Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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

• Initial Complaint

  Date:05/23/2025

  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 was in collections with xfinity mobile i worked out a deal with credence on 9/4/2024 to pay my account in full with xfinity in the amount of $1,005.50 . The deal was once i pay this amount i will no longer owe xfinity any money and both my cell phones would be unlocked and i can use it at a different company. I agreed on there recorded line and payed the amount $1,005.50 once i paid credence said give it 15 business days and then i can call xfinity and have my phones unlocked. I waited and called xfinity did not unlock my phone and after numerous phone calls and 8 long months later xfinity still did not unlock my cell phones. I paid so much money they took it and lied about the arrangement. I own these cell phones now since its paid in full i do have the paper work from credence proving its paid and xfinity is not honoring there end of the deal.

  Customer Answer

  Date: 05/30/2025

  Company contacted me and mention they got the report i filed with the BBB in regards to my phones not being unlocked. With in the same day xfinity did unlock both or my phones after i filed complaint. I am satisfied.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *****
              ******************, Apartment I
              *******, ** 19607
  
              Case Number:                      23369658
              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 29, 2025, I spoke with Mr. ***** regarding his Xfinity Mobile concerns. Our records indicate that ******** met the necessary requirements for device unlocking, and as a result, a request was processed on May 29, 2025, for two Apple iPhones.
  
  On May 30, 2025, we sent an email to Mr. ***** confirming the successful completion of the unlock.
  
  Additionally, Mr. ******* Xfinity Mobile account has been closed with a zero-dollar balance following a settlement with the collection agency. 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,
  
  
  ******* *.
  Xfinity Mobile Executive Resolutions

  Customer Answer

  Date: 06/02/2025

  [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 got Xfinity internet service which was not connecting at all with their modem. The customer service tried to fix over the phone and after 4 hours told me they will send ********** at no cost to me since it's their issue. The ********** came and could not fix the issue. They sent another one and said there is no cost to me. The second ********** went outside the building to Xfinity box to fix their issue then the internet service was fixed. Xfinity has billed me $200 for 2 ********** visits when I was told the problem was on their end outside my apartment and I would not be charged. I have spent hours on phone with customer service and in chat but after the credit escalation tickets, no resolution at all. This is a scam where internet is not provided as per the service since Xfinity has issues and then they send multiple ********** visits and charge the customer. This is scam and fraud and I am asking for billing adjustment of $200. The first bill they sent for $88.44 was also incorrectly billed since I was not getting internet service I subscribed for and that should be adjusted as well. I have saved the chat conversation which I have attached here. They are trying to extract money unethically from customers. I don't have ********************** and they are billing me for mobile service as well. What the heck is going on???

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *****
              ***********************************************************
              *******,***** 77098
  
              Case Number:                      23369465
              Date of Notice:             May 23, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** *****.
  
  On March 28, 2025, an order was placed for a customer owned device to be activated on an Unlimited Plan.The customer agreement states billing begins seven days after the order fulfilment unless cancellation occurs prior. On May 4, 2025, **** ***** was provided with a billing statement for the dates April 4, 2025, through May 3,2025.
  
  Additionally, our records reflect **** ***** did not activate the device with **********************, and there was no usage on the account. As a result, on May 29, 2025, I provided **** ***** with a credit to clear the account balance. On June 3, 2025, I contacted **** ***** and explained the above information.
  
  Regarding the residential concerns, **** ***** billing started on March 28, 2025, and the services were not functional until after the service-visit on April 9, 2025. Our records reflect **** ***** was assessed two service-visit fees on March 30, 2025, and April 09, 2025, for failed self-installations.
  
  On May 29, 2025, a residential Executive Resolutions Specialist applied a credit for services from March 28, 2025, through April 9, 2025, and will reflect on the billing statement dated June 24, 2025. On May 29, 2025, a credit for both service-visit fees was applied to the account which will be on the billing statement dated June 24, 2025. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***** *.
  Xfinity Mobile Executive Resolutions Specialist
  ******************************

• 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.

