Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

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  Comcast, Inc.

  91 N Saginaw St Pontiac, MI 48342-2165

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  Comcast, Inc.

  23000 Eureka Rd Taylor, MI 48180-6039

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: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 attempted to reformat my bundled plan with Xfinity in ********, they offered a phone line and an upgrade to a ****** pixel 8, which I accepted. I then found out the plan would not save me money, so I returned the phone and cancelled the mobile services. I was then called 6-8 months later in 2024 by a debt collection agency regarding the ****** pixel 8 I had returned. They confirmed it had been returned, and told me the issue would be resolved. Today 5/20/2025 I received a call from a second debt collector who informed me that although they had a record of me returning the phone in question I still had to pay for the phone. They are now attempting to collect 846$ of the phone, despite me returning it within a few days of being given it, contrary to what I was told.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *********
              *******************
              ********, OR 97206
  
                  Case Number:                                      23355884
                  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 Mobile service.
  
  On May 3, 2024, **** ********* purchased a ******** *********** to be activated on a 1GB shared data plan. The device was delivered on May 8, 2024, and activated May 11, 2024. On May 11, 2024, **** ********* returned the ******** *********** and was charged a restocking fee.
  
  On May 11, 2024, **** ********* purchased a ****** Pixel 8 to be activated on an Unlimited plan. The device was purchased in a retail store. On June 10, 2024, **** ********* was provided with a bill. Xfinity Mobile did not recieve a payment to settle the account balance. On July 10, 2024, **** ********* was provided a bill, which included a past due balance. Xfinity Mobile did not recieve a payment to settle the account balance. On July 16, 2024, the remaining device balance for the ****** Pixel 8 was accelerated to statement provided on August 10, 2024, and the account was disconnected for nonpayment.
  
  On August 10, 2024, **** ********* was provided another bill, which included the past due balance and the remaining device balance. On August 10, 2024, the account was written ************************ records confirm the ****** Pixel 8 was not returned to Xfinity Mobile.Xfinity Mobile has a 14-day satisfaction guarantee, allowing customers to return their devices and cancel service for a full refund within 14 days of the shipping date or retail purchase date. As the return period has elapsed the device can no longer be returned, and the charges are valid. On May 29, 2025, I contacted **** ********* and explained the above information. **** ********* Xfinity Mobile account is currently in collections. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ***** *.
  Xfinity Mobile Specialist, Tier 2

• 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.

  Complaint Summary:Deceptive Business Practices and Misleading Sales Tactics by Xfinity Complaint Details:On May 17, 2025, I visited an Xfinity store with the intention of exploring mobile phone service options, including the possibility of financing a phone. After speaking with a sales representative, I was informed that in order to be eligible for Xfinity Mobile, I needed to have Xfinity internet service at my residence.Because my address had never previously had Xfinity service, I agreed to sign up for internet installation, created an account, and scheduled a technician visit. I was led to believe that obtaining Xfinity internet was a necessary step to qualify for mobile service.Once the internet appointment was scheduled and my account created, I proceeded to provide my identification and Social Security number so my credit could be checked. At that point, I was informed that I would not be eligible to finance a mobile phone and would instead be required to purchase one outright.This was shocking and disappointing. I had just signed up for a new internet service under the impression that it was a prerequisite for qualifying for Xfinity Mobile and its phone financing options. At no point was I told upfront that I might still be denied the ability to finance a phone even after subscribing to internet service.I believe this experience was deceptive and unethical. I was induced into signing up for a service based on misleading information. This is not only unfair and misleadingit may also violate consumer protection laws against deceptive business practices, including provisions under the ************************ Act.Thank you for your attention to this matter.

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***********
  **************************************************************************
  
  Case Number:23355777
  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 Cionja West regarding Xfinity Mobile service.
  
  On May *******, I spoke with Ms. **** regarding her Xfinity Mobile concern(s). Our records confirm that Ms. **** is not enrolled with Xfinity Mobile. Ms. **** was found ineligible for a payment plan; therefore, when purchasing a new device, Ms. **** would have to pay for the device in full upfront. We explained the device payment plan credit allotment was not guaranteed with service and is outlined in terms of service and marketing. On May 21, 2025, Ms. **** declined to purchase an Xfinity Mobile device. 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,
  
  
  ******* L 
  Xfinity Mobile Regulatory Specialist
  
  

• 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.

  I cancelled my service and was charged an early termination fee of $190. This seems to be an astronomical amount. When I called to inquire about the charge, the representative was sarcastic and unprofessional.

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ******
  , MI 48211
  
  Case Number:23355679
  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 ****** ****** via telephone and email. Although I was unable to reach ****** ******, a review was completed on the account. Our records indicate on October 11, 2024, the account was enrolled into a 24-month contractual agreement for the Gigabit X2 ************** at a discounted monthly rate effective from October 11, 2024, through October 11, 2026. In addition, on October 11, 2024, a 24-month free promotion for the xFi ***************** which includes the wireless modem and unlimited data, was added to the account, effective October 11, 2024 through October 31, 2026. The promotional rates did not include additional equipment, taxes, or applicable fees and standard retail rates were to apply at the conclusion of the promotional periods. Due to the account being enrolled into paperless billing and automatic payments via a checking account, the account received a monthly self-service discount. If either paperless billing or automatic payments were subsequently canceled the monthly discount would have been removed automatically.
  
  On March 20, 2025, the account was disconnected at ****** Jordans request. On March 20, 2025, the account generated a balance which included prorated credit for services from March 20, 2025 through March 31, 2025 due to the disconnection, the remaining installments (3 thru 12) from the installment payment plan arrangement received on March 20, 2025, and a onetime prorated credit for taxes and fees. The balance owed appeared on the March 20, 2025 billing statement. On March 21, 2025, an early termination fee was applied to the account due to the Gigabit X2 **************s being terminated before the contract end date of October 11, 2025. 
  
  On April 19, 2025, a payment was received and applied to the account through automatic payment covering the cost of the March 20, 2025 statement balance. After the payment was received, the account reflected a remaining balance owed as of April 19, 2025, for the early termination fee received on March 21, 2025. This balance appeared on the April 20, 2025 billing statement. On April 21, 2025, the account was unsubscribed from automatic payments at which time ****** Jordans checking account information was removed from the account.
  
  On May 2, 2025, the payment received on April 19, 2025 was returned, resulting in the payment amount being reapplied to the balance as well as a returned payment fee applying to the account on May 2, 2025. On May 20, 2025, a partial payment was received and applied to the account, leaving a remaining balance owed. The payment received on May 20, 2025, along with the remaining final balance, appeared on the final billing statement dated May 20, 2025.
  
  Based on the results of the account review, the account has been billed accurately for services. The final balance, including the early termination fee received on March 21, 2025, is valid and must be paid in full. Contact with ****** ****** is required in order to address any remaining concerns. I apologize for any inconvenience 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 **************.
  
  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 am filing a formal complaint against Xfinity Mobile (Comcast Communications) for deceptive business practices, breach of contract, and failure to honor a confirmed promotional agreement.On May 18, 2025, I was explicitly promised by an Xfinity agent named Rohit, via live chat, that I would receive a $2,500 prepaid Mastercard gift card via email within the hour. This was in response to a confirmed internal miscommunication and was documented under Ticket #ECM0013903402. Agent Rohit stated (verbatim):Good news! ****, they are ready to send the card to you today, as promised by the previous agents.Yes! You will receive the email within an hour it will come through today.This is beyond the rules and regulations, but as you were promised, that's the reason they have decided to send the card to your email today.$2,500 prepaid card.Nothing else you have to do or say.Since that day, I have:Spoken to over 30 agents and supervisors Spent over 13 hours in chat and phone calls Been disconnected, hung up on, and transferred repeatedly Received contradictory explanations, stalling, and false timelines Watched Xfinity fail to deliver on the repeated and documented promise All requirements for the promotion were met: I activated service, ported my numbers, and sent in my trade-in devices as instructed. Xfinity has confirmed receipt of those devices. Despite this, the company continues to stall without delivering the promised ******* addition to the time wasted, I am now financially impacted because the promised gift card was intended to pay off the phones I traded in. I have saved screenshots, chat transcripts, and documentation of every interaction.I am seeking the immediate fulfillment of the promised $2,500 prepaid card and a written confirmation that this case is closed. If this is not resolved promptly, I am prepared to escalate this further through legal channels and other consumer protection bodies.

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       **** ***
              *******************************
              *****, UT 84321
  
                  Case Number:                      23355512
              Date of Notice:             May 20, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ***.
  
  On April 14, 2025, **** *** purchased an Apple iPhone 16 Pro Max, IMEI ending 2379 and an Apple iPhone 16 Pro, IMEI ending 4424. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a prepaid card for the amount they currently owe on their trade-in device(s), up to a maximum amount per device, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new line of Xfinity Mobile service, port their number over to Xfinity Mobile from a participating carrier and provide the pay-off balance of the device by uploading their statement from a prior carrier through the Xfinity Mobile online portal.
  
  **** *** did not satisfy the promotional requirements because the pay-off balances of the devices and the statement from a prior carrier were not uploaded to the Xfinity Mobile online portal.
  
  Additionally at that time,Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  **** *** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  On May 21, 2025, an Xfinity Mobile Executive Customer Relations Specialist, called **** *** and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  
  
  
  
  
  Sincerely,
  
  
  ***** *.
  XM Executive Resolutions
  *******************************
  
  

  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: 23355512
  
  I am rejecting this response because: when I talked to the xfinity.mobile agent the very first time it was never explained to me that I needed to provide a statement from the previous phone carrier. I was only told that xfinity needed the phone I'd numbers and I would receive 2 -$500 gift cards in the following days. I asked multiple times to different agents if I needed to do anything else. I was never informed about the payoff statement until about the time they Siad the promotion woukd expire. Had I know about submitting the previous balance, I would have. This was just the first in many ways xfinity mobile has miscommunicated, broken promises, and have made switching to them one of the worst business experiences I have had.  They expect customers to pay their bills each month, but when they have responsibilities they don't keep, they just claim that it wasn't their fault and ignore the customer. I still don't expect ******************** to take responsibility and fulfill their promises they have made. I will not be left on the hook to pay my previous carrier the payoff amount of my phones when xfinity promised they would send me the gift cards, plus compensation they promised, to do so.  Offering me a credit to my account does not take care of the amiunt owed to tmobile for my old devices and I do not have the money to do so.  The whole reason I switched to xfinity ws to save money and receive the promotions they promised. 

  I have talked to over 52 agents, been transferred, hung up on, lied to, have had my phone and internet service cut off over 15 times when trying to resolve this issue and they made all outgoing  calls from my phone and my son's phone call in directly to their call center, which made it unsafe for my son in case he needed help or had an emergency.   
  I am only seeking what xfinity has promised me multiple times. A $2500 gif card to pay off my old phones and compensation for over 20 hours of time wasted online and on the phone trying to resolve this issue. 
  
  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 recently realized that I have been paying Comcast business for 3 phone lines that have not worked in over 8 months (@$60 per month) as well as television service (@$125 per month) that I never requested or used in more than 3 years. When I contacted Comcast they offered nothing in return. They promised a call back that same day and no one called. I called back the next day. No apology was given. I cancelled my service and returned their equipment. Now they want to charge me $520 for another month of "service" due to a notice policy.

  Business Response

  Date: 06/10/2025

  
  June 10, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* ******
              *****************************************************
              ********, GA 30064
  
              Case Number:                      23355490
              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 ******* ******.
  
  On February 7, 2023, ******* ****** signed a 24-month agreement for the Data, Voice, Secure Package. Mr. ****** requested the disconnection of the account on May 20, 2025, and the disconnection form was sent to the primary email on the account. ********************** requires 30 days of notice prior to disconnection, as detailed in Article 5.1 of the Terms and Conditions (******************************************************************************) and page 5 of the service order agreement. 
  
  As a courtesy, the 30-day notice requirement to disconnect services has been waived. On May 29, 2025, we received the signed Voluntary Disconnect Request form from ********* and scheduled a disconnection of service effective May 29, 2025, as requested.
  
  Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ***** X
  Executive Business Account Manager

• 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 am submitting this complaint against Xfinity due to ongoing internet outages in ZIP code *****. Despite their advertised *****% uptime, I lose connection at least once a week, sometimes more. Outages vary in length and often happen without warning.I work from home and rely on a stable connection for meetings, remote access, and secure file transfers. These disruptions have affected my job performance and caused unnecessary stress.Ive contacted Xfinity support several times, but responses are vagueblaming maintenance or reporting no known issues. The problem persists with no resolution or *************** requesting a full investigation into service reliability in my area, accurate uptime reporting, and billing adjustments for unreliable service.

  Business Response

  Date: 05/30/2025

  
  May 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
              *************************
              ********, GA 30126
  
                  Case Number:                      23355475
              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 22, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by repairing a melted cable line and ground block. The appointment scheduled for May 23, 2025, was cancelled as the issue was resolved. On May 30, 2025, I spoke with Mr. ****** and verified that services are working correctly.
  
  On May 30, 2025, I applied a credit for the intermittent service issues. This credit will reflect on the June 13, 2025, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *** S.
  Executive Customer Relations
  

• Initial Complaint

  Date:05/20/2025

  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.

  Sunday, May ******* I called Xfinity to add on Paramount plus Showtime which cost $12 I told the representative that I didnt want another changes. He assured me that it would not be. I was paying $154 a month for ********** Kids and Family and ***************** package. He said my bill would be $157, I said that dont make sense. I dont want ANYTHING REMOVED!from what I have already. He said it wont be. Monday I didnt have my Friends and Family package. I called back was on the phone over 1 hour and 50 minutes talking to a representative and her supervisor. Which assured me again that she would get everything back but I would have to pay $174 cause one of my original promotions was not available anymore. AGAIN I DIDNT CHANGE ANYTHING THE REPRESENTATIVE DID. I said okay Ill pay $174. So I woke up on Tuesday the 20th and my Entertainment package was gone. I called again I was told they would add it back on and I would have to pay $194 a month. I spoke to a representative name *** and she spoke to her supervisor name ******. Im trying to explain that when they text me the email it only shows the add on that I am adding. It doesnt show what I have on my plan already. But when they send me the invoice it shows what was removed thats all after the fact. But Nothing should have been removed Ever! Just one add on and thats Paramount plus Showtime for $12. My bill was only $154 for ********** Kids and Family and the Entertainment package. Thanks

  Business Response

  Date: 05/28/2025

  
  May 28, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** ****
  ***************************************************************************
  
                  Case Number:                      23355411
              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.
  
  Our records indicate that ***** **** had accepted a 12-month promotional agreement for our ***************** and Connect Internet on January 26, 2025, providing the services at a rate, which included a contract discount and multi-product discount. The contract discount was valid from January 26, 2025, until February 14, 2026, after which time it would have expired and been removed from the account. The agreement was valid from January 26, 2025, until January 26, 2026. ***** **** also had the channel packages of Entertainment and Kids & Family added, at regular retail rates.
  
  On May 18, 2025, ***** **** accepted a new 12-month promotional agreement with an agent for the ***************** and Connect Internet. The services were at a rate, which included a contract discount and multi-product discount. The contract discount was valid from May 18, 2025, until June 14, 2026, after which time it would have expired and been removed from the account. The agreement was valid from May 18, 2025, until May 18, 2026. Within this order, the Kids &Family channel package was removed, and Paramount+ with Showtime was added, at a regular retail rate.
  
  On May 19, 2025, ***** **** spoke with an agent and accepted a change of service that removed the Connect Internet and Entertainment channel package and added the Connect More Internet and Kids & Family channel package, both at regular retail rates. On May 21, 2025, I spoke with ***** **** and confirmed the above information with her.
  
  On May 22, 2025, ***** **** accepted a 12-month promotion for our Connect Internet at a rate, which includes a promotional discount. ***** **** is also being provided with a leased gateway at no charge, with an associated discount. The discounts are valid from May 22, 2025,until June 14, 2026, after which time they will expire and be removed from the account. The order also included adding the Entertainment channel package back onto the account, and remaining subscribed to our *****************, Kids &Family and Paramount+ with ********, all at retail rates. 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: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 attempted to get Xfinity Mobile service to my existing phone. The phone would never port and was such a problem that I asked them to discontinue service. They kept my credit card on file and I had to call several times to get credit back for services I never received. This month I was charged $2.08 on May 2 for Xfinity mobile services again. They claim they have no record of this but when I pull up my account it shows it and also my bank account shows it. This is not a lot of money but the fact that I was charged at all makes me furious because I asked that my credit card be removed. I wonder how many others this has happened to and I should not have to pay anything for services I never received. Calling them is almost impossible and they claim to have no record but I can clearly see the charge on my account plus my bank account.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:****** ********
  ******************************************************************************************
  
  Case Number:23355040
  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.
  
  I made several attempts to contact ****** ******** to discuss the concerns. Although I was unable to reach ****** ********, a review was completed on the account. On March *******, ****** ******** ordered one line of ************** with a Bring Your Own Device (BYOD), and one smartwatch line with a BYOD Apple Watch Series. On March 18, 2025, ****** ******** cancelled both lines of service. Xfinity Mobile billing cycles starts the first day the device is activated or seven days after the device or SIM card ships, whichever comes first. Accordingly, since the device was not activated within the first seven days, the billing started effective March 18, 2025, but was cancelled on the same day. ****** ******** was charged for the billing cycle of March 12, 2025 - April 11, 2025. On April 12, 2025, a partial credit for the balance was applied as a courtesy. 
  
  On May 2, 2025, a payment was processed for the remaining balance for the March 12, 2025 - April 11, 2025 billing cycle. On May 27, 2025, a refund was processed to the card on file for the payment, and a credit was applied to the account to offset the refund. The account is closed as of March 28, 2025, with no monies due and no future billing. I apologize for any inconvenience experienced 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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

• 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.

  Good evening:I have been having sever problems with my internet services, poor speed and connectivity. Our outstanding field services team have certainly visited my home for the past five weeks in an attempt to improve my services. (***** Line Technician, ****-Supervisor and I am very appreciative of their efforts).The speed from the pole to my home has been intermittent been, due to my home being at the end of the node for connectivity and to include water on the line, bridge tap filters and damage to the line from my house to the pole. The customer services team member Ms. **** in the billing department wanted to offer pods for better connectivity, then I was told that it would be an additional charge for better connectivity inside my ******* I tested the speed today during this communications, the download speed is 80.2 Mbps Download speed, and 48.8 Mbps Upload speeds.I called today to inquire about this email communications that I received on May 9, stating Great New! Your Xfinity Internet just got fasterWe appreciate you for being a loyal customer, so we are increasing your ******************** speed from 1.2 Gbps to 2.1 Gbps for your services at ****************************************** dont need to do anything to receive this faster service.After being on the phone for over 1 hour today, I finally asked to speak with *********************** I was informed that this email message was not valid, and in order to receive this service, an additional cost should need to be incurred by myself.Why was this erroneous email sent to me to offer services, and stating that I am such a Loyal Customer for the past 10 years, as if they wanted to help me, only to find out that it is a hokes from Comcast Xfinity servicesMy services have been terrible to say the least.I am so tired of being abused and taken advantage of by this organization and over charged for substandard services, with no Quality of Service standards.Sincerely,****** V. ******* Retired Veteran

  Business Response

  Date: 06/06/2025

   
  June 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** V *******
  ********************
  *****************
  
  Case Number:23345252
  Date of Notice:May 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******* regarding Xfinity service. 
  
  An appointment was previously completed on April 26, 2025 at which time the technician replaced internal wiring. On May 3, 2025, a multi-dwelling post wire appointment was completed. On May 10, 2025, an appointment was completed at which time the technician replaced the modem. The account was billed a professional installation fee for the completed appointment. On May 31, 2025, an appointment was completed at which time the technician replaced the outside connector and drop. The signal levels to the equipment reflect as being within the appropriate specifications. 
  
  On May 17, 2025, a credit was applied for the professional installation fee received on May 10, 2025. A credit for one month of service charges was applied to the account on June 4, 2025. The credits will be reflected on the June 14, 2025 billing statement. On June 4, 2025, I spoke with ****** ******* who confirmed the service is working correctly. 
  
  Our records do reflect marketing emails were sent to ****** ******* offering to upgrade the internet service to a higher speed. No changes have been made to the account at this time. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations 
  **************
  
  

  Customer Answer

  Date: 06/08/2025

  [Good afternoon Ms. ****** C, and I sincerely appreciate your efforts and assistance.

  My TV services and internet has improved significantly, however over the weekend, I still noticed a small amout of buffering, and delay. You can tell when the person on the evening news, when the broadcasters words, are not in sync with what they are actually saying...2-3 second delay, which can be quite annoying. In addition, since you guys are not willing to honor the "Free Upgrade" message that was sent for me being such a Loyal Customer, I had asked previously to be removed from all "Marketing Emails", and this certainly would be a violation.  Nevertheless,  Please ?? remove me again from all Comcast/Xfinity marketing material, which appears to be "False Advertising" and certainly not in Good Faith.

  I sincerely appreciate your continued support, but I feel that I am owed more than just an apology.  In addition, my account had been credited,  because I was overcharged for a technician installation of a service of a  Storm Ready box that was never received, as I was told that this would not help to increase my internet speeds,  but only offer temporary service up to 5 hours in the advent of an emergency power outage.

  Please credit my account for the past 90 days of poor Services, not honoring your "Loyalty Customer" bogus campaigns marketing email, and troubled damages, of having to swap out my modems-3 times, which meant needing to reprogram all of my ****** IP cameras, hardwired cameras, and other devices...3 times...Thank You...****** V. *******...************ 

   Complaint: 23345252
  
  I am rejecting this response because of the following listed above...
  
  Regards,

  ****** V *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/17/2025

  Tell us why herJune 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** V *******
              **********************************
              *******, ** 48219
  
                Case Number:                    23345252
              Date of Notice:             May 28, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** V ******* regarding Xfinity service.
  
  On May 31, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a connector outside the home and the drop line at the location. On June 13, 2025, I spoke with Mr.****** ******* and advised that his account will be placed on device watchlist for 30 days beginning June 13, 2025, through July 12, 2025. The account did not have Wi-Fi Home Ready Devices. There is no credit that is warranted or due as the account cannot be refunded or credited for a device never obtained or a fee charged.
  
  An appointment was completed on May 10, 2025, as bad equipment (service fee assessed) which should have resulted in no charge. On May 17, 2025, a credit was applied to the account to cover the charge. The credit reflects on the June 14, 2025, billing statement. Xfinity records confirm although the offer to upgrade from Gigabit 1.2 GBPS to 2.1 GBPS is a valid offer the promotion was no longer eligible for the account ending in 3056 due to the downgrade of services. The system did not recognize the downgrade of services as it can take 30 days or 1-2 billing cycle to reflect on the back end. On May 2, 2025, a downgrade of services was applied to the account. Services were downgraded from Gigabit Extra to Gigabit Internet. Mr. ****** currently subscribe to a 24-month promotional agreement for 2-product Simple and Easy package. Services include Gigabit Internet, and ********** at a discounted rate each month effective May 2, 2025, through May 27, 2027. Xfi-Complete at a discounted rate per month effective May 2, 2025,through May 27, 2027. The retail pricing will reflect thereafter. Additional charges include 2 outlets occupied by 2 X1 boxes billed monthly. The agreement is effective from May 2, 2025, through May 1, 2027. The consent is on file via text message.
  
  On June 4, 2025, I applied a credit to cover a month of services charged to the account. The credit reflects on the June 14, 2025, billing statement. 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 a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  e...

• Initial Complaint

  Date:05/20/2025

  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 have used Xfinity for the last couple of years and they continue to mischarge my account and quote that the promotional rate is over and they can basically charge me whatever rate they want. I have had this issue multiple times then they have my bank account and just directly charge me without any consent. I would use another service if one was even available in my area. It's stealing and I have other friends in my area that have experienced the same issues. I was on the phone for over 45 minutes trying to get a live agent to explain why I am getting over charged. I'll go back in the store directly to express how many issues I've had with this company and they over charge customers CONSTANTLY and should not be able to get away with it. I understand getting the **************************************************************************************************************************************** their policy. Feel free to reach out to me for more details and I am happy to jump on a call with their complaints department to explain what has been occurring for years now. They do to not just me. I paid $83.66 on 5/20/25

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:     **** ******
            *****************************
            ******, CO 80204
  
            Case Number:     23354981
            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 Mr. **** ****** regarding Xfinity service.
  
  On May 21, 2025, I spoke with Mr. ****** and confirmed the account is subscribed to a 12-month promotional offer for Connect More. The promotional billing is valid from March 19, 2025, to March 20, 2026. The account is eligible for a monthly discount while enrolled in paperless billing and automatic payment. 
  
  The account was removed from automatic payment on April 14, 2025, and re-enrolled on May 20, 2025. 
  
  NOW Streamsaver and ******* Standard were added effective February 17, 2025. This resulted in a pro-rate charge for the service period of February 17, 2025, to March 20, 2025. This reflected on the March 16, 2025, billing statement. 
  
  On March 19, 2025, NOW Streamsaver and ******* were removed. This resulted in a pro-rated credit for the service period of March 19, 2025, to April 20, 2025. On April 12, 2025, a payment was made. On April 14, 2025, the account received a billing adjustment. On April 15, 2025, a partial refund of the payment made on April 12, 2025, was processed resulting in a payment reversal. These transactions appeared on the April 16, 2025, billing statement. 
  
  Since no payment was made for the balance owed, a late fee was incurred on May 16, 2025. This reflected on the May 16, 2025, billing statement. A payment was made on May 20, 2025, for the balance owed. This payment will reflect on the next bill printing on June 16, 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 resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations 
  

  Customer Answer

  Date: 05/29/2025

  [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 simply an explanation of billing services but not a solution to the issues I have been dealing with or trying to document. This was the first time I actually got a response from the business before I couldn't get anyone on the phone previously. Xfinity has a reputation for poor customer relations for a reason.

  ********************** plays these billing games with it's customers put on these promotions then does not inform them of when the promotions will end then can charge them some "higher" than average market rate for internet and phone services. I am happy someone could explain the billing services in more detail but the fundamental issue of being in my opinion dishonest with their customers still is an issue. I have never had to get the Better Business Bureau involved with an issue in the past but Xfinity has abused their customers with their billing practices I'm very disappointed with their management as a general statement and would like others to be aware of these deceitful business practices. I wish I could broadcast to others in my community. I appreciate being able to voice these problems though and having a formal process is important. It needs to be documented and at this point you can close this file/complaint there isn't anything else I can do. Xfinity didn't even consider negotiating the late fee and billing issues I had to deal with. 

  
  Regards,
  
  **** ******