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

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  Comcast

  3303 Main St Springfield, MA 01107-1111

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  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:06/10/2025

  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 had payments set up to come out and they said I had until the 8th to pay I started realizing that my payments wasnt being taken out of my account due to my debit card was stolen. And i didnt realize it until this past Friday when my payment wasnt being taken and now they are now saying I need to play ****** dollars to restore my services when the original past due payment to pay to restore was ******

  Business Response

  Date: 06/18/2025

  
  June 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:    ******* Davis 
            **************************;
            *****************
  
            Case Number:    23450898

            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 11, 2025, I spoke with Ms. ***** regarding a billing concern. Our records indicate that the billing statement issued on May 9, 2025, included a past due balance for services billed from April 13, 2025, through May 12, 2025, and new charges billed from May 13, 2025, through June 12, 2025. On May 9, 2025, and May 16, 2025, payments scheduled by Ms. ***** failed to process due to credit floor or insufficient funds in the account. 
   
  On May 19, 2025, Ms. ***** agreed to a promise to pay arrangement for the past due balance shown on the May 9, 2025, billing statement to be paid by June 8, 2025. On May 23, 2025, May 30, 2025, and June 6, 2025, payments scheduled by Ms. ***** failed to process due to credit floor or insufficient funds in account. On June 6, 2025, Ms. ***** canceled the arrangement entered on May 19, 2025. On June 7, 2025, a payment scheduled by Ms. ***** failed to process due to credit floor or insufficient funds in the account.
  
  Because payment was not received for the past due balance, the account was placed in a soft disconnection on June 7, 2025. On June 9, 2025, a new billing statement was issued, which included a past due balance for services billed from April 13, 2025, through June 12, 2025, and new charges billed from June 13, 2025, through July 12, 2025. Due to a new billing cycle generating, the past due amount required to reactivate the account from soft disconnection was updated to reflect the new amount shown on the June 9, 2025, billing statement. 
  
  On June 11, 2025, I reactivated the account as a courtesy with a promise to payment arrangement by June 17, 2025. I confirmed that three scheduled payments had been entered to be processed on June 13, 2025, one on June 20, 2025, and one on June 27, 2025. On June 13, 2025, three payments were received towards the balance due. The payments will be reflected on the July 9, 2025, billing statement. 
  
  On June 16, 2025, I attempted to follow up with Ms. ***** but was unsuccessful. I left a detailed voicemail confirming the payments posted and providing the current past due balance. Payment of the remaining past due balance is needed by July 5, 2025, to prevent further service interruptions. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

  
  

• Initial Complaint

  Date:06/10/2025

  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.

  Xfinity Voided My $700 Trade-In Credit Without Proper Disclosure Date of Transaction: April 15, 2025 On April 15, 2025, I traded in my iPhone 13 Pro at a local Xfinity store under the impressionbased on information provided by the store representativethat I would receive a $700 trade-in credit toward the purchase of a new iPhone 16 Pro, financed over a 24-month device payment plan. The trade-in was accepted and processed through Assurant, and the representative confirmed that I qualified for the full $700 credit. At no point during this transaction was I informedverbally or in writingthat the credit was conditional on maintaining a specific wireless plan. Approximately two weeks later, I downgraded my wireless plan from the Premium Unlimited option to the standard Unlimited plan to reduce monthly costs. Only after making this change was I informed that doing so would void the entire $700 trade-in credit, leaving me responsible for the full $41.66/month for the new device instead of the expected $12.50/month. This critical condition was never disclosed by the in-store representative at the time of trade-in.Since then, I have contacted Xfinity customer service at least six times and have received inconsistent responsesfrom being told nothing can be done to vague offers of partial credits. On May 21, 2025, after speaking with an agent remotely, I was offered a $20 refund, stating the following month my plan will be reverted. This did not happen. After another follow-up call, I was issued a one-time $164.68 credit. However, this is still far short of the original ************* supervisor even acknowledged through a recorded line, the failure of the original representative to communicate the plan requirement and stated they would follow up internally to address the issue. While I appreciate the acknowledgment, it does not resolve the situation I now face: I traded in a valuable device under false pretenses and am receiving no meaningful compensation for it.

  Business Response

  Date: 06/27/2025

  
  June 27, 2025
  
  
  BBB of **********************************************
  *****************************************************************************************************************************
  
  Re:Cameron Friend
  ************************************************************************************
  
  Case Number:23450891
  Date of Notice:June 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* Friend.
  
  On April 15, 2025, ******* Friend purchased an Apple iPhone 16 Pro. 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 satisfy certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  Cameron Friend did not satisfy the promotional requirements because, on the same day, after the services were activated, an order was placed to move the account from the unlimited premium data level of service to the regular unlimited data plan. It was moved back the same day, but the promotion was already removed from the account.
  
  On June 11, 2025, I spoke with ******* Friend regarding the matter and offered to process a credit to the account for the difference between a credit which was already provided and the remaining promotional value as a courtesy. This credit was applied to the account on June 17, 2025, and will reflect on the June 5 July 4, 2025 billing cycle statement.
  
  Should there be any additional questions or concerns, please contact me at *********************************.
  
  Sincerely,
  
  
  ******** *.
  XM 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. 
  
  Regards,
  
  ******* Friend
  
  

• Initial Complaint

  Date:06/10/2025

  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 several services through Comcast/Xfinity. I have internet/wifi, TV cable ,and a landline. I was having no trouble with any of these. Comcast kept telling me that I needed to update my router. I finally told them to send me a new one. I pay them for a service. I think it should be their responsibility to install their devices. I installed the new router on May 11th. The cable worked, The landline worked, I could get wifi on my cell phone, but my computer could not connect to the internet because my network had disappeared. I spent several hours talking and chatting with their technicians trying to resolve the problem. They finally decided to send a technician to my home to fix it. The technician could not get the new router to work, so he decided to install another router. He gave me a new network name and everything worked fine. This was on May14th. After he left, it worked for about an hour and the network disappeared again, and I could not get on my computer. So, I started the whole process of phone calls and chats again. They decided to send another technician to my home, The technician arrived on May 25th. He could not get it to work , so he installed a third router. After that everything worked fine, and it has continued to work fine. When I got my monthly bill from Comcast,, they had assessed me a fee of $100.00, for a professional install. I do not have access to three routers, nor do I have meters to troubleshoot the problem. I went through their complaint process, and they have denied my claim. I have not paid this bill yet. Please help me!

  Customer Answer

  Date: 06/11/2025

  Comcast contacted me directly by phone this afternoon. They began the conversation by telling me that they were going to waive the $100.00 fee. I got the impression that they were upset that I had involved The BBB. There is no doubt in my mind that this would not have been the case without your help. i cannot thank you enough for your prompt and efficient support. Again, Thank You!! ***** *****

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              ***************
              ***********, ** 26041
  
                Case Number:                    23450302
              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 11, 2025, I spoke with ******** regarding a billing-related concern.  Comcast records reflect that a professional install was completed on May 14, 2025, when a technician installed a new wireless gateway at Ms. ****** residence resulting in a professional installation fee on the May 26, 2025, billing statement. During our conversation, I confirmed that I would waive the fee as a one-time courtesy.
  
  Our records indicate that a credit was applied to the account on June 11, 2025, for the professional install fee accrued on May 14, 2025. This credit will reflect on the June *******, 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: 06/14/2025

  [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:06/10/2025

  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.

  Switched from ******* Mobile to X finity Mobile. Had issues with promotional credits that was finally rectified after my initial complaint to BBB. Thank you BBB for your assistance with this. I now have another issue with Xfinity Mobile. My line was supposed to be free for 12 months. I was charged for the line with the first statement. I have called numerous times regarding this and none of the representatives can give me a clear explaination as to why and are not helping with correcting the situation. When I ask to speak to a supervisor I am told they are talking with another customer. I tell them I will wait. I am always on hold for a long time. One time 30 minutes, another time close to an hour. I had to hang up after that. My second issue is that my son's phone was traded in and I was supposed to be receiving a device credit with each statement for that trade in. The credit was not applied to my first bill even though the trade in was accepted. Seeking a credit for the $40 charge for my mobile line as well as the $34.58 device credit for my son's line.

  Customer Answer

  Date: 06/25/2025

  Hello,

  The company contacted me. This has been resolved.

  Thank you for your assistance!

  Best,

  Marcelina 

• 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.

  On April 17, I contacted xfinity to renegotiate my bill because the promotional pricing ran out. They said they brought it down to thirty dollars a month, because the entirety of the two years on the promotional pricing, my internet was not working. Every night I was disconnected multiple times for up to an hour. After two service visits, it was found to be xfinity's fault and that's why I got $30 dollars a month on my service.However, as it was my first time renegotiating my pricing with them, was not aware that you need a confirmation email. Yesterday I found out that the renegotiation did not stick. It has taken over 6 hours talking to 9 people and my problem still isn't resolved. I spoke to ***** from the loyalty team and they got me down to a semi-reasonable rate (not what I agreed to last time,) and they wanted to give me thirty dollars credit which is less than half of how far my bill went up. They wanted to give me more but since they couldn't find proof of my renegotiation he said they couldn't. However, the call hung up on me, and they have yet to call me back.The most recent people I've been talking to on reddit have not given me as good of a deal. Regardless, this problem is due to Xfinity's fault not mine and if I do not get a reasonable monthly rate and some sort of appropriate credit or proration to make up for all the time wasted trying to fix their error, I will not be continuing my service with them. I have been dealing with customer service all year after being hit by a car, breaking my arm and losing my job as a result. This entire time I have been dealing with predatory practices and gaslighting by xfinity's staff. I live by myself and I don't have anyone to rely on to help me with this so naturally I am completely infuriated with how I have been treated by xfinity. Disgusting behavior and even if they fix it I am not sure if I want to stay with them.

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:         **** ****
                *************************************************
  Apartment 210
                ***********, ** 30587
  
                    Case Number:                            23449882
                    Date of Notice:                  June 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ****, regarding Xfinity service.
  
  I attempted to contact **** **** via telephone and email several times. However,my attempts were unsuccessful. On February 10, 2025, a service visit was completed, where the technician replaced the modem. I was unable to locate any record of another service visit being completed, since February 10, 2025.
  
  I confirm that all Comcast equipment is within necessary signal level specifications. **** **** is currently subscribed to the Connect More Internet at standard retail rates. Equipment, taxes and fees are not included in package price.
  
  I was unable to locate an interaction on April 17, 2025, where **** **** was advised his account would be placed into a promotion. No changes were processed to the account on that day. There is no promotion for Connect More Internet at the promotional rate **** **** stated within his complaint. A representative is only able to offer customers packages that are currently available.
  
  On April 17, 2025, a courtesy credit was applied to **** **** s account. No payment has been processed to the account beyond April 25, 2025. On May *******, a late fee was billed to the account due to a past due balance. The services are scheduled to be interrupted on June 21, 2025, if payment is not processed to the account to cover the past due balance.
  
  To resolve this matter, contact with **** **** is necessary to discuss available promotions which will need to be accepted and schedule a service visit if he is experiencing service interruptions. **** **** s request for compensation has been respectfully denied. I verified that the account is being billed correctly for the subscribed services.
  
  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:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today June *******. I called Xfinity about my bill. I have basic cable I was told in March of this year that my bill will be ****** a month for two years. They lied. My bill constantly goes up every month. I have not rented any movies, I dont have any premium channels. Why am I paying almost $300 dollars a month. When you call theres never an American. I asked where is this location the representative said in *****. I asked to speak with a supervisor I was denied. He was very rude. Xfinity is a ****************

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:     
                 Case Number:                     23449751
              Date of Notice:             June 10, 2025
  
  
  
              TeQuanda *********
  MI 48186
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ********* regarding Xfinity service.
  
  On June 11, 2025, I spoke with TeQuanda *********, and I provided detailed billing information. Our records indicate that on April 21, 2025, TeQuanda ********* accepted a 24-month term contract for Gigabit internet at a contracted price for the first 24 months. The contract was effective from April 21, 2025, through April 21, 2027. The promotional rate was effective from April 21, 2025, until May 9, 2027. Equipment, activation fee,installation, taxes, and fees are extra, such charges and fees are subject to change during and after the term of this agreement. 
  
  As part of this offer, the Xfinity modem rental was included at no additional cost for the same 24-month period. At the conclusion of the promotional period, the standard prices for both the Gigabit internet, and Xfinity modem rental would be applied.
  
  Apart from the special price, TeQuanda ********* added two TV boxes, plus Xfinity TV package comprised of ********** package, ************ Fee, and Regional Sports Fee. The estimated monthly service charge includes applicable Taxes, and Government & Other Fees, plus a monthly discount for enrolling in Paperless Billing and Automatic Payments using a credit or debit card excluding TeQuanda ********** third-party monthly subscription charge for ****. TeQuanda *********** acceptance of these terms was captured via text message.
  
  On June 10, 2025, at TeQuanda ********** request, **** subscription was cancelled. TeQuanda ********* accepted a 60-month plan for Gigabit internet at a discounted price beginning June 10, 2025, until June 9, 2030. As part of this offer, XFi Complete, which includes the Xfinity modem rental and unlimited data usage, is included at no additional cost for the same 24-month period. At the conclusion of the promotional period, the standard prices will be applied. 
  
  Please note that equipment,activation fees, installation, taxes, and fees are extra, such charges and fees are subject to change during and after the promotional period which can lead to a bill increase.
  
  TeQuanda ********* kept the two (2) TV boxes, and the Xfinity TV package. The new estimated monthly service charge includes applicable Taxes, and Government & Other Fees, plus a monthly discount for enrolling in Paperless Billing and Automatic Payments using a credit or debit card. TeQuanda *********** acceptance of these terms was captured via text message. I informed TeQuanda ********* that she was billed accurately, and no credit is warranted. 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: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.

  For the past 6-8 months, Xfinity has failed to process my direct debit/automatic payments. This is a new situation - I've had the account since at least 2019 with no issues whatsoever. In the past 6-8 months, I've received notices from Xfinity and collection services that my account was in arrears and threats to disconnect my service due to non payment. I've called multiple times and spent hours on the phone trying to resolve this. I've reset my automatic payments to a different account, both credit card and debit card, both over the phone and online. Every time I'm assured that this has been resolved. It never is. I've never been offered a dime for the inconvenience of having to spend so much time on this. This is through no fault of my own - all cards and accounts have plenty of funds, and as mentioned this wasn't an issue for 5+ years, only recently.Xfinity seems to not care at all about this. Again, I've been assured it has been fixed and it never is. Zero effort to make this right. This is not the service I'm paying for

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:****** ******
  ******************************************
  ****************
  
  Case Number:23448995
  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 Mobile service.
  
  On June 17, 2025, I spoke with Mr. ****** regarding his Xfinity Mobile concerns. By default, all Xfinity Mobile bills are set on automatic payment. This means we will automatically charge your card every month for the full amount owed on your bill. Your automatic payment date is always 20 days after your billing cycle closes. Our records confirm that the Xfinity Mobile account was successfully auto-debited on the 29th of each month for Xfinity Mobile invoices since the invoice dated June 9, 2024, until the invoice dated February 9, 2025, which was not paid on the due date. Our records confirm that Mr. ****** updated his card on file on March 12, 2025. The invoices dated April 9, 2025 and May 9, 2025, were processed successfully on the due date. Mr. ****** has confirmed that his automatic payment concerns have been addressed.
  
  On June 11, 2025, a Xfinity Internet specialist called and spoke to ****** ******. Mr. ****** shared that he has updated his credit card information and re-enrolled in automatic payments. Our records indicate that on March 27, 2025, the automatic payment was un-enrolled. On June 10, 2025, Mr. ****** re-enrolled in automatic payments and updated his credit card information. On June 10, 2025, a payment was processed and applied to his account. We 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 ****************************-2973.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  
  

• 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.

  Xfinity is using unfair & deceptive practices. I have been having many issues with service. I was told I needed a new modem & was provided such. At no time was I informed the modem would cost $25 ($15 for modem, $10 for xfi complete service). I also asked to add ******* premium at $17 mo. I was told I could get streamsaver (*******, apple +, peacock+) for $15 ($32). I kept stressing I didn't want ads with *******. They billed me for both streamsaver & ******* premium. I contacted Xfinity about the bill. They credited $15 for ******************* supposed to remove it. New bill includes both subscriptions. I called several times. I was told I had to have *********** in order to have ******* premium. Then I was told I would have to pay $7.99 for standard & $17 for premium totaling $24.99. I can purchase from ******* for $24.99. I contacted ******* & was told they offer perks through 3rd *********** should only pay $17 for the 1 premium. I have it in writing from Xfinity that premium is $17. Then I was again told that I'd have to add streamsaver. Where is the perk & why would I pay for 2 ******* subscriptions. Each *** states something different. This is deceptive & unfair practice. Xfinity needs to do better!

  Business Response

  Date: 06/13/2025

  June 13, 2025 
  
  
  Better Business Bureau 
  ****************************;
  **************************************
  
  Re:******** ******
  ************************************************************************************
  
  Case Number:23448754
  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 Ms. ******** ******.
  
  On June 10, 2025, I spoke with Ms. ****** regarding a billing explanation. Our records indicate Ms. ****** has had a leased modem with Comcast since the inception of the account on March 6, 2020. On April 30, 2025, Streamsaver was added to Ms. ******* account. *********** includes a subscription to ******* with ads, ********* and *******. Also on April 30, 2025, the ******* Premium upgrade was added to the account. The ******* Premium upgrade was charged at the difference between the retail rate of the service and the rate of ******* with ads charged in *********************** bundle so that Ms. ****** was neither charged for duplicate ******* subscriptions nor over-charged for ******* Premium.
  
  On June 3, 2025, xFi Complete, Streamsaver, and the ******* Premium upgrade were removed from Ms. ******* account effective that same day and partial credits were applied to the account for the removal of services. The account also received partial service credits for xFi Complete on May 16, 2025. This reflected on the June 1, 2025 billing statement. 
  
  On June 4, 2025, a courtesy credit was applied to the account. On June 10, 2025, a credit for the charges for Streamsaver, the ******* Premium upgrade, and Xfi Complete was applied to the account so that Ms. ****** did not pay for these services charged on the account between April 30, 2025 and June 3, 2025. The credits will reflect on the July 1, *************************** ****** will subscribe to ******* service directly through ******* going forward. 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: 06/15/2025

  [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: 23448754
  
  I am rejecting this response because: Comcast is charging for 2 ******* subscriptions. As stated, I spoke to *******. There are 3 tiers : Standard with ads $10, Standard with no ads & can watch on 2 devices $17.99, & Premium without ads, watch on 4 TVs, & simulation of surround sound $24.99.. It it clear from the billing that I was being charged for 2 subscriptions since it was broken down. AGAIN, UNFAIR & DECEPTIVE PRACTICES!!! While I reject the response the matter is resolved since I removed the service from my account.  I do want other customers to be aware of this matter, so they may be able to decide for themselves & to know that Comcast is deceptive in practices.
  
  
  Regards,
  
  ******** ******
  
  
  
  
  
  
  
  
  

• 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.

  So on June 5th i had Xfinity come out, and they fixed my line so i can have internet Access , which lasted all but two hour's. i waited for a few day unplugging replugging the router back in before contacting Comcast Xfinity about my issue. Turns out that it some how some way it was set for Disconnect upon Questioning them they could not give me an answer of why it happen but rest assured they canceled it so it would not happen. Yester Day om 06/09/25 i contacted Xfinity by Comcast Again because the net went down. Upon this they Discovered the line was Disconnected Still with no VALID answers it took all but till Night fall and them sending me a new modem for who knows why when it was on there end. I Asked to Speak to the Supervisor and it was Ignored on Serval Attempts , This is a Bad Practice when a Customer Demands Answers and Being Charged for a full month and have not even had it not even a week with the issues we been having. I consider this poor Customer Experience as well as Support and there refusal of letting me speak to a Supervisor. and i feel like my first month of the issues i have been having should be lowered more if not free for the 1st month and the Experience i have been having. and its Sad i have to report it the BBB because i feel like if i am such a Valued Customer they would have resolve all my Answers is to why things happen like they Did and Failed to Provide this information like Failed to let me Speak to a Supervisor Like i have ask serval times things could have been answered as to why my new service was Disconnected when we didn't ask for it to be , we just found it strange .. there is Zero Excuse for this type of Treatment.

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** ******
              **********************
              ********, TN 37066
  
                Case Number:                    23448461
              Date of Notice:             June 10, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ******, regarding Xfinity service.
  
  On June 11, 2025, I spoke with ****** ******, regarding a billing concern. ****** ****** was previously enrolled in Xfinity service under account number ending in 5629, at the same location. The account was disconnected for nonpayment with a stop billing date of March 28, 2023. The disconnection was reflected on the April 28, 2023, billing statement, which included a balance due for unreturned Internet equipment and services rendered from February 11, 2023, through March 28, 2023.
  
  On May 13, 2023, the balance due was charged off to third-party collection after payment was not received and was reflected in the May 14, 2023, billing statement. Should ****** ****** return the Internet equipment to Xfinity, the unreturned equipment charge applied on April 28, 2023, will be reversed. Proof of payment is necessary to clear the outstanding balance due.
  
  On May 29, 2025, ****** ****** started a new account (number ending in 3381) at the same location. ****** ****** enrolled in service using ************************ and consented to a 60-month promotional offer for Gigabit X2 Internet, at a promotional rate, which included xFi Complete (which includes Internet equipment and *************** at no charge. The promotional rates were effective from May 30, 2025, through May 29, 2030, at which time, the retail rates would apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account was activated using self-installation effective May 30, 2025.
  
  On May 30, 2025, ****** ****** contacted Xfinity to report an incomplete self-installation, and a service visit was scheduled for June 2, 2025. On June 2, 2025, a service visit was completed, during which the technician activated an outlet. Service visits completed within 30 days of a self-installation attempt are considered chargeable. On June 2, 2025, a professional installation fee was applied was reflected on the June 9, 2025, billing statement.
  
  On June 2, 2025, a Credit and Collections team audit identified that the current account (ending in 3381) was linked to ****** ****** previous account (ending in 5629) with an outstanding balance. The account was placed in a soft disconnection pending payment of the previous balance. On June 4, 2025, as a courtesy, the current account was reactivated without payment. On June 4, 2025, courtesy credit was applied towards the professional installation fee applied on June 2, 2025. The credit was reflected on the June 9, 2025, billing statement.
  
  On June 9, 2025, an audit was completed by the Credit and Collections team, and the current account was disconnected. This was due to the previously identified outstanding balance for the account number ending in 5629. On June 9, 2025, ****** ****** current account was restarted, without receipt of payment for her previous account. ****** ****** consented via text message (SMS) to a 24-month transitional promotion for Gigabit X2, at a promotional rate. The introductory rate was effective from June 9, 2025, through June 8, 2026. Effective June 9, 2026, the second-year promotional rate would become effective through June 8, 2027, at which time,the retail rate would apply. A 12-month promotional offer was added for xFi Complete at no charge, effective from June 9, 2025, through June 8, 2026, at which time, the retail rate would apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change.
  
  On June 11, 2025, a credit escalation ticket was submitted to waive the remainder of the professional installation fee applied on June 2, 2025. The escalation ticket was closed, and the credit request was denied due to insufficient information. On June *******, I spoke with ****** ****** and scheduled a service visit to be completed on June 13, 2025.
  
  On June 11, 2025, the Credit and Collections team completed another audit, and the current account was disconnected due to the outstanding balance on ****** ****** previous account.The address was made non-serviceable until the outstanding balance for services rendered was paid in full. On June 11, 2025, the service visit scheduled for June 13, 2025, was canceled. On June 11, 2025, I spoke with ****** ****** to explain that payment is necessary to restart service.
  
  On June 12, 2025, two serviceability escalation tickets were submitted to remove the collections hold on ****** ****** address. The tickets were closed on the same day, and ****** ****** was advised that Comcasts records show that her information matches the delinquent account, and payment is needed to remove the collections hold. To restart ****** ****** service, proof of payment is necessary.
  
  I apologize 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 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:06/10/2025

  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 would like to cancel my Xfinity ************* and request an immediate refund of $60 charged today (June 9, 2025). I have already left the ************* and no longer reside at the service address. The router at that address was provided by the apartment, not rented from a physical Xfinity store, so I am unable to return any equipment in person.Despite multiple attempts to contact Xfinity for cancellation, I have received no helpful support. The customer service process is unresponsive and keeps redirecting me without resolving the issue. I did not use the service recently and was unfairly charged. I am requesting that Xfinity:Immediately cancel the service associated with my account.Refund the $60 charged today.This issue is urgent as I am no longer in the country and cannot access local stores or phone ********** account is registered under ********************** and the service address was **************************************************************************************.

  Business Response

  Date: 06/24/2025

  
  June 24, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ****
  **********************;
  Apartment 515
  ******************
  
  Case Number:23448198
  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 Mengqi **** regarding Xfinity service.
  
  On June 10, 2025, I spoke with Ms. **** and scheduled a disconnection of service, as requested, effective the same day. A final billing statement was sent on June 10, 2025. Additionally, our records indicate Ms. **** is due a refund for a credit balance resulting from her service disconnection on June 10, 2025, and we confirmed it will be received within four to six weeks. We will follow up with Ms. **** to ensure receipt of the refund.
  
  Upon receipt of the complaint, an account review was performed. It was determined that the billing and services for this account are accurate, and no additional credit is justified based on these findings. Ms. ****** request for additional 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,
  
  
  ****** *.
  Xfinity | Executive Customer Relations