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

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/12/2025

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

  Customer Answer

  Date: 08/12/2025

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

• Initial Complaint

  Date:08/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/13/2025

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

• Initial Complaint

  Date:08/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/25/2025

  
  August 25, 2025
  
  BBB of **********************************************
  *************************************************
  Philadelphia, PA 19103
  
  Re:** ******
  ************************************************************************
  
  Case Number:23701904
  Date of Notice:August 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ** ******.
  
  On August 1, 2025, ** ****** spoke with a representative regarding available Xfinity Mobile promotions. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. Existing ********************** customers on the ********************** option must have completed two full billing cycles (with successful auto-payment) prior to the device upgrade. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ** ****** did not satisfy the promotional requirements because a qualifying mobile order was not placed. 
  
  ** ****** currently has two Xfinity Mobile lines of service and subscribes to the 3 GB By the Gig shared data plan. ** ****** will need to upgrade the desired line to the ********************** Plan and remain on the plan for two full billing periods with successful automatic payments prior to the device upgrade.
  
  Regarding the account suspension concerns, on July 16, 2025, a ******* Galaxy Watch was returned to Xfinity Mobile, and the smartwatch line was disconnected accordingly. No account suspensions or disconnects were found outside of this return. 
  
  An Xfinity Mobile Regulatory Specialist made several attempts to contact ** ****** and explain the above information. Unfortunately, all contact attempts were unsuccessful. The Xfinity Mobile Regulatory Specialist left a message with direct contact information. Contact with ** ****** is required for further assistance with this matter. 
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
   
   
  ******* *. 
  Xfinity Mobile Regulatory Specialist 
  ********************************
  
  

• 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.

  On 4/25/25 I saw a pending charge from Xfinity Mobile in my bank acct, for the amount of $86.80. This was our monthly cell phone bill amount, which was weird since we switched our phones over to ******* in the middle of April. We had already paid for April, and only used half of April - so it didn't make sense that I would pay for a full month of service AFTER the phones were switched over. I called and spoke to a representative on 4/25 and she said it was for the time we dud use the phones. I said "isn't this current bill i was charged for for the month of May and our service was switched in mid April?" *** agreed, and refunded the money. I asked her to ENSURE this wouldn't happen again and she said yes.On 5/31 I see a withdraw *** from Xfinity Mobile in my bank acct of ******. I call and the agent can't find the acct, she asks for phone numbers and meio numbers which we did not have due to a new phone incentive. I give her the acct number and she tells me she has to open a ticket. Then she told me I can email a screen shot of the withdraw to an email address that didn't exist.On 6/4 I call again and get a new agent. This agent refunds the $115.03 and says I will never get another bill from Xfinity, the account is closed and not to worry.8/4 I get a text from a collection company that xfinity sent a debt of $120.03. They sent no bill, no communication, nothing. So since they couldn't auto debit my acct anymore bc the acct is CLOSED, they just send it over to collections This debt amount needs to be removed. 2 agents agreed and refunded my money. ** this was an error on their part (which I don't think it is), that's an opportunity for Xfinity to properly train their customer service reps. ** this is not removed, or if i hear anything about this account again, I am hiring a lawyer and opening a class action law suit. There are thousands of people online angry with this company. Fix your errors, this is ridiculous. HOURS of my life was spent on this.

  Business Response

  Date: 08/28/2025

  
  August 28, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: ***** ****
  
  , ** 18641
  
  File Number:23701877
  Date of Notice:August 5, 2025                             
      
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********.
  
  Xfinity Mobile services were deactivated on April 12, 2025. A refund was issued on April 25, 2025, but a corresponding credit was inadvertently not applied. A refund was processed on June 2, 2025, but a corresponding credit was inadvertently not applied. On August 6, 2025, I applied a credit that cleared the past due balance. The account remains deactivated. The collection agency will be updated accordingly.
  
  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'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