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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

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  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

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  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

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:07/23/2025

  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 cancelled my service in May of 2025 and Xfinity continues to bill me - billed June and July of 2025. I received an email indicating my cancellation date. However, I continue to be billed. I don't want to speak with any one at that company, and I have exhausted all efforts to electronically inform them that they are still billing me. I have unenrolled in automatic payments and I'm retired. I can't continue to pay for stuff that I'm not receiving. Cancelation details Last day of service:2025-05-14T00:00:00.0000000Z Services being disconnected:XFINITY TV, Internet, and ************** address:

  Business Response

  Date: 08/06/2025

  
  August 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** **** ********
              ***********************************
              **************** VA 22039
  
                  Case Number:      23645637
                  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 ****** **** ********.
  
  I made several attempts to contact *********** via telephone and email; however, my attempts were unsuccessful. *********** ********** to the Select+ More triple play including cable, internet,and telephone service, since March 28, 2022. Our records show on May 14, 2025,a service disconnection was entered with an end billing date of May 16, 2025,and a scheduled completion date of June 26, 2025. On June 25, 2025, the pending disconnection order was canceled for lack of documentation. As we are unable to contact Ms. ********* no changes have been made to the account at this time. Pending further customer contact, Ms. ********* credit request is respectfully ********* order to resolve this matter, contact with Ms. ******** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter.  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Response Team

• Initial Complaint

  Date:07/23/2025

  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.

  On 7/23 I received a message that my discount was going to be canceled I returned the call & the agent was awfully rude I asked what the message was about because when the discount I currently have was added i was told for 12 months not 6 months he then says do you want the bad news or good news 1st I said sir ** at work & dont have time for games he then tells me the discount is about to expire in August I explained I was told 12 months not 6 months while ** talking he says will you let me talk I say excuse me he says will you let me talk I have other discounts I can offer you but you wont let me talk you called me I didnt call you ** at work too trying to do my job I hung up!! This is one of the reasons I dont call customer service outsourced individuals who think they can talk to customers any kind of way with no consequences because they do it all the time please have someone contact me at *********** regarding my account (use the address to get the account number) that speaks clear English is in the *** ???? & definitely not rude as heck. Please & thank you !!!

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
     
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
    Re: Tissierra *******
  ******************************************************************************************
  
  File Number:23645489
  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 Tissierra *******.  
  
  Regarding the discount concern, *************************** investigated Tissierra Jacksons concerns and determined that the interactions were not part of a scam perpetuated by an unknown third-party.
  
  On July 28, 2025, a Comcast *************************** technician called Tissierra ******* and explained the above information.  
  
  Regarding the promotion concern, the account is currently subscribed to at 12-month contractual promotion for Connect More Internet and a wireless gateway at a discounted rate. The promotions are effective February 7, 2025 to February 12, 2026, at which time regular rates will apply. Taxes and fees are not included in the promotion price and are subject to change.
  
  Should you have any questions, please feel free to contact us at **************.                        
  
  Sincerely, 
  
  
  Comcast ***************************
  
  

• Initial Complaint

  Date:07/23/2025

  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.

  Service from our cable company has not been working. There have been several calls put in to fix our television cable service. People have come to the house twice and we've tried troubleshooting over the phone many times. This problem has been going on over one month. Each time we reach out, we need to be home to troubleshoot. The times people come to the house, they give us a two hour window to arrive. This is wasting many days. We have a third visit scheduled tomorrow. In the meantime, we are up to date on our bill to the company which is over $380.00 per month.

  Business Response

  Date: 08/08/2025

  
  August 8, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:****** ******
  *****************************************************************************
  
  Case Number:23645153
  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 24, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the intermittent service issue by replacing the cable tv boxes (cpe) in *** ******* home. On July 30, 2025, I spoke with *** ****** and verified that services are working correctly.
  
  Our records show *** ****** has had multiple home service visits to address intermittent service issues in the past. Records show that previous service visits for *** ****** were on July 17, 2025, and on July 20, 2025. On July 30, 2025, I applied a credit for the service issues and *** ******* inconvenience. This credit will be reflected on the August 14, 2025, billing 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 Customer Relations

• Initial Complaint

  Date:07/23/2025

  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 called Comcast Xfinity because my Router keeps dropping my internet connection. I called Comcast and found out that my two-year contract is going to expire in September 2025, and my payment is going up to $164 and cent a month. Is there an issue here? My internet keeps dropping, while my Xfinity bill will go up. It is all planned. Getting an agent on the phone is difficult; it is all AI talking. Xianity quoted me over 30 dollars over what I am paying now. I called the second time, and the price was more or less internet speed.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ********
  ****************************
  *********, ********** 08068
  
  Case Number:23645030
  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 Mr. ****** ******** regarding Xfinity service.
  
  On July 24, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective modem. On July 29, 2025, I spoke with Mr. ******** and verified that services are working correctly. A leased modem is included with his service. 
  
  During our conversation, I confirmed with Mr. ******** that he had accepted and consented to a 12-month promotional offer for 500 Mbps internet service on July 23, 2025. The promotional offer is effective beginning on July 23, 2025 and will expire on August 11, 2026, at which time the standard monthly rate will apply. Additional monthly services include *********** A 2-product discount and an automatic payment and paperless discount are applied monthly. Taxes and fees are not included in the package price. We obtained Mr. ******** consent for this package via text message on July 23, 2025. 
  
  On August 1, 2025, I spoke with Mr. ******** because he needed assistance with his internet service. I explained to Mr. ******** that there are many variables that determine the speeds that devices will receive. I sent an email that included a link to the expected wireless device speed chart that will show him the expected speed of each of his devices. I further explained to Mr. ******** that devices that are connected directly to the modem with an Ethernet cable will receive the highest internet speed. 
  
  On August 1, 2025 I applied a credit to Mr. ******** account for the service issues. This credit will reflect on the August 7, 2025, billing statement. I forwarded Mr. ******** concerns about the automated system to the call routing management team for review. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************). 
  
  Sincerely,
  
  
  ******* *.
  Xfinity Executive Customer Relations
  
  

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried today to get in touch with Comcast/Xfinity using the online chat. However, the Xfinity "assistant " will not allow me to speak with a representative. I am interested in seeing what the best deal Xfinity can provide me for my internet service. ************ is now in our area and offering some good promotions

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** ********
  *******************
  ********************
  
  Case Number:23644436
  Date of Notice:August 1, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ********, an authorized person on ******* ****** account, regarding ********************** service.
  
  On August 8, 2025, I spoke with Mr. ******** and confirmed he is currently subscribed to a 12-month promotion for the Gigabit Extra Internet with account ending in 6635. The monthly rate for the first year is effective December 9, 2024 through December 27, 2025. At the conclusion of the promotion, standard retail rates will apply. Additional services, equipment, or applicable taxes, and fees are not included in the promotion price and are subject to change. No changes on this account was made at the time.
  
  However, regarding Mr. ********* account ending in 7811, he upgraded from Connect Internet and subscribed to Connect More 300 Mbps Internet on August 8, 2025 at the current retail rate. As the account is subscribed to Xfinity Voice as well, the account will now include a monthly two-product discount, which will remain effective as long as the same level of service is maintained.
  
  The account will receive a monthly discount if the customer enrolls in Automatic Payments and Paperless Billing using your bank account. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. Once enrolled, if the customer ceases to be enrolled in both Paperless Billing and Automatic Payments, change your automatic payment method to a credit or debit card, or change your services to ********* Select or Limited Basic only, you will no longer receive this discount. Services provided by your community, if applicable, or tier upgrades to services provided by your community, are not eligible for this discount.
  
  The package price does not include any additional services, equipment rentals, or applicable taxes and fees. The account change will reflect on the August 26, 2025 billing 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 Customer Relations
   
  
  

• Initial Complaint

  Date:07/23/2025

  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.

  Upon cancellation of service, company requires consumer to return equipment. Company requires consumer to use website ******************************************************** to process a shipping label, however consumer info is rejected so a return label cannot be processed which leads to unreturned equipment fees. I suspect the website is purposefully set up to make it difficult or impossible to verify account info to generate a return shipping label, which allows the company to continue charging on "unreturned equipment". It is scam-like.

  Business Response

  Date: 08/06/2025

  August 6,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ********
  
              ,PA 15801
  
                Case Number:                    23643731
                Date of Notice:             July 23,2025
  
  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. Our records indicate that on June 10, 2025, an order was created to disconnect the account, the order was completed on the same day. On July *******, an unreturned equipment fee was applied to the account for the lease modem. On July 10, 2025, the billing statement was generated, it included the unreturned equipment fee. On July 25, 2025, the modem was removed from the account and the unreturned equipment fee was reversed. It will reflect on the August 10, 2025, billing statement. There are no outages with the ************************** website, the website is working as intended. 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:07/23/2025

  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.

  On July 3rd, I contacted Xfinity to discuss an issue I was having with them regarding increased billing. I signed on to a new contract at $187/month. I validated with the representative that I will be getting the exact same plan with channels and internet (internet speeds went from 1200 to 1000) but I was aware of this. They assured me in writing (which I have) that there will be no changes.1) Now that I installed my new equipment I am not receiving any of my previous sports channels that I had. I was baited and switched and then not receiving the same channels which I validated multiple times.2) My billing is currently incorrect. I have received no credit for these changes and they are still charging me $280/month and when I try to contact Xfinity, I am unable to speak to someone on the phone. After jumping through hoops for ***** minutes I finally am able to get someone on chat only. Every time I ask questions that representative "disconnects" and then a new representative comes on and then has to re-read the entire conversation OR makes me explain it again. Last week this happened 5 times in the same night and I spent 2 hours chatting and no one wanted to help.3) I was offered an $80 credit as I was paying for Peacock and I shouldn't have been. I spoke with a supervisor on chat who gave me a reference number (*************) for this credit and said I will see it in 24 hours. I still have yet to receive this credit and when I have asked the new representative about it they say they can't do anything.4) On the last representative I spoke with they offered me a $50 credit due to the inconvenience. I also have this in writing and that hasn't come through.I am continually lied to, continually run through the ringer, and no one will call me or talk to me and I just keep getting offered things that don't exist and the lies just continue with this company.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:*** ******
  IL 60560
  
  Case Number:23643286
  Date of Notice:July 23, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******.
  
  Regarding *** Cladiss video package, on July 21, 2025, *** ****** changed his plan from the *********** package, which includes over 175 channels and the Gigabit Extra internet plan (1200 Mbps), to the Sports and ******* package, which offers over 75 channels, while keeping the Gigabit Extra internet service. Please note that several sports channels are exclusive to the *********** package. 
   
  To add back the missing channels, ***, ***, ***, and CHSN, *** ****** would need to upgrade to the *********** package, which would increase *** Cladiss monthly bill. Upon receipt of this complaint, I explained this information to *** ******. I offered two free TV boxes for a 12-month period. *** ****** accepted this offer.
  
  Regarding Peacock, on July 28, 2025, an adjustment was applied to the account. This credit is expected to appear on the billing statement dated August 5, 2025. During my conversation with *** ******, I agreed to apply an additional credit to the account. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Astashia K.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/23/2025

  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.

  Comcast promised a refund I never got was told I would have 40 internet service was chargrd ****** 0n May 27 and and June 25. Can not find any one to HELP .

  Business Response

  Date: 07/31/2025

  July 31, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ********
              ******************
              , AR 72118
  
              Case Number:                    23643051
              Date of Notice:             July 23, 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 ***** ******** is currently subscribed to a five-year promotion Connect Internet. The promotional rate is effective from June 4, 2025 and will expire on July ******. The package receives a monthly self-service discount with enrollment in paperless billing and 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 package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change.Additionally, the account reflects a free five-year promotion for xFi Complete (which includes the xFi Complete Gateway and *************** effective from June 4, 2025, to June 2, 2030. Once the promotions expire, the retail rates will apply. The change of service and prorated billing adjustment is reflected on the July 1, 2025, billing statement.
  
  On June 23, 2025, an automatic payment was received for the balance reflected on the June 1, 2025,billing statement. The payment was processed before the prorated billing adjustments were finalized and reflected on the account. The payment and prorated billing adjustment caused the July 1, 2025, billing statement to reflect a credit balance, and an additional payment is not due for the July 3, 2025, to August 2, 2025, service charges. The account was billed correctly for the service. A credit and/or refund has been respectfully denied.
  
