Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:05/07/2025

  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.

  my internet service went out this morning for no reason and I called xfinity to see why and was told I had to pay $99 dollars for some plan to diagnose my problem. This is unacceptable, I pay this company $160 a month for s***** service and s***** customer service. They *********** about their customers....it's all about how much money this monopolized company can get from us!!!! 1000% unacceptable!!!!!!

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re:    ***** ***********
            ********************************
           ************************
  
            Case Number:      23297671
            Date of Notice:     May 7, 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 8, 2025, I spoke with *** *********** regarding his service concern(s). *** *********** stated his service issues were resolved on their own. Unable to determine the cause of service issues experienced. I informed *** *********** there is no record of an agent in his account on May 7, 2025, I also confirmed Xfinity would not charge a diagnostic fee to trouble shoot service issues. During the call it was determined *** *********** contacted a 3rd party number unrelated to comcast for 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 

• Initial Complaint

  Date:05/07/2025

  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.

  Payment page does not load. Tried now different days and it says the same thing. I tried to contact them but they think customers should spend hours trying to get in contact with them just to pay them when they don't keep their website running correctly. The agents take 20 mins to reply each time. Screenshots took. "ERROR Sorry, this isnt working right now Please return to My Account Overview while we resolve the issue."

  Business Response

  Date: 05/20/2025

  May 20,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
              *****************************
              ************** *****
  
                Case Number:                    23296959
              Date of Notice:             May 07, 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 09, 2025, I spoke with Mr. ****** regarding his concern. Our records show a payment that was made on May 07, 2025, via the Xfinity My Account website.   
  
  Courtesy credits were applied to the account on May 7, 2025 and May 9, 2025. These credits will reflect on the May 23, 2025 billing statement.
  
  In speaking with Mr. ******* he confirmed that he is now able to successfully access his online account.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ***** *.
  Comcast Executive Customer Relations

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing me with erratic criminal practices. The past due date was the 25th monthly then magically changes to the 22nd out of nowhere as unexplainable. customer service endlessly did nothing about it lying holding me hostage to at least 6 customer service agents for hours not getting any point. then I file with the fcc and receive a phone call from xfinity doing nothing about it as unaware as death threat as intimidation.

  Business Response

  Date: 05/21/2025

  May 21, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** ******, Jr.
  2016 ***************, Apartment 305
  ****************
  
  Case Number:23296917
  Date of Notice:May 7, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************** regarding Xfinity service.
  
  I made several attempts to contact Mr. ****** to discuss the concern; however, my attempts were unsuccessful. Per our records, on March 23, 2025, Mr. ****** accepted Internet Essentials at the standard retail rate, which includes the Internet/Voice modem rental, effective March 28, 2025. The billing statement dated March 28, 2025 generated for services billed from March 28, 2025 through April 27, 2025 and a payment was processed for the balance on April 24, 2025. The April 24, 2025 billing statement generated for services billed from April 28, 2025 through May 27, 2025.
  
  Account details reflect that on May 2, 2025, Mr. ****** was advised by a customer service representative via online chat that his billing cycle due date would be changed. However, this was not completed. On May 2, 2025, a courtesy credit was applied to the account, which will be reflected on the May 24, 2025 billing statement. On May 4, 2025, Mr. ****** contacted another representative via online chat regarding his billing cycle due dates. No changes were processed to the account. 
  
  On May 6, 2025, Mr. ****** spoke with a representative who advised his billing statement dated April 24, 2025 was due by May 22, 2025. Mr. ****** was advised the updated balance, which includes the May 2, 2025 credit, will reflect on the billing statement dated May 24, 2025. I confirmed that the account is being billed correctly for the subscribed services. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations 

• Initial Complaint

  Date:05/06/2025

  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.

  To Whom It May Concern,I am filing this complaint against Comcast for predatory pricing practices and poor customer service. As an active-duty ************ pilot, I initially signed up for Comcasts 1 Gig speed internet plan. In August/September 2024, I noticed that my bill had increased significantly without any prior notification or explanation.Due to the demanding nature of my military service and the high operations tempo of flying missions, I was unable to contact Comcast immediately to address the billing discrepancy. In November, I spoke with a customer service agent who assured me that my plan would be corrected back to the original 1 Gig plan and the pricing adjustment would be retroactively applied.Following this call, I was deployed overseas again and had limited access to monitor my account. However, in January, without notice, Comcast altered my plan by increasing the price and decreasing the speed a clear violation of the agreement discussed in November.Since then, I have made several attempts to resolve this issue, spending over 10 hours on multiple calls with Comcast representatives. Despite these efforts, the matter remains unresolved, and I continue to be billed for services that were not agreed upon.I am requesting an immediate correction to my plan, reverting it back to the original 1 *********** at the agreed-upon rate, along with a refund of all excessive charges incurred since the unauthorized change in January. If Comcast fails to rectify this situation promptly, I will have no choice but to cancel the service and seek a more reliable provider.Thank you for your attention to this matter.Sincerely,***** ******* ************

  Business Response

  Date: 05/15/2025

  
  May 15, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ***** *******
              **************************************************
              ***********************
  
                  Case Number:      23296523
              Date of Notice: May 7, 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 on September 27, 2022, Mr. ******* accepted a 24-month promotional offer for the Gigabit Extra internet at a promotional rate, which was effective from September 27, 2022, through September 26, 2024. The promotional offer included a promotional offer for Xfinity xFi Complete and was effective from September 27, 2022, and expired on September 26, 2024. This promotion also included a self-service discount for enrollment into both Paperless Billing and AutoPay, which remains as long as enrollment in both features is maintained.
  
  Customers receive ****** advance notice of the rate increases prior to the effective date. Our records indicate the December 22, 2022, billing statement provided notification of AutoPay and Paperless billing discount reduction as of January 1, 2023. Our records indicate the December 22, 2024, billing statement provided notification of AutoPay and Paperless billing discount reduction as of January 1, 2025. Customers can also check for changes to their billing using the Xfinity App and checking their account on ************************.
  
  Our records indicate that ********** is currently subscribed to the Connect Internet package, at a retail rate.The package became effective on December 13, 2024. The rate does not include additional services, equipment, taxes, and fees which are subject to change.
  
  I made several attempts to contact Mr. ******* via telephone and email, however,my attempts were unsuccessful. In order to resolve this matter, contact with ********** is necessary. The request for compensation has been respectfully declined. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:05/06/2025

  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.

  Comcast internet was used at my mother's home of *************************************** Unfortunately she passed away 11/11/24. After her death I attempted to call to cancel but was unable due to overly complicated phone menus and the inability to get transferred to an actual person. Recently I was able to get through by pretending to be a new account. Ultimately I requested that the account be closed and monies refunded back to the date of her passing as no internet was used. The agent harshly stated that no refunds would be made. I am attaching a death certificate to prove her passing. Comcast can do better than heartless agents overseas!

  Business Response

  Date: 05/19/2025

  
  May 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      
              Case Number:                     23296413
              Date of Notice:             May 7, 2025
  
  
              **** *******
              **************************
              ****, MA 02045
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ******* regarding Xfinity service.
  
  On May 8, 2025, I spoke with Mr. ******* regarding a refund request. Our records indicate that Mr. ******* is due a refund for overpayment on his Xfinity account and confirmed that it will be received in 7-10 business days. We will follow up with Mr. ******* to ensure receipt of the refund.
  
  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:05/06/2025

  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.

  On 4/6/25 I purchased an Xfinity WiFi Pod booster to boost the WiFi signal in our home. I spend $126.14 on the product, which I bought in an Xfinity store and paid with a debit card. The product has a 30 day refund policy in the event the device is not compatible with your home address. On 5/6/25 I tried to return the device, due to the device not being compatible. I did not have a receipt, so I kindly asked the store associate to look up my receipt with my debit card number. He stated he did not have access to do so, and that I had to call headquarters. I called headquarters while being in the store. The associate from headquarters stated the store did in fact have access to do so, and only they were able to do so because the product was bought in store. The store associate again stated it was impossible, so I would be unable to receive a refund - however I could receive a credit on my Xfinity account. My concerns are raised when I found out Xfinity does not have access or storage of receipts that used bank cards. Also, I believe Xfinity does not want to lose any money, so therefore which is why the credit to the account happened. I had to take the credit to my account due to reaching the 30 day policy. I want my money refunded and the credit to be reversed.

  Business Response

  Date: 05/20/2025

  
  May 20, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:*******************
  PA 15739
  
  Case Number: 23296375
  Date of Notice: May 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **** regarding Xfinity service.
  
  Our wifi boost pods are part of Comcast 30-day money back guarantee. Customers who purchase their pods from an ********************** Store, would need to return them to the store for a refund. On May 6, 2025, the visit to the Xfinity Store was unable to provide a refund without receipt of purchase. In lieu, a credit to the Comcast account was offered. However, no resolution was agreed on.
  
  On May 7, 2025, I spoke to Ms. **** regarding her refund request. A ticket was submitted the same day for further review. At this time, a receipt to show the pod was returned is needed to provide credit to the Comcast account. My attempts to follow up with Ms. **** since our last conversation have been unsuccessful. 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:05/06/2025

  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 submitting this complaint regarding Comcast Xfinity for unfair billing practices, lack of contract transparency, and poor in-store customer service.1. Unclear Contract End ****************** Billing I was on a two-year contract with Xfinity at a $25/month rate. As the contract neared its end, there was no way on Xfinity's website to check when it would expire. Without any notification or visible end date, I was automatically charged $95 in April for a one-month, no-contract plan. I believe this charge is a result of Xfinitys failure to disclose essential information to customers and is therefore unjust. I am seeking a refund of the $95 for this billing error.2. Misinformation and Continued Overcharging After seeing the unexpected $95 bill, I visited an Xfinity store where I was told future bills would be $50/month. Despite this, I continued to receive email notifications stating that I would be charged $95 for the next billing cycle. I request that my monthly rate be corrected to $50 starting May and that I be issued at least a $50 credit as compensation for the significant time Ive spent trying to resolve this through online chat and in person.3. Unprofessional In-Store Treatment At the Xfinity store, I waited over two hours for service. During this time, customers who arrived after me were assisted before I was. The treatment I received was notably less courteous when I sought support for an issue than when I opened the account. A representative told me, Thats just the system, implying that no help could be given. This level of unprofessionalism treatment is unacceptable.I believe Xfinity has acted in bad faith, and I urge the *** to investigate these matters. Thank you for your attention to this complaint.

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* C
              ***************************
               *******, IL 60661
  
               Case Number:              23296322
               Date of Notice:             May 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ******* C regarding Xfinity service.
  
  On May 13, 2025, an Executive Customer Relations representative communicated via email with Ms. ** who clarified that she was also known as ****** ****, as listed on the account, and requested we address her as such, regarding a billing explanation.
  
  Our records indicate that on April 25, 2025, Ms. **** accepted a 12-month contractual agreement for the Connect More Internet package at a promotional rate, which included a monthly discount for enabling auto pay and paperless billing. Services included Connect More internet and storm ready wifi, which was divided into 36 monthly installments. Additional services included a modem rental promotion per month for 12 months. The service contract was accepted April 25, 2025, and would have expired on April 25, 2026. The billing and modem promotion were effective from May 3, 2025, through June 4, 2026, after which the standard retail rates will apply. Additional equipment charges, taxes and fees are not included in the package price.
  
  On May 5, 2025, two courtesy credits were applied to Ms. ***** account and will reflect on the June 1, 2025 billing statement.  
  
  On May 6, 2025, Ms. **** accepted a 12-month contractual agreement for Connect Internet at a promotional rate, which included a monthly discount for enabling auto pay and paperless billing. Services included Connect Internet, and storm ready wifi,which was to be repaid in 36 monthly installments. Additional services included a modem rental promotion per month for 12 months. The service agreement was effective May 6, 2025, and would have expired on May 6, 2025. The billing and modem promotion was effective May 6, 2025 through June 4, 2026, after which the standard retail rates will apply. Additional equipment charges, taxes and fees are not included in the package price.
  
  On May 9, 2025, Ms. **** then accepted a 12-month agreement for the Connect More Internet for a promotional rate, which includes a monthly discount for enabling auto pay and paperless billing. Services include Connect More Internet and Storm Ready wifi, which will be divided into 36 installments. Additional services included a modem rental fee per month. The service package was effective May ****** and will expire on May 9, 2025. The billing promotion was effective from May 9, 2025, through June 4, 2026, after which the standard retail rates will apply. Equipment, taxes and fees are not included in package price.
  
  Effective May 12, 2025 the Xfinity Storm ready Wi-Fi device was removed and returned. A billing adjustment credit was applied to the account on May 14, 2025 for the remaining balance of the device. The credit will reflect on the billing statement dated June ******. I confirmed that no overpayment occurred on account therefore Ms. ***** request for additional compensation has been respectfully denied. No refund will be provided. 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:05/06/2025

  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.

  1. billed for 12 months of MAX but every time I try to watch it is not available. I just spent 4 hrs using the useless AI that has no purpose other than to make you angry. Can't pull up my invoices. Not available message keeps coming ***** *** paid for but can't watch. No CS available to help.

  Business Response

  Date: 05/20/2025

  May 20,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ******
              ************************
              Evans,CO 80620
  
              Case Number:      23295906
              Date of Notice: May 7, 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 9, 2025, I spoke with Mr. ****** regarding his billing and service concerns. Our records indicate on May 7, 2025,the account was enrolled into the 5-year promotion for the  Popular TV and Gigabit Internet effective May 7, 2025, through May 19, 2030, at which time retail rates apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  Additionally, the account was enrolled into a 5-year promotional rate for the xFi Complete, at no additional cost, effective May ******, through May 19, 2030, at which time the retail rate will apply. The account also receives  a 2-product discount as well as a self-service discount with enrollment into both paperless billing and automatic payments. The new rate was reflected on May 10, 2025,billing statement.
  
  In addition, Mr. ******* billing statements are emailed to the verified email address on file. Mr. ****** can retrieve his statements through Xfinity My Account on our website www.xfinity.com.On May 17, 2025, I emailed Mr. ****** his April 10, 2025, and May 10, 2025,billing statements.
  
  Regarding applications, I provided Mr. ****** with the instructions on how to log in to the streaming platforms/applications Max and ***. On May 7, 2025, Mr. ****** removed Max and ACM+,therefore, he no longer has access to those applications/programming.
  
  On May 9, 2025, a credit was applied to the account compensate for Max and ***** The credit reflected on the May 10, 2025,billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint as I have had issues with Xfinity since I signed up for cell service. In this letter I am requesting to resolve these 2 issues: 1) is to have our bill cycle corrected from 03/28/2025-4/28/2025 to the correct date we signed up which is 4/08/2025-5/08/2025. 2) Is to honor the original $20 + taxes billing amount for both phones each month for unlimited data. We were originally paying $30 for T-Mobile for both of our phones each month & when we were offered this better price of $20 for both phones each month we decided to switch over with xfinity. We had a hard time getting signed up over the phone after talking to at least 2 different people, if not more. We had to go into the store 2 different times. Each time the **** affirmed the better price of $20 for both phones each month so we were happy to switch over. After we finally switched over, 1) It was mentioned that we would be charged $50 to switch (which is exorbitant and caught us by surprise. 2) we were also told after maybe half an hour that $20 a month could not be added but instead, they could do $30 a month. I explained that if I had known either of these 2 facts the $50 charge & the $30 charge I would not have switched. I would have stayed with T-Mobile, however, if the $50 could be waived we would consider staying and trying out the $30 a month. The $50 was credited back to us. We were initially told $20, then $30 & now we see $40 a ******** this point with Xfinity shifting the price more than once we are requesting the original pricing $20 a month for both phones with unlimited data for 12 months in writing. Otherwise, we are leaving Xfinity as mobile **************************** customers which we have been since 2017. Aside from filing these complaints with ********************************************** we'll also file complaints with the ***, ***, dispute it in with our credit card explaining the situation & look at every legal recourse available unless the original amount is honored.Sincerely,***** *****

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** *****
  CA 94591
  
  Case Number:23295741
  Date of Notice:May 7, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted by ***** *****.
  
  On April 8, 2025, ***** ***** purchased Xfinity Mobile service for two customer-owned devices. At that time, ********************** offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ***** ***** satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  On May 7, 2025, I spoke with ***** *****, and he provided Xfinity Mobile authorization to speak to Mrs. ***** regarding the mobile concern. I reviewed the above information with Mrs. **************** the time of purchase, Xfinity Mobile also offered a promotion through which eligible customers could qualify to receive a monthly service credit for 10 months. To qualify for the promotion, customers were required to bring their own device to ********************** and add a new line with an ************** plan. If the line is canceled, voluntarily or involuntarily, credits associated with device payments are lost. ******** customers will see the monthly service credit applied to their Xfinity Mobile billing statement as a Service Promotion in the following billing cycle.
  
  ***** ***** satisfied the promotional requirements, but the promotion did not reflect on the account. On May 13, 2025, the promotion was added, and the monthly credit will reflect on the next billing cycle until March of 2026.
  
  The billing cycle for ***** Uhligs mobile account runs from the 28th to the 27th; these dates derive from a previous mobile account, which was disconnected in 2020. On April 8, 2025, ********************* restored the mobile account. This generated the prorated billing statement issued on April 27, 2025, including the prorated charge for the unlimited plan, a line set-up fee per line, and taxes.
  
  On April 28, 2025 and May 13, 2025, courtesy credits were applied to the billing statements issued on April 27, 2025 and May 27, 2025. 
  
  The follow-up call on May 13, 2025 was unsuccessful; however, I was able to leave a voicemail and send an email detailing the above information. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ********* *.
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:05/06/2025

  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.

  From Xfinity:"The last payment was $354.02 on 03/10, and then a balance of $387.75 was remaining on the account. After adding charges for the new billing cycle 03/26-04/25, a bill of $728.62 was generated on 03/21/2025. The payment wasnt received, and then a new bill of $1069.92 was generated on 04/21 for the billing cycle 04/26-05/25."However, as you can see from the screenshots, there are conflicting amounts, with the conclusion being that I need to pay $341.01 (according to my payment portal) in order to keep services active. I am being told I am not eligible for an installment plan, although no reason is provided; in addition, I am told I.must pay $688.39 by today in order keep services active.I am requesting that they honor what the site is showing me ($341.01) and allow me to enroll in an installment plan as a former agent said I was eligible for.

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:****** ********
  **************************************************************************************************
  
  Case Number:23295683
  Date of Notice:May 7, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******** regarding Xfinity service.
  
  I made several attempts to contact Mr. ****** ******** via telephone and email. Although I was unable to reach Mr. ********* a review was completed on the account. Our records indicate Mr. ******** currently subscribes to a 12-month term agreement for *********** and Gigabit Internet at a promotional rate effective April 19, 2025, through April 25, 2026, at which time the rate will transition to a second-year non-term rate effective April 26, 2026 through April 25, 2027, at which time retail rates will apply.
  
  Our records indicate that the most recent billing statement generated on April 21, 2025, which represented the billing duration from April 26, 2025, through May 25, 2025, reflecting a past due balance which resulted in the account being temporarily disconnected on May 7, 2025, due to non-payment. Also, on May 7, 2025, Mr. ******** made two payments in order to restore service leaving a remaining balance. 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