Complaints

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

close

Find a Location

Comcast Corporation has 927 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

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

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/21/2025

  
  August 21, 2025 
  
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:**** ****
  *********************************************;
  Apartment 315
  **********************
  
  Case Number:23701487
  Date of Notice:August 5, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** **** regarding Xfinity service.
  
  On August 15, 2025, I spoke with Mr. **** and confirmed that he received a replacement device from ***** due to having a sim error, ***** stated the device needed to be replaced. The new device was successfully activated on Xfinitys network and working as intended. Mr. ***** stated he began receiving the same error message Sim failure so he deleted the sim and is now unable to add it back.  Mr. ***** and I went over some troubleshooting steps. We did a network reset; I tried activating the device from my end and sent the ** code, with Mr. ***** stated he was unable to receive. I sent a link with instructions on how to add the eSim, which was unsuccessful. We ran a diagnostic which came back with the error message Version Test in red, the result of the test was to refer the customer to *****. I explained to Mr. ***** that he would have to reach out to apple for further support.  
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions

  Customer Answer

  Date: 08/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  
  

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/19/2025

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

  Customer Answer

  Date: 08/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23701477
  
  I am rejecting this response because:
  Thats fine but once I get my balance caught up how do I get it done I believe i tried before my account was behind and I was denied varios reasons where given but support just simply didnt know how
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *******
  ********************;
  *************************;
  
  Case Number:23700487
  Date of Notice:August 6, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity Mobile service.
  
  On August 5, 2025, I spoke with Ms. ******* regarding her concerns. On January 5, 2025, our records indicate that an order was placed for an Apple iPhone 16 Plus, **** ending in 9008, for a telephone number ending in *****. The order was established incorrectly with the telephone number ending in *****, and on January 5, 2025, a separate order was placed for a SIM card for **** ending in 8077 for telephone number ending in ***** for the same device.
  
  On January 5, 2025, the Apple iPhone SE, **** ending in 1870 for telephone number ending in ***** was disconnected. The last billing cycle statement where this device reflected charges was the December 25, 2024 January 24, 2025, billing statement. Our records do not reflect a reported lost device on January 5, 2025, or prior. Per Xfinity Mobile policy, the device continued to be billed, and the remaining balance of the device payment plan became due and payable upon disconnection of service. On January 5, 2025, an immediate invoice was generated for the balance of the device payment plan and the remaining balance of the Apple iPhone SE was paid in full. On August 4, 2025, the **** ending in 9088 for telephone number ending in ***** was disconnected.
  
  On August 4, 2025, an escalation case was submitted to review the additional order that was placed on January 5, 2025. The case was resolved on August 10, 2025, with the remaining balance of the device payment plan that was associated with the **** ending in 8077 accelerated and a corresponding credit applied to the account. The acceleration and corresponding credit will reflect on the July 25 August 24, 2025, billing cycle statement.
  
  On August 5, 2025, a refund for charges incurred for the **** ending in 8077 was requested. The normal timeframe to receive the refund back to the payment method on file is one to three days, depending on the financial institution. The refund was completed back to the payment method on file on August 8, 2025. On August 12, 2025, an attempt was made to confirm receipt of the refund with Ms. ******** but it was unsuccessful. 
  
  On August 7, 2025, an email of billing statements were sent to Ms. ******** confirmed email address, as requested. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
   
  Sincerely,
   
   
  ******* *. 
  XM Executive Resolutions
  

• 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.

  In June my internet and mobile phone charges unexpectedly increased. I contacted Xfinity and was told my bill increased because I no longer had a bundle package. They stated because I was a platinum member I qualified for a free Apple Watch. All I needed to do was pay for shipping and once I activated the watch my bills would return to the normal rate because now I had another thing to bundle with my Internet and my mobile phone service. This has not happened. My bill is still more expensive than I was originally paying. I have contacted the company several times and when Im finally able to speak to a human, no one can help me. They tell me a manager or a supervisor will return my call and Ive never gotten a callback. Meanwhile, they are continuing to overcharge my credit card. I did not need nor did I want an Apple Watch. I asked the appropriate clarifying questions to make sure that this would be of no added expense to me and it would in fact adjust my bill. I was assured and reassured that all I had to pay for shipping for this watch And my bill would return to the rate that I have been paying. I am more than happy to return the watch to them and end this relationship.They are committing some unethical business practices. They are telling their customers one thing and doing the exact opposite. They do not keep their word They will not speak to you to resolve the issue, they constantly want to continue to try to sell you more products instead of offering a resolution to the issue that youre calling about.Its very frustrating to have to deal with this and I felt I had nowhere to turn but to the Better Business Bureau so that they can note the unfair business practices of Xfinity and Comcast.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ******
  
