Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

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  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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.

  My phone was paid off over two months ago from Xfinity. Xfinity refuses to release my number to allow for me to transfer it to another carrier. Theyre holding my number hostage and the hoops and hurdles I have to jump through have been absolutely ridiculous. Ive have visited their Xfinity mobile store over 4 times for the same issue. I keep being assured that the number and sim is unlocked but the information on the device reflects differently. Ive talked to multiple Xfinity **** and everyone seems to be incompetent on app and how it works. My issue has yet to be resolved and I feel as if Im stuck with Xfinity. I absolutely despise the service which is why Im desperately trying to leave. However Xfinity does everything in its power to prevent this. If I wouldve know this to be the case I would have never remotely thought with going with Xfinity as a mobile provider. I will not be paying for the service as Ive been attempting to switch my number out for the past 2 weeks. My next step is to take this to court to get this resolved.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  Better Business Bureau
  ***********************
  **********, *******; 17102
  
  Re:   *********** *****
           MO 64150
  
           Case Number:      23354693
           Date of Notice:     May 20, 2025
  
  Dear *** or Madam: 
  
  This letter responds to the above-referenced complaint submitted to your office by Mr. *********** *****.
  
  Regarding Mr. ***** device concern, our records show that his device became eligible for unlocking on May 1, 2025. On May 21, 2025, Mr. ***** requested to have his device unlocked; on May 23, 2025, Xfinity Mobile provided Mr. ***** with unlocking instructions.
  
  With regard to Mr. ***** porting concern, on May 23, 2025, Xfinity Mobile received a request from ******* Wireless to port the subject telephone number, which request we rejected due to an incorrect security PIN. ********************** takes the security of its customers accounts very seriously and has measures in place to prevent unauthorized third parties from fraudulently porting their telephone numbers. Customers can receive a security PIN through their ********************** My Account by sending it to any active line on their Xfinity Mobile account by text message.1 Security PINs expire after 24 hours. Once a customer receives a security PIN it can be used to port out any telephone number on their Xfinity Mobile account to another service provider within 24 hours. If the port is not completed before the security PIN expires, customers then need to obtain a new security PIN to initiate the porting process. If the customer is unable to obtain a security PIN via their account, they will need to visit an Xfinity store in person and present a valid ID to obtain the PIN. On May 27, 2025, Mr. ***** obtained a security PIN at an ********************** store and completed the porting process. His Xfinity Mobile account was automatically disconnected shortly after. 
  
  On May 27, 2025, I followed up with Mr. ***** and he confirmed that his device unlocking and port to a new service provider were completed. In addition, Mr. ***** was provided with a detailed explanation of his billing. 
  
  Should you have any questions or require additional information, please contact me at the telephone number provided below.  
   
  Sincerely, 
   
  
  ******* *. 
  Xfinity Mobile Regulatory Specialist 
  ************** | Extension 305-2801
  
  

• 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 am filing a complaint about an unfair $569 collection reported by Comcast/Xfinity and sent to ************************I canceled my service with Comcast in early 2018 and returned all of the equipment I received, including the modem, DVR, and all related components, to the *************, ** location. At the time, I requested a receipt, but was told the computers were down and no receipt could be printed. I was assured the return would be properly ************ service was disconnected within a few days before the return. I heard nothing further for years. Then, in 2023, I saw a $569 charge placed in collections with ************************ I contacted Xfinity several times to get this issue fixed, and they did nothing to resolve it. No one could verify the debt, explain the charge, or help remove the collections.This charge is completely inaccurate. I returned all equipment and fulfilled my responsibility as a customer. ******************** failed to document the return properly and is now penalizing me years later for their own error.I am requesting that Comcast:1. Remove this account from collections,2. Clear the $569 balance,3. Provide written confirmation that my account is closed in good standing,4. Notify all credit reporting agencies to delete this item from my credit reports.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *******
              ****************************************************************************************
  
                Case Number:                    23354252
              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 May *****, 2025, I communicated with Ms. ******* via email to discuss her concerns, and she was unable to provide an account number for the disputed debt. A search of Ms. ******** previous address (as provided by Ms. ******** as well as email addresses and phone number did not yield any results for unpaid debt under her name.
  
