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, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

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  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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:08/10/2025

  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 spent countless hours on the phone attempting to be provided a bill showing the phone numbers, the devices that were financed, and the balance due for said devices. I am going to be sent to collections but Xfinity refuses to send me a detail specific itemized bill. I have went into the store' I have spoken to management, I have begged and pleased with customer service to help me get a bill. I am being ridiculed at this point and can't take it anymore. I need my final bill and the bill prior to be sent on Xfinity letterhead to my email AND address on file.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:     
              Case Number:              23728327
              Date of Notice:             August 11, 2025
  
  
              **** ********
              ************************************
              **************, DE 19971
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******** regarding Xfinity Mobile service.
  
  I made several attempts to contact *********** via telephone and email; however, my attempts were unsuccessful. In order to resolve this matter, contact with Mr. ******** is necessary. 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 
  **********************-2801
  
  

• Initial Complaint

  Date:08/10/2025

  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.

  On the end of march, I canceled my Comcast/Xfinity service by returning all company equipment in person to the Aventura, ** store. The store representative confirmed my account was closed with no balance due. I was enrolled in autopay and received all bills through email and the Xfinity app. I never received a final bill or notice of any outstanding balance by mail, email, or phone.About a month later, I discovered Comcast/Xfinity or its contracted collection agency had reported a collection account for an amount I dispute. To avoid further damage to my credit, I paid the amount immediately, but I maintain the charge was in error as the service had been properly canceled and all equipment returned.This incident caused my credit score to drop from 780 to 680 right when I was about to purchase my first car, effectively halting my ability to secure financing. Comcast has not provided proof of the debt, my final bill, or documentation confirming my equipment return.I am requesting that Comcast remove any remaining negative credit reporting tied to this account, provide written confirmation of a $0 balance, and explain how this error occurred so it does not happen to other customers.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ****
              *****************************
              *****, ********
  
              Case Number:              23728231
              Date of Notice:             August 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **** regarding Xfinity service.
  
  On August 19, 2025, I spoke with Mr. ***** **** regarding a billing explanation. Our records indicate that on August 12, 2024, Mr. **** accepted, via text message, a 24-month term agreement package at a promotional rate, which included a monthly discount for enabling auto pay and paperless billing with a bank account. Services include Gigabit Internet.  ********** services include xFi Complete at a discounted rate per month for 24 months from August 12, 2024,through August 11, 2026. The 24-month service agreement and billing promotion were effective August 12, 2024, and expired August 11, 2026, after which the standard retail rates will apply. Equipment, taxes, government, and other fees are not included in the package price and are subject to change, with or without notice, to the extent permitted by applicable law.
  
  On March 18, 2025, Mr. **** voluntarily cancelled his Xfinity services with a disconnection completion date and a billing stop date of March 18, 2025. The equipment in the account was returned on March 18, 2025. On March 19, 2025, an early termination fee was posted to Mr. ***** account, which appeared on the April 18, 2025, billing statement. On April 2, 2025, a payment was posted to Mr. ***** account and appeared on the April 18, 2025, billing statement. On April 10, 2025, a return payment and a return payment fee were posted to the account and appeared on the April *******, billing statement. On May 19, 2025, the unpaid balance was written off to outside collections. On August 9, 2025, a payment was posted to Mr. ***** account and appeared on the August 18, 2025, final billing statement. On August 13, 2025, a billing adjustment credit was applied for the early termination fee. Following this, a credit balance remained, which will be processed as a refund to the card on record in less than 30 days.
  
  Mr. **** has been advised that within 30 days of the balance on his account being satisfied, the outside collection agency will update that the balance has been satisfied/paid in *******. Rose may file a dispute with the outside collection agency (***), the *** then submits a request to the credit bureaus to update the information. Once updated by the *************, the credit report should show the debt as Paid in Full. The account remains in their credit report as Satisfied Charged Off. If Mr. **** made a payment more than 30 days ago and the credit report was not updated, he should reach out to the *** again for help. They can ask for a ****** confirming they paid the balance. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/10/2025

  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 called in for several months to disconnect the services in all I was getting a runaround I returned the equipment and I still have a bill because Ive asked several times to disconnect the services on several calls and nobody did anything about it and now my bill is in collections so want something done about this problem

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *********
              ******************
              *********, MA 01952
  
              Case Number:              23727457
              Date of Notice:             August 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** *********.
  
