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

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

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  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

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  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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:

  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.

  In 2024 repair was done on the utility pole in my yard. It has been determined that this was done by a comcast contractor. The damaged items including the frayed line were left in my yard. I have injured myself and damaged several weed eaters products while performing work in my yard around this debris. If the utility company was negligent in leaving the rod, such as not properly securing it or failing to remove it after completing their work, they may be liable for any resulting injuries. I would like this removed from yard asap and compensation of $100.00 to replace the lawn maintence items damaged due to this Negligence:I have noticed these same debris left in several yards in the adjoining neighborhoods.

  Business Response

  Date: 06/10/2025

  
  June 10, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                      Case Number:                    23363786
                 Date of Notice:                   May 22, 2025
  
  
              ******* Driver
              **************************************
              *********, ********
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* Driver regarding Xfinity service.
  
  We initiated an investigation into ******* Drivers claim. Subsequent to our investigation, it was determined that no damages were caused by Comcast. On June 10, 2025, an email correspondence was sent to ******* Driver advising of the above aforementioned information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me **************.
  
  Sincerely,
  
  *** *.
  Executive Customer Relations
  **************

• 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 have an xfinity home internet services, for a total of ******************************************************* received. This started two months into my service which was back in August of 2023. I initially was charged an extra the amount of $21.06 on my August statement. Then for 17 months $10 extra on my bill. Then the TV box rental went up $12.30 for the first 5 months of this year. The total calculation is $242.56 I've paid extra. I spoke to first representative and told me I would get an email confirmation and text never got it. Then, called two days later nothing was in the system. Second representative told me that I would see credit on my account withing 48 hours never seen it. Then got a text saying 4 business days. I think I'm getting the run around to resolve a simple issue. Account Number for my ********************/******************************************. Would like to have this issue resolved so I can close this account, thanks.

  Business Response

  Date: 05/29/2025

  
  May 29, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ******
              **************************
              ************, ** 19135
  
                Case Number:                    23363757
              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 28, 2025, I spoke with ********* and confirmed he was subscribed to a 24-month promotional discount for the Fast Internet package, which includes: Fast Internet. Additional services and modem are not included in the package price.This package was effective May 25, 2023, through May 25, 2024. Effective May *******, the package will increase to the second-year pricing through May 25, 2025,after which time, retail rates was applied. The account also received a monthly self-service discount with enrollment in both automatic payments and paperless billing. Should either self-service option be removed the discount will no longer apply.
  
  Records indicate the TV box ending in **** was added to the account on June 1, 2023. On June 27, 2023, the TV box equipment was not yet activated and appeared on the account as inactive equipment charge. The billing statements dated June 21, 2023, through April *******, we notified Mr. ****** that the TV Box equipment is inactive. We explained that we will be happy to remove this charge upon returning the TV box to a local Xfinity or *** store.
  
  On May 18, 2025, a representative spoke with Mr. ****** and removed the TV box serial number from the account as a courtesy, and the associated charges for the TV box ending in **** from the account effective May 18, 2025. However, there is no record that the TV box was returned. On May 18, 2025, a representative spoke with ********* regarding a billing-related concern. Our records indicate that a credit was applied to the account on May 18, 2025, for four months of the TV box charges. This credit reflected on the May 23, 2025, billing statement. Please be advised, we allow our customers 120 days to dispute any charges included on their bill. As a result, further credits for the box charges are unwarranted and have been respectfully denied.
  
  On May 24, 2025, a representative spoke with Mr. ****** and scheduled a disconnection of service effective May 24, 2025, as requested. On May 15, 2025, an electronic payment was made. This payment was for service between April 26, 2025, through May 25, 2025. As a result of the TV box credit and prorated final credit balance for overpayment on their final bill, the account now has a credit balance which reflected on their final billing statement dated May *******. Mr. ****** is due a refund. The refund will be applied to the last payment method on file and Mr. ****** should receive a refund to this account in less than 30 days. Customers see a refund processed back to their last payment method on file as a pending transaction. Funds become available within three to five business days,depending on the financial institution. We will follow up with Mr. ****** to ensure receipt of 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,
  
  
  ****** *.
  Elite Customer Experience
  
  

• 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.

