Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,105 total complaints in the last 3 years.
9,109 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/27/2025
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.
The customer service is awful, and they do little to nothing to resolve issues that customers have
Business Response
Date: 08/07/2025
August 7, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ****** ****
************************
******, MD 21921

Case Number: 23661529
Date of Notice: July 28, 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. Although I was unable to reach ****** ****, a review was completed on the account.

Our records reflect that ****** **** is not an authorized user on the account in question. ****** **** would need to be added to the account as an authorized user by the account holder before any account information can be discussed or released. 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: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.
On 7/22 Xfinity installed an underground cable. They left cables in our personal container. I called them and they told me it will be picked up by Thursday, but no one showed up. I called them again7/25 they said it will be picked up by the end of the day, nothing. I called once more on 7/26 and they said it will be picked up by sunday 7/28 3:00pm. Today is Sunday 6:00 pm and no one has showed up and I have not received a message about a delay
Business Response
Date: 08/05/2025
August 5, 2025

BBB of ******************* & ********************
***************************************************************************
**********************

Re:       ******** ******** *****

            , GA 30040

                Case Number:                      23661446
            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 ******** ******** Nunezregarding Xfinity service.

On July 28, 2025, I began corresponding via email with ******** ******** ***** regarding her concern with debris left behind.On July 30, ************************************************************ ******** *****, at which time she advised the matter had been resolved and the debris in question had already been removed. I received a follow up email from Ms. ******** ***** on July 30, 2025 confirming the above. She explained that she approached technicians completing an appointment at a neighboring residence and they resolved the matter.

On July 22, 2025 and July ******* courtesy credits were applied to the account. These credits reflect on the August 4, 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: 08/10/2025
[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: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 2022, I moved away from the address ********************************************************************************************. At this time, I made multiple attempts to terminate my Xfinity wifi service, and the service was even transferred to the new tenant that moved in. However, I was consistently charged for the services and called MULTIPLE TIMES to terminate these services. The credit card that was on the autopay eventually expired, and I still called to attempt to cancel this service. I told multiple people on multiple days that this service needs to be cancelled. I was also instructed that my service would be cancelled and that I would be refunded when I told Xfinity people calling me that I owed money. I just received an notification that my account was sent to a collector after proving that I had moved away from the address, the service had been cancelled, and that I would not owe any money. I am working to get this appealed and taken off of my credit report, and to no longer have collectors coming after me. I tried so many times to cancel this account and am not sure why it was never cancelled.
Business Response
Date: 08/11/2025
August 11, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       ****** ********
            ***************************************************************
            ******************

            Case Number:                    23661231
            Date of Notice:             July 27, 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 28, 2025, I spoke with Ms. ******** regarding an billing concern. Comcast records indicate Ms. ******** subscribed to Performance Pro Internet at regular retail rates which are subject to change. Ms. ******** was using the automatic payment feature on the account with a Master Card. Payments were received around the 24th of each month. On May 9, 2025, our records show the automated payment failed to process and the account was removed from reoccurring payments due to an unsuccessful payment attempt.

Our records do not show a record where Ms. ******** contacted Comcast and requested to disconnect services.

Comcast records show the last automatic payment was applied to the account on March *******. A Comcast service issue prevented a payment from being taken in April 2025, which increased the balance owed. On May 9, 2025, the automatic payment failed to process due to the credit card had expired and the card was removed from the automatic payment enrollment.

On June 23, 2025, the account was disconnected due to non-payment with an effective date of May 29, 2025. The billing statement dated June 23, 2025, reflected a balance which included a past due balance that was carried forward from the previous billing statement dated June 1, 2025 and prorated credits for service removal dates from May 29, 2025 through July 5, 2025.

Ms.******** was using a customer owned and managed modem on the account that was removed from the account on June 25, 2025.

On July 13, 2025, the account balance was charged-off and sent to an outside collection agency. This information appeared on the July 14, 2025, billing statement.

On July 28, 2025, I spoke with Ms. ******** and explained the automatic payment process and provided the above information.
On August 6, 2025, a credit was applied to the account to back date charges to February 26, 2022. Comcast will request a correction be sent to the credit reporting agencies that the collection action was in error and to remove the collection action from the credit report. Please allow 30 to 45 days for collection agencies to be notified and update their records.

On August 6, 2025, I spoke with Ms. ******** and advised Comcast will send a refund check to the billing address on file and can take 4-6 weeks to receive once processed.

