Business Profile
Internet Providers
Comcast CorporationHeadquarters
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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
- 28,108 total complaints in the last 3 years.
- 9,121 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/13/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been using Xfinity for the past 8+ years at my former residence.Approximately 7 months ago (February 2025) I rented this property and my tenants have paying for the bill. Meanwhile I have been getting charged for internet services to the same address at $65 a month.Approximately 4 months ago I received a promotional offer for cell phone services by Xfinity and the sales ***resentative promised that when I signed at the end that I am not obligated in any way to pay for these services. I was simply authorizing Xfinity to verify compatibility with my wife and my cell phones and hold my spot for this limited time offer. This was the first lie.I finally recognized that Ive been getting charged for the past 6 months totaling ($390) and call Xfinity on August 8th. I spoke with the internet department who then shifted all the blame onto the Cell phone services department. Which is strange because I was PROMISED that I would not be charged for cell phone services. After an hour and half speaking with a customer service *** I speak to man named ******** **** who tried to offer me a $260 refund. I didnt want to spend another hour of my life negotiating with him so we settled at $320 which was to be refunded 12 Aug 2025. This was the second lie its now August 13th and still no refund in fact I wake up and now there is another charge to my account for $45.72!I go through another hour this morning of 13 Aug 25 with customer service to be told these 3 things.1. Even though it was agreed that I be payed $320 I can only receive $120 of it and now I have to take the rest up with the internet department who originally pinned all this on the cell phone department.2. I will not receive my refund for the additional $45.72 for services I was deceived into accepting but never used!3. I will be charged an additional $45.72 in September for these same services!!Business Response
Date: 08/25/2025
August 25, 2025
BBB of ******************* & ********************
*****************************************************************************
*********************
Re: ******* *******
********************
******************
Case Number: 23742035
Date of Notice: August 13, 2025
To the Better Business Bureau:
This letter is in response to the above-referenced complaint submitted to your office by ******* *******.
On August 15, 2025, a Xfinity Mobile representative spoke with ******* ******* regarding their Xfinity Mobile concern.
Regarding mobile billing concern, on February 18, 2025, an order was placed for 2 bring your own device (BYOD) lines of service. As both lines of service were eSIM lines they were both then activated same day however upon review of billing on the account no usage was done. On August 8, 2025, an agent agreed to process a refund to the account. However, the amount mentioned was more than ******* ******* had paid to the account.
On August 15, 2025, as a courtesy to honor previous conversation with agent provided a refund for the payments that had been made on all bills starting with the February 24 March 23, 2025, billing cycle. The lines of service were ceased on August 8, 2025, and the account was zeroed out so no additional charges would apply. The agent will continue to follow up and confirm receiving of the refund.
Regarding internet billing concern, On August 15, 2025, a Residential representative spoke with ******* ******* regarding their concerns and advised the following. Our records indicate that ******* ******* had one active account from November 4, 2019,through July 30, 2025. Our records do not reflect double billing or duplicate accounts for ******* *******. On August 15, 2025, the representative provided a one-time courtesy credit, generating a credit balance, this credit will not be seen on a statement as service is disconnected.
On August 18, 2025, the credit balance was processed to be refunded. On August 18, 2025, ******* ******* was advised that he will receive an email from ********************************************** to select how he would like to receive his refund. Mr. ******* was advised that accounts with no email address or no email response within 15 days will receive a physical prepaid card for his refund.When speaking with Mr. ******* he confirmed his issues have been resolved.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
******** *.
XM Executive Resolutions
*******************************Initial Complaint
Date:08/13/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am unable to contact a human at this company. I have no landline service and have been waiting for a drs phone call. I have called numerous times, followed all the on-line instructions with no resolution and no one to converse with to get this resolved. This is an on-going problem with this company who never is available to resolve issues. We do have cell phones but paying for a landline that should be working.Business Response
Date: 08/22/2025
August 22, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:***** **********
**********************************************************************
Case Number:23741929
Date of Notice:August 13, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **********, an authorized user on the account, regarding ********************** service.
On August 14, 2025, I spoke with Ms. ********** regarding her concerns. With her assistance, we ensured that the phone cables were securely connected to the back of the modem. Following this, we were able to restore the functionality of the landline. As a precaution and to ensure that all equipment is operating within specifications, I scheduled a technician visit.
On August 15, 2025, a service visit was completed, during which time the technician diagnosed and corrected the service issue by replacing the modem. The technician initiated all required tests, and all results were within specification. On August 17, 2025, I spoke with Ms. ********** and verified that services were working correctly.
On August 17, 2025, I applied a courtesy credit for the technician visit fee that was assessed on August 16, 2025. This credit will reflect on the August 22, 2025, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
Sincerely,
***** *.
Executive Customer RelationsCustomer Answer
Date: 08/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** **********Initial Complaint
Date:08/13/2025
Type:Customer Service IssuesStatus: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.
We have been using Comcast Business out or remote/jobsite office for a couple of years. When it was originally installed they dropped the line on top of the ground in the grass and said they would return to bury it. That has yet to happen. After many phone calls, emails, live chats, and hours of my time wasted... it still has not happened. I have waited to meet a tech on numerous occasions and a tech has never showed up. The customer service representatives have not clue when you call .Business Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: Case Number: 23741787
Date of Notice: August 13, 2025
****** Center
*******************
************, IN 47975
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
On August 14, 2025, I spoke to ********** and verified that her concerns are due to a cable line for a business that required burial. **********s concerns were forwarded to the burial team to expedite. On August 18, 2025, a technician visited the location and completed the burial of the cable line. I attempted to follow up with ********** without success. I was unable to locate any missed service visits. The review indicates that the concerns were not forwarded to construction which caused delays. 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 RelationsInitial Complaint
Date:08/13/2025
Type:Billing IssuesStatus: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.
Every month there was a charge for Comcast Business Mobile. I have never signed up for the plan, but Comcast charged me for ***** or ***** every month for 3 years without notifying. I never signed up, and my phone service was through ******* and now it is T mobile. Start date says 10/2022Business Response
Date: 08/26/2025
August 26, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ***** Chang
*******************************************************************
*******, ** 98188
Case Number: 23741512
Date of Notice: August 13, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
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 indicate that on September 9, 2022, a bring your own device order was placed for an Apple iPhone 13 Mini to be activated via eSIM on the unlimited data plan. Our records indicate that the service was never activated, however ***** ***** began being charged monthly for service due to Xfinity Mobiles auto billing policy that occurs seven days after an order is placed.
There are no records that indicate that ***** ***** contacted Xfinity prior to August 13, 2025, to request cancellation of the mobile line. On August 13, 2025, the mobile line was successfully cancelled at the request of ***** *****. On August 21, 2025, I created a refund ticket request for the charges reflected in the June 16, 2024 - July 15, 2024 through June 16, 2025 - July 15, 2025, billing cycles as we are only able to refund up to one year of charges.
On August 21, 2025, I applied a credit to remove the final prorated July 16, 2025 - August 15, 2025, billing cycle therefore closing the mobile account.
On August 26, 2025, the ticket was updated advising the refund will be sent via check in the mail within 7-15 business days. We will follow up with ***** ***** to ensure receipt of the refund. 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 Regulatory SpecialistInitial Complaint
Date:08/13/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Back in April , 2025, after a big storm in **********, Comcast Xfinity was unavailable for 3 days. I did not feel that I should pay for those days as no service was provided. I made three attempts to solve the problem with Xfinity. Once in May in their store where I was told "the company is aware and you will probably see a credit on your next bill". I didn't. In June I called the company and was told " you will receive a credit and to pay $219". I did. I then received notice that my account was delinquent so I called again and was told again "your account will be credited the delinquent amount, pay your regular bill". I did, they didn't. Now I have a delinquent bill, a late charge and no one will talk to me.This is wrong.Business Response
Date: 08/18/2025
August 18, 2025
BBB of ******************* & ********************
*****************************************************************************
*********************
Re: ***** *********
************************
**********, PA 15217
Case Number: 23741074
Date of Notice: August 13, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********* regarding Xfinity service.
On April 29, 2025, Ms. ********** area was impacted by a powerful storm that resulted in the interruption of communications and utility services for thousands of customers. The node servicing Ms. Ms. ********** area was without electricity until May 3, 2025, when electricity was restored by the local utility company. Once electricity was restored, our technicians restored Xfinity service on May 3, 2025. On August 14, 2025, I spoke with ************ and confirmed services were restored.
On August 5, 2025, Ms. ********** account was assessed a late fee for failing to pay the full balance due from the July 5, 2025, billing statement.
On August 14, 2025, a credit for the referenced loss of service and late fee was applied to the account. This credit will reflect on the September 5, 2025,billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****** *.
Executive Customer RelationsCustomer Answer
Date: 08/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am very happy that Comcast contacted me immediately and the entire matter was settled in only 3 days time. They followed through on their promise to fix everything and that is a great thing in these often hard times.
Regards,
***** *********Initial Complaint
Date:08/13/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is an old Xfinity Mobile account that I have been trying to pay online for months. It won't let me. I've tried customer service with no help at all. Complete incompetence on the part of Comcast that this is now on my credit report.I'll pay the bill, but I will DEMAND this be removed from my credit report within 30 days and a goodwill credit be issued to my internet account for the trouble and hassle I've had to go through to try to pay this.Business Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
*********************
Re: ***** *******
*****************
*****************, FL 32082
Case Number: 23740552
Date of Notice: August 13, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding his former Xfinity Mobile account.
