Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

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:07/28/2025

  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 just moved, which required moving my Xfinity service that I bought 5 years ago. Thanks to that move, Xfinity is constantly telling me to return TV equipment or they will charge me - but I never received that equipment and I do not own a TV. I have a receipt from 5 years ago proving that my original service was bought with "customer-owned equipment."I have spoken to customer support 3 times so far about this, and each time they promise to resolve the issue - and then I get a new threatening text. This is completely inappropriate behavior and needs to stop.

  Business Response

  Date: 08/01/2025

  
  August 1, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** *******
              *********************
              ********, CO. 80233
  
                  Case Number:      23663673
              Date of Notice: July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.
  
  On July 29, 2025, I spoke with Ms. ******* regarding the notifications she was receiving about unreturned equipment associated with her previous account ending in 2323. During our discussion, it was determined that Ms. ******* never had any additional equipment from Comcast in her possession.
  
  While on the call, I successfully removed the listed device from Ms. ******** account and informed her that the notifications would cease, and no additional charges would be billed. I also extended an apology for any inconvenience this matter may have caused during the resolution process.
  
  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 Resolutions

  Customer Answer

  Date: 08/06/2025

  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:07/28/2025

  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.

  On July 7, 2025, I contacted Comcast to disconnect my services. Following this request, I disconnected my cable box and ceased using all Comcast services immediately. I considered the matter resolved and awaited further instructions on equipment return.However, on July 28, 2025, I contacted Comcast to inquire about returning the equipment and was shocked to learn that my account had not been disconnected as previously requested. Despite my clear communication on July 7 and no further use of the services since that date, Comcast has refused to retroactively disconnect the account or make appropriate billing adjustments.I attempted to resolve this matter through customer service, but was met with unsatisfactory responses and an unwillingness to take accountability for the oversight. This experience has left me deeply disappointed, frustrated, and dissatisfied with Comcast's customer service and internal processes.I am requesting the following resolution:Retroactive disconnection of services effective July 7, *********************************************************************************************************************** clear instruction for equipment return

  Business Response

  Date: 08/05/2025

  
  August 5, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ***** *****
           **************************************************
           *****, FL 33178
  
           Case Number:    23663462
           Date of Notice:   July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Comcast Business Service.
  
  On July 29, 2025, I communicated with Ms. ***** via email and scheduled a disconnection of service effective July 26, 2025. In addition, I applied a credit to the account on July 29, 2025, to further backdate the disconnection date to July 7, 2025, as requested. The credit is reflected on the August 1, 2025, billing statement. 
  
  During our interaction, I advised Ms. ***** that she can return the leased equipment to any local Xfinity store or at an *** store. 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 Business Account Manager
  
  

• Initial Complaint

  Date:07/28/2025

  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 the 3rd of July 2025, Xfinity contractors came to my home to ***lace a coaxial cable that connects from the relay box on the light pole to cable box to the house. Unfortunately the cable runs across my neighbors yard and my driveway and needs to be buried. (Please note Xfinity buried the previous cable). I asked the installer are they going to bury the new cable? He stated " We don't do that. Someone else will come out and bury it." A week passed and no one has come out to resolve this. I called customer service and put in a trouble ticket. I was given a appointment date. On that day again no one showed up. I ***eated this process 4 "TIMES" and got the same result. Finally, I went to Xfinity main office here in ******* on the 23th July and put in "ANOTHER TROUBLE TICKET". I saw a in store customer service *** who supposed to handle my case and assured me that someone will take care of this problem. On the 25th July again another "NO SHOW". I am beyond frustrated and currently looking for another provider. For the amount of money I'm paying there is just no excuse why this is happen. Totally disappointed.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ****
  **************************************************************
  
                  Case Number:                      23663180
              Date of Notice:             July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* **** regarding Xfinity service.
  
  On July 31, 2025, I spoke with ******* **** and advised his concern was forwarded to our field management for review. On July 31, 2025, a technician visited the residence and identified that the area is built for aerial drops.The drop on the ground was removed and a new aerial line was installed. On August 1, 2025, I spoke with ******* **** and confirmed the line issue resolved. 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:07/28/2025

  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.

