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 Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:06/11/2025

  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.

  Began using Internet Service from this company on or about 4/12/25, with a first payment due 5/9/25, using autopay to receive a $10.00 discount. On the date of first payment 5/9/25, I received a notification of returned payment and immediately paid bill using another payment method. After checking with my bank on the reason for returned payment, they are unable to find any returned payments, even though my bank account had over $100,000 at the time. On 6/9/25, received a bill with a returned payment fee of $25 and commenced chat on 6/10/25 seeking information and removal of the fee. The chat representative was very slow and only interested in trying to sell addition, unwanted services. Given these circumstances, I'm requesting removal of the $25 returned payment fee.

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ***
              *******************************************************************
  *******************
  
              Case Number:                      23456205
              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 13, 2025, I spoke with Mr. *** regarding a billing and payment-related concern. Our records indicate, Mr. *** enrolled in automatic payment on April 4, 2025, and again on June 11, 2025. An automatic payment, via checking account ending in 2468, was received from Mr. *** on May ******, and returned on May 9, 2025. Mr. *** was charged a return payment fee on May 9, 2025. Mr. *** made a one-time payment with a credit card ending in 8864 on May 9, 2025. Additionally, a one-time credit card payment using a card ending in 3591 was received from Mr. *** on May 28, 2025. The next automatic payment is scheduled for July 1, 2025.
  
  A total credit was applied on Mr. **** account, the details are as follows: outage credit applied on May 16, 2025 which reflected on the June ****** billing statement; outage credit applied on May 25, 2025 which reflected on the June 7, 2025 billing statement; and return check fee credit applied on June 13, 2025 which will reflect on the July 7, 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,
  
  
  *** *.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 06/26/2025

  [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 was charged $155 unknowingly by Comcast on 5/27/25 for a piece of equipment. I promptly contacted the company, letting them know that I'd be returning the equipment to the store the following day, and requested a refund. I was told that I'd get a refund once I returned the equipment to the store. I returned the equipment on 5/29, and the in-store employees told me they can't process refunds. So I reconnected with online support, and was told that they processed the refund and that I'd get it within 3-4 business days. 3-4 business days passed, and I reached out again. Again, I was told 3-4 business days. Again nothing. The next time I spoke with someone, I was told that refunds take 15 days to process. I was never told this from the beginning. Every single time I spoke with someone I asked for email confirmation of the refund processing and I never received email confirmation. I've done a little bit of online research and it seems like Comcast does this often, and rarely actually provides refunds.

  Business Response

  Date: 06/20/2025

  June 20,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ******
              ********************************
              ************* ** 19143
  
                Case Number:                    23455918
              Date of Notice:             June 11, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  I made several attempts to contact ********* via telephone and email. Although I was unable to reach Mr. ******* a review was completed on the account. Our records indicate On May 4, 2025, unreturned equipment charges were applied to the account. On May ******** the unreturned equipment charges were reversed.
  
  On June 4, 2025, the billing statement was generated with a credit balance, it included the unreturned equipment reversals, and it also included a loss of service credit that was applied to the account on June 4, 2025.
  
  On June 18, 2025, the ****************** confirmed via email that Mr. ****** had received an email with instructions on how to obtain his refund. It was noted that Mr. ****** chose to have the refund transferred to his bank account on June 12, 2025. 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: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.

  For the last 8 to 10 months we have had issues with both our Internet and TV services with Comcast/Xfinity, and have reported this to them via telephone calls on several occasions. The latest was around a week ago when a Service Technician came to our home, 2nd time in a month, and replaced our Internet Modem and our TV Streaming Box with a Cable Box, which was replaced a month or so earlier with a Streaming Box. When the Streaming Box was installed versus the Cable Box we had prior, we had additional problems. Our Internet problems have been off and on for the last 8 to 10 months, and our Internet Service is usually interrupted 3 or 4 times or more a day and this last a couple to a few minutes at a time and affects our Wifi as well. Again we have reported this to Comcast several times and no one has an answer to fix the issues, which know we did not have these issues when the services were first installed and for several months no problems. Is the outside cable bad and the cause of the problem, we don't know but Comcast needs to find out if this may be the cause, since we have a new Modem and Cable TV Box. Also since the new cable Box was installed about a week ago, we are having problems with the channel changing for no reason, the TV displayed a Blue Screen last Saturday, for no reason before we were going out to dinner when we turned the TV on for our dog, so I shut it off. When we came home, I turned the TV on and everything was fine again, no blue screen. We are also experiencing problems on the Internet when I try deleting some emails, and an error message displays or all my saved emails don't load, etc. It is very difficult to speak with someone at Comcast and takes a lot of time and most of the people are from another Country and sometimes there are language problems and constantly being switched from one person to another, this gets very old, so the reason for this BBB Complaint so we may get these problems fixed.

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ****** ******** ***
           *****************
           *****************
  
           Case Number: 23455655
           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 18, 2025, a service visit was scheduled where a technician investigated the service issue and referred the matter to Comcast's Maintenance team where they corrected the service issue by replacing a defective connector and tap. On June 20, 2025, the service technician visited Mr. ********** location and corrected the service issue by replacing the TV Box. On June 20, 2025, I spoke with Mr. ******** and confirmed services were working normally.
  
  On June 20, 2025, I applied a credit for the service issues. This credit will reflect on the June 26, 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,
  
  
  **** *.
  Executive Customer Relations

  Customer Answer

  Date: 06/26/2025

  [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,
  
  ****** ******** Jr
  
  

• 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 received a phone from Xfinity Mobile. When the ***resentative added my iphone 15 pro max she did not offer and did not add insurance on the line. My phone was recently damaged 6/8/25 and I contacted a *** 6/9 to advise my issue. My daughter had slobbed on the phone bc she is teething while I was in the shower and now I cannot see my screen. I am in a situation where I need my phone. BC I have had the phone for over a year I am not eligible for apple care, and I cannot get insurance added. I called the first day and spoke to a *** who told me that he would submit a ticket and it would be escalated and they would respond to me w/in 7 business days... I happened to call to check 6/11/25 to be told the ticket was closed, no one told me anything and had I not called I would still be waiting, and my options were to wait w/out a phone until Juneteenth where Insurance can then be added or I can pay the phone outright, or they can add another line and I can buy another phone. All instances are unfair. Meanwhile I will be charged for two lines-- one of which I cannot use... and be responsible for paying that bill. This is horrible customer service!

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:**** ********
  ************************************************************************************
  
  Case Number: 23455241
  Date of Notice:June 11, 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 that on April 7, 2025, Ms. ******** initiated Xfinity Mobile service with the purchase of an Apple iPhone 15 Pro Max. 
  
  At the time of purchase, Ms. ******** did not add Xfinity Mobile Care (XMC) to her device. Per *********************** policy, XMC can be added at the time of purchase, within ************************* during an open enrollment period. Enrolling after purchase or activation requires the device to pass a visual mechanical inspection.
  
  On June 11, 2025, an Xfinity Mobile Care specialist provided Ms. ******** with available replacement options. 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,
  
  
  ******* *.
  Xfinity Mobile Executive Resolutions

  Customer Answer

  Date: 06/19/2025

  I cannot be contacted bc again my phone is broken. I am paying for a service that I cannot use and when I purchased the phone the mobile care was not added. Not to mention Xfinity is closed today and I can not add mobile care like I was told so I was lied to again!

• 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.

