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 Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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  Comcast

  3303 Main St Springfield, MA 01107-1111

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  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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: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 opened an Xfinity account back around 5/3/2024. I requested internet services and one tv box. They have been charging me rental of two tv boxes. I never received 2 boxes. I have called numerous times about being charged for 2 they acknowledged that one was never use ( I only own one tv) and would credit my account only to go back and charge me for two boxes the following month. I moved and requested Xfinity to close my account on 4/4/25. I returned equipment that I had and they started to charge me for the 1 cable box I never received. I contacted them numerous times. The credited my account only to charge me again threatening to take me to collections and dinged my credit for being one month late.

  Business Response

  Date: 06/03/2025

  
  June 3, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* *****
              IL,60641
  
  Case Number:      23358946
                  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 spoke with Ms. ***** regarding her billing related concern. Comcast records indicate that Ms. ****** previous account, account ending in 5098, TV box (S/N: I709)was added on the account on August 8, 2021. The cable box was indicated on that account as a streaming box.
  
  On May 3, 2024, Ms. ***** transferred services to account ending in 9246, and TV box (S/N: I709) was added towards this account. Due to the TV box not activated within 30 days of the start of the account at the new location, an unreturned TV box fee was applied to the customers account starting on June 11, 2024, first appearing on the July 1, 2024, billing statement. This fee increased monthly starting on December 18, 2024, and appeared starting on the January 1, 2025, billing statement.Because this box is shown to have been in Ms. ****** possession since August 12, 2021, the unreturned TV Box fee is a valid charge, and compensation for this fee is respectfully denied as not justified.
  
  On May 22, 2025, after our discussion, TV box S/N: I709 was removed from the account, and the unreturned equipment fee was reversed by the billing system. Ms. ****** account balance has been cleared of any balance, and this will be reflected on the June 1, 2025,final billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  ******* *.
  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.

  I am writing to formally file a complaint against Xfinity (Comcast) regarding deceptive billing practices and abusive customer service behavior.Over the past two years, my monthly internet bill has increased from $30 to $45, and most recently to $59, without any clear or transparent disclosure. At no point was I adequately informed of these price hikes, nor were they explained in my billing statements. These increases appear to be the result of expiring promotions or added fees, but Xfinity failed to provide any advance notice or justification.When I attempted to cancel my service due to these unexplained charges, I was met with retention abuse. On multiple occasions, Xfinity representatives disconnected the call when I requested to cancel. This behavior is not only unprofessional but appears to be a deliberate tactic to prevent customers from leaving. They are aware that they are the only provider for our region and have used this to manipulate and increase charges. These practices violate the spirit of the **** broadband transparency rules and may also breach consumer protection laws in *******. I am requesting that:1. Xfinity provide a full breakdown of the charges and price increases applied to my account.2. ********************** be held accountable for its failure to disclose pricing changes in a clear and timely manner. Ideally, this includes refunding undisclosed fees/billing increases and monetary compensation for my time invested in resolving the issue.3. An investigation be launched into their customer service practices, particularly regarding cancellation requests.I am happy to provide call logs, billing statements, and any other documentation needed to support this complaint.Thank you for your attention to this matter.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ***
  
              , GA 30909
  
              Case Number:              23358937
              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 22, 2025, I spoke with Mr. ***** ***, the account holder, regarding a billing explanation. Please note, Ms. ****** *** is an authorized user. Our records indicate that on May ******, Mr. *** enrolled in Xfinity service using ************************ and consented to a 24-month promotional offer for Connect Internet. Services included Connect internet.The introductory promotional rate was effective from May 1, 2023, through April 30, 2024. Effective May 1, 2024, the second-year promotional rate became effective through April 30, 2025, at which time, the retail rate applied. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change.
  
  The account receives a self-service discount with enrollment in both Automatic Payments with a linked bank account and Paperless Billing. Should either self-service option be canceled, the discount will be removed.
  