  I've ended my consumer internet service with Comcast on April 19 2025. The monthly bill that covers service up to April 22 2025 was paid in full prior to ending service. Comcast then sent a statement reflecting a credit balance of $****** which has not been refunded to date. A day later they sent another statement backing out ***** of the ****** for service from April 23 to May 22. I wasn't even a customer anymore during those dates. They have continued to argue erroneously and I'm getting nowhere getting my refund this is a clear cut case of fraud.

  Customer Answer

  Date: 05/23/2025

  I will be scanning and sending you my last bill of service with Comcast, the erroneous charges billed after service ended, as well as the final statement where they deducted the erroneous charges (balance forward) from my ****** credit balance reducing it to 35 and change .   I hope to get these scanned today for upload to you.  Thanks.

  Business Response

  Date: 05/30/2025

  May 30,2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *******
  
  PA,19460
  
                Case Number:                    23362625
              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 Ms. ******* *******.
  
  Xfinity record show Ms. ******* was subscribed to Gigabit Internet. Ms. ******* requested all communication be made through email.  Ms. ******* had another escalation on April *******, wherein the Executive Case Manager explained there was no refund warranted.  The last payment received from Ms. ******* was on April 4, 2024, for $80.00 that covered services from March 23, 2025, through Aprill 22, 2025. On April 8, 2025, a disconnection order was placed on the account with a stop billing date of April 9, 2025.   The account was disconnected on April 19, 2025, with the effective date of April ******, creating a credit prorate  Xfinity bills one month in advance.  The prorated credit appeared as new charges on the April 19, 2025, billing statement creating a new credit balance.  On April 25, 2025, the credit balance was refunded to Ms. ************** On April 29, 2026, a service adjustment was applied to the account and was refunded to Ms. ******* on May 2, 2025.  The adjustment reflected on the May 19, 2025,final billing statement.
  
  I communicated with Ms. ****** on May 27, 2025, May 28, 2025, and Maay 29, 2025, and explained refunds are based off of payments received for service provided. I communicated no payments for the amount in question appeared in the history of the account, therefore, no additional refund was warranted.  The refund was based on the unused service March 23, 2025, through Aprill 22, 2025, and the amount Ms. ******* remitted on April 4, 2025.  Ms. ******* stopped responding and submitted another Regulatory Escalation. The refund provided is accurate as the credit balance reflected on the April 19, 2025, billing statement was for future services, not a refund due for overpayment.  I apologized for any inconvenience experience while attempting 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
  
  
  

  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: 23362625
  
  I am rejecting this response because:
  They continue to argue that charges they billed after service ended are legitimate and they are not.  I'm also returning their gift card back to Comcast as they owe ****** not 35.00
  
  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.

  I switched to Xfinity Mobile after being promised a $500 promotion to pay off my ******* phone balance. I followed all instructions and submitted my ******* final bill months ago, yet the rebate was never fulfilled. Each time I call support, I'm told someone will follow up, but no one ever does. I ultimately had to pay ******* out-of-pocket for the $700 balance, despite meeting all promotional conditions.Separately, and far more concerning, I recently discovered that my Xfinity Mobile SIM was transferred to another device without my knowledge or consent. At times I had no service and my calls were being forwarded to another # and when I dialed the number to disable, it would not work. . I was also removed as the account administrator, and I am the sole person with 1 phone line. This is a serious breach of account security. I suspect unauthorized access was used to compromise my account, potentially involving someone personally connected to me. My Apple ID was also accessed and a hidden email alias (which I did not create) was configured to monitor or forward communications in a deceptive way.I set a number lock and my calls have still been getting forwarded and number lock removed. This is frightening that it is so easy to do this without an owners permission. I have contacted Xfinity multiple times to request and when I first suspected an issue due to the Xfinity call records not matching my phone records. This seemed obvious there was an issue with possible phishing and Xfinity said there was no issue and were increidibly unhelpful in helping avoid or fix the issue. I requested no changes be made without my direct, express permission. I have contacted Xfinity multiple times to request:

  Business Response

  Date: 06/18/2025

  June 18, 2025 
  
  Better Business Bureau
  *************************************************
  **********************
  
  Re:**** ********
  **************************************************************************
  
  Case Number: 23363351
  Date of Notice:May 22, 2025
   
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. **** *********
  
  Ms. ******** subscribes to (1) line of Xfinity Mobile service using a telephone number ending in -6691. 
  On March 7, 2025, Ms. ******** sought to replace her Apple iPhone SE device with the Apple iPhone 16 device she purchased that day under a 24-month device payment plan. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owe on their trade-in device(s), up to a maximum amount per device, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new line of Xfinity Mobile service, port their telephone number over to Xfinity Mobile from a participating carrier and provide the pay-off balance of the device by uploading their statement from a prior carrier through the Xfinity Mobile online portal. Ms. ******** is not eligible for the promotion because she did not complete the device trade-in process or provide evidence of her pay-off balance in the manner required.
  
  On May 28, 2025, an Xfinity Mobile Regulatory Specialist addressed Ms. ********* promotional concerns and provided the above information.
  
  Also, Comcast *************************** (CSA) personnel investigated Ms. ********* security concern and found no evidence of unauthorized access to her account or device. The investigation determined that the activity described in Ms. ********* complaint occurred because of SIM changes authorized by Ms. ********* *** personnel attempted to provide Ms. ******** with the results of their investigation and left messages that included their contact information should she have questions. 
  
  Lastly, regarding her website experience concern, on May 27, 2025, Ms. ******** confirmed that she can update the online profile for her residential cable account. 
  
  Should you have any questions or require additional information, please contact me at the telephone number provided below. 
  
  Sincerely,
  
  
  Desire S.
  Xfinity Mobile Executive Resolutions
  ************** | Extension 3052818
  
  

  Customer Answer

  Date: 06/26/2025

  I was getting so many spam calls from xfinity and I when I called ******* back about complaint, it was busy every time.  Can you please open this complaint, nothing has been resolved.

• 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.

  Approximately six months ago Xfinity put down a new service line for internet. These orange wires have been sitting outside my lawn and my neighbors lawn for multiple months. These lines are a tripping hazard. I frequently call Xfinity asking that they come back to bury the lines and I am continually told that the third party contractor that will come out to bury the lines will call me back within 24 hours to schedule a time which never happens. Please have Xfinity come out and bury the lines immediately. My latest ticket number with the company is ecm0013448283.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *********
              ***************
              ***********, IL 60045
  
  Case Number:                      23363268
                  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 22, 2025, our maintenance team dispatched to the area to further investigate the concern. On May 23, 2025, our records indicate that a service visit was completed, during which the drop was replaced. On May 24, 2025, Technical Operations responded via email, confirming that the cable drop was successfully buried. As of May 24, 2025, the cut-over has been completed.
  
  On May 27, 2025, I spoke with *** *********, who confirmed that both the burial of the cable drop and cut over have been completed. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 06/05/2025

  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,
  
  Kara 
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Well I'll *tart by telling you I've filed with *** and wa* hanged up on by a rep. **** lied and *aid they had found nothing when a Comcast tech *aid there wa* and would be checked out! I'm being told I'm owing for fraud committed on me utility fraud and mobile phone fraud having an account in my name funding *omeone for free, I think I'm wired to apt 106, I wa* told it wa* intentional by a tech when fir*t hooked up. HUD i* at fault for thi*. Hou*ing ****************** I've al*o had electric meter fraud paying a high bill for a few month* being the meter wa* not mine by a ****** ******* at ***. The current come* from PPL and i* broken down to power and cable. It'* a rip-off all the way around!!! Comcast owe* me I wa* told by a *** a mobile phone in*urance wa* in. In the letter, all were lie* by ***. Nothing factual! It'* not what you know it'* who you know, Paid for year* for *omething I could have had for 10$ monthly. I know I owe a 0.00 balance and wa* told by a rep ***** thi* would re*ult in a 0.00 balance! I gave *ame *ervice for ***** i*. 60 to 70 a month. I *till have not received my new phone . Z flip 3 or my balance reduced to 0.00. Everything they have *aid i* backward and contradictory. Who pay* me for all thi* time on the phone and all the health i**ue* related to fru*tration. The*e atty * *hould be reprimanded for what i* not outlined in the term* and condition*. I'm calling and being *ent to a foreign country with limited information on my account. Hiding the*e people there only making friend* telling me what I already know the*e people have done. The*e are not outlined in the term* and condition*. It'* a downright violation of the law. The*e rep* from another country find the error and it contradict* what the call center here tell* them. **** found all error* but kept tran*ferring me and wa* di*criminated again*t at one of their office* on 315 at ************************. I demand it removed from my report and my phone replaceda*promi*ed. Iwould likenocallfro

  Business Response

  Date: 06/11/2025

  June 11, 2025
   
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
   Re: ***** *******
  **********************************************************************************
  
  File Number: 23362829
  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 possible Identity Theft related concerns, alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  In order to process this claim, ***** ******* will need to provide the following documentation:
  
  Identity Theft Victim's Complaint and Affidavit Form.
  Proof of residency during the time the Comcast services were under your name. You can submit lease agreements, utility bills, or mortgage statements with your name.
  A copy of your valid government-issued photo identification card. You can submit a copy of your driver's license, state-issued ID card or your passport.
  
  Upon receipt of this complaint, Comcast conducted an investigation into the concerns raised by ***** *******. Results of the investigation concluded that Comcast has determined that there was no unauthorized access to ***** ******** Xfinity online or Xfinity Mobile accounts previously explained to ***** *******.
  
  The technician further explained that we have other specialists trying to contact to resolve and re-educate the concerns provided to us by the Better Business Bureau. The technician provide direct contact information in case ***** ******* has further questions or concerns.
  
  On May 28, 2025, a Comcast ***************** Assurance technician called ***** ******* and explained the above information. 
  
  Regarding the residential billing and service tampering related concerns, our records reflect that on October 26, 2023, ***** ******* subscribed to Fast internet. The plan includes a 24-month promotional discount effective on October 26, 2023, through October 30, 2025. The plan transitions to a 12-month promotional discount effective on October 31, 2025, through October 30, 2026, after which the standard retail rates will apply. Additional services, equipment, taxes, or fees are not included in package pricing and are subject to change. 
  
  ***** ******* received an additional monthly discount while maintaining enrollment in automatic payment and paperless billing. Consent was confirmed via the internet.
  
  The plan includes an additional 24-month multi-product discount towards Xfinity internet service if a new line of Xfinity Mobile is activated within 90 days of the order. The Xfinity modem rental would also be included for 24 months if a new line of Xfinity Mobile with ************** is activated within 90 days of this order.
  
  On November 5, 2023, ***** ******* subscribed to Xfinity Self Protection. ***** ******* purchased an Xfinity Smart Home Entry Kit on a 24-month installment plan month, Xfinity Video Doorbell on a 24-month installment plan, Xfinity Indoor Camer a 24-month installment plan. There was a one-time shipping charge.
  
  The September 26, 2024, billing statement for service from October 1, 2024, through October 30, 2024, was presented with a balance due which included Installment Payment Plans the 11 of 24.
  
  The October 26, 2024, billing statement for service from October 31, 2024, through November 30, 2024, was presented with a balance due which included a balance forward, Installment Payment Plans 12 of 24 and a late fee. On November 6, 2024, a partial payment for the balance due was credited to the account.
  
  The November 26, 2024, billing statement for service from December 1, 2024, through December 30, 2024, was presented with a balance due which included a balance forward, Installment Payment Plans 13 of 24 and a late fee. On December 2, 2024, a disconnection order was completed. 
  
  The December 2, 2024, the billing statement was presented with a balance due which included a balance forward, Installment Payment Plans *****, a credit for Fast Internet service from December 2, 2024, through December 30, 2024.
  
  On January 2, 2025, an unreturned equipment charges for the modem in the amount of was debited to the account. On January 31, 2025, the balance due was referred to collections. On April 16, 2025, a partial payment for the balance due was applied to the account. A balance remains on the account. 
  
  When ***** ******* returns the modem, the unreturned equipment charges in the amount of will be reversed. Billing on the account is accurate as of this date. Mr. ******** request for compensation is respectfully denied.
  
  On May 30, 2025, a service call was completed to investigate ***** ******** tampering concerns. On May 30, 2025, an Executive Customer Relations Representative corresponded with the Field Team via email and was advised that the technician verified that there was not any wiring attached from another apartment to ***** ******** residence which would have caused tampering with ***** ******** service. 
  
  Also, since ***** ******* has requested to only be contacted via email that ***** ******* would need to verify his account before releasing any information. In order to complete the account authentication process, ***** ******* was advised that ***** ******* would need to provide the full name, address and account number associated with the account. As of June 2, 2025, ***** ******* has not completed the account authentication process.
  
  On May 29, 2025, and Executive Customer Relations Representative corresponded with ***** ******* via email and explained the above residential account information. 
  
  Regarding the Xfinity Mobile device and possible fraud related concerns, our records indicate that ***** ******* initiated service with Xfinity Mobile on October 17, 2021, with the purchase of a ******* Galaxy Z Flip3, IMEI ending *****, with telephone number ending *****. The device was subscribed to the ******************** plan and a 24-month device payment plan. On June 13, 2022, a number change was completed on the Mobile account where the telephone number ending ***** replaced with mobile number ending *****. 
  
  On October 21, 2022, a number change was completed on the Mobile account where the telephone number ending ***** replaced mobile number ending *****. On October 23, 2023, a number change was completed on the Mobile account where the telephone number ending in ***** replaced mobile number ending *****. 
  
  On January 15, 2025, the Mobile account was ceased due to the prior balance owed. On February 9, 2025, the Mobile account was referred to collections for the prior balance owed from the October 21, 2024, billing statement and the billing statements from November 21, 2024, through February 21, 2025. Xfinity Mobile records reflect usage on the Mobile device. 
  
  On May 22, 2025, an Xfinity Mobile representative called ***** ******* regarding the above Xfinity mobile related information. ***** ******* declined to communicate regarding the case and to authenticate the Mobile account. While contact was unsuccessful, the above review was completed on the Mobile account. 
  
  We are providing a copy of this letter to ***** ******* so that ***** ******* can contact us with any additional questions or concerns.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  Comcast ***************** Assurance
  **************
  
  

  Customer Answer

  Date: 06/11/2025

  [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: 23362829
  
  I am rejecting this response because:   First off, The technician did in fact wire the wrong address, supplying the wrong address with a free service, apt 106 rather than 108, my residence! This was found to be Valid. My address and phone # was listed under a Texas phone # and service. I do not live in *****! I was told that my paid device had a 3 to 5 year warranty with *******. If ******* would not honor the warranty, I'd call Comcast for Comcast to honor the insurance I had paid for device replacement, I see all of their dates and notes and the list should go on, I'd spend countless hours on the phone to resolve identity theft. I did in fact have identity theft on my Social Security checks something with a *** in Guana and a gentleman in ************ named ****** or ***** ******* along with a ****** ***** or ********, not the real name. ****** ***** was listed on my account. So these are untrue on Comcast part. I was told the bill was a 0.00 balance on TV and camera service, camera was paid for by insurance when returned to the technician checking my cable box, See It would not be my cable residence it would be a **** Stribough Maugher. ******* Vital lived at 106 plains Family apts before the new ******* and  man named **** Maugher ***** before he, Both with ************* Through ******* and Frontier. Same wire at the pole same current same all but the ip address. It's how it's done. These statements made by myself are true and correct. See I have a brother, he's been a State cop since early 1992 possibly 1991. Crimes committed in **********, He's gotten away with coming here to **. Probably why he's a State Cop?  It's a repeat of what he had done at ********************* in *********** through a direct TV, It's how he thought he'd live for free off of others. Statutes were up and he's now a perfect person? No he's not! This is one reason. It has to do with *** fraud since I was 18. This is done to cover it all up.
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Xfinity charging me $100 for in home visit is not fair on 5/14/25. The problem has not solved. On 5/13/25 I talked to xifnity technician *******. She was the one to refer me in home visit. I asked her twice whether has any charge. She answered no . After the visit Xfinity charged me $100. Long story made it short. On 4/13/25 I had a bill $95 instead of $60. I called to find out why. The salesperson persuaded me to changed unlimited data plan to avoid overuse data costing $10 extra monthly. In order to have this plan ,I had to take their modem which has dual band including 2.4 gh and 5 gh. After changing their modem , my blink security camera system was not working. I been calling Xfinity 7 or 8 times to solve this issue.those technician could not solve the blink system to work probably. Because blink used low 2.4 gh and not compatible with their new modem. Even the technician showed up in my house couldnt solve the issue. Finally I got the idea to switch back to my old modem on 5/19/25 . The issue had been solved with my idea to switch back to my old modem . Now they tried to charge me $100 which not solve the issue.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** ***
  
               , CA *****
  
  Case Number:              ********
  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 14, 2025, **** *** required a service visit to address an Internet service issue. As a result, a valid service visit fee was applied to the account on May 15, 2025. Service visits involving customer education, resolving customer-owned equipment and inside wiring concerns are eligible for a service charge.
  
  On May 22, 2025, I spoke with **** *** regarding the billing related concern and advised that the service visit fee was applied correctly. On May 22, 2025, as a one-time courtesy, a credit was applied to the account covering the service visit fee. The credit will reflect on the June 17, 2025 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations
  WNE Region
  

  Customer Answer

  Date: 06/03/2025

  [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:05/21/2025

  Type:Sales and Advertising 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.

  We canceled all internet and mobile services in March of 2025. We were assured that all lines were canceled. In April and again in May we were billed for services we did not use and had canceled. Xfinity claims the cancellation wasnt complete. Both months we called them and the charges were refunded because it was their fault. Now, after going through the same thing last night we are being charged even more the very next day. Xfinity repeatedly steals from its customers and makes cancelation almost impossible. What they are doing is fraudulent. We canceled services and now they are trying to keep taking our money

  Business Response

  Date: 05/30/2025

  
  May 30, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** *******
  UT 84074
  
                  Case Number:                      23362401
              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.
  
  Comcast records show that on April 4, 2025, the mobile number ending in 5269 was ported out. On April ******, mobile number ending in 9164 was ported out. The mobile number ending in 0704 was canceled on May 11, 2025.
  
  On May 11, 2025, we charged Mr. ******* for the April 21, 2024, billing statement that ran from March *******, to April 20, 2025. This bill is valid as Mr. ******* canceled services during this statement.
  
  On May 11, 2025, a refund was provided for the valid charge. Due to there being no credit applied to offset the refund; we rebilled him for it. On May 20, 2025, three credits totaling the amount rebilled were provided to remove the charge.
  
  On May 21, 2025, we billed Mr. ******* for the statement that ran from April 21, 2025, to May 20, 2025,for the mobile line ending in 0704 that was not cancelled until May 11, 2025. I confirmed that Mr. ******* called on April 5, 2025, to have the line cancelled and it was not.
  
  On May 21, 2025, credits were applied to the account removing the final bill. The account is inactive, and Mr. ******* does not owe a bill to Xfinity Mobile.
  
  On May 22, 2025, I spoke with Mr. ******* and explained the above information.
  
  Regarding Mr. ********* Xfinity residential service account, an ********************** representative spoke with ********** on May 27, 2025, to address his concerns with the disconnection date of his residential services account, and the final balance following the effective disconnection date. Mr. ******* acknowledged that there is no issue with his requested disconnection of residential services that was made on April 6, 2025,with a billing stop date of April 16, 2025.
  
  Review of Mr. ********* billing indicated that a credit balance refund was processed due to overpayment on the account on May 2, 2025. Mr. ******* confirmed that he has received the credit balance refund back to the last payment method used. 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,
  
  
  Desire S.
  XM 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:05/21/2025

  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 husband and I divorced and he previously had Internet with Comcast. With him moving out of the home I needed to start internet as I work from the home. I called Comcast to explain the situation, provided the plan we currently had, and ask to have the exact same plan. The agent told me which to pick and I did. It was $75.00 for 1200 MBPS and unlimited data. I received an email today stating I was reaching my data cap. I reached out to an agent who then explained that it was only unlimited if I used a modem by Comcast. And if I didn't it would be $109 a month and 600 MBPS. This is completely unacceptable. We have always had our own modem, it was never required previously and the agent never told me that when I was inquiring about plans. Additionally the agent who "tried to help" was unhelpful and attempted to sell me an ipad. They were not listening to my needs and only made the situation more frustrating. I have provided screen shots of the conversation as well as what my plan states it includes, unlimited data and nowhere does it state it needs to use Comcast specific equipment

  Business Response

  Date: 06/09/2025

  June 9, 2025
  
  BBB of ******************* & ********************
  ********************************************************************************
  **********************
  
  Re:   ****** Mckee 
           ***************************************
           ********, CA 95843 
  
           File Number: 23362096
           Date of Notice: May 22, 2025
  
  Dear *** or Madam:
  This letter responds to the above-referenced complaint submitted to your office by Ms. ****** *****.  
  
  Prior to June 1, 2025, Ms. ***** subscribed to Xfinity Gigabit Extra Internet service, which does not include unlimited data and is subject to the data usage policy described below. Comcast has confirmed that a service order confirmation email, which contained information about the data usage policy, was sent to Ms. ***** on March 27, 2025. 
  
  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 Ms. ****** 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.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided.  On June 1, 2025, Ms. ***** signed up for xFi Complete, which includes the unlimited data plan, and has not incurred (and will not incur) any overage charges for her data usage from June 2025 forward.
  
  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,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  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,  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.
  
  With respect to Ms. ****** equipment concern, Comcast supports customer-owned equipment and customers need not lease an ********************** Gateway for their Xfinity Internet service; Comcast provides a list of compatible modems online for all Xfinity Internet customers to refer to should they wish to purchase a new modem from a retailer.  The $30 per month unlimited data option is available to all Xfinity Internet customers regardless of whether they lease their modem/gateway from Comcast or instead choose to use a modem/gateway they purchase at retail. Customers who choose to lease their modem/gateway from Comcast, however, can sign up for Comcasts xFi Complete package, which provides customers with an advanced xFi Gateway and access to all of the xFi features, including xFi Advanced Security. Customers can use a personally-owned modem and subscribe to the unlimited data plan as explained above. However, in order to enjoy all of the xFi features, including unlimited data, customers who add xFi Complete to their account must use the xFi Advanced Gateway provided.
  
  On May 23, 2025, a Comcast ***************** Assurance technician spoke with Ms. ***** to advise her of the above information.
  
  On May 23, 2025, a Comcast Executive Customer Relations representative spoke with Ms. ***** to discuss her concerns and apologized for any inconvenience she may have experienced. During this call, Ms. ***** accepted a promotion for Xfinity Gigabit X2 Internet service with a guaranteed discount from June 1, 2025, through June 4, 2030. Ms. ***** also receives a discount for subscribing to automatic payments and paperless billing. In addition, Ms. ***** accepted a Comcast leased modem with xFi Complete at no cost from June 1, 2025, through June 4, 2030.  Installation was completed on June 1, 2025, at no cost.
  
  On June 3, 2025, the Comcast Executive Customer Relations representative followed up with Ms. ***** to confirm that her service is working to her satisfaction. The service change was reflected on the June 1, 2025, billing statement.
  
  Please contact us directly should you have any additional questions or concerns. 
  
  Sincerely,
  ***************** Assurance 
  ************
  
  
  
    ***************************************************************************; For courtesy months, any overage charges are credited on the 
    customers billing statement.  
    *************************************************************************************
    *********************************************************************************************;
    *********************************************************************************
    *********************************************************************************************************;
    *********************************************************************
    ****************************************************************************************************
  
  
  
  
  

• Initial Complaint

  Date:05/21/2025

  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 had automatic payment occur on 3-12- 2025 for the month of April coming up. $70.82 I called and canceled my Xfinity internet on 4-3***** and was told I would receive a confirmation email that never came. On 4-5***** I received an email :You returned your Xfinity equipment on Fri 4 Apr 2025 17:47:51. Your equipment is being processed.On 4 -12 ***** I was charged $70.82 for the month of May as an automatic payment On 4- 14 ***** I called and complained about the charge on 4-12***** and explained I had already canceled and received an confirmation that my equipment was being processed . I was told that I would receive a credit for those charges and since I owed $90 early cancelation fee , I would owe Xfinity 20 some odd dollars after the credit.4-14***** I received an official email stating I canceled I received another bill saying I owed $78.67 with a billing date of 4-25***** 5-2***** I called Xfinity and was put on hold for 45 minutes. I finally was connected to " ****" in *****. I explained the issue to her and she told me she would get the account zeroed out and that would be it. She told me a confirmation email would arrive within 48 hours. I said I'll take the number now and would wait. After five to ten minutes she gave me this confirmation number ***********. I never received an email confirmation. ************** 5-20*****.I received an email saying I have an outstanding balance :Xfinity account:Ending in 8330 Total overdue balance:$78.67 I would like this to be over. I owe them nothing and they owe me nothing . I have been badgered by these folks and ran around and put on hold for countless times. I need a resolution and it's not a phone call.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ******
              ******************
              *****, IL 61021
  
              Case Number:              23361889
              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 December 18, 2023, ***** ****** subscribed to a 24-month promotion with a term agreement for Gigabit Internet. The promotional rate was effective from December 22, 2023 until January 19, 2026. ***** ****** also received xFi Complete (Wireless Gateway & *************** at a monthly promotional rate effective until January 19, 2026. On January 20, 2026, the standard retail rates would apply.The term agreement would expire on December 22, 2025. ***** ****** was enrolled in paperless billing and automatic payment deductions from a checking account and received an additional discount.
  
  ***** Bishops billing statements generated on the 16th of each month for the billing period of the 20th to the 19th and payments were automatically deducted on the 11th of each month.
  
  On April 14, 2025,we processed ***** Bishops request to disconnect the service. On April *******, the account was disconnected with a stop billing date of April 15, 2025,and the account assessed an early termination fee. Prorate credits were applied to the account for services previously billed from April 15, 2024 until May *******, leaving a remaining balance for services rendered.  
  
  Between May ******* and May 29, 2025, I corresponded with ***** ****** via email regarding the billing related concerns. I provided a billing explanation. As a courtesy, I applied a credit to the account for charges billed from April 3, 2025, until April 15, 2025, leaving a remaining balance due. On May 30, 2025, ***** ****** made a payment for the remaining balance. ***** Bishops account is now closed with a zero balance. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **** *.
  Executive Customer 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,
  
  ***** ******