  Our records show that **** ********** account was disconnected on February *******, due to nonpayment. A final billing statement dated March 13, 2024,reflected charges for services rendered and unreturned Xfinity equipment. The outstanding balance was referred to a collection agency on April 7, 2024.
  
  On February 21, 2025, the previously unreturned Xfinity equipment was returned,and the associated charges were reversed, leaving a balance remaining for unpaid service charges. Payment is required to clear the account and prevent further collection activities.
  
  I made several attempts to contact **** ********* to discuss this matter and explain the above information. Unfortunately, all contact attempts were unsuccessful. For further assistance with this matter, contact with **** ********* is necessary.
  
  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,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/9/2025 I contacted Comcast for two reasons: (1) to seek a credit for recent outtages, and (2) to ask why my monthly bill had just increased by almost $10. The outtages credit was resolved without difficulty. Conversely, I was told the monthly increase was due to recent improvements but that I could offset the increase by obtaining a free "next generation" modem and using it instead of the modem which I own. Additionally, I was told that I could reduce my internet plan from a ***** mbps plan to a 500 mbps plan and this would save $10/month. My current download speed (with my owned modem) was about 300 mbps so this made sense to me. I then drove to the xfinity store and picked up the new modem. I was not asked to pay for anything or to sign anything. I installed the new modem according to instructions but it only produced a 200 mbps speed and would not connect to my home phone. I then spent approximately four hours trying to reach xfinity via chats and calls. During the first two calls, I was repeatedly reassured that the modem was free and once configured properly would deliver the promised service at no cost (and at a $10/month saving). Eventually, however, I was connected to someone who told me that the modem could only be configured if I paid an additional $15/mo. Moreover, I was told that if I went to a 500 mbps plan, my monthly billing would increase (not decrease) by $10/mo. Eventually, I reconnected my old, owned modem. As a result, I spent the entire day unsuccessfully trying to have Comcast fulfill the promises it made about the new modem. I believe it's fraudulent to tell consumers they can have a modem at no cost but not to tell them that they will not be able to use the modem unless they pay an additional $15 per mo. It was also grossly misleading to tell me that I could save $10/mo by going to a ******************************************************************** an additonal $10/mo. I seek $25/month (promised savings) for 1 year.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *****
              **************
              ********,** 17015
  
              Case Number:              23726686
              Date of Notice:             August 10, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ***** regarding Xfinity service.
  
  On August 19, 2025, I spoke with ****** ***** regarding his service concern. Our records confirm the issue was caused by a defective modem. The service issue was corrected by ****** ***** by replacing the defective modem and switching to his own customer owned modem.
  
  Our records indicate that on February 22, 2025,****** ***** accepted the *********** and Gigabit Internet package at a promotional rate. Additional services include two TV boxes and premium channel MAX. The billing promotion was effective February 26, 2025, and will expire on March 9, 2026. The package includes a 12-month introductory promotional rate effective February 26, 2025, through March 9, 2026, then a 12-month promotional rate effective March 10, 2026, through March 9, 2027, after which the standard retail rates will apply. The pricing does not include equipment, taxes, or fees. ****** ***** receives a 3-product discount and an additional monthly discount for maintaining enrollment with paperless billing and automatic payment with a credit/debit card.
  
  Our records indicate that a billing adjustment credit was applied to the account on August 9, 2025, for service issues. This credit will reflect on the September 5, 2025, billing statement. Additionally, an additional courtesy credit was applied to the account on August 19, 2025. This credit will reflect on the September 5, 2025,billing statement. Further, records show a billing service discount for 12 months was applied to ****** Dursos account on August 19, 2025. The service discount was effective on August 19, 2025, and will expire on August 19, 2026. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  

  Customer Answer

  Date: 09/02/2025

   

  My complaint was resolved via a smaller than expected refund and a satisfactory billing adjustment.  The Xfinity response to BBB, however, seems inaccurate in that it stated that the problem originated with a defective modem.  I don't believe that was the case.  Instead, the complaint originated from Xfinity's inconsistent and inaccurate representations about the billing that would be associated with a new modem.  After repeatedly being told the modem would be free to use, I was told that it would only be free if (1) I agreed to a five year contract, or (2) I only used internet services (as opposed to an internet/TV/home phone package).  Thus, even after the intervention by its higher level customer service team, ********************** could still not get its story straight.

• Initial Complaint

  Date:08/09/2025

  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.

  hello i preordered ******* galaxy fold 7 order #******************* . there was a problem with the delivery address and the phone was returned to you. and it was received by xfinity on monday 7/28/2025 tracking no 1ZAC65431214458955 i added the proof of delivery still the order not cancelled and i got no refund and contacted customer service many times with no vail and billing have started on the phone ecm0015404129 ticket no i need the refund to my account ****** cancel the order and remove the phone and line and future charges from my account replenish my spending amount with xfinity mobile to 2500 so i can make a new order

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
              *************************************************
              *******, ********
  
              Case Number:                      23725757
              Date of Notice:             August 10, 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 22, 2025, Mr. ****** initiated the purchase of a ******* ************** subscribing to the ********************** Plan with a Device Payment Plan spread out over 24 months. The device was shipped to Mr. ****** on July 23, 2025. Due to an incomplete address, the device was marked return to sender. On July 30, 2025, the device was received in new condition at the Xfinity Mobile warehouse.
  
  On August 11, 2025, a credit was applied to your July 19August 18, 2025, billing statement. This credit reflects the balance associated with the ******* ************** Additionally, a refund was issued for the order payment taken on July 22, 2025. Refunds can take 3-5 days to apply to the customer's financial institution.
  
  On August 12, 2025, I spoke with Mr. Nasser regarding his Xfinity Mobile account.During our conversation, I confirmed that Mr. ****** is now able to view his account through the Xfinity App, where he can verify that the ******* ********************** been successfully removed from the account. Mr. ******* eligibility balance has been updated to reflect the return. Mr. ****** can expect the refund applied to his card on file in 3-5 business days. I apologize for the delay in resolving 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,
  
  
  ***** *.
  XM Executive Resolutions

• Initial Complaint

  Date:08/09/2025

  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.

  On my mobile bill dated June 20 I was billed $20 for a line fee and $25 for an activation fee for our tablet that I did not purchase. On July 1 I called them and they said they would give me a refund. they said it would be in 7to 10 days. Confirmation number ***************** I never received the refund so I called them again on 7/21 and-spoke with ******. She assured me she would get this taken care of and she would have the refund expedited 5 to 7 business days. It is nowAugust 9 and I still have not received my refund. I have called them a total of three times and I feel like they just keep lying to me. the refund due to me is $46.03 She also gave me a different tracking number of 175 311 and she also noted that she did not see any previous request for arefund.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  Better Business Bureau
  ************************************************************************************************************************************************
  
  Re:       **** ****
              *****************
              McMinnville, OR 97128
  
              Case Number:              23725615
              Date of Notice:             August 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ****.
  
  Our records indicate on May 7, 2025, Xfinity Mobile fulfilled an order for an Apple iPad on a 24-month device payment plan. On May *******, a return order was processed at Ms. ***** request. The return was completed on May 23, 2025, disconnecting the service for the iPad.
  
  On June 1, 2025, an invoice was issued for the billing period of May 1, 2025 through May 31, 2025. The invoice included the standard line set up fee and the tablet data charges for the iPad purchased on May 7,2025.
  
  As a courtesy on August 11, 2025, a credit was applied for the line set up fee and data charges on the June 1, 2025 invoice.
  
  On August 13, 2025,  I spoke with Ms. **** regarding the billing-related concern. An additional credit was applied to the Xfinity Mobile account. The credits will reflect on the invoice for the July 1, 2025, through July 31, 2025 billing period. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:08/09/2025

  Type:Order 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 not liable for this debt with a charter of communication ,I do not have a contract with comcast and they did not provide me with the original contract as I requested long time ago .