  Bought a phone with a trade in through xfinity. They canceled the trade in promo and returned my old phone several months later due to a typo in the serial number entry when initiating the trade in for iPhone 16. I eventually returned the new phone and was told I would get my money back (phone call recorded). Not only did I not get my money back, but they charged me $900 for the returned phone. They never returned my money. I reported it with the bank and the bank refunded me. They did not hear back from Xfinity when investigating the charge dispute. Now Xfinity is charging me for $900 a second time, scheduled to withdraw Aug 12. I've had many phone calls to get the charge removed. Every phone call they say it's taken care of. Then I get an email reminded of the overdue amount they will be taken out in august. I pay for my Wi-Fi through them so I can't cancel my card, and I don't want the charge to go to collections, and I refuse to pay the $900 a second time. Xfinity is not helping.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *******
              ****************
              *****,MD 21221
  
              Case Number:                    23663179
              Date of Notice:             July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.
  
  On October 10, 2024, **** ******* purchased an iPhone 16 Pro with a 24-month device payment plan. At the time of purchase, Ms. ******* opted to trade in an iPhone 12 to receive a monthly credit for 24 months. The iPhone 12 was returned to Ms. ******* as Xfinity Mobile received a different serial number than anticipated. The phone was delivered to Ms. ******* on December 11, 2024.
  
  On January 17, 2025, the iPhone 16 Pro was received at the Xfinity Mobile warehouse as an unsolicited return. On January 20, 2025, the device was marked as received in good condition, with no trouble found.  
  
  The unsolicited return order for the device listed above was closed on January *******; however, there is no record that a credit adjustment was applied to the billing statement issued on January 23, 2025 to offset the remaining device charge reflected, causing the monthly payment to process on February 12, 2025.
  
  On March 21, 2025, the February 12, 2025 payment was disputed with the bank,causing the amount to be reapplied to the mobile account. On March 23, 2025, a late fee was assessed to the account.
  
  On May 25, 2025, the account balance was sent to an outside collection agency.
  
  On July 28, 2025, a one-time courtesy credit was applied to the account, offsetting the account balance and removing the account from collections.
  
  I spoke with Ms. Nuckols on July 28, 2025, and reviewed the above information.
  
  On August 5, 2025, a refund request was submitted for the initial payment and monthly device payments for returned iPhone 16 Pro. On August 6, 2025, the refund was approved and Ms. ******* can expect a refund email in 7 to 15 business days.
  
  The follow-up call on August 7, 2025, was unsuccessful; however, I was able to leave a voicemail regarding the refund status. 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,
  
  
  ********* *.
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:07/28/2025

  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.

  The account notes and recorded calls should sufficiently support my breach of agreement claim. On January 28, 2025, I selected an unlimited Xfinity plan via Rakuten (Order ID: *************************************, including installation scheduling and automatic payment setup.Despite this, I received a call the next day requesting installation scheduling, which I had already completed. I complied again as instructed. Months later, I began receiving notices that I was nearing my data limitimpossible, as I had chosen an unlimited plan.After numerous calls, a store visit, and repeated assurances from multiple representatives (all recorded) that a fix and callback were imminentincluding a promised one-time credit to momentarily pacify the situationno resolution has occurred. One rep confirmed that the unlimited feature was missing and should have been immediately added, and this was documented in my account notes.I insist on resolution: either activate the unlimited plan I selected through Rakuten, or release me from the agreement without penalty. As Xfinitys first ******** in my neighborhood, Ive shared this experience with others whove asked about service, and will continued to effectively share the totality of my experience. If *******-based plans cant be confidently honored or supported, that offering should be reconsidered.

  Business Response

  Date: 08/15/2025

  August 18, 2205
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re: ****** Kilgore 
  ******************************************************************************
  
  Case Number:23663079
  Date of Notice:July 28, 2025
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ****** *******.  
  
  In her complaint, Ms. ******* mentions her use of a third-party marketplace to subscribe to Xfinity service. In this case, the third-party channeled Ms. ******* directly to the Xfinity website.
  
  On January 29, 2025, Ms. ******* subscribed to a 24-month contractual agreement for Xfinity Gigabit Internet with an Xfinity gateway.  The contractual agreement Ms. ******* accepted did not include an unlimited data plan. When Ms. ******* accepted the contract, an order confirmation was sent to her email address on record.
  
  Upon receipt of this complaint, a Comcast representative contacted Ms. ******* to discuss her concerns. The representative attempted to repackage Ms. ******** Xfinity Internet service into a plan with unlimited data, however, Ms. ******* failed to complete the order process, and no changes were made. A follow-up email was sent to Ms. ******* providing the new package information and a direct contact number should she decide to move forward with changing her service. 
  
