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.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  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:07/24/2025

  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.

  I have Comcast/Xfinity for internet service, that I use to work from home. My internet stopped working this morning at 7am. After troubleshooting, I called support and told them that I need internet so I can work from home. After minimal troubleshooting, a representative told me that he would like to repackage my service for the same price while we were waiting on my modem to reset. I agreed to the service, but then he seemed to act as if that solved my problem. Waiting 3-4 business days for a new modem, which may or may not solve my problem (we don't know if the modem is the issue) is not a solution. He also (I later found out), added a phone service to the order which I repeatedly told him I did not want. He seemed to think he was done but I told him my problem was that I don't have internet, I work from home, and I can't wait 3-4 days for a new modem. He then told me they would run 2 hours of tests and I would get a text when complete.Two hours later I got a text informing me the tests were done. Still, no internet. I then talked to two representatives, both of whom had me plug, unplug, replug, try different outlets, you name it, and both of whom said they couldn't schedule a technician to help me because of the original order to repackage my services. They both said that they were unable to cancel the order. One guy did tell me to go to the local Xfinity store and ask to change my modem out. I drove there and they too would not help me because of the order that nobody says they can cancel.I came home and called Xfinity again and was told the order couldn't be cancelled and I cannot be helped. I have lost an entire day of work, I was sold a service that I don't really care about, and I have no idea when I will be able to work. The last person I spoke to told me not to call back because nobody could help and it would just make me more upset.This is unacceptable. I need the internet I pay for so I can work.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       *********** *****
              3831 Rosedale Dive
              *******, ** 38111
  
              Case Number:              23649430
              Date of Notice:             July 24, 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 July 24, 2025, *********** ***** accepted a five-year promotion for the 1.2 Gig Internet service and Unlimited Voice at a promotional rate.  Services include 1.2 Gig Internet and a Wireless modem and *************** The package receives a monthly two-product discount and also receives a monthly self-service discount with enrollment in paperless billing automatic payments with a banking payment method. If paperless billing and/or automatic payments is removed, the self-service discount will no longer apply. The billing promotion was effective August 1, 2025, and will expire August 12, 2030, after which the standard retail rates will apply. Additional equipment charges, taxes and fees are not included in the package price.
  
  The services were accepted by *********** ***** on July 24, 2025, via text message confirmation. The order included a self-installation kit which included a replacement modem. The modem reflects as being delivered on July 25, 2025. Currently, a modem on the account reflects as being inactive. The inactive modem must be returned, or an unreturned equipment charge will be applied.
  
  As a courtesy, a credit was applied to the account on July 28, 2025. The credit will be reflected on the August 9, 2025 billing statement.
  
  Regarding the service-related concern. Our records indicate on July 25, 2025, a maintenance technician balanced the forward and return signal levels and installed a noise trap at the node in the area. On July 28, 2025, I spoke with *********** ***** who confirmed the service is 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 

  Customer Answer

  Date: 08/12/2025

  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:07/24/2025

  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 decided to switch from Comcast/Xfinity to ******** for many reasons. I logged into my Comcast account to see how I could cancel my internet service with Comcast. There was no option to do so. I then initiated a chat session. It took 15 minutes before I could get a live agent. I succeeded by lying and saying my issue was related to billing/payments. After maybe 5 minutes I was told I needed to all an 800 number. Surprisingly to me, someone answered right away. But even though I made very clear at the start of the conversation that I had no interest in anything Comcast had to offer, the woman just kept going on how I could save, add services, etc. I had to finally show anger, and after a brief placement on hold she finally cancelled. However, the $93 that Comcast owes me as I recently payed my Comcast bill will not automatically be sent to me. I again have to call them, likely placed on a long hold (unless I lie again on the reason for my call).So I'm submitting this complaint to BBB in great part as a complaint for others to read before they decide to sign up for Xfinity. But I also want my $93 refund without me having to call them again (I'm on a 3-week vacation starting mid-August).

  Business Response

  Date: 08/12/2025

  August 12,2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:       **** *****
              ***********************
              ************,IN 46236
  
                Case Number:                    23649323
              Date of Notice:             July 24, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** *****.
  
  On July 24, 2025, **** Offens account was disconnected with a billing stop date of July 24, 2025. A credit balance remained on the account, which will be refunded to **** *****. Within seven to 14 days; **** ***** will receive an email, asking him to select how he would like to receive his refund. If we do not receive a response, a prepaid **** card will be emailed.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 08/13/2025

  [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 tentatively satisfactory to me. I say "tentative" because the refund is yet to appear.

  But my complaint was never about the speed at which my refund came to me.  It was that Comcast did everything they could to make it next-to-impossible to first cancel their service, and then forcing customers like me who had a balance due to have to figure out again, spending 30 minutes or more, to request that refund.  I'm sure many customers are not as diligent as I was.

  
  Regards,
  
  **** *****
  

  
  

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Xfinity Mobile regarding a $586.91 roaming charge I received during a trip to ****** during 7/20 - 7/22. I believed roaming in ****** was included with my unlimited plan, based on Xfinity's publicly available information. At no point was it made clear that I needed to be on a specific "5th generation" version of the plan to avoid roaming charges. There was no indication in my account or during plan selection that different generations existed or that mine lacked this feature.After receiving the charges, I contacted customer service and was told the ******** were valid. I was then directed to contact a specific person for billing disputes. I called the number provided every day for a week at different times, left voicemails, and never received a response.This entire experience has been very frustrating and disappointing. Xfinity's lack of transparency around plan features, combined with absence of any real customer support, led to this unfair charge. Had I been properly informed, I would have take precautions to avoid data usage while abroad.

  Business Response

  Date: 07/29/2025

  
  July 29, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** ***
  **********************************************************************
  
  Case Number:23649161
  Date of Notice:July 24, 2025
  
  Dear Sir/Madam:
  
  This ****** responds to the complaint submitted to the Better Business Bureau by ******** *** regarding Xfinity Mobile service.
  
  On June 21, 2025, Xfinity Mobile sent a text message to the phone number (2513) informing that the line was in ******, providing details about pay-as-you-go international calls, texts, data, and the Global Travel Pass.
  
  There is no record of the Global Travel Pass being activated, resulting in international pay-as-you-go charges. The international charges listed on the billing statement issued on July 1, 2025, are associated with the phone number above.
  
  I spoke with Mr. *** on July 25, 2025, and reviewed the information above. Xfinity Mobile respectfully denied the refund request, stating it was not warranted. 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:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my tv service. I only want to have my mobile service and internet. They keep refusing to let me.

  Business Response

  Date: 08/08/2025

  August 8. 2025
  
  
  Better Business Bureau
  ********************************************************************************
  **********************
  
  Re:       ****** ******
              *********************
              ******,MA 01083
  
              Case Number:              23648747
              Date of Notice:             July 24,2025
  
  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 October 29, 2022, Ms. ****** accepted a 36-month package for Super+ More Triple Play at a promotional rate which included Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), Digital Preferred Tier, which included premium channels Epix, HBO Max , Showtime, TMC, More Sports & Entertainment,HD, ************* Gig+ Internet, Unlimited Voice & ******* Standard HD Plan. Additionally, the promotion included Peacock Premium at no extra cost through October 30, 202, at which time standard retail rate will apply.
  
  The promotion comes with a 24-month term agreement, effective October 30, 2022, and will expire on October *******. The first and second-year billing promotion for Super+ More Triple Play was effective from October and expired on November 24, 2024. On November *******, the promotional rate transitioned to the third year, and will expire on November 24, 2025, at which time the standard retail rate will apply. Mr. ******* also subscribed to *** Complete at a discounted monthly rate through September ******. Additionally, the pricing includes a monthly Xfinity Mobile Discount.
  
  The rate does not include additional services, equipment charges, or applicable taxes and fees, which are subject to change. Ms. ****** is renting a TV box plus remote at a monthly fee and modem at a monthly fee and subscribed to ******* Premium Upgrade at a monthly rate.
  
  On August 4, 2025, I spoke with ****** ****** regarding her request to downgrade to internet-only service while maintaining her mobile plan. Ms. ****** wishes to retain her Gigabit Plus internet speed along with her current mobile plan. I informed her that there are no promotional offers available for internet-only service at her current speed of Gigabit 1.2, including unlimited data and the Xwifi gateway plus taxes.  I advised that a current promotion would be at a higher rate. Ms. ****** declined the offer and stated she would consider it further. Additionally, her request for billing-related compensation was reviewed and found to be unjustified; therefore, it has been denied.
  
  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:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay $97.49 monthly to xfinity. A portion of that goes toward a 24 month phone payment. That payment was paid IN FULL July 16th, 2025. The balance is $39.77 for the cost of the monthly phone bill only.Xfinity took out $97.49 July 23, 2025 and refuses to refund the difference. The mobile phone payment they took out is in excess of the bill. I am owed $57.72. Refund.I called this morning. I've been on the line at this time, 1 hr 13 minutes. I've spoken with a supervisor who is diligently trying to still keep an extra phone payment of $57.72. I do NOT Owe this extra money and I've overpaid. I am due this money back immediately. They won't listen to me. He's trying to tell me I owed it when clearly, as per the screenshots taken July 16th. I do NOT owe that money. I want my money refunded to my bank immediately.

  Business Response

  Date: 07/25/2025

  
  July 25, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** *******
              1969 D Street
  *****************
  
  
                Case Number:                    23648615
              Date of Notice:             July 24, 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 25, 2025, I spoke with ********** regarding her billing concerns.Our records indicate that on September 5, 2023, Ms. ******* purchased a ******* Galaxy S23 Ultra under the 24-month device payment plan (DPP). On July ******** Ms. ******* paid off the device balance reflecting within her Xfinity app. On July 24, 2025, ***************** 4-July 3, 2025, billing cycle payment was deducted in which included a device payment. Once a billing cycle is closed a payment cannot be added and or taken out.
  
  As of July 4, 2025, no changes were able to be made to the June 4-July 3, 2025, billing cycle,therefore the July 16, 2025, early direct device payment would not be able to pull the device payment from the closed billing cycle. 
  
  On July 25, 2025, I educated Ms. ******* of the above information. I educated Ms. ******** the device was purchased in the month of September, with the first DPP payment being made at the time of purchase, with that in mind the device was set to be paid off within the July 4-August 3, 2025, billing cycle auto paid on August 24, 2025,therefore, to fulfill the 24-month plan.
  
  The charges on the account are deemed valid and Ms. ******** refund request is respectfully denied. While speaking with Ms. ******* I changed her mobile line from the ********************** plan to the ******************** plan at her request. 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 Regulatory Specialist
  
  

• Initial Complaint

  Date:07/24/2025

  Type:Customer Service 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.

  Comcast Xfinity denied my request for a bill credit on 7/24/2025 saying Ive exceeded the bill credit limit. This is BS all customers who pay for service deserve a bill credit anytime they experience an outage of their service. Our internet service was out from about 7:30 am until 10:45 am due to supposed service upgrades in which we were notified that they were not completed today. But still I was denied a credit. This is unacceptable. Any disruption of our Comcast / Xfinity service is legally entitled to a bill credit.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ****** *******
              ********************************
              **********, MA 02723
  
              Case Number:                      23647880
              Date of Notice:                     July 24, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******* regarding Xfinity service.
  
  Company records indicate Mr. ******** area had a planned outage caused by scheduled maintenance on July 24, 2025 and on July 25, 2025.  Xfinity attempts to not schedule maintenance during peak times. 
  
  On July 28, 2025, I spoke with Mr. ******* regarding a billing related concern. On July 28, 2025, I applied a credit on Mr. ******** bill due to a service outage. This credit reflected on the August 1, 2025, billing statement. Company records confirm Mr. ******* also received two credits for service issues on June 5, 2025, that were reflected on his July 1, 2025, billing statement. 
  
  On July 28, 2025, ********** downgraded his services from the Flex Cable and Fast Internet with xFi Complete to the Flex Cable and 500 Mbps internet ******************* The fast internet promotion was effective on September 25, 2024, and wouldve expired on October 5, 2026.  This 500 Mbps promotion was effective on July 28, 2025, and will expire on August 5, 2030, at which time retail rates will apply.  Equipment,taxes and fees are not included under the promotion rate. 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,
  
  
  ******* J
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 08/06/2025

  [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:07/24/2025

  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.

  **************** assured me that I had set up my plan to receive an unlimited phone line with a $400 dollar phone discount which they have since stated cannot and will not be honored. I wrote the following and have received NOTHING but excuses in my reply. "I am supposed to be on your UNLIMITED DATA PLAN bundled with my internet. My bill was confirmed at time of purchase! $600.00 phone ($400.00 discount) = $8.33 per month!!!$63 internet!!!$15.00 insurance! (This is not supposed to have a deductible but they are asking $100.00)$50.00 unlimited plus data plan (discounted $40.00)Sub Total: ***** +tax Total ~= $108!!!Why can no one fix my ****!!!16 operators! 1 supervisor! 16 hours!!!"

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *******
               ****************
               *********,** 98312
  
               Case Number:              23647709
               Date of Notice:             July 24, 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 May 22, 2025, Mr. ******* purchased a ******** Razr, 256 GB. During this time, Xfinity customers who subscribed to the Fast ********************************************* service or a higher tier of Xfinity Internet were eligible to receive a free ************** Plan with Xfinity Mobile for 12 months. ********** is currently receiving the monthly discount. This 12-month discount expires in June 2026, and is applied to ************ Xfinity Mobile billing.
  
  Xfinity Mobile billing statements are not associated with any Xfinity residential services such as Internet, Cable, Home Security and Xfinity Voice. Xfinity Mobile requires monthly automatic payments which are due 20 days after each 30-day billing cycle has ended.
  
  On July 30, 2025, I spoke with Mr. ******* and provided the above information and a complete Xfinity Mobile billing overview.
  
  Regarding the Xfinity Internet billing concerns, on May 21, 2025, a billing statement generated for services from May 21, 2025, through June 20, 2025. On June 12, 2025, a payment was processed. On June 16, 2025, a billing statement generated for services from June 21, 2025, through July 20, 2025, with a balance on the account. On July 12, 2025, a payment was processed bringing the balance to current. On July 16, 2025, a billing statement generated for services from July 21, 2025, through August 20, 2025, with a balance on the account.
  
  On July 18, 2025, Mr. ******* subscribed to the 1 Gigabit Internet package, at a promotional rate, prorating the account balance. ************ services include 1 Gigabit Internet and a modem rental at no monthly cost. The package was effective on July 18, 2025, through July 20, 2026 , at which time retail rate applies.The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  As the billing on the account is accurate, the compensation request is unjustified and has been respectfully denied.
  
  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,
  
  
  ****** F
  Xfinity Mobile Regulatory Specialist
  

  Customer Answer

  Date: 08/13/2025

  I'm sincerely sorry that I missed the initial response from Xfinity and I am gratified that you were able to get them to respond at all. About two weeks ago I received a call from a corporate escalation team member. I explained to her that the conflict was about a discounted device rate which was supposed to have come with a phone line valued at $50 a month. 
  
  The resolution that Xfinity provided was to zero out my device payments all together agreeing with me that there had been an error in providing the device payment. I no longer have a complaint with Xfinity but I don't want it understood or believed that Xfinity did not make an error they agreed that they did. Should you have any further questions feel free to contact me back. I will be happy to provide what information I can for your records. My overriding concern is that there are thousands of customers like me who are getting erroneously build having believed they were signing up for one promotion or another that due to technicalities or irrational expiration dates they're failing to receive without notice. 

• Initial Complaint

  Date:07/24/2025

  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.

  April 27 I called to cancel my account. I got a verbal confirmation it was canceled. On April 28 I returned all equipment to local Xfinity store in **********************. They told me that the account had not been canceled but instead had been changed to a different Package. Which is not what I asked them to do so I called again on April **************************************************************************************************************************** In May, I got a bill in which I paid thinking it was the past month but in fact I was incorrect so I called themand they said my account had never been canceled and they owed me $505 for that bill and then the proactive rate between April 27 andMay 11 When that month should have ended. I have since called four additional times making this my seventh phone call to Xfinity. I have email confirmations that my account was canceled. I continue to get bills from them. I continue to get late payment notices. Every time I call they me that the account has been canceled and then I dont owe any money and that I have to wait weeks to get my $505. I do not have that money. Today in my conversation with customer support the gentleman on the phone told me that he works for multiple Agencies and he has had this problem many times of Xfinity not canceling accounts when people request to cancel them. I believe this is fraud. Im looking for assistance and getting my money and ensuring that my account is canceled and that I have not been sent to collections.

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:                         Case Number:                      #********
  Date of Notice:             July 24, 2025  
  
  
                  **** ********
  *****************************************************************************
  
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. **** ********..
  
  Ms.******** contacted Xfinity to request disconnection on April 23, 27, and *******. On April 28, 2025, Ms. ******** returned the Xfinity equipment to her local Xfinity store. On May 5 and 28, 2025, Ms. ******** made payments to Xfinity. The account was disconnected on July 14, 2025, with a stop bill date of July 3, 2025.
  
  On July 25, 2025, a billing adjustment was applied to the account clearing the outstanding balance. A refund was initiated. On August 1, 2025, I spoke with Ms. ******** and explained the aforementioned information. I advised that the refund would be processed on August 4, 2025, and should arrive in her financial institution by August 8, 2025.  I will stay in contact with Ms. ******** to ensure the refund is received. 
  
  Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  ***** *.
  Executive Customer Relations
  
  
  

• Initial Complaint

  Date:07/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an internet modem in the mail, to my residence I am no longer living at as I am selling it and closing in 2 weeks. My neighbor picked up a box from my front door, and discovered it was a Xfinity modem, which I did not order. I have attempted to resolve the issue with Xfinity directly, I have called over 7 time, each time I have ensured they had a call back number, and each time I have been disconnected, and I do not get a call back. They state that I created the account, but they do not have my correct number listed under the account, they then state it might have been the new residence, but I explain no one lives their yet, and why would they use my information. They see that I had an inactive account, and a new account recently opened. All I want them to do is close any account associated with my name and that address and verify that I can have my neighborhood return their equipment without a problem. They continue to say its my account and transferred my to an offshore **************** to collect all my personal information just to report the account as fraudulent and close it. I refuse to provide my information to anyone offshore nor a website they provide.I am requesting they contact me to let me know the account is closed, and their equipment can be returned to a store location without a problem.Dealing with Xfinity is the worst thing in the world and this is why I left over 5 years ago and would never return. I would rather deal with 1990s dial up than deal with their customer service ever again.

  Business Response

  Date: 08/22/2025

  
  August 22, 2025     
  
  
  BBB of **************************; ********************
  *****************************************************************************
  *********************
  
    Re:     ***** ******
  ************************************************************************
  
  File Number:                                     23647529
  Date of Notice:                         July 24, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by Mr. *************
  
  Regarding the Privacy concern,Customer ****************** investigated Mr. ******* complaint and did not find any signs of compromise to the account.
  
  A ******************** Customer ****************** technician attempted to contact Mr. ****** to advise him of the aforementioned information and address any further concerns. Unfortunately, all attempts were unsuccessful. The technician left a message providing his contact information. Contact with ********* is required for further assistance with this matter.
  
  Regarding the unreturned equipment,on July 24, 2022, Mr. ****** was charged for an unreturned cable converter TV box ending in 0769. This left a balance on the account. Mr. ****** was advised that all Comcast equipment can be returned to the nearest service center.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  Customer ******************
  *************
  

• Initial Complaint

  Date:07/24/2025

  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 not been able to check internet data usage on the mobile app or online since 7/10/25. I waited to call on 7/17/25 because I absolutely dread contacting XFINITY customer service and knew I would end up frustrated, passed around, disconnected, and the issue would remain unresolved. That is exactly what happened. The issue is still UNRESOLVED. I have attached a timeline of the events that have occurred leading up to this still open issue.

  Business Response

  Date: 08/14/2025

  August 14, 2025                                                                                   
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* *******
  
              , FL 32225
  
  File Number:             23647471
  Date of Notice:          July 24, 2025   
  
  Dear Sir/Madam:
  
  This ****** responds to the above-referenced complaint submitted to the Better Business Bureau by Ms.******* **************
  
  On August 1, 2025, a Comcast ***************** Assurance technician spoke with Ms. ******* to discuss her Data Usage Meter viewing issue and submitted a repair request to our engineering team. On August 18, 2025, the repair request was completed, and I spoke with Ms. ******* to confirm her ability to view her Data Usage Meter through both ************************** and the Xfinity App.
  
  If you or Ms. ******* have further questions or concerns, please feel free to contact me/ this office.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  ********************************
  
  

  Customer Answer

  Date: 08/21/2025

  I can't recall seeing any notification that there was a response needed, but not denying BBB sent one, because they're great with responding.  Xfinity/Comcast is a terrible company and their response, at best, was mediocre.  The service is NOT exceptional or professional in any manner.  After my 1 year promo ends, I have every intention of disconnecting service with them and going with ATT, where customers are treated very differently.***** initially called me and he was defensive and smug.  I had to reach out again to Xfinity and ******* apology was not sincere and seemed very rehearsed. I was hesitant about signing up with Xfinity due to my awful experience with them years ago and rightfully so.  Not much has changed!!