Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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:06/07/2025

  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.

  In October 2023 I signed up for an account. The WiFi rate was $85. Minus discounts. There was a $45 credit for bundling my cell phone, and another $5 for setting up auto pay. Therefore by bills were for $35 per month for 24 months (October 2025). In February 2024, an Xfinity agent mistakenly cancelled my account. They restarted it, but left out the discounts. Xfinity began charging my autopay $85 per month. I caught the issue October 2024 and filed ticket ECM0010172072. This took over a month to resolve, and I had to spend hours on it. Eventually I was refunded. This started again immediately after. I opened another ticket in May ECM0014058354 to have it resolved and refunded. I have spend hours on the phone, been lied to, dropped, transferred, and treated horribly by everyone (including the loyalty supervisor) except for 1 person, who was powerless to actually help. I have been promised return phone calls that never happed. Nobody gives an email, so Im forced to do it all over the phone, wasting hours. Now they are threatening to cancel my service, despite a payment extension to June 13 ****-**** - did not give employee number - hung up on me **** - Sending me to his manager. Manager needs to send me to supervisor. They will call me back. Within 12 hours - Ticket ECM0014187092 Nobody called back Rosavelt 850 ****************** Transferred me to his supervisor Jundge Judge FN~Says ****************** cannot help. They cant override the credit department. ****** in customer service says that lll be receiving a credit. Reference number ********** - credit of $270 But that was a week ago and they are still threatening to cancel my services. It is $190. I will be paying it to avoid being send to collections and ruining my credit score. This means they will owe me a refund of $460

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *********
  , WA 98115
  
  Case Number:23437832
  Date of Notice:June 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 June 10, 2025, I spoke with Mr. ********* and confirmed he was previously subscribed to a 24-month promotional discount for the Gigabit Internet package. Additional services and modem are not included in the package price. This package was effective October 17, 2023, and would expire on October 17, 2025, at which time, retail rates would apply. The account also received a monthly self-service discount with enrollment in both automatic payments and paperless billing. Should either self-service option be removed the discount would no longer apply. This package included a Xfinity Mobile discount, so long as a new Xfinity Mobile line was activated within 90 days from the effective date of October 17, 2023. On November 12, 2023, Mr. ********* activated a new Xfinity Mobile line which resulted in the discount.
  
  On January 31, 2024, a disconnection of service was ordered effective February 20, 2024. On February 20, 2024, Mr. ********* spoke with a representative during which time, he re-ordered the service and subscribed to a 24-month promotional discount for the Gigabit Internet package. Additional services and modem are not included in the package price. This package was effective February 20, 2024, and will expire on February 20, 2026, at which time, retail rates will apply. Due to the disconnection of service effective February 20, 2024, the Xfinity Mobile discount was removed. The Xfinity Mobile discount only applies to the activation of a new Xfinity Mobile line and was therefore not included when the service was re-ordered on February 20, 2024.
  
  During my conversation with Mr. ********* on June 10, 2025, I applied a promotional credit for 12 months. This promotional credit will begin on the June 15, 2025 billing statement, and will expire on the May 15, ************************** addition, I applied a credit to the account on June 10, 2025, as a courtesy. This credit will reflect on the June 15, 2025 billing statement. I reviewed with Mr. ********* what his future bills will be, and also explained that as a result of the promotional credit, the account will not be interrupted due to nonpayment. Mr. ********** account is in good standing and has not been reported to a credit bureau. I apologized 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,
  
  
  ****** *.
  Elite Customer Experience
  
  

• Initial Complaint

  Date:06/07/2025

  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.

  BEING CHARGED TWICE FOR BILLING ON MY BAN ACCOUNT 06/06/2025 COMCAST-XFINITY CABLE SVCS ACH Transaction -$115.27 pending $1,147.21 oNCE HERE AND THEN AGAIN HERE COMCAST-XFINITY CABLE SVCS I NEED ANSWERS I CAN NOT GET HELP AT COMCAST ABOUT THIS CAN NOT GET ANYONE TO HELP EITHER I GET ANSWERS FROM THEM OR I CANCEL COMCAST AND GO TO ANOTHER CABLE SUPPLIER i NEED ANSWERS FROM THE COMPANY

  Business Response

  Date: 06/23/2025

  
  June 23, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   **** ******
           ************************************************************
           **************************
  
           Case Number: 23437455
           Date of Notice: June 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 June 11, 2025, I spoke with Ms. ****** to discuss all concerns. I explained our records indicate on April 16, 2025 the first billing statement issued for services billed from April 16, 2025 through May 15, 2025. On April 18, 2025, a payment was received covering the cost of the April 16, 2025 statement balance. On May 5, 2025, an additional payment was received and applied to the account. On May 12, 2025, a billing statement was issued reflecting a zero-dollar balance which included a credit balance forward due to the payment received on May 5, 2025 and new charges for services billed from May 16, 2025 through June 15, 2025. 
  
  On June 4, 2025, a payment was received and applied towards the account resulting in the account reflecting a credit balance. The payment received along with the credit balance appeared on the June 12, 2025 billing statement. I explained that we have no record of the payment in question received on June 4, ********************************************************************************************************* being received to the account. When speaking with Ms. ****** on June 11, 2025, she confirmed the payment in question received on June 4, ************************************************************************************************************************************** error. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *. 
  Executive Customer Relations 

• Initial Complaint

  Date:06/06/2025

  Type:Delivery 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 March 31, 2025, I signed up for the Xfinity Mobile promotional offer of three unlimited lines for $40/month for one year, as presented to me at the time. Based on this offer, I made the decision to leave my previous mobile carrier.However, this promotion has not been honoredI have been consistently charged $60/month instead. I have contacted customer support multiple times (in ****** **** and again in June) to resolve this issue, they have given me a one time credit of $20, but the issue remains unresolved.The order confirmation email I received on 3/31/25 clearly states that my plan includes 3 unlimited lines for $40/month. My order number is *******************.I respectfully request that Xfinity Mobile honor the original promotional terms that were offered and confirmed at the time of activation and adjust my billing accordingly.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  
  Better Business Bureau
  **********************************************************************************
  *********************
  
  Re:       ***** *******
  
              , NJ 08053
  
              Case Number:                      23437040
              Date of Notice:             June 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** *******.
  
  On March 31, 2025, ***** ******* purchased Xfinity Mobile service for three customer-owned devices. At that time, ********************** offered 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 purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ***** ******* satisfied the promotional requirements, but the promotion did not reflect on the account. On June 16, 2025, I applied a credit, equal to the value of the promotion, to the account in lieu of the promotion.
  
  Unfortunately, all contact attempts were unsuccessful. The Xfinity Mobile agent left a message with direct contact information.
  
  Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ****** *.
  XM Executive Resolutions
  ********************************
  

  Customer Answer

  Date: 06/24/2025

  [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. I thank Xfinity for the efforts made to honor the original promotion.
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:06/06/2025

  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 have had horrible internet service since day one! So I ordered 2100 mbps of internet. I ended up with 400 mbps. I set an appointment then no one showed up after waiting all day. When I asked about it I was told the appointment was canceled. Then they came out 3 times. First time they changed the cable that is coming into the house. Did not to improve service. Still the same 400 mbps. Then the next tech that came out climbed the power pole and said I see what the problem. You need a new connector. So he changed it out and left. My Mbps went from 400 to 32mbps. The third guy they sent out climbed the power pole and said the last senior technician didnt clamp the connector on one end. He was scared to clamp it because his boss told him not to because they didnt know if it had current on the line. So Im sit here all day again with lagging internet service forgotten about. Then it took over an hour to get someone on the phone. It should not be that hard to fix a cable connection!

  Customer Answer

  Date: 06/09/2025

  The business rep **** with comcast called today and left a message for me to call him back. I called back within 10 minutes and got his voice mail. I have since called him back 3 times and left messages. Still no response! 

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* ********
           ********************;
           *****, MS *******************        Case Number: 23436770
           Date of Notice: June 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 May 23, 2025, a service visit was scheduled for May 24, 2025, to address the reported service issues however, on May 23, 2025, the service visit scheduled for May 24, 2025, was cancelled due to an outage related issue in ******* McGuffees area. On June 3, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by reprovisioning the wireless modem as well as referring the service concerns to maintenance for additional assistance.
  
  On June 5, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective wireless modem as well as replacing defective connectors at the outside drop. 
  
  On June 7, 2025, a service visit was scheduled during which time the technician advised that ******* ******** cancelled the service visit while onsite to investigate the reported service issues however, the technician failed to cancel the service call on June 7, 2025, as completed. 
  
  On June 11, 2025, the service visit pending from June 7, 2025, was rescheduled to June 11, 2025, to ensure the service call was correctly cancelled in the billing system. On June 11, 2025, the service visit was rescheduled to June 11, 2025, and was cancelled in the system. 
  
  On June 10, 2025, I spoke with ******* ******** wherein a service visit to address the service issue was declined and ******* ******** requested to terminate services. On June 10, 2025, I disconnected the account reflecting the effective disconnection billing stop date of June 10, 2025, as requested by ******* ********.
  
  On June 5, 2025, a credit was applied to the account to cover the loss of service received from May 24, 2025, to June 4, 2025. The credit reflected on the June 11, 2025, billing statement. On June 11, 2025, the account generated a credit balance and the credit balance along with the credit received on June 5, 2025, appeared on the June 11, 2025, billing statement. 
  
  On June 12, 2025, a credit was applied to the account to cover the loss of service received from June 5, 2025, to June 9, 2025. The credit received resulted in the account generating an updated credit balance to the account on June 12, 2025. The updated credit balance along with the credit received will appear on the final billing statement dated July 11, 2025. Due to ******* ******** no longer being a customer or having active services, we are unable to provide a solution or further address the service issues.
  
  On June 13, 2025, I spoke with ******* ******** and explained that the remaining credit balance is unable to be issued or released as a refund until the subscribed Comcast equipment on the account is confirmed as returned and removed from the account. To obtain a refund, it is required for ******* ******** to return the Comcast equipment to a Comcast service center or *************************** store within his area at his earliest convenience and within 30 days to avoid unreturned equipment charges. 
  
  On June 18, 2025, the equipment in question was removed and on June 20, 2025, a credit card refund processed on the account . We will follow up with ******* ******** to ensure receipt of the refund. 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:06/06/2025

  Type:Customer Service 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.

  Xfinity customer service is useless. Tried to contact my supposed *** and they said not possible. Issues with bill and cell service have never been resolved. Will not connect you with us service. Supervisors are as useless as agents.

  Business Response

  Date: 06/17/2025

  
  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** ********
  WA 98226
  
                  Case Number:      23436287
                  Date of Notice: June 7, 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 June 12, 2025, I corresponded with Mr. ******** via email regarding his Xfinity Mobile concerns. However, *********** declined assistance. In order to resolve the service issues,cooperation is necessary.
  
  With respect to Mr.Ericksons billing concerns. Our records confirm that Mr. ******** is subscribed to four lines of the ************** plan and has a monthly payment for an ******** ************ No changes have been made to the account in the last six months and the billing on the account is accurate. I apologize 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 ****************************-2834.
  
  Sincerely,
  
  
  ******** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service 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 received a message that I am no longer a customer when I attempted to get on to my ******************** service. After 3 or more hours with them on chat the information I gathered is as follows. The disconnected my service that was not authorized and are trying to force me into another plan that is more expensive than I have. I am told they simply can not honor the original plan because it is no longer offered. The reason for disconnection is not clear. I was current on my bill.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  
  BBB of ******************* & *************************;
  ***************************************************************************************;
  ***************************; 
  
  Re: ***** *****
  **********************************************************************************
  
  Case Number:23435860
  Date of Notice: June 6, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  I attempted to contact ***** ***** via email and telephone several times to address all concerns. However, my attempts were unsuccessful.
  
  Our records indicate that Ms. ***** subscribed to a 24-month promotional discount for Gigabit Internet service and xFi Complete at a promotional monthly rate, effective April 13, 2024 through April 12, 2026, after which time standard retail rates would apply. The promotion also included ******* premium at no cost through April 12, 2026, at which time standard retail rate will apply if Ms. **** chooses to continue service. The rate did not include any additional services, equipment charges, or applicable taxes, and fees and are subject to change.
  
  Additionally, Ms ***** was receiving a monthly discount for enrolling in paperless billing and automatic payments using *************** account. The account was also receiving an Xfinity Mobile Discount monthly through May 8, 2026, and another Xfinity Mobile Discount monthly through June 8, 2026. 
  
  On June 6, 2025, Ms. ****os account was inadvertently disconnected due to another customer ordering service at her address. Subsequently, on that same day, Ms. ****os account was restarted, and she accepted a 24-month transitional promotional offer for Gigabit Internet services. The first-tier monthly rate is effective June 6, 2025 through June 5, 2026. On June 6, 2026, the promotion will transition to the second-tier monthly rate through June 5, 2027. Additionally, a 12-month promotional discount for xFi Complete at no cost was applied to the account, effective June 6, 2025 through June 5, 2026. The promotion also includes Peacock premium at no cost through June 5, 2027. At the conclusion of these promotional periods, the standard retail rates will apply. The rates do not include additional services, equipment charges, or applicable taxes and fees, which are subject to change. Additionally, Ms ***** receives a monthly discount for enrollment in paperless billing and automatic payments via a credit/debit card.
  