              , FL 32208
  
              Case Number:                    23701312
              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 Ms. ******* ****** regarding Xfinity service.
  
  On August 7, 2025, I communicated via email with Ms. ****** regarding a billing explanation. The account received a ******************************* discount that effective June 18, 2023 and ended on June 17, 2025.
  
  On May 16, 2024, Ms. ****** accepted a 24-month contractual agreement for the 1 Gig Internet that was effective from May 16, 2024 through May 16, 2026. The package included a contract discount that was effective from May 16, 2024 through June 11, 2026. ********* accepted a 24-month promotion for Internet/Voice rental at no additional charge that was effective from May 16, 2024 through June 11, 2026 at which time retail rates are applicable.
  
  The account received a self-service discount due to enrollment in automatic payment and paperless billing. The agreement included an early termination fee that is applicable if the disconnection of the account was completed prior to Customer approval for the agreement and package pricing was received via email.
  
  The billing statement dated May 8, 2025 generated for services billed from May 12, 2025 through June ******* and reflected the ending of the Xfinity Mobile discount. I was unable to locate any request being received from Ms. ****** regarding the disconnection of her account prior to August 11, 2025.
  
  On August 11, 2025, ********* requested the disconnection of her account with a stop billing date of August 11, 2025. Ms. ****** was advised her account will be billed an early termination fee due to the disconnection of her account prior to the end of the agreement which will reflect on her next billing statement.
  
  On June 10, 2025, Ms. ****** purchased the Apple Watch SE, IMEI ending *****, device with a ******** device payment plan. The Xfinity Mobile order captured the Xfinity Mobile rewards offer with a credit off on a new smartwatch, when redeeming the rewards offer by June 10, 2025. The rewards offer entailed that the credit would be broken into 24-month installments, and that the line must remain active for the duration of the 24 months. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  On August 11, 2025, ********* disconnected her residential services, which would cause her Xfinity Mobile account to be assessed a line access fee each month, per line of service. As a courtesy, we accelerated the remaining device payment plan charges to the August 16, 2025 billing statement and confirmed a monthly credit installment was already captured on the invoice; therefore, we applied a one-time credit, adjusting the remaining device payment plan charges for the Apple Watch SE.
  
  On August 11, 2025, ********* disconnected the Xfinity Mobile account. We confirmed the Xfinity Mobile account reflected paid in full, due to the payment processed on August *******, and that the final bill would print on August 16, 2025, as the disconnect was processed during the billing period of July 16, 2025, through August *******.
  
  Due to a backend system error, the watch line did not successfully cease on August 11, 2025, and was successfully ceased on August 25, 2025. A credit has been applied to the for the prorated charges that will appear on the September 16, 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
  
  

  Customer Answer

  Date: 08/31/2025

  Some of the information **** provided is absolutely incorrect. I have relocated and Xfinity is not a provider in the area. *****, from Xfinity also contacted me and agreed to waive all early termination fees including the free watch since I have relocated to an area not serviced by Xfinity. If I receive a bill from Xfinity for any amount, I want this case reinstated. 

• 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 do not have an Xfinity mobile account and have spoken with the company multiple times. I went to the store to verify that I did not have a mobile account and they canceled it on the spot even though I had already spoken to the company many times over the phone. They told me more than once that they would not call me anymore to ask for money from a mobile account that I didnt have yet they are still billing me and calling me for money.

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ********
  
              , AZ 85743
  
                  Case Number:                      23700870
                  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 Mobile service.
  