  If you or Ms. ******* have further questions or concerns, please feel free to contact this office. 
  
  Sincerely,
  
  
  Comcast Customer Security Assurance
  ************** 
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  Purchased new phone. Had issues with it for months. Most notably was in ****** on vacation with no cell service. Spent 6 hours over the course of two days online with 8 different chat agents. No one could get it working. Returned home and service seemed restored on its own. Two months later phone suddenly could not connect to any internet anywhere. Chatted for an hour with agent. Couldnt get it to work. Agent told me it was the phone and I should take it back to Xfinity store for ***lacement. But when I did, store *** said I would need to purchase a new phone but he thought he could fix the inability to connect to WiFi problem. So he deleted my Sim and then tried to reload it. But alas without being able to connect to WiFi he couldnt redownload Sim. So now not only did original problem still exist but now I have no phone service at all. Totally cut off. Went home and contacted chat agents again and was told to contact ***** support. Which is difficult cause I can only use laptop internet connection for online support. With no cell service cant call them. Xfinity does not stand by the products they sell and when unable to fix a problem that was not my fault, best they could do was tell me to buy another phone or contact another company who cant call because I have no phone service. Been a loyal customer but not anymore. Will encourage anyone considering Xfinity to seriously rethink it.

  Business Response

  Date: 08/15/2025

  
  August 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:                      Case Number:                      23657808
                  Date of Notice:             July 28, 2025
  
  
              ***** ******
              *************************************
              *******, IL 60643
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity Mobile service.
  
  On August 1, 2025, I spoke with Ms. ****** regarding her Xfinity Mobile concern(s). On December 5, 2024,Ms. ****** purchased 2 Blue Apple iPhone 15s. Our records confirm that on July 24, 2025, Ms. ***** ****** contacted Comcast regarding her Apple iPhone 15,associated with the line ending in 4014, which was unable to connect to any available Wi-Fi networks. In an effort to assist, a representative attempted to replace the devices eSIM. Please note that in order to initiate an eSIM replacement, the original eSIM must first be deleted, and a new one downloaded over a Wi-Fi connection. Due to the devices inability to connect to Wi-Fi, the eSIM replacement process could not be completed, which resulted in a temporary disruption of service on the affected line. The inability of the device to connect to Wi-Fi appears to be a hardware-related issue, which is best addressed by the device manufacturer. On August 1, 2025, I recommended that she contact ***** Support for further assistance, as the issue is likely due to a manufacturers defect. Records show that the Apple iPhone 15 was purchased on December 5, 2024, which places the device outside of **************************** return and exchange policy. Although we understand Ms. ******* frustration, we remain limited in our ability to resolve hardware defects on behalf of the manufacturer. We remain available should Ms. ****** require any further assistance regarding her Xfinity Mobile service.
  
  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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

  Customer Answer

  Date: 08/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23657808
  
  I am rejecting this response because:
  In the response from Comcast it was stated that attempts to fix the problem of not being able to connect to WiFi resulted in temporary disruption of my service. This is incorrect. The representative at the Comcast store deleted my Sim thus rendering the phone unable to make or receive calls or texts. Then he was unable to restore the Sim and he explained that there was nothing else that could be done except for me to call ***** support. But how could I call anyone without phone service? Thats not a temporary disruption. And besides I didnt purchase the phone from *****. I purchased the phone from Xfinity. Xfinity should stand by their products and take back faulty equipment. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/27/2025

  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 cancelled Cable *************************** service with Xfinity as of 4/12/25. The final bill showed I was due a $5.94 refund. To date, I have not received said refund despite contacting their **************** and Billing Depts on several occasions, only to be assured that the matter was being investigated. I was also told that a check was mailed to me at correct address in June 20.Since 7/24/25,I have received a daily text informing me they are ' working on it'.I cancelled service with Xfinity because of constant service problems with their equipment and poor ****************.

  Business Response

  Date: 08/05/2025

  
  August 5,2025
  
  
  Better Business Bureau
  ****************************************************************************************
  
  Re:       Glendela ********
              *******************************************************
              ********, ** 77584
  
              Case Number:              23662069
              Date of Notice:             July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ******** regarding Xfinity service.
  
