Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2025

  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.

  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 behavior

  Business 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 Relations

• Initial Complaint

  Date:08/08/2025

  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 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 BBB

  Business 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 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 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 contracts

  Business 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 Specialist
  
  
  
  
  

• Initial Complaint

  Date:08/08/2025

  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/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 Relations

• Initial Complaint

  Date:08/08/2025

  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 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 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 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
  ********************************

• Initial Complaint

  Date:08/08/2025

  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.

  Xfinity has billed me for services I do not have.

  Business Response

  Date: 08/20/2025

  
  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *******
              ***************************************************
              ************, ** 37129
  
                Case Number:                    23719000
              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 20, 2025, I spoke with Ms. ****** ******* regarding an early termination fee. Our records indicate that ********** was subscribed to a 24-month agreement for the Gigabit Internet package at a monthly promotional rate which began on December 19, 2024 and is expected to end on December 19, 2026. The approval for this package was received on December 19, 2024 via text message.
  
  We complied with a request made by Ms. ******* to end the 24-month agreement on July 18, 2025. The service was disconnected due to moving to a bulk address/account ending in 2778. As a result, the early termination fee applied to the account on July 28, 2025 is valid. The account was left with  a balance due. On August 8, 2025, an autopay payment posted to the account. On August 11, 2025, a credit was applied to account ending in 9161. On August 15, 2025, a refund was processed. Xfinity will send an email to the registered email address with directions to redeem the refund if applicable or send a prepaid card to the billing address on file within 10 business days. 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,
  
  
  ****** (****) G.
  Executive Customer Relations

• Initial Complaint

  Date:08/08/2025

  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 recently switched to Xfinity home internet. When setting up this plan the Xfinity representative was trying to sell me the Xfinity mobile plan as well. I had ******* mobile and still had outstanding debt for a phone on that plan. The Xfinity representative promised me that as long as I continued to make monthly payments on the phone only, ******* would be content and that he used to work for *******. Now ******* sent me to collections for the outstanding phone debt..

  Business Response

  Date: 08/18/2025

  
  August 18, 2025 
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:***** ********
  ********************
  ***********
  
  Case Number:23718937
  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 May 15, 2025, a Bring Your Own Device order was placed for apple iPhone 14 Pro, 256 GB Space Black. 
  
  On August 11, 2025, I spoke with Mr. ******** and informed him that, due to system limitations, we are unable to review the call to verify the details of his conversation with the Xfinity specialist that took place on May 15, 2025. I also clarified that Xfinity is unable to take any action regarding the status of his account with his previous service provider being sent to collections, as it is the customer's responsibility to adhere to the terms and guidelines set by their provider to remain in good standing. 
  
  Mr. ********** Xfinity Mobile account is not in collections or affects his credit report. Mr. ******** was referred back to his previous service provider.
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:08/08/2025

  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 signed up for Comcast service. The quality was insufficient, and so I canceled at the time of installation. The tech took the equipment and thetemporary line from the street to the house. I began receiving text messages stating they were coming out to mark utilities is to bury the fiber. contacted Comcast twice to inform them. I canceled the service. Return the equipment and not to mark the utilities. They did so anyway. I contacted them again Yet. They still sent a technician out while I was out of town and buried a cable from the street to the house. And doing sothey cut my invisible pet fence and two locations and did not repair it. They also removed a valve box cover, which damage to my lawnmower. have provided them with the receipts and photos for the equivalent of roughly $300 and for over a month have been going back-and-forth between Comcast and their third-partycontractor. They have denied my claim for damage because I would not allow them to come back to the property and dig up the yard once more to verify where they cut the pet fence fence. Their third-party contractor *** has not provided any assistance as well. Ive sent a letter to Comcast and Ive been working with somebody from their escalations team and we have not been able to resolve the problem. At this point, Comcast simply needs to cut me a check for the per the receipts I have provided for the repair work for the damage they caused.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  Better Business Bureau
  ********************************************************************************
  **********************
  
  Re:       ****** ********
              ***********************************************
              ******,VA 24551
  
              Case Number:                      23718821
              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 11, 2025, I spoke with Mr. ******** regarding his damage claim concerns. On August 15, 2025, a damage claims coordinator from Comcast's business partner, *** Communications,contacted Mr. ******** to discuss the claim. They informed him that they would reimburse both invoices for the invisible pet fence and lawn mower. *********** agreed to this and signed the *** Damage Release of Claims on the same day.
  
  Additionally, on August *******, Mr. ******** confirmed via email that he had signed the release of liability from *** Communications' damage claims coordinator.
  
  The damage claim coordinator from *** Communications will maintain communication with Mr. ******** concerning the status of the reimbursement check. 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,
  
  
  ***** ** *.
  Executive Customer Relations

  Customer Answer

  Date: 08/19/2025

  [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:08/08/2025

  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.

  This issue stems from when I originally signed up for Xfinity service. A technician came to install coaxial cable in my apartment. As he was leaving, he handed me a device labeled as a Flex Tech box. I asked what it was and expressed that I didnt want it. I even tried to give it back, but he told me it was mine, he couldn't take it back, and that there would be no charge for it. I was assured it was ********* forward to now, Ive been charged $120 for unreturned equipment. The serial number listed in the bill matches the Flex Tech box I never used, never wanted, and was told I wouldnt be charged for.When I called to cancel my service, no one informed me that I needed to return this equipment. I even asked if there was anything else I needed to do beyond providing my forwarding address. I was told: Nope, you just need to provide an address and your service will be canceled.If returning the device was required, I should have been clearly informedeither when it was given to me or when I canceled the service. This lack of transparency feels deceptive and epitomizes the experience of being an Xfinity customer for the last four years, during which time I experienced a myriad of other issues.

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  **********************************************************************************
  **********************
  
  Re:****** *****
  ********************************************************************************************
  
  Case Number:23717607
  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 an unreturned equipment charge, which was issued on July 16, 2025. Our records confirm that the equipment in question, which was issued on the installation date of July 8, 2021, belongs to Comcast. Mr. ***** was provided with equipment return options. On August 12, 2025, I spoke with Mr. ***** to discuss the return of the equipment. During our discussion, Mr. ***** requested a return label to be mailed to him, which was completed on August 12, 2025. However, the label was inadvertently sent to his previous address. A separate label was sent to Mr. ****** new address on August 20, 2025, and was delivered on August 23, 2025.
  
  I have attempted additional contact with Mr. ***** but have been unsuccessful. A final balance remains on the account. Mr. ***** is encouraged to return the equipment or to contact us to satisfy the balance. 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: 09/01/2025

  It took several more hours of communication with Comcast/Xfinity to get it resolved, but eventually they sent me a shipping label so I could return the equipment. I've mailed the equipment back to them so it should hopefully be resolved finally.