Business Profile

Internet Providers

Comcast Corporation

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,097 total complaints in the last 3 years.
9,028 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:
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.
Purchased ******* ************* 6 - February 2025 ******************* plan Purchased from Xfinity store in ********, ****** Top screen lights up When you open phone, screen will not light up Been in 3 Xfinity stores ************************ who is the damage / claim carrier for Xfinity WIll not replace phone / exchange Will not give / lend a loaner phone Was told to break contract was a total of $1,219.99 Filed claim w/ Assurant, was denied on 7.24.2025
Business Response
Date: 08/06/2025
August 6, 2025

BBB of ******************* &********************
*****************************************************************************
**********************

Re:       ****** *********
*******************************************************
*********,OR 97060

Case Number:                      23647116
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 February 9, 2025, Ms. ********* purchased an upgrade for her mobile line ending in 3930, a ******* Galaxy Z Flip6, 512 GB, with a 24-month Device Payment Plan (DPP), and Xfinity Mobile Care (XMC). At the time, Xfinity Mobile offered eligible existing customers a discount off new ***** and ******* devices, provided through monthly device payment credits over 24 months, if specific requirements are met. If the line is canceled, voluntarily or involuntarily, any promotional credits associated with device payments are lost.

Comcast records confirm Ms.********* met the eligibility requirements and received the promotion as intended.

With Xfinity Mobile device purchases, customers receive a ******** warranty that begins on their retail purchase or shipment date. The warranty covers manufacturing defects, like an electrical or mechanical failure.Out-of-warranty issues include problems caused by third-party software,accidental damage, and customer abuse. However, some of these issues may be covered by ***, the warranty for defective devices as described above, is provided by the manufacturer and not directly by Xfinity Mobile. As such, the manufacturer would provide any repairs or replacements for defective devices.

********************** does not have term contracts for service and customers can cancel ********************** service at any time without penalty or associated fees. If a mobile device and line is disconnected but maintains Xfinity Internet, Xfinity Mobile offers customers the opportunity to continue to pay their DPP(s) each month, through the standard monthly scheduled automatic payments. These automatic payments will continue for the remainder of the **** unless payments are missed and unpaid.

On July 19, 2025, Ms. ********* purchased a Bring Your Own Device (BYOD) for a pre-owned ****** Pixel 4a.

On July 20, 2025, Ms. ********* voluntarily disconnected the Galaxy Z Flip6, and transferred the associated mobile number ending in 3930 to the ****** Pixel 4a. As a result, the promotional credits were forfeited.

On July 23, 2025, Ms.********* transferred her mobile line ending in 3930 to another mobile carrier.Subsequently, Ms. *********s Xfinity Mobiles account status was changed to inactive.

On July 25, 2025, Ms. *********s Xfinity Mobile bill was generated for services used between June 25 July 24, 2025. This bill includes prorated ************** plan charges, a line setup fee for the ****** Pixel 4a, a single device installment,prorated XMC charges for the Galaxy Z Flip6, and standard taxes and fees. This bill is scheduled for automatic payment on August 14, 2025.

Ms. *********s Xfinity Mobile bill scheduled for automatic payment on September 13, 2025, includes only a single DPP installment for the Galaxy Z Flip6.

On July 30, 2025, I called Ms. ********* and provided the above information. During this call, I reaffirmed our policies, explained that Xfinity Mobile does not provide loaner devices, and that the ********************** billing is accurate, therefore, a refund is not warranted. I ultimately referred Ms. ********* to ******* for any possible manufacturer defects that are not attributed to accidental damage. I provided Ms. ********* a contact number for *******. I apologized for any inconvenience 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 Mobile Regulatory Specialist
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.
Looking to update line online. When I select the phone and trade in it shows $4 per month + $30 but then when I check out and choose which line to update the price changes to $17 per month. It shouldnt be that confusing. The pricing should be consistent
Business Response
Date: 08/12/2025
August 12, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ******* ******

, MI 48307

File Number: 23647023
Date of Notice: July 24, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted by ******* ******.

On July 31, 2025, I spoke with ******* ****** regarding his order concern. I attempted to go through the order flow with ******* ****** to view the pricing together and was able to begin the order but the price I was able to see was not the price ******* ****** provided via the screenshots he provided. After further research I confirmed this is a self-service offer for customers placing the order themselves.

If for any reason the price is not the same once ******* ****** completes the purchase, I offered to issue a credit for the total amount of the promotion.

Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

****** *.
Xfinity Mobile Executive Resolutions
Customer Answer
Date: 08/13/2025
[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: 23647023

I am rejecting this response because we will mark this resolved when the credit is applied to the account

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.
Xfinity refuses to cancel my deceased fathers service.On 30 Jun I requested service be disconnected on 1 July 2025. Death Certificate was submitted.On 1 July all equipment was returned to the Xfinity location at *********, confirming the cancellation of service.On 12 July I received an email to resubmit the death certificate. It was resent around 17 July.On 23 July I received an email that the request was cancelled and the request would need to be resubmitted. This was done on 24 July.Only Comcast has failed to close my Dads accounts. All other companies completed the closure of my Dads accounts promptly. This incontrovertibly shows that Comcast lacks any empathy and is heartless.Upon reviewing his statements it was clear that a salesperson sold my Dad a plan that included home phone service, but he doesnt have a home phone. This cost my Dad hundreds of dollars. Comcast should refund the extra amount paid for home phone service. It was $30 a month. This was billed for an unknown number of months. But probably at least a year. So the refund requested is $360.
Business Response
Date: 08/06/2025
August 6, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       ***** ********
            ******************
            ****************, CO 80922

            Case Number:                      23646875
            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 29, 2025, I spoke with Mr. ***** ********, authorized user on the account in question, and confirmed the account was disconnected as requested on July 1, 2025. This resulted in a final balance being owed on the account.

During our conversation, I explained to Mr. ******** that his father visited the local Xfinity Store on February 8, 2024. Mr. ******** accepted and consented to a 12-month contractual offer for the **********. The 12-month contract was effective beginning on February 9, 2024, to February 9, 2025. The contract discount was effective from February 9, 2024, through February 17, 2025, at which time the retail rate applied. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.

Additional monthly services included Superfast Internet, Xfinity Voice Premium, Internet/Voice equipment rental, two TV Boxes, and Hulu w/ads. A three-product discount was applied monthly. A monthly self-service discount was also applied due to enrollment into both automatic payments and paperless billing. I offered to apply credit to the account to zero out the balance.

On July 31, 2025, another member of Mr. ********* family processed a payment to the account. On August 1, 2025, as a courtesy, I applied a credit to zero out the balance on the account. This caused a credit balance refund to reflect on the account.

On August 4, 2025, the payment that processed to the account on July 31, 2025, was refunded back to the credit card. I explained to Mr. ******** that the payment was refunded back to the credit card and to allow 3 to 5 business days for processing. I apologized for any inconvenience experienced 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: 08/06/2025
[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: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 reporting Xfinity for deceptive billing practices and breach of verbal agreement. I was overcharged for mobile services that were contractually included in my bundle, and Ive been misled for over a month by their agents regarding refund status and timelines. Ive been promised a full refund to my payment card, but have yet to receive anything. Ive been told my refund is different amounts, Ive been told I was credit different amounts on different days, and overall was told a whole lot of misinformation. Ive been hung up on, disrespected and not heard by the customer service representatives that are supposed to help. I repeatedly requested a supervisor and was never connected, instead the agent decided to keep going back and forth, putting me on hold to talk to the supervisor for me, no surprise that she didnt understand ANYTHING I was explaining. After a long month+ of going back and forth, I was finally promised my refund to my payment card. THEY CREDITED MY ACCOUNT INSTEAD. So not only are they deceptive, theyre causing inconvenience after inconvenience, requiring me to Go Out Of My Way to chase my money down. This is not how a legitimate business should operate. This is now a case of consumer fraud and intentional delay, and I am demanding my full refund plus financial compensation.
Business Response
Date: 08/12/2025
August 12, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       ****** *******

            TX 77043

              Case Number:                    23646844
              Date of Notice:             July 24, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted by ****** *******.

On April 22, 2025, ****** ******* purchased Xfinity Mobile service for a customer-owned iPhone 13 Pro Max (line ending 7079). At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.

****** ******* satisfied the promotional requirements and is currently receiving the promotion as intended.

On April 28, 2025, ****** ******* purchased Xfinity Mobile service for a customer-owned iPhone 13 Pro Max (line ending in 9546) and an iPhone 13,which was never activated. These two lines were not eligible for the unlimited data promotion. Only one line is eligible for the promotion per the promotional terms and conditions. A second line, if activated, would not qualify for the same benefit. Therefore, the system correctly applied the unlimited data feature to the first eligible line, and no billing errors occurred.

On June 18, 2025, the iPhone 13 line was voluntarily deactivated.

Upon review of the billing history, it was confirmed that the line associated with the iPhone 13 was billed on two statements, dated May 22, 2025, and June 22, 2025. Two refunds were issued on June 18, 2025. In addition, a courtesy credit was applied to the July 22, 2025 statement. All applicable charges related to the iPhone 13 line have already been refunded or credited; no additional refunds are due at this time.

On July 24, 2025, an Xfinity Mobile Executive Resolution Specialist spoke to ****** ******* and explained the above information. ****** ******* was also advised that his current billing accurately reflects his plan and promotional benefits. Should you have any questions, please feel free to contact me.

Sincerely,

*******. C
Xfinity Mobile Executive Resolution
********************************
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.
Our comcast line came lose on Monday July 21st. We called in the morning and reported it. The line then snapped and we lost internet around noon and called again. They said they would be here Tuesday between 6 am and 6 pm. They never showed, never called. I called them and they said "another job came up" and they would be here 8-9 pm. They still never showed and never called. I reached out again and they said they would be there in 50 minutes. Again, never called and never showed. I reached out Wednesday and they said they would be there between noon and 5. They again no showed and no call. I reached out and requested a manager. They said the manager would call me in two hours. They never called.I am now going on 2 days of missed appointments. I work remotely and am missing work and extremely frustrated that I am being lied to over and over and still no resolution.
Business Response
Date: 08/04/2025

August 4, 2025

BBB of ******************* & ********************
*****************************************************************************
*********************

Re:       ******* *******

, NH 03032

                Case Number:                      23646834
            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 Ms.******* ******** an authorized user on the account, regarding ********************** service.

On July 24, 2025, I spoke with Ms. ******* regarding the service related concerns. Our records indicate on July 25, 2025, a technician replaced Ms. ******** downed drop, restoring service. A tap upgrade request was referred to Maintenance and completed on July 25, 2025. My attempts to reach Mr. ******* following the appointment, were unsuccessful. All signal levels are within required specification.

A service adjustment credit for loss of service between July 21, 2025 and July 25, 2025 was applied to the account on July 30, 2025, and will appear on the August 25, 202, bill 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,

*****
Executive Response Team
Initial Complaint
Date:07/24/2025
Type:Sales and Advertising 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.
For the last year I have had some issues with the cameras provided by xfinity that I pay monthly for service. I have had a previous resolution via bbb. Last month I called and we trouble shooted - they said they would send out a tech AGAIN for the third time in a year. The tech did not fix anything was here for 5 minutes and tried to sell us new cameras for $300. We canceled the order and called for a real tech to come out and noone has come. We need a working camera as promised, to boot they charged us $100 for the tech to come who did nothong - when I called they said the charge was being removed but a month later it is still on the bill !!!! This company has gotten really really bad for customer service and it is a shame because it is forcing people to find other options . I want my cameras fixed - the $100 off my bill and a bill credit for the months my services havent worked
Business Response
Date: 08/12/2025

August 12, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ***** ******
***************************************************************************;
**********************

Case Number:23646752
Date of Notice: July 24, 2025

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the H33373**635**3**13639H by ***** ****** regarding H313131393**030**3137H Home service.

On July 31, 2025, Ms. ****** returned my call regarding H313131393**030**3137H ************** Ms. ****** expressed she was experiencing troubles with her H313131393**030**3137H Home Cameras. She advised after multiple failed troubleshooting steps, a technician visit was scheduled, which led to a charge. On June 29, 2025, a representative scheduled a service call for July 7, 2025. On July 7, 2025, the technician completed the service call, which led to the charge. The technician explained he is not able to replace the Camera due to being out of warranty. On July 31, 2025, I advised Ms. ****** I applied a credit for the service call fee. On July 31, 2025, I also provided Ms. ****** with customer education regarding ********************** Cameras. I explained H313131393**030**3137H Cameras come with a 12-month hardware warranty and cannot be replaced at no cost thereafter. On July 31, 2025, Ms. ****** expressed that she understood, and all her concerns were addressed. On July 31, 2025, I advised Ms. ****** the credit will reflect on billing date August 17, 2025.

Please be advised that the billing on this account is accurate. 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 at ********************************.

Sincerely,

****** *.
H313131393**030**3137H Home
SR Lead Tech

H313131393**030**3137H Home Licenses: AK: ******; AL: ******, ****** Complaints may be directed to the ********************************* of Licensure,
********************************************************************************************, **************; AR: ****** Regulated by the Department of Arkansas State Police, ******************************************************, **************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the *********************************************, ******************************, 2420 Del
******************************************, ***********************; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS 11-
123; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190, LVU406354; IA: C*****2, AS
2276; ID: ******; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-
SS1128; ME: LM50017039; MI: **********; MN: TS674412; *** ********; MT: PSP-ELS-LIC-*****; NC: 2335-CSA, **************************************************, ***************; **: Burglar and Fire Alarm H**31393**830373233**H Lic. # **BF00047700; NM:
373379; NV: *******; **: licensed by the ***************** of State ***********; **: LIC# **-89-1732; OK: AC440704; OR: CCB
192945; RI: 1398; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******, *****, B16922, B02571 Licensed by the
********************************************************, P.O. **************************, **************; UT: ***********; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **************: ECS ******, BBL ************; WV: WV049211; WY: LV-G-*****. Valid 3/1/24.
Customer Answer
Date: 08/13/2025
[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: 23646752

I am rejecting this response because:
Everything above and mentioned is correct and we are all fixed except they charge us a $100for the repair visit which they said they wouldnt thats the only disrcrency - the tech said we would have to get a credit from her but he had to charge to move forward with the repairs

***** was a great tech

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.
I was eligible for a free cell phone line for a year, talked to *** in store and on phone, but said free line, no activation fee, from when signed up for a year. Saw my first bill, 40 bucks with activation fee, called over and over again and everyone said they would refund back to my card cause I shouldn't pay anything. Still not taken care of, 9th two later says oh no, your contact actually goes until July of next year so it's like 14 months cause it takes a few months for the credits to appear. Hmm nope that's not what I was told otherwise I wouldn't have signed up. That's poor customer service, so glad that I didn't bring over my other 3 lines. I need to be refunded to my card ASAP for the 2 months that I already paid for and make sure no charges on my account, except for tax, until may of next year, which would be my free 1 year of service. Please call at ************ after 4 pm to discuss this. I left xfinity mobile several years ago due to billing issues and now it happened again.
Customer Answer
Date: 08/07/2025
As of 8/05/25, I was refunded one month charge as well as the activation fee. But I'm still being told that I'll have another month of charges until my monthly fee is zero, and then the next 12 months is free. I was told from day 1 that I would only pay taxes and no monthly line of service. I did my research and talked to several people before joining because I was burnt by xfinity mobile in the past as well as internet. It is a 12 month promo, not 14. I'm still looking for the 40 bucks that 1 was charged last month as well as the 40 that I'm being charged this month. All should be credited to my credit card that was used.
Business Response
Date: 08/15/2025
August 15, 2025

BBB of ******************* &********************
****************************************************************************************
**********************

Re:       ***** ********
*********************
            *********, ** 17579

Case Number:                      23646668
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 ***** ******** regarding Xfinity Mobile service.

On May 15, 2025, ***** ******** purchased a Bring Your Own Device (BYOD) line for their pre-owned ******* Galaxy S8, with an ************** plan. At that time, Xfinity Mobile offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve month. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.

***** ******** satisfied the promotional requirements, but the promotion did not reflect on the account,as it can take one to two billing cycles to be applied.

