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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:05/19/2025

  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.

  On April 21, 2025, I contacted Xfinity regarding a recent increase in my monthly internet bill. I spoke with a representative named Ganesh via the Xfinity live chat system. I explained that I had noticed an unexpected price increase and mentioned I was considering switching to a different provider due to cost concerns.****** assured me that he could lower my bill and offered the same plan at $25/month, reflecting a $30 monthly discount. I accepted the offer, and he confirmed that the discount would be applied to my account. However, after the plan change was processed, I received a confirmation message stating that I had been enrolled in a different service (Gigabit plan) at $55/month, not the $25/month that had been promised.When I asked Ganesh for clarification, he reiterated that the $30 discount would apply and the bill would be $25/month, but this was not reflected in any of the documentation I received. He stated he would send a corrected link showing the proper discount but never followed through. The chat session ended without resolution, and follow-up attempts were ignored.I later contacted Xfinity by phone, but the representative I spoke with did not recognize the $25/month offer and was unable to apply the discount or revert the change without penalty.This experience was misleading and frustrating. I was promised a specific rate that Xfinity has failed to honor. Their communication was inconsistent, and no proper resolution has been provided despite my efforts.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:*** **
  ******************************************************************************
  
  Case Number:23352023
  Date of Notice:May 20, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ** regarding Xfinity service.
  
  I made several attempts to contact Ms. ** via telephone and email. Although I was unable to reach Ms. *** a review was completed on the account. Our records indicate subscribed to a 12-month agreement with a 36-month tiered promotion for the Fast Internet package at a promotional rate. The agreement was effective March 21, 2023, until March 21, 2024. The first 24-months the promotion was effective March 21, 2023, until April 10, 2025. On April 11, 2025, the promotion transitioned to the third-year rate and would have expired on April 10, 2026, at which time retail rates would have applied. 
  
  On April 20, 2025, Ms. ** chatted with an agent and accepted a 24-month tiered promotion for the Gigabit Internet package at a promotional rate. The first 12-months the promotion is effective April 21, 2025, until May 10, 2026. On May 11, 2026, the promotion transitions to the second-year rate and will expire on May 10, 2027, at which time retail rates will apply. Additional services, equipment, taxes, and fees are not included in either of the package prices.
  
  After reviewing the terms and conditions of the pending order, Ms. ** accepted the service package via email. Ms. ** understood and agreed that she would be charged for the applicable services and equipment described in the order. After acceptance, an order confirmation email was sent to the email address on file.
  
  On both packages, the price is reduced by a monthly discount for enrolling in Paperless Billing and Automatic Payments (PBAP) using a bank account. If the account ceases to be enrolled in both ***** the discount will no longer be received. The monthly discount will be reduced if the automatic payment method is changed to a credit or debit card.
  
  On May 19, 2025, Ms. ** spoke with an agent to discuss a billing concern. However, the agent was unable to resolve the issue and forwarded the concern to a supervisor for assistance. The same day, a supervisor spoke with Ms. *** reviewed the account, discussed the available promotional offers, and confirmed that the package she currently subscribes to (Gigabit) is the lowest rate available, as with the previous package (Fast Internet), the price would be higher. Ms. ** agreed and decided not to make any changes to the account at that time. As such, the request for compensation has been respectfully denied.
  If Ms. ** is still in need of assistance, contact is necessary. 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:05/19/2025

  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 called xfinity to upgrade to a T.V. Package. The representative kept pushing a free tablet and it would lower my bill if I excepted it. We were never told that this tablet would also add a mobile line to the account each month. After the first month, I notice a withdrawal on my account from ********************** I called them to see what this was for, and they told me for the tabletwhich I never agreed to or was told about a mobile line being added they told me they would research it the phone calls and confirm this they did and they came back and said that they were going to refund me the money that was taken from my account. This would take up to X amount of days and they would terminate the mobile account the next month they charged me again for a mobile line. Icalled them back and explain the situation they went back to the recordings. He said he seen the note in. I hadnt been refunded the money yet. There was a glitch. He fixed the problem. He would make sure that the line was disconnected. I told him to send me a box and I would send them back the tablet. They never sent me a box but they kept withdraw money from my account to the point that I had to go to my bank change my account information to keep them from withdrawing any more money. I eventually took the tablet to Xfinity store in ********, *******, and gave it to the representative there I explained to the situation he went inon the computer said yes, he saw, but he couldnt accept the tablet that I had to take it home call Xfinity mobile again and have them me a box. I tried to explain to him that Ive done this before, and they never sent me a box but kept charging my account I left the tablet there he told me he was gonna ship it back to my house. I said if you can ship it to myhouse, you can ship it to where it needs to be as I was walking out the door he said he was gonna charge my account $390. Thats when I went to the bank since then theyve turned me into a creditor.

  Business Response

  Date: 06/06/2025

  
  June 6, 2025 
  
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:****** *********
  *********************************************>**********, IN 47356
  
  Case Number:23351922
  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 August 17, 2024, ****** ********* purchased an Apple iPad. 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 a qualifying device on a device payment plan for 24 months. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost. Each tablet line will be charged an additional monthly tablet line fee regardless of data option selected.
  
  ****** ********* satisfied the promotional requirements and was receiving the promotion as intended.
  
  On September 25, 2024, the line was disconnected as requested. Because ****** ********* still had possession of the device, a charge still issued for the device. On April 28, 2025, the balance was written off.
  
  On May 21, 2025, an Xfinity Mobile Regulatory Specialist called ****** ********* and explained the above information. On May 21, 2025, I applied a courtesy credit on the account. This credit took care of the delinquent balance. On May 23, 2025, I sent an email to the collection agency Credence requesting that any collection marks on the customers credit for this debt be removed. On May 24, 2025, the collection agency responded, noting that they are in receipt of the email sent.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  ********************************
  
  

  Customer Answer

  Date: 06/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *********
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Product 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 received a call on 5/19/2025 with a voicemail that stated from Comcast/Xfinity that my eligibility for 50% off on my monthly bill has expired and been removed. I called Xfinity and the *** said there is a new promotion that would change my bill to $50 a month, but I must PrePay today. I started my service on 06/17/2024. I told the *** why I can't pay on my bill date 06/07/2025. He stated that if I wait until then my bill would go up to $100+ a month. I would like to have the promotion. I told the *** that I don't have the money today. I asked to speak to a supervisor more than 3+ times. And he said that he could not transfer to a supervisor.

  Business Response

  Date: 06/02/2025

  
  June 2, 2025
     
  
  Better Business Bureau
  ****************************************************************************************
  
    Re: ******** *******
  **********************
  Apartment 504
  *****************
  
  File Number:  23351575 
  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 ******** *******.  
  
  Customer ****************** investigated ******** Dibrells concerns and determined that the interactions were likely part of a scam perpetuated by an unknown third party. The third party likely falsified their identity by manipulating caller ID information.  
  
  To verify the legitimacy of any callers that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page   and advises customers about common fraud techniques and ways to avoid them.   
  
  A Comcast Customer ****************** technician made several attempts to contact ******** ******* to explain the above information. Unfortunately, all attempts to contact ******** ******* were unsuccessful. It is recommended that ******** ******* enroll in two-step verification as an added layer of security if not already enrolled. The technician left a message with their direct contact information. Contact with ******** ******* is required for further assistance with this matter.
  
  Regarding the billing-related concerns, on June 18, 2024, ******** ******* accepted a 24-month promotional rate for the Connect More Internet and xFi ***************** which includes unlimited data and the modem rental, effective June 22, 2024, through June 21, 2026. The promotional rate does not include additional services, equipment, taxes, or fees. At the conclusion of the promotion, standard retail rates will apply. The account receives a monthly self-service discount with enrollment in automatic payments using a debit/credit card and paperless billing. Should either self-service option be removed, the discount will no longer apply. A higher self-service discount is available with enrollment in automatic payments using a checking account and paperless billing. The updated discount would reflect within 45 days of updating the payment method. 
  
  The billing statements for this account generate on the 17th of the month for service billed from the 22nd through the 21st of the following month. The due date for each statement falls on the 7th of the month.
  