  On July 25, 2025, I spoke with ***** ******** 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  **************
  

• Initial Complaint

  Date:07/23/2025

  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.

  My monthly internet bill increased from $55.25 to $84.62 and there is no way to contact an actual human being at Xfinity/Comcast. You can only talk to an AI chat bot who can't tell me why my bill increased so much or dispute it. It's ridiculous there is no human support by phone, online or in the app!

  Business Response

  Date: 08/27/2025

  
  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ********
  FL 32258
  
                  Case Number:                      23642667
              Date of Notice:             August 20, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ****** ******** regarding Xfinity service.
  
  On August 25, 2025, I spoke with Ms. ******** regarding a billing concern. Comcast records indicate that Ms. ******** subscribed to 12-month promotions for the Fast Internet and xFi Complete that were effective from June 10, 2024, and ended on July 3, 2025. The account receives a self-service discount due to enrollment in automatic payment and paperless billing.
  
  The billing statement dated July 1, 2025, generated and reflected the ending of the promotions that transitioned to retail rates. On July 1, 2025, a 12-month loyalty discount was applied to Ms. ********* account and is effective from June 30, 2025, through June 29, 2026. A courtesy credit was applied to Ms. ********* account on July 23, 2025, which was reflected on the billing statement dated August 1, 2025.
  
  Further review indicates that Ms. ******** unenrolled her account from paperless billing which was reflected on the billing statement dated August 1, 2025. Ms. ******** will need to re-enroll her account in paperless billing to receive the self-service discount.There is no record of Ms. ******** being advised additional credit would be applied to her account.
  
  I confirmed that the account is being billed correctly for the subscribed services. No changes were made to Ms. ********* 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,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/23/2025

  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.

  I talked to Xfinity on Sunday, 7/20/2025 via the chat. I let them know that i couldnt pay the bill on 7/21 because my direct deposit wouldnt be in my account until 7/23. The agent promised me that my service would not be interrupted and he had changed the date to 7/23. I even received an email as confirmation. I work from home and on yesterday, 7/22, my services were turned off and they said i broke a promise to pay when in fact i didnt break a promise to pay, i called ahead of time and let an agent know and he promised to keep my service active. They kept telling me that the agent gave me the wrong info..hey that isnt my fault! I am a customer with no access to their system. they refused to turn my service on which could have resulted in me losing my job. I had to borrow the money from somebody to pay even tho o let them know ahead of time that i would be paying once i got my money a few hours later. How disgusting to treat loyal customers that way. they need to do something to fix this and have better customer service

  Business Response

  Date: 08/08/2025

  August 8,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
  
              ,TX 773988
  
                Case Number:                    23641942
              Date of Notice:             July 23, 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 ***** ******, a review was completed on the account. Our records indicate a chat session from July 19, 2025,from an Xfinity agent who confirms the scheduled payment that was originally scheduled for July 21, 2025, was moved to July 23, 2025, according to the customers request.
  
  Due to an error, our records show the services were interrupted on July 22, 2025. Our records confirm that on July 23, 2025, the services were interrupted. Our records confirmed on July 23, 2025,that the payment was made for the past due amount.  Scheduled payments alone don't act as a payment arrangement and therefore don't suspend any collections, pay-per-view (PPV), and/or upgrade holds, soft disconnect, or hard disconnect activity.
  
  Our records show a reactivation fee posted to the account on July 23, 2025, from the services being interrupted on July *******. Our records show on July 25, 2025, a reactivation fee was posted to the account from an interruption of services on July 23, 2025.
  
  On August 01, 2025, credit was issued to the account. This credit will generate on the August 01, 2025, billing statement. 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,
  
  
  ***** *.
  Comcast Executive Customer Relations
  
  

  Customer Answer

  Date: 08/14/2025

  [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: 23641942
  
  I am rejecting this response because: I dont work for Comcast, yall did the same thing this month as well. Stop allowing your employees to make promises that the services wont be interrupted and STILL interrupting them. I honestly dont think that is right and the fact that yall did it AGAIN this month, shows you dont care. Terrible customer service.
  
  
  Regards,
  
  ***** ******