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Comcast CorporationThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27,503 total complaints in the last 3 years.
- 8,937 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/14/2024
Type:Service or Repair IssuesStatus: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.
Good day. Simple really I have been making attempts between work and life and appointments to chat with this business since Wednesday, December 11. There has been outage as well as no bill statement having been issued, presented, or displayed anywhere and as you can see, they have had technical difficulties of which none of has been resolved yet they can keep listing an amount due. Someone needs to pick up the phone and give me a call in reference to the credit for outage as well as the removal of any late fees, as you can see the history of payments having been made. Thats it, thats all, a contact from a human being, or they can credit it on the backend and email me. If you got a water bill in the mail thats at $4000. Im pretty sure you pick up the phone and try to find out why that is of which I have done to no avail. Im pretty sure if you didnt get a statement in the mail for water bill you would pick up the phone and see why that is of which I have done to no avail. Thank you.Customer Answer
Date: 12/30/2024
Thank you in advance they have in fact reached outInitial Complaint
Date:12/13/2024
Type:Service or Repair IssuesStatus: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 cancelled service with Xfinity and they charged me an early termination fee on 11/3/24. On 11/27/24, Xfinitys online agent stated that the early termination fee would be credit back to my account and has not been completed. On 12/12/24 I received an email stating that my account was past due and it will go to collections if not paid. I attempted online support (because their IVR system has no option to speak to an agent by phone) and the agent told me they would credit my account within 1-2 hours. As of 12/13/24, my account is still not credited and neither the online agent or their supervisor whom I was connected by phone was able to credit my account.Business Response
Date: 12/23/2024
December 23, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: **** *****
****************************************************************************************
Case Number:22684809
Date of Notice:December 16, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ***** regarding Xfinity service.
On December 16, 2024, I spoke with Mr. ***** regarding his early termination fee concern. Review of the account indicates the account has been disconnected since November 2, 2024, as requested. Records indicate on December 16, 2024, a credit was applied towards the account to compensate for the early termination fee applied on November 3, 2024, leaving a credit balance on the account. The credit balance will be refunded back to Mr. ****** last payment method, otherwise he will receive an email from ********************************************** with instructions for refund preference. If no email is on file, a pre-paid card will be mailed to the address on file. Ive explained to Mr. ***** I will follow up with him to confirm refund was received.
With respects to the overpayment, records indicate on April 2, 2024, Mr. ***** signed up for services and agreed to a promotion for the Fast internet effective April 3, 2024, through April 2, 2026, with a 24-month term agreement effective April 3, 2024, through April 3, 2026. Additional services included xFi complete monthly effective April 3, 2024, through April 2, 2026. Mr. ***** received an additional discount monthly with enrollment in eco bill and auto pay with a credit card. 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 RelationsInitial Complaint
Date:12/13/2024
Type:Customer Service IssuesStatus: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.
Trying to cancel service...they will only help if I provide a 4-digit code I've never had...or ***ly to a text message.I ***lied two times to their text message and neither one worked with the service *** on the phone.Business Response
Date: 12/24/2024
December 24, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: **** *****
*******************
************,** 21793
Case Number: 22683699
Date of Notice: December 13, 2024
Dear *** or Madam:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ***** regarding Xfinity service.
I made several attempts to contact Mr. ***** via telephone and email, however, my attempts were unsuccessful. In order to resolve this matter, contact with Mr. ***** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************
Sincerely,
****** *.
Xfinity | Executive Customer RelationsInitial Complaint
Date:12/13/2024
Type:Sales and Advertising IssuesStatus: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 an Xfinity account that I have had for several years. For the last 6 months I have had constantly had issues with this company sneakily adding unauthorized charges. I have had to call them almost monthly regarding them doing this. They have even sent equipment without permission they have tried to charge me for. Recently on 11/09/2024 I received and email from Xfinity telling me that peacock, ******* and ******** was now included in my services and to activate. Now they are claiming that it was never included and its an additional charge. I am overly tired of dealing with this company being sneaky and providing false information so they can add additional charges. I believe this company needs to be fully investigated because I cant be the only one having issues with this occurring I just so happen to be a current victim of theirs.Business Response
Date: 12/20/2024
December 20, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:******* ************
**********************************************************************************
Case Number:22682316
Date of Notice:December 13, 2024
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 Ms. ************ several times to discuss the concern. Although I was unable to reach Ms. ************, a review was completed on the account. Our records indicate that on November 9, 2024, an online order was placed for Xfinity Stream Saver, at a monthly rate. On November 9, 2024, an email was sent to Ms. ************, advising that Stream Saver had been added to the account per the online order, and that ******************* and Peacock are included with the service. The email also provided the steps to activate the service. We have no record that the Stream Saver service was offered at a free promotional rate. On December 13, 2024, the Stream Saver subscription was removed, and a credit was applied to the account as a courtesy. The credit reflected on the December 13, 2024 billing statement. On December 18, 2024, I applied a credit for the remaining Stream Saver charges that were billed. This credit will reflect on the January 13, 2025 billing statement. 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 RelationsInitial Complaint
Date:12/13/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Xfinity does price hikes annually, and this year my payment increased from $60 to $91, so I called to cancel my services on 11/4, and received email confirmation of this. However, I received another bill on 11/9 for $91, so I called to ask why I was still being billed and why my services hadnt been cancelled as requested. I was assured that the account would be closed and the $91 charge would be turned into a credit. However, on 12/9 I received another bill for $298 with an overdue reminder. I called yet again to see why I was being charged and why my account was still open, and they claim to not have a record of this request despite me having emails proving otherwise. They made me go through the cancellation process again and I have another email confirmation of this, but they STILL havent closed my account or removed the bill charges. It doesnt seem legal for them to continue to charge me for services Ive asked 3 times to be cancelled.Business Response
Date: 12/17/2024
December 17, 2024
BBB of ******************* & ********************
*************************************************
Philadelphia, PA 19103
Re: ****** ******
***************************
*****************
Case Number:22681741
Date of Notice:December 13, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ****** ******.
On December 13, 2024, I spoke with Ms. ****** regarding a service disconnection. Per our review, Ms. ****** had requested a disconnection effective November 5, 2024, however, the order was not processed properly. The disconnection was completed on December 14, 2024, with a billing stop date of December 12, 2024. No equipment remains on the account.
As the November 7, 2024 and December 7, 2024 billing statements went unpaid, the account retained a final balance due. On December 17, 2024, a credit was applied to clear the balance, which will reflect on the January 7, 2025 billing statement. No further balance remains on the account. 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 RelationsInitial Complaint
Date:12/13/2024
Type:Order IssuesStatus: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/xfinity. I do not have a contract with ************** They did not provide me with the original contract as requested.Business Response
Date: 12/20/2024
December 20, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ******* ****
***************************************************************************************
Case Number: 22681625
Date of Notice: December 13, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to your office by ******* **** regarding Xfinity service.
I attempted to contact Ms. **** via telephone and email to discuss all concerns. Unfortunately,my attempts were unsuccessful. However, our records indicate Ms. **** established service under account ending in 2152 starting on May *******.
On March 17, 2023, Ms. **** requested to add a 12-month installment payment plan for a past due balance on the account. On March *******, we processed Ms. ***** request to place the past due balance in an installment payment plan to be paid over a 12-month period. If the account is disconnected, before the installment payment plan ends, Ms. **** would be responsible for the remaining amount left.
The last payment received on the account was on May *******. The account was disconnected for non-payment on July 18, 2023, with an effective stop billing date of June 18, 2023. The remaining amount on the installment plan was added to the account balance. Since no additional payment was received for the remaining balance, it was charged off and referred to collections on August 2, 2023, which included unreturned equipment fees. Please be advised the billing on Ms. ***** account is accurate.
While the account was active Ms. **** would have access to her online account where she would have had access to any active contracts on her account. Please be advised the contract is proprietary information and cannot be released without a subpoena. I will need to speak with Ms. **** directly to address her concerns. I apologize for any inconvenience experienced while attempting to resolve this matter.
I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
**** *.
Executive Customer RelationsInitial Complaint
Date:12/12/2024
Type:Service or Repair IssuesStatus: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 Nov 25th my Xfinity internet bill was randomly double what I was previously paying with no warning. I paid that **** and have since attempted all of December to fix my bill. After unsuccessfully trying to get ahold of any live agent I spent two hours on a chat feature to get my bill back to normal. I was told to wait 3 days and the account would reflect the proper charge. It still has not and it is IMPOSSIBLE to get ahold of a live agent.Business Response
Date: 12/20/2024
December 20, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ******* *****
, NJ 08094
Case Number: 22679864
Date of Notice: December 12, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ***** regarding Xfinity service.
Mr. ***** currently subscribes to a 36-month transitional promotion for Performance Pro internet service at a discounted monthly rate. Introductory promotional rates were effective November 4, 2022 through November 3, 2024. On November 4, 2024, the package transitioned to the third year tiered promotional rate, which will be effective through November 3, 2025. At the conclusion of the promotional period, standard rates will apply.
On December 13, 2024, I spoke with Mr. ***** and explained the above information. Alternative packages and promotional offers were reviewed with Mr. ****** No changes were made. Mr. ***** requested a follow up call at a later date. I attempted to contact Mr. ***** again on December 18, and 20, 2024, as requested. Unfortunately, all attempts were unsuccessful. I left a voice message with my contact information.
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 RelationsInitial Complaint
Date:12/12/2024
Type:Product IssuesStatus: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 closed my account with Xfinity in September and was assured I wouldnt be charged going forward.On October 8th I was charged $102.21 for the next months service that I had cancelled.Ive spent 10+ hours calling and doing online chats over the last month+ and multiple times was assured that a refund was being issued that never came.I eventually filed an *** complaint and was immediately called. I was again assured a refund would be on the way.After the date they said it was coming I called over multiple days to *** S Executive Customer Relations who stopped answering or returning my calls.I called the normal customer service line again and am now given a gift card refund but I get error messages and cannot deposit it to my bank account.I appreciate any help in resolving this. At this point I believe this is intentional and tactic to not issue payments back.Business Response
Date: 12/16/2024
December 16, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:******* Mosqueda
, ********
Case Number:22678890
Date of Notice:December 12, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******** regarding Xfinity service.
On December 13, 2024, I spoke with Mr. ******** regarding a refund request. Our records indicate that a refund was processed for Mr. ********* additional payment. Mr. ******** was sent an email with instructions on how to redeem the refund. Mr. ******** confirmed the refund method selected and was provided with contact information for assistance with redeeming the refund if needed. We will follow up with Mr. ******** to ensure receipt of the refund. 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 RelationsInitial Complaint
Date:12/12/2024
Type:Customer Service IssuesStatus: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.
1. On December 12, 2024, I paid the amount of $55.00, for internet home service.2. Despite Xfinity adding an additional $65,00, alleging due on December 29, ******. Grievant called Xfinity, stating the $65,00, increase was to much, and needed to be reduced.4. Xfinity customer service reduced the payment from $65.00, to $55.00, confirmation #***********, for December 29, 2024, through ******. Xfinity customer service person stated, the reason the $65.00, December 29, 2024, payment, was the result of a missed October 2024, or June 2024, payment.6. See the uploaded documents, reflecting only overpayment in the amount of $190,00.7. Resulted in a $190,00, refund.Business Response
Date: 12/19/2024
December 19, 2024
BBB of ******************* & ********************
***************************************************************************
**********************
Re: ****** ******
*****************
*******, ** 38105
Case Number: 22678891
Date of Notice: December 12, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
On December 16, 2024, I spoke to Mr. ****** and explained that services are billed for every 30 days. Our records indicate that Mr. ******* billing statements have increased because being billed a late fee for not paying the account on time. There has been missed payments where the balance for one month and for another month that includes a late fee. The billing statement dated November 10, 2024, reflected a balance that was due by December 1, 2024, for services from November 14, 2024,through December 13, 2024.
The billing statement dated December 10, 2024, reflected a balance due that included a 30 day past due of that was due by December 1, 2024 for services from November 14, 2024 through December 13, 2024 and current charges that was due by December 31, 2024 for services from December 14, 2024 through January 13, 2025. On December 12, 2024,Mr. ****** made a payment that will reflect on the billing statement date January 10, 2025. Mr. ****** has not been double charged for services. The account does not a reflect a credit balance or significant overpayment, and a refund is not warranted. 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 RelationsInitial Complaint
Date:12/12/2024
Type:Billing IssuesStatus: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 poor service slow blurry TV and extremely slow internet now for a month. I Can Not get thru to anyone on the phone. The Auto people refuse to put me thru to an agent and then they hang up! If Im paying over $200 a month for service I should be able to talk to someone.I also wanted to adjust my bill! Big old scam so people cant adjust bills or ask for credit for the lousy service!Business Response
Date: 12/19/2024
December 19, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ***** *****
*****************
******,** 08054
Case Number: 22678524
Date of Notice: December 12, 2024
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** *****, regarding Xfinity service.
On December 16, 2024, I spoke with Ms. ***** regarding a service call which was scheduled for December 15, 2024. The service call was unable to be completed,due to Ms. ****** availability. Therefore, we are unable to provide a resolution, currently. I offered to reschedule the service call;however, Ms. ***** respectfully declined, due to a family emergency. At the time, Ms. ***** was not sure when she would be available. Ms. ***** has my contact information, should she request to reschedule a service call in the future.
Since we have not been able to access Ms. ****** home; to determine the root cause of any service issues, compensation for the ongoing service problem has been respectfully declined.
On December 19, 2024, diagnostic testing confirmed that signal levels are within specification and is functioning properly. I apologized for any inconvenience and overall experience, 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,
****** D
Elite Customer Experience Case Manager
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