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

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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

• Initial Complaint

  Date:07/28/2022

  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.

  My internet cable in the back yard broke over a month ago. I have scheduled the cable to be buried 4 times. Each time the appointment comes and no one shows up.

  Business Response

  Date: 08/08/2022

  
  August 8, 2022, 
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: Case Number:17634821 
  Date of Notice:July 28, 2022

  ***********************
  21 *****************
  ****, ** 77450
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On August 5, 2022, our construction team visited the location and completed burial of the lines in question. On August 5, 2022, I spoke with **************** and confirmed that the lines in question were buried. I apologized for any inconvenience that *** 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: 08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast Cable Communications, LLC pulled my credit report on July 31, 2021 and also did a account review inquiry on November 03, 2021. I found this information out after I received a bill for $222.65 from a company called ************************** LLC doing business as ERC on May 26, 2022. This company was attempting to collect a bill on behalf of Comcast. I have called Comcast numerous times to try to find out how this account was put in my name since I have not had cable with this company. The address that I was given for the services is *********************************************************************************. I have never lived in ******** and I have not given any one permission to put cable services in my name. I have been a victim of identity theft. I have requested information on the account and requested a fraud investigation and Comcast fraud department will not assist me. They only ask me for more personal information such as a copy of my driver's license, bills in my name and a mortgage or rental agreement which I do not feel comfortable providing my personal information to this company. I have requested for a fraud manager to call me back and no one will call me back or respond to the letter and the ** Theft Claim packet that I mailed to the fraud department on June 16, 2022. I have done a police report with the ********, ** police department where I live and filed a report with the ******** ****************** I am requesting assistance with this matter with Comcast so that I can find out who stole my identity so that I can report this information to the police departments so that I can have this investigated so this person does not put any additional credit in my name however, I have not been successful. Please help me with obtaining information from Comcast regarding my identity theft and fraud that is in my name. I have never lived in ********. And I did not and still not have cable with no cable company. Thank you,***************************

  Business Response

  Date: 08/15/2022

  
  August 15, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: ***************************
   933 ********************
   **********, ** 29016
  
   Case Number:17630314
   Date of Notice: July 27, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) 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. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  
  An incomplete fraud packet was submitted. In order to process this claim, **************** will need to provide the following documentation:
  
  Identity Theft Victims Complaint and Affidavit Form, completed.
  Proof of residency during the time the Comcast services were under your name. You can submit lease agreements, utility bills, or mortgage statement with your name.
  A copy of your valid government-issued photo identification card. You can submit a copy of your drivers license, state-issued ID card or your passport.
  
  On July 28, 2022, a Comcast ***************** Assurance technician contacted **************** to advise her of the aforementioned information and address any other concerns.
  
  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 us at **************.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  

  Customer Answer

  Date: 08/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 17630314
  
  I am rejecting this response because: I don't feel comfortable my personal information to this company.   
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have comcast cable and I sing into a 2 years contract with them for a price rate of ****** I have been paying that same price sent December of 2021 and it doesn't end an till December 31,2023 I don't understand how did they change the price on me without notes . In June on the 23 I had add to my service the home security and 2 days later I get a email telling me to pay ****** so I call in and ask why I am I going to paid you that kind of money for something I just got on yesterday I was told we bills one month ahead so I say cut it off I don't have that kind of money to pay you peoples so they never cut it off and it stop working then I get another **** for ****** I call about the **** and try to tell the person about what was going on and to cut it off I was put on hold some one else got on line I told them what was going on and he told me that my **** will be ****** after they take off the home security I told the man the was the amount because I was lock in a contract for 2 years at the price of ****** a mount he hung up the phone on me I call back and a lady got on the ask for my information after that she hung the phone on me I call back three more time and got the same thing so I try to long into my account and I had been lock out so I call back and got a lady name ****** she told me that she would fix that for me but I need to pay ****** I told her I am on a Fix income and that I didn't have that kind of money at this time of the month she say ok could you pay ****** I told her I will ask around to try to get the money but when I call back all I was getting was cut off so once again I try to get them on line and everything has been block.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*************************
  2318 ****************************** ** 93703
  
  Case Number:17630017
  Date of Notice:July 27, 2022
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On July 28, 2022, I spoke with **************** regarding a billing concern. Our records indicate on June 6, 2022, **************** accepted a 24-month promotional agreement for the Ultimate Quad Play. The services included *********** Video, Superfast Internet, Xfinity Voice Unlimited Select and Xfinity Home Pro Protection. The promotional rate was effective June 18, 2022 through July 7, ****. The account also received a monthly self-service discount with enrollment in both automatic payments and paperless billing. At the conclusion of the promotion standard retail rates would have applied. The promotional rate did not include additional services, equipment, taxes, or fees which were subject to change. 
  
  While the agreement for the above referenced promotion was not accepted, email confirmation outlining the new service package was sent to the primary email address on file. As Comcast bills in advance, the billing statement dated June 28, 2022 reflected prorated credits for the removal of the previous package, and prorated charges for the new service package.
  
  On July 28, 2022, **************** requested to downgrade the account by removing the Xfinity Voice and Xfinity ************* services. **************** accepted a 24-month promotional rate for the Ultimate Double Play. The services include *********** Video and Superfast Internet. The promotion was backdated and is effective June 21, 2022 through July 7, ****. The promotion includes a 12-month contractual agreement effective July 28, 2022 through July 28, 2023. 
  
  The account also receives a monthly self-service discount with enrollment in both automatic payments and paperless billing. An additional monthly discount was also applied to the account as a courtesy and will expire on June 20, 2023. The promotional rate does not include additional services, equipment, taxes, or fees which are subject to change. At the conclusion of the promotions standard retail rates will apply. 
  
  On July 28, 2022, I transferred **************** to our *************************** (CSA) team due to her being unable to access her account online. Per CSA, the password was incorrect which prevented **************** from accessing her online account. CSA was able to walk **************** through the password recovery process.
  
  In addition, with the removal of the Xfinity ************* service, **************** was charged for the installation and equipment. Our records indicate on July 28, 2022, **************** returned the Xfinity Home equipment to the local Xfinity retail store. 
  
  On August 2, 2022, I applied four credits to the account to cover the charges for the Xfinity Home installation and equipment. This reflected on the August 3, 2022 billing statement. On August 9, 2022, I applied a courtesy credit to the account. The credit will reflect on the September 3, 2022 billing statement.
  
  Please be advised the billing on this account is accurate. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:07/27/2022

  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 paid my cable **** on 7/22/2022 I paid 200 while I was not looking they charged my 379 with out my consent this has put me in a bind and Im having a very hard time getting my money back please help Im not on auto pay I pay my **** monthly for this company to have access to my credit card and charge it is wrong. This is fraud and stealing.

  Business Response

  Date: 08/09/2022

  
  August 9, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:***************************
  1111 ***************************
  *******, ** 94590
  
  Case Number:17630015
  Date of Notice:July 29, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************, regarding Xfinity service.
  
  On July 26, 2022, I spoke with ******************, regarding a refund request. Our records indicate that no fraud was done by Comcast as our customer visited the store to make a payment utilizing the kiosk we have on site. On August 1, 2022, we also corresponded with our customer via e-mail as well. 
  
  In speaking with ******************, on July 26, 2022, she indicated to us that she made a total of three payments on July 22, 2022, but two of those she states she cancelled. Comcast returned one payment back to the credit card on file on July 24, 2022. There was a current balance owed that was past due and the other two payments were applied to that outstanding balance for services already rendered. Customer was made aware of this when speaking with her. ******************, requested to have the second payment returned to the credit card she utilized, and again she was advised that the account was past due and the other two payments made were applied to that balance.
  
  Our records support that on August 8, 2022, the second payment made was returned as a chargeback and applied to the credit card utilized. Comcast did not charge any credit cards without customer consent. I apologized for any inconvenience that *** 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,
  
  
  **************
  Elite Customer Experience
  

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a new customer to ********************** and went online to their website to switch to their mobile phone service for 2 phones (my wife and I). I picked the 'Bring Your Own Phone' Plan and filled out all applicable details about the phones including providing the **** numbers of the phones. Xfinity Mobile's online ordering system told me both phones were compatible. Bringing my own phones was free which is why I decided to do it. Xfinity Mobile sent me 2 new sim cards for the phones and I ported my old numbers over to Xfinity Mobile. After switching to Xfinity mobile the service didn't work. I spent hours on the phone with them and they tried many things to get it to work but it didn't. They then told me the sim cards must be damaged and sent me 2 new ones, those didn't work either. I then gave up on trying to do this over the phone and I went into an Xfinity Mobile store (store was great, no complaints against them, only to Xfinity Mobile online). Within ********************************************* my phones weren't compatible. At this point my wife and I had not had working phones for weeks so I was between a rock and a hard place and was forced to buy phones -- which I seek refund for. Long story short. I paid $911.58 for 2 new phones ($455.79 each) on Jun 22nd. I want Xfinity Mobile to send me a check for the cost of both phones since they were dishonest and unethical on their website saying my phones were compatible when they weren't. I would never have switched to Xfinity Mobile if I knew I would have to buy phones. I sadly feel I need to report this (first time reporting to the BBB) because I can't get anyone on their end to call me back or follow up after many hours on the phone getting passed around from agent to agent. On Friday Jun 22nd, I was on the phone for 2 hours getting passed around to 6 agents who all agreed this is messed up, but no one can solve. Sadly, I feel this is my last resort reporting this. Please help.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  
  BBB of Metro Washing DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:   ***************************
  389 ***************
  ******, ** 481796
  
  Case Number:     17630014
  Date of Notice:    July 27, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  I spoke with ******************** on July 28, 2022, regarding Xfinity Mobile. Our records indicate ******************** began Xfinity Mobile service through an order on the Xfinity Mobile website on June 8, 2022, for two lines of service with 10GB of shared data and two Bring Your Own Devices. ******************** reported he was able to make and receive calls and send text messages. However, he was unable to connect to the cellular data network and was assisted by our Xfinity Mobile care team with troubleshooting on the devices. ******************** chose to purchase new devices on June 22, 2022.
  
  Xfinity Mobiles Customer agreement accepted at time of original purchase states: You may cancel a line, or multiple lines, of your service in accordance with this Agreement and our policies, which may be amended from time to time, or any specific terms associated with your Service plan. In addition, the Xfinity Mobile Website states: There is no term contract required when you sign up for Xfinity Mobile service. You can cancel service anytime without paying an early termination fee. Different carriers and manufacturers use different network technology. As a result, not all devices are made for all networks. When a device is made for use on one carrier, it may not work with the technology used on another.
  
  As courtesy credits were placed on the Xfinity Mobile account reflecting on the July 16, 2022, billing statement. Requests for additional compensation are, respectfully, denied. I apologized for any inconvenience this may have 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
  

  Customer Answer

  Date: 07/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 17630014
  
  I am rejecting this response because:

  Xfinity Mobile is lying to and deceiving customers like me by claiming phones are compatible on their website when they arent. Xfinity Mobile is arguing that because I could receive calls and texts my phones were compatible even though they acknowledge that the cellular data wouldnt work. If you ask any customer or human in America if they think a phone not having cellular data is acceptable, I doubt anyone would agree. I am extremely disappointed in Xfinity Mobiles response. How many other customers has this happened to and how many will it continue to happen to before Xfinity Mobile is held accountable?

  I never would have switched to Xfinity Mobile had I known my phones would not work. Since their website stated my phones would work I think they should be held accountable and reimburse me for the phones I had to purchase. 

  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2022, I received a bill for an outrageous amount of 500$ for using my phone in  Mexico, when I had a travel pass where I was only suppose to be charged by Xfinity 5$ a day. I was told by having this travel pass the 500$ would be waived. On my next billing cycle I saw that Xfinity never waived the 500$, so I made another call and I was transfered back and forth to different Xfinity representatives. I was under the impression that the 500$ would be waived for good this time. The next thing I did was to cancel my line after having all this issues with Xfinty mobile. Then, I find out through my Xfinty mobile app my line got suspended. I then, called and asked why they just suspended my line after I had canceled it my self. They apologized for the miscommunication. On May 16 2022 is when my line got suspended. When I took a look at why my line got suspended after I had canceled it, it stated because of the 500$ that they never waived. I called back and they said they would not continue charging me after the line had been suspended. Its been almost 3 months later and they have continued to charge me up until this day. The last bill I received was on July 26, 2022 and the bill keeps going up. Now, it states that I owe 719.83$ when I haven't used this line and it has also been suspended. My account number is **********

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ****** *****
  PO Box *****
  Tucson, AZ *****
  
  Case Number:********
  Date of Notice: July 27, 2022                     
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service. 
  
  On August 2, 2022, I spoke with ************** regarding her billing concern. On February 6, 2022, ************** added our global travel pass and traveled to Mexico on February 7, 2022. However, in order to enable the feature a phone call needs to be made to Xfinity Mobile to activate it which our records show was not done until February 8, 2022. I confirmed that we deactivated ************** services due to non-payment on May 16, 2022. 
  
  As a courtesy, on August 2, 2022, a credit was applied to the account to waive the charges incurred on the March and April billing statements. Both credits applied toward the current past due amount. I advised ************** that she still has a past due amount remaining after the credits were added. I apologized for any inconvenience this may have caused while a resolution was obtained.   
  
  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,
  
  Robert M.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to get my internet services switched to my new apartment, and was sold on the Xfinity mobile. I agreed to switch but couldnt get customer service to help me get the account switched, so I called in and waited 50 mins on hold and finally got the account cancelled. Now today I am getting a **** for the services I never used and cancelled. This is why I decided to stay with T-Mobile your customer service and wait times are the worst. Please cancel my Xfinity mobile services and DONT cancel or mess with my internet.

  Business Response

  Date: 08/05/2022

   

  
  
  
  August 5, 2022
  
  
  BBB of Metro Washington DC & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:                         *****************************
                                *********************************, #***
                                 ************, ** 32216
  
                                 Case Number:       17623398
                                 Date of Notice:      July 26, 2022
  
  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 28, 2022, I spoke with ******************** regarding his Xfinity Mobile concerns. On June 18, 2022, ******************** brought a device over to ********************** under the $45 a month unlimited data plan. Even though Mr. ********* device was never fully activated with Xfinity Mobile, he began being charged for the data plan on June 25, 2022. Once a device is added to a ********************** account, the billing for that line starts once the line is activated or when it becomes semi activated, which takes place on the 7th day after the initial order date. 
  
  On July 28, 2022, I cancelled and removed the line from Mr. ********* Xfinity Mobile account. I also applied two credits which takes care of the **** due in August 2022 and the current cycle which is due in September 2022. I apologized for any inconvenience this may have 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