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 Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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

• Initial Complaint

  Date:05/23/2025

  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 am writing to formally escalate a concern regarding my newly installed business service, which is currently within the 30-day window for changes or cancellation.Despite multiple follow-ups, my assigned business account consultant, ****** ******, has failed to respond in a timely and effective manner regarding a basic plan review request. The lack of communication and willingness to assist has left me uncomfortable moving forward with this **** and I am now requesting a new ***resentative be assigned to my account.Additionally, I am seeing active offers available at my service address, which are significantly more competitive than what I am currently enrolled in:Plans I am requesting to be switched to: 800 Mbps + Security Edge Plan $149.99/month for 12 months with a 2-year agreement Includes Auto Pay discount + $200 **** P***aid Card Includes Comcast Business Security Edge I am well within my right to cancel and reinitiate service under one of these offers, which Ive confirmed are available when searching my address. Ive also been contacted by another Comcast *** to begin services at this same location which confirms *************** giving Comcast the opportunity to adjust my current plan, honor one of the available options, and assign a *** I feel comfortable working with before I proceed with cancellation and or changed back to Fios. I respectfully request a response within 48 hours before I move forward.Thank you for your ************** regards,****** ******** **************************** **************

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:****** ********
  ********************************************************
  **********************
  
  Case Number:23371630
  Date of Notice:May 23, 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 May 26, 2025, I spoke with Ms. ******** regarding the concern. Our records indicate that Ms. ******** signed a 24-month agreement on March 11, 2025, for Business Internet and SecurityEdge at a promotional rate for months 1-12, increasing in months *****, and increasing to regular rates on month 25. This package required the Comcast leased equipment due to the ********************* Ms. ******** is requesting a promotion where she had the ability to use her own equipment and did not need SecurityEdge.  
  
  On May 30, 2025, I followed up with Ms. ******** via phone regarding a new promotions. During our conversation, I offered Ms. ******** a new 24-month promotion with Business Internet at a promotional rate for months 1-12, increasing in months *****, and increasing to regular rates on month 25. This promotion will allow Ms. ******** to use her own equipment with the services provided. Ms. ******** let me know she would review this service order agreement. Should Ms. ******** sign this agreement, we will process the order so she would be able to use her own equipment. 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,
  
  
  ****** *.
  Business Executive Support
  
  

• Initial Complaint

  Date:05/23/2025

  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.

  So I decided to get service with Xfinity ***** but have had nothing but issues trying to get the device on top of issue with my sons device. Im looking to get my money back that I was told I will not receive cause the package was delivered that I never received. So I ordered an iPhone 16 and 16pro I never got the 16 pro dealing with nothing but headaches. Im trying to get a refund honestly they should refund me the whole amount getting charged when I signed up.

  Business Response

  Date: 06/06/2025

  
  June 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *******
  *******************************;
  Apartment L3
  *****************
  
  Case Number:23371543
  Date of Notice:May 23, 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 May 19, 2025, Mr. ******* purchased an iPhone 16 Plus with a 24-month device payment plan; the device was shipped on May 19, 2025, and the upfront payment for taxes was processed.
  
  According to the tracking details, the three delivery attempts on May 21st, 22nd, and 23rd of 2025 were unsuccessful, causing the device to be returned to Xfinity Mobile on May 28, 2025.
  
  On May 28, 2025, the device listed above was graded B-stock; no trouble was found, and the remaining device balance was removed from the account. A refund for the upfront taxes was processed and will be reflected with the bank in 3 to 5 business days.
  
  I spoke with Mr. ******* on May 29, 2025, reviewed the above information, and offered to process a new device order; however, Mr. ******* declined. 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 **************, Ext.
  3052883.
  
  Sincerely,
  
  
  ********* *.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 06/09/2025

  [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:05/23/2025

  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 am putting in a 144sqft patio in my back yard. As instructed, I called **************** Call to submit a ticket to have company's check for wires underground. Comcast/Xfinity responded to the ticket in 24 seconds claiming the area was clear with no conflicts. Once I received confirmation from all companies, I began to dig. Shortly after digging, I found multiple wires. One of which was cut and dead and another wasn't. I unplugged that wire from the side of the house and turns out my internet turned off. So I plugged it back in and internet went back on. Clearly a wire for my home internet. I know have to wait to dig when all my materials were supposed to be delivered and all my help to build the patio no longer can help. This was the open weekend. I now will have to do this all on my own and likely take longer to build than anticipated and likely pay a fee to have the materials delivered a different day all because Comcast/Xfinity didn't do their job and just come out to check for wires. I expect them to now cover the cost of digging the area of my 144sqft patio and pay for a the fee for materials to be delivered on a different day. The ticket number for Gopher State One Call is *********. I have since had to submit a new ticket as well since they didn't come out in time. My new ticket is *********. I have also attached a screenshot of them responding to the initial ticket saying the area was clear with a date and time of their response.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                     Case Number:                                  23371317
              Date of Notice:                       May 23, 2025
  
              ****** ********
              , MN 55343
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******* regarding Xfinity service.
  