  On July 29, 2025, I spoke with Ms. ******** regarding a refund request. Our records indicate that Ms. ******** disconnected the account effective April 13, 2025.The credit balance is as reflected on the April 13, 2025 billing statement. The details are as follows: unpaid balance; prorate credit for services billed from April 13, 2025 to May 13, 2025; prorate credit for service fees billed from April 13, 2025 to May 13, 2025; and prorate credit for taxes, fees and other charges billed from April 13, 2025 to May 13, 2025.
  
  On May 13, 2025, Ms. ******** account was assessed an unreturned equipment which is reflected on the May 13, 2025 billing statement. On May 14, 2025, the equipment was returned and on May 29, 024, the unreturned equipment charge was reversed which is reflected on the June 13, 2025 billing statement.
  
  On May 30, 2025 the credit balance was processed for a refund. The refund could not be issued to Ms. ******** last payment method and an email was sent with instructions to redeem her refund digitally through ******************************* but *********** has not received the email. On July 28, 2025, Comcast resent the email to Ms. ******** preferred email address. On July 29, 2025, I spoke with *********** who confirmed she received the email and the refund. 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:07/27/2025

  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 called Xfinity to transfer my internet and mobile service to my new place that I was renting a room out of. They told me I couldnt since my roommate already has Xfinity so I asked them to cancel my internet and mobile service. Apparently they still transferred my service over to my roommates house even though they said I couldnt. They told me over the phone that everything was cancelled & I didnt need a transfer number to keep my number (which is not true) I have had to call about this 3 times and it was still not resolved because I was still being billed. I go to the Xfinity store 3 times. The last time I went they told me only one of my two mobile services were canceled. So they canceled both and now Im still getting emails that my internet service is being canceled because I did not pay. They make it so difficult to cancel my service and tell so many lies I cannot believe they are one of the most popular providers. I will never go back to this disgrace of a company.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  Better Business Bureau
  ******************************************************************************************
  
  
  Re:       ****** ***********
              **********************
              *************************
  
              Case Number:                    23661991
  Date of Notice:              July 28, 2025
  
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *********** regarding Xfinity Mobile services.
  
  On July 23, 2025, an Executive Customer Relations Specialist spoke with Ms. ********** regarding the disconnection of Ms. *********** Xfinity Mobile account. Ms. *********** Xfinity Mobile account was still active, and the Executive Customer Relations Specialist closed Ms. *********** Xfinity Mobile account and backdated the disconnection date to July 02, 2025.
  
  On July 22, 2025, and July 23, 2025,  a credit was applied to Ms. *********** Xfinity Mobile account and would appear on the billing statement for July 21, 2025,through August 22, 2025. The credits provided settled Ms. *********** Xfinity Mobile account. Ms. ********** was emailed a screenshot of the Xfinity Mobile statement on July 29, 2025.
  
  On July 29, 2025, I emailed Ms. ********** and informed Ms. ********** that the final Xfinity Mobile bill will not have a balance due as the Xfinity Mobile account has been closed with any remaining balance owed credited on July 22, 2025, and July 23, 2025.
  
  On July 30, 2025, an Executive Customer Relations specialist spoke with Ms. *********** regarding a billing concern. Our records indicate that for ************************************************* an active account already exists at the location. On June *******, a service transfer order was created for the account number ending in 7785 located at *****************************************************, to **********************, which created an account number ending in 8461.
  
  On July 1, 2025, Ms.*********** spoke to an Xfinity representative, at which time, she was advised that there was an existing account at the location and that the service transfer could not be completed. During the call, Ms. ********** requested that the services be transferred back to the account number ending in 7785. However,our records do not reflect that the account was reactivated. On July 1, 2025, a disconnection order was created for the account number ending in 8461 and completed on July 2, 2025, leaving a balance due.
  
  On July 1, 2025, the account number ending in 7785 was disconnected, leaving a balance due shown. On July 12, 2025, an Automatic Payment was processed for the remaining balance and will reflect on the August 1, 2025, billing statement. 
  
  On July 27, 2025, Ms.*********** communicated with an Xfinity representative via chat, during which the remaining balance for the account number ending in 8461 was waived. The credit was reflected on the July 27, 2025, billing statement. The representative confirmed that the account number ending in 7785 reflected no balance due.
  