  On May 20, 2025, an Executive Customer Relations representative spoke with ******** ******* and explained the above information. ******** ******* was advised that the billing on the account is accurate and the request for compensation has been denied. An apology was provided for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely, 
  
  
  Comcast Customer ******************
  **************
  
  

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  
  

• 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 had my phone stolen and contacted Xfinity Mobile to ***ort it. The phone *** told me I could file a police ***ort, bring it to an Xfinity store, and the device would be covered even though I had reached my Assurant claim limit. I followed her instructions, filed the ***ort, and went to the store. But later, I learned only part of that call was documented and the rest of the info I was told was not recorded in the ticket.Ticket #: ECM0013862758 | Call Date: May 14, 12:31 PM MDT The agent properly blacklisted the **** and suspended my line, but left out all the key coverage promises. When I followed up via chat support, I was told the original ***s instructions couldnt be verified because phone ***s dont log everything in writing and the chat team can't access call logs.Assurant says this is Xfinitys responsibility and Xfinity says theres nothing they can do. I feel caught in the middle and misled by Xfinitys own employee. This has caused me financial stress and left me without a working device.All I ask is for someone to review the call recording and honor what I was told. Its unfair that I followed the ***s exact instructions and am now being told the opposite.

  Business Response

  Date: 06/03/2025

  
  June 3, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       *********** ********
              ***********************************************
              ********, CO 80227
  
                  Case Number:      23351033
                  Date of Notice: May 19, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********** ******** regarding Xfinity Mobile service.
  
  Xfinity Mobile has partnered with Assurant to offer Xfinity Mobile Care (XMC) for newly purchased Xfinity Mobile devices. XMC includes early upgrades with no fees for smartphones (after 50% of your device has been paid off), accidental damage protection, mechanical or electrical failure (after the manufacturers warranty expires), loss and theft coverage, and the Xfinity Mobile Care by Assurant app. The maximum number of repairs or replacements under Xfinity Mobile Care is three (3) per device during any rolling twelve (12) month period beginning with the date of the first repair or replacement. No further repairs or replacements will be provided for the remainder of this period.
  
  On May 29, 2025, I spoke with Mr. ***************** his Xfinity Mobile concerns.Our records confirm that on June 14, 2023, Mr. ******** purchased a ****** Pixel 7 Pro, in 24-monthly installments, on the ************** Plan. Our records confirm that on November 8, 2023, June 17, 2024, and August 14, 2024,replacement ****** Pixel 8 Pro devices were activated.
  
  On May 23, 2025, Mr. ******** failed a claim with Assurant for his lost /stolen ****** Pixel 7 Pro device. However, this claim was denied because the maximum claim limit had been reached. Mr. ******** was advised of alternative replacement options. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ****************************-2973.
  
  Sincerely,
  
  
  ******** *.
  Xfinity Mobile Specialist

• 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.

  Comcast changed their payment system to a company named *****. If you search for Plaid using ****** you will find out that quite a few people are having issues with this company and that payments are not going through. I have never had an issue paying my bill with my bank account that I have had for the past 25 years. However, since Comcast changed their payment system and started using this shady company called *****, my payment will no longer go through. This is unacceptable and is in fact the second time that I am making a complaint about the same exact issue. ***** does not even have a customer service phone number so there is no way to contact them about why my payment is not going through. This is causing me a lot of headaches and time spent on the phone with Comcast customer service. So far I have probably spent three hours of my time attempting to get a resolution to this issue but nothing has changed. This is no way to do business and it makes me wonder if I should change my internet provider. What kind of company makes it impossible to pay your bill?

  Business Response

  Date: 06/09/2025

  
  June 9, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:      
                 Case Number:                     23350954
              Date of Notice:             May 21, 2025
  
  
              ***** ********
              ***********************************************************************
              **************************
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** ********.
  
  On June 4, 2025, I spoke with *********** regarding his payment concerns.  Plaid was introduced as an online payment facilitator for Comcast a couple of months ago.  The system allows for banking validation of banking records for the purposes of facilitating payments.  The system works effectively for the majority of Comcast customers; however, some smaller banking institutions sometimes have issues with validation.  In the case of *** ********, it is believed that the recent acquisition of his banking institution, by another entity, has caused the problems *** ******** experiences when attempting to validate his accounts online for payment.
  
  I explained the above information to *** *************** On April *******, a representative of Comcast assisted *** ******** in updating his stored payment information and enabled automatic payments in an effort to address his online payment concerns; however, on April 20, 2025, *** ******** disabled automatic payments and removed the stored information.  During my June 4, 2025, conversation with ***********, I offered again to update his stored billing information without enabling automatic payments but *** ******** declined my offer due to his concerns with the security of stored payment information.
  
  *** ******** has elected to continue making payments via the Comcast telephone IVR, which is functioning for his purposes, en lieu of allowing his payment information to be stored to facilitate his online payments.  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 Response Team
  

  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: 23350954
  
  I am rejecting this response because:
  

  I have already told Comcast that I do not wish to store my billing information on their server. This was made very clear to them. Yet they keep trying to push it on me. Unacceptable. Also I do not wish to sign up for automatic payments. I also made this very clear to them.
  
  As far as my bank account goes... I have zero issues using it to pay for anything else. I use it for ****** and there are zero issues with that. They are making an excuse for Plaid, a company that is known to reject payments. As I told the Comcast representative, there is no way to contact Plaid at all. They have no customer service phone number so there is no way to contact them about this issue. Also, saying that it "works for the majority  of customers" is just one more excuse. That could mean that it doesn't work for 49% of their customers. ***** has already been involved in a class action lawsuit. They are not a good company at all.

  I have decided to pay by phone simply because now there is no other way to do it. I was using the online system and it was working just fine with my bank account until Plaid took over. So Plaid is the problem here. If I could file a complaint against them I would. But I can't even find their contact information. They are hiding.

  Maybe Comcast should stop making excuses and do an actual investigation. But that is not going to happen. So I am rejecting this response as nothing more than a bunch of excuses given to me because Comcast doesn't want to correct the problem at hand. As usual their customer service is terrible and they refuse to solve a problem that they created.

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

  
  

• 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.

  In April, I was told by a representative (on their instant chat service) that I would get five free months of service (zero dollar balance for five months) beginning in April. In addition, after the five months was up, I would have $100 credit on my account to use on the billing cycles after the five months. I have screenshots of these conversations and of the representative telling me these things, I even clarified extremely well with the representative to make sure I understood what they were saying. *That I was going to receive five months with a zero dollar bill and an additional hundred dollar credit on my account.* But, I am still being billed and the bill is now going to collections.

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
   
  BBB of ******************* & ********************
  *************************************************
  Philadelphia, PA 19103
  
  Re:***** ******
   ***********************************************;
  *****************
  
  Case Number:23350646
  Date of Notice:May 19, 2025 
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ***** ******
  
  I made several attempts to contact Ms. ****** to discuss the concerns. While my attempts were unsuccessful, a review was completed on the account.
  
  On February 14, 2025, Ms. ****** placed an online transfer of service, moving service for account number ending in 1427 at ********************************************************************************, to account number ending in 9128 at *************************************************************. On February 22, 2025, billing began for the new location and the remaining balance from the account number ending in 1427 was transferred to the new account ending in 9128.  
  
  Ms. Shryne  is currently subscribed to Connectmore Internet service at a promotional rate, which began on June 4, 2024 at the prior account, and is effective through June 20, 2026 on the current account, after which time retail rates will apply. Equipment, taxes, and fees are not a part of the offer and are subject to change.
  
  On February 25, 2025, a service visit was completed to activate the service, and the account was charged an applicable Tech Recovery Fee on the same day. On March 16, 2025, a billing statement generated reflecting a past due balance, prompting a collection/late notice to be sent due to lack of payment for two billing cycles.
  
  On April 8, 2025, Ms. ****** chatted with an Xfinity agent regarding the charges on her bill. On April 15, 2025, a credit was applied to the account and reflected on the  ****** statement generated on April 16, 2025. On May 19, 2025, a service adjustment was applied to the account and will be reflected on the June 16, 2925 billing statement.  
  
