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

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:06/12/2025

  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 mom passed away, i am changing over all the utility services to my name - i cancelled and re did new service --this is been going on for 3 months - Xfinity keeps changing my bill and services to things that I didn't even ask -- I cannot get someone on the line when i ask for a call center in the ************* - i keep getting told that is impossible and get transferred to another person or **** that cannot either speak English or cannot resolve my issue of my bill/services - after they transfer me i sit on hold for an hour and then they hang up on me

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** ******
  ********************************************************************************
  
  Case Number:23461873
  Date of Notice:June 12, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ******** ****** regarding Xfinity service.
  
  On June 18, 2025, I spoke with Ms. ****** and confirmed she is currently subscribed to a 36-month transitional promotional discount for the Gigabit Internet package, which includes: Gigabit Internet. This package was effective June 13, 2025 through June 30, 2027. Effective July 1, 2027, the package will and will increase to a promotional discount through June 30, 2028, after which time, retail rates will be applied. Additional services and modem are not included in the package price. The account also receives a monthly self-service discount with enrollment in both automatic payments and paperless billing. Should either self-service option be removed the discount will no longer apply. This package was consented to via text message on June 12, 2025. I reviewed the previous billing on the account, there is no record that Ms. ******* bill was changed without consent.
  
  With respect to the monthly cost of an Xfi Complete Wireless Gateway versus a modem, our records indicate between January 10, 2025 to June 13, 2025, the account was billed for an xFi Complete Wireless Gateway. The Xfi Complete Wireless Gateway was consented to be added on January 9, 2025, via email. The Xfi Complete Wireless Gateway was consented to be removed on June 12, 2025, via text message. 
  
  On June 18, 2025, I spoke with Ms. ****** regarding a billing-related concern. I applied a credit to the account on June 18, 2025, for the difference in price between the dates above for the equipment, as a courtesy. This credit will reflect on the July 1, 2025, billing statement. Refunds are not issued on active accounts.
  
  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,
  
  
  ****** *.
  Elite Customer Experience
  
  

• Initial Complaint

  Date:06/12/2025

  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.

  In the month of March we were experiencing major digital breakup on all stations. We did everything on our end to correct this issue to no avail. I contacted Comcast and they sent a technician by the name of ******* and he checked everything inside and found nothing there but he felt our box was old and that the fan sounded as if it had stopped working so he switched out our box. After going outside he noticed water had gotten into the coax cable and had to cut those out & a splitter which he replaced with new heads that would wick up water. I get my bill that shows a $100 charge and to my knowledge anything outside my home is on Comcast, so I contact someone through Comcast site and was told it would be credited back. I go to pay my bill and needless to say my account showed we owed nothing which I knew was incorrect so I go to check on it the next day and nothing was credited. So, I try again this time I was given a confirmation number this time but I can't seem to locate but should be on the account notes and I'd like it credited back to my account. Since I'm at it I would also like to talk with someone about lowering my bill since it's about $330.00 a month. Also, why am I being charged for our box when it use to be 1st box was free since you need it to watch any station paid for but anymore there was a charge per box. If ******* *. Executive Customer Relations ************** is still working for you, I would love to speak with him since he was a great help in the past. Thanks, ************** ***** Customers for over *****.

  Business Response

  Date: 06/17/2025

  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:         ******* *****
                *******************
  ****************
  
                    Case Number:                           23461348
                Date of Notice:                 June 12, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *****, an authorized user on the account.
  
  Upon receipt of this complaint, an investigation was carried out. On March 19, 2025, a service visit was completed and coded as customer education. Subsequently, on March 20, 2025,a service visit charge was assessed, and reflected on the April 16, 2025,billing statement.
  
  On June 16, 2025, a credit was applied to the account for the service visit charge. This credit is reflected on the June 16, 2025, billing statement.
  
  With respect to her billing concerns, records reflect on February 17, 2022, ******* *****  accepted a contractual agreement for the Super Plus More Triple Play, which includes Limited Basic, Expanded Basic, Digital Preferred, MGM+, Max, Paramount+ with Showtime, TMC, More Sports & Entertainment,HD, Premium ******************** Standard HD Plan, Gigabit Plus Internet, and Xfinity Voice Unlimited. The duration and pricing are as follows: The price is a promotional rate effective February 18, 2022, through February 24, 2024.Effective February 25, 2024, the price increases to a new promotional rate.Effective February 25, 2025, retail rates apply. Additional services,equipment, taxes, and fees are not included in the price and are subject to change. This package does not include a cable box, and no current cable packages include a cable box.
  
  On June 16, 2025, I spoke with ******* ***** to review the above and to discuss her concerns with her.During our conversation, we discussed downgrade options to reduce her bill and discussed a purchased modem versus a leased Comcast modem. During our conversation, ******* ***** removed Cinemax.
  
  I apologize for any inconvenience that may have been experienced, while attempting to resolve this matter. I trust that this letter provides your office with the information required for a resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Delivery 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 received a phone call from Xfinity Mobile (******* *****) on March 19th saying I was going to receive an iPhone 16 Pro MAX. I assured him that I did not order it, He said "It was an error and to call him on receipt of it". I received it, called him, and at his direction printed a return label, attached it to the unopened package, dropped it off at the local *** store, and received a receipt (I have the tracking info to prove it was delivered on March 20) ******* called me and told me it was received and would be taken off my bill. It was not and after multiple calls and assurances that it would be removed, my account has been charged the last two months and is set for another payment in June. I just received an E-mail (referencing ticket #ECM0014116866) from Xfinity stating that it was delivered to me and no record of reporting the issue within 10 days, so that the claim was denied and I am responsible for the device payment to the tune of $100+ per month.I don't have the phone, I sent it back in good faith per instructions of the Xfinity representative, therefore, I would like the charges removed from my bill and be reimbursed for the charges already made since April.

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
   
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:****** ********
  **************************************************>*****************
  
  Case Number:23460986
  Date of Notice:June 12, 2025
  
  Dear Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******** regarding Xfinity Mobile service. 
  
  Regarding the Xfinity Mobile device and service, we confirmed that an iPhone 16 Pro Max was purchased on Mr. ********* account on March 14, 2025. The device was shipped on March 15, 2025, and delivered on March 20, 2025, to the service address. A new order for an iPhone 16 Pro Max was processed on March 23, 2025. That order was canceled, but Mr. ******** was still billed for the device payments. Mr. ******** provided a tracking number and was advised to send the device back to **********************, which verified that the device was shipped via *** to a New Jersey address not affiliated with Xfinity Mobile. Mr. ******** was billed for the devices and the service on his Xfinity Mobile account.
  
  After further investigation, Xfinity Mobile agreed to accelerate the payment of the two iPhone 16 Pro Max devices. Mr. ******** understands that no refund will be issued because this issue is due to a scam, not caused by us, but it impacted his account. As a courtesy, we also agreed to credit the account for the device payments on the June 4, 2025, and July 4, 2025, billing statements. The credit for the device balances was applied to the account on June 23, 2025, and will appear on the July 4, 2025, invoice. The credit for the device payments was also applied on June 23, 2025, and will be reflected on the June 4, 2025, bill. I provided this information to Mr. ******** on June 23, 2025. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Salinthia S.
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 07/01/2025

  Awaiting next billing cycle to be sure the complaint is resolved 

• Initial Complaint

  Date:06/12/2025

  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.

  Yeah, Ive been with Xfinity Mobile going on three years and Ive had the same phone for three years. I have paid it off and now theyre tryingto tell me I cant get a new phone because I have zero credit in my account and I just need a new phone because I hear on this phone and the phone dont ring and plus Ive had it for three years and theyre gonna tell me That I cant have a new phone and Ive been with them for three years

  Business Response

  Date: 06/27/2025

  
  June 27, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ****** ******
           **********************
           *****, ** 24054
  
           Case Number: 23460169
           Date of Notice: June 12, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  I confirmed that Ms. ****** established Xfinity Mobile services on November 24, 2021, and currently has three active lines.
  
  When a new Xfinity Mobile customer subscribes to ********************************************* for at least six months, an internal liability check determines the customers device payment plan (DPP) and total line eligibility. Internal liability check results are based on the tenure, billing history, and payment behavior on the customers core ********************** services account.
  
  If a customer is not eligible for the number of lines or DPPs they need, they can opt in to a credit screening by adding the lines or devices they are interested in receiving. This will prompt an external credit check.
  
  Only the account holder can authorize a credit screening. All credit inquiries performed by Xfinity are soft inquiries, also known as soft credit checks or soft credit pulls. This means Xfinity is checking the customers credit report, but not in connection with a specific application for credit, like a loan application.
  
  A credit screening may determine a customers ********************** line and DPP eligibility, including if any down payment is required to purchase devices. Credit screening results will only override internal liability check results if the credit screening qualifies the customer for more DPPs and total lines. Only one credit screening can be performed on an Xfinity Mobile account. When a prospective customer undergoes a credit screening but does not complete an Xfinity Mobile purchase, their credit screening results remain on file for up to 60 days. Late payments will impact credit check results.
  
  On June 13, 2025, I spoke with Ms. ****** and explained, at this time, she is not eligible to add any additional lines or purchase a device on a device payment plan.
  
  Ms. ****** did not allow me to finish speaking and released the call. I confirm that Ms. ****** has Xfinity Mobile Care on her Apple iPhone 13, 128 GB Pink and Apple iPhone 13, 128 GB Midnight and if she has issues with the devices not working, she can file a claim with Assurant. 
  
  Information about coverage can be found at ******************************************************************************. And to file a claim, Ms. ****** can go to **************************************************;
  
  I sent Ms. ****** an email explaining the above information about coverage. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Okay so on may 6 & 8th I made a purchase for 3 iPhone 14s and I paid $282.71 as an activation fee for the trade in that we were supposed to submit. So everything was fine but ****** who Im going to file a separate complaint with based off this experience, couldnt deliver my package correctly. Every single day they tried to deliver my package while I was at work. I called them asking to have it delivered to a facility for pick up theyd say ok sending me confirmations and everything but Id go to pick it up and it wouldnt be there. Id have another missed delivery sticker on my door. So Id call and ask for a later delivery so I could be home for the package but the delivery driver wouldnt listen to the request that was put into the system. This went on for an entire week of me calling both Xfinity and ***** trying to have my package delivered correctly to no avail. I even had someone at my house on the Friday before I cancelled the order but they never even attempted to deliver the package that day but on the website it said we missed delivery again. So I canceled the orders. And the phones were sent back to Xfinity. (Or so I thought). Only two of the three phones were sent back apparently. So that Sunday comes and one of the phones were delivered. We opened the packaging box and saw the box for an iPhone. Didnt think anything of it but it was my girlfriends sisters phone that was delivered so Wednesday was the day she came over to get her phone but when she opened the iPhone box the phone wasnt in there. So we contacted Xfinity and they told us to file a police report. So thats what we did and sent it to them. Now Ive been contacting Xfinity almost everyday for the past 4 weeks asking when my refund will come and they keep saying either in a week once we process the return. Or 1-2 days. I can understand it being a hold for the 1 phone that was stolen by ***** but for us to have to wait 4 weeks for the refund of the two phones that were returned is crazy.

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  BBB of ********************* & ********************
  *****************************************************************************
  ************, ** 1910
  
  Re:         ****** ********
  **********************
  Apartment 627
  ********************
  
  FCC IC File Number:                                 23458792
  Response Type:                                NOIC-Notice of Informal Complaint
  Date of Notice:                                 June 12, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ********.
  
  On May ******, Mr. ******** purchased two Apple iPhone 14 devices with a ******** device payment plan (DPP) and Xfinity Mobile Care (XMC). After multiple delivery attempts, on May 19, 2025, the Apple iPhone 14 (IMEI ending in 5577) and (IMEI ending in 2339) were returned Xfinity Mobile, which shows delivered on May 23, 2025. On June 6, 2025, an escalation ticket was created for the delay in the refunds for the returned devices. On June 17, 2025, the ticket was approved,the two Apple iPhone 14 devices were removed from the account, and two $94.23 refunds were processed to the payment method on file. Please allow 1-3 business days for the funds to reflect on the payment method.
  
  On May 8, 2025, Mr. ******** purchased an Apple iPhone 14 (IMEI ending in 0598) with a 24-month DPP and *** was purchased. On May 19, 2025, the package was delivered to the service address.On May 21, 2025, *********** reported receiving an empty box from *****. On June 13, 2025, the supplied police report was uploaded to the escalation ticket. On June 17, 2025,the ***** claim was approved, the Apple iPhone 14 was removed from the account,and a $94.23 refund was processed to the payment method on file. Please allow 1-3 business days for the funds to reflect on the payment method. 
  
  On June ******, as a courtesy, a $136.00 credit was applied to the billing cycle May 9th through June 8, 2025. On June 9, 2025, as a courtesy, two $10.00 and two $20.00 credits were applied to the billing cycle May 9th through June ******.
  
  On June 13th,16th, and 20th, of 2025, a Xfinity Mobile Executive Resolution specialist called Mr. ******** to explain the above information.Unfortunately, all contact attempts were unsuccessful. The Xfinity Mobile Executive Resolution specialist left messages and emails with direct contact information.
  
  We are providing a copy of this letter to Mr. ******** so that Mr. ******** can contact us with any additional questions or concerns.
  
  Sincerely,
  
  
  ******** *.
  Xfinity Mobile Executive Resolutions
  ********************************
  
  cc:          ****** ********

  Customer Answer

  Date: 06/26/2025

  [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: 23458792
  
  I am rejecting this response because:

  the Credits that were added to my account are only for ********************** phones. I cant transfer them to internet. I dont plan on getting new phones with Xfinity or keeping the one phone that I do still have active with Xfinity. Im only keeping the one I currently have with you guys because it gives me a discount with internet and I only pay 5 bucks for the phone itself. After this whole ordeal of waiting a month plus for my refund and not getting any valid updates after constantly speaking with *** after *** I feel like I should be getting something of use. The credits that were added to my account wont do anything for me going forward. If possible could the credits that I currently have be transferred to the internet side so that I could actually have some use for it? If not then I dont have anything for all the trauma and helplessness I went through. For almost 6 weeks I went without about 300 dollars when I was about to go on a trip out of town. Thats money that could have been used for anything there. But instead you guys had it sitting in limbo while you already received the phones and the police ***ort for the stolen phone. I had to go to the better business bureau just to start seeing actions being made, if I didnt I probably still wouldnt have my refund.

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

  
  

  Business Response

  Date: 07/01/2025

  
  July 1, 2025
  
  
  BBB of ******************* & ********************
  *************************************************
  Philadelphia, PA 19103
  
  Re:****** ********
  **********************
  Apartment 627
  ********************
  
  Case Number:23458792
  Date of Notice:June 26, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal submitted to the Better Business Bureau by ****** ******** regarding Xfinity Mobile service.
  
  On June 27, 2025, I spoke with ****** ******** regarding the returned Apple iPhone 14 devices and the stolen Apple iPhone 14, as well as the credits applied on June 5, 2025, and June 9, 2025, to the billing cycle from May 9 through June 8, 2025. The mobile account reflects a credit balance for the current billing cycle, June 9 through July 8, 2025.
  
  The Xfinity Mobile account and the ******************** account are within separate billing systems. Any mobile credit balance cannot be transferred to the internet account.
    
  On June 27, 2025, as a courtesy, a credit was applied to the ******** ************ IMEI ending in 8169, for the remaining device payment plan balance for the billing cycle from June 9 through July 8, 2025. On June 27, 2025, as a courtesy, a credit was applied to the Comcast internet account, which was reflected on the July 1, 2025, statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
    
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************
   
  Sincerely,
  
  
  ******** *.
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 07/02/2025

  [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. Still wish the company could have done more for the prolonged inconveniences i experience though.
  
  Regards,
  
  ****** ********
  
  

• Initial Complaint

  Date:06/12/2025

  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 have tv, internet, & phone service the Comcast- Xfinity. I have been without TV services since June 7th. It took over an hour to contact someone on a chat line. It took 45 minutes for them to trouble should all items that I did. I told the *** from the beginning the cable box was bad. (problem was it would reboot to hello and then shut off) It was determined that the equipment that I have be renting monthly for years is outdated The *** wanted me to pay $29.95 to have ***lacements shipped to me. In order to get the fee waived I had to sign a contract paying for 4 boxes, or pay $100 for service to ***lace their obsolete boxes that I was renting. That fee couldnt be waived. Comcast should have ***laced the boxes before they became obsolete. You dont drive tires until they are so bald that they blow out. It's a constant issue that services go out and I request credits. I am told to call back after the service goes back on. This equipment should have been ***laced years ago to prevent this issue.When I did I was offered pennies for the hours the service was off. They take my service and are able to buy it by the hour . I have to pay by the month. I pay for the WHOLE month and never receive it. I am still waiting for ***lacement boxes that after on hold for over 2 hours I was told it would be delivered tomorrow. When I asked for a tracking number they were unable to provide it. I have my granddaughter over for the week because summer recess just started It has been a nightmare without TV. It took me 3 days to contact a Live person. Their phone system is the worse. AI hangs up on you if you don't answer a question the way it wants. This issue is causing me an immense amount of aggravation stress as well as dealing with family members. I request a full month of refund at this point and more if I don't get my TV service. Maybe I have to change providers to **** since they will come to my home at no change in one day and have all services working for less $$$$$

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** Jaffe 
  *************************;
  ******************
  
  Case Number:23457654
  Date of Notice:June 13, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ***** regarding Xfinity service.
  
  Our records indicate that on June 7, 2025, Mr. ***** spoke with an Xfinity representative regarding a service issue, at which time, it was determined that the accounts TV Box was outdated and obsolete. During the interaction, Mr. ***** was advised that a Getting Started Kit would be shipped to the residence containing a replacement TV Box. However, due t an error, this order was not completed, and the TV Boxes were not shipped. Therefore, the account was not billed a shipping fee. Even though the account was not billed a shipping fee, a credit was applied on June 8, 2025, to waive the cost of a shipping fee for an expedited Getting Started Kit. The credit was reflected on the June 17, 2025 billing statement. 
  
  On June 13, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the obsolete TV Box. On June 16, 2025, I communicated with Mr. ****** via email and verified that services are working correctly.
  
  On June 18, 2025, I applied a credit for the service issues. This credit will reflect on the July 17, 2025 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Regards,
  
  
  ******* *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 06/29/2025

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

• Initial Complaint

  Date:06/11/2025

  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 made the transaction on June 4 9 PM Central Time. I have two accounts for ********************** but, I'm only using one! I made a mistake and paid my bill to the wrong address as I don't live there no more and, was told I could get a refund because, I tried to pay online for address ******************************************************************* and the payment went to *************************************** and, I have told them to cancel that account to 2333 Apt *********************** and they didn't. I'm not there anymore and I don't have $45.00 to just give away! PLEASE HELP

  Business Response

  Date: 06/27/2025

  
  June 27, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *******
              ****************************************************************************
              *******, IL 60612
  
              Case Number:              23458005
              Date of Notice:             June 12, 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 ******* Johnsons prepaid account ending in 8139 was in a disconnected status prior to June 3, 2025. However, a payment received on June 3, 2025, reactivated the prepaid account.
  
  On June *******, the prepaid account was disconnected.
  
  On June *******, I spoke with ******* ******* regarding his billing-related concerns. I explained the above information. I applied a credit to ******* Johnsons current residential account ending in 3684. The credit is reflected on the June 23, 2025 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations

• Initial Complaint

  Date:06/11/2025

  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.

  Complaint Against Xfinity ***************************** Cancellation I am filing this complaint to report what I believe to be fraudulent billing practices by Xfinity. I canceled my Xfinity services effective immediately on May 14th, and received an official cancellation confirmation email (attached). Despite this, Xfinity has continued to charge me for services I am no longer using.Specifically:On May 29th, Xfinity auto-drafted $69 from my account.I have since received notice of an upcoming charge of $79 scheduled for June 28th, even though the account should have been closed.I have contacted Xfinity multiple times via phone and chat, including on May 14th, May 15th, May 29th, June 5th, and June 11th, to resolve this issue. Each time, I was assured it was being handled. On June 11th, I was even sent a second cancellation confirmationidentical to the original one from May 14thyet the billing issue remains unresolved and the account still reflects the upcoming charge.I have now spoken with seven different Xfinity agents and spent hours trying to get this corrected. The lack of resolution and the ongoing billing activity is deeply frustrating and unacceptable.I am submitting this complaint to the BBB in hopes that it brings attention to the issue and prevents future customers from experiencing the same situation. I am requesting a full refund of all charges made after May 14th, and written confirmation that the account has been fully and permanently closed.Thank you,********* ******

  Business Response

  Date: 06/25/2025

  June 2,2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:                      Case Number:                     # ********        
  Date of Notice:             June 12, 2025  
  
  
              ********* ******
  ******************
  *************************
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ********* ******.
  
  Xfinity records show on May 16, 2025, a order to disconnect service effective May *******, was entered on the account ending 0148. On May 13, 2025, a new account, ending 1661, was set up on top of Ms.Narukas account.  On May 25, 2025, the disconnection order foe the account ending 0148 was cancelled.  On June 12, 2025, a disconnection of service order was placed on the account ending 0148, and the ******* box, along with the customer owned modem were removed from the account.  On June 12, 2025, the disconnection order was processed with a stop billing date of May 14, 2025.  On June 12, 2025. A billing adjustment was applied to the account resulting in a credit balance to be refunded.
  
  On June 12, 2025, I spoke with ********* and advised her of the aforementioned information.  I explained that a refund can take up to 4 weeks to receive once the account is finalized. I will stay in contact with Ms. ****** to ensure the refund is received.  I apologized for any inconvenience experience while attempting 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:06/11/2025

  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.

  Xfinity/Comcast needed to send a tech out because I was having connectivity issues due to their equipment. They told me there would be no charge, and, he was here for less than 5 minutes;When I received my bill, the $100 charge was on it I called multiple times, but when asking to speak to billing, I kept getting disconnected. I tried reaching out by their chat, and they told me 3 times they would adjust my bill but never did. They are infuriating to deal with and if I had another option for internet, I'd take it, but I do not. I just want my $100 credited back to me. I have easily spent 5 hours trying to get this resolved, and my time is money to me.Please help-I would be so grateful. Thank you. ******* *********

  Business Response

  Date: 06/17/2025

  
  June 17, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* *********
  *************************************
  *******************
  
  Case Number:23456627
  Date of Notice:June 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ********* regarding Xfinity service.
  
  On June 12, 2025, I spoke with Ms. ********* regarding a billing-related concern. Our records indicate that a service visit was completed on May 4, 2025, during which the technician replaced internal wiring, which resulted in a service visit charge being applied on May 6, 2025. Service visits involving customer education, customer equipment, or repair or replacement of internal wiring as part of the resolution are eligible for a service visit charge. On June 12, 2025, as a courtesy, I applied a credit for the service visit charge from May 6, 2025. This credit will reflect on the July 11, 2025, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Elite Customer Experience
  

• Initial Complaint

  Date:06/11/2025

  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.

  On March 19th I spoke to associate and order Comcast/Xfinity cable and gave a $25 deposit. Then a few days later I get a call about technician was coming out to install. He came out on a Friday and said the outside ground work was not done and will report it to his manager. He saw I had artificial turf grass and he was told that I did not want it marked up. I was told they wouldn't. They would just flag it. After that I had 2 more appointments with different installers who came out on Sunday morning and said ground work was not done. One day I come home my grass, my sidewalk are all msrked up. I called them and wss told oh, the rain would wssh it away. Last one came on Sunday afternoon was able do installation. He called his manager who stated that the gas pump was stopping them from installing my cable. So I called Xfinity and they refunded me my ,,$25 and would have someone come get their flags and clean up my grass. Soneone came get flags and did not bother to remove marks off my sidewalk or driveway. I call customer service and continue to get transferred from person to person. I live in area where home owners association is strict. Im asking for Comcast to clean my property up or replace my turf grass.

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** ******
  *************
  ********************
  
  Case Number:23456551
  Date of Notice:June 11, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding a damage claim.
  
  We initiated an investigation into her claim. Subsequent to our investigation, it was determined that no damage was caused by Comcast. Ms. ****** was directed to contact 811 and ask them to help resolve with the company who completed the mark ***** Due to the concrete right at home, Ms. ****** would have to cut the concrete to allow access. Ms. ****** also indicated she was no longer interested in new service installation.
  
  On June 20, 2025, I spoke with Ms. ****** to advise her of the above information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 06/25/2025

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