Business Profile
Internet Providers
Comcast CorporationHeadquarters
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28,131 total complaints in the last 3 years.
- 9,124 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/08/2025
Type:Delivery IssuesStatus: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 paid for extra channels. I advised that I have not received them. I was on the phone with them for 3 hours and did not get it. When you call, you do not get a live person. They hung up 5 times. When I go on line they do not answer the question. They give you a website that keeps circling and you cannot go on. This has been going on 3 days.Business Response
Date: 08/25/2025
August 25, 2025
BBB of ******************* & ********************
*************************************************
**********************
Re:***** *****
***********************************************
**********************
Case Number:23721775
Date of Notice:August 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 Ms. ***** contacted Xfinity support on multiple occasions regarding a channel access concern and is displeased with our Interactive Voice Response (IVR) system's inability to accurately address her concerns during times of high call volume and prefers to speak with a live agent.
It is confirmed Ms. ***** accepted and is currently subscribed to our Xfinity Services Package that includes ********************** and 2 Gig internet services. This promotion includes promotional discount effective July 3, 2025, through July 28, 2026, and 2-product discount. This promotion includes our Unlimited Internet Data and Gateway Rental at no additional cost. Effective July 28, 2026, retail rates will apply. It is noted the customer also subscribed to our StreamSaver feature (includes ******* Standard With Ads, ********** and Peacock Premium).
Ms. ***** spoke with an Xfinity representative on July 7, 2025, regarding her channel access concerns. At the conclusion of the investigation into this complaint, Ms. ***** confirmed she was able to access her streaming services with no issues. The representative provided Ms. ***** with a one-time courtesy credit that was reflected on her July 25, 2025, billing statement.
Our records show that Ms. ***** spoke with an agent regarding a forgotten password concern on August 6, 2025, wherein the agent assisted Ms. ***** with resetting her Xfinity ID password to ensure proper access to her streaming services and bill though preferences.
Records reflect Ms. ****** streaming services (******** ********* and Peacock) were successfully activated and are billed through Xfinity as of August 14, 2026. I apologized to Ms. ***** her unsatisfactory experience with our IVR system, for any inconvenience that may have occurred, and for the overall experience while working 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.
Sincerely,
****** W
Executive Customer Relations
**************Initial Complaint
Date:08/08/2025
Type:Product IssuesStatus: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.
They keep stealing $9.92 from me monthly. Even after I closed my account Jun 20! EVEN after I paid off all the payments! EVEN AFTER I received a refund from them, after I spoken to them several times they keep charging my bank account for a service I no longer have had since June 20th! This is fraud! This is illegal! I want this sh*t to stop!Business Response
Date: 08/15/2025
August 15, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:********* ****
, OR 97217
Case Number:23721530
Date of Notice:August 8, 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 20, 2025, ********* ***** Xfinity Mobile services were cancelled for mobile numbers ending in 4095 and 3028. On July 17, 2025, a final bill generated and reflected a prorated balance for the data and taxes from June 17, 2025 to July 16, 2025. These charges were valid and a payment was processed on August 6, 2025, clearing the balance.
On August 14, 2025, I sent ********* **** an email explaining the above information. I explained the service with Xfinity Mobile is inactive and there will be no further charges. There is no credit balance on the account and no refund is warranted. I apologize for any inconvenience experienced while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
Sincerely,
Desire S.
XM Executive ResolutionsInitial Complaint
Date:08/08/2025
Type:Product IssuesStatus: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.
Misleading Promotion, Billing Dispute, and ********************* I was offered a promotional mobile deal in May 2025 when I signed up for Xfinity internet: a year of free unlimited mobile service followed by a $40 monthly rate. The agent explained the terms, and a supervisor later confirmed the offer on a recorded line.I was billed $69 in June. I called and was told this was a mistake and that a refund would be issued in 35 business days. That never happened. I was charged again in July for $40+ and told that I was never eligible for the promotion unless I upgraded my internet (this was not disclosed at sign-up).Despite having the verbal confirmation, I was told no adjustments could be made because of internal policy. I was offered only a $20 credit. Ive now had to call in repeatedly, speak with multiple agents, and waste countless hours trying to fix an issue that was caused by misleading sales tactics on their end.I am requesting a full refund of the $69 and to have the remaining balance on the account waived so it does not go to collections.Business Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: ****** ****
523 E 3195 S
*************************
Case Number: 23721506
Date of Notice: August 8, 2025
Dear Better Business Bureau:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****.
Regarding the Xfinity Mobile unlimited promotion, on May 14, 2025, ****** **** purchased Xfinity Mobile service for a customer-owned iPhone 13. At that time, ********************** offered a promotion through which eligible customers could qualify to receive a monthly service credit for 10 months. To qualify for the promotion,customers were required to bring their own device to ********************** and add a new line with an ************** plan. If the line is canceled, voluntarily or involuntarily, credits associated with device payments are lost. ******** customers will see the monthly service credit applied on their Xfinity Mobile billing statement as a Service Promotion in the following billing cycle.
****** **** satisfied the promotional requirements, but the promotion did not reflect on the account. ****** **** subsequently canceled the Xfinity Mobile service on August 6, 2025, which rendered the promotion inapplicable.
On August 19, 2025, I spoke with ****** **** and explained the above information. Xfinity Mobile processed refunds for payments made on July 4 and August 9, 2025. Additionally, a credit was applied to the account to offset the refunded amounts and cover the outstanding billing invoice. This credit was reflected on the Xfinity Mobile account as of August 19, 2025.
Should you have any questions or need additional information, please contact me at *********************************.
Sincerely,
Salinthia S.
Xfinity Mobile *************************************** Strategy & OperationsInitial Complaint
Date:08/08/2025
Type:Customer Service IssuesStatus: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 or around May of 2025 I was offered a deal over the phone by a representative of xfinity her name is Tajmoy she was calling from somewhere in the islands in the gulf,she told me she could give me a new contract that would save me ***** on my current phone bill which is ***** per month and they could bundle my cable and phone bill together that I would recieve a new phone and a better cable package. I never received the phone my cable bill increased as well as the same regular phone bill came as always,which actually increased my monthly bills by ******. I went to the local xfinity office in *********************** and reported what happened the associate there told me I had been lied to that they did not bundle cable and phone bills they could restore my previous service which I have had for 11 years but I was still responsible for the inflated **** I refused to pay &had my service disconnected. Now they say I owe because I breeched the contract early in my defense they breeched the contract in the beginning by failing to provide the new phone or a price reduction or bundling the bill.This whole thing was nothing but a scam & a misrepresentation on the part of Xfinity.Business Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:**** **********
*******************br>************************
Case Number:23720910
Date of Notice:August 8, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ********** regarding Xfinity service.
On August 18, 2025, I spoke with **** ********** and confirmed that digital consent was approved on April 24, 2025, via the Interactive Voice Response (IVR) for Connect More Internet at a promotional rate per month for 12 months, effective April 24, 2025, through May 23, 2026. The service included download speeds up to 400 Mbps and upload speeds up to 35 Mbps. During the promotion period, the retail rate will apply. The offer is subject to a 12-month term agreement, effective April 25, 2025, and expiring April 25, 2026. Additional services included xFi Complete (including modem/gateway rental and unlimited data) at no extra cost per month for 12 months, effective April 24, 2025, until May 23, 2026. During the promotion period, retail rates will apply. The account received a two-product discount.
Our records show a digital consent was approved on April 25, 2025, via the Interactive Voice Response (IVR) for Connect More Internet (download speeds up to 400 Mbps and upload speeds up to 35 Mbps) and *********** (185+ channels) at a promotional rate per month for 12 months, starting effective April 24, 2025, and expiring on May 23, 2026. During the promotion, retail rates will apply. The offer is subject to a 12-month term agreement starting April 25, 2025, and ending April 25, 2026. The account received a two-product discount. The account was voluntarily disconnected on May 27, 2025. An Early Termination Fee (ETF) was assessed on May 28, 2025, for disconnecting the services before the end of the term agreement on April 25, 2026. These charges appeared on the June 27, 2025, billing statement. The charge is valid.