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** *********
           *************************
           ********, ** 02302
  
           Case Number:   23725287
           Date of Notice:   August 10, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ********* regarding Xfinity service.
  
  I made several attempts to contact **** ********* via telephone and email; however, my attempts were unsuccessful. 
  
  Our record shows that **** Jeanlouiss account was disconnected on March 3, 2021, with a balance remaining, of which a portion of the balance owed was transferred to this account from the prior account on January 27, 2021. As a result, the collections notice received is valid. 
  
  To resolve this matter, contact with **** ********* is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******** *. 
  Executive Customer Relations
  

• Initial Complaint

  Date:08/09/2025

  Type:Order 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 purchased an Apple Watch from Xfinity Mobile on June 13, 2025. I have attempted to return the watch to Xfinity Mobile seven times, but no return label was provided, and the item was not accepted when I attempted to send it through **** using my own funds.

  Business Response

  Date: 08/15/2025

  August 15, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: **** Waters 
  ******************************************************************************
  
  Case Number:23724647
  Date of Notice:August 9, 2025                              
       
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by **** ******.
  
  On August 12, 2025, I spoke with Mr. ****** regarding the concern. Our records reflect Mr. ****** purchased an Apple watch on June 13, 2025. Xfinity Mobile offers customers a 14 day window to return devices. I confirmed there was a note for a return request on June 20, 2025, but due to unknown reasons, the return was not issued. I advised Mr. ****** I would email him a return label. Once the device is received back in like-new condition, I will refund any charges for the device and waive the remaining balance. On August 13, 2025, Mr. ****** responded via email and advised he had received the return label. 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. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:08/09/2025

  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.

  This company has been the absolute worse company to deal with. They make it IMPOSSIBLE to cancel your service. I moved out of the area I had the service in. Naturally, you cannot cancel the service via just online you have to call them so they can try and convince you to stay with them. The new place I moved to does not have Xfinity in the area, so I wanted my service cancelled. The phone *** tried everything to get me to stay using them, despite me explaining several times the area I moved to does not offer the service. Finally after over an hour on the phone, which by the way you have to schedule a time for them to call you to cancel the service, you cant just get a call immediately and the options are 5-7 days out when you try to schedule the call( super convenient.) I was told by the phone *** I would get an email confirmation confirming the cancellation(never got it ) and a letter in the mail as well(never got that either.) I chatted in again the next day, to have 4 different chat ***s (they kept leaving the chat, I have screenshots of everything), tell me its cancelled and to follow the instructions online for returning my equipment. Asked for a cancellation confirmation email yet again, and the chat agent said thats a different department I cant do that after several other ***s saying they would send it(still have yet to receive the email by the way, its been over 3 days.) I told the *** I cannot go to an Xfinity store to return the equipment, since the new place I live in doesnt have a store around, so I asked for return labels sent to me email. You can guess what they said, ok we will send them to your email. Yeah I never received that, of course I didnt. Chatted in again the next day, ok I sent it, the email I got was an article on how to go to an Xfinity store to return the equipment. Everything has been a headache, unhelpful chat ***s, no care in the world for the customer besides making you keep the service. I demand a call from corporate.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *****
  
              , TN 37027
  
              Case Number:              23722960
              Date of Notice:             August 9, 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 on August 2, 2025, a voluntary disconnection order was placed on the account. On August 8, 2025, the account was disconnected with an effective billing stop date of August 2, 2025. The account was disconnected prior to the expiration of the contractual agreement which caused a valid early termination fee to apply on August 8, 2025. The remaining balance for the service charges billed up to August 2, 2025 and the early termination fee was reflected on the August ****** billing statement.
  
  On August 19, 2025, a courtesy credit was applied to the account for the remaining balance. The account is disconnected and as no balance remains, no further billing statements will be generated.
  
  As per policy there are multiple ways a customer can go about voluntarily cancelling services such as using chat via the Xfinity app or website, calling 1-800-Xfinity, visiting a local service center or calling the customer service line. The ********************** website will provide details for these options.
  
  On August 19, 2025, I spoke with ***** ***** regarding the above information. At this time, equipment remains on the account.  To avoid having unreturned equipment charges applied to the account, I explained the Comcast equipment can be returned to an Xfinity Store of *** Store. A prepaid return label can also be obtained by vising ****************************************************************. 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 *************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/09/2025

  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.

  On June 15, 2025, I called Xfinity after a garbage truck knocked down internet lines to my home. The customer service representative told me the technician visit scheduled for June 16 would most likely be free. The technician who came also confirmed there would be no charge. At no point did anyone tell me I could be charged up to $100.On my August 3, 2025 bill, I was charged $145 $45 for internet service plus $100 for the technician visit. On August 5, I called to dispute the charge and was told the technician later marked the visit as billable because I could have fixed it myself. I strongly disagree and feel misled. During the call, the supervisor, ******, went silent mid-explanation, and I eventually had to hang up.On August 7, I spoke with a live chat agent who assured me the $100 would be credited within 24 hours and provided ticket ECM0015681872. The ticket was later marked closed, but no credit was applied to my account and I received no confirmation email.Additionally, about six months ago, a sales representative offered me a limited-time mobile plan with the assurance I could cancel anytime without penalty. I canceled, yet Xfinity continues to bill me for mobile service.I am requesting:A full reversal of the $100 technician fee charged on my August 3, 2025 bill.Written confirmation that the charge has been reversed.Assurance that no similar charges will be applied in the future without my prior consent.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       Zhenlie ***
              ***************************, Apartment #0
              ***************************
  
                  Case Number:                      23722957
              Date of Notice:             August 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Zhenlie *** regarding Xfinity service.
  
  On August 11, 2025, I spoke with Ms.*** regarding their Xfinity Mobile concerns. Our records indicate that on February 5, 2025, Ms. *** ordered an eSIM for a customer-owned device, an Apple iPhone 13 mini, IMEI ending in 1315.
  
  On April 3, 2025, a disconnection of service was completed on the Mobile account. Our records reflect that a refund was processed on April 3, 2025. On April 12, 2025, a billing statement was released for the March 12 April 11, 2025, billing cycle. Due to an error, Ms. *** was also billed for the February 12 March ******* billing statement that previously reflected as a refund processed on April 3, 2025, and completed on April 6, 2025.
  
  On May 2, 2025, the payment method on file was charged for the billing statement for March 12 April *******. On May 15, 2025, Ms. *** disputed the charge with her financial institution and the payment was returned to the bank. On May 26, 2025, the payment was returned to Xfinity Mobile, and then returned to ****************** institution on June 14, 2025.
  
  On May 16, 2025, the account was placed in collections. On June 16, 2025, the account was sent to an outside collection agency. On July 12, 2025, a late fee was assessed on the Mobile account.
  
  On August 11, 2025, a credit was applied to the Mobile account to bring the account to a zero balance. The collection agency was notified on August 11, 2025, and Ms. *** can expect to receive a confirmation ****** within 30 business days. On August 13, 2025, the payment method on file was removed from the Mobile account.
  
  Regarding the residential billing concerns, several attempts were made to contact the customer using all available methods; however, these attempts were unsuccessful. A review of the account confirmed that a service call was completed on June 16, 2025, during which a faulty aerial drop was replaced. On June 17, 2025, an in-home service visit fee was mistakenly applied to the account for this service call.
  
  As a result of the fee, a billing statement was issued on July 7, 2025, which included the additional charge. This amount reflected the fee plus a service charge covering the billing period from July 11, 2025, through August 10, 2025. Payment was due on August 2, 2025. Because the account was enrolled in Automatic Payments, the balance was automatically processed on the due date and applied to the account on August 3, 2025.
  
  On August 12, 2025, the in-home service visit fee was reversed, creating a credit balance. A refund was successfully issued on August 16, 2025, back to the last payment method on file.
  
  Additionally, on August *******, a credit was applied to the account to reverse a late fee that had been assessed on August 16, 2025. This adjustment resulted in a remaining balance,due by September 2, 2025. The billing events will be visible on the following billing statement dated September 7, 2025. 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