  On 5/22 8 pm I called Xfinity to understand options to reduce my bill as I am elderly and on fixed income. I was told that my package could be upgraded and my monthly bill would be reduced to $293.Middle of the night on 5/22 to 5/23, my TV stopped working. I worked with xfinity on 5/23 via chat then phone from 6:40 am to 10 am...only to find out the agent on 5/22 screwed up and removed my cable boxes. I was told that it is not their problem and my bill would go back up to $353/mo and that they cannot put me back on the original plan they had me on. They are taking zero accountability for the mistake and are not honoring the price I was promised. The call on 5/22 I am told was recorded. They need to take accountability and give me the price they promised at $293/mo for 24 months.I want billing adjustment of $60/mo for 24 months as promised. Total is $1440. This was not my mistake and call was recorded.

  Business Response

  Date: 06/11/2025

  
  June 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              ****************************
              **********,IN 46748
  
  Case Number:                      23369219
                  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 23, 2025, I spoke with Ms. ***** regarding her billing related concern. I explained the account was previously subscribed to the X1 ********************* services including the Blast! Internet service with download speeds of up to 600 Mbps with the Digital Preferred cable tier, HD technology fee, MGM Plus on Demand subscription,Streampix and Voice Premier telephone services at a standard rate monthly. The monthly charge for each the primary and additional HD cable receivers, charges for five digital adapters, charges for the wireless modem along with applicable taxes and fees still applied and were subject to change at any time.
  
  On March 22, 2025, the X1 ********************* services along with the billing rate code for the additional HD cable receiver and the billing rate code for each of the five digital adapters were removed at which time the account was enrolled into a 12-month promotion for the Gigabit Internet service with download speeds of up to 1.1 Gbps with the ******************* including the Limited Basic cable tier, HD Programming, Streampix, Sports and News, Kids and Family and Entertainment genre packages with the Unlimited Voice telephone service at a monthly rate. The package includes a three-product discount and a promotional discount for 12-months that is effective from May 22, 2025 through June 3, 2026.
  
  After reviewing the interaction from May 22, ******************************************************************************* ***** a monthly rate to include the ****************************** services, primary X1 cable receiver, additional X1 cable receiver, five digital adapters, xFi complete service with applicable taxes and fees included monthly however, the correct monthly rate per month which was to include charges for the ****************************** services, primary X1 cable receiver, additional X1 cable receiver, for each of the five digital adapters and the charges for xFi complete service before applicable taxes and fees applied monthly.
  
  Additionally, we confirm during the review of the call interaction from May 22, 2025, the agent inadvertently removed the billing rate codes for the additional HD cable receiver and five digital adapters from the account and failed to disclose that once the billing rate codes were removed from the account, the ********************** equipment would be entered into an inactive disabled status.
  
  On May 21, 2025, a service visit was scheduled for May 24, 2025, to address reported service issues. On May 23, 2025, an installation appointment was scheduled for May 26, 2025, to remove the primary and additional HD cable receivers and five digital adapters and install three X1 cable receivers. Upon review and speaking with our technical operations team, our records confirm on May 24, 2025, the service visit was completed at which time the technician replaced the defective ground block at the outside drop, replaced the defective inside wiring, replaced the defective wireless modem, removed the five digital adapters from the account, removed the primary and additional HD cable receivers, installed a primary X1 cable receiver and installed two additional X1 cable receivers.
  
  On May 26, 2025, the installation appointment scheduled for May 26, 2025 was rescheduled to May *******. On May 27, 2025, I spoke with Ms. ***** where she confirmed the cable equipment was successfully upgraded to her satisfaction during the service call completed on May 24, 2025, and confirmed that the services were working correctly to her satisfaction and requested to cancel the installation appointment scheduled for May 29, 2025, as the services were working correctly and to her satisfaction.
  
  On May 27, 2025, I attempted to cancel the pending installation appointment scheduled for May 29, 2025;however, due to a billing system error I was unable to cancel the installation appointment as requested. On May 28, 2025, the installation appointment scheduled for May 29, 2025, was rescheduled to June 10, 2025. On May 29, 2025,I spoke with Ms. ***** at which time she again confirmed and requested to have the pending installation appointment on the account cancelled as she longer was experiencing any service issues in which required attention.
  
  On May 29, 2025, the installation appointment scheduled for June 10, 2025 was rescheduled to June 2, 2025, to ensure the closure of the pending work order.On May 29, 2025, the work order for the pending installation appointment was completed in the billing system as we were unable to cancel the appointment as requested due to a billing system error. Due to the work order being completed on May 29, 2025 resulted in an installation fee applying to the account on May 29, 2025; however, as no installation appointment was completed on May 29, 2025.On May 30, 2025 I applied a credit towards the account to cover the cost of the installation fee received on May 29, 2025.
  
  On May 30, 2025, a 24-month free promotion for the primary X1 cable receiver was added to the account at no additional cost per month and includes a promotional service discount for 24-months that is effective from May 30, 2025 through June 3, 2027. On May 30, 2025, an additional 12-month promotion for each of the two additional X1 cable receivers were applied to the account, and each included a promotional service discount for 12-months that are each effective from May 30, 2025, through June 3, 2026.
  
  The promotional rates do not include additional equipment, service charges or applicable taxes and fees and standard retail rates are to apply at the conclusion of the promotional periods. The monthly charge for the xFi complete service including the wireless modem and unlimited data along with applicable taxes and fees still apply and are subject to change at any time. Due to the account being enrolled into ******* paperless billing and automatic payment via credit card resulted in the account receiving a monthly self-service discount resulting in the account being billed the promotional rate for the ****************************** services. The package is also eligible for a monthly discount once she is enrolled into ******* paperless billing and automatic payments through a checking or savings account as opposed to credit or debit card. If either ******* paperless or automatic payments was subsequently canceled the monthly discount would be removed automatically.
  
  On June 2, 2025, I applied a credit towards the account to cover the cost of the two additional X1 cable receivers for 12-months total. Previously on May 23, 2025, a credit was applied to the account to cover the cost of the previously subscribed digital adapters for one month. The credits received will appear on the June 21, 2025, billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations 

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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 being overcharged for services I no longer have. Many calls were made to resolve the issue and as of today (5/23/25) they still claim I owe them $******. No svc from 4/29/25 - 5/6/25. Rec'd ***** credit. Downgraded internet from 800 speed to 400, also downgraded cable to basic.On 5/10/25 after reviewing the charges, I removed the cable and returned the two boxes to Xfinity store in ************** which I have a receipt for. Xfinity *** advised my bill would be ****** which I paid in full on 5/21/25. Per my Xfinity app I still owe ******. You can see from my cell phone call log all the calls I made to Xfinity from April 29 - May 20, 2025. The last conversation I had I was told allow a few days and the app will reflect correctly. As of 5/23 it is still reflecting I owed. My only services with them now is 400 speed internet which they charge more for than T Mobile is charging me for 500 speed. Xfinity modem, security cameras, system and monitoring. I am a Senior Citizen who has had Comcast since the 1970's and now had to terminate most of my services due to poor customer service and outrageous charges. I will now be paying almost ****** less by purchasing a streaming provider & changing my internet to T Mobile. I have Xfinity 400 speed mapped to the camera's and security system and everything else is mapped to T Mobile. I cannot understand 90% of their customer service people and the automated system is a pain. When I want to speak to someone I shouldn't have to be yelling at an automated machine or getting text message with a link to resolve problems. I did that and the person told me I would have a refund in my bank account within 48 hours and never closed the ticket. I am ***orting them to the Attorney General and the BBB as well. I give up but refuse to pay this balance they claim I owe so if they shut down my security we will have a brand new issue!!!

  Business Response

  Date: 06/02/2025

  
  June 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:**** *******
  ************************************************************************************
  
  Case Number:23369165
  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 26, 2025, I spoke with Ms. ******* and confirmed she is currently subscribed to a 24-month promotional discount for the Connect More Internet, Voice Premier, and Xfinity Home Security package, at a promotional rate. ************ services include: Connect More Internet, Voice Premier, and Xfinity Home Security, which includes Professional Monitoring plus real-time notifications and alerts. Additional services and modem are not included in the package price. Ms. ******* also has 24/7 recording for an additional monthly charge. The package was effective on May 8, 2025, and will expire on May 13, 2027, at which time, retail rates will be applied. Equipment, taxes and fees are not included in package price. This package also includes a 12-month term agreement effective May 8, 2025, and will expire on May 8, 2026. Should Ms. ******* disconnect their services prior to the expiration date, an early termination fee will be applied.
  
  On May 7, 2025, a representative spoke with Ms. ******* regarding a service downgrade request. Our records indicate ************ account was downgraded from *********** to ********* and downgraded from Superfast Internet to Connect More Internet, as requested effective May 8, 2025. In addition, on May 7, 2025, a representative spoke with Ms. ******* regarding a service related concern. Our records indicate that a credit was applied on May 7, 2025, for a service related concern. This credit will reflect on the June 6, 2025 billing statement.
  
  On May 10, 2025, Ms. ******* spoke with a representative and disconnected the ********* package effective May 11, 2025, as requested. These changes along with the credit applied on May 7, 2025, resulted in a prorated bill, as of May 20, 2025. Ms. ******* made an electronic bank payment on May 20, 2025. I reviewed with Ms. ******* what her next bill will be. I explained that there is a credit balance which will reflect on the billing statement dated June 7, 2025. As a result, a refund is not warranted and has been respectfully denied. Please be advised Ms. ******* was not overcharged and the billing is accurate on the account. 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,
  
  
  ****** *.
  Elite Customer Experience
  
  

  Customer Answer

  Date: 06/02/2025

  [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.

  Brief Complaint Description for *** (under 2000 characters)(Full complaint letter in PDF in attachments):I am filing a complaint against Xfinity (Comcast) for unauthorized service changes and deceptive billing. My account number is *******************, service address: ************************************ March 2025, I changed to a 12-month promotional plan reducing my monthly bill from $147.57 to $114.57, confirmed in my May 2025 bill.On May 23, 2025, I contacted Xfinity due to poor internet performance caused by a defective leased modem. During the chat, an agent named ******** offered a replacement modem and also proposed a new plan. I explicitly declined any plan change and agreed only to replace the faulty equipment. I have a screen recording showing I rejected the new plan.Despite this, I received a confirmation email at 6:49 AM for a new plan/order I never approved or signed. I contacted Xfinity again to reverse it but was repeatedly transferred between agents without resolution. No one has reverted the unauthorized changes despite my clear rejections.I am including attachments showing: Billing history and complaint letter to ****Full chat transcript and Screen video showing I declined the new plan were submitted to *** since BBB does not support video formats.This behavior is deceptive and violates consumer rights. I request *** assistance in:Reversing the unauthorized plan/order Reinstating my $114.57/month agreement Ensuring no further plan changes without written consent

  Customer Answer

  Date: 05/23/2025

  Additional documents

  Customer Answer

  Date: 05/23/2025

  chat screen recording video

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  Better Business Bureau
  *****************************************************
  **********************
   
  Re: Kai ***************************************************************************************************** Number:23369101
  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 28, 2025, I spoke with Mr. *** *** regarding his service and billing related concerns. On March 11, 2025, Mr. *** accepted a 24-months transitional promotional offer for the Gigabit Internet service. The first-year promotional rate is effective March 11, 2025 through April 8, 2026. On April 9, 2026, the promotion will transition to the second-year monthly rate through April 8, 2027, at which time regular rate will apply. The above Gigabit Internet promotion rate does include a monthly discount for enrolling in paperless billing and automatic payments using ************* account. Mr. *** also subscribed to ******************* The rates do not include additional services, equipment such as modem rental, taxes, or fees which are subject to change. 
  
  On March 23, 2025, a service order for xFi complete which includes Xfinity modem/gateway and unlimited internet date was submitted by a Xfinity chat representative, at which time Mr. *** accepted and consented via text message, which included a link for him to review the order. The link provided an itemized list of services, along with the pricing details, and allowed him to approve the order. 
  
  Subsequently, on the same day, Mr. *** visited a local Xfinity retail store to pick up a replacement modem to resolve his service issues.
  
  During our conversation, I adjusted his service by removing the xFi Complete plan and adding the modem rental to his account, effective retroactively to May 23, 2025. Mr. *** approved this change via text message. Additionally, he confirmed that his internet service is functioning properly with the replacement Xfinity modem. 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,
  
  
  ***** ** *.
  Case Manager | 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.

  After a complaint last year I discovered I was being charged for 4 boxes when I have only ever ordered 3 for my house. The tech came and replaced 2 of them and took with him. Somehow i am still being charged over a year later $12.99 a month for a box I was promised by customer service would be taken off. On top of that I ordered a new internet modem and as seen in conversation below how reliable customer service is. She never even placed order and as seen she states she placed order and is on the way. I do not know whats going on but I need my $181 plus dollars back. I was promised last year this would be resolved?

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *******
              *****************
              ********** , ** 17053
  
              Case Number:              23369074
              Date of Notice:             June 4, 2025
  
  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 **** ******* via telephone and email. Although I was unable to reach **** *******,a review was completed on the account. Our records indicate that on Mar *******, during a technician visit, two tv boxes were removed (with serial numbers ending: 5772, ***** and two replacement tv boxes were installed (with serial numbers ending: L042, 1684).
  
  In addition, our records reflect that on June 16, 2024, a shipment order with tracking number ending in 1033, for a video converter and remote was completed. On June 17, 2024, an email for this order was sent to **** *******. The video converter and remote were delivered at the address above on June 18, 2024. There was no record of an internet modem being shipped or delivered.
  
  **** ******* was charged for the fourth converter for an amount, with a partial charge assessed on Jun 16, 2024, and regular charges from Jul 2024 to Nov 2024, and a higher amount from Dec 2024 to May 2025. On June 11, 2025, the video converter with serial number ending in 9194 was removed from the account. A credit was applied on the account on June 11, 2025, as a courtesy, which will reflect on the June 23, 2025 billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  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: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.

  After over 35 years of being a Comcast customer, on May ******** I canceled my service with them. I returned all the necessary equipment the following day (May 5th 2025) and I was given a receipt showing this. A few day later I received my last statement from Comcast showing that I had a credit of $185.31. After spending three days calling Comcast, I have been unable to speak to anyone to explain when and how I will get my refund back. I usually get someone from another country who cannot give me a diffinitive answer. I feel that this practice from Comcast is an attempt to discourage people from trying to get their credit returned. At this point, I'm not sure what else to do. Please assist with this issue not only for me, but for others dealing with this same issue. Over the last ten years their service has become suspect. I left their service after being told I would not be charged for a service charge. Despite several supervisors from Comcast telling me that I would receive a credit for the $100.00 I received an email telling me that my credit was denied. I paid the last bill in full, which n included the $100. After this, I decided to cut ties with Comcast.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ********
              ********************
              ****, WA 98424
  
              Case Number:                    23368607
              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 ***** ********, regarding Xfinity service.
  
  On May 30, 2025, I spoke with ***** ********,regarding a refund request. ***** ******** account disconnected service effective May ******. ***** ******** was due a refund for the credit balance that resulted when proration credits were applied to the account on May 7, 2025. On May 23, 2025, the process for the credit balance refund was initiated. ***** ******** confirmed he received this refund on May 30,2025. 
  
  In addition, a courtesy credit was applied to the account on May 27, 2025, which resulted in a second credit balance. The service call fee that was charged on March 19, 2025, was reversed on May 27, 2025. This credit will be reflected on the June 16, 2025, billing statement.  ***** ******** will receive an email within 15 days after the second refund process is initiated and will be provided instructions on how to claim the refund.  If no verified email or if no action is taken, a prepaid card will be mailed to the bill-to address on the account.  The refund process may take up to 4 weeks.  We will follow up with ***** ******** to ensure receipt of the refund.
  
  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
  
  
  Grabbed my phone

  Customer Answer

  Date: 06/09/2025

  I had not previously responded because Comcast had not yet fulfilled their promises to me of two refunds that I was entitled to. I received one at the time or your first request, but had not yet received the second refund. On 6/6 I received the last credit due. For this reason, I am now responding. I am pleased with the outcome, only wish I would've have to taken this route. That you for your assist.

• Initial Complaint

  Date:05/22/2025

  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 chatted with Xfinity on 5/18/25 to lower my internet bill. In the process they were able to give me a deal on bundling internet and my mobile phone. One of the perks being that Id receive a iPhone 15 pro max provided I traded my current phone in. They signed me up, took a down payment of $133.83 and told me my phone would be shipped to me. They sent me tracking details for *****. The first delivery day the driver said no one was home and he couldnt deliver. He added a picture of his shoes to prove I wasnt home. However, the address he went to is in ******** and I live in *******. I informed Xfinity of this and they offered to change the address to my job. For four days now ***** has said I was not home and continue to deliver to the Norcross address. There was never a door tag left nor a picture of my front door to confirm this. I asked Xfinity to cancel my order and refund my money but they wont do it. They just keep offering to try and re-deliver my new phone. Today Xfinity has updated their notes with ***** saying the package is damaged and undeliverable. Xfinity is refusing to refund my down payment or cancel the mobile order. I want the order canceled and my money refunded immediately.

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:******* ******
  *********************************************************************
  ********************
  
  Case Number:23368218
  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.
  
  Comcast records reflect on May 18, 2025, an order was placed for the Apple iPhone 15 Pro Max, 256 GB device. Per ***** tracking, the device was in transit with ***** since May 22, 2025. 
  On May 21, 2025, a case was submitted to have the device recalled/rerouted, however this ticket was closed advising that a recall request was submitted but not guaranteed and if no update within 5 days to file fraud claim. 
  On May 25, 2025, the line of service was activated, a number was not assigned however this generated a billing cycle.
  On May 27, 2025, I spoke with ******* ****** and explained the information above. On May 27, 2025, a new case was submitted for the lost in transit shipment. On May 29, 2025, the semi activated line was cancelled, refund was issued for the Point-of-Sale transaction and all charges associated with the device was removed. ******* ****** was advised to allow 3-5 days to receive the refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
   
  ****** *.
  XM Executive Resolutions
   
  

• Initial Complaint

  Date:05/22/2025

  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 express my concerns regarding my current Comcast bill. I have been a loyal Comcast customer for over 25 years and currently maintain two active accounts with your company. I am 75 years old and my wife is 68. We do not stream content or use the internet heavily, and we were assured that our internet service includes unlimited data.Despite this, my most recent bill exceeds $330, which is unusually high and appears to be incorrect. I believe there has been a mistake in the billing, possibly involving inaccurate data usage charges or other fees not applicable to our usage or service agreement.Given our minimal internet usage and long-standing relationship with Comcast, I kindly request a review of our account and a bill adjustment in the amount of $100. I trust that Comcast values its long-term customers and will resolve this matter promptly and fairly.Please contact me at your earliest convenience to confirm receipt of this complaint and to inform me of the steps being taken to address the issue. I appreciate your prompt attention to this matter.

  Business Response

  Date: 06/11/2025

  June 11, 2025                                                                                      
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ******
              ****************
              ************, IL *****
  
  File Number:             23366738
  Date of Notice:             May 23, 2025  
  
  Dear *** or Madam:
  This letter responds to the above-referenced complaint submitted to your office by ******* ******. 
  In 2016,Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in ******* ******* area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 491 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively,customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1]  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. ********* exceeded his 1.2 TB data usage threshold in February 2025 and received a courtesy month credit for this overage. *** ****** again exceeded his 1.2 TB usage threshold in March and April 2025, for which he incurred an overage charge. On May 22, 2025, *** ****** signed up for xFi Complete, which includes the unlimited data plan, and has not incurred (and will not incur) any overage charges for his data usage from May 2025 forward.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement.  In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  To ensure the accuracy of its usage meter readings,Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  NetForecast, an independent auditor of the accuracy of ******** usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter. The most recent NetForecast report can be viewed at ******************************************.
  As NetForecast has noted,there are many sources of unexpected consumption that may contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates may be significant.
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications may operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic may be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks may result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose.  Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses.
  
  Regarding ******* ******* billing concerns, our account review found no discrepancies or errors in billing. On May 22, 2025, *** ****** was given a credit for $100.
  
  A Comcast Customer Security technician made several attempts to contact *** ****** to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician verified that *** ******* modem was provisioned for his account and that the data usage recorded for the *** address associated with *** ******* modem is correct. The technician left a message with his direct contact information should *** ****** have any questions.
  
  On June 9, 2025,a Comcast representative may several attempts to contact *** ****** to discuss his concerns and apologize for any inconvenience he may have experienced.  Unfortunately, all attempts to contact *** ****** were unsuccessful.  A credit was applied to *** ******* account was reflected on the June 3, 2025, billing statement. The representative left a message with their direct contact information should ********* require additional assistance.
  We are providing a copy of this letter to ********* so that he can contact the *************************** team with further questions or concerns.
  Sincerely,
  Comcast ***************************
  
  **************
  cc:        ******* ******
  
  
  
  
  [1] ******************************************************************************* courtesy months, any overage charges are credited on the
   customers billing statement. 
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6] *********************************************************************
  [7] These tools are available at *******************************************************************************.
  [8] ****************************************************************************************************

• Initial Complaint

  Date:05/22/2025

  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.

  Moved end of November 2024. Moved services. They double charged me for old house & new house December - April. Now my whole account is messed up. They arent fixing the issue at hand.

  Business Response

  Date: 06/06/2025

  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ******
              504 **********
              **********, ********
  
                Case Number:                    23366692
              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 Ms. ***** ****** regarding Xfinity service.
  
  On May 23, 2025, I spoke with ********* regarding a billing explanation. Our records indicate that on November 23, 2024, Ms. ****** activated services on the current account ending in 8045.A review indicated that the previous account ending in 7624 was not properly linked to transfer the services and continued to be billed. 
  
  The account ending in 7624 was disconnected on April 19, 2025, with a stop billing date of April 19, 2025. The billing statement dated April 19, 2025, generated and reflected the balance owed. On April 21, 2025, credits were applied to the account for the remaining balance owed. On April 21, 2025, a billing adjustment was applied to account ending in 8045 and was reflected on the billing statement dated May 19, 2025.
  
  In regards to Ms. ****** Xfinity Mobile concerns, a representative spoke with her on June 2, 2025.On January 20, 2024,  ********* purchased two Apple iPhone 15 mobile telephones on installment plans for 24-months with the unlimited data plan. Ms. ****** was not billed on two separate Xfinity Mobile accounts. Ms. ****** can initiate the early upgrade process at *************************************************************************** or visit a service center. A representative will determine if the telephones are eligible for an upgrade based on the number of payments remaining. The current telephone needs to be at least 50% paid off for an upgrade. If the telephone is not eligible for a early upgrade an additional payment can be processed to make the telephone eligible. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations