Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast 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:08/04/2025

  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 recently switched over to Xfinity Mobile from ***. As a promotion, we were given a ******* phone. The new phone was not to our liking so after having it x 3 weeks we responded to an email from Xfinity about another promotion for another phone. We chose an iphone and returned the ******* phone. Upon receipt of the return, Xfinity emailed stated the returned phone had "functional damage" and they would be charging me the FULL amount of the phone in the amount of $399. I called Xfinity and was told the returned phone had a rating of "C" (A/B ratings are acceptable, C/ D ratings are not). I inquired as to what was wrong with the phone as we only had it x 3 weeks and there was minimal usage. I also advised the *** that I had video showing the phone was in perfect condition when I returned it. She said there might be "water damage", said perhaps its not "fully functional" (although it WAS fully functional and I set it back to factory settings right before returning), or there might be "failures including the kill switch". I was advised she would pass the message on to her Supervisor **** and he would contact me. I stated I want to know what functional damage exactly and I also requested pictures/proof of damage. Of course, I did not receive a callback. I did go online and found MANY, MANY complaints from other Xfinity customers who have experienced this same issue. Xfinity not only charges customers for the FULL amount BUT ALSO KEEPS THE BRAND NEW PHONE. Unsure of how this is legal but this seems like some type of scam or money grab as Xfinity customers are basically forced to accept the word of Xfinity even though we KNOW the device(s) we return are NOT DAMAGED. This is wrong and in my opinion, theft. If they are charging me the FULL amount, claiming the phone is damaged, then at the very LEAST I should be entitled to get the device back. Also, if the phone is getting a C rating vs D, why are they not at least giving a partial refund?

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  Better Business Bureau
  *************************************************
  **********************
  
  Re:****** ******
  **********************************************************************************************************************
  
  Case Number:23699930
  Date of Notice:August 5, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On August 5, 2025, I spoke with Ms. ****** regarding a Xfinity Mobile concern. Our records indicate on June 26, 2025, Ms. ****** purchased a ******* Galaxy A36 device on a ******** monthly installment plan and paid the taxes on the device. On July 9, 2025, a return order was initiated to return the device. 
  
  On August 1, 2025, the ******* Galaxy A36 was returned to Xfinity Mobile with no damage found.  However, due to a system error, the device was graded as damaged. As a result, Ms. ****** was charged a damage fee equal to the full cost of the ******* Galaxy A36, which was paid on August 4, 2025.  
  
  On August 5, 2025, two refunds were processed for the damage fee and the taxes paid at the time of purchase. On August 11, 2025, Ms. ****** advised that the refunds had been received. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.  
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  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.

  8-4-25 I contacted Xfinity through chat on the app around 8am. I stated that the coaxial cable has come off the pole and was laying on my vehicles. The agent said they would have a tech come between 1-3pm today and call 30 before arrival. Around 3:15 I chatted with agent and asked where tech was. They said, "stuck in traffic, will arrive in ***** min". I asked for a call. The agent called I asked where tech was and he stated he saw the notes, "he was on the way ***** min" he offered to call in ***** min to see if the technician arrived. The technician didn't arrive and the agent called and said now the ticket has been removed and he would look into it. after explaining the issue and being on hold multiple times he escalated the ticket and said it would take 24 hrs to resolve and after, I would receive compensation. I asked if he could schedule an appointment to remove coaxial from cars he said he was escalating it and transferring me. After being on hold again I was speaking with another agent he said he was looking into why tech didn't arrive, he starting to explain the issue with the technician then the phone disconnected. I waited 10 min for him to call back before I called and waited on hold again for 20 minutes and spoke with another agent. I explained to her that I had an appointment today and the technician never showed. she looked over the notes and said that there was never an appointment scheduled for today and that they (other agents) had given me "misinformation" I said no I have been lied to by multiple people. I just needed the coaxial removed from my cars its unsafe and there needs to be some accountability. How can agents for Xfinity lie to customers and cause unsafe conditions at our homes with faulty equipment. She created another ticket (3rd one today) she said it could take ***** hrs to resolve. I again asked to schedule appointment to fix it why can't the internet guys fix the cable, she said I would get callback in 30 min that was at 5:30

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       Akeenya Young
  
              , FL 32348
  
              Case Number:                      23699800
              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 Akeenya ***** regarding Xfinity service.
  