  I contacted Xfinity in March 2025 about my service and bill. They adjusted my monthly bill (see email confirmation and account change pulled from Xfinity account). Not once since the change has my bill reflected the agreed upon monthly charges. I have contacted them several times about this and it is still not resolved. Apparently no one in customer service/billing can fix it as it requires the attention of someone in a different department that they cannot connect me to. I am always told someone will call me back and have not received any call backs. I have continued to be billed for a much higher monthly amount and forced to pay so my services wont get shut off. I need my monthly charges to be corrected to $222.03 per the agreement in March and I need a refund of the amounts that i have paid over since then from my billing being incorrect

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ****
  *****************************************
  
  Case Number:      23454744
                  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 ***** **** regarding her billing-related concern.Records reflect on March 9, 2025, ***** **** consented via text to disconnect phone service and add a promotion for ********** and Gigabit Extra on a 24-months contract effective March 22, 2025, to expire April 9, 2027. I explained monthly rate does not include taxes, equipment and fees. On June *******, I repackaged Ms. **** to ********** and Fast internet and xFi complete on a 24-months contract effective June 12, 2025, set to expire July 9, 2027. The monthly rate does not include taxes, equipment and fees and has a term agreement effective June 12, 2025, to expire June 12, 2027. The account is eligible for a self-service discount for enrollment into ******* bank payments (ACH)and paperless billing. If either Eco-Bill paperless or automatic payments are subsequently cancelled, the monthly ************ discount will be removed automatically.
  
  I provided Ms. **** with her current balance due that included an unpaid balance that was due by June 4, 2025. I explained that the account was billed **** overage charge on May 7, 2025, for April **** overage, that was credited as a courtesy on May 7, 2025, and reflected on June 6, 2025, bill statement. The account was billed on June 7, 2025, for ******** overage, which will be reflected on July 6, 2025, bill statement. Ms. **** was made aware the account is now enrolled in *** complete monthly effective June 12, 2025 to expire July 9, 2027 to avoid the additional overage charges. With respects to the overpayment concern, I explained to Ms. **** we have no record of an overpayment on the account. The refund is not warranted as no credit balance on the account for a refund. I apologize for any inconvenience that may have been caused 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 **************.
  
  
  ****** *** S.
  Executive Customer Relations

• 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.

  On April 10th we noticed that we lost internet connection- I went through the steps on my Xfinity app for troubleshooting. It just keep telling me to restart my router over and over again. After 3 days of this the automated system finally let me set an appointment to have someone come out. The day of the appointment no one showed up. I went through the steps again- automated system said I needed a new router. Waited for the router for over 2 weeks, plug it in and still no internet. Go through the chat bot again because you cant actually speak to a human to set an appointment- day of the appointment no show. I did this for nearly two months- scheduling and then having the appointment cancel or no show. Finally get a human to call me by threating to cancel my service and get told someone will be out the next day. Guy comes out and says he cant do anything because its a main communication line issue and he just handles house stuff. He opens a ticket, tells me he put in for a bill credit for the two months we didnt have service and leaves. Next guy comes out, says he put in a credit for the missed service as well and fixes the main line. I texted with an agent and was assured that the bill credit was being processed. No bill credit was ever given for the TWO months of no service or wasting my time waiting around for someone to fix main communication lines. I was a Xfinity customer for over 15 years- never again! Asking me to pay $177 a month for no service is outrageous!

  Business Response

  Date: 06/18/2025

  
  June 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:******** ******
  **************************************************************************
  
  Case Number:23453954
  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 May 28, 2025, a service visit was scheduled during which the technician identified an external issue and referred it to the Xfinity Maintenance Team. The maintenance team completed their work on the same day, disconnecting a drop line to a residence that did not have an active subscription but was causing feedback on the network. The technician also balanced the signal. On June 12, 2025, I spoke with Ms. ******** ****** and verified that the services were working correctly.
  
  On June 13, 2025, I applied credits to the account for two months of service issues and to waive a late fee. The credits will appear on the July 3, 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,
  
  
  ***** *.
  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.

  On May 11th and June 11th, I received notifications of unauthorized charges for a ******* subscription service as shown in my supporting documents. After calling my bank to dispute these charges, the bank's claims department directed me to contact the merchant in question. However, their customer service department is impossible to contact. Their phone number to contact them is not working and instead, I received a prerecorded message directing me to use the website. However, in order to find their contact information online, I had to make a ******* account which is unreasonable and should be publicly available. Lastly, once I found their customer support email and explained the situation on May 12th the day following the first incident of fraudulent charges, I have not received a response. I would like an investigation on the ******* account using my debit card information, as well as a call from the company explaining the situation, as well as a refund.