On June 21, 2025, ***** Martinezs Xfinity Mobile bill was generated for mobile services used from May 21, 2025 June 20, 2025. This bill includes a one-time line setup fee, the ************** plan charges, and standard taxes and fees. The automatic payment was scheduled for July 11, 2025.

On June 22, 2025, ***** ******** called Xfinity Mobile customer service to report the promotion not being reflected on the account, and disputed the line setup fee. Our Comcast records cant substantiate ***** Martinezs claim that a promise was made previously to waive the one-time line setup fee. However, the assisting Xfinity Mobile representative promised to apply the promotion and waive the line setup fee and the ************** plan charges. Regrettably, a credit was not processed, and the promotion was not yet reflected on the account billing during this time.

On July 11, 2025, the automatic payment was made.

On July 22, 2025, ***** ******** called Xfinity Mobile customer service to report never receiving the promotion or credit as promised. The call was escalated to a supervisor, who explained to ***** ******** that the promotion can take one to two billing statements to be applied and that a refund is not warranted. During this interaction, expectations were set with ***** ******** that their current Xfinity Mobile billing statement from July 21 August 20, 2025, which is scheduled for automatic payment on September 10, 2025, reflects the first month's promotional credit.

On July 29, 2025, I called and spoke to ***** ********, provided the above information, and I reaffirmed that the promotional credit reflects on their current billing statement, July 21 August 20, 2025. Considering ***** Martinezs tenure as a Comcast/Xfinity customer, as a courtesy, I processed a partial refund for the automatic payment made on July 11, 2025, to honor our previous commitment to waive the line setup fee and ************** plan charges detailed above. Additionally,I provided a billing adjustment credit to the immediate account balance to offset the refunded amount. I explained to ***** ******** that refunds can take three to five business days to be received.

On August 4, 2025, ***** ******** confirmed receipt of the refund processed on July 29, 2025.

On August 9, 2025, ***** Martinezs automatic payment was processed for mobile services used between June 21 July 20, 2025, which included the ************** plan charges.

On August 12, 2025, a second courtesy refund for the ************** plan charges on the Xfinity Mobile billing statement from June 21 July 20, 2025, was processed. I sent ***** ******** an email confirmation and reminded them that refunds can take three to five business days to receive.

We will continue to work with ***** ******** to confirm receipt of the second refund.

Should you have any questions, please feel free to contact me at ********************************.

Sincerely,

****** F
Xfinity Mobile Regulatory Specialist
Customer Answer
Date: 08/21/2025
I was waiting to hear back from xfinity mobile on my resolution request. As of today, they have been credited to my account so we are good at this point. Just hoping they continue to charge me correctly for only taxes and no phone plan.
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.
Today I got an email from Xfinity regarding my payment just received, and a request to take back my equipment or I will be charged for it. I logged into my account and none of the boxes they offered was a reason to return my equipment as I have not canceled my service, and I'm fully paid up as always to date. Later today approximately 7:00 p.m. I have no internet, and no warning that it would be shut off. I spent about an hour tonight chatting with Xfinity agents in ***** who could not help me. I have Internet essentials for ********** people and this is the second complaint against Xfinity for terrible customer service. People depend on the ******************** for **********************, banking etc and it should be illegal to shut off internet service with no warning. Especially since I have never been late in payments, nor canceled my service. I did recently move, had a friend help me change service address, I thought and my Wi-Fi equipment worked in my new home until tonight when it was shut off without notice my Xfinity. I would like $100 credit on my account for what they did to me.
Business Response
Date: 08/08/2025

August 8, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:       **** ****
            148 Circulo Todos
**********************

              Case Number:                    23646418
            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 Mr. **** about a service-related concern. He declined to verify his account, stating he was back online and no longer needed my assistance. Upon reviewing the complaint, it was determined there was an error in handling Mr. ****'s transfer service request, which led to the following Timeline of Events: On June *******: A disconnection of service for Mr. ***** account was incorrectly initiated, with a completion date of July 16, 2025, and a billing stop date of July 6, 2025. This was erroneously entered instead of a service transfer.

On July 16, 2025, Mr. ****'s service was disconnected due to the mistaken "voluntary disconnection" entry, and his services stopped working.

On July 23, 2025, Mr. **** received a notification via text message regarding the voluntary disconnect and a request to return the equipment within 30 days.

On July 24, 2025, Mr. **** contacted customer service. A representative correctly scheduled a transfer of services,which was completed the same day. The modem was properly transferred from the old account and added to the new account, successfully restoring service at the new location. The initial mistake of entering a disconnection instead of a transfer caused Mr. **** to lose service unnecessarily for eight days July *****, 2025. An apology has been extended for any inconveniences and overall experience 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:07/23/2025
Type:Billing 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.
Business Name: Comcast / Xfinity Location: Use Comcasts billing office for ***** Complaint Type: Billing Issues Customer Since: February 4, 2012 Service Canceled: May 2025 ?Complaint:I am filing a complaint against Comcast/Xfinity for continuing to pursue a $225 early termination fee that was wrongly applied and already reversed by my bank after a formal dispute.I was a customer with ******************** for over 12 years, from February 4, 2012, to May 2025. In 2024, I explicitly requested a non-contract service plan to avoid any termination penalties. Upon canceling in 2025, I confirmed with an agent that no *** would apply.Despite that, I was charged $225. I contacted Comcast support, and agents acknowledged the mistake. Tickets ECM393303785 and ECM0014796598 were opened. I was told a refund and a $50 apology credit were issued, but neither appeared. I escalated the issue through my bank, and the charge was formally reversed in my *********, Comcast continues to mail invoices with late fee threats, despite acknowledging the error and the successful dispute. I fear they may pursue collections or report to credit bureaus for a charge that should never have existed.?Resolution Requested:Permanently remove the $225 charge Stop all collections or billing attempts Confirm that my account is closed in good standing Assure that no negative credit reporting will be made I have the chat transcripts that I can share where I was promised the refund and additional compensation.
Customer Answer
Date: 07/24/2025
The business responded to my email and resolved the issue. I would like to withdraw this complaint. Thanks
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 30, 2025, a Comcast/Xfinity ground crew came onto my property to run a cable from the utility box located at the corner of my lot to a neighboring residence. This work was done without any prior notice, and the crew assured me that I "would never know they were there" once the job was completed.Unfortunately, that has not been the case. The crew dug up a portion of my front lawn, and since then, the area has not recovered. I now have bare patches and dead grass throughout my yard.I filed my first complaint on July 8, and was told someone would contact me to discuss reseeding or repairing the damage. I received no follow-up. I called again on July 16 and filed a second complaint, this time receiving a reference number: ECM0015052005. I was again told that someone would reach out and that the issue would be resolved by July 23. As of today, I have received no communication, and no repairs have been made.I am requesting immediate attention to this matter. I would appreciate a clear timeline for when the damage to my property will be addressed.Thank you for your time and assistance.Sincerely,*** ******
Customer Answer
Date: 08/02/2025
hello my issue has not been resolved please see email recently sent to Comcast/ Xfinity
Hi *******,
As your call records should reflect, we spoke on July 25th regarding the email below. Please note that this was the third time Ive spoken with someone from Comcast/Xfinity about my complaint concerning the damage to my lawn in *******, MD. A work crew dug up my yard to install underground cable for a neighboring property, and despite multiple assurances, the lawn has yet to be repaired.
I was told during each of the three calls that someone would be sent out to fix the damage, but no action has been taken. Im extremely frustrated by the lack of follow-through, poor execution, and absence of customer service. I do not want to wait until next year for this to be resolved.
Is this truly the Comcast way?
If this issue is not addressed promptly, I will continue to escalate it, including filing a formal complaint with the Better Business Bureau.
Sincerely,

*** ******
*******************
belair md 21014
Business Response
Date: 08/12/2025
August 12, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:*** ******
*******************
*****************

Case Number:23645713
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 *** ******.

On July 25, 2025, I spoke with Mr. ****** and referred his lawn damage concerns to Comcasts Technical Operations Team and Comcasts underground business partners.

On August 2, 2025, Comcasts business partners made repairs by laying topsoil and grass seed. On August 3, 2025, Mr. ****** contacted me via email to advise that the work was completed.

I apologize for any inconvenience that may have been experienced 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: 08/20/2025
Hello Thank you, issue has been resolved

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