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 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:07/26/2025

  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.

  A Comcast/Xfinity installer drilled through electrical wires causing over $1,400 in damage because they did not check where they were drilling. Or if they even needed to.After causing the damage he spent an hour+ on the phone with his supervisor who attempted to get his technician to repair the damage. While not being licensed or insured or trained to do the repair. The technician also stated his company that is contracted through Comcast isnt even insured for any damages they may cause to a home like this. Comcast has made little to no effort to correct the issue. I had to pay for repairs because the damage caused **** ***** to be exposed and could cause harm or other damage to my home. I dont even have Comcast Internet now because they couldnt guarantee the installer wouldnt be from the same contractor. I just have a hole in the wall and a bank account that is now missing $1,457.12.

  Business Response

  Date: 08/08/2025

  August 8,2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
  
              , WA 98026
  
              Case Number:                    23659326
              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 Mr. ***** ******.
  
  On August 7, 2025, I spoke with Mr. ****** and confirmed that the contractor has agreed to reimburse Mr. ****** for the cost of repairs for damage to Mr. ******** electrical wires and breaker box. A technical supervisor met Mr. ****** at the residence on August 6, 2025, to review the damage and on August 7, 2025, Mr. ****** was sent a Release of Liability, which he will need to sign and return before he is mailed a reimbursement check from the contractor.
  
  On July 21, 2025, a credit was issued to Mr. ******* Comcast account. On August ******, Mr. ******* Comcast service was disconnected with an end billing date of July 22, 2025. Mr. ****** still retains a leased modem. The remaining credit balance on Mr. ******* account will be refunded within 30 days of returning the leased modem. Mr. ****** should expect to receive his credit refund within four to six weeks of the refund date. 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 Response Team

• Initial Complaint

  Date:07/26/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Xfinity internet service and I was repeatedly contacted about mobile phone services. I refused multiple times and continued to receive calls with offers. 29 days ago they offered me free service for one year if I would try their mobile service. Aftsr 1 year, the price would be $42.97 a month after taxes and fees. I refused at first, but agreed after being guaranteed that I would not have any issues. 29 days later I received a bill for $68.60. Now my original phone plan I switched from is no longer available either as I had that plan for 10 years prior to switching. Not only am I being charged for something I never agreed to due to Xfinity breaching our contract, but I also have been financially inconvenienced because my original contract is no longer available.

  Customer Answer

  Date: 07/28/2025

  I have attempted to transfer my phone to another phone carrier. Xfinity refuses to release my number to allow it to be ported to my new phone service. I have only had service with Xfinity for one month, and now they are holding my phone number for ******. I have requested to have my number transferred multiple times and they refuse to transfer it to the new service I have already paid for in advance. They are trying to extort me for more money to get my phone number back that I have had for several years before switching to Xfinity a month ago. I don't feel like this is legal.

  Customer Answer

  Date: 07/31/2025

  Xfinity has agreed to remove the charges and released my phone number to allow me to port my number to my new service provider. I still feel like it should not have been this difficult to get them to do the right thing. That being said, they have removed the charges and released my number. 

• Initial Complaint

  Date:07/26/2025

  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.

  I contacted Xfinity to troubleshoot my Wi-Fi. During the chat, I was told about three promotions. First, I could get an Apple iPad for free. The agent said, your monthly charges which will be $29.38 will be covered under the promotion as you have a $40 discount on your account so from that $29.38 will be covered and the remaining $10.62 will be applied as a discount on your bill. This clearly meant $0/month for the iPad and an extra ~$10 off my bill. I agreed.Second, I was told Id get free unlimited data/talk/text for two mobile phones. After providing both **** numbers, the agent said, I have added 2 Unlimited mobile lines from our end for your devices which will be *************** calls, sms + 20+ million hotspots access for FREE. I was told my estimated monthly payment would be $24.70, and the promo would last one year. After that, it would be $40/line.Third, I was told Id receive a $100 virtual prepaid gift card per line (so $200 total), within 3-5 business days once the line gets activated. That never ************ my bill for the July cycle is $130. This includes two activation fees, which I expected. But Im also being charged for data lines and ~$9 for the iPad.When I contacted customer service, I was told the approval I signed was for one free line and one at $20, and that I agreed to pay for the iPad. Thats not what I was promised. I only skimmed the approval to confirm the phones listed were correct, trusting that it matched what the agent described. He assured me multiple times my mobile bill would be free.Customer service just repeats my bill summary and says, To avoid any misinformation approval is sent and order statement is sent also to registered email for the customer to review and it has 14 day return period as well if customer is not satisfied. That doesnt change the fact that I was misled about what I was signing up for.

  Business Response

  Date: 08/14/2025

  
  August 14,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ********
              *****************
              ********, GA 30635
  
                  Case Number:                      23658792
              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 the Xfinity Mobile free iPad promotion concern,our records reflect that on June 24, 2025, ***** ******** purchased an Apple iPad (A16). 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 a qualifying device on a device payment plan for 24 months. 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 is currently receiving the promotion as intended.
  
  Regarding the free ************** for 12 months concern, our records reflect that on June 24, 2025, ***** ******** ordered two eSIMs for two Apple iPhone 16 Pro devices. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a monthly service credit for 12 months. To qualify for the promotion, customers were required to bring their own device to ********************** and add a new line with an ************** plan. If the line is canceled, voluntarily or involuntarily, credits associated with device payments are lost. ******** customers will see the monthly service credit applied on their Xfinity Mobile billing statement as a service promotion in the following billing cycle.
  
  ***** ******** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  Regarding the Promotional Prepaid Card concern, our records reflect that Xfinity Mobile also offered another promotion on June *******, through which eligible customers could qualify to receive a prepaid card provided they satisfied certain requirements. To qualify for the promotion,customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within 14 weeks.
  
  ***** ******** satisfied the promotional requirements but is still within the grace ******* The prepaid card should be shipped to the customer within 14 weeks.
  
  On July 30, 2025, an Xfinity Mobile Executive Regulatory Specialist called ***** ******** and explained the above information.
  
  On June 24, 2025, ***** ******** was advised by a sales agent that the Apple iPad promotion offered a free device. On July 30, 2025, a courtesy credit was applied to the remaining balance of the Apple iPad, as well as two activation fees charged from June 25 to July 24, 2025, as shown on the billing statement. The credit is applied to the billing statements for the periods of June 25July 24, 2025, and July 25August 24, 2025.
  
  On July 29, 2025, an Xfinity Executive Relations representative spoke to ***** ********. ***** ******** reported service is working and ***** ******** no longer needs a service call.
  
  On March 16, 2025, ***** ******** accepted and consented via the web to a 24-month term agreement that is effective March 26, 2025,through March 26, 2027, for the 1.2 Gigabit Internet (formerly Gigabit extra)that has download speeds of up to 1300 Megabits per second (Mbps). This included a contract discount. The promotional pricing is effective from March 26, 2025, through March 25, 2027. On March 16, 2025, ***** ******** accepted and consented via the web to a 24-month promotional offer for the leased modem at no cost. This included a promotional discount. The promotional pricing is effective from March 26, 2025, through March 25, 2027. ***** ******** received the self-service discount for signing up for eco-bill and autopay by bank account (***).
  
  This package includes an Amazon eGift card if ***** ******** maintains the offer for 90 days and keeps the account in good standing.The eGift card would be received at the email address associated with the account within 14 to 16 weeks. This package also lets ***** ******** know she could receive a free line of Xfinity Mobile Unlimited for 12 months if she signs up for Xfinity Mobile and activates a new Unlimited line within 90 days of this order. Ninety days have passed, and ***** ******** has not taken advantage of this offer.
  
  ***** ******** reports not receiving the correct download speed. From April 7, 2025, through June 25, 2025, ***** ******** was receiving download speeds from 3.36 Mbps to ******* Mbps. On June 25, 2025, ***** ******** received credit for services that will reflect on the billing statement dated June 25, 2025. On June 25, 2025, a service/trouble call was scheduled for June 26, 2025, because of a Gateway speed test failed appointment. On June 26, 2025, a service visit was scheduled where a technician replaced a cable drop line and referred additional issues to maintenance for service-affected issues. On June 26, 2025, our maintenance visited the location and repaired/replaced an amplifier module. On July 29, 2025, ***** ******** confirmed that services were working.
  
  Should you have any questions, please feel free to contact us.
  
  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.

  Xfinity connected services to my home using fiber optic line. I was told the line would be buried within ***** days after the connection. They ran the line through my neighbors properties and across mine for my service. It has been nearly 30 days now since the line was ran and Xfinity makes every excuse in the book to avoid the situation. They never give me a date the line will be buried or any information pertaining to the line being ran. This has caused major problems with my neighbors and my relationships and Xfinity doesn't seem to care about the problem.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ******
              **************************************************
              PO Box 11
              Scipio, IN 47273
  
              Case Number:                    23658589
              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.
  
  Our records indicate a bury drop order was placed on the account on June 29, 2025. Another bury drop order was placed on the account on July 19, 2025. The bury drop request was cancelled on July 21, 2025 and referred to the construction department to complete a road bore. The road bore was expected to be completed within ****** days.
  
  On July 28, 2025, I spoke with ***** ****** regarding the above information. During the conversation,***** ****** advised that the cable line was buried by a third-party company hired by a neighbor. On July 31, 2025, our construction department confirmed there was no additional work needed to address the line at the location. 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: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.

  Account is under the name however ***** ****** (me) whom is on the account is handling this matter On July 24th I had a payment set up for my service however my check did not come in so I went online to chat with multiple agents about changing this and instead doing installments I was told this is fine, after some trying it was done my account showed an active 12 month installment plan for the ****** past due I would be making payments of ***** per month, I confirmed this with an agent on chat who told me I did need to make a manual ***** payment but that the plan was active and it would negate my arrangement that I had for the 24th since I was going with an installment plan instead (I have attached the chat transcript) mind you this was multiple agents I had chatted with that said this was possible and that we qualified Queue July 25th my service is magically suspended and there is no longer a payment plan showing on my account, talking with 1 agent and then a supervisor who said it isn't there you never did anything, then got transferred to customer service who stated the same thing BUT acknowledged the chat transcript indeed showed it was set up but there was nothing they can do, I then asked for their supervisor to be put on hold for over 40 minutes to then be told a supervisor would call me back within 30 minutes to an hour this never happened a supervisor never called me back so now this is not resolved, I am here WITHOUT service when I had did everything on my end to make it right and make sure I was OK and good to go

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** **********
              ************************************************************
              ********* ** 98499 
  
              Case Number:                      23658584
              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.
  I spoke with Mr. ***** ******* July 30, 2025,regarding a billing and payment installment plan dispute. Our records indicate Mr. ****** is an authorized user on the account in question.
  
  Upon receipt of Mr. ******** complaint, an account investigation was completed.Our records indicate that Mr. ****** currently subscribes to our Gigabit Internet service, which includes a promotional discount for a 12-month term. ********* also receives our Xfinity Complete modem rental at a promotional rate for the same duration. Both the promotional package and equipment pricing became effective on February 26, 2025, and will expire on February 25, 2026,after which standard retail rates will apply.

  
  In addition, Mr. ****** subscribes to our ******************* our NOW ******************** and has upgraded to our Gigabit Extra Internet Speed at the standard retail rate, which is not part of a promotional offer. Please note that equipment, additional services, taxes,and fees are not included in the package pricing and are subject to change at any time.
  Mr. ******** May 21, 2025, billing statement reflected a total balance due that included a past due amount, regular monthly charges, an on-site service visit fee, a late fee, and applicable taxes and fees. A credit was applied to the in-home service visit on May 26, 2025, and was reflected on the June 21, 2025, billing statement. No payment was processed toward the May billing statement.

  
  Our records show that on June 11, 2025, *********** services were interrupted due to non-payment. Services were reactivated after a partial payment was processed on the same day.
  Mr. ******** June 21, 2025, billing statement reflected a total amount due that included a past due balance, regular monthly charges, a late fee, and a reactivation fee.
  On July 9, 2025, Mr. ****** contacted our office to request a payment arrangement for the past due balance. A payment arrangement was established the same day, with a due date of July 24, 2025.This arrangement was not fulfilled. As a result, the arrangement was considered broken, and the account remained ineligible for a new payment ******************** were interrupted again on July 25, 2025, due to non-payment.

  
  On July 24, 2025, Mr. ****** contacted our office to request a 12-month installment plan for the past due balance. At that time, the account was ineligible for an installment plan. Our records indicate that the assisting agent provided inaccurate information regarding eligibility.Based on this information, Mr. ****** submitted a payment under the impression that it would initiate the plan. The assisting agent reactivated services on July 24, 2025. However, because the account was not eligible for either an installment plan or a payment arrangement, services were interrupted again on July 25, 2025, due to non-payment. At this time, the past due balance must be paid in full before service can be reinstated.
  On July 30, 2025, I communicated the above information to Mr. ******* at which time Mr. ****** requested to disconnect the account. On July 30, 2025, the account was disconnected per Mr. ******** request. I apologize for any inconvenience and overall experience 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,
  
  
  ****** *.
  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 cancelled my Xfinity internet plan May 14th and I have proof of that. They still went ahead and charged me the full month after. I have had to call Comcast / Xfinity 5 times already about a refund and theres no progress. They owe me $55 back and Im getting frustrated.

  Business Response

  Date: 08/11/2025

  
  August 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** ******
  
              PA 19130
  
              Case Number:                      23658561
              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 August 7, 2025, I spoke with Mr. **** ****** and confirmed disconnection of service effective July 9, 2025, with billing being stopped effective May *******, as requested. A final billing statement was sent on July 9, 2025, reflect a credit balance which will be issued in the form of a 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,
  
  
  ******** *.
  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.

  We have a contract of trade in and they refuse to sent the label to return the label to for the reminded 7 months balance , its a total scam

  Business Response

  Date: 08/15/2025

  
  August 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ***** *******
           *******************************************************************
           *******************
  
           Case Number:   23658401
           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 March 19, 2024, ***** ******* purchased an Apple iPhone 13. At the time, there was no trade in promotion for this device type running, so no promotion was provided. 
  
  On July 28, 2025, I called ***** ******* and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  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.

  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.