  On May 27, 2025, I spoke with Mr. ******** and verified that his services were not interrupted and were working with no issues. Mr. ********* also confirmed that there was no damage to the line.
  
  After investigation and speaking with senior leadership, it was determined that per Gopher State One Call, facilities such as cable are considered private facilities and are no longer marked for private projects. Due to this update by Gopher State One Call,it was determined that a one-time courtesy credit would be provided to ************ On May 31, 2025, a one-time courtesy credit was applied to the account and will reflect on the June 12, 2025, billing statement. Mr. *************** for any additional compensation is respectfully denied.
  
  As to Mr. ******** request to relocate the Comcast line, it was informed that as the line is considered a private facility per Gopher State One Call, that any relocation of the line would be at the responsibility of Mr. *********
  
  On June 2, 2025, I followed up with Mr. ******** and advised him of the aforementioned information. ************ On June 3, 2025, I made a final follow up attempt with Mr. ******** and provided him with the link to the Gopher State One Call documentation via email for his records.
  
  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:05/23/2025

  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.

  We are trying to take advantage of a program offered by Comcast (Xfinity Mobile) to get two $200 rebate cards for switching from ******* to Xfinity Mobile and the site does not work nor do the support options offer any help. It seems as though comcast does not want customers to be able to exercise the rebate option to the point they wear them down with it not working and they give up. I have attached screenshots of what is trying to be done and uploaded at the site. ************************************************************************ should be investigated as it appears to be a scam being played out on people that have switched and there is no way to actually get these cards, because the site is not working and if you do reach support they lie and say its working when it is not. Even after going to a local store they couldn't get it to work either and submitted a ticket "D013684099" that was never followed up on.

  Business Response

  Date: 06/11/2025

  
  June 11, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:**** ************
  **************************************
  
  Case Number:23371069
  Date of Notice:May 23, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted by **** ************.
  
  On April 11, 2025, **** ************ purchased Xfinity Mobile service for three customer-owned devices. At that time, ********************** offered a promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owed on their Bring Your Own Device, up to a maximum $200.00 per device, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new line of Xfinity Mobile service, port their number over to Xfinity Mobile from a participating carrier, and provide the pay-off balance of the device by uploading their statement from a prior carrier through the Xfinity Mobile online portal.
  
  **** ************ did not satisfy the promotional requirements because the documents were not submitted within 30 days. 
  
  On May 28, 2025, I spoke to **** and **** ************ about the Xfinity Mobile account. **** ************ attempted to submit the documentation several times over the 30-day time frame and our records show several attempts to submit. I submitted the documents for **** ************ and advised that I would continue to update her with any updated information.
  
  On June 4, 2025, I spoke with **** and **** ************ regarding the promotion and advised the prepaid card was approved. **** ************ will receive the card within one week via email from *************************************************** I will follow up to ensure receipt of the prepaid card.
  
  Should you have any questions, please feel free to contact me at *********************************.
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:05/23/2025

  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.

  im being charged for xfinty mobile and the esim card isnt on this phone i reached out to customer service and they dont want to help me and i am loving both of the services

  Business Response

  Date: 06/13/2025

  June 13, 2025                                                               
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** ******
              *********************************************************
              ***********, FL 32308
  
              File Number:                23370976
              Date of Notice:             May 27, 2025   
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** ******.
  
  On April 20, 2025, ******** ****** purchased one line of Xfinity Mobile service on a customer-owned Apple iPhone 15 Pro Max. On that same day, the eSIM mobile line was activated. On May 21, 2025, ******** ****** added a second line to the account for the same device. At this time, we only support one mobile service per device.
  
  On May 27, 2025, I spoke to Mr. ****** and explained the above information. On that same day, per Mr. ******* request, the second line was cancelled. Credits for the data charges associated with this line were applied on May 27 and June 4, 2025, and will be reflected on the May 20 to June 19, 2025, billing cycle statement.       
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ***** *.
  Xfinity Mobile Executive Resolutions
  ********************************

• Initial Complaint

  Date:05/23/2025

  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.

  We have a security camera that has been out for months also our windows need battery replacement. Comcast told us they are no longer obligated to provide that but we were never informed of this change. So it seems they want the consumer to pay more money when their services become faulty. Nor have they decreased my bill for the lack of services they are providing that I am paying for.

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************************************************************
  
  Re:    ****** ********
            ************************
            **************
  
  Case Number:                           23370539
  Date of Notice:                         May 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******** regarding Xfinity's service.
  
