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.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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: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,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• 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.

  I decided to change phone carriers in June 2025 due to my husbands passing. I needed to find a less expensive option. I went with Xfinity. The iPhone 16 they sent was defective. I asked for a replacement. After going around with them for several hours on the phone to send me a new phone prior to sending my phone back, they finally agreed. I got the new phone and promptly sent back the old phone. I was unable to set up the eSIM on the second phone, which prompted a store visit. After fixing that, I recieved a phone call saying that I had to send my phone back or pay $799. I was told I got the wrong phone and my new one was refurbished. Another trip to the store for them to tell me it was a fraud call. But, the caller knew which plan I had, my phone type and address. When my defective phone was received by X, they cut off my phone number. I called again. They told me to redo the eSIM card. They had no idea why my phone wasnt working. That didnt work and another trip to the store in ********** VA. After dealing with a sales associate, who was stoned and had me there with the same screen on his computer for over 30 minutes, I requested a manager, who also didnt want to help. The manager finally had tier 3 fix the issue. This is how we found they disconnected my phone number when the first phone was received. Last night, after a few weeks, I got another email, saying they my phone number would again be disconnected. Another trip to the store. Same sales associate, who again was stoned. He deleted the email. He told me he couldnt see anything after looking at all the same things that I did. Then, after having him call Xfinity customer service to verify, he asked another customer if he could help them. I walked out of the store. You have the worst customer service. Ive spent 20 hours on the phone and in the store to get my issues resolved. Im not even sure if they are corrected now. After all this, I would like compensation of this iPhone at no charge to me.

  Business Response

  Date: 08/29/2025

  
  August 29, 2025                                   
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:       ***** ******
              *********************
              **********, ** *****
  
  File Number:             23641917
  Date of Notice:             July 23, 2025   
  
  To the Better Business Bureau: 
  
  This letter responds to the above-referenced complaint submitted by ***** ******. 
  
  We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We have reached out to ***** ****** directly and discussed their concerns.  
  
  ***** ****** has been provided with direct contact information should there be any further questions or concerns.  
  
  Sincerely,
  
  
  ******* *.
  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.

  I am being charged for mobile service I did not request. The Xfinity agent attempted to cancel the mobile service two weeks ago. The charge is an auto-pay monthly charge I can not cancel. Their argument is that they are cheaper. I already have T-Mobile service which I owe device payments. I never wanted Xfinity Mobile service. I don't understand why I am being charged for service I never activated. I never used the Xfinity Mobile Service and now I am being charged monthly for service I don't use.

  Business Response

  Date: 08/06/2025

  August 6, 2025
   
  
  Better Business Bureau
  ****************************************************************************************
  
  Re:**** Hassel 
  *******************************************************************************;
  *********************
  
  Case Number:23641681
  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.
  
  I made several attempts to contact Mr. ****** via telephone and email. Although I was unable to reach Mr. ******* a review was completed on account. Based on account notations, on June 5, 2025, Mr. ****** had issues activating the Xfinity Mobile service due to his mobile device being locked. ********************** billing begins seven days after the date your devices ship, even if your devices are not yet activated for use. There's a one-time $25 line setup fee for every new phone or tablet line. I confirmed that the Xfinity mobile account was disconnected as of July 3, 2025.
  
  After researching the account, I confirmed that Mr. ****** requested a refund due to no usage and never activating Xfinity Mobile services. On August 6, 2025, as a courtesy due to no usage, I applied a credit to the account for the June 3, 2025 - July 2, 2025 invoice. Mr. ****** should receive a refund for the credit balance within 7-10 business days. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******* *. 
  Xfinity Mobile Executive Resolutions 
  
  

  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:07/23/2025

  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.

  We have had multiple issues with Xfinity since moving in to ******************************************************************** one year ago. We were told at the store to stop lag and streaming needed to upgrade so we upgraded our internet and paid more. They have been out multiple times. Most times 3rd party people who have been useless. They change boxes multiple times. They came out recently again first guy was useless. Sent a second guy who blamed our battery backup and charged us over 100 dollars for the call. We have a computer company for over 20 years in *******. This battery backup has been on the system for a whole year and never caused a problem. Its the inferior equipment they use and the lines they have coming in to the house. They dont even go in the ceiling any more so they have no clue what is going on in the house. We should not have to pay for an ongoing issue that they have with their original installations and equipment. We want a credit for months of service not working the way it should and a FULL credit for service call plus compensation for time taken off from work to be here for service person.