  A review of the chat found that Ms. ****** was advised she would not only receive credit for the Tech Recovery Fee, but also that her monthly bill would be $0.00 for the next 5 months, until September 2025.  Based on this information, a billing adjustment was applied to the account on May 20, 2025, and will be reflected on the June 16, 2025 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
   
  I trust this ****** provides your office with the information required 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:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an iPhone 14 from Xfinity Mobile and paid the full price of $603.75 on March 10, 2025. After deciding not to keep their service, I used their return label to return the phone by ***** on March 18 (tracking number ************). They received the package on 4/2/25 at their warehouse. I have yet to receive a refund for the phone. on 4/29/25, I called their customer service and spoke to an agent named "****." After looking into it, she assured me that I would receive a confirmation email about the refund in 24 hours and a full refund in 7 to 10 days. I received neither. On 5/7/25 I called their customer service again and spoke to an agent named "Avril," who said that I would receive a refund withint 7-10 days. When I asked to speak to a supervisor (I said "I believe that you believe I will get a refund, but the last person said the same thing.") they hung up on me.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* Martyn 
           ****************
           *********, MA 02139
  
           Case Number:      23350617
           Date of Notice:      May 19, 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 27, 2025, I spoke with Ms. ****** about being charged for the Apple iPhone. Our records indicate that on February 27, 2025, Ms. ****** purchased an Apple iPhone 14 but changed her mind and wanted to return the device. On March 7, 2025, the line was canceled. Due to the device not being received back in the warehouse Ms. ****** was charged $603.75 for the device balance on March 8, 2025.
   
  On May 19, 2025, a Xfinity mobile agent issued Ms. ****** a refund and applied a $603.75 credit to offset in the issued refund. On May 27, 2025, I confirmed the device was received on April 8, 2025, and graded on April 10, 2025, no trouble found. I explained to the customer when a device is not returned to the warehouse within the allotted time the customer is responsible for the device payment until the device is received and graded.
   
  I also confirmed on May 27, 2025, that all refunds had been processed.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******* *.
  XM Executive Resolutions
  
  
  

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  

• 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.

  An unauthorized change to my plan was made early April. I have called comcast xfinity many times. I'm told a manager will call me back. I'm not given a time or date or when that will happen. I have chatted with comcast 5-6 times and never hear back.I received a note from xfinity stating there was an error with my bill, however nothing was adjusted.The change was not approved by me. Pls credit my bill to the original agreed amount of ***** per month plus a credit for the many hours of holding on the phone with no manager available. Terrible customer service.

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ********* *********
              *************************************
              *********, MI 48197
  
              Case Number:              23350446
              Date of Notice:             May 19, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ********* **********
  
  On November 12, 2024, Ms. ********* consented via the Interactive Voice Response (IVR) to a 12-month promotional offer for Connect Internet at a promotional rate with Internet equipment at no charge. The promotional offer was effective from November 12, 2024, through November 11, 2025, at which time, the retail rates will apply. Additional services, equipment charges, taxes, and fees are not included as part of the pricing and are subject to change. The account also received a monthly discount for enrollment in both automatic payments and paperless billing.
  
  On March 15, 2025, Ms. ********* consented via ************************ to a 12-month promotional offer for Connect More Internet at a promotional rate. The promotional rate is effective from March 16, 2025, through April 11, 2026, at which time, the retail rate will apply. Additional services, equipment charges, taxes, and fees are not included in the package pricing and are subject to change. Additionally, the account receives a monthly discount for enrollment in both automatic payments and paperless billing. Due to a system error, this offer was not applied to the account. On April 3, ******** error was corrected, and the promotional offer was applied with an effective date of March 16, 2025. This change is reflected on the April 8, 2025 billing statement.
  
  On May 12, 2025, Ms. ********* spoke with an Xfinity supervisor, during which time two credits were applied to the account. These credits will be reflected on the June 8, *************************** ********* was presented with available promotional packages to lower the monthly rate and made no account changes at that time. Ms. ********* then requested to escalate the matter. A member from the Xfinity management team called Ms. ********* on May 12 and May 14, 2025, however,contact was unsuccessful. A voicemail was left for Ms. **********
  
  I made several attempts to contact Ms. ********** Unfortunately, all contact attempts were unsuccessful. Contact with Ms. ********* is necessary for further assistance with this matter.
  
  Should you or ************ have any questions or concerns, please contact me at ***************
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 05/30/2025

  [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: 23350446
  
  I am rejecting this response because: it makes no logical sense and lacks detail of charges. this is more of the same dishonest pattern. 
  

  How much are the charges and the credit? No messages were left or phone numbers to contact the business. Again/same dynamic. No available supervisors or direct lines to call back. 

  The changes in March and ***** were a system error as you mentioned however the plan hasn't been reversed. My account still reads ******.
  

  You don't need to speak with me to fix this. I've called 10 times re the matter and never heard from a manager when they promise to call back.
  

  the account should read ***** per month and back to the original plan without the 'year sign on requirement '  which is what was agreed to prior to March. 
  

  Have the late charges (caused by your error been erased)?

  Have I been credited enough to result in a ***** charge for ***** and May?

  How much will xfinitt give in credit to their massive error and Hours of my time wasted

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

  
  

  Customer Answer

  Date: 06/05/2025

  I've attempted to call the representative who has the number and name listed above. I've left a message. No response. 
  

  The response above is vague, doesn't indicate my plan will be reversed due to xfinity issues or what the total credit will be.

   

  plan should be ***** a month, all late fees reversed, and a credit for anything above that for April *** and june

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ********* *********
              *************************************
              *********, MI 48197
  
              Case Number:              ******** - Rebuttal
              Date of Notice:             June 9, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced rebuttal submitted to your office by ********* *********.
  
  Upon receipt of this rebuttal, a review of the account was completed, and our original findings, as outlined in the response dated May 29, 2025, remain unchanged.
  
  On June 12, 2025, an Executive Customer Relations supervisor spoke with Ms. ********* regarding her concerns. As a courtesy, the Connect More Internet offer will remain in effect through April 11, 2026, and on June 12, 2025, a one-time credit to discount the services billed from April 2025 through June 2025 was applied to the account. Additionally,a one-time credit to waive two late fees was applied on June 13, 2025. These credits will be reflected on the July 8, 2025, billing statement. Further, a monthly courtesy credit will be posted to the account on the 8th of each month from July 8, 2025, through November 8, 2025, and will be reflected on the respective billing statement. ON June 12, 2025, Ms. ********* was provided the current balance on the account. Once the promotional period concludes, Ms. ********* can contact us to review available package options at that time.
  
  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.

  I accepted a promotional offer from Xfinity for a free Apple Watch, which was presented to me as a no-cost upgrade. Upon receiving the watch, I immediately activated it, as instructed. Despite this, I noticed a monthly installment charge added to my bill for the device.I contacted ********************** customer support and spoke with multiple representativeseach telling me that the watch was not showing as activated in their system. Several unsuccessful attempts were made to resolve the issue. Eventually, I was informed by another agent that because the activation was not showing as completed within 30 days, I was now responsible for the full cost of the watch, even though I had followed the activation instructions as soon as I received it.Adding to the issue, I am also being charged monthly for cellular service on the watch, which is not currently activated and which I only agreed to because I was told the watch would be free.This situation has caused frustration and financial burden. I believe I was misled by the initial offer and am now being unfairly charged for a product and service I did not consent to under the terms presented.

  Business Response

  Date: 06/03/2025

  
  June 3,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** ****
              *****************
              ***********, AR 72204
  
                  Case Number:      23350002
              Date of Notice: May 19, 2025
  
  To: Better Business Bureau
  
  This letter is in response to the above-referenced complaint submitted to your office by Better Business Bureau by ******** ****.
  
  Regarding the smartwatch promotional offer not reflecting. On March 15, 2025, ******** **** purchased an Apple Watch SE with a 24-month device payment plan. At the time of order, Xfinity Rewards members could qualify for $300 off the purchase of a smartwatch, provided they satisfy certain eligibility requirements. To qualify, customers must take part in the ********************** Rewards program in the Silver,Gold, Diamond, or Platinum tier, redeem the Xfinity Rewards offer, purchase an eligible smartwatch with a device payment plan, activate the smartwatch within 30 days of order, and provide the Xfinity Rewards offer code at the time of order.
  
  ******** **** did not satisfy the promotional requirements because the watch was not activated within 30 days of purchase, causing the monthly device payments.
  
  The monthly bill charges for the smartwatch line include the monthly device payment and the smartwatch line fee. The charges are valid and the refund request has respectfully been denied.
  
  Regarding the return request. Our records indicate that the Apple Watch SE was purchased on March 15, 2025, on March 16, 2025, the device was shipped and delivered on March 18, 2025.
  
  Customers have 14 days from the day the device ships to process a return or exchange.There is no record of the device being returned before the 14-day return time frame, causing the return request to be denied.
  
  The Xfinity Mobile Regulatory specialist made multiple attempts to contact ******** **** via telephone and email, which were unsuccessful.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ********* *.
  XM Executive Resolutions
  ********************************

• Initial Complaint

  Date:05/19/2025

  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 have 2 issues. I have contacted customer service over 40+ for both issues. frequently disconnected because employees don't want to deal with it.1. I ordered security equipment through Xfinity. Equipment took too long to receive and took back to store 10 days after receiving it in July of 2024. I didn't realize they were still charging me for equipment and service for 8 months until i changed my tv plan at which time they charged me for remaining installments for equipment that was never installed and returned to store in July of 2024. After multiple attempts over several months I have not received a credit.2. Service issues with cable tv. Constant pixilating and freezing of picture and sound. Tech came out and still unresolved.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *******
  
              Carnation WA 98014
  
              Case Number:              23349781
              Date of Notice:             May 19, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******* regarding Xfinity Home service.
  
  On May 20, 2025, I called and spoke with Ms. ******* ******* regarding a billing concern. Per our review, effective July 11, 2024, Xfinity Home self-protection services were applied to the account for a monthly cost, and also included the following: an Xfinity Indoor camera, which was broken down into 24 monthly installments per month, three outdoor cameras, which were broken down into a monthly amount, for 24 monthly installments, a Home Video Doorbell was also applied and broken down into 24 monthly installments per month and an equipment pack of three door and window sensors, and each broken down into 24 monthly installments. Please note, all peripheral security equipment, such as cameras, sensors, thermostats, and outlet controllers are considered customer owed equipment. As per the ********************** Customer Commitment, the account is credited when equipment is received.
  
  Ms. ******* explained that on July 26, 2024, she returned the Xfinity Home Equipment to the Xfinity Store located at **************************************. No credit or receipt was provided for the equipment at this time.
  
  Effective February 2, 2025, Ms. ******* removed Xfinity Smart Home (formerly known as Xfinity Home Self Protection). The remainder of the installment charges for months 9-24 were applied at that time for the Xfinity Indoor Camera, three outdoor cameras, the Video Doorbell as well as the remainder balance of the two equipment packs.  
  
  On May 20, 2025, I explained to Ms. ******* I had reviewed the account and was not able to verify the equipment was returned, as no notations appeared within her account. I further advised that as per policy, proof of return would have to be provided to further assist with the charges. For this reason, on May 20, 2025, I advised Ms. ******* that any credits for this equipment would be denied at this time. However, I also reached out to the store in question on her behalf to further assist with this concern. On May 22, 2025, I emailed the Xfinity store and on June 10, 2025, the store employee working this case provided an update, where it was determined that the store management had further denied the credit due to no proof of return during the period in question.
  
  Additionally,on June 1, 2025, Comcast completed a service call at Ms. ******** location. The service technician resolved the picture freezing and tiling issue by replacing a defective set-top box. On June 2, 2025, a corporate specialist spoke with ********** and verified services are working with no issues.
  
  Please be advised that the billing on this account is accurate. On April 23, 2025, two courtesy credits were applied for service concerns and reflected on the May 21, 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 a resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  
  Sincerely,
  
  
  ******
  Xfinity Home
  SR Lead Tech