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:
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.
To whomever maybe concerned. I am being charged $325 for Xfinity ********************** that I never requested, authorized, or received. I moved from ********************************************************** to *********************************, and brought my own equipment with me. No one installed anything, and I never signed up for home security in my new home.I paid $107.33 on May 16, 2025, which should have lowered my balance. I was later told $455 was transferred to my new account, without a clear explanation.I asked multiple agents for a breakdown of this amount. Instead of helping, they repeated the same vague response. I was switched between agents (*******, then ****** and ***** on the customersupport chat), and eventually disconnected from chat when I pushed for proof and escalation.I was never notified about this charge, never agreed to it, and have not received any documentation supporting it. I requested for email of the breakdown and to mail the bill nothing.I am requesting that the $325 unauthorized home security charge be removed immediately and that I receive a full itemized breakdown of the $455 balance showing all charges, payments, and transfers with proper documentation. I want confirmation that this issue has been corrected.Please use this email for response: *****************
Business Response
Date: 08/14/2025

August 14, 2025

BBB of ******************* & ********************
***********************************************************************************

Re:       ******* ******
            *****************
            *******, **, 93245

            Case Number:                    23661217
            Date of Notice:             July 27, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the H33373**635**3**13639H by ******* ****** regarding H313131393**030**3137H billing concerns.

On July 28, 2025, I contacted *** ****** who informed me that she had concerns after receiving a bill that was higher-than-normal upon transferring services to a new location on June *******. Our records confirmed that *** ****** entered a 24-month installment plan to pay off the Ultimate Home System which began on the July 11, 2024, billing statement at her previous account. On June 10, 2025, H313131393**030**3137H Ultimate Home System equipment installment charges 12 thru 24 posted at once and transferred to the new account upon disconnection. Upon reconnection at the new location, ********* was an H37333****23930****H-only subscriber and was not billed for a professional installation

On July 28, 2025, I explained to *** ****** that H313131393**030**3137H Home equipment installment plans were non-transferable to another account, and that the equipment charges were valid. On July 28, 2025, we applied a credit to *** ******* account which reversed a day of H37333****23930****H service and transferred a payment that was made on her disconnected account to the active account. The credits posted to the August 1, 2025, billing statement. On July 28, 2025, *** ****** advised me that she now understood the charges on the bill.

On July 28, 2025, *** ****** explained that she had issues accessing her account within the ********************** App. We determined that *** ****** was not using the primary login credentials associated with the account, which is why she could not see her account details. On July 28, 2025, ********* said that the primary login credentials were in her husbands name and that he was unavailable to allow access. On July 28, 2025, *** ****** stated that she would contact me back to discuss the H313131393**030**3137H App access issues. Due to no response received, I made follow-up contacts to reach *** ****** but was unsuccessful. Our records confirmed that *** ******* account was fully disconnected on July 30, 2025, due to non-payment. Another H313131393**030**3137H specialist attempted to reach *** ****** but was unsuccessful.

Please be advised that the billing on this account is accurate. We would need to speak directly with *** ****** to address any other concerns. A payment would be required to restore the account. 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 **************, extension #*******.

