Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to return the Xfinity box and got the run around for a month. I called requesting stores I could return the equipment to and even spoke to the detainment department, after looking through my notes. After trying 3 times to return the box multiple times including driving 90 minutes one way to return it only to find out the store was closed for ever. Drove 90 minutes back home with the box and called again to Xfinity and was able to finally talk to some one who understood and gave me the correct info. March 26th I got an email saying Xfinity got the equipment. 2 months later I get a bill from Xfinity saving I owe $230.04 I called Xfinity and they said its for equipment not returned. I again explained that the box was returned and they they told me my bill was $80.04 theyll credit for the box. I explained the box sat in my car for a month while trying to return it to stores they told me too. Now they are charging me a months service as apparently it was disconnected until it was received. This is not appropriate since I had tried to return it for a month. I do not feel I should have to pay for the service when it wasnt in use and it was Xfinities fault since they sent me to places that were either closed or could not accept the box back. They also said I didnt ask them to disconnect the service which I figured theyd do when the box is no longer hooked up and being returned. I believe this is an unethical business practice on behalf of Xfinity and customers should be asked if its being disconnected if they are returning the box.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *********
  , ********
  
  Case Number:23361290
  Date of Notice:May 21, 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 an order to disconnect service was processed on March 21, 2025. On April 5, 2025, the account was disconnected with a stop billing date of March 26, 2025. Prorate credits were applied for service previously billed from March 26, 2025 until April 25, 2025, leaving a remaining balance for services rendered. 
  
  On May 6, 2025, the account assessed an unreturned equipment fee. 
  
  On May 21, 2025, the equipment was removed from the account, and a credit was applied waiving the unreturned equipment fee. 
  
  On May 29, 2025, I spoke with Ms. ********* regarding her billing-related concern. I applied a credit to the account waving the remaining balance due. Ms. ********** account is now closed with a zero balance. The credits will reflect on the June 6, 2025 billing statement. 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

  Hi
  the complaint has been satisfactory resolved with a credit of balance adjustment. 

  thank you for your assistance in resolving this issue. 

• Initial Complaint

  Date:05/21/2025

  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.

  Problem 1 - We requested a disconnect of all SIP services in November 2024. We received the multi-site disconnect form, filled it out, and sent it back in - at which point, the *** stopped responding to us. We have worked through at least 3 different agents attempting to get this resolved, and as of today, Comcast has billed us over $18,000 for an account that was supposed to have been closed out 6 months ago. Problem 2 - When we convered our sites to SIP trunking, we requested that all analog lines be disconnected. They were not, and we were billed for analog lines that we were not using (as well as our SIP trunks) for years. When I caught this and called about it, we were told we would receive credit for the time we were being billed for lines that were supposed to be disconnected. This process was started a year ago, and as of today (05/21/2025), we have no resolution.

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       *** ****
              *********************
              *********,TN 37660
  
              Case Number:              23361175
              Date of Notice:             May 21, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** **** regarding Comcast Business Service.
  
  Our records indicate a Voluntary Disconnection Request form was signed on February 24, 2025, and reflected a November 24, 2024 disconnection date for multiple accounts.
  
  A June 1, 2025 billing invoice ending in 7104 reflects accounts,which were disconnected and credited for services billed from May 14, 2025 to May 31, 2025, May 15, 2025 to May 31, 2025, and May 19, 2025 to May 31, 2025. A request was processed to backdate and credit all affected accounts.
  
  At this time, our billing department is still working on the accounts, which could take some time to complete.
  
  Between June 3, 2025 and June 23, 2025, I have communicated with Mr. **** regarding his billing-related concerns. Mr. **** is aware we do not have the amounts to be credited, which can take one to two billing cycles. I will continue to communicate with Mr. **** until the billing issues are resolved for affected accounts. 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 Business Account Manager

• 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.

  When logging into my account on the ********************** app I was presented with the option to downgrade my service for 90 days and pay $50 which would set up a payment installment plan and reactivate my internet today, which is important because my 14 year old son and I both do our schooling online. I agreed, excepted their agreement and paid the requested amount. When my services were not reactivated I called Xfinity customer service and was told that I didn't qualify for the installment plan. And that the $50 that I had paid instead was issued to my outstanding balance and that services would not be restored until I'm able to pay it in full. They are refusing to honor their chat agents agreement which I would not have agreed to if it was not offered in the manner it was, I feel that they are taking advantage of customers who might be facing finacial hardships because you are forced to talk to this "bot" and getting to a live agent is next to impossible. As of this filing on May 21st at 2:27pm est their chatbot is still offering me the same option. It would appear that Xfinity is aware of the situation and doing nothing about it, the live agent I finally spoke to indicated that I should go to a Xfijirt store which I did this morning and while the workers there totally understand the error they aren't allowed to reactivated services as they have no connection to the Xfinity system that would allow that.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  
  Better Business Bureau 
  ****************************;
  ********************
  
  Re:Krysta Grant 
  ********************;
  ****************
  
  Case Number:23360482
  Date of Notice:May 21, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ***** regarding Xfinity service.
  
  On May 30, 2025, I communicated with Ms. ***** via email regarding a billing concern. Our records indicate on April 22, 2025, Ms. ***** agreed to a promise to pay arrangement to be paid on May 3, 2025. Payment was not received, breaking the arrangement, and on May 4, 2025, the account was suspended for nonpayment. 
  
  On May 11, 2025, the account was reactivated as a courtesy with Ms. ***** promising to make a payment that same day. A second promise to pay arrangement for the remaining past due balance was scheduled for May 19, 2025. 
  
  Payment was not received on May 11, 2025. A promise to pay arrangement does not include a payment method and will not prevent further service suspensions for accounts that are significantly past due. On May 12, 2025, the account was suspended for nonpayment of the past due balance. On May 20, 2025, a partial payment was received, but it did not satisfy the past due balance reflected on the April 28, 2025 billing statement. 
  
  The billing statement issued on May 28, 2025, includes a 90-day past due balance, and new service charges for the June 2, 2025 through July 1, 2025 billing cycle. The past due balance was due upon receipt, and the new charges are due by June 18, 2025. Due to the previous arrangement not being honored, the account is not eligible for another payment arrangement. Payment of the full past due balance is necessary to reactivate the account. Should the account be fully disconnected for nonpayment, the total balance owed on the account will be required to restart service. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity has charged me $15.00 for the past 12 month for an inactive internet/voice equipment that I do not have in my possession. Xfinity refuses to credit my account for the full amount of the over charge. They only offered a 4 month credit which is not sufficient.

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******** *****
              *****************
              ********,MA 02351
  
              Case Number:              23355111
              Date of Notice:             May 21, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** *****.
  
  Upon receipt of this complaint, an investigation was performed. Records reflect on June 5, 2024, Ms. ***** began being assessed a monthly charge for an unreturned inactive modem. This reflected on the July 1, 2024 billing statement, under Equipment and Services. Ms. ***** continued to be billed monthly for the unreturned inactive modem.
  
  On May 20, 2024, Ms. ***** spoke with a Comcast representative, who advised of the above. On May 20, 2025, the equipment was removed from the account, and the representative advised that a credit for 120 days can be applied, per Comcasts 120-day dispute policy. Records reflect that Ms. ***** spoke with a supervisor, who confirmed the above. Records reflect that Ms. ***** did not accept this offer.
  
  On May 22, 2025, I spoke with Ms. ***** and, as a courtesy, offered a credit equivalent to 12 months of inactive modem charges,however, moving forward, she must contact us immediately with any disputes. I provided education on Comcasts 120-day dispute period and Comcast's Terms of Service.
  
  On May 22, 2025, a courtesy credit was applied to the account. This credit will reflect on the June 1, 2025 billing statement. I apologize for any inconvenience that may have been 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
  
  

  Customer Answer

  Date: 05/28/2025

  [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: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.

  Over charging for internet services that were NOT EVER advised of! outrageous charges for misunderstood data limits from home internet. Breach of contracts

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re: **** Caplan 
  **************************************************************************************************************************;
  
  File Number:23360329
  Date of Notice:May 21, 2025
  
  Dear *** and Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. **** ******.  
  
  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. Ms. ****** exceeded her 1.2 TB usage threshold in December ************************************************************* ****** again exceeded her 1.2 TB usage threshold in January and April 2025, for which she incurred overage charges.
  
  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. 
  
  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.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to Ms. ****** when she was approaching, had reached, and exceeded her 1.2 TB threshold.
  
  Ms. ****** subscribes to ********** Gigabit Internet, and Xfinity Voice. Please note, Comcast has no record of Ms. ****** subscribing to the ************** Plan.
  
  On May 23, 2025, a Comcast ***************** Assurance technician spoke with Ms. ****** to advise her of the above information.
  
  If you or Ms. ****** have further questions or concerns, please feel free to contact me.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  

  Customer Answer

  Date: 06/15/2025

  They only partially responded , never followed through ! I am still furious with their lack of professionalism and not solving any of this problem!

• Initial Complaint

  Date:05/21/2025

  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.

  My Internet speed never reaches 100 mbps but the promised speed is 1000 mbps which not ever 1 percent of the speed .Please help Xfinity does not care and canceling my appointment

  Business Response

  Date: 05/29/2025

  
  May 28, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                      Case Number:                     23360201
              Date of Notice:             May 21, 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 reflect that ******** ******** is not an authorized user on the account in question. ******** ******** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologize for any inconvenience and overall experience 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:05/21/2025

  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.

  Xfinity Mobile (Comcast) was my cell phone provider. With whom I had automatic payments set up with my debit card.I switched my cell service to Patriot Mobile, with the assistance of a *** on February 14, 2025, and with the assistance of a Xfinity Mobile *** to authorize my phone number, ************ to move to my new provider. The three of us were on the phone to accommodate this transfer of my phone number to Patriot Mobile. It took 24 hours to port and complete. I have emails indicating from both providers that the port was complete on February 15, 2025. The problem is that once my final bill was paid, Xfinity still billed me into April 2025. I called them and was assured my card would not be charged as the account is inactive. However, they charged me, and my bank helped me dispute the charge and get my money back. Now they have sent a billed (May) amount to a collection agency that is trying to collect $40.67 that I don't owe from a service period that I wasn't a customer. My bank thankfully blocked any future charges when I disputed the amount in April, or they would have been able to withdraw from my bank in May. In a recent email they say my line was canceled due to a lack of a payment, which is incorrect of great magnitude. I need this company to discontinue harassing me and trying to ruin my credit with a now collection agency involved wanting $40.67 AND delete my bank account information. This company is negligent with my information and management of a canceled account. I don't have an online active account to delete my own bank account information. They said they did, but clearly something is wrong.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** *******
              *******************************************************************************
               ******,WA 98625
  
  
              Case Number:                    23360200
              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. Although I was unable to reach Ms. ******** a review was completed on the account. Our records indicate on December 20, 2024, Ms. ******* established Xfinity mobile services in which she maintained until cancelling her services on February *******.
  
  Ms. Forsters monthly bill consisted of the unlimited data plan and the stand-alone mobile fee which a customer is charged when they no longer have Xfinity internet. On May 17, 2025,Ms. Forsters account was sent to collection for the balance related to the February 13-March 12, 2025, billing cycle along with a late fee that was accessed on May 13, 2025, due to non-payment. This billing cycle included charges for the prorated services and the stand-alone mobile fee, which does not get prorated.
  
  Although the collection charge is valid, as a courtesy on May 27, 2025, I applied a credit to wipe the past due balance therefore to remove the account out of collection due to minimal service usage within the two days the line remained active within the billing cycle. The account is now successfully closed, and the account will automatically be removed from collections within 30 days. I have provided ********** my contact information via voicemail and email in the event she has any additional questions. 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,
  
  
  ****** *.
  XM Regulatory Specialist
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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 have been trying to cancel a service and cannot get anyone to do so. Have been trying for weeks.

  Customer Answer

  Date: 05/23/2025

  Issue has been resolved with business.  Thank you.

• 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.

  Xfinity is the worst company ever. I havent even been a customer for a week. Their technician LS came out to bury a cable and even though I told the technician multiple times where the sprinkler system was, the technician didnt care and cut the lines anyway and left my yard with water pouring everywhere, and didnt even have the decency to give me a heads up about the damage. I went into my yard that night to find the mess. When I called Xfinity to make a report the agent didnt care about the damage as much as he kept trying to sell me more services. The customer service agent told me someone would call me the next day and it has been 6 days and no one has reached out yet. Xfinity messed up my brand new sprinkler system at my brand new home and all they care about it trying to get me to add on products, not fix their damage. Everytime I call back to inquire about what they are doing they try to steer the convo from fixing their damage to buying more of their crappy services. No one should sign up for anything with Xfinity unless they have no other choice like myself. The moment I have another internet service provider in my neighborhood I will cancel Xfinity that day. There is a reason why they are continually rated one of the worst companies for customer service. They truly are the at awful.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** Hammonds 
           ****************************************************;
           **********************
  
           Case Number: 23359772
           Date of Notice: May 21, 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 31, 2025, I communicated with Mr. ******** via email and confirmed that the damage to his sprinkler system was repaired as of May 31, 2025. Mr. ******** will contact me directly if he needs additional assistance with this issue.
  
  On June 3, 2025, I applied a credit for the inconvenience. This credit will reflect on the June 9, 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,
  
  
  ******* *.
  Xfinity Executive Customer Relations
  

• Initial Complaint

  Date:05/21/2025

  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 am filing this complaint due to Xfinitys failure to disclose that my account was sent to collections, conflicting account information, and a lack of resolution after I made full payment on May 20, 2025. Despite payment and multiple support tickets, my service remains disconnected due to what I was later told was a fraud flag related to previous tenants at my address. I was misled about payment arrangements, given inconsistent balance amounts, and denied service restoration without clear explanation. This experience has caused unnecessary stress, confusion, and service disruption. A detailed complaint is attached.Summary of Key Issues No disclosure of collections status until after multiple disconnections.Service not restored despite payment and multiple confirmations.Conflicting information on balance, account status, and service plan.Poor internal communication and no clear path to resolution.Unresolved account flag or fraud issue tied to previous tenants.Requested Resolution I am requesting the following:Immediate investigation and restoration of my internet service.A written explanation of why I was never informed about the collections status.A formal apology for the mishandling and stress caused by this experience.A policy review and potential change to ensure customers are properly informed about balances, collections, and fraud flags before starting new service.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   Kaili Nichols 
           ********************
           *********, MD 21216
  
           Case Number: 23359366
           Date of Notice: May 21, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding Xfinity service.
  
  On February 28, 2024, Ms. ******* subscribed to a 36-month transitional promotion for the Superfast Internet package, which includes Superfast Internet service. Additional services and modem are not included in the package price. Ms. ******* also subscribed to NOW TV at an additional cost. The first-year package promotion was effective February 29, 2024, and will end on February 28, 2026, then the promotion will enter its second-tier pricing effective March 1, 2026, and would expire on February 28, 2027, at which time, retail rates would apply.
  
  Ms. ******* failed to make any payments on the account since services were started on February 29, 2024, which resulted in services being disconnected on May 9, 2024, and her past due balance being sent to collections on June 23, 2024, due to nonpayment.  
  
  On March 5, 2025, Ms. ******* created a new account at a separate location and subscribed to a 12-month term agreement for a 36-month transitional Fast Internet promotion, which included Fast Internet service. Additional services and modem are not included in the package price. This package promotion was effective March 8, 2025, and would end on March 7, 2027, when the promotion would transition to its second-tier pricing effective March 8, 2027, and will expire on March 7, 2028, at which time, retail rates would apply. The term agreement was effective March 8, 2025, and would expire on March 8, 2026.
  
  Ms. ******* was charged an installation fee on March 9, 2025, this fee was later credited on April 7, 2025, which reflected on the May 3, 2025, billing statement.
  
  Ms. ******* was disconnected on April 11, 2025, due to bad debt on her previous account which she was informed a payment would be needed to keep services active. Account records reflect there was a payment made on April 11, 2025, on the previous bad debt account. Services were restored April 11, 2025. On May 15, 2025, services were disconnected again due to the remaining bad debt. Services were restarted same day. On May 19, 2025, services were again disconnected as the remaining bad debt balance was not settled in full.
  
  Account records reflect there was a payment made on May 21, 2025, to settle the bad debt account in full and have services restarted at with Ms. ******** new location.
  
  On May 22, 2025, I spoke with Ms. ******* and confirmed she is currently subscribed to a 24-month transitional promotion for the Connect More Internet package, which includes Connect More Internet service. Additional services are not included in the package price. The first-year package promotion was effective May 22, 2025, and will end on May 21, 2026, then the promotion will enter its second-year pricing effective May 22, 2026, and will expire on May 21, 2027, at which time, retail rates will apply. Ms. ******* also received a promotion for a free modem effective May 22, 2025 through May 21, 2026, at which time, retail rates will apply.
  
  Our records indicate that there was an existing balance for which, proof of payment was required to clear the account. As a result, the collection notice received is valid. Since Ms. ******* settled the bad debt account in full, Ms. ******* will receive a confirmation ****** within 30 business days of the updated credit status. 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