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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:06/06/2025

  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 am filing this complaint because Comcast Business billed my business for services that were never installed or activated. Despite my repeated calls, emails, and confirmations from Comcast representatives that the services were not installed, my account was billed for non-existent service, charged an unjustified Early Termination Fee, and eventually referred to a debt collection agency. This has resulted in significant stress, wasted hours, and potential harm to my business credit profile.Impact to Me and My Business I have spent over 25 hours across multiple months trying to resolve a billing error for a service that was never provided. I have suffered significant stress and anxiety over the constant threat of collections, despite having documented proof. My account was referred to collections unlawfully, jeopardizing my business credit profile. Comcast representatives acknowledged internally that no services were rendered and credits were due yet the issue remains unresolved.A detailed timeline and record of communications with names and dates are attached. A copy of all emails referenced in the *** attachment can be provided.

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ****
  
              ,**. 94568
  
              Case Number:                      23435173
              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 Comcast Business service.
  
  On June *******, I corresponded with ****** **** regarding an early termination fee and final balance concern.Upon review of the account, our records confirm we have waived the early termination fee by applying a credit to the Comcast Business Enterprise account and the final balance reflects as $0.00.
  
  Additionally,on June 12, 2025, I advised ****** **** we sent the recall order to the collection agency and stopped all collection activity. I apologize for any inconvenience experienced while resolving this issue and thanked him for his time and patience.
  
  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:

  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 not a customer of ********************** but when I contacted ************** regarding the work being done in my neighborhood they said they have nothing to do with why Xfinity was at my home 10:45pm on May 29th. I was told to contact Xfinity directly HOWEVER, I called the 800 number but cannot obtain a customer service representative because I am not a customer. On May 29th they placed a temporary line running from the box, through the side of my yard (not impinging easement) and ran the line all the way through my backyard (impinging on easement) and my neighbors. Xfinity then came back on Tuesday 6/3 and dug a HUGE hole to get to their underground box, repaired the line, and did not leave me and my neighbors lawn the way they found it. I have a huge mound of dirt and rock. No flattening of the dirt, no grass seed, nor straw to cover the seed. I would like them to come please fix my yard they have torn up. If you need additional pictures, I can provide those for you.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ********
              **************************
              *******, MI 48917
  
              Case Number:              23435071
              Date of Notice:             June 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** ********.
  
  On June 9, 2025, I spoke with ***** ******** regarding their concerns. I confirmed the line in question was run and buried within the easement. As of June 17, 2025, repairs to the lawn were complete, and additional site cleanup was performed on June 21, 2025. I attempted to follow up with ***** ******** on June 23, 2025;however, my attempt was unsuccessful. I left a detailed message with my direct contact information should ***** ******** require additional assistance.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

  Customer Answer

  Date: 06/25/2025

  [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.  They did repair and come back to retrieve additional rocks that may be harmful to me and my neighbors lawn mowers. 
  
  Regards,
  
  ***** ********
  
  

• 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 recently changed phone companies in March of 2025. I went to ***** they are to pay off my phones that I had with Xfinity Mobile. That process was delayed due to wrong information given to me and a lack of supplying the proper information to get the payment processed to me by their sales *** to pay off the phones. **** is requiring an itemized bill of my previous phones in order to give me the payment. Xfinity refuses to give me the correct information in order to pay their bill and have now sent me to collections. It's almost as if they don't want their money and rather ruin my credit instead. Stating since I am no longer a mobile customer they cannot give me the correct billing information to get the money to pay them. I have called them, over and over and over and I am getting no assistance with this. I am also still a customer of theirs with their home security..

  Customer Answer

  Date: 06/16/2025

  They reached out to me, I told them about the information and legal documents that I needed from them. I was told I would receive something within 24hrs of the call and I havent received anything and its been over a week. They left me no information to call them back or nothing.

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                      Case Number:                     23435127
              Date of Notice:             June 6, 2025
  
  
              *********** ******
              **************************************
              *********,** 97123
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********** ****** regarding Xfinity service.
  
  I spoke with Mr. ****** on June 9, 2025, and confirmed he does have access to the online mobile account and can view the monthly billing statements.  Our online bills break down the device payment plans per line as much as we are going to. If the customer is requesting a bill breakdown, the customer would be able to view that information under the "Device Tab" via the online mobile account they want to determine what each line represents individually.
  