  On August 7, 2025, I corresponded via email with Ms. ***** in response to the reported down Xfinity drop. On August 6, 2025, a technician was dispatched and identified a fallen tree limb had pulled the drop and its hook down. The drop was rehung on the pole and raised to the proper height, resolving the issue. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

  Customer Answer

  Date: 08/14/2025

  [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: 23699800
  
  I am rejecting this response because:
  I was promised compensation by one of the agents when this was resolved.

  I feel that would be fair since I was lied to about an appointment. I waited all day for them to arrive and then was lied to again about them being stuck in traffic along with the lies about the case being open then closed but then I find out there was never a case opened. I spent hours on the phone trying to make an appointment to remove the cable but was rejected every time since my Internet was working. I feel that I deserve compensation for cables on my vehicles for almost 3 days and the lack of response from anyone until I contacted BBB. The companies lack of oversight on these agents that can LIE to customers is unacceptable and very unprofessional. 

  
  Regards,
  
  Akeenya *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a billing issue with Xfinity after returning my equipment to their ******, ** store on July 24, 2025. I canceled my Xfinity service and went to the store located at ******************** to return three items:The modem The Storm-Ready WiFi device The extra backup battery (both never opened)When I returned the items, I was only given a receipt listing one item. Concerned, I contacted Xfinity through their text messaging system the following day to confirm that all three items had been received. A representative assured me that all of my equipment had indeed been received.However, I later received a bill in the mail charging me $150 for the Storm-Ready WiFi equipment, which I had already returned. I called Xfinity and was told that the Storm-Ready WiFi and battery were not supposed to be returnedthat they were mine to keepand the store should not have accepted them. I was advised to return to the store to resolve the ******** the store, staff told me the equipment had already been sent out and there was no way to retrieve or trace it. I was connected to a tier 2 representative via video call at the store, and both the representative and store staff stated that nothing could be done to reverse the charge or return the equipment to me. I was also informed that they could not process a 30-day money-back guarantee refund, despite being told by another Xfinity representative that this was a possible solution.I am requesting one of the following resolutions:1.Removal of the $150 charge from my account, since I returned all equipment in good faith and as advised by Xfinity personnel;OR 2.Return of the Storm-Ready WiFi device and battery to me, if I am being charged for them.I should not be penalized for following Xfinitys return process and receiving inconsistent information from multiple representatives. This has been frustrating and time-consuming, and I simply want a fair and reasonable resolution.

  Customer Answer

  Date: 08/06/2025

  Comcast contacted me yesterday and provided the credit to the account of the $148.50, which resolved the dispute. 

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       **** *******
              TX 77044
  
                  Case Number:                      23699779
              Date of Notice:             August 5, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******* regarding Xfinity service.
  
  On August 5, 2025, I contacted Ms. ******* to discuss her billing concern. The Storm-Ready Wifi device and backup battery are purchased, customer-owned devices, and the refund period is 30 days from the original purchase date, as they are subject to the 30-day money back guarantee. The Storm-Ready WiFi device was billed in monthly installments starting on November 10, 2024, making it no longer eligible for a refund.
  
  On July 20, 2025, the account was disconnected with an effective stop billing date of July 10, 2025. As a result, the remaining balance for the device was accelerated to the account.The disconnection of service, associated prorated adjustments, and remaining device balance were reflected on the July 20, 2025 billing statement.
  
  On August 5, 2025, a courtesy credit was applied to the account to waive the Storm-Ready WiFi device charges, and a payment posted to the account on August 6, 2025, leaving a zero-balance owed. The credit was reflected on the August 20, 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: 08/21/2025

  [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:08/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Xfinity mobile for a new iPhone and trade in on my old iPhone. They will not honor the contract I signed. Will not accept the new IPhone back. And just told me by phone they will give me bad credit!

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:********* ******
  ***********************************************************************
  
  Case Number:23699493
  Date of Notice:August 5, 2025
   
  To the Better Business Bureau: 
  
  This letter is in response to the above-referenced complaint submitted to our office by ********* ******.
  
  Regarding the device trade-in promotion, on April 21, 2025, ********* ****** purchased an iPhone 16e. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ********* ****** satisfied the promotional requirements and was successfully receiving the monthly device payment credits in accordance with the promotional guidelines. On July 18, 2025, ********* ****** cancelled the Xfinity Mobile services; therefore, the promotional credits were removed from the device.
  
  ********* ****** was advised that the promotion was for a discounted amount, in which the credits were correctly being applied. ********* ****** advised that the device was dropped off at the local Xfinity store due to not receiving a return label via email.
  
