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 Service Center

  557 S Oates St Dothan, AL 36301-2553

• 

  Comcast

  PO Box 182249 Chattanooga, TN 37422-7249

• 

  Comcast

  265 Clifton Blvd Westminster, MD 21157-4670

• 

  Comcast

  8031 Corporate Dr Mid Atlantic Regional Office 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:08/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an Xfinity customer for over ten years, and its the only service available in my area. Unfortunately, I've experienced frequent service interruptions without any explanation. Throughout this time, my account has been associated with a nickname instead of my legal name. Despite numerous requests via chat, phone calls, online, and through traditional mail, Xfinity's customer service has refused to place my legal name back onto my billing statements (my calls are routed to an India call center). When I first set up my account, it was in my full legal name, there was a link that appeared requesting customers to create an account nickname for easier logins. I then added a nickname, but Xfinity subsequently removed my full legal name from the statements without my consent or knowledge. As a result, I cannot use my billing statements for address verification since they do not display my full legal name.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  
  Re:******* *****
  P.O. Box 3394
  ******************
  
  
  Case Number:23737771
  Date of Notice:August 14, 2025
  
  
  Dear Sir/Madam:
  
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ***** regarding Xfinity service.
  
  
  I attempted to contact ******* ***** via telephone and/or email several times; however, my attempts were unsuccessful. To resolve this matter, contact with ******* ***** is necessary. The account was set up with the first name for the bill to address as Jasz. On August 14, 2025, the name was changed to ******* C *****, which is reflected on the August 15, 2025, billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  
  Sincerely,
  
  
  
  
  ****** (****) G
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:08/13/2025

  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 86 year old mother had a water leak in her front yard. We called the City of ********* because it was on their side of the meter. They came out and fixed the leak but cut the XFinity cable in to. My mother was out of cable for a couple of days and they came out to repair the cable and said it was the main cable. They ran a line from the pole down to the cable sticking up about three feet in the sky. They did not cover these cables and we cant cut her grass because of them. There are also kids playing in this area. This happened the end of April. I contacted them on May 2 and started the process of trying to get this fixed. I have been told they'd fast track the orders, that technicians would come the next day and supervisors would also check into it. But the cable still remains above ground uncovered. Below I will list the dates and the work orders I have received from them. Any help we can get we would appreciate. Thank you.5/2-ECM0013596500 7/10-ECM0015071900 **** 7/17-***** sending technician by today by 6pm or by 20th because he was fast tracking it because of the delay My mother said two guys in truck drove up looked and left, then a couple of days latter another guy pulled up and took a picture and left 8/6 ECM0015651507 **** handling it called dispatch got senior technician and supervisor on phone will be out in 3 days time Needless to say cable still sticking up out of ground I would appreciate it if you could get this cable buried.

  Customer Answer

  Date: 08/18/2025

  A representative called on Thursday and said he would be handling the complaint until it was resolved.  On Thursday there was a cable man working on another cable area on the opposite end of my mothers yard, I had to leave and evidentially he fixed our problem also.  I am so sorry I can't remember the nice gentleman name who is handling this.  He called me this morning, which is Monday first thing to check to be sure the problem was resolved. His men had said that they were out on Thursday and another went out on Friday to be sure it was repaired.  I got down there and it all looked wonderful.  You couldn't even tell where it was buried.  I tried to call him and tell him how much I appreciated his help but since I couldn't remember his name I wasn't able to. If you know his name are speak to him please tell him how grateful I am.  Thank you for all your help and a job well done.

  ******

• Initial Complaint

  Date:08/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Xfinity for the past 8+ years at my former residence.Approximately 7 months ago (February 2025) I rented this property and my tenants have paying for the bill. Meanwhile I have been getting charged for internet services to the same address at $65 a month.Approximately 4 months ago I received a promotional offer for cell phone services by Xfinity and the sales ***resentative promised that when I signed at the end that I am not obligated in any way to pay for these services. I was simply authorizing Xfinity to verify compatibility with my wife and my cell phones and hold my spot for this limited time offer. This was the first lie.I finally recognized that Ive been getting charged for the past 6 months totaling ($390) and call Xfinity on August 8th. I spoke with the internet department who then shifted all the blame onto the Cell phone services department. Which is strange because I was PROMISED that I would not be charged for cell phone services. After an hour and half speaking with a customer service *** I speak to man named ******** **** who tried to offer me a $260 refund. I didnt want to spend another hour of my life negotiating with him so we settled at $320 which was to be refunded 12 Aug 2025. This was the second lie its now August 13th and still no refund in fact I wake up and now there is another charge to my account for $45.72!I go through another hour this morning of 13 Aug 25 with customer service to be told these 3 things.1. Even though it was agreed that I be payed $320 I can only receive $120 of it and now I have to take the rest up with the internet department who originally pinned all this on the cell phone department.2. I will not receive my refund for the additional $45.72 for services I was deceived into accepting but never used!3. I will be charged an additional $45.72 in September for these same services!!

  Business Response

  Date: 08/25/2025

  
  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* *******
              ********************
  ******************
  
                Case Number:                    23742035
                Date of Notice:             August 13, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *******.
  
  On August 15, 2025, a Xfinity Mobile representative spoke with ******* ******* regarding their Xfinity Mobile concern.
  
  Regarding mobile billing concern, on February 18, 2025, an order was placed for 2 bring your own device (BYOD) lines of service. As both lines of service were eSIM lines they were both then activated same day however upon review of billing on the account no usage was done. On August 8, 2025, an agent agreed to process a refund to the account. However, the amount mentioned was more than ******* ******* had paid to the account.
  
  On August 15, 2025, as a courtesy to honor previous conversation with agent provided a refund for the payments that had been made on all bills starting with the February 24 March 23, 2025, billing cycle. The lines of service were ceased on August 8, 2025, and the account was zeroed out so no additional charges would apply. The agent will continue to follow up and confirm receiving of the refund.
  
  Regarding internet billing concern, On August 15, 2025, a Residential representative spoke with ******* ******* regarding their concerns and advised the following. Our records indicate that ******* ******* had one active account from November 4, 2019,through July 30, 2025. Our records do not reflect double billing or duplicate accounts for ******* *******. On August 15, 2025, the representative provided a one-time courtesy credit, generating a credit balance, this credit will not be seen on a statement as service is disconnected.
  
  On August 18, 2025, the credit balance was processed to be refunded. On August 18, 2025, ******* ******* was advised that he will receive an email from ********************************************** to select how he would like to receive his refund. Mr. ******* was advised that accounts with no email address or no email response within 15 days will receive a physical prepaid card for his refund.When speaking with Mr. ******* he confirmed his issues have been resolved.
  
  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
  *******************************
  
  

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to contact a human at this company. I have no landline service and have been waiting for a drs phone call. I have called numerous times, followed all the on-line instructions with no resolution and no one to converse with to get this resolved. This is an on-going problem with this company who never is available to resolve issues. We do have cell phones but paying for a landline that should be working.

  Business Response

  Date: 08/22/2025

  
  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** **********
  **********************************************************************
  
  Case Number:23741929
  Date of Notice:August 13, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **********, an authorized user on the account, regarding ********************** service.

  
  On August 14, 2025, I spoke with Ms. ********** regarding her concerns. With her assistance, we ensured that the phone cables were securely connected to the back of the modem. Following this, we were able to restore the functionality of the landline. As a precaution and to ensure that all equipment is operating within specifications, I scheduled a technician visit.

  
  On August 15, 2025, a service visit was completed, during which time the technician diagnosed and corrected the service issue by replacing the modem. The technician initiated all required tests, and all results were within specification. On August 17, 2025, I spoke with Ms. ********** and verified that services were working correctly.
  
  On August 17, 2025, I applied a courtesy credit for the technician visit fee that was assessed on August 16, 2025. This credit will reflect on the August 22, 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 a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  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,
  
  ***** **********
  
  

• Initial Complaint

  Date:08/13/2025

  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.

  Back in April , 2025, after a big storm in **********, Comcast Xfinity was unavailable for 3 days. I did not feel that I should pay for those days as no service was provided. I made three attempts to solve the problem with Xfinity. Once in May in their store where I was told "the company is aware and you will probably see a credit on your next bill". I didn't. In June I called the company and was told " you will receive a credit and to pay $219". I did. I then received notice that my account was delinquent so I called again and was told again "your account will be credited the delinquent amount, pay your regular bill". I did, they didn't. Now I have a delinquent bill, a late charge and no one will talk to me.This is wrong.

  Business Response

  Date: 08/18/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *********
              ************************
              **********, PA 15217
  
              Case Number:      23741074
              Date of Notice: August 13, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********* regarding Xfinity service.
  
  On April 29, 2025, Ms. ********** area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. The node servicing Ms. Ms. ********** area was without electricity until May 3, 2025, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on May 3, 2025. On August 14, 2025, I spoke with ************ and confirmed services were restored.
  
  On August 5, 2025, Ms. ********** account was assessed a late fee for failing to pay the full balance due from the July 5, 2025, billing statement.
  
  On August 14, 2025, a credit for the referenced loss of service and late fee was applied to the account. This credit will reflect on the September 5, 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: 08/18/2025

  [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. I am very happy that Comcast contacted me immediately and the entire matter was settled in only 3 days time. They followed through on their promise to fix everything and that is a great thing in these often hard times.
  
  Regards,
  
  ***** *********
  
  

• Initial Complaint

  Date:08/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding ongoing issues with my modem and service, which have persisted for over a year and a half. Despite multiple calls to customer support, the problems have not been resolved, and after a recent service upgrade, the issues have worsened.A technician was sent to my home; however, the visit did not resolve the problem. The technician was rude, brief, and left without addressing the issues, despite my explaining that previous visits had failed to resolve the problem. The technician also spoke limited English, which made communication difficult. I do not want this technician sent to my home ******** account had a $207 credit balance, but I was charged $100 for this visit, which provided no resolution. I request that this $100 be refunded and restored to my account immediately. My modem still cannot be properly detected, my online account does not reflect service accurately, and I continue to experience connection and performance issues.I am seeking prompt resolution, including the refund and confirmation that my service status is accurate.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** ******
  ****************** 3D 
  **********************
  
  Case Number:23739830
  Date of Notice:August 13, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ****** regarding Xfinity service.
  
  I made several attempts to contact ******** ****** via telephone and email. Unfortunately, my attempts were unsuccessful. The account reflects a ******** promotional rate for the 2 Gig Internet effective July 3, 2025 through July 13, 2030. The unlimited data option and Xfinity Wi-Fi gateway modem rental are included with the service. ******** ****** also receives StreamSaver at the standard retail rate. The promotional rate does not include taxes or fees. 
  
  The balance on the bill statement dated July 10, 2025 did reflect a credit balance. However, there is no record of the credit balance amount referenced within the complaint. On July 12, 2025 and July 28, 2025, payments were received and applied to the account and the account maintained a credit balance. 
  
  On July 28, 2025, a service visit was completed during which time the technician determined the service issue was the result of customer owned equipment and education was provided. On July 29, 2025, an in-home service visit fee was applied to the account. On August 5, 2025, a payment was received and applied to the account. This reflected on the August 10, 2025 billing statement that reflected a credit balance. 
  
  On August 13, 2025, ******** *************** concerns were escalated to the technical operations team for further assistance. On August 14, 2025, a technical operations supervisor spoke to ******** ****** and arranged to visit the location later that evening. 
  
  During the visit on August 14, 2025, the technical operations supervisor replaced the cable going to the device/modem and stated it had chew marks in it that could be impacting the service. The supervisor was unable to identify slow speed issues when multiple devices are connected. An internal review of the signal levels to the residence confirms they are within Comcast specifications. ******** ****** was provided with the supervisors contact information.
  
  On August 18, 2025, a courtesy credit was applied to the account for the in-home service visit fee. The credit will reflect on the September 10, 2025 billing statement. To address any additional concerns, contact with ******** ****** is necessary. 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. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/12/2025

  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.

  I was an Xfinity customer, I disconnected my services on July 3, 2025, I returned my equipment the same day. The representative that assisted me stated I should receive a refund within 7-10 business. I did not receive it within that time frame. I called the customer service line and the explained that i should receive the refund within the next couple of weeks, have not received it called again and they said it should be in a couple of days again and nothing happened the next time i went into the store and the manager helped me and he said I should have by the 3rd of August have not received anything, Called again and now they are saying 4-6 weeks. I am so disappointed in Xfinity because it obvious no one knows what they are talking about. I want my refund by Monday August 11, 2025. My credit is just sitting there and no one takes it serious to process my funds. It does not take Xfinity 4-6 weeks to take money out of my account for payment so, it should not take them this long to process what is due to me.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  ***************************;
  
  Re:       ********* Williams 
               *******************
               ********, ** 97211
                 
               Inquiry ID:           23717324
               Date of Notice:    August 12, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal submitted to the Better Business Bureau by
  ********* ******** regarding Xfinity service.
  
  On August 14, 2025, I spoke with Ms. ******** regarding her refund concern. Our records indicate that on July 3, 2025, Ms. ******** requested a disconnection of services. On July 3, 2025, the billing on the account was stopped and the disconnection order was completed on July 13, 2025, leaving a credit balance. Ms. ******** will receive an email with instructions on how to redeem her refund. If the email is not acknowledged within 15 days of being delivered, the refund will be processed via prepaid card and may take up to four to six weeks to be received. The refund was processed on August 8, 2025. We will follow up with Ms. ******** to ensure receipt of the refund. 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 in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/12/2025

  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.

  Discrepancy in Billing Amount Urgent Resolution Needed Dear Xfinity Customer Support,On June 4th, I called to address an upcoming charge for a Peacock subscription on my next bill cycle.On June 17th, upon returning from out of state, I discovered my service was disconnected because I missed my payment while away. I usually pay my bill through the Xfinity app, but I forgot due to traveling.When I attempted to make my payment, the app showed:Restore service amount: $87.48 New balance: $236.00 I paid the $87.48, but immediately after, my account reflected a new balance of $425.00, with $236 listed as past due. This means there is an unexplained additional $189.00 charge that no one has been able to clarify.I have tried resolving this issue via online chat and by phone, but I keep getting unrelated explanations about my bill from last year. I have not been provided with a clear answer about why my current bill suddenly increased by $189.Please review my account and provide a detailed breakdown of the charges leading to the $425 total, including the source of the $189 increase.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ******
  
              ,FL 33027
  
               Case Number:                23726410
               Date of Notice:               August 12, 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 21, 2025, I spoke with Ms. ****** ****** regarding a billing concern on her account. Per our review, Ms. ****** has consistently run a past due balance each month for many years. Although partial payments were made monthly, the billing statement was not paid in full, and each billing statement therefore included a past due amount for the prior month which was carried forward, as well as the current months charges.
  
  For the most recent billing statements, investigation confirmed on April 26, 2025, the billing statement on the account was generated. A payment was received on May 25, 2025, leaving a balance due. The May 26, 2025, billing statement was issued, which included a past due balance, as well as new service charges for service from June 6 July 5, 2025. On June 17, 2025, a partial payment was applied to the account, again leaving an unpaid balance. On June 26, 2025, a billing statement was issued,including the past due balance, new service charges for service from July 6 August 5, 2025. On July 25, 2025, a partial payment was applied, leaving an outstanding balance due. On July 26, 2025, a billing statement was generated, comprising of the past due balance, new service charges for service from August 6 September 5, 2025, with a due date of August 16, 2025. At this time, a partial payment was pending. While payments have been made the account, a past due balance remains.  Comcast bills for services in advance. To not incur monthly past due charges, the account must be brought current.  For this reason, no compensation is warranted.
  
  The current account balance and amount due is reflected correctly on her Xfinity My Account customer portal. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for 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:08/12/2025

  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.

  This transaction occured 8/12/25-8/13/25 and resulted in a complete waste of 24 hours. I spent over 6 hours on the phone and on the xfinity chat with NUMEROUS agents, trying to fix the esim activation, that originally worked and then failed an hour after working. THEY continually and persistently moved me around, no one taking responsibility. The result of their incompetency was that I not only lost time but money and went from having phone service to not and thereby unable to go work.TICKET number ECM0015765684

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* ******
  , ********
  
  Case Number:23736142
  Date of Notice:August 12, 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 18, 2025, I spoke with ******* ****** regarding the Xfinity Mobile concern.
  
  Comcast records indicate that during the activation process, a system error occurred, which prevented the line from activating properly. As a result, there was a temporary service interruption on August 12, 2025. At that time, the line was activated on the network but not reflected in the billing system.
  
  On August 18, 2025, Mr. ****** confirmed that the issue had been resolved and that his service was functioning as expected. However, he also shared feedback regarding his overall activation experience.
  
  That same day, the line of service was fully updated to reflect accurately across all platforms. On August 19, 2025, Mr. ****** was notified of the findings and informed that his line is enrolled in the Unlimited Plan at no cost for 12 months, with the promotion set to expire in August 2026.
  
  Additionally, a credit for the activation fee was applied on August 19, 2025, and will be reflected on the September 2025 invoice.
  
  Mr. Ognians request for a refund has been respectfully denied, as no payments have been received on the mobile account to date. I apologize 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
  
  

• Initial Complaint

  Date:08/12/2025

  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.

  In December of 2023 I received a special reduced rate on my Xfinity internet service. I was informed at that time, all I needed to do was to call them before the year ended and tell them I wished to continue my service at the same rate. On December 6, of 2024 I did so and received a written confirmation that my special rate would continue for another year. In January of 2025, unbeknownst to me they eliminated a portion of the special rate and increased my payment by $48.02 per month. Part of getting the reduced rate was to accept automatic payment processing, which caused me to not pay as much attention as I should have. I didn't notice the error until July of 2025. I called Xfinity on July 29, to resolve the situation. I was seeking a return to the correct rate, which I was verbally promised and in which was confirmed in writing, as well as a refund of the over charge which at the time was $336.14. I spent literally over 3 hours with them via their online chat and telephone with no resolution. I had repeatedly asked to speak to a supervisor and I was repeatedly assured they could resolve with my problem without a supervisor. I was also supposed to receive a follow up email from a "supervisor" within 24 hours because when it finally came down to it, the supervisor was unavailable. They never resolved my issue, and I never received a follow up email from anyone. It is in my opinion that this company has falsified their promises, and are still over charging me by $48.02 per month.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ********
              *****************************
              *********, FL 34431
  
                Case Number:                    23735363
              Date of Notice:             August 12, 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 on January 2, 2024, the account was enrolled in a 12-month contractual agreement for Gigabit Extra Internet.The contractual agreement was effective from January 6, 2024 and expired on January 6, 2025. The promotional rate was effective from January 6, 2024 to February 2, 2025 after which time the retail rate applied. The package received a monthly self-service discount with enrollment in paperless billing and automatic payments with a credit/debit card payment method. The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change. Additionally, the account reflected an **********************/Voice equipment rental. On January 8, 2024, an Xfinity Mobile discount was added to the account effective until January 7, 2025. Once the discount expired, it was automatically removed from the account. The change of service is reflected on the January 20, 2024 billing statement.
  
  On December 4, 2024, the account was repackaged and enrolled in a 12-month contractual agreement for Gigabit Internet. The contractual agreement is effective from December 4, 2024 and will expire on December 4, 2025. The promotional rate is effective from December 4, 2024 and January 2, 2026. Once the promotion expires, the retail rate will apply. The package receives a monthly self-service discount with enrollment in paperless billing and automatic payments with a credit/debit card payment method. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change. Additionally, the account reflects a ******** promotion for xFi Complete (which includes the xFi Complete Gateway and *************** effective from December 4, 2024 to January 2, 2026. Once the promotion expires, the retail rate will apply. The change of service is reflected on the December 20, 2024 billing statement.
  
  At the time the account was repackaged on December ******, the Xfinity Mobile discount was still reflected on the account. However,the ********************** discount expired on January 7, 2025 which was unrelated to the promotional rate accepted on December 4, 2024. The expiration of the Xfinity Mobile discount was also reflected on the December 20, 2024 billing statement. The account was billed correctly for the services.
  
  As a courtesy, a credit was applied to the account on August 18, 2025 for one month of service charges. The credit is reflected on the August 20, 2025 billing statement.
  
  On August 18, 2025, I corresponded via email with ***** ******** regarding the above information. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me **************.
  
  Sincerely,
  
  ******* *.
  Executive Customer Relations
  **************

  Customer Answer

  Date: 08/28/2025

  [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 ********, I find their response unacceptable because I was specifically told verbally that ALL promotional rates would convert at the time of my phone call in December 2024.  They did NOT say "except for the mobile discount".  That being said, I am not interested in pursuing the issue further.   Despite my dissatisfaction, I'm authorizing BBB to close the case.  
  
  Regards,
  
  ***** ********