  Prior to agreeing to the promotional offer on May 1, 2023, Mr. *** was provided with the effective dates via ************************. The billing statements issued from May 1, 2023, through March 27, 2025, also provided Mr. *** with the effective dates for the promotional offer. The transition to the retail rate was reflected on the April 27, 2025 billing statement.
  
  Currently, there are no available promotional offers that meet Mr. **** needs. Existing accounts are not eligible for the promotional offers available to new customers. Mr. **** account would need to be disconnected for at least 90 days before he would become eligible for a service restart with a new customer offer.
  
  On May 22, 2025, as a courtesy, I applied a series of deferred courtesy credits that were applied beginning on May 26, 2025, through April 26, 2026, at which time, no further credits will be applied. The credits will reflect on the billing statements issued from May 27, 2025, through April 27, 2026. On May 22, 2025, I explained that Mr. *** can view his monthly billing statements using the Xfinity My Account website or app. As the account is active, with no disconnection processed, and the balance is current, a refund is not warranted. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **** *.
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 06/06/2025

  [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 at this time for me. 
  
  Regards,
  
  ****** ***
  
  

• 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.

  On 3/16/25 I started a "chat" through the Xfinity assistant app to have my cable and internet svcs cancelled. The representative asked would I reconsider if he could find a promotion that would lower my bill so I said yes. He came up with a plan that also consisted of 2 cell phones from Xfinity NOW mobile. I thought about it that it would be a good idea and maybe even cheaper (since the cable and internet was lowered) to have everything, cable, internet and cell phones all under 1 umbrella so I agreed to it. My card was charged $157.76. When we finished the chat I thought about it and realized it was not beneficial for me at that time because I already did have service but I was still paying on equipment and my phones were iphones so I reached back out and wanted to cancel this. I was told the order had already been processed and that when the phones arrived to refuse them and they would be returned to the warehouse and then I could get my refund. I reached back out to Xfinity when I refused the phones to let them know and was told to give it a few days and let them receive them and then I can get my refund issued. I did just that and then reached back out and was told the phones had been received back and my refund was being processed and to give it 3-5 days or so. Those days went and new days came and still nothing. I have been receiving the run around, being bounced from one department to the other and told different things, all through "chat" because this seems to be the only way you can get someone. Today is 5/21/25 and I still have not received my refund after being promised, then me being irritated, then irate with the services! This has been a horrible experience that I never expected to have with Xfinity and it has been very unprofessional and unacceptable and I want my money back as well as my account to be looked over and a new promotion to be given because I know the charges they are showing now are incorrect!

  Business Response

  Date: 06/03/2025

  
  June 3, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       Charleedra **************
              *****************************************
  ***************
  
                  Case Number:      23358655
              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 Charleedra ************** regarding Xfinity service.
  
  I made several attempts to contact Ms. ************** via telephone and email.Although I was unable to reach Ms. **************, a review was completed on the account. Our records indicate on March 15, 2025, Ms. ************** established Xfinity NOW mobile service via the purchase of two ******* Galaxy A16s.
  
  Later in the evening of March 15, 2025, Ms. ************** contacted Xfinity and requested to cancel the order that was placed. Ms. ************** was educated it was too late to cancel the order, then instructed to refuse the shipment when the devices arrived.
  
  The order was marked delivery failed. On April 3, 2025, the devices were received back into Xfinitys warehouse. Upon receipt of this complaint, I created a ticket requesting a refund for the taxes Ms. ************** paid at the time of purchase. On May 22, 2025, the ticket was closed as the refund was sent to Ms. ************** via the initial payment method. On May 22, 2025, an additional ticket was created to successfully cancel the pending order on the account.
  
  I have provided Ms.************** my contact information via voicemail and email in the event she has any additional concerns. On May 30, 2025, I made a final follow up contact attempt to confirm Ms. ************** successfully received her refund. This contact attempt was also unsuccessful. 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: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 wife works from home. Here as of lately especially yesterday the internet was yet again down for over 7 hours and she had 8 hours loss of work and lost bonus due to missing work. So this constant internet issue is causing her to lose money due to not being able to work because service is down.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ******
              *********************
              ***********, ** 30506
  
  Case Number:                      23358003
                  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.
  
  I made several attempts to contact Mr. ****** via telephone and email,however, my attempts were unsuccessful. Records indicate, a damaged fiber was the cause of the reported service issues beginning on May 17, 2025, with a resolution date of May 19, 2025. On May *******, a downstream issue was reported and was self-cleared on May 22, 2025. On May 21, 2025, a credit was applied as a billing adjustment and on May 29, 2025,a credit was applied to the account to cover one month of services charged.Both credits will show on the billing statement dated, June 27, 2025.
  
  On May 29, 2025, it was confirmed the levels that were passing begin to fail. Our Comcast network team confirmed a fiber issue in area. On May 30, 2025, the fiber was repaired and confirmed to be resolved. Currently the service levels at the residence are failing and a technician would be required to further assist. On June 5, 2025,I made an additional attempt to contact Mr. ****** however was unsuccessful.
  
  In order to resolve this matter, contact with Mr. ****** is necessary.I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 06/09/2025

  [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: 23358003
  
  I am rejecting this response because:
  I have made several attempts to return the call leaving voicemails to no avail. I have emailed back more than once in response to no response as well. The minor credit doesnt help the amount that was lost at work as well. We would like a better outcome. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/17/2025

  
  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ******
  ****************************************************************************************
  
  Case Number:23358003
  Date of Notice:June 9, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On June 13, 2025, I spoke with ****** ****** about a billing-related concern. Xfinity does not compensate for lost wages. If services are affected due to outages, equipment issues, etc., compensation is provided. On May 29, 2025, a credit was applied to the account to cover one month of services charged. On June 13, 2025, a credit was applied to the account for two months of service. The credits applied will reflect on the June 27, 2025, billing statement. 
  
  On June 13, 2025, a Xfinity technician visited the home and replaced the defective drop. A drop-line burial is scheduled on the account and will be completed within 10 to 14 business days from June 13, 2025. 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 a 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: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.

  Never got a call back for my first complaint for xfinity. About our bill and the run around we was getting it seem like the case was dismiss or never got resolved.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***************
  *********************;
  *****************
  
  Case Number:23357905
  Date of Notice:May 30, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mararith ***, an authorized user on the account, regarding ********************** service.
  
  Our records indicate that on February 12, 2025, an electronic funds transfer (EFT) payment was made, which was returned on February 28, 2025, along with a returned payment fee. On February 18, 2025, an EFT payment was made, but this payment was returned on March 7, 2025, plus a returned payment fee.
  
  On March 12, 2025, a billing statement generated, which included a past due balance from the February 12, 2025, billing statement. On March 17, 2025, Mr. *** requested to set up a payment installment plan to pay his past due balance over 12 months. On March 18, 2025, an installment plan was established to spread the total amount over 12 months, Mr. *** was informed that he will be responsible for an installment amount in addition to the normal monthly rate.
  
  On March 19, 2025, an order to disconnect the account was created and was completed on March 28, 2025, with a billing stop date of March 18, 2025. As the account was disconnected, on March 28, 2025, the installment plan was removed, and the remaining balance was re-added to the account.
  
  While the account is disconnected, Mr. *** does not qualify for a payment arrangement. On March 28, 2025, the disconnection billing statement generated, which included a balance forward and a prorated credit for the services from March 18, 2025, through April 16, 2025. On May 17, 2025, due to failure to pay the remaining balance, the account was charged off to third-party collections.
  
  On June 3, 2025, I spoke with Mr. *** regarding a collection notice. On June 3, 2025, a courtesy credit was applied to the account, which will reflect on the June 28, 2025 billing statement. The remaining balance on the account is valid, for which proof of payment is required to clear the account. As a result, the collection notice received is valid. 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:05/20/2025

  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.

  Date of transaction: Dec 3, 2024 Advertisement: Black Friday sale for $250 rebate with phone trade in Attempted to follow through with trade in after initial phone purchase, was told trade in would not be accepted. Called again on Dec 18 and was told trade in would be accepted and a shipping label would be sent to us. Label was never sent. Subsequent calls to Xfinity, we were placed on hold for extended periods, offered a "free" Apple watch (with additional contract), and consistently hung up on after hour-long waits on hold. Today, we spoke with a "supervisor" who acknowledged that their service notes reflect that we were meant to receive the label, but that they will not send it to us. Instead, they offered to have us return the new phone entirely, but they refused to nullify the transaction and said they would be keeping all monies paid since the beginning of the contract.

  Customer Answer

  Date: 06/11/2025

  I have been calling and emailing ****** from Xfinity Mobile Executive Resolutions to get him to call or email me back in the last two weeks but no success. Please see attached communication attempted on my end. I have also left multiple voicemails at the number stated in his email. He originally called me after we lodged this complaint with the BBB, but his calls came at inopportune times, and my attempts to reach him have been unsuccessful. I have also advised Xfinity that incoming calls have not been coming through properly on the new iPhone, but that problem has also not been resolved thus far.

  Business Response

  Date: 06/16/2025

  
  June 16, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** ********
  VA 23228
  
                  Case Number:                                      23357900
                  Date of Notice:                         May 21, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ********.
  
  On December 3, 2024, ****** ******** purchased an Apple iPhone 16. At that time, Xfinity Mobile did not offer a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they trade in an eligible device.
  
  There is no record of ****** ******** placing an order for an Apple Watch to be free. An Apple Watch was never activated or ordered on this account.
  
  Upon receipt of the complaint, I made multiple attempts to contact ****** ******** and explain the above information, but I was unsuccessful.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 06/24/2025

  I have not been able to respond since I was in the middle of international travel, which was the reason why I emailed and left multiple voicemails/messages to Mr. ****** demanding him to return calls on/by Monday, June 9th. 

  This line in Mr. ******* message saying "There is no record of ****** ******** placing an order for an Apple Watch to be free. An Apple Watch was never activated or ordered on this account." makes me believe that he does not have a full understanding of this complaint whatsoever. I have never placed or requested an order for a free Apple Watch. That is not the issue at all. The issue is that I bought an iPhone 16 under Xfinity's Black Friday Deal, which should have given me $250 off with trade-in of my old iPhone but was never honored. While Xfinity acknowledged once that I was eligible for the deal by sending me a return label for a trade-in phone, they never sent me a label AND yet I was charged a full amount for the new iPhone 16. I called the customer service multiple times but I was hung up every time I tried. One time I tried a chat with an agent, the agent tried to get me a "free" Apple Watch" (for the trouble I was going through), which turned out total scam because they were trying to get me into a 24-month contract with the Apple Watch when I insisted that I would switch carriers if this particular issue would not be solved. 

  Mr. ****** also mentioned in his recent messages that "I made multiple attempts to contact ****** ******** and explain the above information, but I was unsuccessful" but I made even more attempts to reach out to him via phone calls and emails but no success on my end. I request that they investigate this issue again with more care and consideration given the situation I explained above and provide a sincere solution for all the trouble I went through/and am still going through. 

  ****** ********

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: ****** ********
  VA 23228 
  File Number:23357900
  Date of Notice:June 24, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced rebuttal submitted to your office by ****** ********.
  
  Upon receipt of this rebuttal, a thorough investigation was conducted and our findings, as outlined in the response dated June 16, 2025, have not changed.
  
  On December 3, 2024, ****** ******** purchased an iPhone 16. At that time, Xfinity Mobile
  did not offer a trade-in promotion for the iPhone 16. 
  
  ****** ******** has been advised multiple times that the original order, placed using self-service, online, did not include a trade-in promotional offer. No return label is warranted, and no billing adjustments are justified.
  
  Upon receipt of the original complaint, and the rebuttal, I made multiple attempts to contact ****** ******** and explain the above information, but I was unsuccessful.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  *********************************
  
  

  Customer Answer

  Date: 07/04/2025

  I have attached a screenshot of Xfinity's Black Friday promotion, under which I purchased my new iPhone. As you can see, this screenshot was taken on December 3, 2024 at 10.55.32?PM. Who would have bought a new iPhone and not included the promotion and paid $250 more? I never received any email or message about a shipping label for trade-in after the purchase was made, so I was wondering but there was no way for me to know or doubt that there was a problem/glitch with the website at that time, which caused a delay in reaching out to Xfinity about this issue. 

  Mr. ****** wrote "Upon receipt of the original complaint, and the rebuttal, I made multiple attempts to contact ****** ******** and explain the above information, but I was unsuccessful." However, that cannot be a part of the argument as I have also made multiple phone calls and emails to him to try to contact him, which was no success. 

  Thank you,

  ****** ********

• Initial Complaint

  Date:05/20/2025

  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.

  this is a copy of the email I have sent:Was working with ***** left daily messages for her no return calls have continued to have many internet (which includes no cell or land line) losses of service.she was giving me $100.00 credit on my bill..no text, email, or proof that this has been done. WHY? no return calls. please issue credit with proof explain I REALLY want this issue corrected ASAP.What action to assist me? This is not the service I have had in the past . Thanks for your prompt attention!Respectively,******** ***** ************ ************ Dear **** great service in the past. the past few months I have experienced many loss of internet (seven times from 4/12/2025-4/23/2025) and phone service this is more than the ENTIRE TIME i have been a comcast *********** monthly bill was increased by ******************** I am getting the WORST SERVICE EVER!!! Please explain Loss of internet/phone I have ABSOLUTELY NO WAY TO COMMUNICATE IN THE EVENT OF AN EMERGENCY use WHEEL CHAIR! you increase my monthly bill disastrous service, worst service ever What are you doing to correct this issue??? Please answer ALL my questions tell me how you are going to improve my service. Do you really think it is fair to INCREASE MY MONTHLY BILL and then expect me to be happy with this constant interruption in service? I DON'T..Many times I have been on VERY IMPORTANT PHONE CALLS, (on conference call phone with a judge and a hearing with my insurance ***** very important!!!) call dropped UNABLE TO COMPLETE VERY SENSITIVE INFO AND DOCUMENTS because of NO INTERNET!!! my land line and cell phone are having issues...not sure if it is because of all these issues or ****** was working OK before all this started..I was a loyal customer, but at this time....want the customer service I feel I deserve, not being treated this way!!! Please contact me by phone to discuss this issue ASAP!!!************ AND PLEASE NO AI RESPONSES LEFT PHONE MESSAGE FOR YOU AND NO RESPONSE RESPECTFULLY ******** *****

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Better Business Bureau
  ********************************************************************************
  **********************
  
  Re:       ******** *****
              **************************************************************************
              ***********,** 87112
  
              Case Number:                    23357608
              Date of Notice:              May 21,2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******** *****.
  
  Regarding the rate increase concern, ******** ***** subscribes to Internet Essentials service.[1]
  
  Effective January 1, 2025, the monthly price for Internet Essentials for customers in Ms. ****** area increased from $9.95 to $14.95 per month, which is the first price adjustment since the programs inception 13 years ago. Additionally, Comcast increased the speeds of Internet Essentials service from 50/10 Mbps to 75/10 Mbps, making it the seventh speed increase to the service offering since its launch. 
  
  Customers received at least 30 days notice before the price increase took effect. ******** ***** received notice of the price increase with her billing statement dated December 28, 2024, and the new price reflected on her billing statement dated January 28, 2025.
  
  Regarding the credit concern,on May 22, 2025, a credit was applied to Ms. ****** account as promised by the previous Executive Customer Relations representative. This credit is reflected on the May 28, 2025 billing statement.
  