  On June 5, 2025, I was able to speak with Mr. ******** regarding his Security system concerns. During the conversation, I was able to set up a tech visit for June 09, 2025.  Per account research, the ********************** ********************* was activated on Nov 28, 2021. Our records reflect that the Front camera is offline and there is low battery alert for 3 sensors.
  
  On June 09, 2025, visit the Front camera was replaced, and the customer was informed they are responsible for maintaining batteries for the system.  The system is in working order as of now. My attempts to follow up with Mr. ******** after the visit were unsuccessful.
  
  We 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 in this matter. Should you have any questions or need additional information, please contact me at ************ ETX.3031019.
  
  
  
  Sincerely,
  ***** E
  Senior tech, NETS
  Executive Customer Relations
  

• Initial Complaint

  Date:05/23/2025

  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.

  Dear Comcast Billing Department,I am writing to formally dispute a billing issue associated with my Comcast account. On May 1, 2025, I was charged $115.90, which I understand was meant to cover both a past due amount and the full current billing cycle. However, a second charge of $51.95 was withdrawn from my account just a few days later, on May 5, 2025, as reflected in my bank statement (attached).It appears that I was billed twice for the same service periodonce for a past due balance and again for the regular monthly charge. I believe this was an error, as the full payment on May 1 should have satisfied any outstanding balance and covered the service for that month.I am requesting a refund of the $51.95 charged on May 5, 2025, as I have already paid the necessary amount in full on May 1. Please investigate this issue and process the refund at your earliest convenience.For your reference, I have included a screenshot of the relevant bank transactions

  Business Response

  Date: 05/28/2025

  
  May 28, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** *****
              *****************************************
              ************, IN 46410
  
              Case Number:                      23370340
              Date of Notice:             May 23, 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 27, 2025, I spoke with Ms. ***** regarding her concerns. Our records reflect the billing statement dated April 3, 2025, generated and reflected a past due balance from the previous billing statement dated March 3, 2025.
  
  On April 25, 2025, the services were interrupted for non-payment. On April 25, 2025, Ms. ***** scheduled a payment to process to her account on May 2, 2025, via self-service online and the services were restored. On April 25, 2025, Ms. ***** enrolled her account into automatic payment via self-service online.
  
  Payments drafted via automatic payment are authorized as customers are provided with the information during enrollment that when they enroll in automatic monthly payments. The amount debited from the checking or savings account or charged to their card every month will be the current balance on the account. The payment will be processed on the bill due date unless the customer cancels or remove the automatic payment on the account prior to the draft date, or if the automatic payment fails to process a payment, then the system will remove the account from automatic payment.
  
  On April 29, 2025, a payment was processed to the account for the balance owed via automatic payment. The scheduled payment processed to the account on May 2, 2025, as Ms. ***** requested. The payments were reflected on the billing statement dated May ******, and showed a credit balance.
  
  Ms. ***** is aware the credit balance on the account will be applied to the June 3, 2025, billing statement.I verified that the account is being billed correctly for the subscribed services and the payments were authorized by Ms. ****** Ms. ****** request for a refund has been respectfully denied. 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,
  
  
  Gay R.
  Executive Customer Relations

• Initial Complaint

  Date:05/23/2025

  Type:Delivery 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 the victim of a shipping scam involving Xfinity Mobile and ****** I ordered a new phone online from Xfinity mobile and not even 3 hours from when it was delivered, I received a call that I had been shipped the wrong phone and I needed to send it back to get the right one. The caller ****** at ************ had all of my account info and knew that the phone I ordered was delivered. Long story short, a few days after repeated contact with ****** I realized that I had been scammed. I contacted Xfinity right away to let them know and was told "we are aware of this scam". Come to find out that not only are they well aware of the scam, they take NO responsibility for the data leak. They do not even warn their customers of the scam at the time of purchase, despite the hundreds (probably more) of people that have the exact same story as me. They have given me three different responses each of the three times I called and still no resolution. They expect me to pay for a phone that I don't have. I am asking that they remove the phone and financing charges from my account. I don't understand how a company as large as Comcast can continue to look the other way as their customers are repeatedly victims of the same fraudulent activity with no accountability what so ever.

  Business Response

  Date: 06/20/2025

  June 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      *** *****
  
              , ** 19390
  
              File Number:               23370242
              Date of Notice:             May 23, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by *** *****.
  
  On May 28, 2025, a ***************** Assurance Technician investigated *** Grauls concerns and determined that the interactions were likely part of a scam perpetuated by an unknown third party. The telephone number referenced in *** ******* complaint is not used by Comcast. The third party likely falsified their identity by manipulating caller ID information.[1] Comcast will never request gift card numbers from its customers or ask for remote access to a customer's computer.
  
  To verify the legitimacy of any callers that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page[2] and advises customers about common fraud techniques and ways to avoid them.[3]
  
  The technician also suggested that *** ***** secure the account login credentials, update contact information, and enroll in two-step verification as an added layer of security. The technician also provided their direct contact information should *** ***** have further questions regarding this matter.
  
  Regarding the request for a billing adjustment, Comcast determined *** ***** spoke with a customer care agent on May 28, 2025, regarding her Xfinity Mobile concerns. The customer care agent *** ***** spoke with provided accurate information based on company records.
  
  There is no record of conflicting information provided as the caller who advised *** ***** to send the device back was not from Xfinity.
  
  We attempted to contact *** ***** on several occasions to no avail regarding her Xfinity Mobile concerns. While our attempts were unsuccessful, on May 6, 2025, *** ***** purchased an iPhone 16 Pro via online. Comcast records do not support *** Grauls claim of a Xfinity agent contacting *** ***** advising to send the phone back. Records confirm the device was delivered and signed for on May 9, 2025.
  On May 13, 2025, an escalation ticket was created and respectfully denied on June 7, 2025, as records confirm the device was delivered and no contact was made by Xfinity.*** ***** is considered responsible for the monthly device installments.
  
  I trust this letter provides your office with the information required in this matter.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  [1] ***********************************************************
  [2]*******************************************
  [3] ********************************************************************************************************************************

• Initial Complaint

  Date:05/23/2025

  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.

  The company has routinely made it difficult to speak to a live agent in order to pay the bill they do not honor payment arraignments and I personally end up spending 2-3hrs each time i have to contact them. They seem to train their **** to play ignorant to the system and they advise that they cant see or cant do something. My bill tripled and they were unable to offer an explanation as to why and the balance is not adding up to what I have paid.

  Business Response

  Date: 06/03/2025

  
  June 3, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       Telar *****
              *******************************************
              ********,********
  
  Case Number:                      23369768
                  Date of Notice:             May 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Telar ***** regarding Xfinity service.
  
  On May 27, 2025, I spoke with Telar ***** regarding his billing related concern. A review of the account confirms that on February 24, 2025, a credit card payment was scheduled, but was declined due to insufficient funds. On February 27, 2025, an automatic credit card payment was processed, but was declined due to insufficient funds.On February 28, 2025, an automatic 2nd attempt for a credit card payment was processed but was declined due to insufficient funds. On March 1, 2025, an automatic 3rd attempt for a credit card payment was processed but was declined due to insufficient funds.
  
  On March 2, 2025, a billing statement generated with a balance owed to include a reactivation fee from February 12, 2025, a xFi Pod purchase from February *******, a late fee, a past due balance, and services billed from March 6, 2025,through April 5, 2025. On March 23, 2025, a credit card payment was scheduled and applied to the account same day.
  
  On April 2, 2025, a billing statement generated with a balance owed to include a past due balance, a late fee, and services billed from April 6, 2025, through March 5, 2025. On April 17, 2025, a credit card payment was scheduled for May 1, 2025,but was declined due to insufficient funds. On May 2, 2025, a billing statement generated with a balance owed, which will include a past due balance, a late fee, and services billed from May 6, 2025, through June 5, 2025. On May *******, a credit card payment was processed and applied to the account.
  
  On May 23, 2025, Telar ***** scheduled a credit card payment for May 29, 2025. On May 24, 2025, an automatic credit card payment processed, but was declined due to insufficient funds. On May 27, 2025, an automatic 2nd attempt credit card payment was processed but declined due to insufficient funds. On May 27, 2025,the account was placed in soft disconnect due to non-payment of service with a hard disconnection of service scheduled for June 26, 2025.
  
  I explained that the account was disconnected due to non-payment of service and no billing problems are present on the account. As a courtesy, the scheduled payment for May 29, 2025, was removed and a credit card payment arrangement was scheduled for May 29, 2025, restoring the services and removed the suspension of service. On May 27, 2025, a credit was applied to the account for the reactivation fees and will reflect on the June 2, 2025, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required 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:05/23/2025

  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.

  Three payments made in May. Two for the exact same amount in the same day. My new billing cycle hasnt came yet. Agent could have put me on hold when she was speaking with another employee. I just want a refund for the duplicate payment on 5/21.

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ********* *****
              *********************************************************** 252
              ***********, AR 72211
  
              Case Number:                      23369741
              Date of Notice:             May 23, 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 on May 17, 2025, a payment was authorized and scheduled via the ************************** website to process on May 21, 2025.
  
  On May 21, 2025, an additional payment was authorized via the ********** website to process the same day. Both payments were processed properly by Comcast and were applied to the balance owed on the account. A refund is not warranted and has been respectfully denied.
  
  On May 27, 2025, I spoke with ********* ***** regarding the above information. 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 **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations
  **************