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.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2025

  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 am filing this complaint because Xfinity Mobile has repeatedly failed to honor a clear agreement, misrepresented my account situation, and taken actions that directly caused financial harm. I traveled to ****** from June 1317, 2025, and returned to find $202 in roaming charges. On June 18, a representative offered to backdate my plan and apply a $40 international bundle instead, and I agreed. Weeks later, no adjustment was made. When I called again, I was shocked to learn my case had been labeled as fraud something I never claimed or authorized. I openly confirmed my travel and usage, and this false classification delayed the promised credit. Another representative later assured me the $202 credit was still pending, told me not to worry, and promised it would be returned to my debit card. Instead, he reversed my last autopay payment without my consent, pushing my account into past due status for the first time ever. This has now been unresolved for nearly two months, despite multiple assurances it would be fixed, and I have spent hours re-explaining the situation to different representatives while my account sits in delinquency because of Xfinitys actions not mine. I am requesting immediate intervention to reinstate my payment, apply the $202 credit in place of the $40 bundle as promised, remove any late fees or negative credit reporting caused by this mishandling, and provide written confirmation of the resolution and posting dates. This matter is urgent, as my account is being damaged in real time due to Xfinitys errors and broken commitments.I also would like the calls reviewed for accuracy and promises as well as any past due fees that incurred.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** *****
              **************************
  ****** WA 98465
  
                Case Number:                    23730596
                Date of Notice:             August 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ******** ***** regarding Xfinity Mobile service.
  
  On August 12, 2025, a Xfinity Mobile representative spoke with Mr. ***** regarding an Xfinity Mobile billing concern.
  
  Regarding international charges, on the May 21 through June 20, 2025 billing cycle, international roaming charges were applied for service usage before upgrading to our most recent plan where ****** and ****** are included.
  
  On July 31, 2025, a refund was processed for the international charges, however no credit was placed to offset the charges. On August 12, 2025, the Xfinity Mobile representative provided a credit to offset the refund that was placed so Mr. ***** did not get recharged for the amount. This credit will reflect on the July 21 through August 20, 2025, billing cycle.
  
  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 Executive Resolutions
  
  
  
  
  
  

• Initial Complaint

  Date:08/11/2025

  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 Friday, August 8th I reached out to Xfinity regarding my bill. I had some car issues and was aware that I would be late paying my bill. I was contacting Xfinity to set up a payment arrangement. After 3 hours and 4 representatives I was told this was set up and my services would remain active until August 21st when I am able pay. When asked my email to send this confirmation too, I provided it and it switched me to a new agent. I then explained everything again to the 4th agent. She stated that she too got confirmation and would email it. The next day I did not receive an email so I reached out yet again, I then chatted with another Xfinity agent who reached out to the billing to get approval. He as well as the other agents confirms he got approval and that my services will stay active until August 21st! It is now August 11th. My services are now suspended and it does not allow me to reach out to an agent. I have downloaded all my transcripts which I have but am unable to attach due to their size. Its disheartening that I have been with Xfinity for years and I cannot count on them to follow through with anything. Very upset with hours of my time being wasted as they did not clearly follow through.

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:***************************
  **********************************************************
  ******, IL 61550
  
  Case Number:23730478
  Date of Notice:August 11, 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 12, 2025, I spoke with Ms. ***** regarding a billing explanation. Our records indicate that Ms. ***** was subscribed to Gigabit Extra Internet at the standard retail rate. Equipment, taxes, and fees were not included in the package price.
  
  On July 21, 2025, a payment arrangement was created for August 10, 2025. On August 8, 2025, Ms. ***** accepted a five-year promotion for 1 Gig Internet, effective from August 8, 2025 through August 14, 2030. The account also receives NOW TV at the standard retail rate. Equipment, taxes, and fees are not included in the package price.
  
  On August 8, 2025, Ms. ***** communicated with a representative via online chat who advised the payment arrangement date was changed to August 21, 2025, which was inaccurate. On August 10, 2025, due to no payment being received, the payment arrangement was broken.
  
  The services were interrupted for non-payment on August 11, 2025. A representative restored the services on August 11, 2025 and advised the payment arrangement was changed to August 21, 2025, which was not accurate. The services were interrupted again on August 12, 2025 for non-payment.
  
  During our conversation on August 12, 2025, I restored the services and set up a payment arrangement for August 22, 2025. Service will be interrupted once more if the full past due balance is not paid prior to August 23, 2025. I confirmed that the account is being billed correctly for the subscribed services. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  

  Customer Answer

  Date: 08/19/2025

  [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:08/11/2025

  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.

  Comcast's Xfinity service outright lies about the ability to contact an online agent for help with service issues - they will go through the show of connecting you with a supposed agent who then does not reply to any messages. Blatant lies to a paying patron about the services offered and available.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *******
              ************************
              **********, ** 20008
  
              Case Number:                      23730477
              Date of Notice:             August 11, 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. In order to address any questions or concerns regarding this matter, contact with ********** is necessary. 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,
  
  
  ******* *.
  Executive Customer Relations

• Initial Complaint

  Date:08/11/2025

  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.

  Switched phone service from ******* to Xfinity April 05, 2025 using a $500 per line promotion for each of my 2 lines. Supposedly a virtual card for $1000 emailed but not received. I went to the store in ********* several times to resolve this. The store printed out a page of incentive status which stated the card was emailed. Xfinity checked phone for email and did not find it. I called # provided by Xfinity ************. I called **** *** May 30, ****************************************** their system. I realized they were looking using my name instead of my husband's name ****** so I called them back and asked **** to search again. **** said account not eligible I called the # provided in ****** email for Windstream ************ on August 4, 2025. No customer support to speak with or to report the problem. I tried the xfinity website, no customer support to speak with only AI generated. I just want the $1000 owed to me from the promotion in either a replacement virtual card or or preferably credit to my account at this point.

  Business Response

  Date: 08/29/2025

  
  August 29, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* and ****** *******
              **********************************************
              The Villages FL 32163
  
                Case Number:                    23730257
                Date of Notice:             August 11, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted by ******* and ****** *******.
  
  Regarding Mobile device plan payout, on April 5, 2025, ******* ******* purchased two ******* Galaxy ******* that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owe on their trade-in device(s), up to a maximum amount per device, provided they satisfy certain requirements. To qualify for the promotion, customers were required to purchase a new line of Xfinity Mobile service, port their number over to Xfinity Mobile from a participating carrier and provide the pay-off balance of the device by uploading their statement from a prior carrier through the Xfinity Mobile online portal.
  
  ******* ******* satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  Because ******* ******* was unable to find the email for the electronic gift card, a ticket was submitted on August 13, 2025, to have it resent. On August 15, 2025, our back-end team was able to get the gift cards resent to the email address requested. An Xfinity Mobile representative made several attempts to get back in contact with ******* ******* after the gift cards were re-emailed to them to verify, they were received however unsuccessful.
  
  On August 13, 2025, an Xfinity Mobile representative called ******* ******* (authorized user) and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  ******** *.
  Xfinity Mobile Executive Resolutions
  ********************************
  
  

  Customer Answer

  Date: 08/29/2025

  [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,
  
  ******* And ****** *******
  
  

• Initial Complaint

  Date:08/11/2025

  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 July2,2025 I ordered service for my mother who lives at ************************************************************* I ordered the service and was charged $25.00 for that order. On the same day, 7.2.25 I changed the service order to a different package (that was cheaper) and they again charged me $25.00. Xfinity then told me they would refund the 1st charge, which they did on July 25, 2025. I cancelled all service on July 23, 2025 because they never showed up to install service to my mothers home. My mother is 94 and needs a phone. They said they would refund my second charge of $25.00 and never did. My bank account show 2 withdraws of $25.00 on July 2. One has been refunded, but the other has not. I called them and they said I was ineligible for the second refund, without any explanation. I asked to speak with a manager and was given the ultimate run around for over 40 mins. Please advise. Thank you.

  Customer Answer

  Date: 08/11/2025

   Hello,

  A Comcast representative called me this afternoon and resolved the issue of the refund. He said that it should be posted in 3 days time. At this time I would like to close this case and have it marked resolved. Thank you for your time. BBB is such a valuable asset in dealing with difficult companies and unfair practices, you are our only advocate and you are so greatly appreciated. 

  
  Best, 

  ***** ******

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
              *************************
              *******, IL 60187
  
              Case Number:                    23730007
              Date of Notice:             August 11, 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 11, 2025, I spoke with Ms. ***** ****** regarding a refund request. Our records indicate that On July 23, 2025, a pending disconnection was cancelled. On August 8, 2025, a refund was processed that should be received on/by August 29, 2025.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ****** (****) G
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 08/27/2025

  [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:08/11/2025

  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.

  My family and I went through a very tough time financially during the Pandemic of 2020 and 2021. My wife and I were laid off our jobs during that time. I had to cancel my Xfinity cable and internet so I could pay other bills after I received a much lower wage paying job. I recently contacted Xfinity to acquire their services. They are trying to keep me on the hook for $170 which occurred during the pandemic. Xfinity said last week they would push my case further to upper management for review and call me back within 24 to 48 hours. That was last week Thursday. My desired outcome is to start fresh by having that $170 charge removed for them to continue with my internet service.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  BBB of ******************* & ********************
  ****************************************************************************************************************************************
  
  Re:       ******* ********
              *******************
              *********,MD 21213
  
              Case Number:               23729825
              Date of Notice:              August 11,2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* ********.
  
  Our records indicate that ******* Hollidays installation request, submitted on August 5, 2025, was denied on August 8, 2025, due to an outstanding balance on a previous account,which resulted from unreturned equipment.
  
  On August 12, 2025, I spoke with Mr. ******* ******** and explained the above information. As a goodwill gesture, I removed the Xfinity equipment and associated charges from the previous account, bringing the account to a credit balance. A refund for the credit balance was processed on August 15, 2025.
  
  On August 13, 2025, Mr. ******** accepted a 5 Year Price Guarantee for Gigabit Internet, which includes an Xfinity gateway and unlimited data at a promotional rate effective from August 13, 2025, through August 12, 2030. This promotion also includes Peacock Premium at no cost for 24 months from August 13, 2025, through August 12, 2027. At the conclusion of the promotional period, the retail rate will apply. Please note that additional services, equipment charges, and applicable taxes and fees are not included in the package rate and are subject to change.
  
  A service visit was completed on August 15, 2025, during which a technician activated the service. This resulted in a professional installation fee being applied to the account. *********** confirmed that all services were working correctly. On the same day, I applied a credit to waive the installation charge, which will be reflected on the September 8, 2025 billing statement.
  
  I trust that 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,
  
  
  ***** ** *.
  Case Manager | Executive Customer Relations

  Customer Answer

  Date: 08/26/2025

  [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:08/11/2025

  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 February 6, 2024, I signed a two year contract for mobile service at $60/month and internet for $40/month. I was told this pricing would be valid for the duration of my contract. In February 2024, my internet increased to $55. I have contacted Xfinity every month since then to adjust my bill. Each month I am told that it is fixed and I won't have to contact Xfinity again. I have the transcripts saved for those conversations. I have spent hours chatting with Xfinity agents cumulatively. This has been one of the most frustrating experiences. I have been a long time customer and this has been the most poor service I have ever received. I want my contract to be honored. I am being told some promotion expired, but the agent never mentioned a one year promotion. I asked and they confirmed that it would be two years at this locked rate. I made sure to inquire about that because two years felt like a long time. I never would have agreed to a bill increase midway through my contract.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ******
              ***************************************************
              Lisle, IL 60532
  
              Case Number:              23729183
              Date of Notice:             August 11, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* ******.
  
  On February 6, 2024, ******* ****** accepted and consented via email to a 24-month contractual agreement for Fast Internet effective February 6, 2024, through February 6, 2026. This agreement included a promotional rate and a modem rental at no additional cost from February 6, 2024, through February 9, 2026. Additionally, the account received a ******************************* discount from February 16, 2024, through February 15, 2025, along with a monthly discount for enrollment in automatic payments and paperless billing.
  
  On August 11, 2025, ******* ****** accepted a new 12-month promotion for 500 Mbps Internet and a modem rental at no additional monthly cost, effective August 19, 2025, through September ******. The account continues to receive a monthly discount for enrollment in automatic payments and paperless billing.
  
  We are unable to substantiate Ms. ******* claim of being advised of a 24-month Xfinity Mobile discount
  
  On August 21, 2025, I spoke with Ms. ****** and explained the above information. As a courtesy,I applied a one-time credit toward the August 2025 billing on August 21, 2025.Additionally, six monthly deferred credits will be applied to the account from September 2025 through February 2026, on the first of each respective month. These credits will reflect beginning with the September 6, 2025, billing statement.
  
  I trust that 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:08/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed $234.65 on Jul 9th and Aug 9th for an account that was closed. I have contacted Comcast(Xfinity) multiple times and they have promised over and over again that the account was closed and that a refund was in process for the July bill. Instead, the account remains open, I did not receive the initial refund and they billed me again for this month in the same amount of $234.65. Now they owe me a refund on 2 billing cycles, and it has already been escalated according to them. Every time I call they claim to have resolved the issue and it ends up being a complete lie. I am helpless and not sure what needs to happen to get resolved.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:******** *******
  23 Morning Glory Cir
  **********************
  
  
  Case Number:23728896
  Date of Notice:August 11, 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 11, 2025, I spoke to Ms. ******** I informed her of my findings; On June 15, 2025, the billing statement was generated. On June 19, 2025, an order was created to disconnect the account, it was canceled on July 3, 2025, as Ms. ******* never had ordered the service to be disconnected. The requested billing stop was for June 24, 2025. 
  
  
  On July 9, 2025, an autopay payment was applied to the account. On July 15, 2025, the billing statement was generated. On July 16, 2025, an order was created to disconnect the account, it was completed on August 11, 2025, with a backdated June 19, 2025, billing stop date. On August 9, 2025, an autopay payment was applied to the account. On August 11, 2025, the billing statement was generated with a credit balance. It included a prorated credit for the services from June 19, 2025, through August 15, 2025. 
  
  
  Ms. ******* now has a credit balance. The refund process will take 4-6 weeks. Ms. ******* will receive a refund back to the payment method we have on file, but if not, she will receive an email at her preferred email address to review electronic refund options available to her. Depending on the method she selects, this will determine the refund timeframe. The customer can choose a virtual card, a physical card or a transfer to debit. On August 12, 2025, I spoke to Ms. ******** I informed her that she has a credit balance and reminded her of the refund process and timeframe. 
  
  
  On August 14, 2025, the payment from July 9, 2025, was returned and a check return fee was applied to the account. On August 14, 2025, the payment from August 9, 2025, was returned and a check return fee was applied to the account. 
  
  
  On August 19, 2025, I spoke to Ms. ******** about the return payments and check fees. On August 19, 2025, I applied a courtesy credit. I informed Ms. ******* that she now has no balance.
  
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 08/20/2025

  [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:08/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent countless hours on the phone attempting to be provided a bill showing the phone numbers, the devices that were financed, and the balance due for said devices. I am going to be sent to collections but Xfinity refuses to send me a detail specific itemized bill. I have went into the store' I have spoken to management, I have begged and pleased with customer service to help me get a bill. I am being ridiculed at this point and can't take it anymore. I need my final bill and the bill prior to be sent on Xfinity letterhead to my email AND address on file.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:     
              Case Number:              23728327
              Date of Notice:             August 11, 2025
  
  
              **** ********
              ************************************
              **************, DE 19971
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******** regarding Xfinity Mobile service.
  
  I made several attempts to contact *********** via telephone and email; however, my attempts were unsuccessful. In order to resolve this matter, contact with Mr. ******** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that 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, 
  
  
  ******* *. 
  Xfinity Mobile Regulatory Specialist 
  **********************-2801
  
  

• Initial Complaint

  Date:08/10/2025

  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.

  On the end of march, I canceled my Comcast/Xfinity service by returning all company equipment in person to the Aventura, ** store. The store representative confirmed my account was closed with no balance due. I was enrolled in autopay and received all bills through email and the Xfinity app. I never received a final bill or notice of any outstanding balance by mail, email, or phone.About a month later, I discovered Comcast/Xfinity or its contracted collection agency had reported a collection account for an amount I dispute. To avoid further damage to my credit, I paid the amount immediately, but I maintain the charge was in error as the service had been properly canceled and all equipment returned.This incident caused my credit score to drop from 780 to 680 right when I was about to purchase my first car, effectively halting my ability to secure financing. Comcast has not provided proof of the debt, my final bill, or documentation confirming my equipment return.I am requesting that Comcast remove any remaining negative credit reporting tied to this account, provide written confirmation of a $0 balance, and explain how this error occurred so it does not happen to other customers.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ****
              *****************************
              *****, ********
  
              Case Number:              23728231
              Date of Notice:             August 11, 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 19, 2025, I spoke with Mr. ***** **** regarding a billing explanation. Our records indicate that on August 12, 2024, Mr. **** accepted, via text message, a 24-month term agreement package at a promotional rate, which included a monthly discount for enabling auto pay and paperless billing with a bank account. Services include Gigabit Internet.  ********** services include xFi Complete at a discounted rate per month for 24 months from August 12, 2024,through August 11, 2026. The 24-month service agreement and billing promotion were effective August 12, 2024, and expired August 11, 2026, after which the standard retail rates will apply. Equipment, taxes, government, and other fees are not included in the package price and are subject to change, with or without notice, to the extent permitted by applicable law.
  
  On March 18, 2025, Mr. **** voluntarily cancelled his Xfinity services with a disconnection completion date and a billing stop date of March 18, 2025. The equipment in the account was returned on March 18, 2025. On March 19, 2025, an early termination fee was posted to Mr. ***** account, which appeared on the April 18, 2025, billing statement. On April 2, 2025, a payment was posted to Mr. ***** account and appeared on the April 18, 2025, billing statement. On April 10, 2025, a return payment and a return payment fee were posted to the account and appeared on the April *******, billing statement. On May 19, 2025, the unpaid balance was written off to outside collections. On August 9, 2025, a payment was posted to Mr. ***** account and appeared on the August 18, 2025, final billing statement. On August 13, 2025, a billing adjustment credit was applied for the early termination fee. Following this, a credit balance remained, which will be processed as a refund to the card on record in less than 30 days.
  
  Mr. **** has been advised that within 30 days of the balance on his account being satisfied, the outside collection agency will update that the balance has been satisfied/paid in *******. Rose may file a dispute with the outside collection agency (***), the *** then submits a request to the credit bureaus to update the information. Once updated by the *************, the credit report should show the debt as Paid in Full. The account remains in their credit report as Satisfied Charged Off. If Mr. **** made a payment more than 30 days ago and the credit report was not updated, he should reach out to the *** again for help. They can ask for a ****** confirming they paid the balance. 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 a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations