Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/06/2025

  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.

  There was a **** account opened under my WiFi account with ********************** back in Sept. 2022 and Xfinity charged me $9.99/mo. for this **** Account. I have my own separate **** account and when I discovered that Xfinity was charging me for another **** account, I called them to let them know if was not my account. I asked them to cancel the subscription and refund me the money this money. They said that **** would have to refund me the money since Xfinity paid them the money. I called **** and they said they don't see a second account for me (just the account that I use and pay them for, directly). They called Xfinity to let them know that they would need to initiate the refund and Xfinity called me back and told me that **** needed to pay me back. I called **** again and was told the same thing. I have no other option for Wifi in my area that will support our needs as I work from home or I would simply cancel my service with Xfinity. I would like my money back and to have some sort of confirmation that they are not going to be taking money out of my checking account to pay for someone else's **** service moving forward.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Better Business Bureau 
  ****************************;
  **************************************
  
  Re:       ******* *****
               *****************
               **********************
                
               Case Number:23711194 
               Date of Notice:    August 7, 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 concern. I explained **** related billing concerns and credit requests are handled by ****. Our records indicate Ms. ***** subscribed to **** on September 29, 2022. **** was cancelled on August 5, 2025. **** will automatically discontinue on August 29, 2025. 
  
  On August 18, 2025, a credit for four months of **** was applied to the account as a courtesy. The credit will appear on the billing statement dated August 25, 2025. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.
  
  Sincerely,
   
  
  ***** *.
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:08/06/2025

  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 called xfinity back in may to cancel my services with them, was told my account was closed and now i have been charged 3 times since then for service i dont have or use. i have gone into the store multiple times to correct this issue and have been told that my account is closed. however, today, Aug 6, 2025, i have received an email stating my payment was not successful and to contact them to make a payment before i receive a late fee. the payment was not successful because i went to my bank last week and had them block any further charges from xfinity, comcast. i have been told numerous times that i will be receiving a refund for the other 2 charges they successfully took from my bank account, unauthorized. i want my money back and for them to stop trying to charge me.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** ******
  *****************************************************************************;
  
  Case Number: 23711046
  Date of Notice: August 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service. 
  
  Comcast records show that a disconnection request was submitted on July 2, 2025, for the account ending in 3398. Effective July 4, 2025, the account was disconnected with a stop billing date of May 31, 2025. On July 4, 2025, a prorated credit was applied to the account which generated a credit balance. Comcast records do not show that there was any request to disconnect service prior to July 2, 2025. On August 1, 2025, a refund was processed to the payment method saved to the account. On August 6, 2025, our accounts receivable department verified that the refund was processed and can take up to six weeks from August 1, 2025, to be received. 
  
  On August 6, 2025, a payment that was made on June 1, 2025, was returned to Mr. ******* banking institute. As a result, a returned Electronic Funds Transfer Fee was applied to the account and will be reflected on the September 4, 2025 billing statement. On August 6, 2025, a payment that was made on July 1, 2025, was returned to Mr. ******* banking institute. As a result, another returned Electronic Funds Transfer Fee was applied to the account and will be reflected on the September 4, 2025, billing statement. 
  
  On August 7, 2025, I applied credits for the Electronic Funds Transfer Fees. These credits will be reflected on the September 4, 2025 billing statement.
  
  On August 7, 2025, I spoke with Mr. ****** and advised him of the aforementioned information. 
  
  Upon review of the account, there was no usage of services in June or July 2025. On August 15, 2025, a credit was applied to zero out the account. We will follow up with Mr. ****** to ensure the receipt of the refund that was processed on August 6, 2025. 
  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:08/06/2025

  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.

  Xfinity!! Where do I even begin. A simple promo that attracts the customers! Switch and receive a gift card from ******, for $200 so I left **** and decided to join!Per the website but I do the simple Xfinity incentive search on ****** to get the correct website. I log in, and it shows April 28th for a start to my service. ****!! No problem. Ran into a lot of issues along the way and will be more than willingly to discuss why half my bills were credited. Not the point- point is, if my calculations are correct. April 28th- 90 days forward, is July 27th right?! Per chat GPT and ****** it shows the 27th!Were on basically day $100 and i havent received **** c*** and have had this escalated for a ticket. Which was infact closed today with no sort of response or nothing! Further more- everytime I continue to chat with Xfinity support. My email is blowing up with Spanish emails from Xfinity. Just a final update; from the final chat of today- this came from the agent.*******, I understand your situation. The service start date is when the billing began, which was 05/03/25, and the gift card is sent after 90 days of service ********* have a $200.00 Amazon gift card promotion in your account, and it has been processing since 90 days have ********* will be sent via email to "*************************."Which he forgot to mention..90 days is August 1st. All I just want is my promised promotion reward. You guys have been Blatantly blew up my phone with multiple verification text messages, emails, even sent me Spanish emails. I just want my promised promotion reward and Ill remain in my corner, keeping my mouth shut for good. My name is *******, hope to hear from anyone soon. Excuse me ahead of time if Im not the greatest customer to speak with. You guys preach about trust. Yet- the agents I speak with shows ***************: ************************* Phone: ************

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* *****
           *******************
           *******************
  
           Case Number: 23710921
           Date of Notice: August 7, 2025
   
  To the Better Business Bureau
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *****.
  
  Regarding the Amazon gift card concern, on April 28, 2025, ******* ***** purchased Gigabit Internet at a discounted rate per month effective May 3, 2025, through May 10, 2030. Package includes xFi complete at no additional fee per month effective May 3, 2025, through May 10, 2030. The account is receiving an additional discount per month with enrollment in paperless billing and automatic payments with a credit card.
  
  At that time, Xfinity offered a promotion through which eligible customers could qualify to receive an ****** gift card provided they satisfied certain requirements. To qualify for your card, you must maintain the services required for the offer for 90 days and keep your account in good standing
  
  ******* ***** satisfied the promotional requirements and will receive the Amazon eGift Card at the email address associated with the Xfinity account within 14 to 16 weeks of service activation. I advised ******* ***** he is still within the 14 - 16 week timeframe. ******* ***** can check the status of the Amazon eGift Card at **********************************************************************************************.
  
  On August 8, 2025, Executive Customer Relations corresponded via email with ******* ***** and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  **************
  
  

• Initial Complaint

  Date:08/06/2025

  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.

  I was canceling a service and not notified that I would immediately incur a fee for equipment and I has asked for a shipping label to be sent to me for the return of equipment. An email verifying my cancellation and shipping label was never receivrd. When I got an email stating the company pulled over 420 dollars from my account. When I called to check, they said that the money would not be taken from mt account. The following day, the money was withdrawn. This put my account negative $350 in the negative. I have said I am willing to pay for the equipment in increments, but I would not have cancelled the service if I knew I would be charged immediately, because I did not have it to spend. I have been told 3 times in messages and 2 times on the phone that I would be receiving my refund due to the financial hardship it has put me in. I can't pay all of my bills or shop for groceries because I am making up for a negative loss. I have talked to at least 10 people at Xfinity and no one will work with me. Im willing to pay for the equipment, but I need the lump sum back.

  Customer Answer

  Date: 08/09/2025

  I have been contacted by the company and they have helped me receive my money back and offered to work with me on a payment arrangement for any unresolved money owed.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************
  
  Re:       ******** *******
              **********************************
              ********, IN, 46350
  
              Case Number:                     23710277
              Date of Notice:             August 6, 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 7, 2025, I spoke with Ms. ******* regarding the concern. Our records confirm that the Xfinity Home Ultimate system was professionally installed on August 2, 2024, with the equipment charge being split into 24-month installments per Ms. ******** request. The Xfinity Home Ultimate system installment charges first posted to Ms. ******** August 3, 2024 bill statement.
  
  Ms.******** account was fully disconnected on July 18, 2025, at her request. Upon disconnection, Ms. ******* was billed fully for the remaining installments 13 through 24 towards the Xfinity Home Ultimate system. During our discussion on August 7, 2025, I explained to Ms. ******* that she no longer qualified for an Xfinity Home equipment return as she was outside the 30-day Money Back Guarantee as of September 2, 2024.
  
  Ms.******* requested a refund for an electronic funds payment that she made on July 24, 2025. Upon review, the payment that Ms. ******* made on July 24, 2025, satisfied the entire balance owed and resulted in a $0.00 balance. I advised Ms. *******  that she could contact her financial institution to see whether they could perform a payment reversal, but that no credits or refunds from Xfinity were justified,as the payment satisfied a balance that was owed and valid. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******* *.
  XH Sr.Technician NETS
  

• Initial Complaint

  Date:08/06/2025

  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.

  Account is under ***** **** but I manage the payments etc on this accunt We have a repayment plan set up for ****** which we made 1 payment on however our latest bill is due of ****** and I had forgot to update the card today (2nd time) the payment failed and I have since updated the card however if i make a manual payment then it goes towards the repayment plan and customer service at this company is an utter joke they tell you to risk it, just make a payment and hope for the best we are not compfortable with this so we are needing help paying the ****** without our repayment plan being cancelled agents should know how to do this instead of telling a longtime customer to risk it and just make a payment or outright saying too bad just pay it all what kind of way is this to treat a customer? the agent needs to be retrained

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
              *****************************************************
  ****************
  
                  Case Number:      23709473
              Date of Notice: August 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** authorized user on ***** Beans account regarding ********************** service.
  
  Comcast records indicate that a repayment plan was established on July 11, 2025, to address the outstanding balance.
  
  The invoice generated on July 13, 2025, reflected an updated balance with a due date of August 2, 2025. On July 31, 2025, a credit was applied to the account, and a payment was processed, both of which impacted the overall balance. A subsequent payment was made on August 9, 2025, which cleared the account in full.
  
  On August 15, 2025, I spoke with ***** ****** and reviewed the account activity detailed above. ***** confirmed that the issue had already been resolved, as the full balance had been paid.
  
  During our conversation, I explained the repayment plan process in case it is needed in the future. ***** also inquired about changing the due date. I informed him that while the due date itself cannot be changed, he may contact Xfinity Mobile prior to the due date to request a deferred payment. However, once the account becomes past due,a formal repayment plan would be required. 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,
  
  
  ****** *.
  XM Executive Resolutions

• Initial Complaint

  Date:08/06/2025

  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.

  To: Comcast/Xfinity From: Jamenique ***** Date: August 6, 2025 Re: Requesting a Credit for the $210 Early Term Fee I have been a loyal Comcast/Xfinity Customer for over 11 years (March 2014 present day). I was charged an Early Term Fee of $210 in October 2024. I would like that amount to be credited and the resulting collection on my credit report to be removed.I bought a house in October 2024 and connected new service at my new address, ***********************************************. About 1 week later, I disconnected service at my old address *******************************************. There was an overlap of about 1 week in service because I work from home and I count on having internet service.On my old address, I was the account holder. On my new address, my husband is the account holder and I am an authorized user. ********************* policies, from what customer service agents told me, resulted in my old account being charged an early term fee of $210 in October 2024 (I needed the overlap because I work from home) and the two accounts do not have the same main account holder. So, ********************* policies say that a 10-year loyal customer who still has ******************** a year later should be charged an early term fee.Comcast/Xfinity added a collection to my credit record. This dropped my credit score by over 100 points as I have no other collections on my credit record just Comcast/Xfinity.I do not understand why this early term fee has not already been waived. I am hereby requesting that my account be reviewed by a caring customer-focused ******************** representative and that the early term fee be waived and the collection be removed from my credit report.I cannot continue to do business with Comcast/Xfinity, given my favorable history with Comcast, should this credit be denied by Comcast/Xfinity. Have a great day.Signed, Jamenique ***** ***** Customer since March 2014

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************************************************************
  
  Re:      Jamenique Brown
              ***************************************
              ************************
  
              Case Number:                      23709042
              Date of Notice:             August 6, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Jamenique ***** regarding Xfinity service.
  
  On August 7, 2025, I spoke with Ms. ***** regarding her concerns. Our records indicate Ms. ***** was enrolled into a 24-month agreement for the *********** with the Gigabit Internet at a promotional rate which was effective June *******, through July 21, 2026. The offer was subject to a 24-month term agreement effective June 25, 2024, to June *******. The package did not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  We complied with a request made by Ms. ***** to end the 24-month agreement on October 19, 2024,with the billing stop date of October 10, 2024. As a result, the early termination fee applied to the account on October 20, 2024, was accurate.
  
  Ms.***** established a new service at the new address, the account number ending in 3256, on September 24, 2024. Ms. ***** explained that she needed to overlap until the move was complete and was not aware she would be penalized with an early termination fee which was reflected on the final statement dated October 20, 2024.
  
  The disconnection was effective past the 30-day cancellation period. On August 7, 2025, as a courtesy, a credit was applied to the account, resulting in a credit balance for which a refund is due. The credit will be refunded back to the last payment method on file. Additionally, Ms. ***** is advised she will receive an email regarding how to claim her refund.
  
  On August 14, 2025, a copy of the zero-balance ****** from the outside collection agency was mailed to Ms. ***** for her records. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ***** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/06/2025

  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.

  I am filing this complaint against Xfinity Mobile due to a serious and ongoing billing dispute related to a returned phone, along with extremely poor handling by their customer support team.Summary of Issue:In May 2025, I purchased two phones from Xfinity Mobile. One device (Apple iPhone 16 Plus, 128GB, White) didnt have enough storage, so I returned it per Xfinitys instructions and exchanged it for a higher-capacity model.I followed the return process exactly:An Xfinity store *** boxed the phone and provided a shipping label.I dropped the package off at ***.I have proof of shipment, tracking number (1Z9Y648F9075861784), and proof of delivery to Xfinitys warehouse on June 3, 2025, at 11:46 AM.Despite this, I was charged $995. After 12 weeks of disputes, Xfinity acknowledged the return and issued a refund.However, in the next billing cycle, I was charged $995 again for the same phone.Since then, over the past three weeks, Ive spent more than 15 hours ***eating myself to customer service ***s, resubmitting the same proof, and receiving contradictory answers. Ive provided:The tracking number Proof of delivery Photo evidence of the return *** receipts Screenshots of chats and acknowledgments Now they claim the device wasnt receivedeven though they already refunded me once, clearly confirming receipt. Ive been told conflicting stories, passed between agents, and treated like Im at fault for their failure to track their own inventory.This has caused severe frustration and financial strain. At one point, I couldnt even afford groceries due to this $995 error.Resolution Requested:A full refund of $995 Compensation of $400 for over 15 hours of lost time ***************** I wont be charged again A formal apology for their mishandling Ive exhausted all options with Xfinity and am now requesting the BBBs help to resolve this. They decline to ever keep any documentation on my issues, and I have to explain the issue each time.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ** *****
  ****************
  ******************************
  
  Case Number:                23708266
  Date of Notice:               August 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ** *****.
  
  On August 7, 2025 I spoke with ** ***** regarding the Xfinity Mobile billing concerns. Our records indicate on April 28, 2025 ** ***** established service purchasing an Apple iPhone 16 Plus (IMEI ending 1579) and an iPhone 16e (IMEI ending 8661). Both devices were activated on ** ****** account on May ****** with phone numbers ending in 5625 and 3720.  
  
  On May 6, 2025, an exchange order on ** ****** account to replace the 128 GB iPhone 16 Plus for another iPhone 16 Plus (IMEI ending 9021) with a higher internal storage capacity. The exchange device was delivered to ** ***** on May 9, ******************************************************************** 5625.
  
  The iPhone 16 Plus (IMEI ending 1579) had not been received in the warehouse. For this reason, on June 1, 2025 a one-time payment for the full balance of the device was processed with the card on file.
  
  On July 2, 2025 a refund of the full payment amount was applied back to the original payment method. A credit was not applied to the account to offset the refund, causing the amount of the payment to be charged back to the account. On July 21, 2025 and July 24, 2025 courtesy credits were applied toward the billing statement for service June 5, 2025 through July 4, 2025.
  
  On July 25, 2025 a payment was processed and again included charges for the device balance. On August 7, 2025 a billing adjustment credit was applied to the account to include charges associated with the device, as well as additional courtesy credit. The same day, a refund equal to the July 25, 2025 payment was processed back to the original payment method. My attempts to follow up with ** ***** to confirm receipt of the refund have been unsuccessful.
  
  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
  *********************************
  

  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.  Refund was issued and credit was applied
  
  Regards,
  
  ** *****
  
  

• Initial Complaint

  Date:08/06/2025

  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 called to inquire about the new promotion buy 1 iphone get 1 free, the agent I spoke with on June 4 or 5th stated I would have to pay the phones off 1st then I could get the promotion, I told her 1 phone was stolen, (their policy says we cannot pay off stolen phones) still she proceeded and I went to get the new iphones the next day. I was not eligible because the new promotion was for only New customers. I feel she mislead me as I never wanted to pay off a stolen phone. I have since cancelled my service. I do not want to pay a deactivation fee for the stolen phone, and they should not promise something they will not deliver.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ******* ******
             8931 *************
             *****************
  
              Case Number:              23706815
              Date of Notice:             August 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* ******. ******* ****** is an authorized user on ****** Turners account.
  
  On February 10, 2024, ******* ****** purchased two ******* Galaxy A25s to be used under mobile lines 5710 and 8450, both under 24-month payment plans.
  
  Regarding the stolen ***************************** records are unable to confirm if a device was lost or stolen as a report was not made. If a device is lost or stolen, customers can suspend ********************** service for up to 14 days through the Xfinity Mobile account online or through the Xfinity app. Please note, while the line is suspended,billing for services and device payments will continue as scheduled. If the customer does not contact us to resume or cancel the suspended line within 14 days, service will resume automatically. Xfinity Mobile customers are responsible for the remaining device cost.
  
  Regarding the promotion, currently, Xfinity Mobile is not offering a promotion of Buy one iPhone, Get one Free. Xfinity Mobile is offering a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchase the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion. No recent orders were placed.
  
  On July 16, 2025, mobile lines 5710 and 8450 were ceased per ******* Turners request. At this time, the account is closed. ******* ****** remains responsible for any remaining charges. If ******* ****** would like to restart the service and review available promotions, she can reach out to our care team.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions
  ************** Extension *******

• Initial Complaint

  Date:08/05/2025

  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.

  September 2024 Comcast tried to charge me $158 dollers for a bill because it was late. I tried to pay my bill before this and nobody at Comcast could process my payment then they called me a few days after and said now I have to pay a late fee which i couldn't afford. This wasn't my fault

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ********
  ********************************************************************************
  
  Case Number: 23706028
  Date of Notice: August 6, 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 Mr. ******** regarding the concern. Our records reflect that Mr. ********** previous account ending in 4174 was disconnected on March 31, 2024, for non-payment. On March 31, 2024, a prorated credit was applied to the account leaving a final balance for services previously rendered. I explained that the late fee assed to the account on March 3, 2024, was valid due to the past due balance on the account at that time. 
  
  On August 12, 2025, I assisted Mr. ******** with processing a payment for the final account balance. This payment will reflect on the final statement that will process on September 1, 2025. As the billing on the account is accurate, Mr. ********* request for compensation cannot be justified and is respectfully denied.  
  
  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:08/05/2025

  Type:Order 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 signed a contract with Xfinity in February. Since then, my husband's company has relocated us to ***********, *****, where we are no longer able to use Xfinity. When I called to cancel, I was informed that an early termination fee would be applied. I requested that this fee be waived because I am unable to take the service with me, but my request was denied. I believe it's unfair to charge an early termination fee when a consumer is moving out of the area. It is not my choice to move out of the area, and I can't continue the service.

  Business Response

  Date: 08/11/2025

  
  August 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** ******
           TX 78109
  
           Case Number: 23705258
           Date of Notice: August 6, 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 7, 2025, I spoke with Ms. ****** to discuss all concerns. Upon review of the account, I explained to Ms. ****** that she accepted and consented to a 12-month contractual offer for Gigabit Extra Internet on February 12, 2025. The contract was effective February 24, 2025 and would have expired on February 24, 2026. The promotional price was effective February 24, 2025 and would have expired on March 13, 2026, at which time the standard monthly rate would have applied. Additional monthly services included xFi complete at the standard monthly price. Taxes were not included in the promotional price. We received Ms. ******* consent for this package online on February 12, 2025.
  
  A billing statement generated on July 9, 2025 for the service period beginning on July 14, 2025 and ending on August 13, 2025. ******************* was disconnected on August 4, 2025 leaving a balance on the account for the services rendered from July 14, 2025 until ******************* was disconnected on August 4, 2025.
  
  We complied with a request made by Ms. ****** to end the 12-month agreement on August 4, 2025. As a result, the Early Termination Fee(s) applied to the account on August 4, 2025 is valid. 
  
  The decision was made to waive the Early Termination Fee(s) associated with the cancellation of the account. As a courtesy, the Early Termination Fee(s) reversed on August 7, 2025 and the credit will reflect on the September 4, 2025 billing statement. 
  
  Ms. ****** made a payment for the remaining account balance on August 7, 2025. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************. 
  
  Sincerely,
  
  
  ******* *.
  Xfinity Executive Customer Relations
  
  

  Customer Answer

  Date: 08/11/2025

  [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 appreciate the quick response of Xfinity in this matter, the kindness and compassion of ******* was appreciated. Since we were unaware that we entered into a contract, and moved out of hte service area, I am thankful that they were able to remove the additional fee I had not budgeted for. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******