  On June 7, 2025, a six-month service discount was applied to Ms. ****os account, effective through November 2025. Additionally, a one-time credit was added equal to three more months of the aforementioned service discount. These adjustments will be reflected on the July 1, 2025 billing statement.
  
  To resolve any remaining concerns, contact with Ms. ***** is necessary. 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:06/06/2025

  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.

  hi, my home address is ****************************************************************** im an Xfinity customer Im 74 years old. We called ********************** to see how to lower our bill and they told us we had outdated and needed to get this new modem. They sent us the modem and Im a building contractor. I dont know the first thing about computers and itdidnt work we called customer service and they wanted to charge us $150 to send a technician out to hook it up. We felt very hustled then they tried to upsell us on new cell phone saying our cell phones were no good. I believe they weretrying to take advantage of us because were ignorant about computer technology. My wife had to drive all the way to ********* to ********* to return new modem and request that we have the old system hooked back up. I hooked it up. It doesnt quite work properly we asked to have a technician out to help hook it up and they said to try it for a couple days first, I believe we were taking advantage of our oldsystem worked fine. We did not need an upgrade. The whole thing cost us two days of stress that we didnt need. We didnt need the upgrade our old equipment worked fine. Were keepingthe old equipment. The gentleman we talk to in customer service at ********************** was a polite nice enough guy however he didnt seem to know what to do on our situation because we are rural and we do not have cell phone towers. He didnt seem to know how to make our system work he continually tried selling us products we didnt need and he didnt understand that were rural and we dont have cell towers out here so when we unplugged the system, we had no way of calling him. all around. I felt very hustled and scammed into some equipment. I dont even need.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  
  BBB of ******************* & ********************
  *************************************************************************
  **********************  
  
  Re:       *** ******
              ******* 338
              *********,CA 94060
  
  Case Number:                    23435740
  Date of Notice:              June 6,2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ****** regarding Xfinity service.
  
  I attempted to contact Mr.*** ****** via email and telephone several times to address all concerns; however,my attempts were unsuccessful.
  
  Our records indicate that ********* was previously subscribed to the legacy package, Ultimate Triple Play at a monthly retail rate. The rate does not include additional services, equipment charges, or applicable taxes and fees, which are subject to change.
  
  An unsuccessful self-installation occurs when a customer receives a Getting Started kit and experiences issues when attempting to connect the equipment or activate the service. Customers must attempt to activate services using the Xfinity app to avoid potential charges for a professional installation. The in-app experience provides easy-to-follow instructions to install and activate their services.
  
  Customers are charged a professional installation fee (technician recovery) for unsuccessful self-installations if scheduled within 30 days of receiving a Getting Started kit. Theyll be charged for any repairs, replacements, or reconfigurations of inside wiring, activating outlets, and if no attempt was made or they attempted incorrectly to install the Getting Started kit. These charges also apply for service issues on any line of business (LOB), regardless of which LOB the Getting Started kit was for. 
  
  On June 2, 2025, Mr. ****** accepted ************ Xfinity Voice Premier at monthly retail rate.Additionally, a 60-month promotional offer for Gigabit Internet service,effective June 2, 2025 through July 3, 2030, at which time standard retail rate will apply. The pricing includes a discount for having three products. The rates do not include additional services, equipment charges, or applicable taxes and fees, which are subject to change. The service order included shipping a self-install kit Xfinity XB8 wireless gateway for ******************* Internet service and as a replacement to his XB3 wireless gateway.
  
  On June 4, 2025, the self-install kit was delivered to Mr. ****** via ********************** (***). However,the self-install kit Xfinity XB8 wireless gateway was never activated, and it was returned and removed from Mr. ******* account on June 6, 2025.
  
  An internal review of the signal levels to the residence confirmed are within the appropriate specifications. Should there be any continuing service issues, ********* is encouraged to schedule a service visit to further investigate.
  
  On June 19, 2025, a credit was applied to the account to waive the shipping and handling fee charged on June 6, 2025. Additionally, a courtesy credit was applied to the account that same date. These credits will be reflected on the July 3, 2025 billing statement. 
  
  To resolve any remaining concerns, contact with Mr. ****** is necessary. I apologized for any inconvenience that 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,
  
  
  ***** ** *.
  Case Manager | Executive Customer Relations
  
  
  
  

• Initial Complaint

  Date:06/06/2025

  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.

  I paid $50 for bill and cell phone is included for NOW account in December 2024. I owe a balance and was told to pay $133 and I will have to pay $29 plus $60 for 3 months in April. I paid $150 and then received a call from Comcast that I can pay $50 month to included equipment, taxes and phone for 2 years. I tried to pay bill Yesterday 6/5 bill date payment did not go through. Paid $50 today service went through and now I have to pay $20 in taxes, but it is saying for cell phone device on recorded line. Every month I have a person call changing something. I believe someone is trying to access my phone number and account. Please investigate and send to police if necessary because it is always a foreign calling to make these changes. I can be contacted at **********, brooklyn13 ******************** Thank you.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  Better Business Bureau
  ********************************************************************************
  **********************
  
  Re:      ******* *******
              7322 P.O. Box
              *******, ** 19047
  
              File Number:             23435666 
              Date of Notice:             June 6, 2025
  
  Dear Sir/Madam:
  
  This ****** responds to the above-referenced complaint submitted to your office by ******* *******.
  
  Comcast investigated Ms. ******** concerns and did not find evidence of unauthorized account access or changes to her Xfinity Internet or Xfinity Mobile services.
  
  With respect to Ms. ******** Xfinity Mobile billing concerns, Ms. ******** Xfinity Mobile account consistently reflected a past due balance because several automatic scheduled payments failed to post to her stored payment method.[1] On June 3, 2025, Ms. ******* line of Xfinity Mobile service was suspended due to nonpayment. On June 6, 2025, Ms. ******* submitted a payment that cleared her past due balance, and her line of Xfinity Mobile service was restored that same day.
  
  A Comcast ***************** Assurance technician and an Xfinity Mobile representative made several unsuccessful attempts to contact Ms. ******* to advise her of the above information and discuss her concerns. The technician and representative left messages providing their direct contact information so that Ms. ******* can contact them for further assistance.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  ************
  
  
  [1] Per Xfinity Mobile Customer Agreement, ********************** subscribers are required to pay their bills via scheduled, automatic charges to a stored payment method each month: ***************************************************************************************.

• Initial Complaint

  Date:06/06/2025

  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 am not liable for this debt with Comcast I do not have a contract with TRUEACCORD CORPORATION they did not provide with the original contract as requested.

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* ********
              *************************************************
              Conyers, GA 30094
  
                Case Number:                    23435275
              Date of Notice:             June 6, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******** regarding Xfinity service.
  
  Our records indicate that on September 10, 2024,******* ********' account (ending in 4797) was disconnected. The disconnected account reflected a remaining balance for service charges billed up to September 10, 2024. A payment for the remaining balance was not received and the account was referred to a collection agency on November 9, 2024. The remaining balance is accurate, and the account followed the appropriate collection process.
  
  On June 16, 2025, I spoke with ******* ******** who declined to authenticate the account to confirm she was the account owner. Customers must authenticate their identity to ensure unauthorized people are not provided detailed account information. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me **************.
  
  Sincerely,
  
  ****** *.
  Executive Customer Relations
  **************

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to a new place. I called Xfinity on May 3rd 2025 to move my internet. The customer service representative offered me a mobile account while helping me. I declined. Somehow she did activate a line and said that she wasn't unable to cancel it. I talked to 2 other representatives. Nothing was done. I had to wait for Xfinity to send a package with a phone and waste time going to a physical store to return it and then request a cancellation of the line. The store was unable to help me and told me to call customer service again. I returned the package, unopened, via ***** on 5/19. The representative promised that the line would be canceled and all activation and related charges would be refunded. I got an email on 5/27 saying that Xfinity had received it. Today 6/6 I got a message from Xfinity thanking me for "adding a line with Xfinity mobile." I'm very irritated that this company is unable to cancel services I never wanted. This is a waste of my time. **************** and the stores are not helpful either. I need this resolved ASAP. My time is valuable and I should be compensated for it. I request that BBB mediates so this issue gets resolved for good. Thank you.

  Business Response

  Date: 06/20/2025

  
  June 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** ************
  *******************************************************
              **************************
  
  File Number: 23435247
  Date of Notice: June 6, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ************.
  
  I made several attempts to contact ******** ************ via telephone and email. Although I was unable to reach ******** ************, a review was completed on the account. Our records indicate *************** placed an order for a ******* Galaxy A26 device with one line of service on the ************** option.
  
  On May 10, 2025, a return was processed for the ******* Galaxy A26 device. On May 27, 2025, the device was returned, the line cancelled, and the device removed from the account. Per ********************** Customer Agreement, a restocking fee will be deducted from any refund due. A refund was not processed due to the restocking fee exceeding the initial amount that was paid. As per Xfinity Mobile Customer Agreement, Ms. ************ was billed for a line set up fee and is reflected on the May 10, 2025-June 9, 2025,billing cycle invoice. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  ********************************