  I made several attempts to contact Mr. ******** via telephone and email. Although I was unable to reach Mr. ********* a review was completed on the account. Our records confirm on January 9, 2025 Mr. ******** purchased an Apple iPad 10th Generation, to be paid in 24-monthly installments, on the ********************* plan. The device was delivered to the service address on January 15, 2025.
  
  On May 27, 2025 Mr. ******* contacted customer care to advise he did not receive the device. Customers have ************************* days from the delivery date to contact Xfinity Mobile and file a shipment claim. A shipping claim was entered and subsequently denied because the concern was not reported within 10 business days of the delivery date.
  
  Mr. ******** will remain responsible for device payments. As a one-time courtesy, a credit was applied to the Xfinity Mobile account on May 27, 2025 toward the invoice dated May 15,2025.
  
  A payment was never successfully made on the Xfinity Mobile account. As a result, the unpaid account balance was sent to collections on August 4, 2025. The Xfinity Mobile account is now disconnected and the remaining balance due valid.
  
  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 ****************************-2973.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist

• 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.

  My cable service ***** and I have replaced my cable box over 6 times the last month and all of them have been faulty and I am tired of having to drive to the store and having to have a tech person online ship me a box for it to not work. The boxes all lag, refuse to respond to remote control commands, does not go to sleep when I ask it to sleep, black screens, has problems recording shows and scheduling recordings, etc. I refuse to schedule an appointment because I know theyll just bill me 150$ for a tech fee as for some reason they never find anything wrong............ I shouldn't be paying for this cable service. Also the last tech who came to my home literally broke my wall outlet to where I cannot even replace the coxial cable without having to unscrew the wall plate and the line is stuck to the thing as well so unless a tech is actually gonna give me a new wall plate to fix the one the last tech broke, I might as well just cancel their service since a customer since 2006 has to put up with broken cable service.I want someone to give me a functioning dvr or non dvr cable box( if I can get rid of the dvr fee and save 10$ a month for less storage because your dvrs **** complete eggs) with a free tech visit with a tech that knows what they are doing or help me understand whether or not i even need a dvr box to be able to record shows and schedule recordings as i only need 50 hours of space then i can just use a non dvr box instead of these faulty crappy 4k dvr boxes which literally last a week before it dies. I know you guys hate it when I get so much credit, but I wouldnt ask for credit if my service just functioned which it cannot and no amount of magic your tech does or "fixes" that don;t work, my cable service to this day has been broken and I'm tired.I should hire a lawyer because this is literally fraud that I'm basically held hostage to have cable otherwise my internet bill would be 150$ as a loyal customer gets screwed up the a** on the bill amount

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *****
              **************************
              ********************
  
               Case Number:              23700817
               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 ****** *****.
  
  On August 5, 2025, I spoke with ****** ***** regarding a broken wall plate concern. ****** ***** accepted a technician visit to investigate and/or repair the broken wall plate concern. The technician also replaced the TV Box and was able to accommodate ****** Grants request for the specific TV Box (XG1 Digital Video Recorder (DVR)) with a built-in clock during the visit. All TV Box replacements come with a new set of remote control. The remote control was also replaced during the above completed visit.
  
  On August 11, 2025, a one-time credit was applied to offset the professional installation visit posted on August 9, 2025. The charge and credit were not reflected on any statement. On August 12, 2025, a credit was applied for *********** adjustment.The credit will reflect on the September 11, 2025, statement.
  
  For further assistance, contact with ****** ***** is necessary. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations
  

  Customer Answer

  Date: 08/25/2025

  [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: 23700817
  
  I am rejecting this response because:
  The tech did not fix anything and also mentioned that they were mice in the backyard green box in the backyard but did nothing about it. I had to downgrade my dvr service and get rid of the dvr units. So i saved 10$, but now have a worse cable experience before as I wanted it to be fixed so i can keep the dvr service. Also the tech never fixed the wall plate either so the line in the living room is damaged which is why i had to change to avwireless dvr. Now they want me to pay 30$ more a month to keep the Marquee Network for their ultimate tv plan. I just got knee surgery too. I will call Gay using the number she provided soon, but all that happened was my time got wasted, i needed to waste more gas, and nothing got fixed.
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/02/2025

  
  September 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** *****
  **************************
  ********************
  
  Case Number:23700817 Rebuttal
  Date of Notice:August 25, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ****** Gran.
  
  On August 26, 2025, I spoke with Mr. ***** wherein a service visit to address the service issue was refused. Without cooperation from Mr. ****** we are unable to provide a resolution.
  
  Marquee Sports programming is included in the **************************** I advised Mr. ***** on August 26, 2025, of this information. Mr. ***** advised he will contact us if he elects to upgrade. No changes have been made at this time. Mr. ***** was previously provided credits on August 12, 13, and 14, 2025. These credits will reflect on the September 11, 2025, billing statement. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ***** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 09/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  

• Initial Complaint

  Date:08/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Predatory sales and marketing, use of name, image, likeness and life for personal agendas, gain and interests, sharing personal information, forcing associations and relationships without consent and awareness, instigation

  Business Response

  Date: 08/22/2025

  August 22, 2025

  
  Better Business Bureau
  ******************************************************************************************
  
  Re:      ****** *****
              ********************************************
              ******,********
  
              File Number:      23700804
              Date of Notice:  August 5, 2025
  
  Dear Sir/Madam:
  

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

  Comcast was unable to substantiate the concerns raised by Ms. ***** in her complaint
  

  On August 5, 2025, A Comcast ***************** Assurance technician made several attempts to contact ******** to advise her of the above information and discuss Ms. ***** concerns.Unfortunately, all contact attempts were unsuccessful. The technician left a message with his direct contact information should Ms. ***** have further questions regarding this matter.
  
  Should you have any questions, please feel free to contact us.
  

  Sincerely,
  
  ***************** Assurance
  *************

  
  

• 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.

  Changed carriers on 07/06/2025 and they have taken 2 payments for July and again today 8/04/2025 for services that I dont have with them any longer.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  
  Re:       ******** ******
  
              CO 80112
  
                Case Number:                    23700403
                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 ******** ******.
  
  Several attempts were made to speak with Ms. ****** regarding the Xfinity Mobile concerns, unfortunately all attempts were unsuccessful. A review of the account was completed.
  
  The Xfinity Mobile line of service with telephone number ending *********************************************************************************** ******* request on July 6, 2025.
  
  An invoice for the June *******, through July 14, 2025, billing period was issued on July 15, 2025. The invoice included prorated charges for June 15, 2025, through disconnect on July 6, 2025, and applicable taxes and fees. The line of service reflects successful use of call, text, and data services until the line was disconnected.  Payment for the invoice was received on August 4, 2025.
  
  At Ms. ******* banks request the August 4, 2025, payment was returned to them on August 9, 2025. As the billing is valid for use of service, the returned payment amount is due on the Xfinity Mobile account.
  
  On August 7, 2025, the payment received on July 5, 2025, for the May 15, 2025, through June 14, 2025,billing period was returned to Ms. ************ at their request. As the billing is valid for use of service, the returned payment amount is due on the Xfinity Mobile account.
  
  A review of the Xfinity Mobile account reflects charges are valid for use of service through disconnection of service on July 6, 2025. Ms. ****** is responsible for the balance due. Copies of the June 15, 2025, and July 15, 2025, invoices were emailed to the preferred address for the Xfinity Mobile account on August *******.
  
  
  I apologize for any inconvenience that may have been caused while attempting to resolve this matter. I trust this letter provides your office with the information required for resolution in this matter.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  ********************************
  
  

• 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.

  I have had Xfinity internet for years without much issue. They convinced me to move my mobile service to them as well with an offer of much cheaper service for my two lines AND a free phone for transferring my service. After several hours of troubleshooting, mostly by phone but eventually in person, they were unable to activate the eSIM on my second line. During the second call she informed me that the ******* Z-Flip 7 that I'd discussed with the first CSR had not been ordered and that I couldn't get that phone for free, but if I traded in my current Z-Flip 3 I could pay an extra $20/month to get it. This was a bait and switch. I specifically told the first CSR which free phone I wanted (which I could've got for free via monthly credits if I had stayed with T-Mobile). I couldn't even go back to T-Mobile at this point because they had already ported over my numbers, and they would no longer honor my free phone via credits offer. After wasting about 10 hours of troubleshooting (on the phone and in person), the 2nd phone was still not working. I finally called a friend of mine out of state who does phone repair, and I was able to get the eSIM activated with her help. I was stunned at how quickly she diagnosed the issue when SEVERAL people from Xfinity had no clue. The third *** I worked with even suggested I go to the Xfinity store, which I did, and said she would call back in an hour to check. To date, I still have not received that call. And I never got the free phone that was promised to me for either line. Do better.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ****** ******
              ******************
              ********************
  
  File Number:                23700150
  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 18, 2025, ****** ****** ordered two lines of ************** with two Bring Your Own Devices (BYOD). 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 and port in a number from another carrier within a specified time frame. 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 no purchase of a qualifying device was made at that time.
  
  Additionally at that time,Xfinity Mobile offered a promotion through which eligible customers could receive a free line of Unlimited Mobile service for 12 months. This offer is available for new customers on ***************************** tiers (300 Mbps and above) and existing customers who repackage into these tiers. For Legacy internet customers (300 Mbps and above), the offer is also available but only for new customers.
  
  ****** ****** satisfied the promotional requirements and is receiving the promotion as intended.
  
  Regarding the request to remove the line activation fees, the line activation fee is a one-time charge for each new line activated, applicable to smartphones and tablets. This fee will appear on the first bill for new customers and on the next bill for existing customers. Customers have a ****** window to cancel service and avoid the fee. On August 8, 2025, a credit was applied to the July 25-August *******, billing cycle invoice as a credit towards both line activation fees applied to ****** Branons account.
  
  On August 8, 2025, an Xfinity Mobile Executive Resolutions Specialist called ****** ****** and explained the above information. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  ********************************

• 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.

  I was billed for $154.61 for xfinity serviceman to install an arial to my tv and movies that I did NOT order. $100 of this was a charge to come to my apt. They did not inform me of the cost before they came or I never would have agreed. The other charge of $54.61 was not described but I assume it is for movies that I DID NOT agree to buy! I am 86 years old and nothing was explained and I got different explainations from different employees verbally. In my opinion this is elder abuse. If I had bought a can opener I would have received an owners manual - but not xfinity. I was put on hold for 30 minutes when I called them? xfinity tv service is included here at the Savoy and I have never been charged $100 before it was incuded as a service. They should have told me in advance. I was given an obsolete outdated cable box at my previous address which I brought to the Savoy and the first ********** never told me! The second ********** told me Comcast does NOT use this outdated box and replaced it with a new one! He said the 1st technition just did not care! I had nothing but problems losing wifi once ever week at my old address! It would eventually come back. Comcast has no consideration for elders!!! I have an in line phone with xfinity which bleeds the sound from the computer and they do not know how to fix it! I pay about $14. a month for this. I answered a call and there were two people chatting with each other on my phone and they could not hear me when I talked to them! Did I complain? no I just told them what happened...it only happened once.

  Business Response

  Date: 08/22/2025

  August 22, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** Daun 
  ************************************************
  Apartment 427
  *******, **, ** 98125 
  
  File Number:                23694621
  Date of Notice:             August 5, 2025 
  
  To the Better Business Bureau:
  This letter responds to the above-referenced complaint submitted to your office by ***** ****.
  Upon receipt of this complaint, Comcast investigated the concerns raised by ***** ****. Comcast has determined that there was no unauthorized access to ***** ***** Xfinity online account.   
  On August 7, 2025, a ***************** Assurance technician contacted ***** **** to discuss her concerns. 
  A trouble call fee of $100 was charged on June 24, 2025, for a service visit completed on June 23, 2025. This charge appeared on July 4, 2025, billing statement.
  
  A credit of $100 for the service visit charge was applied to the account on August 15, 2025. On the same day, credits equal to the Video On Demand (VOD)rental and purchase were applied to ***** ***** account. The credits were listed follows; $3.99 for a VOD rental from June 23, 2025, and $12.99 for the purchase of the same movie on June 24, 2025. These credits will appear on September ******, billing statement.
  
  On August 15, 2025, a Comcast Executive Customer Relations representative spoke with ***** ****, and provided the above information. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************