Complaints

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/27/2025

  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,
  
  **** ****
  
  

• Initial Complaint

  Date:07/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Xfinity 1. What happened:I signed up for a $40/month Xfinity WiFi internet package, which included a free mobile line promotion. However, I was wrongly charged:$70.22 on June 20 (Confirmation number: 5181293242)$4.08 on July 20 (Confirmation number: **********)These charges were related to the mobile line (**************) that was clearly advertised as free when I enrolled.2. Attempts to resolve the issue:I contacted Xfinity customer service several times. On July 21, a representative confirmed the charges were incorrect and promised a refund. However, as of July 26, I have not received any refund or follow-up.I contacted customer service again on July 26, but the new representative denied that any refund had been promised and refused to take further action. This inconsistency has caused frustration and loss of trust.3. Current status:The issue remains unresolved. I have not received a refund or any clear explanation for the charges. I believe I was misled and have experienced poor customer service.4. Desired resolution:I am requesting a full refund of the $70.22 and $4.08, and written confirmation that my mobile line (**************) is part of the free promotion as originally advertised.Thank you for your help.Sincerely,****** *** *********************** **************

  Business Response

  Date: 08/15/2025

  
  August 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ***
  ,CA 95131
  
                  Case Number:                      23659831
  Date of Notice:             July 27, 2025
  
  Dear Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by
  ****** ***.
  
  On April 23, 2025,****** *** subscribed to Xfinity Mobile service with a iPhone 13 using the Bring Your Own Device option. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount on their Xfinity Internet bill provided they satisfied certain requirements. To qualify for the promotion, customers were required to sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears on the Xfinity Internet bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier. 
  
  ****** *** satisfied the promotional requirements,but the promotion did not reflect on the account. On August 1, 2025, the promotion,and credits for the prior months of the promotion, were applied to the account.
  
  I made several attempts to contact ****** *** via telephone and email; however,my attempts were unsuccessful.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Salinthia S.
  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.

  Comcast (Xfinity) disconnected service on 07/22/2025. My most recent statement indicates that a disconnect was requested for this date which triggered early termination fees. There is no record of a call, email, or web request for a termination. Comcast was unable to provide any record of a disconnect request and said they do not know why my service was disconnected. I was told that I have to restart services, sign a new contract with new pricing, and that the early termination fees should be corrected on my next bill. This seems to be purposeful wrongful termination in order to generate fees and change rates.

  Business Response

  Date: 08/04/2025

  August 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    ****** *********
           *********************************;
           ********, IL 60067
  
           Case Number:    23659455
           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.
  
  On July 28, 2025, I spoke with ****** ********* and explained on March 16, 2025, the account was enrolled into a 24-month contractual agreement for the Gigabit Internet service with download speeds of up to 1.1 Gbps at a monthly rate (lower rate due to the account being enrolled into automatic payment via checking account and EcoBill paperless billing) effective from March 18, 2025, to March 18, 2027. The package included a contract discount for 24 months that was effective from March 18, 2025, to March 17, 2027. 
  
  In addition, on March 16, 2025, a 24-month free promotion for the wireless modem was added to the account at no additional cost per month and included a promotional service discount for 24-months that was effective from March 18, 2025, to March 17, 2027. At the conclusion of the promotional periods, the standard rates were to apply. 
  
  On March 17, 2025, the Comcast wireless modem was added to the account. On March 21, 2025, ****** Buffalinos personal owned wireless modem was added to the account. On April 30, 2025, ****** Buffalinos personal owned wireless modem ending in F11A was removed from the account. Upon reviewing the account and the billing notations from July 24, 2025, the Comcast wireless modem ending in C6DF was located in a Comcast warehouse; therefore, the wireless modem ending in C6DF was removed from the account on July 24, 2025. 
  
  On July 24, 2025, the account was disconnected by our finance team and backdated to reflect an effective disconnection billing stop date of July 22, 2025, due to no equipment remaining to the account. Due to the account being terminated on July 24, 2025, before the contract end date of March 18, 2027, an early termination fee was applied to the account on July 24, 2025, and appearing on the July 24, 2025, billing statement. On July 24, 2025, the account generated an amount owed consisting of the early termination fee received on July 24, 2025, and charges for services billed from July 18, 2025, to July 23, 2025, and the balance owed appeared on the July 24, 2025, billing statement. 
  
  On July 26, 2025, the account was restarted and enrolled into a 12-month price lock guarantee promotion for the 1 Gig Internet service with download speeds of to 1 Gbps at a monthly rate and includes unlimited data along with a promotional discount for 12-months that is effective from July 28, 2025, to July 27, 2026. The promotional rates do not include additional equipment; service charges or applicable taxes and fees and standard retail rates are to apply at the conclusion of the promotional period. 
  
  Due to the account being enrolled into EcoBill paperless billing and automatic payment via checking account, the account receiving a monthly self-service discount resulting in the account being billed the promotional rate for the 1 Gig Internet service. If either EcoBill paperless or automatic payments are subsequently canceled, the monthly discount would be removed automatically.
  
  On July 28, 2025, I completed the pending work order for the 1 Gig Internet service on the account and assisted with adding his personal owned wireless modem back to the account. On July 29, 2025, a credit was applied to the account to cover the cost of the early termination fees received on July 24, 2025. On July 31, 2025, a credit to the account to satisfy the remaining account balance to zero. The credits will appear on the August 28, 2025, billing statement. 
  
  I attempted to follow up with ****** ********* but was unsuccessful. On July 31, 2025, I sent an email to ****** ********* providing this information. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date: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 signed up for Xfinity Internet and Mobile after being offered several promotional deals that were completely mis***resented. I was told Xfinity would: (1) pay off my remaining balance with T-Mobile, (2) provide one free mobile line for one year, and (3) give me credit toward a new iPhone 16 if I submitted my old phone. Later, I was informed that, as a military customer, I qualified for two free lines for two years. I confirmed these details by phone with a ***resentative before switching.I followed all instructions: I submitted my phone, enrolled online, and activated service. But shortly after, I began receiving bills for line charges that were supposed to be free. I called customer service multiple times and was told Id be charged for the first two months but would receive credits after that which never happened. I also never received the credit card or any confirmation of the trade-in value for the phone I submitted.I filed a BBB complaint. A director called me, admitted the promotions were explained incorrectly, and said that one offer canceled the others. He said hed investigate the T-Mobile payoff and follow up, but I never heard back.On July 25, I went to the Xfinity store to cancel a line and resolve the issue. I then discovered a $652 bill in the app. The store *** said it was likely a glitch and advised me to call customer service. When I did, I was told the line had been canceled for non-payment despite being on autopay and being told by the *** that I only owed $27.Xfinitys handling of this has been unacceptable. I gave up my phone, paid off T-Mobile myself, and now Im being overcharged by Xfinity all based on misleading promises and inconsistent information. Their failure to honor their promotions has caused financial and emotional stress.I demand immediate resolution and full reimbursement.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *******
              ******************
              *******, MA 02149
  
                Case Number:                    23659421
                Date of Notice:             July 28, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** *******.
  
  On December 27, 2024, ****** ******* enrolled with Xfinity Mobile with his ****** Pixel 7 Pro. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount on their Xfinity Internet bill provided they satisfied certain requirements. To qualify for the promotion, customers were required to sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears on the Xfinity Internet bill within 30 days of Xfinity Mobile activation and would be applied monthly for 12 months. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier.
  
  ****** ******* satisfied the promotional requirements until a Military discount was approved on January 18, 2025, replacing the Xfinity Mobile discount promotion awarded on December 27, 2025. The two discount offers were not stackable;therefore, ****** ******* was awarded the promotion of greater value. The recurring Military Discount began during the billing period of January 6, 2025,through February 5, 2025. The second line, ending in 1540, will be billed the ************** rate. On July 11, 2025, the Xfinity Mobile account was disconnected due to nonpayment voiding the promotion.
  
  Xfinity offers exclusive benefits for those who serve in the Military, once service is confirmed and the eligibility requirements are met. On January 4, 2025, ****** ******* purchased an iPhone 16. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount provided they satisfied certain requirements. To qualify for the promotion,customers were required to sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears within 30 days of Xfinity Mobile activation. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier.
  
  ****** ******* satisfied the promotional requirements and was receiving the promotion as intended. On July 11, 2025, the Xfinity Mobile account was disconnected due to nonpayment voiding the promotion.
  
  On January 4, 2025, ****** ******* purchased an Apple iPhone 16. At that time,Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****** ******* satisfied the promotional requirements and was receiving the promotion as intended. On July 11, 2025, the Xfinity Mobile account was disconnected due to nonpayment voiding the promotion. A one-time remorse credit was applied to the Xfinity Mobile account on July 11, 2025.
  
  At that time, Xfinity Mobile also offered another promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owe on their trade-in 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 the statement confirming the device payout was not uploaded through the Xfinity Mobile online portal.
  
  On August 5, 2025,an Xfinity Mobile Executive Resolutions spoke with ****** ******* and explained the above information. As a courtesy a credit was applied to the Xfinity Mobile account billing.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******* *.
  Xfinity Mobile Regulatory Specialist
  ********************************