Sincerely,

*******
XH Sr. ********** NETS

H313131393**030**3137H Home Licenses: *********; AL: ******, ****** Complaints may be directed to the ********************************* of Licensure, **************************************************************************************,**************; AR: ****** Regulated by the Department of Arkansas State Police, ******************************************************, **************;AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the *********************************************, ******************************, **************************************************, ***********************; CT: ELC 0189754-C5; DE:FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA:LVU406303, LVU406264, LVU406190, LVU406354; IA: C1**402, AS- 2276; ID: ******;IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME:LM50017039; MI: **********; MN: TS674412; *** ********; MT: PSP-ELS-LIC-29812;NC: 2335-CSA, **************************************************, **************; **: Burglar and Fire Alarm H**31393**830373233**H Lic. # **BF00047700; NM: ******; NV:0084470; **: licensed by the ***************** of State ***********; OH: LIC#**-89-1732; OK: AC440704; OR: CCB ******; RI: 1398; SC: BAC-*****, FAC-1**40;TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571 Licensed by the ********************************************************, P.O. *************************, **************; UT: 8226921-6501; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211; WY: LV-G-*****. Valid 5/15/25.
Initial Complaint
Date:07/27/2025
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.
Xfinity Mobile told my husband that as a valued "Diamond member" we were entitled to FREE smart watches and there would be no charge for the watches. Upon receiving the watches we were charged $36.63. When questioned about the charge the Xfinity representative told us that is the taxes that they are required to charge. We immediately proceeded with the process to return the watches since we really didn't want or need them. This was not an easy process. After several hours on the phone we were given a return authorization. I confirmed that the watches were received on June 26. As of today, July 26, we have not been given the $36.63 credit. In the meantime Xfinity charged us $19.10 twice. When contacted about these charges, which we initially thought were activation fees, we were told they were restocking fees. We were being charged $38.20 for returning watches that were supposed to be free! After a couple more hours on the phone I was "guaranteed" that both the tax fee and restocking fee would be credited to our ***** I am not holding my breath because I was told the same thing the last time I contacted Xfinity. My complaint is that the "free" items are a scam. They did not disclose that there would be additional fees and even when requesting the return they did not disclose that there would be a restocking fee. Their practices are very shady and deceptive. Additionally, trying to get help online is impossible. I could not find a phone number posted on the website and was only given a phone number because I specifically asked for it. I believe they create all kinds of miscellaneous charges and then make it impossible to get your money back. And I believe this is all intentional! We were told that the credit to our **** should show up in 3-5 business days. The Xfinity representative could not send me any kind of documentation, only reference numbers. I am skeptical that we will actually receive the refund we are owed.
Business Response
Date: 08/11/2025

August 11, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ****** ******
***************
*************, ********

Case Number: 23658696
Date of Notice: July 27, 2025

Dear *** or Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.

Our records reflect that ****** ****** is not an authorized user on the account in question. ****** ****** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

******* *.
Xfinity Mobile Regulatory Specialist
Customer Answer
Date: 08/11/2025
The account with ********************** is listed under ***** ****** who is my husband. He has given verbal authorization to Xfinity for me to communicate with them regarding this issue. Because he is at work. If ******* would look through the ongoing correspondence I am sure he can find this authorization as recently as mid July. Additionally I have send several emails and calls to ******* after he gave a specific time that he would be contacting us and did not. He has not responded to my messages. I believe this is just another tactic that Xfinity is using to avoid addressing customer complaints.
Business Response
Date: 08/18/2025
August 18,2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:       ******* ******
            ***************
            *************,** 17022

Case Number:                      ******** - Rebuttal
            Date of Notice:             July 27, 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 reflect that ******* ****** is not an authorized user on the account in question and this was discussed with the account holder on August 15, 2025. Ms. ****** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. 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,

******* *.
Xfinity Mobile Regulatory Specialist
Customer Answer
Date: 08/19/2025
******* spoke with *****. The matter has been resolved.
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 cancelled my mobile services two months ago and three times with an Xfinity representative and I am STILL GETTING CHARGED! This is totally ridiculous! I am tired of having to tell someone that I no longer have service, but yet I am still getting charged. I don't know what else to do so I am filing this complaint! Tired of this! My bill is $469.34. This is a mobile bill and I know I owe, but only $124.00. You speak to someone all the time outside the country and they always assure you that it's taken care of, but then I look at my bill and they charge me again! XFINITY NEEDS TO STOP THIS SERVICE NOW!
Business Response
Date: 08/05/2025
August 5, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ***** ******
**************************************************************************************************
Case Number: 23660612
Date of Notice: July 27, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******
regarding Xfinity Mobile service.
On July 28, 2025, I spoke with Ms. ****** regarding her Xfinity Mobile concerns. Our records confirm that on November
16, 2023, Ms. ****** purchased a ******** Razr device, split over 24 installments, on the Shared By the ******** plan.
On June 17, 2025, the number for the ******** Razr was transferred to a new carrier, and the line was ceased. On June
27, 2025, the line for the ******** Moto G Power was voluntarily ceased.
The last invoice dated July 1, 2025, for the billing period from June 1, 2025, through June 30, 2025, reflected a past due
balance, including the By the ******** plan (which does not get prorated), two-line access fees, the ******** Razr device
installment, a late fee, and applicable taxes/fees. The outstanding balance failed to automatically draft from the card on
file on July 21, 2025. Additionally, Ms. ****** will continue to be billed for the remaining three ******** Razr
installments. Please be advised that the billing on the account is accurate.
Regarding the Xfinity Internet billing concerns, on March 8, 2025, Ms. ******* account was interrupted on March 8,
2025, for non-payment and completely disconnected on April 2, 2025, with an effective stop billing date as of March 8,
2025. On April 2, 2025, the final billing statement was generated, which included unreturned equipment. Due to Ms.
****** failing to pay the remaining balance, it was sent to collections on April 22, 2025. The credit report is correct, and
Ms. ****** owes the balance. The last payment collected on the account was on January 31, 2025. The request for
compensation has been respectfully declined.
On July 30, 2025, an Executive Customer Relations representative corresponded with Ms. ****** via email. At that time,
Ms. ****** confirmed the Xfinity Internet billing had been previously addressed, and they no longer required assistance.
Due to being unable to reach Ms. ****** over the phone to authenticate the account, the Executive Customer Relations
representative did not release any account information. Ms. ****** was provided with our contact information should
there be any additional questions regarding the Xfinity Internet billing. I apologized for any inconvenience and overall
experience while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any
questions or need additional information, please contact me at ****************************-2834.
Sincerely,
******** *.
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:07/27/2025
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 against Comcast (Xfinity) for making it extremely difficult to cancel my internet service and for continuing to charge me after multiple clear attempts to cancel.I have attempted to cancel my service four times:1.June 8, 2025 I contacted Comcast via chat to cancel my service.2.June 30, 2025 I called Comcast to confirm the cancellation and was told the service would end.3.July 2, 2025 I was told that my previous cancellation was not processed because I did not provide 10 days notice, despite initiating the process well in advance.4.July 25, 2025 I had another chat session to dispute the charges and confirm that my account was finally closed and all that was done was a ticket created for them to review Despite these repeated efforts, Comcast continued billing me, including an unauthorized charge on July 7, 2025, after the account was supposedly closed. I was also told that because of their 10-day notice policy, they would not prorate the service, even though the delay was clearly due to their own failure to process my request properly.I have spent hours on chats and phone calls trying to resolve this. Comcast has not taken responsibility for their poor handling of my cancellation request and continues to charge me without authorization and has not refunded me as of today.
Business Response
Date: 08/05/2025
August 5, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       **** *****
            ********************************
            ********, ** 20112

            Case Number:                      23660603
            Date of Notice:             July 27, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. **** *****.

Our records show that a disconnection order was entered on June 28, 2025, with an end billing date of June 30, 2025, and a completion date of July 10, 2025. On July 4, 2025, an automatic payment processed for the service balance from June 10, 2025, bill statement. With the completion of the disconnection order on July 10, 2025, services billed in June 10, 2025, bill statement were prorated from June 30, 2025, until the end of the billed cycle on July *******, which left a prorate credit on the account.

On July 31, 2025, I spoke with ******** regarding a refund request and reviewed the above information. Ms. ***** should expect her account credit balance to be refunded to her last payment method on file within 30 days of August 1, 2025, when the credit balance was processed off of her account. We will follow up with Ms. ***** to ensure receipt of the refund.

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 Response Team
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 have kept up on my monthly payments, and I have not ordered any extra services. They are charging me an extra amount without any justified reason for it. I have asked them to fix this error, I have asked for an itemized report for these extra charges that they claim that I somehow insured, but they refuse to list what extra products or services that I have ordered to cause these charges. "I don't know". Or. "Because I said so" is not an acceptable reply from them, and this needs to be fixed immediately, but they refuse to even give me an explanation for it.
Business Response
Date: 08/15/2025
August 15, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:
                Case Number:                      23660340
            Date of Notice:             July 27, 2025

            ******** *****
            *****************
            ******,CO 80260

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 Ms. ***** via telephone and email. Although I was unable to reach Ms. *****, a review was completed on the account. ******************** records indicate that a late payment was made on January 3, 2025, for the billing period of December 4, 2024, through January 3, 2025. Due to partial payments, balances have carried over across multiple billing cycles, including the statements issued on January 1, February 1, March 1, April 1, May 1, June 1, July 1, and August 1, 2025.

These balances are considered valid for services rendered. As of now, an outstanding balance of remains on the account. To maintain active service, a minimum payment of is required by August 29, 2025. Due to the outstanding balance on the account, we are unable to justify providing credit for this concern.

Please note that statements for Ms. *****s account are generated on the 1st of each month, with a payment due date of the 26th of each month.

Regarding Ms. *****s monthly billing statements, Comcast records reflect that Ms. ***** is subscribed to receive a monthly billing statement. 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

Customer Answer
Date: 08/21/2025
These are not legitimate charges to my account!!
I am required to pay a monthly fee of $14.95. Those are the only charges I am to be billed for. I have not ordered any extra services to my account ever, and those extra charges are fraudulent!!
Initial Complaint
Date:07/27/2025
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.
No matter what I do or say I continue to be charged for services I dont have. This company has disrespected me, my family and Im tired of calling in and being told I do not have an active account yet I keep getting charged. When I call in The automated service says I can make a payment or setup autopay for my account.then I select speak with an agent and they tell me I have no account with them. ********************** does everything it can to make it as hard as possible to speak to anyone as well as get anything resolved.
Business Response
Date: 08/27/2025
August 27, 2025

Better Business Bureau
****************************************************************

Re:****** *. Lowe
**************************************************************

Case Number: 23660145
Date of Notice: August 15, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** J. **** regarding Xfinity Mobile service.

I made several attempts to contact Mr. **** via telephone and email. Although I was unable to reach Mr. ***** a review was completed on the account.
Our records indicate that Mr. **** does not understand the prorated bill because the line ending in 5700 was disconnected via My Account: Web on June 9, 2025, and the line ending in 9220 was disconnected via My Account: Web on June 19, 2025. The account had usage during the billing cycle from June 2, 2025, to July 1, 2025, with 28 calls and 91 messages on the line ending in 9220, and 21 calls and 31 messages on the line ending in 5700.
Xfinity Mobile considers all charges valid, as the customer's account had no unauthorized charges. Mr. ***** account balance is now zero, and he will no longer be billed for Xfinity Mobile. 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,

******* *.
XM Executive Resolutions
Customer Answer
Date: 08/29/2025
To basically call me stupid and that I dont understand how prorating works is exactly my issue with Comcast. They continue to feel that they can say and do anything they want regardless of what the representatives do and say. I called in and made sure that I paid off my wifes phone ending in 5700 and that everything was paid so we could port our number over to another company. Then when I did I was sent a credit from Comcast upon ending my service with them. Then a few weeks later Comcast withdrew money from my bank account. So it is true that I do not understand how I can close an account and receive a credit. Then after the account is closed how a company can just pull money from my account. ******************** feels that they can do anything they want and with them being so big they have proven that they can. At this point I would just like the last withdrawal from my account returned but if the BBB feels that they dont need to then I accept that. Have a great day.
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.
Safety Hazard/Trip Hazard crated by Xfinity ************************* April 2025, a Xfinity Internet technical arrived a house located at ********************* ******************* to service a new internet. The technician indicated that he can only established the internet service via a temporally internet line, as the regular underground internet line by the Xfinity was not working. The technician proceeded to establish a new internet service via temporally line system. But I have noticed that the technician has linked the new service cable to my neighbors internet box and cross our driveway though our front doorstep and to side of our house, all loose cable. He cautioned me that the cable is a trip hazard, and I should be cautious until the Xfinity fixed the problem. It has been over 3 months, and the hazardous and safety condition still exists. I have called multiple times to Xfinity to resolve the safety issues. During the first week of July 2025, I made contact with Xfinity supervisor (after 45 minutes wait) and explain the situation. He has informed me that the issue will be corrected and that he has made a written note in my ********** of 7/27/25, the trip hazard and the safety issues still exist, and the cable is still linked to my neighbor internet box. As mentioned, I have called Xfinity multiple times, calling three times on a same day. Each time, I will be place on a hold for long period of time and Xfinity disconnecting my line.I assumed, since Xfinity is fully aware of the unsafe condition and they have not taken action to correct the unsafe condition, I presumed the Xfinity will take full responsibility of any incident cause by Xfinity unsafe action. In addition, a follow up report will be filed to ******************************** for potential Safety and Hazardous violations against Xfinity.
Business Response
Date: 08/15/2025

August 15, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       **** ****
2923 ******************************** MD 21702

            Case Number:              23660087
            Date of Notice:             July 27, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****.

On August 4, 2025, the drop burial was completed. On August 5, 2025, I communicated with Mr. **** and explained this information.

Should you have any questions or need additional information, please contact me at **************.

Sincerely,

******* *.
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,

**** ****

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Comcast Corporation is NOT a BBB Accredited Business.