Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had called billing to discuss the billing error that occurred. I let them know that credits were needed to be adjusted to be able to make a payment for the bill. Since opening an account with Comcast in September, they created three separate accounts under my phone number for Internet services. I have been unable to access my bill through the Comcast app as stated and I have called numerous times to have the other accounts deleted and also to fix the account to the correct unit number m. Since opening this account in September I have had numerous issues with being charged incorrectly every month. I have removed my card from automatic payments due to being charged more than I agreed on the contract every month. I never ordered a modem or anything my apartment had the Comcast modem already installed and say that that is the only Internet service that I am able to receive in this apartment complex. I am no longer interested in having Comcast due to them trying to pull payment on numerous occasions even after I let them know that Ido not authorize any automatic payments and that I will be making the payments myself either in person or calling in to provide my card number. This is the very first month that I was even able to view my bill on the app after calling numerous times letting them know that it showed a zero balance on the app. I would like the account to be corrected and fixed then close the account because I am no longer interested in having Comcast. It has been a terrible experience and I will never use Comcast. Only reason I have is because I was forced from my apartment. I will try to get an Internet service another way. The supervisor was even very rude and stated that I need to be responsible and make my payments on time which I am, but I willnever agree and make a payment to incorrect Billing errors and just pay extra just because. He was very rude and I do not appreciate the comments made as I make all my payments on time.

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              *******************************
              *****,** 77565
  
              Case Number:                      23366645
              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, a service-visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the defective modem. On May 28, 2025, I spoke with Ms. ***** and verified that services are working correctly.
  
  On May 27, 2025, a previous agent applied a credit for the service-related concerns. On May 28, 2025, a credit was also applied to the account. The credits will reflect on the June 1, 2025, billing statement.
  
  Our records reflect Ms. ***** enrolled into automatic payments on September ******, and unenrolled in the service on March 1, 2025. On May 28, 2025, I explained to Ms. ***** how the automatic payment service works. We have no records to substantiate the claim of unauthorized debit(s). Ms. ***** did not confirm any date(s) of these transactions.
  
  Regarding a different price than promised, on September 5, 2024, Ms. ***** accepted a 24-month promotional discount for the Gigabit Internet effective September ******, through September 4, 2026, at which time retail rate will apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  Additionally,the account was enrolled into a 24-month promotion for the XFi Complete, at no additional cost, effective September 5, 2024, through September 4, 2026, at which time regular retail rates will apply.
  
  Our records also reflect a second account was opened at ***********************************************************************, opened September 4, 2024, and closed on September 5, 2024. No charges were applied.
  
  Regarding a request to close the account, further contact with Ms. ***** is necessary for consent and security purposes. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:05/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast Business has been charging my account fees for the past 6 billing cycles that are NOT what I agreed to in my contract, and they refuse to fix the issue. My contracts expired last year and we renegotiated the internet and VoiP contracts in mid January with the "loyalty department". The **** name was ***** *******. In late Jan I noticed that the billing still seemed incorrect, so I called Comcast. The billing department told me that it looks like Mr. ******* only executed the internet contract but not the ********* contract. He asked that I reach back out to the original *** to re-execute that contract as he could not help. He also said that Mr. ******* could back-date the contract to the original ******* Feb I called Comcast again. This *** told me that Mr. ******* still has to execute the contract. Eventually Mr. ******* resent the ********* contract to be re-executed. In March I called again because the billing still seems incorrect and that *** told me that it did not look like the contract was made retro-actively effective jan 16. Again said that they would ask Mr. ******* to fix it. I never heard ******* is now late May. Suddenly I get a bill for nearly $900 (for May and June). I called Comcast Billing again on 5/19. This *** again told me that the ********* contract was not executed. He said that a supervisor would call me back for sure, within the next two days. Of course, it is now 5/22 and I have not heard back.I run a small dental office and I see patients during the day. Every time I call Comcast Business it costs me 1-2h of my time. Every single time the *** has been unhelpful or not authorized to help. It has been extremely frustrating. I am hoping that I can receive help by filing a claim. I would like my billing to be corrected and for the hundreds of dollars overpaid in the last 6 months refunded back to me.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       Yen-***** ***
              *********************
  Suite C
              *********************
  
              Case Number:                    23366604
              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 Yen-***** ***, regarding Comcast Business service.
  
  On May 23, 2025, I spoke with Yen-***** ***, regarding a billing concern. ************** *** signed a renewal agreement for both her internet and Business ********** services on January 16, 2025, but only the billing for the internet services was updated.  Yen-***** **** Business ********** renewal was supposed to reduce the monthly rate for the cost of her 7 seats (phone lines) for 36-months.  Yen-***** **** renewal order was re-entered by our Loyalty team on June 20, 2025; and the order was accepted. The billing will be updated on the next billing period,from July 15, 2025, to August 14, 2025. 
  
  I spoke with Yen-***** *** on June 23, 2025, and advised her of the billing update. I applied credits on June 23, 2025, and they will appear on the July 15, 2025, 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 a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 06/26/2025

  In the past Comcast has said they would work on it, and the issue did not get resolved. Therefore, prior to closing the case I would like to wait until the next billing cycle to make sure the issue was actually resolved.

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my services disconnected for my internet services with this company. I had an arrangement, I made a payment and they disconnected my service because Xfinity said it was returned. I made several attempts to notify them that my ********** confirmed the payment was processed in final. I also had Xfinity cell phone service from this same company and rewuested to have the service discontinued 4-6 months or more ago, but they disconnected me recently stating I owe them more than $200. Xfinity continued to charge me after they disconnected my cell phone service for months and charge me. How can I be charged for a monthly service without a service. So both Xfinity internet and cell phone service they continued to charge me for services I did not have. The company disconnected me due to non payment and charge me. Xfinity internet service was shut off by the company May 15th due to non payment, payment cleared on May 17th, they have kept my services off. Xfinity cell phone service I had requested to disconnect and they did not, they also shut off the cell phone due to non payment. I refused since I requested disconnection earlier, but they continued to allow the monthly bill accumulate and now I have been sent me to collections.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** Fourkiller *******
              ****************
              *******************
  
              Case Number:                    23366346
              Date of Notice:             May 22, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. **** *******, an authorized user on ***** ******* account,  regarding Xfinity Mobile service.
  
  On August 14, 2024, Ms. ******* subscribed to the Gigabit X2 Internet service under a 12-month contract, effective through August 14, 2024, through August 14, 2025. The promotional rate was good from August 14, 2024, through September 11, 2025, At the time of subscription, Ms. ******* also enrolled in Xfinity Pro Protection at the standard retail rates and choice TV at retail rates. Our records confirm that the account included three products, qualifying for a three-product bundle discount.
  
  On May 4, 2025, Mr. ******* set up a payment arrangement for the past due to be paid on or before May 17, 2025. On May 7, 2025, a new billing statement generated and reflected the past due balance that was due immediately and new charges that were due by May 29, 2025.
  
  On May 14, 2025, an Electronic Funds Transfer (EFT)payment was processed. On May 16, 2025, the *** payment was returned to Mr.Rameriezs banking institute. On May 16, 2025, a Return EFT fee was applied to the account.
  
  Due to the broken payment arrangement, the account was placed into soft disconnection of services on May 17, 2025, with an effective hard disconnection date of May 22, 2025. On May 22, 2025, ************* services were terminated for non-payment with an effective stop billing date of May 16, 2025.
  
  On May 22, 2025, an early termination fee was applied to the account. On May 22, 2025, prorate credits were applied to the account.These changes were reflected on the final billing statement generated on May 22, 2025.
  
  An Executive Customer Relations representative made multiple attempts to contact **** ******* to provide the above information but was unsuccessful.
  
  Regarding the Xfinity Mobile billing concerns, on August 8, 2021, Ms. ******* ordered a ******** One 5G Ace on the By the Gig plan,which included 1 GB of shared data for $15 per month. The device and plan were activated on September 9, 2024.
  
  Ms. ******* missed payment on November 29, 2024, for billing cycles starting October 9, 2024, and November 8, 2024, and as a result,the line was suspended for non-payment on December 26, 2024.
  On February 13, 2025, Ms. ******** mobile account was fully canceled for non-payment. On March 20, 2025, the account was sent to collections.
  
  On May 23, 2025, I spoke with Ms. ******* regarding her mobile account concerns. I applied a one-time courtesy adjustment to the final balance on the mobile account due to no data usage during the billing cycles of January 9 February 8, 2025, and February 9 March 8, 2025. This adjustment was applied immediately.
  
  Ms. ******* was advised that, because the mobile account had already been referred to collections, she would need to contact Credence directly to resolve the remaining balance. Xfinity Mobile has updated the agency with the revised balance. 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,
  
  
  ******* *.
  Xfinity Mobile Specialist, Tier 2
  
  

• 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 had an internet issue on 05/21 I called Comcast and they scheduled a call the call was routed outside of ** to ***** as one of the technician that I spoke with confirmed. That was not an issue but the issue was that today in the after noon I got a phone call from ************** stating that we are from advanced xfinity team and asked for me by my first and last name. The number while it was ringing stated xfinity thats why I picked up. Based on gut feeling I hung up to verify and when I googled it the number came across as suspicious when I called Comcast xfinity she confirmed that its not xfinity number and she forwarded my call to comcast xfinity security department to have this investigated which also seemed like based out of US so I just hung up.I would like xfinity to investigate who shared my info from the overseas call center that I got a call today from ************** impersonating as xfinity knowing my name number and that I have an internet issue and probably my address.

  Business Response

  Date: 06/20/2025

  June 20, 2025     
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ****** J
               , MI 48193
  
           File Number:                ********
          Date of Notice:              May 22, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ******. 
  
  Regarding the call from *************** claiming to be advanced Xfinity team, *************************** determined that the interactions were likely part of a scam perpetuated by an unknown third party. The telephone number referenced in ****** ****** 's complaint is used by Comcast.
  
  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[1] and advises customers about common fraud techniques and ways to avoid them.[2]
  
  On May 23, 2025, a Comcast *************************** technician attempted to contact ****** ******. Unfortunately,all contact attempts were unsuccessful. The Comcast *************************** technician left a message with direct contact information. Contact with ****** ****** is required for further assistance with this matter.
  
  Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  Comcast ***************************
  **************            
  
  
  [1]*******************************************
  [2] ********************************************************************************************************************************

• Initial Complaint

  Date:05/22/2025

  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.

  Back on February 13th, 2025 I called Xfinity to cancel my internet service and the lady over the phone agreed to do so. I still got charged later that month. I let it go but contacted them again by online chat in early March to ensure that service was canceled and, again, I was told it was now canceled. Later in March my card was charged regardless. I contacted them yet again in mid-March by online chat and got the run-around. I finally called on March 30th and had to be very strong and emphatic in order to cancel service. Amazingly, they charged me again! My credit card returned the funds but Xfinity presented the charge once again and now they refuse to accept that I had cancelled before. I'd like the refund of my U$ ************, after a "supervisor" telling me a few days ago that I would get refunded, I have been told that the request is denied. No explanation.Also, just to point out three things that Xfinity does which are a reflection of their antics to handle complaints. First, they transfer the customer from one agent to another and keep saying "Let me check this for you", or "let me review the conversation so we can pick up where you left off". They are just extending the interaction so the client gets bored. Secondly, customers are supposed to be able to download a copy of the chat after it is disconnected but, when one tries to do so, it frequently gives an error (happed to me twice out of three conversations. Finally, they do not allow for the clients to remove the credit card from the account, allowing them to charge at will.Finally, further proof of their ill-intentions, as verified by the attached transcript, I have repeatedly requested copies/recordings of my interactions with them which they have said that they are unavailable.I want Xfinity to refund me my U$152.35 which was wrongfully charged on May 19th (allegedly for the month of March).

  Business Response

  Date: 06/05/2025

  
  June 5, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ******
              , FL 33149
  
                Case Number:                    23366063
              Date of Notice:             May 22, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ***** ****** regarding Xfinity service.
  
  On May 23, 2025, I spoke with Mr. ****** regarding a billing explanation. Our records indicate that on March 30, 2025, a voluntary request for the disconnection of the account was entered. The disconnection of the account was completed on April 9, 2025, with a stop billing date of March 30, 2025.
  
  Account details reflect that on May 6, 2025, a payment was returned that was processed on March 16, 2025. A payment was processed to the account on May 16, 2025, for the balance owed. A courtesy credit was applied to the account on May 23, 2025, for the amount of the returned payment. The returned payment and credit were reflected on the billing statement dated May 9, 2025.
  
  I confirmed that the account was billed correctly for the subscribed services. On May 29, 2025, a refund was processed for the credit amount which will be received within 3-5 business days. I apologized for any inconvenience that may have been caused while attempting to resolve this matter. I will follow up with Mr. ****** to confirm her received the refund.
  
  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
  
  

  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:05/22/2025

  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.

  My monthly Xfinity plan is $29.95 and I was enrolled in an Installment Plan Payment last year where I made several payments. I paid my full balance of $91.68 on May 16, 2025. Yet when I received my latest statement on May 20, 2025 it shows I've only made 5 of 9 $15.89 Payment amounts, based on a 9-month installment. I believe this is in error as there is no remaining balance left to pay and Xfinity is engaging in fraudulent behavior.

  Business Response

  Date: 06/02/2025

  June 6, 2025
  
  
  Better Business Bureau
  ***********************
  ********************
   
  Re: ******** ***********
  *******************************
  ****************************
  
  Case Number:23365939
  Date of Notice: May 22, 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 30, 2025, I spoke with Mr. *********** regarding a billing concern. Mr. ************ account shows a history of carryover balances due to multiple missed and partial payments, which has led to varying balance amounts reflected in the monthly billing statements. Additionally, late and reactivation fees have been applied to the account.
  
  On August 18, 2024, 2024, a billing statement generated reflecting the past due balance from the July 18, 2024 billing statement which was due immediately at that time. The bill also included new charges for the service period from August 23, 2024 through September 22, 2024, including the late fee charged on August 10, 2024. The new charges were due on September 3, 2024.
  
  On August 22, 2024, a credit card payment was applied to Mr. ************ account. On August 23, 2024, Mr. ************ account was enrolled in a 12-month installment payment plan to pay the balance at that time. Each month, until the plan is exhausted, Mr. *********** was responsible for an installment amount, in addition to his regular monthly rate. These changes were reflected on Mr. ************ September 18, 2024 billing statement.
  
  On September 18, 2024, a billing statement was generated reflecting a previous balance from the August 18, 2024 billing statement, a credit card payment credited to the installment plan, and new charges for the September 23, 2024 through October 22, 2024 service period, including the first of 12 installment payments. The new charges were due on October 12, 2024. No payment was received at that time.
  
  On October 18, 2024, a billing statement was generated reflecting the past due balance from the September 18, 2024 billing statement which was due immediately at that time. The bill also included new service charges for the October 23, 2024 through November 22, 2024 service period, including the second of 12 installment payments. The new charges were due on November 10, 2024. On November 14, 2024, a partial payment was received and applied to the balance owed from the September 19, 2024 billing statement.  
  
  On November 18, 2024 a billing statement was generated reflecting the previous balance from the October 18, 2024 billing statement which was due immediately at that time. The bill also included new service for the November 23, 2024 through December 22, 2024 billing period, including the third of 12 installment payments, and late fee. The new charges were due on December 11, 2024. No payment was received at that time.
  
  On November 23, 2024, Mr. *********** downgraded to Internet Essentials effective that same day. During this change of service, the Installment Payment Plan rate code was removed from Mr. ************ account in error. As a result, the remaining full installment payment plan was applied to the account. These changes were reflected on the December 18, 2024 billing statement. 
  
  On December 18, 2024, a billing statement was generated reflecting a past due balance from the November 18, 2024 billing statement which was due immediately. The billing statement also included new service charges for the December 23, 2024 through January 22, 2025 billing period and the fourth of 12 installment payments. The balance owed was due by January 10, 2025. No payment was received at that time.
  
  On December 23, 2024, the remaining nine-month installment plan for the balance was reinstated to Mr. ************ account, reverting from the original 12-month plan. This adjustment was reflected in Mr. ************ January 18, 2025 billing statement.
  
  On January 18, 2025, a billing statement was generated reflecting a previous balance from the December 18, 2024 billing statement minus the adjustment for the installment plan. The past due balance was due immediately at that time. The bill also included the new service charges for the January 23, 2025 through February 22, 2025 billing period, including the first of 9 installment payments. The new charges were due on February 10, 2025. No payment was received at that time.
  
  On February 18, 2025, a billing statement was generated reflecting the past due balance from the January 18, 2025 billing statement which was due immediately that time. The bill also included new service charges for the February 23, 2025 through March 22, 2025 billing period, including the second of 9 installment payments, and a late fee charged on February 10, 2025. The new charges were due on March 14, 2025. No payment was received at that time.
  
  On March 18, 2025, a billing statement was generated reflecting the past due balance from the February 18, 2025 billing statement which was due immediately at that time. The bill also included new service charges the March 23, 2025 through April 22, 2025 billing period, including the third of 9 installment payments. The new charges were due on April 10, 2025. On April 4, 2025, a partial payment was received and applied to the account. 
  
  On April 18, 2025, a billing statement was generated reflecting the previous balance from March 18, 2025 billing statement minus the partial payment made, which was due immediately at that time. The bill also included new service charges for the April 23, 2025 through May 22, 2025 billing period, including the fourth of 9 installment payments. The new charges were due on May 11, 2025. On May 15, 2025, a payment for the balance owed on the April 18, 2025 billing statement was received and applied to the account. 
  
  On May 18, 2025, a billing statement was generated reflecting new service charges for the May 23, 2025 through June 22, 2025 billing period, including the fifth of 9 installment payments and late fee charged on May 11, 2025. The new charges are due by June 10, 2025. 
  
  Currently there are four remaining installment payments, which will be reflected on the June, July, August, and September 2025 billing statements.
  
  Please be advised the billing on this account is accurate. The request for compensation is unjustified and has been respectfully denied. 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 
  

  Customer Answer

  Date: 06/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23365939
  
  I am rejecting this response because:  During my conversation with ***** Fe.T, I repeatedly requested printed documentation for the installment plan and my payment history as well as ending the installation plan and allowing me to pay the remaining balance in full. Both of which she refused to provide.

  Her response to the Better Business Bureau also states Additionally, late and reactivation fees have been applied to the account., however there is no reactivation fee as of this current billing cycle, only the $5 late fee. 

  I no longer wish to speak with ***** Fe T due to the language barrier and her unprofessional service. 

  
  
  
  Regards,
  
  ******** ***********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/19/2025

  On June 2, I contacted Xfinity regarding the matter and requested someone other than ***** Fe T, contact me. However ***** Fe T called again on June 4. Xfinity has also refused to provide me a with printed statement or documentation regarding the installment plan.

• 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.

  May 19, 2025: four hours on phone with tech support, no resolution, told to hold on, line went dead. NO RESOLUTION!!

  Business Response

  Date: 05/24/2025

  May 24,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ****
  ***********************
  ***************************
  
                  Case Number:                                      23365850
              Date of Notice:                         May 22, 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 ****** **** regarding his login issue. I was able to guide ****** **** through the necessary steps to login on to the Xfinity Stream app. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last fall I purchased home internet from Xfinity, and at the point of sale I was offered a phone line and free phone. I declined since I dont need it. This spring I received a call from a debt collector alleging I owed Xfinity for a phone and phone lines of service. Previous to the collections call, I had not received any communication about this - no mail, no email, no bills, no calls, no notice on the app. My account is set up for auto-pay for the internet service, and even that never reflected the alleged charge. After receiving the collections call, I called Xfinity customer service to see if there was some charge I was unaware of, and they said there was nothing besides the home internet. Then, I went into a store and asked them to remove the charge since I had not made it. The store *** created a ticket and informed me I had not one but TWO phone lines and a device unpaid on my account. Since then, the collections/unpaid charge has gone onto my credit ***ort, and is noted as disputed. Ive called customer service multiple times but no progress has been made on resolving the issue. Every time I call in, the *** just says theres been no update to my ticket and that they will update me when progress has been made. Its now been **************************************************************************************** resolution. Federal regulations require that disputes be resolved within 30 days. My request is twofold - Contact the company and get them to actually act and remove this fraudulent charge and take it off my credit ***ort. Secondly - examine their customer service processes because its outrageous that NO action has been taken to resolve this in almost a month. Its also outrageous that I never received any communication about the charge till collections called. That processes needs to be examined as well. Thank you.

  Business Response

  Date: 06/11/2025

  
  June 11, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* ********
           ***************************************
           **********************
  
           Case Number:    23365779
           Date of Notice:   May 22, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* ********.
  
  On September 18, 2024, two Xfinity Mobile lines were ordered on ******* Hamiltons account using two customer-owned devices. ********************** billing begins after seven days unless service is cancelled within those seven days, as stated in the customer agreement. No cancellation records were found until May 22, 2025. 
  
  ******* ******** received an immediate credit on May 22, 2025, to clear the account balance. The credit reflects toward the billing cycles dated September 18, 2024, through March 17, 2025. The account is closed as of May 22, 2025, with no future billing due. 
  
  On May 23, 2025, I spoke with ****** ******** regarding the above information. On May 28, 2025, a request was sent to the collection agency to update the credit report. I apologize for any frustration and inconvenience that may have been experienced in the matter.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *** *.
  Xfinity Mobile Executive Resolutions
  *****************************-2775
  M F 8:30-5:00 EST
  
  

• 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 have been trying to work with *****, ************, yet there is little response from him and I cannot get through all of the prompts to get help from the corporate office tech support. Chat also dead ends me.1) I continually get placed on vacation hold - turning off my service and no one can help me - they say they have to wait for the office to get back online - So i lose a full day of Internet and a full day of frustrations and angers and it happens over and over again! MY TIME IS NEVER FAIRLY COMPENSATED!!!THIS ISSUE HAS NOT BEEN ADDRESSED - THE TICKET WAS CLOSED WITHOUT RESOLUTION I CAN'T GET THROUGH PROMPTS TO GET THE CURRENT ISSUE RESOLVED I DEMAND COMPENSATION FOR MY TIME AND I WANT A CLEAR RESOLUTION.CURRENTLY I CANNOT USE MY IPAD BECAUSE OF A SECURITY WARNING THAT POPPED UP YESTERDAY

  Business Response

  Date: 06/10/2025

  
  June 10, 2025
  
  
  Better Business Bureau
  ********************************************************************************
  **********************
   
  Re:   ****** ******
           **********************************
           **********, ** 60010
  
           File Number:      23365392
           Date of Notice:   May 22, 2025
  
  Dear Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ****** ******.
   
  Comcasts records indicate that Ms. ****** ****** subscribes to Internet Essentials (IE) and that IE is not eligible for the seasonal convenience plan/vacation hold. Our record shows that on April 6, 2025, and May 7, 2025, the service was interrupted due to a past due balance. During both instances, payments were made on the same day and the services were restored.
  
  A Comcast ***************** Assurance technician made several attempts to contact ****** ****** to discuss their concerns. Unfortunately, all attempts were unsuccessful.  The technician left a message with their direct contact information should ****** ****** have further questions regarding this matter.
  
  Regarding the billing issue regarding a seasonal convenience plan process, Comcast investigated ****************** concern and determined that Comcast records did not support the claim, as ****************** account was never eligible, nor billed, for seasonal rates.
  
  Regarding the request for compensation, Comcast investigated ****************** concern and determined that on May 8, 2025, credits were applied to the account for service concerns, which reflected on the May 14, 2025, billing statement. In addition, a credit was applied to the account on May 29, 2025, for service issues, which will show on the June 14, 2025, billing statement. I apologize for any frustration and inconvenience that may have been experienced in the matter.
  
  I trust this letter provides your office with information required for resolution in this matter. Should there be additional questions or concerns, please contact us at **************.
  

  Sincerely,
  
  

  Comcast ***************** Assurance

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 28, 2025, I communicated with an Xfinity customer service agent via chat to modify my internet plan. During that conversation, we agreed to change my plan to the 1100 Mbps internet service at a rate of $59 per month. I was assured this new rate would take effect going forward.However, in May 2025, I was charged the old rate of $136, which was automatically withdrawn from my account due to autopay. I did not have the opportunity to dispute or stop the charge before it was processed.I contacted Xfinity customer service on May 22, 2025 to request two things:A refund of the $78 overcharge (the difference between $136 and the agreed $59), and To ensure that my plan would be updated to the 1100 Mbps at $59/month, as agreed.Instead of honoring the original agreement, the agent attempted to enroll me in a completely different plan: 400 Mbps for $58/month, which I declined. They then offered alternative plans, but none matched what had been promised on April 28.While Xfinity eventually claimed to have issued a $78 credit, we are still in the process of verifying that it has been properly applied to our account. They have still not updated our internet plan to the agreed terms, and no explanation has been provided for why the original offer was not honored.This situation has placed a significant strain on our household. We have two young children and a third on the way, and unexpected overcharges like this create real financial hardship for us. We expected transparency and consistency from Xfinity and have instead been given misleading and inconsistent information.We are requesting the following resolution:Confirmation and application of the $78 credit to our account, and Implementation of the originally agreed plan: 1100 Mbps for $59/month, with no contract changes or bait-and-switch tactics.We hope the BBB can assist in holding Xfinity accountable for this issue and help us reach a fair resolution.

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** **********
  ****************************
  ********************
  
  Case Number:23365338
  Date of Notice:May 22, 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 Mr. ********** via telephone and email. Unfortunately, my attempts were unsuccessful. There is no record of the promotional rate referenced within the complaint being offered and there is no acceptance for the offer in question on file. The account was subscribed to the Gigabit Extra Internet service at the standard retail rate. The account received a monthly self-service discount with enrollment in automatic payments using a debit/credit card and paperless billing. 
  
  On May 28, 2025, Mr. ********** accepted a 24-month promotional rate for the Fast Internet service. The promotion includes a 12-month contractual agreement effective May 28, 2025 through May 28, 2026. The promotional rate is effective May 28, 2025 through May 28, 2027. At the conclusion of the promotion standard retail rates will apply. The promotional rate does not include additional services, equipment, taxes, or fees. Additional services include NOW TV at the standard retail rate. The account receives a monthly self-service discount with enrollment in automatic payments using a debit/credit card and paperless billing. Should either self-service option be removed the discount will no longer apply. A higher discount is available with enrollment in automatic payments using a checking account and paperless billing. The update discount would reflect within 45 days of enrollment. 
  
  On May 22, 2025, a courtesy credit was applied to the account. The credit reflected on the May 24, 2025 billing statement. Please be advised the billing on this account is accurate. The request for additional compensation and a refund has been respectfully denied. 
  
  To address any additional concerns, 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,
  
  ****** *.
  Executive Customer Relations