  On May 27, 2025, I spoke with Ms. ***** and explained the above information.
  
  Regarding the service concern,on May 29, 2025, a Comcast maintenance technician fixed a crack on the output of the aerial mini-bridger feeding Ms. ****** complex. The technician also balanced signal levels to Ms. ****** tap. I made several attempts to contact Ms. ***** after the maintenance repair to confirm that the service is working properly; however, my attempts were unsuccessful.
  
  On May 30, 2025, an additional credit for the service issues was applied to the account and will be reflected on the June 28, 2025 billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** ** *.
  Case Manager | Executive Customer Relations
  
  
  [1] Internet Essentials by Comcast is a program designed to extend Internet access to ********** individuals who currently do not have such access at home by offering them Xfinity Internet service with download speeds up to 75 Mbps for $14.95 per month.  In February 2022, to provide more options for current and new Internet Essentials customers, ******************** introduced ********************** Plus with download speeds up to 100 Mbps for $29.95.  More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.

  Customer Answer

  Date: 06/02/2025

  the service has improved, but I am still having internet disruptions.  Comcast set up a service appt. but I was unable to adjust my schedule as they did not check with me first, I cancelled the appt. and have left messages for ***** and *****. They have not responded to set up another appt. at my convenience

  Their response does not give the dollar amount on the credit adjustment or the amount of my current bill due to their increase. I would appreciate them to give details .

  I am waiting to hear from either one of them to set up an appointment

  I greatly appreciate the credits they have applied to my bill, and am looking forward to the service appointment so that this issue can be resolved ASAP.  It's a shame that I have to file a complaint for them to respond to my issue, but now that I have, they have done work that could have been resolved if only they would have responded to my calls, ***** has not returned the many messages I have left for her.  ***** has responded well.

  after the service appointment, then the internet issue will be evaluated by me to see if it is totally resolved

  thank you all for the prompt attention to this matter

  sincerely, 

  Kathleen 

  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: 23357608
  
  I am rejecting this response because:the service has improved, but I am still having internet disruptions.  Comcast set up a service appt. but I was unable to adjust my schedule as they did not check with me first, I cancelled the appt. and have left messages for ***** and *****. They have not responded to set up another appt. at my convenience
  Their response does not give the dollar amount on the credit adjustment or the amount of my current bill due to their increase. I would appreciate them to give details .
  I am waiting to hear from either one of them to set up an appointment
  I greatly appreciate the credits they have applied to my bill, and am looking forward to the service appointment so that this issue can be resolved ASAP.  It's a shame that I have to file a complaint for them to respond to my issue, but now that I have, they have done work that could have been resolved if only they would have responded to my calls, ***** has not returned the many messages I have left for her.  ***** has responded well.
  after the service appointment, then the internet issue will be evaluated by me to see if it is totally resolved
  thank you all for the prompt attention to this matter
  sincerely, 
  Kathleen 
  
  
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/08/2025

  My internet went out on 6/7/2025 at 4:18 pm mst AGAIN and now there is NO land line service..just a high pitched beeping sound.I emailed comcast about this Sun, 08 Jun 2025 at 03:07 am ..they responded at 8:53 am today  6/8/2025 requesting info on my account.since I am billed via email and they automatically withdraw from my bank account, i gave them all the info I have...I have NO WAY  to give them my total account # and no way to sign into the account. This must be AI because we keep going over the same information. the last email from them was at 1:30 pm.. all of the other employees have access to my account and DO NOT NEED OR ASK FOR THIS INFO.  so here we are 5 hours later and still no action..in 5 hours they could have had this looked into and possibly repaired.  I have a very important business consultation on Monday, which I told them about, so I need the use of my land line phone.  i WOULD LIKE TO HAVE THIS REPAIRED ASAP, THEY HAVE ALREADY WASTED 5 HOURS just in emails...and not doing anything about this issue.  they are the ONLY comcast **** that says they need this info...all the others DO NOT NEED IT AS THEY HAVE ACCESS TO THIS.... i WOULD LIKE TO SEE SOME ACTION ON THIS MATTER, NOT JUST CONTINUING TO SEND EMAILS. PLEASE!!!  THANK YOU FOR YOUR ASSISTANCE IN THIS MATTER.

  SINCERELY,

  ******** *****

  Business Response

  Date: 06/10/2025

  June 10,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *****
              **************************************************************************
              ***********,NM 87112
  
              Case Number:                      ******** - Rebuttal
              Date of Notice:             June 3, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal submitted to the Better Business Bureau by ******** ***** regarding Xfinity service.
  
  As provided in prior response, on May 29, 2025, a Comcast maintenance technician fixed a crack feeding Ms. ****** complex. The technician also balanced signal levels to Ms. ****** tap.
  
  The account has received service-related credits. A credit was applied on May 22, 2025, appearing on the May 28, 2025, billing statement. An additional credit was provided on May 30, 2025, which will appear on the June 28, 2025,billing statement.
  
  In response to the rebuttal received reporting ongoing service issues, I attempted to contact Ms. ***** via telephone and email several times; however, my attempts were unsuccessful. There appears to be an intermittent signal ********** resolve this matter, contact with Ms. ***** is necessary to schedule a visit. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I realized on March 6, 2025 that for the past two years Xfinity had been charging my card on autopay for service that I was not using. I moved to ***********, ** in February of 2023. The service address on my account was an address I lived at in 2021 in *******, **. When I went through all of my bank statements I realized the charges amount to over four thousand ($4,000) dollars. When I reached out to them they offered me absolutely no compensation for this oversight on their end. They can see when equipment is inactive and that equipment had been inactive not only since I moved here but not even at the service address for a whole year before I moved.

  Business Response

  Date: 06/17/2025

  
  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ******
              *************************************************
              ***********, ** 90021
  
                  Case Number:                      23357550
              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 28, 2025, I spoke with Ms. ****** regarding a billing explanation. Comcast records indicate that on March 7, 2025, the disconnection of Ms. ******* account was completed. I was unable to locate a request for the disconnection of the account prior to May 6, 2025. Account details reflect that on March ******, a compensation request was submitted and denied due to the dispute being outside of the 120-day policy.
  
  During our conversation,Ms. ****** stated she has not lived at the service address for 3-4 years. I confirmed that the account has no data usage since May 2024. The equipment that was listed on the account was marked in lost/stolen status on May 8, 2025. I confirmed that the account was enrolled I automatic payment.
  
  On June 2, 2025, a refund request was submitted for a supervisor to review and approve. The request was approved for a 12-month period. A refund was requested for services billed from March 28, 2024, through February 28, 2025. On June 10, 2025, Comcast ****************** confirmed that a refund will be issued and mailed to Ms. ******* current address which she will receive within 2-4 weeks. On June 13, the refund was processed.
  
  On June 16, 2025, I followed up with Ms. ****** to inform her of the above information. I will follow up with Ms. ****** to ensure the refund is received. 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:05/20/2025

  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.

  Date of transaction March 17TH, amount $45. I had xfinity prepaid for 5 years. I moved in March and tried to transfer my services to the new address. After paying and moving in the internet did not work. A customer service representative said that the address was showing as a home and not an apartment so they would send a tech out to fix the problem. She said that if it still wasnt working they would issue a refund. The tech came out and said that xfinity is not on this location and no other apartment in the complex has xfinity. So I could not use xfinity and he would note that for my refund. Two months went by and I still went by and no refund has been issued. I contacted a supervisor who assured me the refund would be issued in 3-5 business days. It has now been a week and the refund has still not been issued. Very disappointed in the customer service.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* *****
              TX 77459
  
                  Case Number:                      23357474
              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 June 3, 2025, the **************** team provided an update. The team confirmed that Ms. ******* last payment was made on March 18, 2025. This payment coincided with her relocation to a new address, which unfortunately is not serviceable by Xfinity Prepaid. Due to the inability to use the service at the new location, Ms. ***** is requesting a refund.
  
  Although prepaid payments are typically non-refundable and the system does not support reversing such transactions, the team is attempting to process the refund manually. This process involves entering valid card information into the system. The refund does not need to be issued to the original card used for the payment; it can be processed to any valid card.
  
  Even though I had been communicating with Ms. ***** via email, I stopped receiving responses from ******** after my last email to her on June 3, 2025, where I informed her of our **************** team findings. A valid card is needed to be able to attempt to issue a 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,
  
  
  ******* *.
  Executive Customer Relations
  

  Customer Answer

  Date: 06/10/2025

  I would like to express concern regarding Comcasts ongoing misrepresentation of facts related to my refund request. It is disappointing to see continued discrepancies in their communications.
  Please refer to the attached email correspondence, which clearly documents my communication with Comcast after June 3, 2025. These emails confirm that valid card information was provided as requested, and that this information was forwarded to the **************** team to facilitate the manual processing of a refund.

• Initial Complaint

  Date:05/20/2025

  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 has overcharged us by $80 claiming different contract terms than we initially agreed to. We have proof of the initial contract agreement and proof of the change they have made without our permission.

  Business Response

  Date: 05/28/2025

  
  May 28, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *********
  **********************************************>****************
  
  Case Number:23357255
  Date of Notice:May 21, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ********* regarding Xfinity service.
  
  Our records reflect that Ms. ********* is not an authorized user on the account in question. Ms. ********* 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 that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 05/28/2025

  [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: 23357255
  
  I am rejecting this response because: If I am not the authorized user on the account why has ******** left several messages for me to return his call while not returning phone calls left by my husband (an authorized user) for ********, or attempting to call my husband. My husband has returned Gildardos phone calls at least 3 times and left his cell # each time. This appears to be an attempt at avoiding discussing the issue with us while claiming he has tried to contact us.
  
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *********
  *******************************************
  ****************
  
  Case Number:23357255
  Date of Notice:June 9, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ********* regarding Xfinity service.
  
  On June 12, 2025, I spoke with **** *********, the account holder, who gave permission to speak with ******* ********* and add her as an authorized user on the account. 
  
  Our records reflect on September 5, 2024, Mr. ********* accepted a 12-month agreement for a Gigabit Extra and Xfinity ************** services promotion effective September 5, 2024 through October 3, 2025. The account also reflected a free modem rental and ************** per month. Due to enrollment in paperless billing and automatic payments, the account also received a monthly self service discount.
  
  On September 29, 2024, Mr. ********* removed the unlimited data option, and a modem rental fee was added. As a result of the unlimited data option being removed, the account was billed for data overages in December 2024, January 2025, March 2025 and April 2025. The account was billed for every 50GB of data exceeding the 1.2 Terabyte monthly limit. Internet data overages are not part of the customers package price and is billed additionally. 
  
  On June 1, 2025, the billing statement was generated which included a past due balance from the May 1, 2025 billing statement and an internet data overage charge. 
  
  On June 4, 2025, an order was created to disconnect the account. The order completed on June 14, 2025, with a June 4, 2025 billing stop date. 
  
  On June 7, 2025, an internet data overage was applied to the account. 
  
  On June 12, 2025, I applied a courtesy credit, which will reflect on the July 1, 2025 billing statement. This credit is to compensate for the data overages charges that were applied to the account in the last few months. The account reflects a final balance due for which payment is required. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 06/16/2025

  [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: 23357255
  
  I am rejecting this response because:
  
  The terms represented are not accurate as they were presented to us and as I have stated we have correspondence to show this. Nevertheless, Xfinity has given a credit for the over billing and waived the cancellation fee. Final bill has been paid. 
  Regards,
  
  ******* *********