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 Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:07/26/2025

  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.

  Good Afternoon,Hope all is well. I am reaching to ask for assistance. I was promised a promo for my Xfinity phone services and have not received it. I have reached out previously, and was promised a call back. Any assistance would be greatly appreciated.

  Business Response

  Date: 08/25/2025

  
  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** ****
              ***********************************
              ********, MD 20814
  
                  Case Number:                      23658175
                  Date of Notice:             August 6, 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 ending in 8293.
  
  On December 18, 2024, ****** **** ordered an iPhone 16 Pro Max with a line of *************** At that time,Xfinity Mobile offered a promotion in which eligible customers could receive their first line of Unlimited Mobile service for free for 12 months. This promotion was available to new customers and to existing customers who upgraded to a ***************************** tier with speeds of 300 Mbps or higher. Existing Legacy internet customers with the same speed could also access this deal, but only if they were new to Xfinity Mobile. A line activation fee applied, and the line had to be activated within the promotional period.
  
  ****** **** did not satisfy the promotional requirements because the promotion was exclusive to new customers only. ****** **** also did not repackage residential services in order to qualify.
  
  On August 8, 2025, an Xfinity Mobile Executive Resolutions Specialist spoke with ****** **** and shared the above information.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/26/2025

  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.

  Not honoring payment arrangements, taking money before authorized, allowing a payment arrangement and suspending services and manually charging accounts before scheduled date.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      *********************
  ************************************************
              ********, WA 98387
  
              Case Number:                      23658121
  Date of Notice:              July 26, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** ********, regarding Xfinity service. ***** ******** is not an authorized user on ****** ***** account. ****** **** authenticated his account on July 31, 2025, before all concerns were addressed.
  
  On July 31, 2025, I spoke with ****** ****, regarding a request for payment arrangements. On July 4, 2025, the *************** Transfer (***) payment that was made on June 18, 2025, was returned.
  
  On July 4, 2025, the *** payment that was made on June 21, 2025, was returned. Return *** fees were applied to the account on July 4, 2025. A late fee was applied to the account on July 4, 2025. These fees appeared on the July 22, 2025, billing statement.
  
  Comcast records show that a payment arrangement was set up on July 5, 2025, to be paid on or before July 20, 2025. On July 5, 2025, a partial payment was made. Services were reactivated on July 5, 2025, and on July 22, 2025, a late fee was applied and appeared on the July 22, 2025, billing statement.
  
  On July 21, 2025, the account was disconnected for non-payment. On July 22, 2025, a payment was made, and applied to the account to reactivate the account. On July 24, 2025, a courtesy credit was applied to the account, for a late fee. This credit will appear on the August 22, 2025, billing statement. On July 24, 2025, the scheduled payment was processed; and was applied to the account, for the past due charges. ****** ***** account was then reactivated.
  
  On July 26, 2025, a Refund Escalation ticket was submitted, to request the payment be refunded. The refund request was denied; as payment was due, for services rendered. I informed ****** ****; the payment was for services rendered and there was no credit balance that resulted from an overpayment, made in error. Therefore; a refund is not warranted, and ****** ***** request for compensation was respectfully denied.On July 25, 2025, a reactivation fee was applied to the account, and will appear on the August 22, 2025, billing statement.
  
  Comcast records do not support the claims that the payment arrangement was updated, to be paid in August. As of August 1, 2025; the account is in good standing with a current balance due, on or before August 17, 2025.
  
  I trust this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  
  
  
  
  

• Initial Complaint

  Date:07/26/2025

  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 am switching to another provider (as suggested by your **** and contacted you all to verify that my phones were unlocked. They were paid off at least 7 yrs ago so they should be but I just wanted to double check. I was assured they were unlocked. I went to activate my phone with my new carrier and received a lock notice on my phone. So now my number and service are active with my new company but I can't use my phone. You all canceled that line and told me to call immediately if there was an issue. I spent 4 hours on the line with several people yesterday and still have no phone. They told me they can maybe unlock within 72 hours. This is unacceptable. I see others online with this same issue and they've been without phones for over a week. I need this taken care of NOW.The line was ************ and it was the A54 on my account.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ********
              ***********************
              *********** ** 40291
  
              Case Number:                23658037
              Date of Notice:               July 26, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted by Mr. ******* ******** 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 confirm that on October 10, 2023, Mr. ******** added a ******* Galaxy A54 as a Bring Your Own Device to his ********************** account. Records indicate that this device was originally purchased on another customers account. For privacy and security reasons, Comcast is unable to provide details related to another customers account.
  
  Mr. ******** does not meet the eligibility requirements to complete the mobile device unlock process because the device must have been purchased on the authenticated customer's account requesting the unlock. The following additional requirements must also be met to unlock a device: The customer's ********************** account must be in good standing; If the customer is enrolled in a device payment plan, they must pay off the phone in full; The device cannot be reported as lost, stolen, or involved in fraudulent activity; A minimum of 60 days must have passed since the device was first activated. 
  
  Accordingly, the request to unlock the ******* Galaxy A54 is respectfully denied. On July 28, 2025, I attempted to contact Mr. ******** and spoke with an individual who advised that she had filed the complaint on his behalf and that the matter had already been resolved. I did not disclose any account information to this individual and explained that I would need to speak directly with the account holder to discuss or resolve any concerns. My request to speak directly with Mr. ******** was declined. As of this date, no further contact has been made by the account holder. Should Mr. ******** wish to discuss this matter further, we remain available to assist him directly in accordance with our account verification procedures.
  
  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: 08/18/2025

  I just received their reply via mail today. The reply had nothing to do with what I asked. And by the time they replied intially, it had already been taken care of and unlocked. It's notated on my account and I also told the person who called. Not sure what this reply means as it has nothing to do.with the complaint. 

  Customer Answer

  Date: 08/18/2025

  Also, the a54 never came from someone else's account and it wasn't purchased elsewhere. You all ***laced my phone with it via an insurance claim. So this *** literally did zero research. 

• Initial Complaint

  Date:07/26/2025

  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.

  When calling about our living room cable box not working I spoke with at least two representatives. One of which was supposed to be setting up a service call to replace our box, she changed my grandfathered plan without my authorization. I found out it was changed two days later when my other box in the house said channels were no longer available. I called customer service and was informed that the plan was changed and that I did this via text message. I told the representative that I did not authorize any change to my existing service that it was supposed to be a confirmation that I wanted a technician to come to my home and change the box and check for any issues. That was it. Now Im being told my plan was changed and I authorized it and they cant change back to the original plan because it was a grandfathered plan. This is fraudulent business practice. At no point did I sign or agree to anything other than service to my cable box. The customer service representative kept trying to sell me a mobile line and changes and I repeatedly told her no. That I only wanted my box fixed as I had no television working in my living room.

  Business Response

  Date: 08/08/2025

  
  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* ********
              ***************************
              *******,DE 19963
  
                Case Number:                    23657812
              Date of Notice:             July 26, 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 26, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing Ms. ********* cable tv box in her home. On July 28, 2025, I spoke with Ms. ******** and verified that services are working correctly.
  
  On July 28, 2025, I spoke with Ms. ********* Our records show Ms. ******** approved via text message consent and subscribed to a 12-month agreement for 1 Gig ************************** Andersons package includes 1 Gig Internet, ********* and Entertainment genre addon. Additional services and modem are not included in the package price. This package was effective July 24, 2025, and will expire on August 1, 2026, at which time, retail rates will apply.
  
  On July 28, 2025, our records indicate that a credit was applied to Ms. ********* account for her inconvenience. Additionally, on July 28, 2025, a second credit was applied to Ms. ********* account as a courtesy for Ms. ********* Both credits will be reflected on ******************** 27, 2025, billing statement. In addition to the account credits, a bottom of the bill discount was applied to Ms. ********* account for the next 12 months. Ms. ********* consent was captured via text message. 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:07/26/2025

  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 cancelled service six months ago, and have contacted and worked with Comcast business to ensure the account was closed and any amount due was paid, since then I have been billed over and over again, event though they have assured me multiple times that the account is paid up and closed. I had to go so far as filing a charge claim with my credit card which was properly settled. I have not had a new charge for two months until today. This company is either incompetent, or in the practice of stealing. I was on with the *** and we walked through the disabling of autopay and removing my credit card, yet they appear to have recovered it and are again trying to charge me for services that have been disconnected for half a year. I would just like this resolved once and for all! I was a satisfied customer for nearly 25 years, and in less than one year Comcast has made it so bad tat I would strongly advise anyone to steer clear of them.

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:****** ********
  ************************************************************************************
  
  Case Number:23657329
  Date of Notice:July 26, 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 emailed Mr. ******** informing that the disconnect was backdated to 3/212/2025 as requested. A credit was applied to cover the payments made after 3/12/2025 which resulted in a credit balance. Mr. ******** was informed that our records show there have been multiple charged back payments on his account and that the payment would need to clear before the credit balance can be released on his account.
  
  On July 29, 2027, Mr. ******** informed that the payment on July 26, 2025, had cleared his bank and a dispute had been submitted with his credit card company. I informed Mr. ******** that the payment does not show it was charged back to his account and can take some time to be updated in his account. Mr. ******** was informed that if the payment is reversed there will be a remaining balance which we have agreed to credit to ensure the account is brought to a zero dollar balance. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** R. *****
  Engineer II
  
  
  

• Initial Complaint

  Date:07/25/2025

  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.

  They offered me a free iPad in a bundle for upgrading my Internet service and adding a mobile line I would get a free iPad. needed to pay three payments on the iPad and then I would be credited back for the three payments and the iPad charges would fall off. I have transcripts of Assistance saying that they would get it handled and remove the charges. So far all Ive got so far is a $20 credit.

  Business Response

  Date: 08/14/2025

   
  
  August 14, 2025
  
  BBB of ******************* & ******************** *************************************************
  Philadelphia, PA *****

  Re: ***** ****

  , ********
  
  Case Number: 23656514
  Date of Notice: July 26, 2025

  To the Better Business Bureau:
  This letter is in response to the above-referenced complaint submitted to your office by ***** ****.
  On January 24, 2025, ***** **** purchased an Apple iPad mini 7th ************** At the time, there were no promotions running for an iPad device, so no promotion was applied to the account.
  
  On July 28, 2025, I provided a credit for the remaining device payment plan, which will reflect on the July 25August 24, 2025 billing cycle, and for the payment plan on the current bill, which is for the June 25July 24, 2025 billing cycle.
  On July 28, 2025, I spoke with ***** **** and explained the above information. Should you have any questions, please feel free to contact us.

  Sincerely,
  
  
  ******** *.
  XM Executive Resolutions
  *********************************
  

  
  

• Initial Complaint

  Date:07/25/2025

  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.

  Xfinity Mobile has charged me on multiple occasions for a service I never requested. I was never informed that my home phone would be converted to a cell phone. The device was returned, and managers assured me that it would be addressed. I am now receiving a final bill, again, for a service I never requested. They continue to auto-debit my account without my permission.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
   
  Re: ***** ********
  ***********************************************************************************************
  
  Case Number:23656311
  Date of Notice:July 26, 2025                            
      
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********.
  
  On July 30, 2025, I spoke with Ms. ******** regarding her billing concern. On March 13, 2025, a ******** Moto G was purchased, and on April 15, 2025, a Galaxy watch was purchased. On April 22, 2025, the *************** was deactivated per customer request and the watch was deactivated for nonpayment on July 8, 2025. Xfinity Mobile operates with automatic payments and any amount due is charged automatically. 
  
  On May 1, 2025, the Galaxy watch was received at our warehouse but there is no record of the ******** Moto G being returned.
  
  Our customer services team issues a refund on April 7, 2025. The May 10, 2025 charge was reversed by *********************** institution and we took the refund back on June 12, 2025. A total refund was issued on July 11, 2025. As a courtesy, I issued a refund for the payments made on March 13, 2025, April 14, 2025 and June 9, 2025. The refund will be received within three to five business days. I will follow up with Ms. ******** to ensure receipt of the refund. On July 31, 2025, I applied a credit to the account that cleared the past due balance.
  