On May 15, 2025, a bill was issued for service dates from May 24, 2025, through June 23, 2025. On June 27, 2025, a bill was issued that includes the *** and final balance for service dates from May 24, 2025, through May 27, 2025. On August 18, 2025, I applied a courtesy credit for the early termination fee. This will be reflected on the bill statement dated August 27, 2025. I explained that the account has a final balance due. 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 a resolution in this matter. Should you have any questions or need additional information, please contact me on **************.
Sincerely,
******* *.
Executive Customer RelationsInitial Complaint
Date:08/08/2025
Type:Billing IssuesStatus: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.
Monthly prepaid internet doesnt work and tech support offers visits after 30 days.I called every day and nobody cant help. Very frustrating Very irresponsible or incompetent behaviorBusiness Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: **** *********
***********************
*********************
Case Number: 23720839
Date of Notice: August 8, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ********* regarding Xfinity service.
On August 14, 2025, a service visit was scheduled, during which time the technician diagnosed the issue as a damaged port on the modem. As *** ********* is on a prepaid account, he will need to replace the modem himself. The technician advised *** ********* to return it to the Xfinity store to request an exchange of equipment. During the service visit, the technician also replaced a ground block and drop connector. A review of the signal levels at the residence confirmed that all levels are within the appropriate specifications.
On August 12, 2025, I spoke with *** *********, who communicated through an interpreter that he no longer wished to speak with us about his service issues and no follow-up calls were made honoring his request.
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 RelationsInitial Complaint
Date:08/08/2025
Type:Service or Repair IssuesStatus: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 given very...very...desperate information about signing up with the Xfinity essentials Internet services and also if the account is activated at my home that after Xfinity has a offer for me to get a free phone with a new number for free but only after my new service for my Internet was activated and again THAT I WOULD RECEIVE A NEW PHONE AND NEW LINE BUT AFTER TODAY MY INTERNET SERVICE WAS ACTIVATED AND I CALLED THE WHOLE..STORY CHANGED!! NOW NO. NEW PHONE JUST SERVICE!!! THIS IS VERY...VERY...DECEPTIVE PRACTICES!!! HELP BBBBusiness Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
**********************
Re: *********************
**********************************************************************************
File Number: 23720809
Date of Notice: August 8, 2025
To the Better Business Bureau:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****.
Regarding the free device promotion, there were no promotions where a device was offered completely free of charge when ****** **** was offered Xfinity Mobile at the start of the month of August. Xfinity Mobile had several promotions that offered a discount on certain devices, which we can go over with ****** **** based on her needs. No order was placed nor was an account started under ****** Hills name.
Upon receipt of this complaint, an Xfinity Mobile Executive Resolutions representative attempted to contact ****** ****. Unfortunately, all contact attempts were unsuccessful. The Xfinity Mobile Executive Resolutions representative left a message with direct contact information. Contact with ****** **** is required for further assistance with this matter.
Should you have any questions, please feel free to contact us.
Sincerely,
****** *.
Xfinity Mobile Executive Resolutions
********************************Initial Complaint
Date:08/08/2025
Type:Order IssuesStatus: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 signed up with Xfinity mobile back in December 2023. I signed up for mobile and wifi. On June 23rd I submitted a transfer of service for both and instead they canceled my account. They did not tell me, my account was canceled, when I logged in to the app, it said they canceled it. I spoke with so many people and finally a lady reactivated my account, but did not bring all of my old discounts to the new account. Now, they are not willing to honor the contract I signed a year or so ago. Horrible business, and they do not obey their contractsBusiness Response
Date: 08/22/2025
August 22, 2025
BBB of ******************* & ********************
*****************************************************************************
*********************
Re: ******* *******
, CA 94590
Case Number: 23720467
Date of Notice: August 8, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******* regarding Xfinity Mobile service.