On August 26, 2025, I spoke with Mr. ******* to address his concerns. Our records indicate that the last payment received on his Xfinity Mobile account was May 3, 2023. The account continued to be billed for the 1 GB Data Plan, Smartwatch line, and iPad line for the April 13, 2023, and May 13, 2023, billing cycles. When the account became delinquent due to nonpayment, services were suspended on July 5, 2023,and the account was disconnected on July 15, 2023. The final balance was transferred to an ************************* (***) on August 13, 2023. As Xfinity Mobile accounts referred to an *** must be resolved directly with the agency, I provided Mr. ******* with the appropriate contact information to satisfy the outstanding balance. As a courtesy, a credit was applied to the account on August 26, 2025. While Xfinity Mobile cannot remove valid credit reporting related to this account, once payment is received in full, the *** will update the credit file to reflect a paid status.
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 ResolutionsCustomer Answer
Date: 09/03/2025
What the business failed to mention is that when attempting to pay the amount owed online, their system WOULD NOT accept it PRIOR to it being assigned to an outside collection agency. The fact this was not paid was a direct result of the information technology failures by Comcast and not an unwillingness or inability to pay the amount owed. This should be removed from the *** and handled by Comcast directly for resolution as it was their failure that caused it to not be paid.Initial Complaint
Date:08/13/2025
Type:Service or Repair IssuesStatus: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 ordered a new phone. ************* refused to ship item anywhere but my home. I live alone and have a job so I told them I can't be there. First I was told via online chat with representatives (2 different ones) that I could defintiely change the address and they would ship the item to my workplace. After I followed up, I was told they refused to change the delivery address. I contacted the shipping company, *****, who is also refusing to change the delivery or hold the item at one of their locations for pickup due to Xfinity's rules. So I am now being charged for a phone I have no way of receiving and they are refusing to refund me.Business Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
*********************
Re: ****** *******
*****************************
Media, PA 19063
Case Number: 23740360
Date of Notice: August 13, 2025
To the Better Business Bureau:
This letter is in response to the above-referenced complaint submitted to your office by ****** *******, regarding Xfinity Mobile service.
I attempted to contact ****** ******* multiple times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On August 6, 2025, ****** ******* purchased a ******* ************* 7 online, under a 24-month payment plan.Xfinity Mobile requires that all new phones and devices can only be shipped to the account address on file. This security measure helps prevent fraud and ensures that the device is delivered to the customer on the account.
********************** records confirm on August 13, 2025, the device was delivered to the account address on file. If ****** ******* would like to return the device, our customer care team can assist with processing the return. Please note Xfinity Mobile customers have 14 days from the shipping date to return the devices and receive a refund.
I apologize for any inconvenience this may have caused, while attempting to resolve this matter. I trust that this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****** *.
XM Executive Resolutions
************** Extension 3052840Initial Complaint
Date:08/13/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint regarding ongoing issues with my modem and service, which have persisted for over a year and a half. Despite multiple calls to customer support, the problems have not been resolved, and after a recent service upgrade, the issues have worsened.A technician was sent to my home; however, the visit did not resolve the problem. The technician was rude, brief, and left without addressing the issues, despite my explaining that previous visits had failed to resolve the problem. The technician also spoke limited English, which made communication difficult. I do not want this technician sent to my home ******** account had a $207 credit balance, but I was charged $100 for this visit, which provided no resolution. I request that this $100 be refunded and restored to my account immediately. My modem still cannot be properly detected, my online account does not reflect service accurately, and I continue to experience connection and performance issues.I am seeking prompt resolution, including the refund and confirmation that my service status is accurate.Business Response
Date: 08/21/2025
August 21, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:******** ******
****************** 3D
**********************
Case Number:23739830
Date of Notice:August 13, 2025
Dear *** or Madam:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ****** regarding Xfinity service.
I made several attempts to contact ******** ****** via telephone and email. Unfortunately, my attempts were unsuccessful. The account reflects a ******** promotional rate for the 2 Gig Internet effective July 3, 2025 through July 13, 2030. The unlimited data option and Xfinity Wi-Fi gateway modem rental are included with the service. ******** ****** also receives StreamSaver at the standard retail rate. The promotional rate does not include taxes or fees.
The balance on the bill statement dated July 10, 2025 did reflect a credit balance. However, there is no record of the credit balance amount referenced within the complaint. On July 12, 2025 and July 28, 2025, payments were received and applied to the account and the account maintained a credit balance.
On July 28, 2025, a service visit was completed during which time the technician determined the service issue was the result of customer owned equipment and education was provided. On July 29, 2025, an in-home service visit fee was applied to the account. On August 5, 2025, a payment was received and applied to the account. This reflected on the August 10, 2025 billing statement that reflected a credit balance.
On August 13, 2025, ******** *************** concerns were escalated to the technical operations team for further assistance. On August 14, 2025, a technical operations supervisor spoke to ******** ****** and arranged to visit the location later that evening.
During the visit on August 14, 2025, the technical operations supervisor replaced the cable going to the device/modem and stated it had chew marks in it that could be impacting the service. The supervisor was unable to identify slow speed issues when multiple devices are connected. An internal review of the signal levels to the residence confirms they are within Comcast specifications. ******** ****** was provided with the supervisors contact information.
On August 18, 2025, a courtesy credit was applied to the account for the in-home service visit fee. The credit will reflect on the September 10, 2025 billing statement. To address any additional concerns, contact with ******** ****** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****** *.
Executive Customer RelationsInitial Complaint
Date:08/12/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was an Xfinity customer, I disconnected my services on July 3, 2025, I returned my equipment the same day. The representative that assisted me stated I should receive a refund within 7-10 business. I did not receive it within that time frame. I called the customer service line and the explained that i should receive the refund within the next couple of weeks, have not received it called again and they said it should be in a couple of days again and nothing happened the next time i went into the store and the manager helped me and he said I should have by the 3rd of August have not received anything, Called again and now they are saying 4-6 weeks. I am so disappointed in Xfinity because it obvious no one knows what they are talking about. I want my refund by Monday August 11, 2025. My credit is just sitting there and no one takes it serious to process my funds. It does not take Xfinity 4-6 weeks to take money out of my account for payment so, it should not take them this long to process what is due to me.Business Response
Date: 08/20/2025
August 20, 2025
BBB of ******************* & ********************
*****************************************************************************
***************************;
Re: ********* Williams
*******************
********, ** 97211
Inquiry ID: 23717324
Date of Notice: August 12, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced rebuttal submitted to the Better Business Bureau by
********* ******** regarding Xfinity service.
On August 14, 2025, I spoke with Ms. ******** regarding her refund concern. Our records indicate that on July 3, 2025, Ms. ******** requested a disconnection of services. On July 3, 2025, the billing on the account was stopped and the disconnection order was completed on July 13, 2025, leaving a credit balance. Ms. ******** will receive an email with instructions on how to redeem her refund. If the email is not acknowledged within 15 days of being delivered, the refund will be processed via prepaid card and may take up to four to six weeks to be received. The refund was processed on August 8, 2025. We will follow up with Ms. ******** to ensure receipt of the refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
***** *.
Executive Customer RelationsInitial Complaint
Date:08/12/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Discrepancy in Billing Amount Urgent Resolution Needed Dear Xfinity Customer Support,On June 4th, I called to address an upcoming charge for a Peacock subscription on my next bill cycle.On June 17th, upon returning from out of state, I discovered my service was disconnected because I missed my payment while away. I usually pay my bill through the Xfinity app, but I forgot due to traveling.When I attempted to make my payment, the app showed:Restore service amount: $87.48 New balance: $236.00 I paid the $87.48, but immediately after, my account reflected a new balance of $425.00, with $236 listed as past due. This means there is an unexplained additional $189.00 charge that no one has been able to clarify.I have tried resolving this issue via online chat and by phone, but I keep getting unrelated explanations about my bill from last year. I have not been provided with a clear answer about why my current bill suddenly increased by $189.Please review my account and provide a detailed breakdown of the charges leading to the $425 total, including the source of the $189 increase.Business Response
Date: 08/25/2025
August 25, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ****** ******
,FL 33027
Case Number: 23726410
Date of Notice: August 12, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
On August 21, 2025, I spoke with Ms. ****** ****** regarding a billing concern on her account. Per our review, Ms. ****** has consistently run a past due balance each month for many years. Although partial payments were made monthly, the billing statement was not paid in full, and each billing statement therefore included a past due amount for the prior month which was carried forward, as well as the current months charges.
For the most recent billing statements, investigation confirmed on April 26, 2025, the billing statement on the account was generated. A payment was received on May 25, 2025, leaving a balance due. The May 26, 2025, billing statement was issued, which included a past due balance, as well as new service charges for service from June 6 July 5, 2025. On June 17, 2025, a partial payment was applied to the account, again leaving an unpaid balance. On June 26, 2025, a billing statement was issued,including the past due balance, new service charges for service from July 6 August 5, 2025. On July 25, 2025, a partial payment was applied, leaving an outstanding balance due. On July 26, 2025, a billing statement was generated, comprising of the past due balance, new service charges for service from August 6 September 5, 2025, with a due date of August 16, 2025. At this time, a partial payment was pending. While payments have been made the account, a past due balance remains. Comcast bills for services in advance. To not incur monthly past due charges, the account must be brought current. For this reason, no compensation is warranted.
The current account balance and amount due is reflected correctly on her Xfinity My Account customer portal. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****** *.
Executive Customer Relations
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