  On March 18, 2025, only two active lines were disconnected per the customer's request, and the ********************** account generating the prorated billing statement was issued on April 1, 2025.
  
  The account also reflected unpaid device balances applied on April 18, 2025. On September 13, 2024, an iPhone 16 Pro Max was purchased with a 24-month device payment plan; on April 18, 2025, the remaining device balance was applied to the account.
  
   On September 13, 2024, an iPhone 15 Pro Max was purchased with a 24-month device payment plan; on April 18, 2025, the remaining device balance was applied to the account.
  
  On September 20, 2024, an Apple Watch Ultra 2 was purchased with a 24-month device payment plan; on April 18, 2025, the remaining device balance was applied to the account.
  
   On November 21, 2024, an iPhone 14 was purchased with a 24-month device payment plan: on April 18, 2025, the remaining device balance was applied to the account.
  
  On November 21, 2024, an iPhone 14 was purchased with a 24-month device payment plan; on April 18, 2025, the remaining device balance was applied to the account.
  
  On May 19, 2025, the past due balance was written off and payment is required to remove the account from collections. 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 at ********************************.
  
  Sincerely,
  
  
  ********* *.
  XM Executive Resolutions
  

• 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.

  Hidden charges like charging ***** for one channel and unwanted pork. My bill should be ****** and Im being charged ******. Falsifying paperwork to make it the consumers fault. Having an automated service that does does not allow speaking to a representative. I contacted the corporate office which was completely unsatisfactory.

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* **********
           *************************, Apartment 1427
           *****************
  
           Case Number: 23434764
           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.
  
  On June 12, 2025, I spoke with Ms. ******* ********** at which time she expressed that she no longer wished to continue the discussion and indicated her intent to explore switching providers due to her overall experience. I reviewed the account and confirmed that on April 2, 2025, Ms. ********** provided web consent approval for a Gigabit Internet promotional plan at a discounted monthly rate. The promotion included a contractual agreement effective from April 7, 2025, through April 7, 2027, and billing dates from April 7, 2025, through April 6, 2027. The plan includes a monthly modem rental at no charge and a monthly service discount for 24 months billing dates from April 7, 2025, through April 6, 2027. Additional services include Stream Saver and a Storm Ready Wi-Fi device (billed in 36 monthly installments). The account also receives a discount for enrollment in both automatic payments and paperless billing with a credit/debit card and a monthly contract discount.
  
  
  On April 7, 2025, Ms. ********** provided email consent approval for an updated service package that included Gigabit Internet with ********* at a promotional monthly rate. The promotion is effective April 7, 2025, through April 6, 2027 after which time retail rates will apply. Additional services include Stream Saver and a TV Box. The account also receives a discount for enrollment in both automatic payments and paperless billing with a credit/debit card and a two-product discount. On April 8, 2025, a technician completed an installation of services, and the account was billed an installation fee. On April 9, 2025, Ms. ********** provided email consent approval for the addition of several services, including the Sports & News package, TV Box, and ******* Premium. This package also included a monthly discount for enrollment in both automatic payments and paperless billing with a credit/debit card. On April 9, 2025, Ms. ********** provided verbal consent approval to add an additional TV Box billed monthly. On April 9, 2025, an additional installation fee was billed for the activation of an inactive outlet. On April 9, 2025, Ms. ********** provided web consent approval to remove the additional TV Box. 
  
  The May 3, 2025, billing statement reflected partial charges for changes, regular monthly charges, installment and one-time charges, taxes, fees, and other charges and for new charges. On May 6, 2025, a credit was applied to the account for the installation fee billed on April 9, 2025, reducing the balance due. On May 28, 2025, a payment was processed via automatic payment, and the credit was reflected on the June 3, 2025, billing statement. The June 3, 2025, billing statement showed a new balance. On June 1, 2025, Ms. ********** provided text consent approval to add the More Sports & Entertainment package billed monthly. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations 
  

• 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.

  In around August 20, 2024, I went to the Xfinity store in *********, ******* to set up home Internet service. After payment, I was given a router and a cable for self-installation. However, after returning home, I found the cable was not compatible with the network port in my apartment, so installation was not possible.I contacted Xfinity online support, and after discussion, they agreed to send a technician for installation at no extra cost, since the issue was caused by the equipment they provided. The technician came on August 21 but couldnt complete the setup due to a missing part. He suggested we schedule another appointment.We did so, but over the next three days, no technician ever showed up, even though online support repeatedly told us that someone would come and asked us to stay home to wait. We stayed at home the entire time, but no one came. Worse, we received automated texts saying the technician canceled the visit due to no one being home, even though no technician ever contacted us, called, or even checked in at the apartment front desk.Frustrated, we went back to the store on August 22 to cancel the service. The Internet was never activated, and the store staff confirmed there was no amount due.However, in September, we received a letter saying we owed $107.10 for the technician visit. We contacted online support again, and they confirmed we didnt need to pay and that the charge would be removed. But until now, the charge still exists.I believe we are not responsible for this amount. The service was never installed, and the failure was due to Xfinitys equipment and technician scheduling. We confirmed multiple times with Xfinity that we owe nothing. This charge is unreasonable and should be removed.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      Zhoubo ***
              *************************
              *******,IL 60615
  
              Case Number:                      23434608
              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 Zhoubo *** regarding Xfinity service.
  
  On June 9, 2025, I spoke with Mr. *** regarding his concerns. Our records reflect on August 17, 2024, Mr. *** signed for Xfinity service using ************************ and opted for a professional installation to be completed on August 20, 2024. However, the order was incorrectly completed as a self-installation on August 17, 2024, and the account was billed a professional installation fee on the same date. The fee was reflected on the August 17, 2024, billing statement.
  
  On August 17, 2024, a service-visit was scheduled to be completed on August 19, 2024. On August 19, 2024, the service visit was closed after the technician was unable to reach Mr. *** while onsite. On August 19, 2024, another service-visit was scheduled to be completed on August 20, 2024. On August 20, 2024, the service visit was closed after the technician was unable to reach Mr. *** while onsite. On August 20, 2024, a service visit was scheduled to be completed on August 21, 2024. On August *******, the service visit was closed after the technician was unable to reach ****** while onsite.
  
  On August 21, 2024, Mr. *** requested to disconnect his account. However, due to representative error, the stop billing date was entered as August 21, 2024, instead of August 17, 2024,to honor the 30-Day Guarantee. A credit was not applied for the installation fee charge applied. The final balance was reflected on the August 21, 2024,billing statement, consisting of the professional installation fee and services billed. The balance due was reflected again on the September 21, 2024, billing statement.
  
  Payment was not received, and on October 20, 2024, the balance was charged off to third-party collection,which was reflected on the October 21, 2024, billing statement.
  
  On June 9, 2025, I applied a credit to clear the balance. The credit will be reflected on the June 21, 2025,billing statement. The collections agency will be automatically updated of the billing correction on June 9, 2025, and the records will be updated within 30 to 45 days. Mr. ***s credit report will be updated within 30 to 45 days. 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,
  
  
  **** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/06/2025

  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/Comcast for continued fraudulent billing after I had already moved and requested service cancellation.Despite multiple calls and confirmations, they failed to disconnect my service at my previous address for two full months. During this time, they charged me a total of $131. Then they billed me an additional $59 for the month before cancellation. And now, outrageously, they have sent me another $59 bill even though the service was supposed to be stopped long ago.This is a blatant scam. I was misled, ignored, and overcharged. Their customer service has been unhelpful and dishonest throughout this process. I am demanding a full refund and a complete stop of any further billing. If no resolution is provided, I will cancel all services and move to another *********** also filing this complaint with the ***, BBB, and the ********************************.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ********** ********
              ****************************************************
              *********, FL 33020
  
              Case Number:              23434549
              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 ********** *********
  
  On April 3, 2025, Ms. ******** requested to transfer her services to her current account number ending in 3771. On April 3, 2025, Ms. ******** consented via text message (SMS) to Connect Internet at the retail rate. The order included a professional installation, which was completed on April 3, 2025. On April ******, the account was billed for the accepted professional installation fee.
  
  On May 27, 2025, Ms. ******** consented via email to a 12-month contractual agreement for Connect More Internet, at a promotional rate. The contractual agreement is effective from May 27, 2025, to May 27, 2026.
  
  On May 23, 2025, a courtesy credit was applied to waive the installation fee applied on April 3, 2025.
  
  On May 27, 2025, a disconnection order was entered for Ms. ********* previous account number ending in 2282. On June 6, 2025, the disconnection order was completed with a stop billing date of May 27, 2025. On June 6, 2025, the remaining credit balance was transferred to the current account (ending in 3371) and will reflect on the current accounts July 1, 2025 billing statement.
  
  On June 10, 2025, a credit was applied to the current account (ending in 3371) for the services billed on the previous account (ending in 2822) from April 3, 2025, through May 26, 2025.The credit will be reflected on the July 1, 2025 billing statement.
  
  On June 10, 2025, I emailed this information to Ms. ********* Should you have any questions or need additional information, please contact me at **************
  
  Sincerely,
  
  
  ******-*** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/03/2025

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

• Initial Complaint

  Date:06/06/2025

  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.

  2.5 months ago my cable line was cut underground in the utility easement between my property line and the street, and a temporary cable was run across my neighbors and my driveway. The cable needs to be run underground. Given the length of time Ive waited I feel I have been very patient and am no longer willing to listen to excuses about why there are delays.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* ******
               *********************
               ***********, ** 87109
  
              Case Number:              23434288
              Date of Notice:             June 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* ******.
  
  Upon receipt of this complaint, I spoke with ******* ******, and an investigation was conducted into the concerns raised. It was determined that the burial of the line in question was delayed due to a pending span replacement in ******* ******* area. On June 17, 2025, the span replacement was complete, and the line in question was buried on that same day. On June 23, 2025, ******* ****** confirmed that the line in question was buried, and all services are working as intended.
  
  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.
  
  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.

  Comcast sent me an email this week on June 3, 2025 asking me to upgrade my equipment because my current equipment does not support their higher internet speeds. When I open the link, the first device that I see on the list of supported devices is my current modem. The second device on ********************'s list is my previous modem. I also purchased a Netgear Extender recently to improve my speeds but it is still not improving. Comcast keeps blaming me for poor internet connection, but I am only using modems that support Comcast Xfinity's high speed internet. My internet continues to experience poor network quality.

  Business Response

  Date: 06/24/2025

  
  June 24, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:
  Case Number:23433732
  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.
  
  On April 25, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by recommending the customer-owned modem be replaced with a ******************** modem to provide adequate speed. A speed test was performed at that time, and the technician confirmed Mr. *** was getting 600 through 800 MB per second. On June 13, 2025, I spoke with Mr. *** and verified that services are working correctly.
  
  On June 5, 2025, a billing credit was provided via self-service, and additionally, on June 6, 2025, Comcast representative applied a credit for the service issues. These credits reflect on the June 11, 2025 billing statement. 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 at **************.
  
  Sincerely,
  
  
  ******** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/06/2025

  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.

  I made a payment arrangement with Xfinity to pay my past due balance of ****** on may 29th 2025. I satisfied payment arrangement and paid the agreed amount of ****** via my **** ending in 9995. Four days later on June 2 2025, Xfinity charges ******, the same amount I just paid to my bank account ending in 1348, which causes my personal bank account to go into the negative because i dont have the available funds because I already paid this amount four days prior. I am unemployed currently and just coming off of Disability from shoulder surgery. Xfinity took the last 250 dollars I had to live off of and is refusing to refund the double charge. They are agents from ***** who keep lying about giving me.a refund and discounts and now are requesting bank statements from me in order to refund me which I refuse to do. It's been four days, 6 phone calls, hours on the phone and no one can resolve this very clear issue. Had to file a dispute with my bank but in the mean time, I am still out the ****** xfinity stole from my bank account.

  Business Response

  Date: 06/13/2025

  June 12, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************
  Suite 1330
  *********************
  
  Re:       ****** *****
              ******************
              *******, ** 08106
  
              Case Number:                    23433600
              Date of Notice:             June 6, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** *****, regarding Xfinity service.
  