  Ms. ******* may contact the collections agency for additional information on the account in question,including, but not limited to: an account number. On May 28, 2025, I communicated with Ms. ******* via email to advise of the above and to explain that an account number is needed in order to further investigate her concerns.
  
  I apologize for any inconvenience that may have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• 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.

  Between June 21st and December 21st 2024 Xfinity continued to charge for a previous address. I had coordinated with their support and verified the service would be canceled after my move out date in June. They continued taking automatic withdrawals from my bank account until I noticed the previous account was still active in December. I have spent countless hours on chats and phone calls trying to get a refund of $425. After several calls saying they would process my request and I should see funds within 48 hours, it is a year later and I am still getting the runaround.

  Business Response

  Date: 06/02/2025

  June 2,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
  ******************************************************************
  
                Case Number:                    23354158
              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.
  
  Customers who want ******************** to automatically deduct their monthly payments from their checking/savings account (Electronic Funds Transfer (EFT)) or card (credit/debit) can sign up for automatic payments (recurring payments).Automatic payments now include the amount due, plus or minus any payment-related activities or adjustments, and less any credits issued before the customers bill due date. Customers can cancel their automatic payment enrollment any time. Mr. ***** voluntarily enrolled in automatic payment on or about June 12, 2017.
  
  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. Our records indicate on May 6, 2024, ******** chatted with an agent to schedule a disconnection of service effective June 20, 2024; however, the account was not scheduled for the disconnection as requested. Therefore, ******** continued to be billed for service until the account was disconnected on December 8, 2024.
  
  On June 6, 2024, the bill generated with new charges due July 1, 2024. On July 2, 2024,a payment was received. On July 6, 2024, the bill generated with new charges due August 1, 2024. On August 2, 2024, a payment was received. On August ******* the bill generated with new charges due September 1, 2024. On September 2, 2024, a payment was received. On September 6, 2024, the bill generated with new charges due October 1, 2024. On October 2, 2024, a payment was received. On October 6, 2024, the bill generated with new charges due November 1, 2024. On November 2, 2024, a payment was received. On November 6, 2024, the bill generated with new charges due December 1, 2024. On December 2, 2024, a payment was received. On December 6, 2024, the bill generated with new charges due January 1, 2025.
  
  On December 8, 2024, Mr. ***** spoke with an agent regarding a disconnection of service concern. The agent scheduled the disconnection effective December ******* as requested. The same day the final billing statement printed with a credit balance and was sent to the address on file. ******** is due a refund.
  
  When a customer disconnects voluntarily, we give them 10 days to return their rented equipment. This information is available in the final billing statement under the Your bill explained section. However, if the equipment is not returned within 30 days, we automatically charge the customers account for the equipment they did not return (Unreturned Equipment). This helps ensure we have equipment inventory for customers with active accounts. Customers who disconnect service and do not bring back equipment will get a billing statement indicating the equipment and the associated charges due. If the customer returns their rented equipment or restart service with the same equipment, we reverse the charges automatically.
  
  On January 8, 2025, an Unreturned Equipment charge was assessed to the account after a Flex box was not returned/removed within the allotted timeframe. A bill generated the same day and was mailed to the address on file, with a balance to clear the account. The bill included pro-rated credits for being charged for service from December 8, 2024, through January 10, 2025, and the Unreturned Equipment charge from January 8, 2025.
  
  On January 24, 2025, ******** chatted with an agent who removed the Flex box from the account, which reversed the ** charge. This resulted in a credit balance for which Mr. ***** was due a refund. The same day, the refund processed.
  
  If a customer is due a refund, it will be applied to the last payment method on file, if eligible. Eligibility for refunds applied to the last payment method used includes: an Electronic Funds Transfer (EFT) within 60 days or a credit or debit card within 180 days of the refund processing date and the refund amount is less than or equal to the last payment amount.
  
  If it is not possible to issue a refund to the last payment method on file, and if an email address is provided,an email will be sent from ********************************************** to select how to receive the refund. Accounts with no email address or no email response within 15 days, will receive a physical prepaid card for the refund mailed through ****. Once the criteria is met, the refund will be sent. The refund should be received within seven to 15 business days.
  
  On January 29, 2025, the refund was applied to the last payment method on file.
  
  On April 21, 2025, ******** spoke with an agent regarding a billing concern. The agent submitted a ticket to investigate a refund request. On April 22, 2025, the ticket was completed indicating a refund was processed on January 29, 2025, to the payment method on file.
  
  On May 20, 2025, ******** chatted with an agent to discuss a billing concern. The agent submitted another ticket requesting a refund. The same day the ticket was completed, and the request was respectfully denied.
  
  On May 29, 2025, a credit was applied to the account due to being billed for services from June 21, 2024, until December ******. Once the credit reflects on the account, the refund will process within the allotted time frame. 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 had problems with this company for years. Including charging me for services I did not request.. Telephone conversation were outrageously rude and inappropriate. Cannot get into my own account,, on my app. I only keep their business for my senior parents. Change is difficult for them, they dont understand English. Its been a nightmare working with them.Extremely upset and drained from their yes,, herasements!!!!!

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *********
              **************************
              Building 9
  Unit 3
              *******************************
  
  Case Number:                    23353382
                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 ****** *********, regarding Xfinity service.
  
  On May 22, 2025, I spoke with ****** *********, regarding his billing concern. Review of the account indicates, the account currently subscribes to ****************** monthly,Xfinity ************* and Fast internet service. Separate charges include charges for *** complete on a promotional offer monthly with a 24-months contract effective October 31, 2023, through October 31, 2025, for 12-months to expire to retail rate on October 30, 2026. 
  
  ****** ********* was unable to access his my account application and website. ****** ********* elected not to troubleshoot, during our contact on May 22, 2025. On the same day, I updated the email address on Djusta Nikprelajs account, to reflect in our billing system. However, the CPNI (Customer Proprietary Network Information)pin is needed to access and update Djusta Nikprelajs user profile, via my account application and website. Our Security team made several attempts to contact ****** ********* to assist with this matter. However, all contact attempts have been unsuccessful. The CPNI (Customer Proprietary Network Information) pin needs to be verified, before we can update the new email address to 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: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.

  The mobile service from Xfinity is terrible. Since March 2025, We have called on more than 6 occasions to simply ensure that we have overseas calling activated and in several of those occasions been promised the issue would be resolved. We have two lines on this account and after finally getting some activity from customer service yesterday they activated overseas calling for one of the lines and not the other. Their policy of activating OS calling after 45 days is insane. On each occasion when they tell us they are hooking up OS calling (and then dont), they also tell us a different price for calls to our country of choice. It has been the worst waste of time and money. They are deceptive in their business dealings and simply the worst customer service. You cant understand the foreign call center and each time you call they have to be reeducated on the problem. Absolutely terrible experience. We told them we would report this to the BBB so that is what Im doing.

  Business Response

  Date: 06/04/2025

  June 4, 2025     
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re:    ******** *****
            WA 980659
  
            File Number:       23352985
            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 ******** *****.
  
  On May 28, 2025, Ms. ***** regarding her international services. I advised her we do offer the global travel pass, which is a $10 flat rate fee and the pay-as-you-go. Pay as you go rates to ******* are talk $0.05per minute and text is free. Per Xfinity Mobile terms and conditions, the line must be active for at least ****************************************************** ***** added services on March 3, 2025. However, Ms. ***** just cannot make complete calls to *******. I advised her that I would investigate the issue.
  
  On May 29, 2025, I advised Ms. ***** due to unknown reasons the feature to call internationally was not enabled. I enabled the feature and asked that she make a test call. On May 30, 2025, Ms. ***** confirmed she was able to successfully make the international call. I apologized 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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting spam emails and then an email saying I signed up for a new account. I have had them for a few months already and should only have one account. I tried to contact them over the chat and phone albut get the run around and ***** helps. I just want to confirm I have my one account and the emails are spam.

  Business Response

  Date: 06/02/2025

  June 2, 2025    
    
     
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  
    Re:    ******* *****
             ********** , SC 29414
  
             File Number:           23352455
             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 Mr. ******* *****.
  
  Regarding the spam concern, Comcast takes our responsibility to combat SPAM and phishing emails seriously. We constantly work to reduce the amount of unwanted and malicious emails that make their way to our customers inboxes. ******************** also posts information about how customers can report phishing and how to protect their email.
  
  A Comcast ***************** Assurance technician attempted to contact Mr. ***** to address his concerns. Unfortunately, all attempts were unsuccessful. The technician left a message providing his contact information. In order to properly address Mr. ****** concerns, successful contact with him is necessary to further investigate the specific emails Mr. ****** receiving; we encourage him to contact us.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  ***************** Assurance 
  ************
  
  

• Initial Complaint

  Date:05/19/2025

  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 ordered service at my new address but did not activate the service and I returned the equipment because my boyfriend had already activated service in his name so I did not need it. We got a receipt for the equipment and now I am being charged for ****** and I did not have the service. Second, I spent 5 hours between in person and over the phone tonight trying to resolve this and my mobile bill and no one could find the account.

  Business Response

  Date: 06/02/2025

  
  June 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** *******
              ***************************************************
              *************************
  
  
                Case Number:                    23352392
                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 April 18, 2025, **** ******* was provided with a bill. The bill contained an accelerated device balance charge for the remaining device balance on MJ's line. Xfinity Mobile did not recieve a payment to settle the balance. On April 18, 2025, **** ******* was provided with a credit. On May 18, 2025, **** *******, was provided with another bill, which contained a past due balance. On May 19, 2025, **** ******* made a payment to settle the account balance. Currently, **** ********* account is current with no balance due. I have attempted to contact **** ******* multiple times via telephone and email. However, my attempts have been unsuccessful.
  
  Regarding the residential concerns, our records indicate that on October 19, 2024, a transfer of service request ****************, was submitted online for the Internet Essentials Plus plan, which included a Comcast modem at no additional cost. The work order for this transfer was completed on October 31, 2024. The new account, number ****************, shows that the service activation was completed on November 1, 2024.
  
  On November 2, 2024, a transfer balance was applied to account ****************, from **************** for services rendered at the previous address. This balance is valid based on the service history.
  
  Additionally, usage records for the new account, ****************, show no activity following the transfer of service in October 2024.
  
  The equipment associated with account **************** was returned on December 13, 2024; however, the account was not disconnected at that time. On February 24, 2025, the account entered a non-pay disconnect status, which progressed to a hard disconnect on March 26, 2025. A final billing statement was generated on March 26, 2025,reflecting a balance due. This balance included system adjustment credit for services removed from February 24 through March 31, 2025, as the account remained active despite the return of equipment. The system applied a credit adjustment for the Internet Essentials Plus service.
  On April 10, 2025, the account was charged off to collections for the outstanding balance. I explained that, due to the inconvenience experienced, the full balance would be waived.On May 27, 2025, a credit was applied to the account as a billing correction.The account is now closed, reflects a zero balance, and has been removed from collections. This credit will appear on the billing statement dated June 26,2025.
  
  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,
  
  
  Zamir G
  Xfinity Mobile Specialist, Tier 2
  
  

• Initial Complaint

  Date:05/19/2025

  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.

  Beginning on/around 4/14/25 our internet began going out ***eatedly and we were sent constant outage updates from Comcast. Over the coming weeks, the problem began to grow worse and the lagging/inability to even connect to our internet grew increasingly more time consuming. We have had a total of 3 trips to the Comcast/Xfinity store, 4 phone calls with what seems to be the worst customer service in the entire world, and multiple requests for simple assistance. Our internet now is only accessible for around a hour or two a day before it shuts off and has to reboot all day. We have ***laced 3 Comcast modems and exchanged them. We have begged to have someone come out and inspect and fix the issue immediately they no longer send tech's out to fix your issue after all these complains, they "re-set" our connection from the customer service center. We are a work from home family, to pay Comcast their continually growing monthly almost $400 bill. This is outrageous, we have been requesting Xfinity to come out and fix our internet connection, a statement credit or multiple months of free service due to this ever growing issue they just refuse to fix, and please assist us as soon as possible. We have tried every avenue to get a customer service facing company to please help us fix this issue and it is to no avail. I am typing this review as quick as possible before the internet goes out again, as it will be the last we can use it tonight I am sure. To add to this issue, we were randomly told we needed to upgrade our internet by a sales *** last week and it would cost us a $100 more a month to get our internet back. I have no clue what happened to this company but it is absolutely awful and we are simply begging for a miracle as this company has one job and can't seem to even provide the few simple requests we have. Please do better, and fellow readers, NEVER sign up for service with this company!

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
              **************
              ********,** 17015
  
              Case Number:              23352240
              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 ***** ******, an authorized user listed on the account in question.
  
  On May 20, 2025, a service visit was completed during which time the technician referred a non-service-affecting concern to the Comcast maintenance team.
  
  On May 22, 2025, a service adjustment credit was applied to the account and will be reflected on the June 16, 2025, billing statement.
  
  I made several attempts to reach ***** ******. Unfortunately, all contact attempts were ******************** with ***** ****** is required for further assistance with this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Comcast Executive Customer Relations 

• Initial Complaint

  Date:05/19/2025

  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 writing to express my dissatisfaction with the recent increase in my internet service price. As a loyal, long-term customer, I find it extremely frustrating that my monthly bill continues to rise, while new customers are being offered significantly better dealssuch as $50/month for 110 Mbps, fixed for five ******** feels unfair and discouraging that existing customers, who have remained with ******************** over the years, are penalized with higher rates, while new customers are given more attractive, stable pricing. I would like to request that my account be reviewed and adjusted to reflect a more reasonable and competitive rate, similar to what is being offered to new customers.

  Business Response

  Date: 06/06/2025

  
  June 6, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:   Ting-Hsiang Chu 
           **********************
           ******************
  
           Case Number: 23352178
           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 Ting-****** *** regarding Xfinity service.
  
  Our records confirm on May 11, 2024, Mr. *** subscribed to the Superfast Internet package which includes Superfast Internet. Additional services and modem are not included in the package price. The Superfast Internet package was effective on May 11, 2024, and was due to expire on June 8, 2026, at which time retail rates would apply.  
  
  On May 20, 2025, I spoke with Mr. *** and confirmed he is currently subscribed to a 12-month agreement for the Gigabit Internet package, which includes Gigabit Internet. Additional services and equipment are not included in the package price. This package was effective May 19, 2025, and will expire on June 8, 2027, at which time, retail rates will apply. The term agreement for the Gigabit Internet package is effective May 19, 2025, and will expire on May 19, 2026.  
  
  Peacock Premium is included at no cost. Peacock Premium was effective August 17, 2024. The Peacock Premium promotion runs through May 18, 2027. Mr. *** is also receiving a monthly discount for enrollment in automatic payments and paperless billing. 
  
  On May 20, 2025, I spoke with Mr. *** to discuss all concerns. The promotional rate requested applies to new customers only. Mr. *** can reach customer service to discuss additional package options that may be available. 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:05/19/2025

  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.

  Date of Transaction: May 18, 2025 Amount Charged: $241.68 What the Business Committed to Provide: Xfinity committed to delivering an internet-only service plan. No TV or entertainment services were included in the agreement.Nature of the Dispute: I was improperly charged an entertainment tax meant only for TV-inclusive plans, and an excessive early termination fee based on incorrect service dates. Furthermore, my account was closed without prior notice, preventing me from canceling autopay. As a result, the full amount was automatically withdrawn without my consent.Business Response: A support ticket was created, but it was closed on May 19, 2025 just one day after the charge with no explanation, no follow-up, and no resolution. Since then, Xfinity has not made any effort to address or correct the issue.

  Business Response

  Date: 06/02/2025

   

  June 2, 2025

  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:Zijia Cao 
  , IL 60611
  
  Case Number:23352036
  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 Zijia *** regarding Xfinity service.
  
  On May 20, 2025, I emailed Ms. *** regarding an Early Termination Fee. Our records indicate that for the account number ending in 2161, on December 22, 2024, Ms. *** agreed through ************************ to a 24-month contract for Fast Internet at a promotional rate. The contract was effective from December 27, 2024, to December 27, 2026. The promotional rate applied from December 27, 2024, to December 26, 2026, after which the retail rate would take effect. Pricing does not include additional services, taxes, fees, and equipment, which are subject to change. The account received a self-service discount for enrolling in both Automatic Payments with a linked credit or debit card and Paperless Billing. 
  The contractual agreement included an Early Termination Fee if Xfinity service is canceled for any reason before the contract ends on December 27, 2026, after the initial 30 days. Ms. *** received the agreement terms via ************************ before accepting the offer on December 22, 2024. 
  
  On April 16, 2025, a voluntary disconnection order was issued for the 24-month agreement, with a stop billing date of May 1, 2025. On May 11, 2025, the disconnection order was finalized, reflecting a stop billing date of May 1, 2025. On the same date, an Early Termination Fee was charged for the remaining 22 months of the agreement term. The billing statement issued on May 11, 2025, showed a balance due that included the Early Termination Fee, charges for services rendered from April 27, 2025, through April 30, 2025, and a City Amusement Tax. 
  
  The billing statement for May 11, 2025, reflected an Automatic Payment scheduled for May 18, 2025. The account remained in Automatic Payments, and on May 19, 2025, a payment was processed for the May 11, 2025, statement balance. Our records show that on May 19, 2025, Ms. *** requested to be unenrolled from Automatic Payments using the Xfinity My Account website. However, our records show that the account is still enrolled in Automatic Payments. 
  
  Our records indicate that Ms. *** is currently enrolled in Xfinity service under the account number ending in 8886, and an Early Termination Fee will not apply for the account number ending in 2161. On May 20, 2025, I applied a credit to waive the Early Termination Fee and another credit to waive the City Amusement Tax, resulting in a credit balance. The payment and credits will be reflected in the June 11, 2025, billing statement. The credit balance will be refunded to Ms. *** within 30 days. When eligible, the refund is returned to the last payment method on file. If the refund cannot be issued to the last payment method, Ms. *** should receive an email from ********************************************** allowing her to choose the refund method. If no email address is on file or the customer does not act on the notification within 15 calendar days, a physical prepaid card will be mailed within 7 to 15 business days. I will follow up with Ms. *** to confirm that she received the refund. On May 22, 2025, I emailed Ms. *** to provide the aforementioned resolution. 
  
  On May 27, 2025, I emailed Ms. *** to inform her that the account is still enrolled in Automatic Payments, and I offered to complete the unenrollment process. However, I have not received a response. On May 28, 2025, I sent a follow-up email to Ms. **** providing this information along with my direct contact details should she need further assistance . 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