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.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Cablevision

  557 S Oates St Dothan, AL 36301-2553

• 

  Comcast Service Center

  557 S Oates St Dothan, AL 36301-2553

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:08/03/2025

  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.

  Grossly misrepresented product info. I could rub two sticks together and get better internet. No actual human customer service to complain to and the company has basically a monopoly in my area. I hope somebody takes these fraudulent ***** degenerates to court some day, because this is just criminal.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  Better Business Bureau
  ***********************
  *******************
  
  Re:       *********** ****
              *****************
              Wheeling, WV 26003
  
                Case Number:                    23693071
              Date of Notice:             August 3, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********** ****, an authorized person on ******* ****** account, regarding ********************** service.
  
  I spoke with Mr. **** on August 11, 2025 regarding a service-related concern. Our records indicate that recently from July 16, 2025 to August 12, 2025, there were multiple service outages in Mr. ***** area due to a combination of planned and unplanned maintenance activity. On August 12, 2025, the maintenance activities were completed and services were restored.Unfortunately, Mr. **** continued to experience service issues. On August *******, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the overhead drop and internet modem. I attempted to contact Mr. **** once again to address any other issues he may have but I received no response. The signal level to the equipment is within working specifications. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  *** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/03/2025

  Type:Customer Service 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 canceled services with Xfinity effective 06-13-2025. I received a confirmation email from the company. I have since been getting charges. Ive talked with non English speaking outsourced customer service which could not give me a clear answer to why I was being charged after the fact. Im surprised that were almost 2 months in and I have another charge from the company. I will not pay. They have already received payment for their services under my tenure with them. There was no breakdown of what I owed. Nothing mailed to me outside of some arbitrary number. I did not use xfinity equipment, I opt to use my own. I owe them nothing.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
   
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:**** ********
  *****************************;
  *******************
  
  Case Number:23692894
  Date of Notice:August 3, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******** regarding Xfinity service.
  
  On August 6, 2025, I corresponded with Mr. **** ******** via email regarding his billing concern. Upon review of the account, we found that on May 27, 2025, a billing statement was issued covering service from May 31, 2025 through June 30, 2025, with payment due on June 18, 2025. On June 4, 2025, at the customers request, a voluntary disconnection order was placed to terminate the Xfinity account effective June 13, 2025, and the order was scheduled for completion on June 23, 2025.
  
  Due to the account being enrolled in automatic payments, the payment for the May 27, 2025 billing statement was processed and was applied to the account on June 19, 2025. Following the completion of the disconnection order on June 23, 2025, a prorated credit for unused services from June 13, 2025 through June 30, 2025 was applied on June 23, 2025, resulting in a credit balance, as reflected on the June 23, 2025 billing statement.
  
  Before a refund for the credit balance could be issued, the payment processed on June 19, 2025, was returned by Mr. **** ********* financial institution on June 26, 2025. A returned payment fee was assessed on June 26, 2025, which adjusted the final account balance. This amount included the returned payment fee and charges for services rendered from May 31, 2025 through June 12, 2025.
  
  On July 18, 2025, a payment was applied to the account for the valid service charges, leaving a remaining balance for the returned payment fee on the account. On August 6, 2025, as a one-time courtesy, the returned payment fee was reversed, clearing the balance. This adjustment will be reflected on the final billing statement that will be issued on August 23, 2025. I apologize for any inconvenience experienced 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
  
  

  Customer Answer

  Date: 08/07/2025

  [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:08/02/2025

  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.

  Dear Xfinity Customer Support,I am writing to express my frustration and disappointment regarding the ongoing issues with my internet service. I have contacted your company multiple times over the past month due to my internet connection frequently dropping. Despite several promises, the issue remains unresolved.Three technician visits were scheduledonly two technicians actually showed up. Both confirmed that the problem stems from an old outside cable that urgently needs replacement. They informed me that someone from Xfinity would follow up to schedule an appointment to replace the cable. However, it has been nearly a month, and I have yet to receive any updates or see any *********** the meantime, I continue to pay for a service that I am not receiving in full. This has caused repeated disruptions to my work and daily activities. I find it unacceptable that a simple infrastructure issue is being delayed for this long with no communication or accountability.I am requesting immediate action to schedule the necessary work to replace the outside cable and restore reliable service. I would also like to discuss a possible service credit for the prolonged inconvenience and unreliable internet over the past month. Please respond with a resolution as soon as possible.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *****
  ******************************************************************
  
  Case Number:23692808
  Date of Notice:August 3, 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 4, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the outside lines and assuring that the network performance servicing the area are working as intended and within specification. 
   
  However, upon follow-up after the visit, the issue persisted and a further investigation of the reported issues was completed on August 13, 2025, determined that ******* ***** may need to consider alternative networking, such as a Mesh Network, as the issues reported with the use of the service inside and outside are not within Comcasts scope of responsibility. 
  
  *** attempted to reach customers by email on August 14, 2025, August 19, 2025, and August 21, 2025; to confirm satisfaction however the customer has not reached back out to me.  
  
  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:08/02/2025

  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.

  Ive been a xfinity customer for almost 8 years and my service was cut off due to a balance I cannot pay in full. I offered a partial payment to start a plan, and they refused any flexibility. I was transferred between departments and still denied assistance. I want a resolution that includes service restoration with a fair payment agreement.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:         ******* *******
  **********************************
  ****************************
  
              Case Number:                      23692738
  Date of Notice:              August 3, 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 corresponded via email with Mr. ******* regarding a request for payment arrangements.
  
  On August 2, 2025, ********** account was suspended due to non-pay. Mr. ******* was informed by multiple Xfinity agents that his account was 128 days past due, with the last payment received on April 15, 2025, which did not bring the account current.
  
  Our records indicate that ********** currently has a balance due. To satisfy the account and keep services current, a 12-month payment arrangement was approved on August 5, 2025. All payments must be made either on or before the date indicated on page 1 of *********** monthly billing statements beginning with the August 24, 2025,billing statement. Mr. ******* is advised he can access his billing statement at any time by visiting ******************************, or through use of the Xfinity application on a mobile device.
  
  Services were restored on August 2, 2025, and Mr. ******* confirmed that all services are working as intended. I apologize for any inconvenience while working 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.
  
  Sincerely,
  
  
  ****** W
  Executive Customer Relations
  **************
  
  
  
  
  

  Customer Answer

  Date: 08/19/2025

  [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:08/02/2025

  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 preparation for travel to ****** from the **, I researched options to ensure consistent and affordable Xfinity Mobile data coverage with my existing US-based plan. Based on information found on the Xfinity Mobile website, I added "Global Travel Pass" to two phone lines. I received a confirmation email stating, "You'll pay a flat rate of $10/day in 215+ covered destinations, and $5/day in ****** and ****** only, for international cellular data usage on this line...Each 24-hour pass includes 5GB of high-speed data before cellular data is limited to 3G speeds." I later discovered this is completely inaccurate for ******. For cellular data coverage in ******, the user pays a different rate ($5/month) for 5Gb of data/month. Additionally, it requires activation of a separate "Mexico and Canada Unlimited Pass." Due to the misinformation in the original confirmation email, I was led to believe that Canada data coverage was included in the "Global Travel Pass" and that it would automatically activate once I used data in ******. Only after one day in ****** did I discover that the completely separate "Mexico and Canada Unlimited Pass" needed to be manually activated. By that time, I had already incurred data charges at a significantly higher $0.30/Mb charge. My travel to ****** was from 7/29/2025-8/2/2025, and Global Travel Pass was turned on (but apparently not applicable) for this entire time. The Mexico and Canada Unlimited Pass was added on the morning of 7/30/2025, so higher data rates were applied on parts of 7/29-7/30/2025, resulting in a total of $22 of inappropriate data charges at the $0.30/Mb rate that would apply if no pass were used. I have not contacted the business, as an Internet review reveals several similar instances where customers needed to file a ******************** complaint to reach a resolution.

  Business Response

  Date: 08/18/2025

  
  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* *******
              ***********************
  *********************
  
                  Case Number:                      23692703
                  Date of Notice:             August 3, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *******.
  
  On August 5, 2025, I spoke with ******* ******* regarding their Xfinity Mobile concern. Xfinity Mobile records show that ******* ******* added the Global Travel Pass (GTP) on July 13, 2025. As ******* ******* is on our second generation plan, the Mexico and Canada unlimited international plan is what needed to be added to the account to cover the usage while in ******, this was added on July 30, 2025.
  
  ******* ******* incurred international charges on the August 14, 2025 billing statement. On August 5, 2025 courtesy credits were applied to waive the international charges. These credits also reflect on the August 14, 2025 billing statement.
  
  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
  *******************************

  Customer Answer

  Date: 08/19/2025

  [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:08/02/2025

  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 filing this complaint in reference to my account with **********************, comcast which Ive been a Loyal long time customer of, 16 yrs. Ive always been a customer that takes and pays for the upgraded packages and have tried over the years to adapt to the cost, charges and changes they do regularly. Recently, over the past year or two, these changes have quickly changed dramatically, in price, much higher, loss of some services not offered anymore and now discount on whole package of $48 has disappeared. I went from paying $234 monthly to now $320. Im also being charged for a sports fee of $1530 which I dont want, dont watch but comcast refuses to remove this , I consider extra fee stating its part of your package that a included and cant be removed. With tie to tie issues of service, I receive a credit from tie to tie which I appreciate. I recently decided to terminate, cancel Comcast an and go with version. After speaking with a *** she was sorry why I was leaving, didnt want to loose any of what I already have but cant afford the large price of $320. Thats a car payment I said. *** was kind enough to offer a $20 monthly discount for one yr if I stayed. Very kind and I agreed. While stil taking to *** I complained that I havent been credited the $10 monthly for autopay using my checking account. She agreed and would note account for upper level to fix and adjust as she couldnt do. Some then, my account is stil not showing a $10 discount for auto pay using my checking account. Although I have a lot of security on my account due to military and law enforcement affiliation, I would really appreciate if Comcast could just please adjust my monthly bill to $250 or $260 with some kind of 12 month discount instead of the $20 which is missing the additional $10 credit for auto pay for now almost a year to make up this credit I havent received. Any assistance would be greatly appreciated. Tried doing chat also but *** could only assign a ticket of concern/ complaint

  Customer Answer

  Date: 08/07/2025

  This complaint is a separate matter/ issue against Comcast for a different incident of price gouging and or consumer fraud. Recently, a pending complaint with the BBB was filed against Comcast for failure to adjust billing as to receiving a $10 credit monthly for being on auto pay using my banking account. This $10 discount was never credited to my monthly bill and if totaled up, $10 a month x 12 months = $120 in credits not ever applied. After speaking with a Comcast corporate representative today who called e to that complaint, after 1 hr and 27 minutes, the end result was an unacceptable excuse of being told my package with Comcast , being one of the top packages didnt qualify for the $10 monthly discount, paying on on auto pay using my banking account was a ridiculous excuse. I explained no where on my contract nor on ****** search does this explain that reasoning. The only qualification is paying for internet was required and if using auto pay with a debit or credit card, you only receive a $5.00 discount, if using banking account, you receive a $10 discount. Ive always used my checking so I qualify for the $10. The excuse of my present package is not qualified is extremely unethical and poor customer service support. After this conversation and Comcast refused to honor my owed discount or fixing this with applying the $10 discount on the next bill and all auto billing moving forward and with not asking to be reimbursed any back credits, Comcast continued to ignore and refused to fix this issue. After that call , I notified my bill in Nov of 2024 had a monthly $23 discount til November 9, 2025. And my service equipment charge was $45. Something happened in December of 2024 cause in January 2025, my $23 discount which is shown on y November 2024 billing statement was now disappeared on January ****************************************************** price to $51. Comcast is deliberately misleading and engaging in unethical business practices

  Total is $120 for 12 oths of $10 credit then missing $23 credit from November 2024 to November 9, 2025 that I stopped receiving as of January 2025. $23 from

  
  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** **********
  **************************************************************************************
  
  Case Number:23692187
  Date of Notice:August 3, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ****** **********.
  
  The Regional Sports Network Fee is an itemized charge that appears on customers bills. The charge is not government-mandated and will increase from time to time. This are based on our costs of providing the regional sports networks we carry on our cable systems in each area. The cost includes the fees that regional sports networks charge us to carry them on our cable systems, a fee that represents the one of the fastest growing components of our programming costs. The Regional Sports Network Fee is not included as a part of pricing under a promotion or minimum-term agreement and can increase during a promotion or minimum-term. Because Mr. *********** Xfinity TV Service includes regional sports programming, he is charged the Regional Sports Network Fee.
  
  Customers received advance notice before the Regional Sports Network Fee was first introduced, and receive advance notice before increases of the Regional Sports Network Fee take effect. In addition, Comcast discloses the Regional Sports Network Fee at several points throughout the customer experience, including in its advertising, during a customers ordering process, on a customers bill, and through customer support and education on ********************* website. When a customer adds a new service and before ******************** seeks the customers approval at the final point of sale, the customer is informed of the Regional Sports Network Fee. 
  
  On August 5, 2025, I spoke with Mr. ********** to discuss the concerns raised in his complaint. Our records indicate Mr. ********** subscribed to a 24-month agreement with a 36-month tiered promotion for the Super+ More package at a promotional rate. The agreement was effective November 4, 2022, until November 4, 2024. The service includes: Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), Digital Preferred Tier, ***** Max, Paramount+ with SHOWTIME, TMC, More Sports & Entertainment., High Definition, Premium Digital Video Recorder Service, Gig+ Internet, ******* Standard High Definition Plan, and Xfinity Voice Unlimited. The first 24-months the promotion was effective November 4, 2022, until November 9, 2024. On November 10, 2024, the promotion would have transitioned to the third year rate and would have expired on November 9, 2025, at which time retail rates would have applied. The promotion did not include any discount for enrolling in Paperless Billing and Automatic Payments.
  
  There are some service packages Comcast no longer offers and are unavailable. However, customers who currently subscribe to one of the packages, will maintain the package until a change of service is made to the account. Once a change is made and the package is removed, the package may not be able to be added back to the account. 
  
  On November 7, 2024, Mr. ********** spoke with an agent and accepted a 24-month tiered promotion for the Gigabit Internet package at a promotional rate. The first 12-months the promotion was effective on November 7, 2024, and would have ended on November 9, 2025. On November 10, 2025, the promotion would have transitioned to the second year rate and would have expired on November 9, 2026, at which time retail rates would have applied. Mr. ********** also accepted the *********** package at a retail rate and Xfinity Voice Premier at a retail rate, both effective November 7, 2024. The service included: Limited Basic, Sports & News, Kids & Family, Entertainment, Streampix, High Definition Programming, 50+ Additional Channels, Unlimited Local and Long Distance Calls. The account included a multi-product discount that lowered the monthly rate. The package included a monthly discount for enrolling in Paperless Billing and Automatic Payments using a bank account.
  
  On November 8, 2024, Mr. ********** added a 24-month promotion for the ***** Max, and ****************************** package at a promotional rate. The promotion was effective on November 8, 2024, and would have expired on November 9, 2026, at which time retail rates would have applied.
  
  On November 13, 2024, Mr. ********** spoke with an Executive Customer Relations agent regarding a billing concern. The agent submitted a ticket to have the previous package (Super+ More) added back to the account as requested. The same day the package was added back to the account at the retail rate at that time. The changes reflected in the December 5, 2024, billing statement. The package did not include any discount for enrolling in Paperless Billing and Automatic Payments. Additional services, equipment, taxes, and fees are not included in any of the package pricing.
  
  On December 2, 2024, an audit was performed that removed the Paperless Billing and Automatic Payments discount code from the account, since the account no longer qualified for the discount after the removal of the previous package (Gigabit Internet) that was added on November 7, 2024.
   
  On July 4, 2025, Mr. ********** spoke with an agent regarding a billing concern. As a courtesy, the agent applied a 12-month loyalty discount to the account. The discount is effective July 4, 2025, and will expire on July 3, 2026. This change reflected in the July 5, 2025, billing statement. 
  
  On July 21, 2025, Mr. ********** spoke with an agent regarding a billing concern. The agent applied a courtesy credit to the account.
  
  On July 29, 2025, Mr. ********** spoke and chatted with agents regarding a billing concern. The agents applied courtesy credits to the account. An agent submitted a ticket to have a credit applied to the account, due to not receiving an Autopay and Paperless discount. However, the request was unable to be fulfilled; therefore no credit was applied. The credits from July 21, and 29, 2025, reflected in the August 5, 2025, billing statement.
  
  During our interaction, Mr. ********** was informed the Paperless Billing and Automatic Payments discount is not included with the package he currently subscribes to. Options were reviewed to lower the monthly rate; however, he is currently in the lowest rate for the services in which he requests and subscribes to. No changes were made to the account.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  
  *****
  Executive Customer Relations
  **************
  
  

• Initial Complaint

  Date:08/02/2025

  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.

  Everything is recorded as well. They are scamming their customers.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ********
              ****************
              ****** CO 80620
  
                Case Number:                    23692057
              Date of Notice:             August 2, 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 4, 2025, I spoke with Mr. ******** regarding his billing concern. Our records reflect that the account is enrolled in Internet Essentials at retail rates. During our conversation, I confirmed the two available service tiers for Internet Essentials. I clarified that we do not currently offer a promotion that *********** referenced in the complaint. 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:08/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2025, a low voltage electrician diagnosed damage to equipment in my home to a surge through Comcast's coaxial cable and advised me to contact them to inspect their work. I attempted to contact them via chat, phone, and email (6/26). They ultimately replied only to a submission on their website about a safety hazard. They sent out individuals on 7/3, 7/7, and 7/8 to review the issue. I spoke in person with the final technician on 7/8 who said the other techs were overthinking the issue. He said the original Comcast tech at install of service had not attached the grounding wire to their equipment (the original picture I sent the corporate office is attached here) and that it was loose/ineffective in its tie to the house. I am surprised based on their assessment they didn't offer to pay for the electronic equipment that was damaged since it was their fault, but what is unacceptable is that they charged me $100 to repair a problem they created. I've emailed them multiple times to ask them for a credit but have been ignored.

  Business Response

  Date: 09/03/2025

  
  September 3,2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******** *****
              *****************************
              *******, GA 30187
  
              Case Number:              23691730
              Date of Notice:             August 15, 2025
  
  Dear Sir/Madam:
  
  This ****** responds to the above-referenced complaint submitted by ******** *****.
  
  We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We have reached out to ******** ***** directly and discussed their concerns.
  
  ******** ***** has been provided with direct contact information should there be any further questions or concerns.
  
  Sincerely,
  
  
  **** *.
  Executive Customer Relations 

  Customer Answer

  Date: 09/03/2025

  I appreciate Comcast crediting the charge they made for correcting their faulty installation. I am now in contact with their insurer on the damage I incurred and appreciate it.

• Initial Complaint

  Date:08/02/2025

  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.

  Comcast creates artificial barriers to speak to a person about cancelling your service. While making you wait minutes to hours to speak to a person, they further drag out the process by trying to sell you a reduced fee for their service to keep you as a customer. Even when explaining to ********************** you do not have a need for their service they continue to try to sell you something instead of fulfilling your cancellation request. This process needs to be changed. It's predatory and borderline criminal. After all of this wasted time finally getting my service "cancelled", comcast did something incorrectly on their end and did not cancel my service, even though I have the email stating my last date of service is 05/14/2025. They ended up charging me for time after this date and filing the unpaid bill with a debt collector. This again is wasting my time as a customer and potentially affecting my credit. Again, while trying to contact them it's impossible to talk to the "right person", instead they just want to sell you a service.

  Business Response

  Date: 08/15/2025

  
  August 15,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *********
              *******************
              ***********************
  
                  Case Number:                      23691468
              Date of Notice:             August 2, 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 4, 2025, I spoke with Mr. ********* regarding a billing concern. Our records indicate that on September 9, 2024,Mr. ********* agreed to a 24-month agreement for Gigabit Extra Internet, at a promotional rate. The contractual agreement was effective from September *******, to September 10, 2026. The promotional rate was effective from September 10, 2024, through September 9, 2026, after which time, the retail rate would have applied. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account received a self-service discount with enrollment in both Automatic Payments with a linked credit/debit card and Paperless Billing.
  
  On May 24, 2025, we complied with a request made by Mr. ********* to end the 24-month agreement effective May 14, 2025. The billing statement issued on May 24, 2025,reflected a balance due for services rendered from May 10, 2025, through May 13, 2025, and an early termination fee for the remaining 16 months of the agreement ending on September 10, 2026. The final balance was also reflected on the June 24, 2025, billing statement. Payment was not received, and on July *******, the outstanding balance was charged off to third-party collection.
  
  The early termination fee applied to the account is valid. Please be advised that the account has been billed accurately. The request for compensation is not supported by company records and is respectfully denied. Proof of payment is needed to clear the account balance. 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:08/02/2025

  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 26, 2025, xfinity installers arrived to install cable service. During the installation, they cut through an electrical wire. Rather than notify anyone, they buried the live wire, finished their install and left. 3 phone calls and 4 chat attempts were made, along with contacting xfinity support via ******* and contacting the sales associate that sold the service. There was no resolution so we paid to have it repaired ourselves, which is the amount requested for reimbursement. The attached photos are our electricians during the repairs.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *****
  *****************************************************************************************
  
                Case Number:                    23691380
              Date of Notice:             August 2, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** ******
  
  On August 4, 2025, I spoke with ******** and ***** ****** I referred the damage and compensation concerns to Comcasts Technical Operations and business partner (contractor) teams.
  
  On August 19, 2025, a check in the amount of the cost of repairs was mailed to *** and Mrs. ****** On August 21, 2025, I called for follow up and left a message with the aforementioned information.
  
  I apologize for any inconvenience that may have been experienced, 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