Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

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

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time customer of ********************. Never been late. I signed a 2 year contract awhile back and they kept raising rates and blaming other issues for it. Now my bill went from $166 to $177 to now $192. They should be investigated for business practices and to keep bills lowered for people who have been with them a long time. No surprises. And to keep to a contract when it is signed.

  Business Response

  Date: 06/09/2025

  
  June 9,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ********
              , CO 80229
  
              Case Number:              23357176
              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 show that on May *******, Ms. ******** subscribed to a 24-month transitional promotion with a 12-month term agreement for ********** and Fast Internet. The promotional rates were effective from May 20, 2024 until May 22, 2025, and May 23, 2025 until May 22, 2026. Ms. ******** also received a 24-month service discount for xFi Complete (Wireless Gateway &Unlimited Data) effective from May 20, 2024 until May 22, 2026. On May 23, 2026, the standard retail rates would have applied. The term agreement expired on May 21, 2025. Additional service,equipment, taxes and fees were not included in the promotional rate and subject to change. Ms. ******** accepted these changes via text message.
  
  On May 21, 2025, I spoke with Ms. ******** regarding her billing related concerns. I provided a detailed billing explanation of her March, 18, 2025, April 18, 2025 and May 18, 2025 billing statements. During our conversation, Ms. ******** accepted a 60-month promotion for Connect More Internet and xFi Complete, effective until May 22, 2030. On May 23, 2030, the standard retail rate will apply. Ms. ******** will also receive a monthly two-product discount with her subscribing to **********. Additional services, equipment, taxes, and fees are not included in the package rate and are subject to change. This change was accepted via text message. The package change will reflect on the June 18, 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

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled senior looking to move from ******* mass to *****************; I have tried calling Xfinity/comcast to have my cable and internet moved to a new location, and to keep mobile service; they priced me an offer which I refused and went to cancel service and was sent to customer retention who offered my another $40 off my bill. When I called back an hour later they refused to give me this offer and I spent 4 hours calling back and speaking to retention specialist and then put on hold to start over again. Im disabled ad sick and this process has made me very sick and Id like them to not renegotiate on an offer that was given to me today and then reneged on in same day.I have tried reaching out to supervisors and retention specialist and have been put on hold and transfer to new people after an hour rehashing everything with representative. Please HELP!!!This is something that has happened repeated times with Xfinity.

  Business Response

  Date: 05/29/2025

  
  May 29, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:***** *****
  **********************************************
  *************
  
  Case Number:23357167
  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. ***** and confirmed he is currently subscribed to HD Select Triple Play retail rate, additional services, equipment, taxes and fees are not included.
  
  Mr. ***** is moving and wants to know what available promotions there are upon transferring his account to a new address. I informed him that he currently has a grandfathered account, he can transfer the services to his new address. However, all promotions are based on the location of the services and account eligibility.
  
  Mr. ***** inquired about the Xfinity Mobile promotion that provides a 12-month free phone service and 12-month discount on the residential service. I advised him the discounts are based on eligible promotions and requires a new Xfinity Mobile phone line, not an existing Xfinity Mobile line. Currently, Mr. ***** has not requested to transfer his services to a new address and no changes were made to the account. 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:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently closed my account with **********************. I was told by the customer support team at the time of me canceling services that the early termination fees were going to be waved due to the hassle they put me through (extended wait times etc). I close my account and return all equipment and Im told that Im good to go and I dont owe anything. About a month or so later I get a text from collections saying that I owe $179. I called customer support again and explained the situation and asked them how much do I owe? Im just looking for a straight forward answer because no one can give me one the first ***** tells me I owe nothing and actually have a credit of $2 and they were putting in a ticket to tell the collections agency to leave me alone essentially. While Im waiting for the ticket number I got disconnected from our chat, the next person tells me I owe $179 for early termination fees and while going back and forth with him I got disconnected again and then I spoke with a 3rd ***** who again told me I owe nothing. I specially asked okay so I owe you nothing? And they again confirmed I dont owe anything. Now about another month later I received a letter from xfinity stating I had a credit of $2 on my account and I thought I was finally done. Nope, I received another letter a couple days later stating I owed $179 again. At this point they are going to send me to collections and hurt my credit score when they cant even give me a definitive answer on my account balance. Each person gives you a different answer when you speak with them. I dont feel as though I should pay anything to anyone if they consistently tell me different answers.

  Customer Answer

  Date: 05/21/2025

  Xfinity reached out to me today and after 10 minutes of arguing they essentially stated sorry the early termination fee is valid, please pay it I asked why I should be punished for their teams inability to give me a straight answer and the false promises they gave that the termination fee would be waved and again like a robot i got sorry the early termination fees are valid, we will reach out to their leadership team to provide feedback the best she could do is a one time courtesy credit of $50 and that wasnt even offered upfront, only after arguing for a while. **** is paid, issue is resolved but horrible experience. 

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  *********************
  
  Re:       **** *******
  **********************************************************************
  
                Case Number:                    23357035
              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 Xfinity service.
  
  The digital consent was approved on August 9, 2024, via text message for Gigabit internet at a promotional rate (lower amount with a monthly self-service discount with ecobill (paperless billing) and autopay enrolled with a bank account) for 24 months effective August 10, 2024, expires August 9, 2026. The offer is subject to a 24-month term agreement effective August 10, 2024, expires August 10, 2026. The offer includes xFi Complete (includes modem/gateway rental and unlimited data)for 24 months effective August 10, 2024, expires August 9, 2026, and rolls off to retail rate or current rate after the promotion duration.
  
  The consent included information that the offer is subject to the terms of your 24-month term agreement; early termination fee applies. An early termination fee will apply if you disconnect your xfinity internet services, during the term of the agreement. The Early Termination Fee will not apply if you cancel within 30 days of installation, and it will decrease every month.
  
  The account was voluntarily disconnected on April 9, 2025. Prorate credits were applied on April 9, 2025,for services removed which include Gigabit and xFi Complete for the service period of April 9, 2025, to May 9, 2025. The credits were reflected on April ******, billing statement. An ETF (Early Termination Fee)was assessed on April 10, 2025, for disconnecting the services prior to the term agreement end date on August 10, 2026. The charge is valid. The charge was reflected on May 9, 2025, billing statement.
  
  A credit escalation was completed on May 12, 2025, the ending balance is a valid charge, including an Early Termination Fee (ETF). The *** credit will be provided if **** ******* reconnects service at any Xfinity location within 90 days of disconnection. Attempts to locate another active account to waive the charges were unsuccessful. No credit was applied; the credit request was denied.
  
  On May 21, 2025, I spoke with **** *******, regarding his billing concerns. **** ******* was made aware that the *** posted on April 10, 2025,is valid as the account was disconnected prior to the end of the term agreement on August 10, 2025. **** ******* was made aware that as per credit escalation, the credit was denied. **** ******* was made aware that ETF credit will be provided if he reconnects the service at any Xfinity location within 90 days of disconnection. **** ******* confirmed he already has a new service provider.
  
  **** ******* was made aware that we are unable to credit. However, I offered to provide one-time courtesy credit as a resolution. **** ******* accepted the credit as a final resolution. **** ******* was made aware that I applied a one-time courtesy credit on May 21, 2025. **** ******* was made aware that the final balance after the credit. The credit will reflect on June 9, 2025, billing statement. There is no additional credit warranted.
  
  A payment was posted on May 21, 2025. The payment will reflect on the June 9, 2025, billing statement. The account has a zero balance as of May 21, 2025. The account was not reported to credit and collections.
  
  I apologize for any inconvenience that may have been caused, while attempting to resolve this matter. I trust that this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations

  Customer Answer

  Date: 05/23/2025

  [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. Although they left out the parts where their team promised to wave the early termination fees without being able to deliver. Then when confronted about the false promises they made all they could say was the charges are valid, sorry. Poorly managed company. 
  
  Regards,
  
  **** *******
  
  

• 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.

  I setup an Xfinity Mobile order. I received a sim card in the mail - the card was sent March 12 I received it March 17th. I realized the cost to get out of my current phone plan would be too high so decided to cancel the order. To do so I had to go to a physical store the attendant was very helpful and told me he had to activate the sim card to cancel it. He said I would not be charged, I canceled on March 26. The return policy is I have 14 days to cancel/return no charge. I was charged 35$ for a service I never got. I disputed the charge with my bank they then increased the charge to 40$. I contacted support on May 20 they reduced the charge down to 25$, I paid 20$ of it. I should be refunded this money based on their policy and they are giving me the run around about it. When I try to view my bill I get an error message.

  Business Response

  Date: 06/10/2025

  
  June 10, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ********
              **********************************************************************
              ********, ********
  
                Case Number:                    23356996
              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 ***** ******** via telephone and email. Although I was unable to reach ***** ********, a review was completed on the account. Our records indicate on March 12, 2025, Bring your own device ****** services were established for a ******* Galaxy S23 Ultra, 512 GB Phantom Black under the unlimited data plan. Per Xfinity Mobile policy, customers on all price plans are charged a one-time line setup fee for each new phone line they activate (there is no activation charge for smartwatches).
  
  On March 26, 2025, the services were activated with mobile number ending in 8381 and the services were cancelled the same day. Even though ***** ******** deactivated the services, we still charged a Line set up fee and the prorated unlimited fee for data. This was a valid charge as the services were established online by the customer.
  
  On May 10, 2025, a payment was made for the April 20, 2025, billing statement. This was a valid charge for the services established. On May 16, 2025, the payment was disputed with the bank.
  
  We rebilled Ms. ******** for the charge disputed with the bank. On May 20, 2025, a courtesy credit was applied to the account and the remaining balance was paid. On May 21, 2025, the payment was refunded as a courtesy.
  
  On May 31, 2025, I issued a courtesy credit to remove the May 20, 2025, statement which was a late fee.
  
  I confirmed that on May *******, ***** ******** contacted Xfinity and spoke with a specialist about the bill. Per the notations on the account, the representative explained the billing cycle and charges, informed ***** ******** about a one-time setup fee and prorated charges and offered to apply credits to their account since they had not activated the line. A courtesy credit was issued successfully, leaving ***** ******** with a one-time charge to pay.
  
  Due to ***** ******** no longer having Xfinity Mobile services, access to the mobile account was ceased.***** ******** does not owe a bill to Xfinity Mobile.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions

• Initial Complaint

  Date:05/20/2025

  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.

  Comcast/Xfinity charged me $1,344.28 over 18 months for services that were never active. The account they were billing was not properly linked to my online Xfinity account, and I had no access to manage or stop auto-pay.I only discovered the full extent of these charges after reviewing bank statements. Xfinity acknowledged the issue and offered a partial refund. When I declined that offer as insufficient and requested a full refund, they closed my case and said they could not assist further.This is an instance of unauthorized billing and denial of fair resolution. I am seeking a full refund for all unauthorized charges.

  Business Response

  Date: 06/09/2025

  June 9,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *****
              *********************
              ********* ** 95121
  
                  Case Number:                      23356871
                  Date of Notice:             May 20,2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ***** regarding Xfinity service.
  
  I made several attempts to contact Ms. ***** by phone and email, however, my attempts were unsuccessful. Although unsuccessful in speaking with Ms. ******* a review of the ********************** account was completed.
  
  On September 17, 2023, Ms. ***** ordered one line of ********************** service with the ************** option and the use of a customer owned device. An eSIM was issued electronically at time of order.
  
  ********************** billing begins at activation or seven days from the date the eSIM is issued. Billing for Ms.****** ********************** account ending ***** began September 24, 2023,accordingly. Billing continued until services were disconnected at Ms. ****** request on May 20, 2025.
  
  ********************** requires a valid payment method on file and automatic payments as a term of service. This information is part of the ********************** Customer Agreement accepted at time of purchase. A review of the ********************** account reflects it was accurately billed for approved subscriptions.
  
  On May 20, 2025, Ms. ***** worked with a supervisor who disconnected service and offered a refund for the last four payments, in keeping with Xfinitys 120-day billing dispute policies;however, Ms. ***** declined the offer, and no refunds were issued.
  
  The ********************** account ending ***** is associated with the previous Xfinity residential account ending -*************************** self-service may only be accessed with the primary Xfinity ID and password associated with the residential account. Ms. ****** current Xfinity residential account ending 2788 is not associated with the mobile account ending 3931, resulting in the Looks like youre not an ********************** customer notification.
  
  To fully address Ms. ****** concerns, contact is necessary. I apologize for any inconvenience that may have been experienced 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 *****************************-2775.
  
  Sincerely,
  
  
  *** *.
  ********************** Executive Resolutions.
  
  

• 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.

  I am writing to file a formal complaint regarding a frustrating and unresolved experience with Xfinity starting in early February 2025.On or around February 10, I contacted Xfinity to cancel our TV and internet service due to high monthly costs. I was transferred to a representative who offered a reduced rate if we ported our mobile phone numbers over. He also promised wed receive a comparable TV package to our existing top-tier service. I explained we needed channels suitable for our 5-year-old son and 16-year-old daughter, as well as Lifetime, true crime, and sports channels. He assured us this would be no problem and advised placing the account under my wife's name to qualify as new customers. We scheduled an installation for February 12.Meanwhile, I began the phone porting process. One line transferred successfully, but then I was told only two lines could be ported, leaving me without a working phone for hours. Frustrated, I canceled the mobile transfer.Despite this, the technician arrived on February 12 to install service. After he left, I found we had only a basic sports packageno kids shows, Lifetime, or true crime channels as promised. I canceled service immediately.The next day, I returned all equipment and explained the situation in-store. A representative confirmed I had over $180 in credits and would receive a **********, I am being contacted by collections claiming I owe $160. This is unacceptable. I canceled immediately, returned all equipment, and was told ** receive a refundnot be billed. I am disputing the amount they say I owe - $160.00 and asking for them to refund me what they owe me - $180.00. The total amount being disputed is $340.00.

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ********
  
  , AZ 85737
  
  Case Number:23356820
  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.
  
  I made several attempts to contact Mr. ******** via telephone and email. Although I was unable to reach Mr. ********* a review was completed on the account. 
  
  In regard to the old account, the January 28, *********************************************************** addition to current charges. A partial payment was received on February 3, 2025. An order was created on February 8, 2025, to disconnect the account which, completed on February 12, 2025. 
  
  A billing statement generated on February 13, 2025, that included a balance forward amount from the January 28, 202, billing statement. The statement also included prorated credits for services charges from February 12, 2025, through March 2, 2025. 
  
  The last piece of equipment was removed from the account on February 13, 2025. There is no record of any Xfinity Store representative accessing the account on or around February 13, 2025, and there is no record to indicate that Mr. ******** was informed that he had credits and would be receiving a refund on his previous account. The account was charged off on April 14, 2025, for the outstanding balance. 
  
  In regard to the new account, Mr. ******** accepted an order on February 8, 2025, for the Sports & ******** it includes Limited Basic, Sports & News, Peacock Premium , Streampix, HD Programming, 300 Hours of ************ Xfinity Voice Premier, and a 12 month promotion for Connect More Internet effective from February 12, 2025 through February 11, 2026. 
  
  A billing statement generated on February 12, 2025, for service from February 12, 2025 through March 11, 2025. The billing statement also included a one-time installation fee. 
  
  On February 12, 2025, an order to disconnect the cable and phone service was created, the order was completed on February 12, 2025. Mr. ******** accepted a 12 month promotion on February 12, 2025, for Gigabit Extra Internet effective from February 12, 2025 through February 11, 2026. Mr. ******** also accepted a free 12 month promotion for *** Complete effective February 12, 2025 through February 11, 2026. An autopay and paperless billing discount is included.
  
  An order to disconnect order was created on February 26, 2025, with a stop bill date of February 28, 2025. The disconnect order completed on March 8, 2025.
  
  On March 3, 2025, a payment was applied to the account. A billing statement generated on March 7, 2025, covering service charges from March 12, 2025 through April 11, 2025. The March 7, 2025 billing statement included a prorated credit for the services from February 12, 2025, through March 11, 2025, resulting in a credit balance. 
  
  After the disconnect order completed, an updated billing statement generated on March 8, 2025, with a credit balance. The March 8, 2025 billing statement included the credit balance from the March 7, 2025 billing statement. It also included a prorated credit for the services from February 28, 2025, through April 11, 2025. On March 21, 2025, a refund was issued back to the payment method we have on file. 
  
  A credit was applied to the account on April 3, 2025, for loss of service. The credit reflected on the April 8, 2025 billing statement. A refund was processed back to the payment method that we have on file on April 4, 2025. 
  
  On April 16, 2025, the April 4, 2025 refund was reversed because a payment was reversed. There is currently no balance on the account. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Xfinity customer for over 13 years and when a not expectant charge was discovered on my billing statement, I reached out to the provider to dispute. The advised multiple things that were ordered on my behalf, which were totally false and not provided to my household. When dispute attempted and services requested to cancel, the representative continued to repeat the same introductory phrase over and over. Even after explaining, services were no longer required. I even attempted to cancel online and have screen shots where the representative would send a link to cancel that only took me to an additional chat.

  Business Response

  Date: 05/30/2025

  
  May 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** Thornton 
  MS 39443
  
  Case Number:23356600
  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 21, 2025, I spoke with Ms. ******** regarding a billing concern. Our records indicate that on April 26, 2025, a disconnection order was submitted to be completed on May 26, 2025. On May 21, 2025, I completed the disconnection order with a stop billing date of April 26, 2025. On May 21, 2025, three unreturned equipment fees were applied for two wireless gateways and a Streaming Box. The disconnection and unreturned equipment fees were reflected on the May 21, 2025 billing statement. 
  
  On May 23, 2025, as a courtesy, the unreturned Streaming Box and a wireless gateway were removed from the account, and the unreturned equipment fees applied on May 21, 2025, were reversed. On May 26, 2025, a billing adjustment was applied. On May 27, 2025, two billing adjustments were applied. On May 29, 2025, as a courtesy, the remaining wireless gateway was removed from the account, and the unreturned equipment fee applied on May 21, 2025, was reversed. On May 29, 2025, credits totaling six months each were applied for the Subscription Video on ****** services Stingray Karaoke, Flix Fling, Zen Life, and Music Relax, leaving a balance due. 
  
  The credits and updated balance will be reflected on the June 21, 2025 billing statement. Proof of payment is necessary to clear the remaining balance. My attempts to follow up with Ms. ******** have been unsuccessful. On May 30, 2025, a resolution email was sent to Ms. ********* 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.

  I've had my one and only email with Comcast for over 25 years. I recently stopped my service with them. I was assured I could keep my email. Well today its gone. I cannot access it. I cannot access my address book. 25yrs of contacts GONE! Saved critical info GONE! This is extortion to get you to keep your account! DO NOT USE ********************** EMAIL unless you plan to stay for life!

  Business Response

  Date: 05/27/2025

  
  May 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      ***** ********
  ***********************************************************************
  
                  Case Number:                      23356422
              Date of Notice:             May 20, 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 21, 2025, the service issue was corrected by our *************************** team who was able to perform a force resync to ***** Rabideaus email address.On May 22, 2025, I spoke with ***** ********, and she confirmed she can stay signed in and working properly. 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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a second time for cell phone service that I canceled in December. They say it for late fees that added up January until now. But I didnt have service with them at that time. I also sent them the phone back. And I cannot even get anyone on the phone without threatening to cancel my other services. Once I get them on the phone its like pulling teeth and they refuse to put a supervisor on the phone. Someone was supposed to call me back on Friday the 16th and they havent called me.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:        Join *****
                ***********************************************
                ******************
  
  Case Number:                 
                  Date of Notice:          May 20, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Join ***** regarding Xfinity Mobile service.
  
  On May 28, 2025, I spoke with Mr. ***** regarding his Xfinity Mobile concern. On December 19, 2024, Mr. ***** canceled Xfinity Mobile service on the ******** ************ The final bill reflecting service charges was November 26, 2024 through December 25, 2024. The ******** *********** was returned to warehouse on April 19, 2025. On April *******, three courtesy refunds were applied; however, the refunds were applied incorrectly, causing an increased charge on May 16, 2025.
  
  An immediate charge for the remaining balance on the said device appeared April 16, 2025, followed by a bill of March 26, 2025 through April 25, 2025, reflecting three late payment fees for the October 26, 2025 through November 25, 2025, and November 26, 2025 through December 25, 2025, billing cycles. On May 16, 2025, a partial refund applied. On May 28, 2025, I applied a refund equal to the remaining total charged on May 16, 2025, minus the said refund. On May 28, 2025, the refund was offset by two credits, equal to the total refund amount. The account is now closed with no monies due. I apologized for any inconvenience this may have 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 Executive Resolutions

• Initial Complaint

  Date:05/20/2025

  Type:Delivery 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.

  On 5/19/25 I received an email from Xfinity/Comcast that said and evaluation has been completed and I am eligible for a WiFi Extender at no extrra cost. But when I go to claim the extender I am told that I am not eligible. Is this not false or misleading advertising? When I tried to claim, it said I was not eligible but I could buy one. I did a live chat with Ankit, Deepa who said they could give me a discount on my service, then I got transferred to Kirin and then I was disconnted by Xfinity. So I never received a response a good response from them regarding why the email said I was eligible then I was not elgible and could buy one.

  Business Response

  Date: 06/09/2025

  
  June 9,2025
  
  
  Better Business Bureau
  *****************************************************
  **********************
  
  Re:       ******** ******
  ***************
  ********************
  
  Case Number:              23355991
  Date of Notice:             May 20, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted by ******** ******.
  
  On May 19, 2025, ******** ****** received an e-mail to receive one free Wi-Fi Extender as a result of a Home Wi-Fi Evaluation. Due to an unknown error, ******** ****** received a message preventing her from placing the order.
  
  On May 27, 2025, ******** ****** was successful in placing the order for the free Wi-Fi Extender. On June 2, 2025, the Wi-Fi Extender was delivered.
  
  Should you have any questions, please feel free to contact me.
  
  Sincerely,
  
  
  Alexa O.
  Regulatory Compliance Team
  **************

  Customer Answer

  Date: 06/11/2025

  [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,
  
  ******** ******