  Business Response

  Date: 08/04/2025

  
  August 4, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       *** *******
              , FL 33426
  
                  Case Number:                      23641575
              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 an appointment was previously completed on May 30, 2025, at which time the technician determined the service concern was related to customer owned equipment. The technician found the customer owned backup power supply was causing interference within the cable system. The technician provided customer education. As a result, a valid service visit fee was applied to the account on May 31, 2025. A service visit fee will be charged when an appointment results in ****************** concerning ********************** services (when its the only resolution), replacement, reconfiguration,or repair of inside wiring and Customer-owned equipment problems. Per process and policy, the service visit fee was valid. However, as a courtesy, credits were applied to *** Frommers account on July 18, 2025 waiving the service visit fee billed on May 31, 2025. The credits are reflected on the July 26, 2025 billing statement.
  
  On July 25, 2025,I spoke with *** ******* regarding his service-related concern. I scheduled a service visit for July 28, 2025. I applied credits to *** Frommers account for the service issues experienced. The credits will reflect on the August 26, 2025 billing statement.
  
  During the scheduled service visit, the technician replaced the modem and TV Box. The technician also reprovisioned the modem.
  
  My attempt to follow up with *** ******* after the completed appointment was unsuccessful. 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,
  
  
  ******* *.
  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.

  I called in to cancel service a few times. Promised service will be cancelled. I have not received a cancellation notice, and, keep on getting charged.

  Business Response

  Date: 07/30/2025

  
  July 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ****
  
              FL 33308
  
                  Case Number:                      23641182
              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.
  
  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 on July 19, 2025, a voluntary disconnection order was placed on the account. The account was enrolled in automatic payments and a payment for the July 1, 2025 statement balance was processed on July 23, 2025.
  
  On July 23, 2025, the disconnection order was completed with an effective stop bill date of July 19, 2025. The disconnection and prorated billing adjustment is reflected on the July 23, 2025 billing statement. The disconnected account reflects a credit balance that will be returned as a refund to the last payment method on file. If a refund is unable to be issued to the last payment method on file, an email notification with instructions on how to redeem the refund digitally will be sent to the email address on file. If there is no email address on file or no response to the email notification within 15 calendar days, a physical prepaid card is mailed to the address on file within seven to fifteen business days. I will follow up with **** **** to confirm the refund is received. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me **************.
  
  Sincerely,
  
  **** *.
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/23/2025

  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.

  For the past 4 months, I've had issues with Xfinity providing Internet Service that I pay monthly for. I had been talking to ****** in the **************** but I have left over ************************************************************************************************* addition, I ve made 14 more calls but phone goes to voicemail after one ring. It appears my calls immediately goes to his voicemail. I have so many issues with Xfinity services. I am still trying to get internet issues resolved with my billing being credited. ****** in the **************** will not return my calls for the credits to my internet issues as promised. I've called 14 times with no ************ my cable service is freezing with outages. It is difficult to talk to representatives to resolve the issue. For the past 2 weeks my cable has been on and off. I pay my bill every month thinking ****** will resolve my service issues. I need for another **************** member to resolve all of the service issues.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *********
              *******************   
               *******, ********
  
              Case Number:                      23640970
              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 ****** ********* regarding Xfinity service.
  
  On August 15, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a drop connector and contacting Network Maintenance.
  
  On August 19, 2025, the Comcast Network Maintenance team identified at the node, two defective amplifiers that were replaced on the same day. On August 25, 2025, I spoke with Ms. ********* and verified that services are working correctly.
  
  On August 25, 2025, I applied a credit for the service issues. This credit will reflect on the September ******, billing statement. However, prior to August 25, 2025, a credit was applied to the account on July 25, 2025, for service issues and was reflected on the August 8, 2025, billing statement. I apologized for any inconvenience and overall experience 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,
  
  
  ****** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 08/28/2025

  [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,
  
  ****** *********