Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/07/2025

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

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast is threatening to charge us for equipment we never had.We returned all actual Comcast equipment on June 9, 2025, and have a physical return receipt (attached).We have contacted Comcast support multiple times. Each representative confirmed our equipment was received and that our account is in good standing. Despite this, we continue to receive emails, texts, and phone calls stating that we have a balance due and threatening us with a charge for an unreturned cable boxwhich we never had on our account in the first place.We recently received a debt collection-style notice by email (attached), despite having no unpaid balance and no missing equipment.We are requesting written confirmation that:Our account is closed No balance is due All equipment was returned No charge will be assessed or sent to collections Comcast has had ample opportunity to correct this, and were now forced to escalate. We are attaching the equipment return receipt and a copy of the debt notice we received.

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:*** ********
  ****************************************************************************************
  
  Case Number:23655657
  Date of Notice:July 26, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******** regarding Xfinity service. 
  
  On July 30, 2025, I spoke with *** ******** regarding a billing concern. Our records indicate a voluntary disconnection of the account was completed on June 14, 2025 with an effective stop billing date of June 5, 2025. The disconnected account reflected a credit balance that would be processed once the Comcast equipment was returned. 
  
  On July 13, 2025, the Comcast equipment reflects as being returned and removed from the account. The account does not reflect a record of unreturned equipment charges being applied. 
  
  On June 28, 2025, the refund was processed and returned to the last payment method on file. The July 15, 2025 billing statement reflected the account was disconnected with a zero-balance owed. The account was not referred to a collection agency. *** ******** confirmed the refund was received successfully. 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:07/25/2025

  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.

  Ive been going in circles with this company for months trying to get a return label to return the phone they sent me I never used. They keep giving me the runaround and will not send me a return label instead they keep charging me for the phone I never used. I went to the Xfinity office where I got this ticket number they told me they cannot accept the Phone there. They contacted Xfinity mobile for me also & was also given the runaround. Ive been trying to return this phone for months now they will not send me a return label & claim they cannot accept it inside the Xfinity office. They have no build Me over $100. For something I never used.

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:***** ******
  ********************
  *****************
  
  Case Number:23655454
  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 Mobile service.
  
  On April 12, 2025, Ms. ****** initiated the purchase of a ******* Galaxy A36, subscribing to the ************** Plan with a Device Payment Plan spread out over 24 months.
  
  On April 22, 2025, Ms. ****** initiated the return of the ******* Galaxy A36. A return label was emailed to the address on file. Ms. ****** expressed difficulty accessing their email. The Xfinity Mobile customer care agent still proceeded to send the label via email. On June 19, 2025, Ms. ****** requested another label from customer care. The agent advised Ms. ****** to contact the Xfinity **************** to request that a return label be sent via mail.
  
  On August 1, 2025, I spoke with ****** *********, an authorized user on Ms. ******* account. Ms. ********* received the ***** return label and was returning the ******* Galaxy A36. Expectations were set that once the device is back in the warehouse, it can take approximately three to five business days to be graded. Once the device has been graded in like-new condition, the remaining cost of the device will be removed from the account, and *************************** device charges will be refunded. On August 5, 2025, the warehouse received the ******* Galaxy A36 in new condition. A credit was applied to the account, removing the Device Payment Plan. Courtesy credit was applied to the billing statements for the periods of June 21-July 20, 2025, and May 21-June 20, 2025. On August 13, 2025, I spoke with Ms. *********, confirming Ms. ****** was satisfied with the resolution. 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,
  
  
  ***** *.
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/25/2025

  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 am continuously having problems with the *********** and Comcast Xfinity refuses to connect me to a customer service agent or technical support, insisting I use automated support which now for months, is not resolving the problem. I have more or less continuous difficulty with playback of recorded videos for which Im paying annually for the service. Comcast Xfinity refuses to speak with me personally and persist performing the same computerized reset each time which corrects the problem with play back for a short period of time. The problems return a short time later and Xfinity Comcast leads me through the same procedure time after time after time without resolving the issue. Im paying for a service I am not receiving.

  Customer Answer

  Date: 07/27/2025

  Attached is a photo of the continuous error messages I received, among others.

  Business Response

  Date: 08/07/2025

  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ******
              **************************************************
              ***********, ********
  
              Case Number:                    23655399
              Date of Notice:             July 26, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity service.
  
  On August 2, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replaced CPE (Customer Premise Equipment). The technician replaced the customer-owned modem with a ********************** modem/gateway. The Xfinity modem rental was applied effective August 2, 2025.
  
  On August 2, 2025, our technical operations leadership team advised that ******* ****** is using his customer-owned modem with an Xi6 (wireless TV Box), they have nothing to monitor for any signal impairments or troubleshooting, other than XRAY.  They tried to monitor by his ********** Access Control), but it did not work. ******* ****** agreed to allow one of our Xfinity modems to be installed so we can get a few days of data to work with. The team advised that they would follow up with findings.
  
  On August 6, 2025, I received an email resolution from our technical operations leadership team advising that since installing the Xfinity modem on August 2, 2025, ******* ****** has not had any errors on the Digital Video Recorder (DVR) playback. ******* ****** will keep the modem for another week or two to ensure that his issue is resolved. ******* ****** would decide if he would keep the Xfinity modem, go back to his old customer-owned modem, or purchase a new modem.
  
  On August 7, 2025, I spoke with ******* ****** regarding the TV/Cable DVR concerns. ******* ****** was made aware that our technical operations leadership team installed a Xfinity modem/gateway to replace his customer-owned modem during the visit August 2, 2025. The team advised that since the Xfinity modem was installed, there are no reported errors on DVR playback. ******* ****** advised that the picture froze one-time last Sunday, August 3, 2025; other than that, there is no issue.
  
  I offered ******* ****** to keep the Xfinity modem on the account free for one year, including applicable taxes and fees, by applying a monthly discount for 12 months and a one-time credit; ******* ****** agreed. On August 7, 2025, I applied the monthly discount for 12 months effective August 7, 2025, expires August 6, 2026, and a one-time credit.The credits will reflect on August 27, 2025, statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations

  Customer Answer

  Date: 08/19/2025

  Despite using the Xfinity Comcast modem supplied by the company there are Random, continuous problems with *** playback. I have posted photos of the error messages Im receiving today, August 19, 2025, between 2 and 3 PM Eastern daylight time. Im unable to play back any programs recorded ***. Theres been no improvement and no resolution of the issue. Changing the modem has provided no improvement. I am due some kind of financial consideration for the fact that the *** playback has not worked properly in months and months. They are not resolving the problem. They are not remaining in contact with me. Theres been no resolution and no improvement. please relay this information to Xfinity Comcast. Their executive *** who is was assisting me no longer responds to my emails or phone calls.

  Customer Answer

  Date: 08/19/2025

  There has been no resolution or improvement in the issues with *** playback. I have attached photos of the error messages with persistently appear at random times preventing *** playback. On August 19, 2025, between the hours of 2 PM and 3 PM Eastern daylight time, I have an unable to play back any videos From the *** recordings. The executive assigned to my case no longer respond to emails or phone calls. The use of the Xfinity Comcast modem has resulted in no improvement or resolution of the issues. Please see the photos above for documentation which have been taken at various times on various days when *** playback is randomly inaccessible.

  Business Response

  Date: 09/12/2025

  
  September 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re: ******* ******
  *****************************
  *********************
  
  Case Number:23655399
  Date of Notice:August 19, 2025
  
  To the Better Business Bureau: 
   
  This letter responds to the above-referenced complaint submitted by ******* ******. 
    
  We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We reached out to ******* ****** directly and worked with them discussed their concerns.
   
  ******* ****** has been provided with direct contact information should there be any further questions or concerns.  
   
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations
  **************
  

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have three accounts with ********************. I have a Business account for my company, ******, electrical, Engineering, and I have two accounts for a duplex that I havein ******. They disconnected one account in the Duplex because of lack of payment. I have been trying to pay them so they can connect the service again for I have ****** Business, and they need to watch TV. Nobody Comcast seems to know where my account is. I get in the app and the app does not have the address. How is this possible? They sent me a link, and when I open the link, it has the account of the other side of the Duplex. The one that is paid.I dont know what to do. Please help. They made a mistake in the mailing address so I dont get it. The rental property gets it and probably they have been throwing away all the mail fromComcast

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ***** *******
              ***********************************
              *****, FL 33176
  
              Case Number:          23655318
              Date of Notice:         July 25, 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 29, 2025, I spoke with Ms. ******* regarding her concerns. Our records reflect the issue was caused by multiple accounts with ********************** using the same username.The username is not linked to Ms. ******* account number ending in 7494, causing her to be unable to access her billing information. On July 29, 2025, the username on the account was removed,and the correct username was added to the account.
  
  On May 5, 2025, a payment processed on the account. On May 13, 2025, a billing statement was generated for service dates May 17, 2025, through June 16, 2025.
  
  On June 13, 2025, a billing statement was generated which included the May 13, 2025, billing statement, and new charges for service dates June 17, 2025, through July 16, 2025, and a late fee. On June 25, 2025, the account was removed from automatic payments due to multiple unsuccessful payment attempts due to the card on file ending 9807 being expired.
  
  On July 13, 2025, a billing statement was generated which included the June 13, 2025, billing statement and new charges for service dates July 17, 2025, through August 16, 2025, and a late fee. The account was disconnected due to nonpayment on July 24, 2025.
  
  During our conversation, I reviewed the billing history with Ms. ******* and confirmed she has access to her My Account to manage payments. A payment was processed which restored services. Additionally,Ms. ******* authorized me to place the account back on automatic payments using a new card.
  
  On August 6, 2025, a credit was applied to the account for 2 late fees and reactivation fee. The credits will reflect on the August 13, 2025, bill statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

• Initial Complaint

  Date:07/25/2025

  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 June 25 & 26, I consulted with Comcast regarding travel. Was asked about dates and notified about $10 a day Global Travel Pass. I traveled July 3rd to **********, arriving 12pm MST. Prior to arriving, I had Xfinity, WhatsApp, and Zoom calls while in Ft. **********/***************. In ********** customs line, I logged onto airport WiFi and WhatsApp called sister for pickup between ******pm. I also received a 55 second call from brother. About 330pm, after arriving to Condominium *********************, ****, I logged onto the Condo WiFi, turned off my ************* and researched eSim cards. I purchased eSIM and thereafter told by Xfinity they would not unlock my phone, and asked about vacation dates, with notice about Global travel pass plan. On July 10th, I received a text notification for a $100 bill regarding Roaming charges and recommendations to utilize Global Travel pass. I was told that my charges were over 600 megabites. internet usage. My Internet usage was Zoom mtgs., Amazon Prime day shopping, and Viator research/Bookings. My Iphone was utilized only on **************** WiFi. On July 10 & 11, I had calls with Xfinity but met with conflicting communication from different agents. Thereafter, I contacted Xfinity daily to ensure Global Travel Pass plan with text verifications. I asked ticket # confirmation, and didn't receive it. On July 16 back home. July 23, I called to check on the expected next bill; Xfininty Mobile bill is over $200. The billing ***** was unable to deal with discrepancy of International bill and am asking the BBB to please forward this matter to Xfinity's department that is able to investigate/implement change to the charges. Oh! after speaking with a Comcast agent on Wednesday July 23, I was told that I would receive a $40 discount on my bill; BUT, unless I received a text notification, as Comcast does in **************************** regarding accounts, I don't believe any regard is being managed within my account and its billing. - Thank you.

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  BBB of ******************* & *************************;
  ****************************************************************************************************;
  **********************
  
  Re: ******* *******
  ***********************************************************
  ***********************
  
  Case Number: 23655256
  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 July 28, 2025, a Xfinity Mobile Regulatory Specialist called ******* ******* and provided an explanation regarding international roaming charges that accrued on the account. 
  
  When an Xfinity Mobile customer intends to travel internationally and use service, they are provided the option to Pay as you Go, charging them individual country rates or the Global Travel Pass offered in over 170+ countries. Prior to traveling, it is recommended to contact Xfinity Mobile to ensure this information is provided to avoid potential costly Pay as you Go roaming charges or to activate the Global Travel pass at a daily fixed rate anywhere the pass may be valid for. When a Global Travel Pass is active, if no calls, texts, or data have been used within a 24-hour period a line is not charged for that given day. 
  
  Our records indicate that the Global Travel pass was activated on ******* Gundrans account for the line ending in 2823. However, the line had already accrued Pay as you ******* roaming charges while in ********** prior to activating the Global Travel Pass. On July 10, 2025, the Global Travel Pass was activated on the account, and international service was utilized thereafter on the line until July 16, 2025. ******* Gundrans July 10, 2025 - August 9, ********************************************************************************** *********** 
  
  On June 3, 2025, ******* ******* contacted Mobile to inquire about international plans and was provided with the correct Pay as you ******* rates, as well as the option to add the Global Travel pass, to which ******* ******* declined. 
  
  On July 28, 2025, as a one-time courtesy, a credit was applied to the account for the Pay as you ******* roaming charges. The credit applied reflects on ******* Gundrans June 11, 2025 to July 10, 2025 billing cycle. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  Should you have any questions, please feel free to contact me at ********************************.
  Sincerely, 
  
  
  ****** *.
  XM Executive Resolutions 
  

• Initial Complaint

  Date:07/25/2025

  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.

  Xfinity performed maintenance and now my service is 10x slower than what I'm paying for. My work is severely impacted as working from home. Called several times and cannot reach a real person to fix the issue.

  Business Response

  Date: 08/12/2025

  
  August 12,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      
                  Case Number:                      23655202
                  Date of Notice:             July 25,2025
  
              ****** *******
              , CA 95762
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ****** ******* regarding Xfinity service.
  
  Comcast records reflect that planned maintenance was completed in Mr. ******** area on July 23, 2025.
  
  On July 31, 2025, I explained to Mr. ******* via email that a technical operations supervisor advised that a service call needs to be scheduled to resolve the issue.
  
  On August 3, 2025, Mr. ******* replied to my email wherein a service visit to address the service issue was refused. Without cooperation from Mr. ******** we are unable to provide a resolution. I reviewed Mr. ******** account with our diagnostic tools and a service call is necessary.
  
  I attempted to contact Mr. ******* via telephone and email several times since he last replied to my email on August 3, 2025; however, my attempts were unsuccessful. In order to resolve this matter, a service call is necessary.
  
  I forwarded Mr. ******** concerns about the automated system to the call routing management team for review. 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,
  
  
  ******* *.
  Xfinity Executive Customer Relations
  
  
  
  
  

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been dealing with Xfinity Mobile issues for the past 5 months. It's a two part issue.1. Was offered a deal in the Xfinity Chat feature on their website that proved to be false and fraudulent. An Xfinity retail employee and a CS *** on the phone both confirmed the deal I was offered is not a valid Xfinity Mobile offer.2. Upon realizing the offer did not reflect what I was actually being charged, I immediately cancelled my service and returned my unused, never activated equipment. Receipt of the equipment and service cancellation was sent by Xfinity. However, they continue to charge me each month for a service I am not using. Each month I call in to complain, whereupon they cancel the charge and assure me no further charges will be made. Only for the cycle to ***eat itself the following month. They send numerous emails and texts from their CS imploring me to make a payment, before finally processing an automatic payment on the card I have saved on file. I am exhausted by this situation and have lost all faith in Xfinity Mobile to fix it without taking this step of filing a claim.

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ********
              **********************
              *************,** 94121
  
              Case Number:              23654524
              Date of Notice:             July 25, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******** regarding Xfinity service.
  
  On March 4, 2025, ****** ******** established mobile services by purchasing a ******* Galaxy A16 5G subscribed to the 1GB by the gig data plan, and a ******* Galaxy watch, which includes the smartwatch fee of $10 a month. On March 4, 2025, a one-time payment was processed for the upfront taxes for the devices.
  
  On April 2, 2025, a returned order was submitted for both devices listed above, inadvertently disconnecting the lines listed above on April 9, 2025, and generating the final billing statement issued on April ******. There is no record of a monthly bill charge for the mobile services;however, the billing statement issued on April 3, 2025, included the prorated smartwatch fee, line set up fee per line, the device payment plans, and taxes.
  
  On April 3, 2025, the payment processed on March 4, 2025,was disputed with the bank, causing the amount to be re-applied to the mobile account.
  
  On April 11, 2025, a one-time restocking fee was charged,and the return order was closed, removing the remaining device charges.
  
  On July 25, 2025, a refund was processed; however, there is no record of a credit adjustment being applied to the mobile account to offset the refund, resulting in a past-due balance. On July 28, 2025, a one-time courtesy credit was applied to the account to offset the past due balance, bringing the account to a zero balance.
  
  On August 4, 2025, I spoke with Mr. ******** regarding his concerns. I explained the above information. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** 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:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im an unemployed federal worker displaced due to ******************* changes. I fell behind in my bill. I requested a line be removed from my service that I had for a friend in need (whos is not in jail and does not need it) . It was confirmed to me several times that the line had been removed. Now over a **** later im told that did not happen despite assurances it had. The reason, Im on a payment plan that prevents me from tying to safe money due to my unemployment status. Thiis is ludercrous. Im 61 year old profsional and for the 1st time in my life taking advantage of State help for people like me, but xfinity who Ive had onand off for like ***************************************************************** need not that im not supporting them with a 6 figure ********** my service is off. Aparenrly the auto payments from my account ending in 2965 were being rejected by my **** even thoush I manually do so without issue. Now apparently, according to ***** on 7/25, I was bumped out of this payment plan and they want everything past due paid upfront. As of this writing I am current on the payment plan. I want the payment plan restored that I paid into and the line they acknowledged that was removed, removed (I have recorded conversations with Xfinity acknowledging this).This is not the first time ive ask for BBB help with Xfinity. Most recently (within 2 months) I filed a complaint for a phone replavement that arrived defective or not properly configured causing countless calls to xfinity and days worth of issues getting it activated. I didnt not receive a response from this complaint filed on 5/23/2025 and its is very frustrating. I have Xfinity for my house and for my mobile and a seriously considering new providers for both.

  Business Response

  Date: 08/06/2025

  
  August 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* McNeil 
              *******************
              *************************
  
                Case Number:                    23654460
                Date of Notice:             July 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* McNeil regarding Xfinity Mobile service.
  
  I attempted to contact ********* multiple times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On July 25, 2025, Mobile line 5877 was ceased per Mr. ******** request.
  
  On May 8, 2025, monthly charges were assessed. No payment was made toward this statement. On June ******, monthly charges were assessed. No payment was made toward this statement.On June 8, 2025, Mr. ****** disputed the February 15, 2025, payment with his financial institution. Any time a dispute is opened with a financial institution, the disputed charge gets readded to the Xfinity Mobile account to bill out on the next auto pay date.
  
  On June 13, 2025, a manual payment was made. On July 8, 2025, monthly charges of $170.09 were assessed. On July 25, 2025, the Xfinity Mobile account was suspended due to non-payment. On July 25, 2025, a manual payment was made. On July 25, 2025, a repayment plan was created to address past-due balance and restore the service. Please note the repayment plan is active on the account and the next schedule payment for the repayment plan set for August 25, 2025. On August 1, 2025, an automatic payment was made for the July 8, 2025, statement. On August 1, 2025, a manual payment was made
  
  By default, all Xfinity Mobile bills are set on automatic payment. You must remain enrolled in our automatic payment program using a valid credit/debit card to activate and maintain your Service. This means we will automatically charge your card every month for the full amount owed on your bill. Your automatic payment date is always 20 days after your billing cycle closes. You have the right to terminate your authorization at any time online by logging into your My Account at  ****************************************************************** and terminating automatic payments or by calling ************** and terminating your authorization with a customer account executive.  ********************** records confirm automatic payments were made on March 28, 2025, April 28, 2025, and July 31, 2025.Automatic payments are working as intended. Please not automatic payments may not be successfully processed if the stored payment information is incorrect, there are insufficient funds or the transaction is declined by the financial institution.
  
  Xfinity Mobile records confirm Mobile line 5877 has usage on the July 8, 2025, statement for the June 9, 2025,through July 8, 2025, bill cycle. On the August 8, 2025, statement for the July 9, 2025, through August 8, 2025, bill cycle the ***************** charge is prorated as Mobile line 5877 was ceased on July 25, 2025. All charges are correct and valid. I apologized for any inconvenience this may have 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
  ************** Extension 3052840
  
  

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Xfinity account on June 24th to be cancelled the next day. I have continued to be billed and charged. I have contacted them and they keep telling me I should keep paying and once they process the cancellation, I will get a refund. They refuse to cancel it

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *******
              ***************
              **********, MA 01453
  
              Case Number:      23654234
              Date of Notice: July 25, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******* regarding Comcast Business Service.
  
  On July 28, 2025, I corresponded with Ms. ******* via email and confirmed that an order to disconnect her service was entered on the account on June 24, 2025. On July 28, 2025, I completed the open disconnection order and backdated the billing on the account to June 25, 2025.
  
  Ms.******* is due a refund. She will receive the refund in four to six weeks. I apologized for the inconvenience Ms. ******* experienced while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Xfinity Executive Customer Relations