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:      Case Number:                     23453255
                 Date of Notice:             June 11, 2025
  
              ****** *******
  IL 60632
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******* regarding Xfinity service.
  
  I made several attempts to contact ****** ******* via telephone and email. Although I was unable to reach ***************************, a review was completed on the account. Our records indicate that ****** ******* subscribed to the Internet Essential internet at a monthly rate effective May 4, 2025. On May 13, 2025, ****** ******* enrolled into automatic payment with a ********** ending in 4816.
  
  On May 26, 2025, a bill generated covering a partial charges covering May 4, 2025, to May 29, 2025, services from May 30, 2025, to June 29, 2025, with a due date of June 21, 2025. We are scheduled to draft the balance on June 21, 2025, via the MasterCard ending in 4816. We have no record of a payment posting to the account as of yet. ****** ******* will need to reach out to their bank institution to dispute the charge in question. We have no refund due to the account since the account has an accurate balance to be paid.
  
  To resolve this matter, contact with ****** ******* 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:06/10/2025

  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 sign up for affordable Internet they have mange to change my bill several times this time as high as 183 the bill went from 73 dollars to 283 they keep giving these ***** excuses like ******* went to 25 a month that's a lie, it's only 8.99; then they say we ordered stuff we didn't we just want our money back now and we will take our business some where else these people are crooks.they need to be stopped now.

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
   
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:******* ******
  ****************************************************************************************
  
  Case Number:23452477 
  Date of Notice:June 11, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity service.
  
  I made several attempts to contact Mr. ****** via telephone and email. Although I was unable to reach Mr. ******* a review was completed on account. 
  
  Our records indicate Mr. ****** was previously subscribed to Fast Internet, NOW TV, and xFi Complete. Mr. ****** received 24-month promotional discounts for Fast Internet and xFi Complete. The promotions were to expire on July 4, 2025. The package rate included a self-service discount for automatic payments with a credit/debit card and paperless billing. Additional services, equipment, taxes and fees were not included in package pricing. Mr. ****** was also subscribed to Max with Ads, Hulu with Ads, Discovery+, History Vault, ***************************** and TumbleBooks TV.
  
  On March 20, 2025, Mr. ****** consented to remove History Vault, TumbleBooks and ******************* from the account. On March 24, 2025, Mr. ****** removed Max with Ads. The downgrades were reflected on the April 1, 2025, billing statement. All streaming platforms and Xfinity on ****** subscriptions were added through the leased cable equipment.
  
  On April 2, 2025, Mr. ****** accepted a 24-month promotion for Gigabit Internet which includes a 12-month term agreement, effective from April 2, 2025 through April 2, 2026. The promotional rate is effective from April 2, 2025, through April 4, 2027, after which the standard retail rate will apply. Mr. ****** also subscribed to NOW TV and received a self-service discount. Additional services, equipment, taxes, and fees are not included in the package price. The new rate was reflected on the May 1, 2025, billing statement.
  
  On June 2, 2025, Mr. ****** consented to remove NOW TV from the account. The downgrade will reflect on the July 1, 2025, billing statement.
  
  Regarding the payment concern, on March 5, 2025, we received a partial payment, but the payment did not clear the March 1, 2025, bill balance. On March 5, 2025, a representative applied a credit to the account. The payment and credit reflected on the April 1, 2025, billing statement. On April 3, 2025, we received a payment. Then, on May 1, 2025, a second payment was received. The payments are reflected on the May 1, 2025 billing statement. On May 30, 2025, we received a payment, which cleared the May 1, 2025, bill balance. The payment was reflected on the June 1, 2025, billing statement.
  
  The request for additional credit is denied, as the account is billed correctly for the services rendered. 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:06/10/2025

  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 called Comcast to request to disconnect service due as of next billing period to the issues I had been having with the cable side of their company. When I put in the request, they immediately canceled service all together. I initially decided to just let it go because it is difficult to speak to an actual person. But at a later date, I received another bill for the full amount. I called back again and was told I would be getting a refund because their system had a glitch in which it immediately disconnected my service instead of at the end of the billing period. I did not see any pending refund within a few days in my account so I disputed the charges. *********** refunded me but now Comcast is threatening to collections for the disputed amount. I tried to call them and resolve this over the phone due to not getting my full service as I had paid for. They stated they are not willing to waive the balance.

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* ******
  **********************************************
  
  Case Number:23451220
  Date of Notice:June 10, 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 13, 2025, I spoke with Ms. ****** regarding a billing inquiry. Our records show that Ms. ******* account has been enrolled in automatic payments since November 6, 2022. Customers who want ********************** to automatically deduct their monthly payments from a checking or savings account or a credit card can easily sign up for automatic payments using the self-service option in their account or through the Interactive Voice Response system. Customers can also update their payment information using those methods. Automatic payment was changed from a checking account to a credit card effective with the January 7, 2023, billing statement. 
  
  Because the account is enrolled in automatic payments, a payment was processed on April 29, 2025, for services billed from April 11, 2025, to May 10, 2025. The automatic payment was authorized. 
  
  On May 1, 2025, Ms. ******* account was disconnected with a stop billing date of April 17, 2025, leaving a credit balance. A refund for the credit balance was processed on May 9, 2025, and it was returned to the card on file on May 14, 2025. Ms. ****** disputed the payment from April 29, 2025, and it was charged back, leaving a balance owed. A payment was processed to the account on June 13, 2025, resulting in a zero balance owed. 
  
  There are no records of Ms. ****** reporting service interruptions. Ms. ******* request for compensation has been respectfully denied. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ******-*** *.
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:06/10/2025

  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 been having problems with my Xfinty internet for the longest.I complain to them about it the issues with the internet freezing and stalling.I made a payment on 4/11/25 & I was told that the modem was bad from a Xfinty ********************* never sent a Tech out to change the modem.I understand Xfinty is in the area working but I been having these issues before June ******.I spoke to ********** & the cooperate office,I explain the issues and I told her what the *** stated over the phone on April 11 when I made a payment of $45.I was told that I wont be compensated for this and I told her why should I pay for faulty ************ explained how I was receiving emails saying that my pay method didnt go through in that I was scheduled to be disconnected & I called & I was told that the payment went through.I been having ********** like for them to resolve the matter with Xfinity Internet services.I am a essential customer & the way how its mentioned like I dont matter as a customer or a lower ************ shouldnt feel that ********* not my fault that the modem is defective.The Tech just left & changed the modem & said it was bad.I also send the emails that I told the person that took the ********************** about.

  Customer Answer

  Date: 06/12/2025

  I was calling **** W and I left a voicemail & email & im still waiting for a call.Thanks

  Business Response

  Date: 06/30/2025

  
  June 30, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *******
              *********************************************
              **********, SC 29407
  
                  Case Number:                      23451088
              Date of Notice:             June 10, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ******* ******* regarding Xfinity service.
  
  On June 23, 2025, I spoke with Mr. ******* regarding his service-related concerns. Our records indicate a service visit was successfully completed on June 10, 2025.While on-site the technician inspected the lines. During this and previous visits, no issues were identified with the Comcast service. The technician verified that all Comcast equipment is within necessary signal level specifications.
  
  On March 19, 2025 a billing statement generated that included an unpaid balance forward, as well as current charges. On April 11, 2025 service was interrupted for non-payment. Mr. ******* made a payment toward the past due balance on April 11, 2025 and service was restored the same day.
  
  On June 11, 2025 and June ******* I applied courtesy credits to satisfy the past due balance. These credits are reflected on the billing statement dated June 19, 2025. On June 20, 2025 a voluntary disconnection of service was entered and successfully completed on June 23, 2025. On June 20, 2025 I applied an additional courtesy credit to clear the account balance. This is reflected on the billing statement dated June *******.  
  
  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: 07/01/2025

  Hi I canceled my service and I returned all of Xfinitys equipment.I was tired of the issues with Xfinity.