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 Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:08/10/2025

  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 called in for several months to disconnect the services in all I was getting a runaround I returned the equipment and I still have a bill because Ive asked several times to disconnect the services on several calls and nobody did anything about it and now my bill is in collections so want something done about this problem

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *********
              ******************
              *********, MA 01952
  
              Case Number:              23727457
              Date of Notice:             August 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** *********.
  
  Our records show that **** ********** account was disconnected on February *******, due to nonpayment. A final billing statement dated March 13, 2024,reflected charges for services rendered and unreturned Xfinity equipment. The outstanding balance was referred to a collection agency on April 7, 2024.
  
  On February 21, 2025, the previously unreturned Xfinity equipment was returned,and the associated charges were reversed, leaving a balance remaining for unpaid service charges. Payment is required to clear the account and prevent further collection activities.
  
  I made several attempts to contact **** ********* to discuss this matter and explain the above information. Unfortunately, all contact attempts were unsuccessful. For further assistance with this matter, contact with **** ********* is necessary.
  
  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:08/10/2025

  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 8/9/2025 I contacted Comcast for two reasons: (1) to seek a credit for recent outtages, and (2) to ask why my monthly bill had just increased by almost $10. The outtages credit was resolved without difficulty. Conversely, I was told the monthly increase was due to recent improvements but that I could offset the increase by obtaining a free "next generation" modem and using it instead of the modem which I own. Additionally, I was told that I could reduce my internet plan from a ***** mbps plan to a 500 mbps plan and this would save $10/month. My current download speed (with my owned modem) was about 300 mbps so this made sense to me. I then drove to the xfinity store and picked up the new modem. I was not asked to pay for anything or to sign anything. I installed the new modem according to instructions but it only produced a 200 mbps speed and would not connect to my home phone. I then spent approximately four hours trying to reach xfinity via chats and calls. During the first two calls, I was repeatedly reassured that the modem was free and once configured properly would deliver the promised service at no cost (and at a $10/month saving). Eventually, however, I was connected to someone who told me that the modem could only be configured if I paid an additional $15/mo. Moreover, I was told that if I went to a 500 mbps plan, my monthly billing would increase (not decrease) by $10/mo. Eventually, I reconnected my old, owned modem. As a result, I spent the entire day unsuccessfully trying to have Comcast fulfill the promises it made about the new modem. I believe it's fraudulent to tell consumers they can have a modem at no cost but not to tell them that they will not be able to use the modem unless they pay an additional $15 per mo. It was also grossly misleading to tell me that I could save $10/mo by going to a ******************************************************************** an additonal $10/mo. I seek $25/month (promised savings) for 1 year.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *****
              **************
              ********,** 17015
  
              Case Number:              23726686
              Date of Notice:             August 10, 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 ****** ***** regarding his service concern. Our records confirm the issue was caused by a defective modem. The service issue was corrected by ****** ***** by replacing the defective modem and switching to his own customer owned modem.
  
  Our records indicate that on February 22, 2025,****** ***** accepted the *********** and Gigabit Internet package at a promotional rate. Additional services include two TV boxes and premium channel MAX. The billing promotion was effective February 26, 2025, and will expire on March 9, 2026. The package includes a 12-month introductory promotional rate effective February 26, 2025, through March 9, 2026, then a 12-month promotional rate effective March 10, 2026, through March 9, 2027, after which the standard retail rates will apply. The pricing does not include equipment, taxes, or fees. ****** ***** receives a 3-product discount and an additional monthly discount for maintaining enrollment with paperless billing and automatic payment with a credit/debit card.
  
  Our records indicate that a billing adjustment credit was applied to the account on August 9, 2025, for service issues. This credit will reflect on the September 5, 2025, billing statement. Additionally, an additional courtesy credit was applied to the account on August 19, 2025. This credit will reflect on the September 5, 2025,billing statement. Further, records show a billing service discount for 12 months was applied to ****** Dursos account on August 19, 2025. The service discount was effective on August 19, 2025, and will expire on August 19, 2026. 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: 09/02/2025

   

  My complaint was resolved via a smaller than expected refund and a satisfactory billing adjustment.  The Xfinity response to BBB, however, seems inaccurate in that it stated that the problem originated with a defective modem.  I don't believe that was the case.  Instead, the complaint originated from Xfinity's inconsistent and inaccurate representations about the billing that would be associated with a new modem.  After repeatedly being told the modem would be free to use, I was told that it would only be free if (1) I agreed to a five year contract, or (2) I only used internet services (as opposed to an internet/TV/home phone package).  Thus, even after the intervention by its higher level customer service team, ********************** could still not get its story straight.

• Initial Complaint

  Date:08/10/2025

  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.

  For the last 5 weeks I was told go reset my password I have had no luck in doing so, I have many times contacting xfinity/comcasf and getting nothing but running around I havd been to the local comcast store no help therd, was told I needed a cpin code I was given a telephone number of their customer assurance office I called twice was told twice I would be sent the code by mailing the cidd to my home address because well I have no access go my email this has not happened again I contact this office again was told it would be mailed within 5 days we shall see. So I need my email my personal contacfs are based on my email I need the access.

  Customer Answer

  Date: 08/19/2025

  In reference to Complaint ID *****************************, just wanted go thank you for your halp on this problem, I did get my email back on 8-15-2025 and did get a refund deducted on my bill again thank you.

• Initial Complaint

  Date:08/09/2025

  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.

  hello i preordered ******* galaxy fold 7 order #******************* . there was a problem with the delivery address and the phone was returned to you. and it was received by xfinity on monday 7/28/2025 tracking no 1ZAC65431214458955 i added the proof of delivery still the order not cancelled and i got no refund and contacted customer service many times with no vail and billing have started on the phone ecm0015404129 ticket no i need the refund to my account ****** cancel the order and remove the phone and line and future charges from my account replenish my spending amount with xfinity mobile to 2500 so i can make a new order

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
              *************************************************
              *******, ********
  
              Case Number:                      23725757
              Date of Notice:             August 10, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity Mobile service.
  
  On July 22, 2025, Mr. ****** initiated the purchase of a ******* ************** subscribing to the ********************** Plan with a Device Payment Plan spread out over 24 months. The device was shipped to Mr. ****** on July 23, 2025. Due to an incomplete address, the device was marked return to sender. On July 30, 2025, the device was received in new condition at the Xfinity Mobile warehouse.
  
  On August 11, 2025, a credit was applied to your July 19August 18, 2025, billing statement. This credit reflects the balance associated with the ******* ************** Additionally, a refund was issued for the order payment taken on July 22, 2025. Refunds can take 3-5 days to apply to the customer's financial institution.
  
  On August 12, 2025, I spoke with Mr. Nasser regarding his Xfinity Mobile account.During our conversation, I confirmed that Mr. ****** is now able to view his account through the Xfinity App, where he can verify that the ******* ********************** been successfully removed from the account. Mr. ******* eligibility balance has been updated to reflect the return. Mr. ****** can expect the refund applied to his card on file in 3-5 business days. I apologize for the delay in resolving 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,
  
  
  ***** *.
  XM Executive Resolutions

• Initial Complaint

  Date:08/09/2025

  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.

  On my mobile bill dated June 20 I was billed $20 for a line fee and $25 for an activation fee for our tablet that I did not purchase. On July 1 I called them and they said they would give me a refund. they said it would be in 7to 10 days. Confirmation number ***************** I never received the refund so I called them again on 7/21 and-spoke with ******. She assured me she would get this taken care of and she would have the refund expedited 5 to 7 business days. It is nowAugust 9 and I still have not received my refund. I have called them a total of three times and I feel like they just keep lying to me. the refund due to me is $46.03 She also gave me a different tracking number of 175 311 and she also noted that she did not see any previous request for arefund.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  Better Business Bureau
  ************************************************************************************************************************************************
  
  Re:       **** ****
              *****************
              McMinnville, OR 97128
  
              Case Number:              23725615
              Date of Notice:             August 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ****.
  
  Our records indicate on May 7, 2025, Xfinity Mobile fulfilled an order for an Apple iPad on a 24-month device payment plan. On May *******, a return order was processed at Ms. ***** request. The return was completed on May 23, 2025, disconnecting the service for the iPad.
  
  On June 1, 2025, an invoice was issued for the billing period of May 1, 2025 through May 31, 2025. The invoice included the standard line set up fee and the tablet data charges for the iPad purchased on May 7,2025.
  
  As a courtesy on August 11, 2025, a credit was applied for the line set up fee and data charges on the June 1, 2025 invoice.
  
  On August 13, 2025,  I spoke with Ms. **** regarding the billing-related concern. An additional credit was applied to the Xfinity Mobile account. The credits will reflect on the invoice for the July 1, 2025, through July 31, 2025 billing period. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:08/09/2025

  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.

  Xfinity home internet company overcharging bills, changing plans without notification or agreement with customer. Refusing to fix or correct issue

  Business Response

  Date: 08/14/2025

  
  August 14, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ****** II
              ********************************
              *******, MI 48341
  
                  Case Number:      23725350
              Date of Notice: August 10, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** II regarding Xfinity service.
  
  On August 11, 2025, I spoke with ************* to discuss his concerns. ************* declined to authenticate his account information or service address and advised his concerns were previously resolved. Without the details being provided I was unable to further investigate Mr. ******* concerns. 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:08/09/2025

  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 am not liable for this debt with a charter of communication ,I do not have a contract with comcast and they did not provide me with the original contract as I requested long time ago .

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** *********
           *************************
           ********, ** 02302
  
           Case Number:   23725287
           Date of Notice:   August 10, 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; however, my attempts were unsuccessful. 
  
  Our record shows that **** Jeanlouiss account was disconnected on March 3, 2021, with a balance remaining, of which a portion of the balance owed was transferred to this account from the prior account on January 27, 2021. As a result, the collections notice received is valid. 
  
  To resolve this matter, contact with **** ********* 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 Customer Relations
  

• Initial Complaint

  Date:08/09/2025

  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 purchased an Apple Watch from Xfinity Mobile on June 13, 2025. I have attempted to return the watch to Xfinity Mobile seven times, but no return label was provided, and the item was not accepted when I attempted to send it through **** using my own funds.

  Business Response

  Date: 08/15/2025

  August 15, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: **** Waters 
  ******************************************************************************
  
  Case Number:23724647
  Date of Notice:August 9, 2025                              
       
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by **** ******.
  
  On August 12, 2025, I spoke with Mr. ****** regarding the concern. Our records reflect Mr. ****** purchased an Apple watch on June 13, 2025. Xfinity Mobile offers customers a 14 day window to return devices. I confirmed there was a note for a return request on June 20, 2025, but due to unknown reasons, the return was not issued. I advised Mr. ****** I would email him a return label. Once the device is received back in like-new condition, I will refund any charges for the device and waive the remaining balance. On August 13, 2025, Mr. ****** responded via email and advised he had received the return label. 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
  
  

• Initial Complaint

  Date:08/09/2025

  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 stayed with someone and they frauded my account and i didnt know anything about the account and the bill and i feel like i owe an apologly and she took my ssn number

  Business Response

  Date: 08/19/2025

  
  August 19, 2025
  
  
  Better Business Bureau
  ****************************************************************************************
  
  Re:       ******** ******
  ***********************************************************
  *********************
  
  Case Number:  23724543
  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 ******** ******.
  
  Regarding the Unauthorized use of Social Security Number (SSN) and possible Identity Theft related concerns, alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1]  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  In order to process this claim, ******** ****** will need to provide the following documentation:
  
  Identity Theft Victim's Complaint and Affidavit Form.
  Proof of residency during the time the Comcast services were under your name.  You can submit lease agreements, utility bills, or mortgage statements with your name.
  A copy of your valid government-issued photo identification card. You can submit a copy of your driver's license, state-issued ID card or your passport.
  
  A ***************** Assurance technician made serval attempts to contact ******** ****** to gather more information and explain the above information. Unfortunately, all contact attempts were unsuccessful. The Comcast ***************** Assurance technician left a message with direct contact information. Contact with Error! Reference source not found. is required for further assistance with this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  [1] *****************************************************

• Initial Complaint

  Date:08/09/2025

  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 purchased and was charged to my card by xfinity mobile for the purchase of a new phone that was available. I didnt not receive proper emails regarding my order like tracking and confirmational materials as I did with my other order placed on the same day. I reached out via phone calls and agents continued to lie and give me a run around about my order that they shipped together thats why it was only one tracking number (it didnt arrive with my other order), that it was processed and approved and would receive the email by EOD (I didnt), I was then told the item is now out of stock and they are unsure of when it will be back in. Agents stated they were escalating the ticket because the system does not allow for them to place orders on devices if its out of stock which is the situation. Agents failed to notate and properly report the issue and generate appropriate tickets to ensure a resolution. The agents that I spoke with on the 4th, 6th, 7th, 8, 9th were extremely negligent in not only properly reporting but also failing to seek any resolution nor put me in contact with anyone who could help and chose to instead continually transfer my calls back to the call que all while telling me I was on hold for a supervisor.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ******
              MI 48439
  
                  Case Number:                      23724017
                  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 Mobile service.
  
  On August 12, 2025, I spoke with Ms. ****** regarding a Xfinity Mobile billing concern. On August 4, 2025,Ms. ****** purchased an Apple iPhone 16 Pro Max and paid the applicable taxes and fees under our 24-month device payment plan (DPP) program. A second *** briefly appeared on Ms. ******* billing ledger as an immediate charge. However,this was a system-generated placeholder. No taxes or fees were deducted, and Ms. ****** was never charged for this amount.
  
  Upon further review, we confirmed that a second device order was not successfully entered into our system due to an agent error. As a result, the device was not processed or shipped as anticipated. While the initial charge appeared in the billing system, no funds were collected for the second device. Ms. ****** made a payment on August 4, 2025 for the May 2, 2025 billing cycle invoice, which was applied correctly. During our conversation, a courtesy credit was applied to the August 2, 2025 billing cycle invoice. 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 Mobile Executive Resolutions