. They hang up on me when I ask for the refund (they just did it again today at 9:02AM 8/4/25. I need them to 1) Cancel the service/disconnect and 2) refund me $256.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   *********** ******
           **********************
           **********, DE 19947
  
           Case Number: 23695824
           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 *********** ******.
  
  On August 4, 2025, *********** ******* services were disconnected with an effective date of May 31, 2025. On August 4, 2025, a billing statement generated reflecting a credit balance. On August 5, 2025, a credit was applied to the account for a previously assessed late fee, increasing the credit balance.
  
  I made multiple attempts to reach Mr. ****** to review the above, but I was unsuccessful in reaching him.  
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations 
  

  Customer Answer

  Date: 08/27/2025

  Comcast agreed to refund half the owed amount to me and cancel all future bills. It took too long to cancel my service. Even though I received some of my money back, their business practice of refusing to cease service without making a federal case out of it needs further scrutiny. How many other customers were treated like me? How many just gave up? How many had their credit affected by incorrect and poor business practices.  Thank you for your help in resolving the matter. I appreciate it.

   

• 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 cancelled a Xfinity mobile account (possibly account *********) in March 2025 with nothing owing on the account. I received another bill in April and confirmed with a Xfinity agent on April 30, 2025 that the account was closed with no balance due. On June 11, 2025, I received an outstanding payment due notice from Xfinity mobile for $21.72. I contacted Xfinity who agreed the amount was not due and confirmed this by email. Now I have received another bill saying that $26.72 will automatically be charged to my credit card on August 22, 2025. No matter what I do, no matter how many times Xfinity mobile agrees there is no outstanding balance on the account, I keep receiving bills with a warning my credit card will be billed.

  Business Response

  Date: 08/08/2025

  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *******
  *********************************************************************************
  
  Case Number:23696059
  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 Mobile service.
  
  On February 23, 2023, Mr. ******* initiated the purchase of a ******** ************ subscribing to the By the ******** plan with a Device Payment Plan spread out over 24 months.
  
  On March 22, 2025, Mr. ******* voluntarily canceled the Xfinity Mobile services. Mr. ******** payment for the final bill for services from March 2-April 1, 2025, was disputed. When a customer disputes a payment with their financial institution the system recharges the disputed balance on the next billing cycle. On the June 2-July 1, 2025 billing statement, the disputed payment amount was re-added to the balance and a valid late fee was applied.
  
  On August 5, 2025, I spoke with Mr. ******* regarding his Xfinity Mobile concerns. Mr. ******* stated that on March 22, 2025, an agent advised that his remaining balance after cancelling services was zero. I explained the billing cycles and charges, as well as the system recharging for disputed payments. As a courtesy, I applied a credit to the immediate balance on the account, bringing the balance to zero. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 08/08/2025

  [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: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 September 22, 2024, I purchased an iPhone through xfinity that I never received. I have filed multiple cases with xfinity, I have tried reaching out to *****, and I have filed disputes with Discover card, all which have gone nowhere. I hope you can help rectify the situation. Xfinity order number: ******************* ***** tracking number: ************ I attached screeenshots. Please note that ending destination of ************* in the ***** screenshot is a ***** warehouse and not my delivery address.Please let me know if you need anything else.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *******
  ***********************************************************
  *********************
  
  Case Number:23696046
  Date of Notice:August 4, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted your office by ******* *******.
  
  On August 5, 2025, an Xfinity Mobile representative spoke with ******* ******* regarding their Xfinity Mobile concern.
  
  On September 24, 2024, ******* ******* purchased an Apple iPhone 16 Pro Max and opted to pay in full. Due to a shipping issue, ******* ******* never received the device. A ticket was created for shipping issues, and the claim was approved. 
  
  On April 15, 2025, a partial refund was initiated for the original purchase of the device, back to the card on file. Due to the full charge not being able to be refunded to the card on file, a manual refund was requested. However, due to a lack of management approval being added for this refund, the request was closed. 
  
  On August 5, 2025, the Xfinity Mobile representative resubmitted the manual refund and provided manager approval. On August 6, 2025, the refund was processed. A check will be mailed to ******* ******* and can take up to 7-15 business days to be received. We will follow up with ******* ******* to verify the refund is 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,
  
  
  ******** *.
  XM Executive Resolutions 
  ************** Extension 3005033
  
  

• 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.

  Xfinity has been trying to change me for cameras that I sent to them over two years ago. I provided them the confirmation number of the package being recorded but they refuse to drop this bill, instead Xfinity have put this on my credit and sent the bill to a collectors. Here's my proof that I sent everything back. *******, **, ************* 04/10/2024 8:41 P.M.Departed from Facility **********, **, ************* 04/10/2024 6:38 P.M.Arrived at Facility **********, **, ************* 04/10/2024 4:59 P.M.Pickup Scan **********, **, ************* 04/09/2024 12:37 P.M.Label Created Shipper created a label, *** has not received the package yet.United States Shipment Details

  Business Response

  Date: 08/22/2025

  
  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
   
  Re: ****** *****
  792 P.O. Box
  ****************
  
  Case Number:23695828
  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.
  
  According to account records, Ms. ***** ordered Xfinity Self Protection with the purchase of four indoor/outdoor cameras divided into 24-month installments on February 28, 2024. Order approval was captured via text message. On April 9, 2024, Ms. ***** disconnected her services, causing the installment plans for the cameras to bill in full on the final statement. On April 9, 2024, a customer support agent emailed a return label to Ms. ***** to return the Xfinity cameras and internet equipment. 
  
  On August 5, 2025, I contacted Ms. ***** regarding the camera charges. On August 5, 2025, Ms. ***** returned my call and emailed me with additional documentation regarding the return of her Xfinity cameras and requested that we communicate via email. On August 7, 2025, I applied adjustments for the cameras after confirming via the tracking number 1Z9Y648R0318141800 that Ms. ***** provided that the cameras were returned within the 30-day money-back guarantee period. On August 7, 2025, I advised Ms. ***** that I had applied the adjustments for the returned equipment.
  
  A Xfinity Executive Customer Relations representative spoke with Ms. ***** on August 15, 2025, regarding the bill and the collection notice on Ms. ****** credit report. On February 28, 2024, Ms. ***** accepted, via text, Xfinity Home Self Protection Home Security four (4) Xfinity Home Security cameras with the payments divided into 24 monthly installments from March 4, 2024, through February 4, 2026. The Xfinity Home Security equipment is purchased and owned by the customer. Any unpaid balance for the equipment is owed at the time of disconnection. On March 10, 2024, a balance was posted to Ms. ****** account for the billing period of March 14, 2024, through April 13, 2025. On April 9, 2024, Ms. ***** cancelled her service. At that time, the amount owed for the Xfinity Home Security cameras would have to be paid in full. On April 9, 2024, a balance was posted to Ms. ****** account. This balance included four charges for the unpaid balance on each camera purchased on February 28, 2025. No 
  
  
  payment was received, and the unpaid balance was written off to outside collections on June 9, 2024. This balance is considered an accurate and valid balance.
  
  On April 18, 2025, a payment was posted to Ms. ****** account, resulting in a remaining balance. On August 7, 2025, a billing adjustment was applied to the account and appeared on the August 9, 2025, final billing statement. This credit generated a credit balance. Due to the balance being valid and owed, Xfinity will not delete this from Ms. ****** credit record. However, because adjustments cleared the balance, this debt will be updated as having been paid and satisfied. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  ***** *.
  XH Sr *********************************************

• 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 am filing a complaint against Xfinity (Comcast) for mishandling a service-related case that I tried to resolve well in advance. On July 16th, I contacted Xfinity to explain that I was on temporary leave from work and would not receive a paycheck until August 23rd. I communicated clearly that I intended to pay at that time, and I was assured by multiple representatives that I would be eligible for a payment arrangement or installment plan and that my services would not be interrupted.Despite this, my services were disconnected on July 27th while I was out of town. My niece, who was staying at my home, informed me the services had never been restored. I made multiple follow-up calls throughout that week and spoke to four different representatives, but no one took accountability or followed through on the arrangement I had been promised. I find this unacceptable, especially given that I proactively reached out before any disconnection occurred in good faith to work out a resolution.The mishandling of this situation caused a major disruption and made it clear that my case was not treated with the care or integrity I was promised.

  Business Response

  Date: 08/07/2025

  
  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    ****** ******
           ********************************************
           ***********************************
  
           Case Number:   23695490
           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.
  
  Our records indicate that on September 10, 2024, ****** ****** accepted to a 24-month contractual agreement for Gigabit Extra Internet and ********** The package includes a promotional discount effective September 15, 2024, through September 14, 2026, at which time regular retail rates would apply. A free rate for the xFi **************** (which includes unlimited data and a modem rental) is effective September 15, 2024, to September 14, 2026, at which time regular retail rates would apply. 
  
  Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The promotion includes a 24-month term agreement, which is valid from September 13, 2024, through September 13, 2026. An Early Termination Fee will apply if ****** ****** disconnects her Xfinity Internet and TV during the term of the contract. The Early Termination Fee will not apply if you cancel within 30 days of installation, and it will decrease every month. The fee starts beginning the month after the 30-day cancellation period and decreases by each subsequent month.
   
  The June 11, 2025, statement was for services billed from June 15, 2025, to July 14, 2025, which included a past due balance, and a late fee. On July 2, 2025, a payment arrangement was created to be paid on July 11, 2025, with a pending soft disconnection on July 3, 2025. On July 10, 2025, the payment arrangement was modified to make the payment on July 23, 2025.
  
  On July 11, 2025, a payment was made, and the July 11, 2025, statement was for services billed from July 15, 2025, to August 14, 2025, which included a past due balance and a late fee. On July 26, 2025, the payment made on July 11, 2025, was returned, causing the account was placed into a non-payment disconnection on July 27, 2025. On July 28, 2025, an agent cancelled the non-payment disconnection order to restore ****** ******** service as a customer courtesy.
  
  On July 29, 2025, the account was placed back into a non-payment disconnection because a payment was not made. 
  
  On August 4, 2025, I spoke with ****** ****** and explained the information. I set a payment arrangement for August 22, 2025, cancelling the non-payment disconnection order and restoring the services. 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:08/03/2025

  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 recently moved from ******** to *****, ******** (due to work). In ********, my ISP was Xfinity and my cell carrier was Xfinity Mobile. Xfinity doesn't offer Internet in *****; since Xfinity Mobile requires utilization of their ISP, I'm forced to switch to a new ISP and cell carrier. - My family has 4 cell phone lines via Xfinity; all 4 phones are paid for and have been active for longer than 60 days. - On 8/2/2025, I requested a pin from ********************** to port 2 of my 4 lines to US Mobile. After porting over the lines and adding an eSIM, my phones were unable to work with US Mobile because they were still locked by Xfinity.- On 8/2/2025, I contacted Xfinity Mobile customer support. After dealing with numerous AI bots, I finally was able to discuss with a person who confirmed that my phones were unlocked. - On 8/2/2025, I talked with US Mobile customer support. Assuming that my phones were unlocked, they suggested that a physical SIM might address the issue. As such, I ordered physical SIM cards from Amazon.- On 8/3/2025, I installed the physical SIM cards with support from US Mobile. The phones still did not work. After adding the new SIM card, my phones gave the following error: "Phone locked. Your device can't be activated on another carrier's network right now. For help, please contact Xfinity Mobile customer support."- On 8/3/2025, I talked with Xfinity mobile support. They went through a procedure and said that my 4 phones would be unlocked within 30 minutes (I saved the transcript). 2 hours later, they are not unlocked. - I need my phone to securely log into my companies VPN; however, I'm unable to do so because I cannot receive texts. Currently, my phone number has been ported to US Mobile, but it's locked by Xfinity. As such, this is now directly affecting my job.- I've spent close to 10 hours on this issue and Xfinity is still unwilling to unlock my 4 paid phones.

  Business Response

  Date: 08/22/2025

  
  August 22, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: ***** ******
  ***********************
  ***************
  
  File Number:23695080
  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 ***** ******
  
  Our records confirm that Mr. ****** met the device unlock requirements and a request was successfully completed on August 5, 2025, to unlock the ******* Galaxy S23 and ****** Pixel 8 that were requested to be unlocked on August 3, 2025. The request confirms that unlock instructions were sent to Mr. ****** email. No codes were provided or needed.
  
  Our records show no additional device unlock requests have been submitted to Xfinity Mobile. Only the account holder, Primary user, or a Manager on a phones original Xfinity Mobile account can request to have it unlocked (******************************************************************************). Without speaking to Mr. ****** and authenticating the account, we are unable to process an unlock request for the remaining ******* Galaxy A13 and ****** Pixel 4.
  
  Upon receipt of the complaint, I made multiple attempts to contact Mr. ****** and explain the above information but was unsuccessful. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with 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