  On July 29, 2025, an Executive Customer Relations representative spoke with Ms. ******** regarding her residential account and confirmed services were disconnected on April 16, 2025. The disconnection of service and associated prorated adjustments were reflected on the April 16, 2025 billing statement. On April 21, 2025, a payment was received clearing the balance owed. We 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 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:07/25/2025

  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 was going to switch from T-Mobile phone service to Xfinity mobile and had everything in place all the way up to receiving a gift card for $238.50 to pay off my phones from T-Mobile so I can unlock them to switch to Xfinity Mobile, I was told by a tech person Subhan who assured me that I would receive the gift card by email the next day (which was this morning), when they did not show up, I started the chat session again and was told by ******** that this was a mis-communication and that I would not be receiving the gift cards for three to four weeks, I asked to speak to a supervisor (I could not understand his name) when he called me and told me he would lower my Internet and cable bill and to hold on for 20 to 30 seconds while he looked what he could do for me. He transferred me to the tech support line.

  Customer Answer

  Date: 08/08/2025

  Back on July 25th 2025, I contacted Xfinity Internet chat to find a way to lower my internet/cable bill because it is getting way out of hand, I was told by numerous chat people including ****** who then asked me about my cell phone service and I told him that I was a TMobile customer and he said he could save me over $120.00 a month by switching to Xfinity Mobile service and bundle it with my cable and internet services. I agreed and then I was transferred to a supervisor by the name of ******* who told me that I would need to unlock my phones by paying off the remaining balance of the two phones I had with TMobile. he then promised me a gift card that would be emailed to me the next day 7/26/25. I waited all day for the email and when I did not receive it, I contacted Xfinity chat again. I was put in touch with a supervisor who then decided to transfer me to tech support instead of fixing the issue I had. I then filed a complaint with the BBB and have not heard back from the BBB about what the supposed supervisor from Xfinity corporate who all he did was say that he would look into it and apologized to me, no effort to honor what I was promised, just blow me off and lose a customer because of a lousy $235.80 gift card which would of given them a mobile customer as well as a ********************** and ******************** customer. They just did not care!!! I was told by three different people at Comcast that the Mobile service would be cancelled and that I would not receive anymore texts, calls or emails about the mobile device and how to activate it. I receive at least one text, an email and two phones calls a day asking me to activate my service.

  I want Comcast Mobile to honor what they told me and not blow me off with a insincere apology

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  
  Re:******* *******
  *******************************
  ********************
  
  
  Case Number:23656275
  Date of Notice:July 26, 2025
  
  
  To the Better Business Bureau:
  
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *******.
  
  
  On July 17, 2025, ******* ******* ordered the ************** plan for a ******* Galaxy A54 device. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owe on their device(s), up to a maximum amount per device, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new line of Xfinity Mobile service, port their number over to Xfinity Mobile from a participating carrier and provide the pay-off balance of the device by uploading their statement from a prior carrier through the Xfinity Mobile online portal.
  
  
  ******* ******* did not satisfy the promotional requirements because they did not port their number over to Xfinity Mobile, did not activate the line, and did not upload their statement from a prior carrier. Further, the line was cancelled on July 25, 2025. 
  
  
  On July 28, 2025, an Xfinity Mobile Executive Resolutions Specialist called ******* ******* and explained the above information. At that time, ******* ******* was provided the terms and eligibility requirements for the promotional offer, should they wish to re-enroll in Xfinity Mobile service. 
  
  
  Regarding the Xfinity Internet billing concerns and service package promotions not applied, ******* ******* is currently subscribed to a 24-month service contract for the Select + More package at a promotional rate, which includes a monthly discount for enabling the automatic payment and paperless billing feature with a bank account. ******* ******** services include the Digital Preferred cable, Extreme Pro Internet and Xfinity ************************ Additional services include a TV box and modem rental fee. The service package was effective on August 19, 2022, and expires on August 19, 2025. The billing promotion agreement was effective August 19, 2022, and will expire on August 18, 2025, after which the standard retail rates will apply. Additional equipment charges, taxes, and fees are not included in the package price.
  
  
  Per our review, the service package was ordered by ******* ******* online and accepted via email. All promotional guidelines were followed. Further, we reviewed additional products and packages available within ******* ******** area, and ******* ******* has declined to make any changes to the account at this time. 
  
  
  
  
  
  
  Regarding the request for a credit due to the Xfinity Mobile concern, as Xfinity Mobile service was disconnected prior to service activation, service credits are not justified. 
  
  
  On July 28, 2025, an Executive Customer Relations representative called ******* ******* and explained the above information. 
  
  
  Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  
  
  
  ******** *. 
  Xfinity Mobile Executive Resolutions 
  ****************************-2834
  
  

  Customer Answer

  Date: 08/14/2025

  [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: 23656275
  
  I am rejecting this response because:
  They have basically told me numerous times that they are unwilling to do anything to keep me as a customer and to honor what I was told by the chat supervisor. I was also told that I would stop receiving emails, text messages and phone calls enquiring about activating my mobile device, I have not and have received at least 4 emails, 6 text messages *** 2 phone calls. So, I feel I have been lied to about this and that they do not care about losing a mobile customer as well as a ******************** *** ********************** customer. With the issues they have keeping customers, you would think they would do what they can to keep a customer happy
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/25/2025

  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 try to watch comcast on our television. I feel like instead of enjoying television. I am being harassed in my home. Especially the game show network. Is something wrong with the game show host and the contestants are just as bad. They should be removed from cable television. I feel like filing criminal charges. This is violating my civil rights. I am paying for entertainment not harassment. Thank you, ******* *****. I hope someone looks into this. I really would like to file criminal charges. What is going on with cable television??

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* *****
           *******************
           ********, ********
  
           Case Number:    23656046
           Date of Notice:   July 26, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* *****, an authorized user on the account owned by ******** *****.
  
  I made several attempts to contact ******* ***** via telephone and email from July 28, 2025, through August 3, 2025, but I was unable to reach her.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *. 
  Executive Customer Relations 
  

• Initial Complaint

  Date:07/25/2025

  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 billing issue that has persisted from 2021 through 2025. My internet service was cancelled and the modem was returned within the required timeframe in 2021, yet I have continuously been billed for these services over the past several ******** mother who is the account holder passed away recently and I realized they had never stopped charging her for the internet and the modem(which they even confirmed we do not have) when cancelled in 2021. Since her passing, I have attempted to reach out to Xfinity multiple times to try and resolve the problem before cancelling the account altogether as my dad still uses the TV. I am the *** over my dad, and he was the *** over my mom. I am also the person in charge of the estate. Many times I was told someone would call me, or refund, or move forward with cancellation but it did not. Even after two hours my most recent interaction goes unchanged in the account information online and I have not had any credits posted on my account. I spoke to three or four agents my last call, all who told me different information. Still no resolution, even after leaving horrible reviews and surveys in hopes someone will call to resolve.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* *********
  
               ,UT 84070
  
              Case Number:              23655664
              Date of Notice:             July 26, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ********* regarding Xfinity service.
  
  A review of our records indicates the account was enrolled into a 12-month contractual offer for the Gigabit Extra Internet.The agreement was effective September 3, 2022, to September 3, 2023. The contract discount was effective September 3, 2022,through September 23, 2023, at which time retail rate applied. Additional monthly services included Ultimate TV,Xfinity Voice Premium, two TV Boxes and a leased modem. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  On July 29, 2025, I spoke with ************ regarding her concerns. During our conversation, Ms. ********* advised me she was working with my colleague regarding a service downgrade request. We reviewed the account and there are no notes or work orders that confirm that Ms. ********* requested to remove the Internet service prior to July 18, 2025.
  
  On July 26, 2025, my colleague spoke with Ms. ********* to discuss her request for a credit for the Gigabit Extra Internet service from January 2023 to July 2025. Our records indicate the modems on the account were returned in 2022 & 2023 and no modem was added back to the account after January 2023.
  
  Upon review, the modem ending in B1674 is currently listed as stock and returned as of January *******, with no internet devices listed on the account after January 21, 2023. ************ confirmed she has had another Internet service provider since 2023.
  
  On July 30, 2025, a credit request was submitted to our Finance Team for a refund for Internet service from January 2023 to April 2025. The Finance Team advised that due to no request for disconnection submitted by Ms. ********* prior to February 25, 2025, we could not apply a full credit.
  
  On July 30, 2025, my colleague advised Ms. ********* that we could not apply a credit for the full amount, but could apply a credit for the modem rental fee from January 2023 to April, 2025, and an additional credit for Internet services from February *******, through April 18, 2025.
  
  On July 31, 2025, the credit was applied to the account and will reflect on the August 15, 2025,billing statement.
  
  On August 4, 2025, I spoke with Ms. ********* and she confirmed that the issue was resolved. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. If you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations