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, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast

  8031 Corporate Dr Nottingham, MD 21236-4986

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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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 I was told my modem was outdated and should have been replaced years ago.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

  Business Response

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/22/2025

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

  Customer Answer

  Date: 08/27/2025

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

   

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/08/2025

  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *******
  *********************************************************************************
  
  Case Number:23696059
  Date of Notice:August 4, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity Mobile service.
  
  On February 23, 2023, Mr. ******* initiated the purchase of a ******** ************ subscribing to the By the ******** plan with a Device Payment Plan spread out over 24 months.
  
  On March 22, 2025, Mr. ******* voluntarily canceled the Xfinity Mobile services. Mr. ******** payment for the final bill for services from March 2-April 1, 2025, was disputed. When a customer disputes a payment with their financial institution the system recharges the disputed balance on the next billing cycle. On the June 2-July 1, 2025 billing statement, the disputed payment amount was re-added to the balance and a valid late fee was applied.
  
  On August 5, 2025, I spoke with Mr. ******* regarding his Xfinity Mobile concerns. Mr. ******* stated that on March 22, 2025, an agent advised that his remaining balance after cancelling services was zero. I explained the billing cycles and charges, as well as the system recharging for disputed payments. As a courtesy, I applied a credit to the immediate balance on the account, bringing the balance to zero. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 08/08/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/14/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/07/2025

  
  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    ****** ******
           ********************************************
           ***********************************
  
           Case Number:   23695490
           Date of Notice:   August 4, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  Our records indicate that on September 10, 2024, ****** ****** accepted to a 24-month contractual agreement for Gigabit Extra Internet and ********** The package includes a promotional discount effective September 15, 2024, through September 14, 2026, at which time regular retail rates would apply. A free rate for the xFi **************** (which includes unlimited data and a modem rental) is effective September 15, 2024, to September 14, 2026, at which time regular retail rates would apply. 
  
  Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The promotion includes a 24-month term agreement, which is valid from September 13, 2024, through September 13, 2026. An Early Termination Fee will apply if ****** ****** disconnects her Xfinity Internet and TV during the term of the contract. The Early Termination Fee will not apply if you cancel within 30 days of installation, and it will decrease every month. The fee starts beginning the month after the 30-day cancellation period and decreases by each subsequent month.
   
  The June 11, 2025, statement was for services billed from June 15, 2025, to July 14, 2025, which included a past due balance, and a late fee. On July 2, 2025, a payment arrangement was created to be paid on July 11, 2025, with a pending soft disconnection on July 3, 2025. On July 10, 2025, the payment arrangement was modified to make the payment on July 23, 2025.
  
  On July 11, 2025, a payment was made, and the July 11, 2025, statement was for services billed from July 15, 2025, to August 14, 2025, which included a past due balance and a late fee. On July 26, 2025, the payment made on July 11, 2025, was returned, causing the account was placed into a non-payment disconnection on July 27, 2025. On July 28, 2025, an agent cancelled the non-payment disconnection order to restore ****** ******** service as a customer courtesy.
  
  On July 29, 2025, the account was placed back into a non-payment disconnection because a payment was not made. 
  
  On August 4, 2025, I spoke with ****** ****** and explained the information. I set a payment arrangement for August 22, 2025, cancelling the non-payment disconnection order and restoring the services. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/03/2025

  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.

  This is a complete customer complaint regarding ********************** service regarding a lap top I did not order they are charging me $1000.00 for.i did not order it. They are threatening me they're going to turn my phone off if I don't make payments on the iPad.They won't send me a return label...they say they sent me one by email but they didn't. They actually took 674$ out of my checking account which was part of my social security check now no money for food or paying utility bill..... please help me with this situation. Iam sick on hospice hospital bed at my house. I also have a sick spouse that will need surgery within 3 weeks to a month.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *******
  **************
  ****************
  
  Case Number:23695012
  Date of Notice:August 4, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.
  
  On March 2, 2025, an order was placed for two ******** Moto G devices under the shared by-the-gig data plan per GB used. On June 5, 2025, an order was placed for an Apple iPad A16 under the monthly unlimited data plan with a device payment plan.
  
  For the May 8, 2025 billing statement for the April 8, 2025 through May 7, 2025 billing cycle, Ms. ******* used 31.9 GB of data on the mobile device resulting in an additional over charge. On May 28, 2025, a payment was made for the May 8, 2025 billing statement which consisted of charges for the data overages. On June 7, 2025, the full payment was refunded. However, no credit was applied to offset the refund as Ms. ******* is responsible for the charges resulting in the refunded balance being rebilled. On June 5, 2025, Ms. ******* upgraded her data plan from by-the-gig to unlimited for both lines.
  
  On August 12, 2025, I spoke with Ms. ******* and explained that the charge was for the data overages on the cellular device and not the iPad. I explained that I will have a return label sent to her for the return of the iPad. Because Ms. ******* was not fully aware of how the by-the-gig data plan worked, as a courtesy, on August 12, 2025, I applied a credit to the past due balance from the May 8, 2025 billing statement to remove the data overages.
  
  On August 14, 2025, I followed up with Ms. ******* and explained the above information. Ms. ******* confirmed that she did receive the return label but had not yet returned it. Ms. ******* explained that she is unsure when she will be able to return the device. I explained that the label expires in 10 days, after that, she will have to speak with our frontline specialist and request a new one. Ms. ******* is responsible for all the monthly charges associated with the device until it is returned. 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.
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was misled by an Xfinity sales representative when I agreed to a promotional offer to upgrade my internet service. I was previously paying approximately $215/month for 600 Mbps internet and a 70+ channel TV ******* a call with an Xfinity representative, I was offered a promotion to upgrade to 1 Gbps internet, keep the same 70+ TV channels, and receive a free phone line all for $149/month. I confirmed multiple times with the representative that there would be no changes to my TV lineup and no cost for the phone line.Based on these confirmations, I agreed to switch to the new plan.After the change:My TV service was downgraded to just 10 channels.I received a bill for $39 for the free phone line.I was told Id have to pay an additional $50/month to get my 70+ channels back contradicting what was promised.Though Xfinity later admitted the $39 phone charge was a mistake, they are still trying to charge me $13/month for phone insurance and $9/month in fees for a phone I am not even using, which is sitting in a drawer.When I called to escalate the issue, an Xfinity supervisor admitted that the agent had given me false information and stated that the representative would be reprimanded for the misrepresentation. However, I was also told that there was still nothing they could do to restore my original TV service at the agreed rate unless I paid more.This is a clear case of misrepresentation and bait-and-switch sales tactics.I am requesting:Immediate restoration of the promised 70+ channel TV package at the agreed $149/month rate Full removal of the phone line and all associated charges Written confirmation that this matter has been resolved I trusted the representatives verbal assurance, confirmed more than once, and now Im being penalized despite Xfinity acknowledging the error on their part. I would appreciate your assistance in resolving this matter.

  Business Response

  Date: 08/25/2025

  
  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ****
  
  , CA 94531
  
  Case Number:               23695008
  Date of Notice:              August 4, 2025
  
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ****.
  
  Regarding the phone at no cost concern, on June 29, 2025, ****** **** purchased a ******** moto g play. At that time, Xfinity Mobile did not offer a promotion for a ******** moto g play at no cost.
  
  At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive the unlimited data plan for free for twelve months on their Xfinity Mobile bill,provided they satisfied certain requirements. To qualify for the promotion,customers were required to sign up for ********************** and activate a new line with a certain data plan within a specific time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch did not qualify for the promotion. The discount appears on the Xfinity Mobile bill after activation of the device. To continue receiving the discount, customers must maintain the required ********************** data plan as active and Xfinity Internet service at the required or higher tier.
  
  ****** **** originally satisfied the promotional requirements and was receiving the promotion as intended.However, on August 6, 2025, ****** **** voluntarily disconnected the line associated with the device ending in 4250, and the promotion was lost as intended.
  
  Additionally, because the order reflects ****** **** opted in for Xfinity Mobile Care and all new lines of service are assessed a one-time activation fee, both charges, including the monthly device payment and service promotion, were reflected immediately on ****** ***** July 3August 2, 2025 first billing cycle statement.
  
  As a courtesy, Xfinity Mobile offered to accept a return of the device outside of the return period. Due to a successful return, on August 19, 2025, charges associated with the device were removed. Currently,the mobile account is closed and reflects a zero balance.
  
  Regarding the residential TV service concern, on August 4, 2025, an Xfinity Executive Customer Relations Specialist called ****** **** and provided a detailed explanation. On June 29, 2025, ****** **** was repackaged from X1 Saver Pro+ Double Play, which included *********** 20 Hours of ************ HD Technology Fee, and Fast Internet at retail rates including the ************ and the Regional Sports fees, and subscribed to a 5-Year Price Guarantee for 1 Gig Internet effective from June 29, 2025, through July ******, and ********** which includes Limited Basic, Streampix, HD programming,and 20 hours of *********** at retail rates including the ************ fee. Due to the TV package downgrade, ****** **** lost access to specific channels that were available with the previous package.
  
  On August 4, 2025, the specialist assisted ****** **** in upgrading the current TV package from ********* at regular retail rates including the ************ fee to ********** at retail rates including the ************ and the Regional Sports fees, effective August 4, 2025. In addition, a service discount was applied and is effective from August 4, 2025,through August 3, 2026. As a courtesy, on August 4, 2025, a credit was applied to ****** ***** residential account and will reflect on the August 5, 2025, billing statement.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Regulatory Specialist
  *********************************
  
  

• Initial Complaint

  Date:08/03/2025

  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.

  Comcast ran new cable lines in my area in November 2024 and I have not had internet service since then. Technicians have been out several times to fix but have not been able to. I was told by the area Supervisor that someone would be out to correct the problem on several occasions and still no service as of today. To make matters worse they interrupted my service today for non payment after being told by the Supervisor that he would take care of the payment issue and he said he would make sure a credit would be issued from November to the current date. Ive tried calling and texting him over the past week and now no response. I called one of his area technicians that was here to work on the issue and no return call or response from either of them. Ive have asked that if you can not correct the issue let me know and still no response. This has been going on for months while they deducted money from my account every month while knowing this issue has not been resolved. Is there anything anyone can do to help. I have no service at all so that means no tv and no internet access for months. Ive been a Comcast customer for over 25 years and now this is how Im being treated. Once again this issue was caused by Comcast and they just decided to do nothing for the customer. Is there anything that anyone can do to help.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ******
              *******************
              Historic **********, DE 19720
  
                  Case Number:      23694717
              Date of Notice: August 4, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On August 6, 2025, a service visit was scheduled where a technician investigated the service issue and referred the matter to Comcast's Maintenance team. On August 6, 2025, a maintenance technician visited Mr. ******* location and corrected the service issue by readjusting the customers node signals to confirmed they are within specifications. On August 8, 2025, I spoke with Mr. ****** and confirmed services were working normally.
  
  Mr.****** was requesting compensation for ongoing services issues due to not receiving full services since November 2024.
  
  Account records reflect Mr. ****** was provided a service credit on November 1, 2024,this reflected on the November 5, 2024, billing statement. On November *******, there was a service credit applied to the account. This reflected on the December 5, 2024, billing statement. On February 8, 2025, there was a service credit applied to the account. This reflected on the March 5, 2024, billing statement.
  
  On May 28, 2025, there was a service credit applied to the account. This reflected on the June 5, 2024, billing statement. On August 7, 2025, there was a final service credit applied to the account. This will reflect on the September ******, billing statement. Mr. ****** failed to make payments on the account which resulted in services being disconnected on July 3, 2025. Mr. ****** made a payment on July 4, 2025, to have services restored.
  
  On August 2, 2025, services were once again disconnected due to ******************* were restored on August 4, 2025, so we could troubleshoot for the August 6, 2025, service call. 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: 08/22/2025

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