  On June 6, 2025, I spoke with ****** *****, regarding a refund request. On May 29, 2025, ****** ***** made a payment from her bank account, which was still pending in our system. This was the reason her refund request was being denied. ****** ***** was informed; proof of the May 29, 2025, payment will be required to process a refund. ****** ***** did not upload supporting documents.
  
  Account billing records reflect there was a onetime payment made on May 28, 2025, via credit card. Previously on May 14, 2025, ****** ***** created a promise to pay payment arrangement to be deducted on May 29, 2025, via checking account. This was the reason ****** ***** had two payments deducted.
  
  On June 11, 2025, I spoke with ****** *****. I confirmed with ****** ***** that she received a refund from her banking institution for the May 29, 2025, payment.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******** *.
  Executive Customer Relations
  
  
  

• Initial Complaint

  Date: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.

  May 7, 2025, my husband and I began the process of upgrading both of our phones and watches. The employees at the store made error after error during our transactions that had cost us 10 hours in person in the stores trying to get this all corrected. We have spend several more hours on the phone with Xfinity working to get this corrected. Promotions and coupons were not applied to our account, transactions were done incorrectly causing us to have multiple devices on our account that we did not have. The store assistant manager asked for a 10 out of 10 rating and when we did not give that, they were no longer able to help us.We are now a month into this process and still do not have all of the pieces resolved. The last thing we are waiting for is a $300 coupon that I should have had applied to the purchase of my watch.

  Business Response

  Date: 06/25/2025

  June 25,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *****
              ***************
              *******,** 17033
  
                  Case Number:                      23433447
              Date of Notice:             June 9, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** *****, an authorized user on the account.
  
  On May 7, 2025, ****** ***** purchased an Apple iPhone Pro Max 256GB IMEI ending ******* that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****** ***** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  On May 7, 2025, ****** ***** purchased an Apple Watch Ultra 2 IMEI ending 5665, with a Device Payment Plan spread out over 24 months.
  
  On May 8, 2025, ****** ***** purchased an Apple iPhone Pro Max 256GB IMEI ending ******* that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost
  
  ****** ***** satisfied the promotional requirements and is currently receiving the promotion as intended
  
  On May 8, 2025, ****** ***** purchased an Apple Watch Series 10 IMEI ending 4866, with a Device Payment Plan spread out over 24 months. On May 8, 2025, ****** ***** processed a return order for the Apple Watch Series 10 IMEI ending 4866 at a Xfinity Retail location. The refund of $38.34 was processed to the original payment method. On May 8, 2025, ****** ***** purchased an Apple Watch Series 10 IMEI ending 6242, with a Device Payment Plan spread out over 24 months.
  
  On May 10, 2025, ****** ***** processed a return order on the Apple Watch Ultra 2 IMEI ending 5665 at an Xfinity Retail location. The refund of $81.33 was processed to the original payment method. On May 10, 2025, ****** ***** processed a Bring Your Own Device order for an Apple Watch Series 7 IMEI ending 9112.
  
  On May 10, 2025, ****** ***** purchased an Apple Watch Ultra 2 IMEI ending 4254, At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****** ***** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  On May 12, 2025, ****** ***** processed a return order on the Apple Watch Series 10 IMEI ending 6242 at an Xfinity Retail location. The refund of $38.34 was processed to the original payment method.
  
  On May 12, 2025, ****** ***** purchased an Apple Watch Series 10 IMEI ending 1902 with a Device Payment Plan spread out over 24 months.
  
  In May 2025, existing Xfinity Mobile customers could benefit from smartwatch discounts through Xfinity Rewards. ****** ***** submitted two $300.00 rewards discount offer codes. The codes did not apply to ****** ****** devices due to the multiple returns and re-orders processed. The retail agents applied a credit of $300.00 to the account.
  
  On June 10, 2025, I spoke with ****** ***** regarding her Xfinity Mobile account. I applied a second credit of $300.00 to the account for the ********************** Rewards offer. The account is currently billing for the two Apple iPhone 16 Pro Max and the two Apple watches with the correct promotional credits. I applied a courtesy credit of $250.00 to the account. The credits are applied to the April 19 May 18, 2025, billing statement.
  
  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,
  
  
  ***** *.
  XM Executive Resolutions