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

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

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  Comcast, Inc.

  5855 Interface Dr Ann Arbor, MI 48103-9515

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: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 Comcast for my home telephone (voice) service. It stopped working Wednesday, July 23rd. I have been on my neighbor's phone for several hours yesterday, July 24th and today, July 25th, with Comcast trying to get my phone ************** to work.I'm an 84 year-old widow living alone and this phone service is the service I have come to rely on for communication with family, friends, doctors...My Comcast voice number ************** My Comcast account number is **************** The last 4 numbers of my SSN is 5508.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  Better Business Bureau
  **********************************************************************************
  *********************
   
    Re: ***** Baker 
  *********************************************************************************;
   
  File Number:  23654140
  Date of Notice:  July 25, 2025
   
  Dear *** or Madam: 
  This letter responds to the above-referenced complaint submitted to your office by Ms. ***** *****. 
  Comcast restored Ms. ****** landline and voice service on July 30, 2025.  On the same day, Ms. ***** confirmed that her telephone number and voice service are working; however, Comcast is still investigating Ms. ****** concerns and will remain in contact with her to relay next steps, if needed. 
  Should you have any questions or require additional information, please contact Comcasts *************************** team at the telephone number provided below.  
  
  Sincerely,
  
  Comcast ***************************
  **************
  
  

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my internet service on June 19, 2025. I accidentally forgot to turn off my autopsy from my bank, so I overpaid by $132.14.I received a paper tatement dated July 1, 2025 showing a $132.14 credit. I turned the equipment into the Xfinity store in ******* GA on July *******. I have had two different 30 minutes chat sessions allegedly with a live agent to inquire about the refund. I on July the agent gave me confirmation #********** and was told I would receive the refund. On July 24 I texted with a live agent and again was promised a refund. But then I received an email telling me I hadn't returned the equipment even though I have a receipt from the stre.The I finally received a call from an agent who again said I hadn't returned the equipment. Eventually she said I would receive the refund and she gave me confirmation # **********.I don't understand why this is such a big problem

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *******
              ***********************
              Dacula, GA 30019
  
              Case Number:                    23653858
              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 June 18, 2025, the account was disconnected per Ms. ******** request, with a billing stop date of June 19, 2025 and a completion date of June 29, 2025. The Xfinity leased modem was returned/removed from Ms. ******* account on July 15, 2025.
  
  On July 18, 2025, a credit refund balance was issued. Ms. ******* confirmed that the refund was received back to her account on July 28, 2025. On July 30, 2025, I spoke with Ms.***** ******* regarding the above information. 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 a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 08/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:07/25/2025

  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.

  To Whom It May Concern,My name is **** *****, and I am writing to formally express my dissatisfaction with the recent experience I had with Comcast regarding the transfer of my services during a move.I contacted Comcast in advance to arrange the transfer of my services from my previous address at ************************************** to my new residence at ****************************************** ****, FL *****. I followed all the necessary steps as instructed by your representatives and was assured that everything was in order.On the day of my move, I called Comcast again to confirm the status of the transfer and was told that my services were active and ready. However, the following morning, I discovered that my services had been canceled without notice or not working. This disruption significantly impacted my ability to work, as I rely on Comcasts services for my professional ******************* make matters worse, I have now spent over 120 minutes plus on hold with customer support trying to resolve this issue. During this time, I was informed that Comcast did not even have the correct information associated with my account, including my name. This level of disorganization and lack of accountability is unacceptable.I am requesting the following:Immediate restoration of my services at the new address.A formal explanation for the cancellation and the mishandling of my account information.Compensation for the time lost and the inconvenience caused.Assurance that my account details are now accurate and secure.I hope Comcast will take this complaint seriously and take swift action to resolve the matter. I would appreciate a prompt response to this letter.Sincerely,**** *****

  Customer Answer

  Date: 07/30/2025

  Dear Better Business Beaureau,
  Im writing to express furhter frustration with a recent interaction I had with one of Comcast Corporate Representatives. During our phone conversation, the representative referred to me as Mr. ********* is actually my wifes name, and not the name associated with the account. I clarified this in real time and explained that this was a point of frustration, yet the mistake continues.
  Rather than addressing the root issuenamely, that the account appears to have incorrect personal information, the lack of service and the continues loss of my timethe representative shifted the conversation toward a hard sell, asking what he could do to get my cable business back then urging me to pay off a supposed debt. This approach felt transactional and dismissive, especially considering the underlying issue had not been resolved.
  Additionally, when I asked the representative to pause for just 10 seconds so I could gather my thoughts, my request was not respected. This lack of courtesy and unwillingness to listen made the experience even more disappointing.
  Ive been a customer for many years, and I value clear communication and respectful service. Im concerned that if the name on my account isnt corrected, this issue will continue to affect future interactions.
  I would appreciatethe time when a Comcast Representative can actually help.
  Sincerely,
  **** *****

  Business Response

  Date: 08/01/2025

  
  August 1, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ****** *****
           *********************************************************;
           **********, FL 32757
  
           Case Number:    23653277
           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 ****** *****, an authorized user on the account, regarding ********************** service.
  
  Our records indicate on July 15, 2025, a transfer of service work order was entered per ****** Chases request to transfer services from his previous account ending in 0326 to his new residence (account ending in 3222) effective July 25, 2025. On July 25, 2025, the transfer of service work order entered on July 15, 2025, was completed, at which time the services were transferred to his new residence ending in 3222, as requested. However, due to the agent failing to link and transfer the equipment to the new account ending in 3222 during the work order entry on July 15, 2025, resulted in the equipment remaining to the previous account ending in 0326 and not transferring to the new account ending in 3222, as expected, resulting in the delay to have his services installed and activated at his new residence.
  
  The agent who processed the transfer of service work order on July 15, 2025, inadvertently failed to link the equipment affiliated with the previous account ending in 0326 to the new account ending in 3222 during the transfer of service. Due to the agent failing to properly link the equipment during the transfer of service, it resulted in the equipment not transferring from ****** Chases previous account ending in 0326 to his new account ending in 3222, as expected. On July 25, 2025, the X1 cable receivers and the wireless modem were removed from the account ending in 0326. 
  
  On July 25, 2025, the work order was completed, at which time the services were transferred from his previous account ending in 0326 to the new account ending in 3222. On July 26, 2025, the balance remaining to the previous account ending in 0326 was transferred to the new account ending in 0326 and appeared on the July 26, 2025, billing statement on the account ending in 3222. On July 26, 2025, the first billing statement generated to the account ending in 3222 for an amount consisting of the unpaid balance transfer from the previous account ending in 0326 and new charges for services billed from July 25, 2025, through August 24, 2025. On July 25, 2025, a disconnection order was entered on the account ending in 3222 to terminate services effective July 27, 2025. 
  
  On July 27, 2025, the disconnection order entered on July 25, 2025, was completed, at which time the account was disconnected reflecting the effective disconnection billing stop date of July 27, 2025. On July 27, 2025, the account generated a balance consisting of the unpaid balance from the previous account ending in 0326 and charges for services billed from July 25, 2025, to July 26, 2025, and the balance owed appeared on the July 27, 2025, billing statement. 
  
  On July 25, 2025, a new account ending in 3776 was established under ****** *****, at the residence at which time the account was enrolled into a 60-month price lock guarantee promotion for the 1.2 Gig Internet service, which includes download speeds of up to 1.2 Gbps, the Xfinity Gateway and unlimited data at a monthly rate and includes a promotional guarantee discount for 60-months that is effective from July 25, 2025, to July 24, 2030. The promotional rates did not include additional equipment; service charges or applicable taxes and fees and standard retail rates were to apply at the conclusion of the promotional periods. 
  
  Monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. 
  
  On July 25, 2025, ****** ***** attempted a self-installation. However, ****** ***** was unsuccessful in self-installing the equipment on his new account ending in 3776, which resulted in an installation appointment being scheduled on July 25, 2025, for July 26, 2025, to assist with the installation of services and his equipment. On July 26, 2025, the installation appointment on his new account ending in 3776 was completed, at which time the technician completed the installation of his services and equipment and activated in an active outlet within the home. This resulted in an installation fee applying to the account ending in 3776 on July 26, 2025, and the installation fee will appear on the August 25, 2025, billing statement. 
  
  ****** ***** is listed to ***** Rasks previous account ending in 0326 as an authorized user; however, there is no record of a transfer of ownership for being received from ****** ***** to transfer ownership of the account ending in 0326 from ***** **** to him (****** *****). 
  
  On July 30, 2025, I spoke with ****** ***** and advised the information above. Due to the account ending in 3222 being terminated and due to ****** ***** having an active account under account ending in 3776 at this residence, results in a name change request being denied as it is not warranted. On July 30, 2025, the X1 cable receiver was removed from the account ending in 0326. ****** ***** confirmed that the services are working correctly. 
  
  I explained that Comcast does not provide compensation for frustration, inconvenience, loss of wages, or loss of time; therefore, the additional compensation request is denied as it is not warranted or justified. However, as a courtesy, on July 30, 2025, I offered to apply a credit to the account ending in 3222 to satisfy the account balance to zero. However, ****** ***** declined the compensation offer presented. 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: 08/01/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23653277
  
  I am rejecting this response because:

  To Whom It May Concern,
  Thank you for your response regarding the complaint submitted to the Better Business Bureau. However, I must respectfully clarify several critical inaccuracies and omissions in your letter that do not reflect the full scope of my experience with Comcast on July 25, 2025.
  First and foremost, your letter fails to acknowledge the extensive time I spent on the phone with Comcast representativesover 200 minuteson July 25, following assurances on July 24 that no further service calls were necessary. During this time, I repeatedly requested to speak with a supervisor, and those requests were denied on multiple occasions. This lack of escalation support significantly contributed to the frustration and delay in resolving the issue.
  Additionally, your summary of the conversation with ******* omits a key detail: his attempt to upsell me and pressure me into accepting a settlement. His approach was aggressive and unprofessional, to the point where I explicitly asked for a "time out" during the calla request he ignored and continued to speak over me. This behavior was not only inappropriate but also indicative of a broader issue in how customer concerns are handled.
  Furthermore, at no point during the process of canceling services and closing the account was I informed that I owed a balance or needed to return equipment. This lack of transparency has led to confusion and further complications that could have been avoided with clearer communication.
  While I appreciate the offer of a courtesy credit, I declined it not out of lack of appreciation, but because it did not address the core issues of miscommunication, lack of accountability, and the undue stress caused by this experience. I am seeking a resolution that reflects the full context of what occurred, including acknowledgment of the time invested, the mishandling of my requests, and the inappropriate conduct during the call with *******.
  I respectfully request that Comcast revisit this matter with a more accurate and comprehensive review of the events and provide a response that reflects the full scope of my concerns.
  Sincerely,
  ****** *****
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/25/2025

  Type:Order 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.

  For several months, Xfinity has repeatedly billed me for unreturned equipment that was collected by their technician when they came and installed my new modem. Each month, I call to dispute these false charges, and while they are temporarily removed, they reappear the following month. This cycle has caused significant stress and wasted hours of my time.Recently, Xfinity has escalated this issue by claiming that to fix my account, I must sign a new contract that includes unrequested mobile services and extend my agreement term, which is a clear attempt to coerce me into services I never consented to. When I refuse to sign a new agreement, I receive persistent texts regarding additional equipment charges for equipment I do not have.These actions appear to violate:- The Federal Trade Commission Act (15 U.S.C. 45), which prohibits unfair and deceptive practices.- The Fair Credit Billing Act (15 U.S.C. 1666), requiring accurate billing and prompt correction of errors.- Potential state Unfair or Deceptive Acts or Practices (UDAP) laws, given Xfinitys misrepresentation and repeated failure to resolve a known billing error.Xfinity agents have also misled me by tying billing corrections to signing new agreements, effectively using a service dispute as leverage to lock me into terms I never agreed to. This is not only deceptive but borders on unlawful contract modification and harassment.I request:- Permanent removal of all false charges related to the unreturned equipment.- Written confirmation that my original contract and pricing remain intact.- A formal apology for repeated coercive tactics and harassment.- A review by the BBB to investigate these predatory practices.Consumers should not have to fight monthly to prevent fraudulent charges or be coerced into new contracts to correct company errors. MY bill should remain at the original agreed-upon $70 a month but they keep billing over $100

  Business Response

  Date: 08/07/2025

  
  August 7, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ********* St. Pierre
              359 Reserve Overlook
              ******,GA 30115
  
              Case Number:                    23653145
              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 Ms. ********* St. Pierre regarding Xfinity service.
  
  On July 30, 2025, I spoke with Ms. St. Pierre regarding equipment charges. I was unable to locate any record of Ms. St. Pierre returning a Comcast leased modem which resulted in a unreturned equipment charge being added to the account on May *******.
  
  On July 30, 2025, I removed the modem from the account along with the inactive modem charge. Customer approval for the removal was received via text message.On July 31, 2025, I applied a courtesy credit to Ms. St. Pierres account to compensate for the inactive modem charges. The credit will reflect on the billing statement dated August 24, 2025. 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: 08/13/2025

  A Comcast representative reached out after the complaint was filed, and they have since resolved it to my approval 
  - crediting my account all the overages i was charged
  - removing the equirement from my account which they have in their posession or lost ( whatever the case may be) 
  - a promise that I will not longer see these charges on my account or be charged again in teh future 
  - a promise that no changes have been made to the terms of my contract 

• 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.

  the date of the transaction was 07-25-2025 at 12:34am.Without authorization xfinity took ****** dollars out of my bank account.The nature of the dispute is in regards to xfinity taking money out of my account without warning. They have taken 1000 dollars from me in less than 30 days and I have an unlimited data plan. Xfinity has been refusing to assist me in returning the money and have given me the run around with promises that a manager will contact me, but no one ever does. They took money without authorization then try to say they can't refund the money. this has caused me to miss my house payment and affects my credit and mortgage record. This issue does not involve advertising. I have been a customer for years and pay them monthly.

  Business Response

  Date: 08/01/2025

  August 1, 2025              
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *******
              ***************************************************
              ************************
  
                  Case Number:                         23653137
              Date of Notice:               July 25, 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. Although I was unable to reach Mr. ******** a review was completed on the account. ******************** records indicate that Mr. ******* currently subscribes to the X1 Starter Pro+Triple Play, it includes Starter, *************** and HD Technology Fee. It also includes Gigabit Internet and Xfinity Voice. Max. *****. Upgrade to Premium DVR.
  
  On May 17, 2025, the billing statement was generated, it included a past due balance. On June 13, 2025, a payment that was scheduled failed. On June 15, 2025, an order was created to disconnect the service for nonpayment. The service was restored with a payment.
  
  On June 17, 2025, the billing statement was generated, it included a past due balance from the May 17, 2025,billing statement. It included a late fee that was applied to the account on June 17, 2025. It also included a reactivation fee.
  
  On July 8, 2025, an order was created to disconnect the account for nonpayment, it was restored on the same day with a payment arrangement. On July 8, 2025, a payment was scheduled for July 25, 2025, this payment was scheduled on the Xfinity My Account portal. On July 8, 2025, another payment was scheduled for July 16, 2025, this was also done on the Xfinity My Account portal. On July 16, 2025, the payment that was scheduled for that day failed. On July 16, 2025, a payment was applied to the account.
  
  On July 17, 2025, the billing statement was generated, it included a past due balance from the June 17, 2025,billing statement. On July 25, 2025, the payment that had been previously scheduled was completed. This is an active account and has not been reported to collections. 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:07/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: *************** request filed with completion date of June 9, 2025. Follow-up complaints submitted on June 27 and July 25 due to unresolved issues.The amount of money you paid the business: N/A (service dispute regarding exposed cable/wire repair).What the business committed to provide you: Timely resolution of safety hazard (exposed cable/wire, case #ESL05083894). **************** initially promised completion by June 9, then extended deadlines to July 1118, and now August 8, 2025.What the nature of the dispute is: Failure to meet repeated deadlines for repairing a documented safety hazard, despite *** involvement and multiple escalations. The August 8 deadline is unacceptable after months of delays.Whether or not the business has tried to resolve the problem: Comcast has provided excuses (e.g., "other safety concerns") but no tangible resolution. The *** and resident (**** *******) have followed up relentlessly since June.If the issue involves advertising, when and where the ad was seen or heard: N/A (infrastructure negligence).Key Details:June 9, 2025: First deadline given by Comcast (missed).June 27, 2025: *** complaint filed after no resolution.July 1122, 2025: Comcast extended deadline twice (July 18 ? August 8).July 25, 2025: Final complaint submitted; August 8 deadline deemed unreasonable.Demand: Immediate action to resolve the safety hazard or escalation to regulatory authorities.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:****** *******
  ********************************************************************************************
  
  Case Number:23653124
  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 August 8, 2025, our construction team visited the location and completed burial of the cable line in question. I attempted to follow up with Ms. ******* after her initial email reply on August 8, 2025 to verify she has no further concerns but was unable to reach her. 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,
  
  
  ****** (***) W.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 08/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will continue to work closely with the BBB on future issues with requests sent to this company.
  
  Regards,
  
  ****** *******
  
  

• 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.

  Every month since January 2025 I have called Xfinity at ************. I called this number to request a bill to be mailed to **** spoke to a *** last week 7/14 to request a bill and as of today no bill was mailed to **** just called this morning Friday July 25th to request a bill to be mailed to me and I was transferred to 3 different ***s. Last *** I spoke to stated they cannot mail me a bill, and I hung up on the ***.I am frustrated with the ***s and lack of customer service and not mailing me a bill every month.

  Business Response

  Date: 08/04/2025

  
  
  
  August 4, 2025
  
  
  Better Business Bureau
  ********************************************************************************
  **********************
  
  Re:       ********* ******
              ***********************
              ************, ** 07204
  
  Case Number:                    23652972
  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.
  
  Ms. ********* ***** is billed for services from the 15th of the month to the 14th of the following month. The bill prints on the 15th of each month with a billing due date on the 7th of each month. Comcast bills in advance.  
  
  Records indicate that ******** is enrolled in paper billing and should receive her monthly billing statement via U.S. mail within 7-10 business days after the statement is generated on the 15th of each month.
  
  On July 30, 2025, I spoke with Ms. ***** regarding the missing billing statements since January 2025. ******** confirmed that she received her most recent billing statement, dated July 15, 2025, via US mail. I verified with Ms. ***** that her account is set to paper billing, but unfortunately, we have no control once the statement has been mailed. Ms. ***** confirmed that the service address and bill to address are the same and correct. I offered to have her contact me directly if she does not receive her monthly bills via US mail in the future. 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,
  
  
  ***** ** *.
  Case Manager | 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.

  It has been more than 5 months that i have been trying to reach out to xfinity due to my bills every month being different in amount and wanted to downgrade service and no one will ever answer the call. on 07/24/2025 xfinity disconnected my service I reached out to someone and they answered the phone I wanted to cancel this account and I do understand I owe money which Im willing to pay. The lady was very unproessional did not let me talk screaming and talking in between me when all I wanted was to close this account so i wont get anymore charges on this account .And she tells me know Im not closing this account I let her know that this is my account and Im the account holder and I have every right to close this account. Today 07/25/2025 i called xfinity again no one answer I been on hold waiting for 35 minutes no one ever answer's . I really need to close this account and Im asking for my money back.

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ********
  ***********************************************************
  *************************
  
                  Case Number:                      23652682
              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.
  
  Our records indicate that on June 9, 2025, ******* ******** accepted and consented by text message to a 12-month contractual agreement for Connect Internet service at a promotional rate effective June 9, 2025, through June ******. The package includes a contract discount effective June 9, 2025, to July 5, 2026, after which time regular retail rates would apply. A 12-month promotional rate for the internet modem rental at no additional cost is effective from June 9, 2025, to July 5, 2026, after which time regular retail rates would apply.
  
  Additional services, taxes,fees, and equipment are not included as part of the pricing and are subject to change. An available self-service discount for enrollment in both automatic payments with a linked payment method (an amount for a debit/credit card, an amount for a bank account) and paperless billing should ******* ******** choose to enroll.
  
  The contractual agreement included an early termination fee should the account be disconnected for any reason before June 9, 2026, after the initial 30-day period and reduces by each month of the contract fulfilled. ******* ******** was provided notice of the contractual agreement terms, including the early termination fee, prior to accepting the agreement on June 9, 2025, and received an email order confirmation with agreement terms on the same day.
  
  On July 2, 2025, a billing statement generated with an amount, which includes a past due balance, credit prorates due to the package change applied on June 9, 2025, a late fee, and service billed from July 6, 2025, to August 5, 2025. On July 24, 2025, a suspension of service due to nonpayment of service occurred, with a hard disconnection scheduled for August 23, 2025. Should ******* ******** fail to pay the past due balance prior to August 23, 2025, the hard disconnection order will complete, resulting in the closing of ******* ********** account and a prorate credits apply for services billed from July 24, 2025, to August 5, 2025.
  
  On July 25, 2025, I corresponded via email with ******* ******** and educated ******* ******** on the prorate charges, confirming that if the account is disconnected due to nonpayment, the credit prorate will apply to the balance, resulting in a balance for services rendered. I also confirmed that due to the account being disconnected prior to the contract end date of June ******, an early termination fee will apply to the account.
  
  At this time, no payment has been made, and no changes have been made to the account. Regarding the compensation request, the request has been respectfully denied as its not warranted. No refund is warranted on the account. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** (***) W.
  Executive Customer Relations

• 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.

  I signed up for an Xfinity promotion for a free line of unlimited mobile and it promotion said it was applied when I did it. Now I'm being billed the full amount. I met all the criteria of the promotion.

  Customer Answer

  Date: 08/13/2025

  I received this today.  I can't download the itemized statement to see what it says, it gives an error.  The woman I talked to on the phone said she applied the promotion, and I should be receiving free unlimited mobile.

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ********* ****
              ************************************
              ********, OR 97205
  
                  Case Number:                      23652662
              Date of Notice:             July 25, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted by ********* ****.
  
  On July 13, 2025, ********* **** purchased Xfinity Mobile service for a customer-owned device. At that time, ********************** offered a promotion through which eligible customers could receive a monthly credit equal to the value of the Xfinity Mobile Unlimited Plan for 12 months, provided they satisfied certain requirements. To qualify, customers were required to activate a new line of service with Xfinity Mobile within a specified time frame,maintain their Unlimited line, and maintain their post-paid internet line at a Connect More or above internet tier.
  
  ********* **** satisfied the promotional requirements, but the promotion did not reflect on the account. On July 25, 2025, the promotion was applied to the account.
  
  On July 25, 2025, a credit was applied for the prorated service charge and taxes,this impacted the July 24, 2025, invoice. ********* **** was advised that the remaining balance is for the activation fee and taxes on the fee.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to have technical issues that are unresolved. ****** is made to have us based customer support call me and repair issues. Specifically iot devices connect and disconnect constantly.

  Business Response

  Date: 08/11/2025

  
  August 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* ********
  **********************************************************************
  
  Case Number:23652081
  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.
  
  Our records indicate that on July 21, 2025, Mr. ******** accepted a 60-month promotion via text message for the 300 Megabits per second (Mbps) internet speed tier. The promotion is effective July 21, 2025, and will expire August 3, 2025. On August 4, 2025, the retail rate will apply. Additional service, equipment, taxes, and fees are not included in the package price and are subject to change with 30 days notice. 
  
  A service visit was completed on July 30, 2025, during which time the technician diagnosed and corrected the service issue by replacing the leased modem and activating an inactive cable outlet. On August 1, 2025, I spoke with Mr. ******** and verified that services were working correctly. 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