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  *** *.
  Xfinity Mobile Executive Resolutions
  ****************************-2775
  
  

  Customer Answer

  Date: 08/13/2025

  [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,
  
  ****** Castellanni
  
  

• Initial Complaint

  Date:07/27/2025

  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.

  went onto the xfinity app prior to an out of country trip to set up a global travel pass but could not get it done through the app, i hen called in to xfinity to have the global travel pass set up and spoke with a representative who said it was taken care of and that my line was added to the global travel pass When i came back from a 6 day trip from 6/12/25 - 6/17/25 my next bill had an extra $2381.90 in charges for international data. I received no notifications when out of the country of international roaming being used as is required by the ***. Had i been properly notified when out of the country i could have immediately called xfinity back to get the issue resolved before incurring charges. after getting the bulling notification i called in to xfinity and was told there was no record of me calling in and that there was nothing they could do and that the charges were valid. i called second time hoping to receive a bill reduction and again was told the charges are valid. Even after sharing that i received no usage notifications they refused oto resolve the issue created by their employee not completing my request. not only did xfinity not excecute the request i made which would have prevented this excess charge from occurring, they also did not notify me in a timely manner of unusual or high usuages as is required by the *** i am requesting that the $2381.90 be removed and replaced with the $10/day global travel pass charge as should have been done in the first place.

  Business Response

  Date: 07/31/2025

  
  July 31, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ****** ********
           TX 77493
  
           Case Number: 23661665
           Date of Notice: July 28, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******** regarding Xfinity service.
  
  On July 29, 2025, I spoke with *** ******** regarding his Xfinity mobile billing concern. Our records indicate that *** ********* account currently has one mobile line on the unlimited data plan. During *** ********* June 5-July 4, 2025, billing cycle he was charged for ****** MB of international roaming charges while visiting ******* 
  
  There are no records that indicate *** ******** contacted Xfinity to obtain a Global Travel Pass (***) prior to travel. We are unable to determine if *** ******** attempted to add a *** via his online Xfinity mobile account as customers will receive an email notification when a *** is added. Customers will also receive a text message notification when they reach the desired destination to advise the *** has been activated. There are no records that speak to travel and or a *** within *** ********* activity tab on the account as this is where the information appears. Per *** ********* complaint he has since been correctly educated the necessary for future travel. 
  
  It appears that a potential account error occurred as there are no records that indicate that a Welcome to ****** notification text was sent to *** ******** therefore to properly advise him the pay as you go travel rates for ****** and the *** option as this is sent to customers when they enter an alternate country to advise of that countrys travel rates and the option to obtain a ***. 
  
  On July 29, 2025, I applied a one-time courtesy credit toward the June 5-July 4, 2025, billing cycle to remove the entire charge due to *** ******** not receiving any notifications to make the decision to pay as you go or obtain the flat rate ***. I explained the above information to *** ******** and reconfirmed clear expectations have been set for future travel. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  XM Regulatory Specialist
  
  

  Customer Answer

  Date: 07/31/2025

  [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:07/27/2025

  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 asking for a extension on my current past due bill being that I have been behind and trying to pay my bills since recovering from bed rest and every time I reach someone in customer service for one they spread misinformation and dont know how contact anyone before confirming the information they are providing is correct 2. They dont honor what they say if they gave you the option to extend a current extension and then try to say you have to pay first before anything even tho I never had to pay to extend my notice and I paid half off in February

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  Better Business Bureau
  ***********************
  *******************
  
  Re:       ******* **********
              **********************************
              Apartment c101
              *****, DE 19901
  
              Case Number:                      23661586
              Date of Notice:                     July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** 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. Although I was unable to reach *** **********,I reviewed the billing on her account. Our records indicate that the last payment was received from *** ********** on February 24, 2025. On July 26, 2025, *** ********** account was disconnected for nonpayment of the past due balance as reflected on the July 1, 2025 billing statement.
  
  At the time of this writing, the total amount due is as reflected on the August 1, 2025 billing statement, the details are as follows: past due balance; credit prorate for service removed and added and billed from July 2, 2025 to August 5, 2025; regular monthly charges for services billed from August 6, 2025 to September 5, 2025; reactivation fee assessed on July 4, 2025; reactivation fee assessed on July 5, 2025; reactivation fee assessed on July 24, 2025; reactivation fee assessed on July 26, 2025; late fee assessed on August 1, 2025; and shipping and handling assessed on July 25,2025.
  
  Unfortunately, because of a failed payment arrangement on July 21, 2025, *** ********** is not eligible for a payment arrangement. Additionally, *** *********** request for compensation is respectfully denied as it cannot be justified. Please be advised the billing on this account was accurate at that time. 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