I made several attempts to contact Ms. ******* via telephone and email. Although I was unable to reach *********** a review was completed on the account.
On December 3, 2025, ********** purchased two iPhone 15 Pro Maxs, to be repaid in 24-monthly installments. Both Xfinity Mobile phones were on the ************** plan. At that time, Ms. ******* qualified for a promotional device credit on each device. Ms. ******* satisfied the promotional requirements and is receiving the promotion as intended. On the invoice dated August 5, 2025, Ms. ******* was billed for each device active on the account for stand-alone mobile fees. As a one-time courtesy, a credit was applied to the Xfinity Mobile account on August 21, 2025.
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 SpecialistInitial Complaint
Date:08/08/2025
Type:Service or Repair IssuesStatus: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 downgraded my 2 Gbps plan to 1 Gbps without consent after offering me $65/month for 5 years as an apology for prior service failures. Three months ago, I ordered service for a second property to replace *******. Before installation, Xfinity ported my elderly mothers landline, causing a 24-hour outage that left her without smart locks, medication alerts, or fall detection. They later said lines needed to be run underground, promising 2 weeks; 3 months later, no service. I was wrongfully billed $300 for this nonexistent service, refunded only after a 3-hour call. On Monday, I accepted their $65/month offer for my existing 2 Gbps plan (previously $85). This week I discovered they had secretly downgraded me to 1 Gbps. I contacted them at 9:30 AM, was promised a call in 15 minutes, but no one called until I reached them at 11:50 AM. The escalation team said a supervisor must review call logs and transcripts may only be released to police or a lawyer.Business Response
Date: 08/26/2025
August 26, 2025
BBB of ******************* & ********************
***************************************************************************
**********************
Re: *** *****
*******************
*********************
Case Number: 23719974
Date of Notice: August 8, 2025
Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** regarding Xfinity service.
On August 8, 2025 I spoke with Mr. ***** regarding a billing related concern. Our records indicate that on August 4, 2025, Mr. ***** accepted an offer for 1GIG Internet at a monthly promotional rate, as well as a promotion for xFi Complete at no charge. The promotions were effective August 4, 2025 through August 10, 2030, after which retail rates would apply. Mr. ***** received a monthly discount for enrollment in paperless billing and automatic payments with a bank account. Peacock Premium is included at no charge for 24 months through May 10, 2027, after which regular rates apply should Mr. ***** choose to continue service. This change is reflected on the billing statement dated August 6, 2025. Mr. ***** was inadvertently provided with misinformation regarding the internet speed that was included with this promotional offer.
On August 8, 2025, Mr.Jaffes request to be rolled back to his previous subscription was honored. He accepted a 12-month promotional offer for 2 GIG Internet at a monthly promotional rate, as well as a promotion for xFi Complete at no charge. The promotions are effective August 8, 2025 though August 10, 2026, after which retail rates will apply. Peacock Premium is included at no charge for 24 months through May 10, 2027, after which regular rates apply should Mr. ***** choose to continue service. Mr. ***** receives a monthly discount for enrollment in paperless billing and automatic payments with a bank account.
During a follow up call with Mr. ***** on August 19, 2025, I applied a one-time courtesy credit to the account. The change of service and credit will appear on the September 6, 2025,billing statement.
I apologized for any inconvenience that may have been experienced while attempting to resolve this matter.
I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
****** *.
Executive Customer RelationsInitial Complaint
Date:08/08/2025
Type:Product IssuesStatus: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 traded in a phone March 2025 and should of received a $500 trade in credit. I called every single month for 5 months straight about the credit not being applied. I was told they haven't got confirmation they received the phone. Finally last month I got confirmation and received a $200 credit. Get my bill for next month (September) and it's the full amount. I called today 8/8/2025 and was told I forfeited the trade in credit because I didn't keep the number on the phone. I called Xfinity the day I received the new phone to port my existing number ( I had through Xfinity) and was NEVER told this would forfeit my trade in credit. I spoke to a manager today and was told the case is closed and basically they get to keep my Iphone Mine 13phone for $200.All I want is my $300 credit for a phone they received and accepted or my Iphone Mini 13 phone back.Business Response
Date: 08/27/2025
August 27, 2025
BBB of ******************* & ********************
*****************************************************************************
*********************
Re: ******* ****
218 ****** Circle
******, SC *****
File Number: 23719564
Date of Notice: August 8, 2025
To the Better Business Bureau:
This letter is in response to the above-referenced complaint submitted by ******* **** regarding her Xfinity Mobile service. ******* **** is listed as an authorized user on the account ending in 6985.
On March 10, 2025, ******* **** traded in an Apple iPhone 13 Mini as part of the purchase of a new Apple iPhone 16. At the time, Xfinity Mobile offered promotional trade-in credits applied over 24 months to customers who met all eligibility requirements, including maintaining the line of service associated with the trade-in device. 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.
******* **** did not satisfy the requirements for the promotion because, on March *******, the line associated with the trade-in device was canceled in order to complete a device swap. This action voided the promotional requirements,resulting in the forfeiture of the remaining monthly trade-in credits. Despite this, Xfinity Mobile provided remediation to address ******* ***** concerns. On July *******, a courtesy credit was applied to the June 21, 2025, billing cycle invoice. On August 9, 2025, an additional credit was applied towards the July 21, 2025, billing cycle invoicerepresenting the fair market value of the trade-in devicewas applied as a final resolution.
On August 9, 2025, an Xfinity Mobile Executive Resolutions Specialist spoke to ******* **** to explain these actions and confirm the resolution.
Should you have any questions, please feel free to contact us.
Sincerely,
****** *.
Xfinity Mobile Executive Resolutions
********************************Initial Complaint
Date:08/08/2025
Type:Billing IssuesStatus: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 hope this message finds you well. Im writing to request assistance regarding a recent purchase I made through your website for a new iPhone 16e device.During the checkout process, I selected a new line and was clearly shown a promotion offering $400 in bill credits over 24 months (or $16.67/month) for the device. I completed the purchase with the understanding that this promotional credit would be applied to my account automatically.However, Ive noticed that no credits have been applied to my account to date. I reached out to support via chat, and in reference number ******************, I was informed that no promotion was associated with my purchase. This contradicts what was presented to me during *********** help clarify, Ive attached screenshots of the checkout flow showing the promotional offer as it appeared during my transaction. I respectfully request that the promotional credits be properly applied to my account. If that is not possible, I would appreciate consideration of a one-time credit equivalent to the value of the promotion.Thank you for your time and attention to this matter.Business Response
Date: 08/27/2025
August 27,2025
BBB of ******************* & ********************
******************************************************************************************************************************************
Re: ***** ******
****************************
**********, WV 25705
Case Number: 23719383
Date of Notice: August 8, 2025
To the Better Business Bureau:
This letter is in response to the above-referenced complaint submitted to your office by ***** ******.
On June 20, 2025, ***** ****** purchased an Apple iPhone 16e. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly payment credits for 24 months,provided they satisfy certain requirements. To qualify for the promotion,customers were required to order a new line of service, purchase a qualifying device on a device payment plan for 24 months, subscribe to the ********************** option, and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
***** ****** did not satisfy the promotional requirements because the line of service ordered via self-service on June 20, 2025, was subscribed to the ************** option and Premium Unlimited is required. To the extent the promotion was presented during the self-service order process,it would have been removed prior to purchase completion, if the unqualifying data option was selected.
As a courtesy, on August 11, 2025, a credit was placed on the Xfinity Mobile account to reflect on the July 20, 2025, through August ******* billing period.
On August 11, 2025, a specialist with Xfinity Mobiles Executive Resolution team called ***** ****** and explained the above information.
Should you have any questions, please feel free to contact us.
Sincerely,
****** *.
Xfinity Mobile Executive Resolutions
********************************
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