Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

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: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.

  The business xFinity/ Comcast, (of which I have been a customer for twenty years or more) has repeatedly raised my bill (and continues to do so) every month or so. I have had to call them just about every month to dispute my bill ( which is another complaint in itself-trying to get around the bots that they have in place to discourage me from getting to a live person). Through the repeated and purposeful lies they have told me through the years to get me to agree to whatever they wanted me to agree to, has left me hopelessly trapped. My mobile phone, my internet connection, my cable TV and my landline phone (which I need for work purposes) are all tied up in a bundle that I can no longer afford, or even change, to a different provider. I think they know what they are doing, and I am sure that there are other customers who have this same complaint. I have done all I can do. They are behaving as if they have a monopoly on these services, and I have to accept whatever price they put forth. The thing is, if only they would remain constant in their billing, instead of repeatedly trying to get more and more money out of me each month, my bill would be affordable. This raising of my bill higher and higher as each month goes by is all on them, as I never remove or add ANYTHING to my package-yet my **** ***** rises

  Business Response

  Date: 06/03/2025

  June 3, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:****** *****
  ***********************************************
  *****************
  
  Case Number:23365177
  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 27, 2025, I spoke with Mr. ***** regarding a billing concern. The account was enrolled in a 12-month promotional agreement for the Gigabit X2 Internet. The agreement was effective May 20, 2024 through May 20, 2025. The promotional rate was effective May 20, 2024 through May 22, 2025. At the conclusion of the promotion standard retail rates applied. The promotional rate did not include additional services, equipment, taxes, or fees which were subject to change. The account also reflected the ********* Video and Xfinity ***** services at the standard retail rates. The account received a three-product discount with enrollment in three services. 
  
  On April 30, 2025, Mr. ***** accepted a 60-month promotional rate for the Gigabit Internet with xFi Complete, which includes unlimited data and the modem rental, effective April 30, 2025 through May 22, 2030. The promotional rate does not include additional services, equipment, taxes, or fees which are subject to change. At the conclusion of the promotion standard retail rates will apply. The account receives a three-product discount. The account also reflects the ********* Video and Xfinity ***** services at the standard retail rate. Customer approval for the promotion was received via text message. 
  
  A monthly self-service discount is available with enrollment in automatic payments and paperless billing. The discount is higher when enrolled in automatic payments using a checking account and lower when enrolled using a debit or credit card. The discount would apply within 45 days of enrollment. 
  
  On May 27, 2025, I applied a one-time courtesy credit to Mr. ****** account. The credit will reflect on the billing statement dated June 19, 2025.
  
  On May 29, 2025, an Xfinity Mobile Executive Customer Relations representative spoke with Mr. ***** to discuss his billing concerns. During the conversation, Mr. ***** advised there are no issues with his Xfinity Mobile account. The account is currently subscribed to the 1GB of shared data package. 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: 06/04/2025

  [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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm so beyond over this company. I want my bill set at $45 where ot was. Not raised to $72 overnight. I was not being charged late fees either under my previous plan. I would also like any other charges incurred for ths same exact service refunded.Even as we speak I am simply trying to connect another laptop tio the free exfinity wifi. I have signed in on the device and it still doesn't work. This company has absolutely zero customer support. Their virtual assistant is absolutely useless. I can't even talk to someone unless I paid my past due ammount. Ridiculous .

  Business Response

  Date: 06/23/2025

  June 23,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ***** *******
              CA 94117
  
              Case Number:                      23365103
              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 on February 13, 2024, ***** ******* accepted a 12-month promotional agreement, which was effective from February 13, 2024, and expired on February 13, 2025, for Connect internet service. The agreement included a promotional discount which was effective from February 13, 2024, and expired on February 28, 2025, at which time standard retail rates applied. The promotional rate did not include additional services, equipment, taxes, and fees which are subject to change.
  
  Our records indicate a billing statement became available on April 19, 2025, for the billing period from May 1, 2025, through May 31, 2025, with new service charges, in addition to the past due balance that was carried over from the previous bill causing the account to receive late fees. As a result, the credit request is unjustified and has been respectfully denied.
  
  Our records indicate on May *******, ***** ******* accepted a 12-month promotional agreement, which is effective from May 22, 2025, and will expire on May 22, 2026, for the Connect internet service. The promotional agreement includes a promotional discount which is effective from May 22, 2025, and will expire on May 31, 2026, at which time standard retail rates will apply. The promotional rate does not include additional services, equipment, taxes, and fees which are subject to change. The pricing may be reduced by a monthly discount for enrolling in both Automatic Payments and Paperless Billing with a bank account.If the account ceases to be enrolled in Automatic Payments and Paperless Billing, this discount will no longer be received.
  
  Our records indicate on May 22, 2025, ***** ******* was assisted with successfully connecting his laptop to the internet. 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
  
  

• 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 called and canceled comcast business account and they charged me again $246.00. I was lied to by *** Jupiter and hung up on by another associate after I repeatedly asked to speak to a manager. I have spent hours on the phone trying to get this straightened out and Comcast's poor customer service, rude behavior and tactics of lying are unacceptable. My bill was increased month over month without our knowledge or consent. I want a full refund for the last 6 months.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       Freedom Church
              *******************
  Unit Office
              ******, VA 22960
  
              Case Number:                    23365036
              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 Comcast Business service.
  
  ******* ****** is currently subscribed to a 24-month agreement for the Business Internet Advanced and ********************** This promotional package was effective March 7, 2023,and expired March 7, 2025. ******* ****** has been advised that Article 5.1 regarding the 30-day notice required when disconnecting services, can be found in her Terms and Conditions (******************************************************************************) and on page 2 of her service order agreement. Additionally, ******* ****** spoke with a Business Loyalty representative to request a full disconnect of service on May 13, 2025. During this conversation, ******* ****** was advised by a Business Loyalty representative that because the services were for a church, the 30-day notice would be waived. The customers waiver was not processed because the required tax exemption form was not on file.
  
  On May 22, 2025, ******* ****** spoke Comcast Business Support representative after auto-payment was processed on the account on May 20, 2025. Reviewing the call recording indicates that ******* ****** did not authenticate the account. Therefore,the representative could not escalate to a supervisor, as requested. ******* ****** disagreed with Comcast authentication policy, and the call was ended.
  
  Auto pay and eco billing were set up by a representative of the business for this account; under an email address that was valid, at the time. Comcast received no inquiries, regarding updating the email on file or electronic billing. All notifications regarding account billing were sent to the email address initially provided by the customer.
  
  On May 23, 2025, I spoke with ******* ****** and provided the above information. Additionally, I advised ******* ****** that the disconnect process is not immediate and once processed in the system, billing will be backdated to the requested date. As a courtesy, the 30-day notice requirement to disconnect services has been waived without the required tax-exempt form, and the account was disconnected on May 23, 2025, with an effective stop billing date of May 13, 2025. The request for a credit for 6 months of service was respectfully declined; as we show service was functioning as intended, and utilized by the customer up to the requested disconnect date.
  
  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,
  
  
  ****** *.
  Business Executive Support
  
  

• 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.

  XFinity is garbage, they will not fix my issue. They also refuse to answer here to make it look like they took care of it, while responding via ********* Modem connection power is perfect (Up and Down)Modem connects to all channels (up and down)Modem is a Full Spectrum DOCSIS 3.1 Router is a ****** BE (that's WiFi 7)(All of this is better equipment that Xfinity uses or supports)Set-Top box belongs to Xfinity Per my Bill, I pay for Gig Internet.Per my App its only 800 (For some reason)Per the Xfinity site, I don't have an Internet plan (But that's not their mistake)My Name has been misspelled, forever (they refuse to change the spelling)Have tried 3 different modems (with and without a router)2 different rotors Internet speed go between ****** (should be 1000)TV dropps, lags, and pixelated Per the e-mails they sent Your Name has been changed to be spelled correctly (a week later and it has not)Connection levels look good, not our problem (but we will still take your money)TV still drops in and out They don't care cause no one is allowed service here other than Xfinity.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** *******
           **, 60450
  
           Case Number:   23364994
           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.
  
  I made several attempts to contact ******** ******* via telephone and email; however, my attempts were unsuccessful. A review of the account indicates that an appointment was scheduled for May 23, 2025, by our dispatch team for an area supervisor to investigate and address reported concerns. However, the appointment was cancelled by Mr. ******** Comcast cannot guarantee wireless speed, as many factors contribute to slower speeds when using the wireless connection. Speed tests can be completed via ****************************************** A review of the service levels confirms that all signals are within the proper specifications. As a courtesy, on May 7, 2025, a one-time credit was applied to the account, which is reflected on the May 18, 2025, billing statement. 
  
  To resolve this matter and address any further concerns, contact with ******** ******* is necessary. 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,
  
  
  ****** *** S.
  Executive Customer Relations 
  
  

• 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.

  184 internet outages in one month. Two scheduled appointments where no one showed up. May ************************** small accident and delayed. Then told driver was in the way. May 22 appointment no one ever showed up. Received a text saying tech was on site. When I called to ask about tech being on site I was told I was lying about receiving text. Xfinity has failed to comply with terms of contract by above actions however they will not allow contract to be cancelled and if I disconnect service I will owe cancellation charge. The only recourse they offer is a 5 year plan with no contract. I simply want out of the contract and away from xfinity. Their customer service departments are lacking.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ***** ******
           *********************
           *****, FL 32097
  
           Case Number:   23364945
           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. 
  
  Our records indicate on April 22, 2025, the service was affected by an outage in the area that self-cleared the same day. On April 30, 2025, an outage occurred in the area that self-cleared the same day. An outage on May 1, 2025, occurred in the area that self-cleared the same day. On May 1, 2025, the service was affected by an outage in the area that was resolved the same day by adjusting the signal levels. Outages occurred on May 5, 2025, and May 6, 2025, in the area that were resolved the same day when the residential power was restored on each occasion. On May 14, 2025, and May 15, 2025, outages occurred in the area that self-cleared the same day. On May 16, 2025, the service was affected by an outage that was resolved the same day with residential power being restored. On May 17, 2025, and May 19, 2025, outages occurred that were resolved the same day after self-clearing. On May 20, 2025, there was a service outage in the area due to planned maintenance activity that was completed the same day. On May 29, 2025, the service was affected by an outage that was resolved the same day with residential power being restored. The account does not reflect a history of 184 outages occurring within one month. 
  
  A service appointment was scheduled for May 22, 2025. The appointment reflects being closed by the technician as no one being home. On May 23, 2025, an appointment was completed, at which time the technician repaired the cable drop and replaced the ground block. A review of the signal levels at the residence confirmed that all levels are within the appropriate specifications.
  
  On May 29, 2025, a credit was applied to the account for the service-related concerns. The credit is reflected on the June 1, 2025, billing statement. 
  
  On May 29, 2025, I spoke with ***** ****** regarding the above information. ***** ****** confirmed that the service is working correctly. ***** ****** is currently subscribed to a 24-month promotion with a 24-month term agreement for the Gigabit Internet and xFi Complete (which includes unlimited data and a wireless gateway lease), which is valid from January 22, 2024, through February 4, 2026, after which the standard retail rates will apply. The term agreement is valid from January 22, 2024, through January 22, 2026. The account receives a monthly self-service discount for enrollment in paperless billing and automatic payments with a linked bank account. Should either self-service option be cancelled, the discount will be removed from the account. 
  
  During our interaction, ***** ****** decided to retain the service and advised that a disconnection of the account is no longer required. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  
  **** *.
  Executive Customer Relations 
  **************
  
  

• Initial Complaint

  Date:05/22/2025

  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.

  Our service has been down for over a week. Comcast has sent three technicians, and all say it's an upstream issue down the street and that they can not complete the repair, but a maintenance team will be back later that day to fix it. One maintenance crew member did show up and said it could take some time to fix. Since this is a business that depends on this service, I called in again today and went through the automated phone system and outsourced call center for them just to say they are sending another technician who will then again refer the job to the maintenance team. I said this is not acceptable and that I want to speak to a supervisor. After 3 attempts by the support agent to try and get me off the phone because the supervisor is busy and not available, the agent told me to just call back, I said that is not fair because I would have to go through their same script again, so I would just wait. As I write this, I am now on hold for over 90 minutes, and still no one has picked up. Here are our previous Comcast appointments over the past week. Comcast Ticket # CR200648489 Comcast Ticket # CR200615792 Comcast Ticket # CR200446382 I just need the service that we are paying for restored.

  Business Response

  Date: 06/12/2025

  
  June 12,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *************
              ****************************
  *********************
  
  Case Number:      23360127
              Date of Notice: May 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ************* regarding Comcast Business service.
  
  On May *******, a service visit was scheduled where a technician investigated the service issue and referred the matter to Comcast's maintenance and construction team. On May 29, 2025, a maintenance technician visited Mr. ************** location and ran a temporary span replacement to restore service. I spoke with Mr. ************* and confirmed services were working normally and that the Comcast maintenance and construction team did create a job to permanently resolve the issue. A new span is set to be in place permanently by July ******. I will continue to follow up with Mr. ************* until the issue is fully resolved.
  
  On June 5, 2025, I applied a credit for the service issues. This credit will reflect on the June 21, 2025, billing statement. 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,
  
  
  ******* *.
  Corporate Escalations

  Customer Answer

  Date: 06/12/2025

  [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:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2025, I interacted with an Xfinity customer support agent named ***** via live chat. I was told I qualified for a 90-day installment plan of $29.95/month and that my service would remain active if I made a $50 payment that day. I accepted and paid the $50, receiving confirmation number 20712754343.Afterward, I was notified that my service was still being disconnected. I called customer service and was told my account "does not qualify" for an installment planeven though their own agent had already set one up and accepted my payment. The supervisor I spoke to acknowledged the payment but refused to do anything to correct the situation or honor the agreement.This feels deceptive. I was misled into paying under a false agreement. I am requesting that Xfinity honor the original agreement and keep my service active under the 90-day plan.I also request Xfinity improve internal communication to prevent future customers from being manipulated like this.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re: Jarrielle Gathers
  ********************************************************************************************
  
  Case Number:23364573
  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 Jarrielle Gathers regarding Xfinity service. 
  
  On May 22, 2025, I spoke with Mr. ******* regarding a billing concern. Our records indicate that Mr. ******* currently has a total balance owed that includes a 60 day past due balance. To satisfy the account and keep services current, a payment arrangement was approved on May 22, 2025. All payments must be made either on or before June 12, 2025. 
  
  Comcast records show the customer received an email on May 20, 2025 advising him of his delinquent balance and advising the account would be suspended on May 30, 2025 if we did not receive payment for the past due amount. Our records indicate Mr. ******* made a payment on May 21, 2025, that was not associated with a 12-month installment plan.
  
  During our conversation, I confirmed the customers account is not eligible for a ******** installment payment plan as the account has not been made current in the past 12 months. Mr. ******* was provided with this information on May 22, 2025. 
  
  Please be advised the billing on this account is accurate. 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,
  
  
  Armani S.
  Executive Customer Relations
  
  

• 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.

  Slow internet

  Business Response

  Date: 06/05/2025

  June 5,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ********
              ****************************
              **********,MA 02655
  
              Case Number:                      23364482
              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 April 14, 2025, a service-visit was scheduled during which time the technician diagnosed and corrected the service issue by educating Ms. ******** on customer owned equipment. During the service-visit, the technician replaced cable. Our records indicate planned maintenance began on May 20, 2025, and was completed on May 23, 2025.
  
  On May 22, 2025, a service-visit was scheduled and cancelled on June 1, 2025. Our records reflect the signal levels to the equipment are within the appropriate specifications.
  
  I attempted to contact Ms. ******** via telephone and email several times. However,my attempts were unsuccessful. In order to address any additional questions or concerns regarding this matter, contact with Ms. ******** is necessary. 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: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 Xfinity Internet was down on May 16 and May 17 2025, and I am seeking reimbursement for the outage. I tried calling Xfinity support and could not get through to a human to request reimbursement. The last time I filed a complaint with the Better Business Bureau about this, Xfinity resolved the problem by allowing the word, "Refund" in their phone menu system to get directly to a human. Since that time, Xfinity removed this from their automated menu system in their phone support. Saying the word, "refund" no longer will get you to a human.

  Business Response

  Date: 05/30/2025

  
  May 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *****
              1562 Catalina Drive
              ****, MI 48842
  
                Case Number:                    23364410
              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.
  
  Our records confirm that on May 16, 2025, and May 17, 2025, there was a service outage in *********************** area. On May 30, 2025, I communicated via email with Mr.****** ****** A credit was applied to the account on May 22, 2025, which will be reflected on the June 7, 2025,billing statement. 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,
  
  
  ****** *** S.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:05/22/2025

  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 cancelled Xfinity Mobile months ago. Had to pay for phone and service I never used. I thought that resolved and ended it. Then Xfinity billed me for another month of service. I contested it because I didnt owe it. Ive spent hours on the phone via chats and agents to resolve this. It never happened. I went to the Xfinity store in ************ IL, spoke with an employee who said I owed a pro-rated portion of the bill; I paid it that day. Today I received a text from a collection agency trying to collect this mobile bill. I was not able to resolve it over the phone (couldnt reach anyone to address it, got disconnected as in prior attempts to resolve the issue). Nothing I have done has resolved this issue so I am hoping you can help.

  Customer Answer

  Date: 05/23/2025

  Received an email from the collection company today (see photos). The amount claimed is the original amount and does not reflect the adjustment and amount I paid (see payment info) when I went to the Xfinity office. Thank you. 

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** Davies 
  IL 60014
  
  Case Number:23364353
  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.
  
  I made several attempts to contact Ms. ****** via telephone and email. Although I was unable to reach Ms. ******* a review was completed on the account. Our records indicate the mobile services were disconnected on December 31, 2024, generating the final billing statement issued on January 8, 2025, requiring the monthly payment to be processed. There is no record of a payment being processed for the billing statement issued on January 8, 2025. There is also no record of a payment being received for the February 8, 2025 billing statement for a late fee. The final balance owed was valid and the account balance was written off to collections on March 13, 2025. 
  
  On May 9, 2025, a one-time courtesy credit was applied to the account balance. On May 9, 2025, Ms. ****** processed a one-time payment, and the account now reflects a zero balance. The account will be automatically removed from collections within 30 days. To address any additional concerns, contact with Ms. ****** is necessary. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ********* *.
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 05/30/2025

  I appreciate Xfinitys explanation of what occurred and that they have apparently resolved the issue on my mobile account. It would have been helpful to have received that information months ago. 
  I take issue with their claims of attempting to reach me via phone; I received no phone calls or  phone messages from them. Similar claims were made in two prior emails which I received when the matter was unresolved. I responded to the first email, but nothing happened so I did not respond to the second one.
  I located an email from Xfinity, dated yesterday, in my junk mail. Because it went there and not to my regular email as the two previous ones, i wanted to verify its validity prior to responding. However, further response from me no longer appears to be necessary. 
  I appreciate the BBBs assistance in this matter.