  On August 6, 2025, as a courtesy, the device balance was accelerated and credit was applied to remove the June 26 through July 25, 2025, billing cycle and the remaining device balance. ********* ****** was educated that the account will automatically close on August 25, 2025, at the close of the billing cycle.
  
  On August 6, 2025, an Xfinity Mobile Regulatory Specialist called ********* ****** and explained the above information.
   
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  ****** *.
  Xfinity Mobile Regulatory Specialist
  ********************************
  

  Customer Answer

  Date: 08/27/2025

  I will not accept Comcast response to my complaint until I have in writing from Comcast that they received their IPhone 16E. I dropped it off at the Xfinity store in ***********, In.  I will not pay for this phone. It is a breech of the contract I signed in April of 2025! Xfinity Mobile lied to me from the first telephone conversation with their representative. 

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast/Xfinity has billed me $12/month for a third cable box that I returned in person to their ****************, MD office before it closed in July 2019. I currently only have two boxes in use, yet I have continued to be billed for ******** the time of the return, I was told that the equipment had been removed from my account, and I was given documentation (which I no longer have). When I recently contacted Comcast to correct the issue, I was told by a supervisor, *********** (ID ********, that it was my responsibility to call Comcast after the return to have charges removeddespite not being told this at the time and being unable to find any such policy in writing.I requested that he provide this policy in writing, and was told nothing could be sent and that the policy isnt posted on their website. I believe Comcast has documentation in their internal records proving the return.I am requesting a refund of $864 (6 years of incorrect billing at $12/month), correction of my account, and a review of Comcasts billing and customer communication practices.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ******
              ********************
              Prince ********** MD 20678
  
              Case Number:              23699414
              Date of Notice:             August 5, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  On August 5, 2025, I spoke with Ms. ****** regarding her billing concerns. Comcast does not have record of Ms. ****** returning one of her set-top-boxes prior to August 4, 2025, nor do we have consent recorded to remove a set-top-box rental code from the account.Due to this, Ms. ****** has been subsequently billed for three set-top-boxes.
  
  On August 4, 2025, the third set-top-box rental code was removed from the account. On August 4, 2025, ********* was provided with billing adjustments, and a one-time courtesy credit.These credits will be seen on the statement that will be generated on August ******.
  
  On August 5, 2025, I advised Ms. ****** that all billing statements inform customers that they have 120 days from the date of the bill to dispute any charges that are included in the bill in question. During this conversation, I assisted Ms. ****** with obtaining her full billing statements via the Xfinity app.
  
  On August 5, 2025, I provided a one-time courtesy credit, which will be seen on the August 9, 2025, billing statement. Our records confirm that a refund is not warranted, and the billing on the account was accurate at that time. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ****** *.
  Comcast | Executive Customer Relations 

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************************
  
  
  Re:****** *****
  ***************************************************>******************
  
  
  Case Number:23699372
  Date of Notice:August 5, 2025
  
  
  Dear Sir/Madam:
  
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ****** ***** regarding Xfinity service.
  
  
  On August 5, 2025, a service visit was scheduled where a technician investigated the service issue, replaced the drop cable line to the home and referred the matter to Comcast's Maintenance team for damaged hardline from a tree that fell on it. On August 7, 2025, a maintenance technician visited Mr. ******* location and corrected the service issue by repairing the hardline.
  
  
  On August 13, 2025, I spoke with Mr. ***** and confirmed services were working normally. A credit was applied to Mr. ******* account on August 13, 2025 to compensate for service interruptions which will reflect on the billing statement dated August 22. 2025.
  
  
  Further review indicates that signal levels are not within specifications. On August 13, 2025, a maintenance technician created a ticket for signal leakage which was resolved on August 14, 2025. On August 16, 2025, a maintenance technician advised signal levels were within specification at the tap. However, due to the length of the cable line to the home there is signal loss. It was determined that if Mr. ***** experiences any further service interruptions an in-home service visit it will be required to check the wiring inside the house. On August 20, 2025, I communicated via email with Mr. ***** to advise him of the above information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  
  
  ******* *.
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:08/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company keeps saying we have a bill that wasnt paid. It had been paid. We payed twice in one month

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** *****
  
              , KY 42701
  
                Case Number:                    23699359
              Date of Notice:             August 5, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  On August 6, 2025, I spoke with Ms. ***** *****, who is authorized on the account, regarding a billing concern. Our records indicate that the account number ending in 5372 was created on July 11, 2019. The first billing statement was issued on July 18, 2019, and reflected services billed from July 18, 2019, through August 17, 2019 with payment due by August 8, 2019. Payment was not received, and the balance due was carried over to the August 14, 2019 billing statement, which also included new charges for services billed from August 18, 2019, through September *******. The past due balance was due upon receipt and the new charges were due by September 4, 2019.
  
  On August 26, 2019, a partial payment was received for only the services billed from July 18, 2019, through August 17, 2019, leaving a balance due for services billed from August *******, through September 19, 2019. The payment was shown on the September ******* billing statement, which included the past due balance from the previous statement and new charges for services billed from September 18, 2019, through October 17, 2019.
  
  Beginning with the first billing statement issued on July 18, 2019, the account remained behind by at least one billing cycle with a past due amount carrying over each month. Payment in full for the total statement balance each month is necessary to prevent a delinquent balance.
  
  The billing statement issued on June 14, 2023, consisted of a past due balance for services billed from May *******, through June 17, 2023, and new charges for services billed from June *******, through July 17, 2023. The past due balance was due upon receipt and the new charges were due by July 5, 2023. On July 3, 2023, a partial payment was received for only the services billed from May 18, 2023, through June 17, 2023,leaving a balance due. The payment was reflected on the July 14, 2023 billing statement. The July 14, 2023 billing statement consisted of a past due balance for services billed from June 18, 2023, through July 17, 2023, and new charges for services billed from July 18, 2023, through August 17, 2023. The past due balance was due upon receipt and the new charges were due by August 4, 2023.
  
  On July 28, 2023, a partial payment was received for the services billed from June 18, 2023, through July 17, 2023,leaving a balance due. The payment was reflected on the August 14, 2023 billing statement. The August 14, 2023 billing statement consisted of a past due balance for services billed from July 18, 2023, through August 17, 2023, and new charges for services billed from August 18, 2023, through September *******. The past due balance was due upon receipt and the new charges were due by September 4, 2023. The subsequent payments continued to be less than the total amount due, causing a balance to be carried over each month, resulting in the account remaining in a delinquent status.  
  
  The billing statement issued on June 14, 2025, consisted of a past due balance for services billed from June 18, 2025, through July 17, 2025, and new charges for services billed from June 18, 2025, through July 17, 2025. The past due balance was due upon receipt and the new charges were due by July 5, 2025. On July 3, 2025, a partial payment was received only for the services billed from June 18, 2025, through July ******* and was reflected on the July 14, 2025 billing statement. The billing statement issued on July 14, 2025, consisted of a past due balance for services billed from June 18, 2025, through July 17, 2025, and new charges for services billed from July 18, 2025, through August 17, 2025. The past due balance was due upon receipt and the new charges were due by August 4, 2025. On August ******, a partial payment was received for only the services billed from June *******, through July 17, 2025, leaving a balance due for services billed from July 18, 2025, through August 17, 2025. The payment will be reflected on the August 14, 2025 billing statement. Payment for the total balance due shown on the monthly billing statement is needed to bring the account current.
  
  Our records do not support that any payments have been received and not applied to the account. The account has been billed accurately. The request for compensation is not supported by company records and is respectfully denied. On August 12, 2025, I spoke with Mr. ****** *****, the account holder, to provide the aforementioned findings.I provided customer education that Mr. ***** may view the billing statement issued over the last 24 months using his online Xfinity account. As a courtesy,Mr. ***** was emailed the billing statements issued from July 18, 2019, through September 19, 2019, and June 14, 2024, through August 14, 2023. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/04/2025

  Type: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 August 2, 2025, I got a ***lacement phone from *****. ***** instructed me to call Xfinity mobile, or go to their app, or go to an Xfinity store to have my phone number assigned to my new device.I called ********************** later that day. The first Xfinity ****** I spoke to told me she would help me by assginging a new number to my device temporarily to establish the cellular service and that she would then reassign my number of 20 years to the new device and delete the new temporary line. After about an hour, I asked her to put a supervisor on the phone. After another hour, Xfinity ****** two was unable to get my phone attached to Xfinity mobile cellular service, I asked to be put on the phone with a third ******* This third ****** did somehing the other two people had not done: she asked me to go into my Xfinity app and click an option for adding a new phone. I did that. I short time later, I had cellular service on my phone finally. The problem was I now had a new number that I did not want and had not asked for. She was unable to help me to re-assign my phone number of 20 years. I called back again on August 3rd. One Xfinity *** was diconnected three times, a second was unable to re-assign my number after an hour. At this point, I went to an Xfinity store and they were able to restore my number o 20 years. I asked for an adjustment to my bill over the course of two years and they were unwilling to work with me to compensate me for the three hours of aggravatation and incompetence on August 2, or the addtional hour of incompetence on August 3. A *** I spoke to on August 4 told me I was very smart when I said it seemed the first *** added the second phone line only to get credit for it. I don't know that all the people spoken with work for Xfinity. They each continually had to put me on hold to ask other people to check things that should have been easy. To be clear, they were ready to charge me for using a second unsolicited line. Incompetent. Illegal?

  Business Response

  Date: 09/03/2025

  September 3, 2025
  
  
  Better Business Bureau
  **********************************************************************************
  **********************
  
  Re:       ****** *********
              *********************
              ********************
  
              Case Number:  23699341
              Date of Notice: August 5, 2025
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Mr. ****** *********.
  
  We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We have reached out to Mr. ********* directly and addressed his concerns.
  
  Mr. ********* has been provided with direct contact information should there be any further questions or concerns.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Regulatory Specialist
  ************** | Extension *******

• Initial Complaint

  Date:08/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The voice recognition automated customer service line will stop responding after a short period of time. On multiple calls to attempt to get information on a billing statement the line goes silent for 10+ minutes after the system asks a question about which department to route to.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       **** **********
              CO 80021
  
              Case Number:               23699145
              Date of Notice:              August 4, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** **********.
  
  I made several attempts to contact **** ********** to discuss the concerns raised in the complaint. Unfortunately,all contact attempts were unsuccessful. In order to resolve this matter, contact with **** ********** is necessary.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** ** *.
  Case Manager | Executive Customer Relations

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 2, 2025, we called Comcast to adjust our service, and they verbally agreed to charge us $279.14 per month. Rather than lower our monthly bill, they significantly raised our bill and charged us for a plan we never agreed to. We received a bill dated from July 19, 2025 for $1,1246.40 with a past due amount of $709.59. We called customer service twice, once on July 24 and once on July 28, were switched to multiple different representatives and spent over 3.5 hours on the phone. We were told by multiple representatives that our most recent bill was a mistake and that the plan should be adjusted to $279.14/month, as agreed to. However, no one ever adjusted our plan or our statement. Finally, they sent a technician to our home to enter some code on our phone and "complete the work order." However, the technician who arrived had no idea what he was supposed to do or what our work order was. All he was told is that we wanted to spend $100 for a new faster modem, which is incorrect.I believe that comcast is purposely trying to extort more money from us than we agreed to pay at the threat of disconnecting our service soon. They have repeatedly refused to make the changes they agreed to on the phone, and made no good faith effort to correct their "mistake".

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *****
              *************
              ******, ** 02458
  
              Case Number:                    23699060
              Date of Notice:             August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** *****, authorized user of account holder *********** **********, regarding Xfinity service.
  
  I communicated with ************* and Ms. ***** between August 5, 2025, and August 14, 2025. Our records indicate the account was enrolled in the Super Triple Play at the retail rate. The package includes Limited Basic, Expanded Basic (Kids & Family,Entertainment, Sports & News), Digital Premier Tier, More Sports & Entertainment Package, Streampix, HD, ************ Gigabit Plus Internet, ******* Standard (HD) Plan, and Xfinity Voice Unlimited. Additional services, equipment, taxes,and fees are separate and subject to change.
  
  On June 2, 2025, a change of service order was added to the account to upgrade to the *********** package that includes Limited Basic, Sports & News, Kids & Family,Entertainment, 50+ Additional Channels, Streampix, HD Programming, and 20 Hours of ************ Gigabit X2 at a promotional rate and includes the modem rental fee, effective June 2, 2025, through June 25, 2030; then retail rates will apply. This promotional price includes a monthly multi-product discount, which will remain effective as long as the same level of service is maintained. Any additional equipment, service, tax, or fee is billed separately and subject to change with a 30-day notice. However, due to an error, this change of service was not completed fully in our system, which resulted in the account being billed for both packages in error.
  
  There was a modem swap charge included in the change of service order entered on June 2, 2025. On August *******, the modem swap charge was removed from the service order. The account was never charged for the modem swap.
  
  August 14, 2025, Comcast modified the June 2, 2025, order to restore billing to the Super Triple Play.This modification included an effective billing date of June 2, 2025. On August 14, 2025, the order was fully completed. The August 19, 2025, billing statement reflects this change, along with prorated credits for the previously duplicate billing.
  
  On August 21, 2025, a credit was applied to the account and will appear on the September 19, 2025, billing statement.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations