Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

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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

28,132 total complaints in the last 3 years.
9,107 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/07/2025
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.
In Dec 2024, I switched from **** to Xfinity for ************************************************ I was promised 2 free iPhone 16 Pros and 2-line pricing. Since then, I've experienced non-stop billing issues, fraud, and broken promises.First, my phone was lost in transit. The second was stolen. The third had software issues. All took months and hours of calls to resolve. During this, a 3rd line was fraudulently added by an Xfinity store ***unauthorized and never usedwhich disqualified me from the promo deal.On July 2, 2025, the ********** charged me $767.27 to close that fraudulent line. I was told Id be fully credited, including months of overcharges. I received an email that day saying credits had been issuedbut they never showed up.On July 11, an Xfinity *** advised me to remove my payment method so I wouldn't be wrongly charged on Aug 1. He assured me credits would hit by then.On Aug 1:No credits appeared I was hit with a late fee I was threatened with collections I called again. A Billing *** found the credits were applied to the wrong account. I was transferred to Fraud, who opened a new ticket and promised a fix in 5 ******* of Aug 7, nothing was resolved. Instead, I got a text threatening collections and service disconnection. When I called back, I was told it could take 1530 more days for the back office to fix this. I asked for a manager and was left on hold for 70+ minutes with no response.Ive spent months trying to correct an error Xfinity acknowledges isn't mine. I'm being billed and threatened over charges I was promised would be removed.Desired Resolution:Apply the $767.27 credit and related overcharges to the correct account. Remove all late fees. Place an immediate hold on collections/disconnection. Provide written confirmation that the issue is resolved and my account is in good standing.
Business Response
Date: 08/26/2025

August 26, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:*** *******
***********************************************
******************

Case Number:23715849
Date of Notice:August 7, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by *** *******.

On August 8, 2025, an Xfinity Mobile Regulatory specialist spoke with *** ******* and explained that all issues had been taken care of by a Corporate Escalations specialist. In reviewing the account, it was confirmed that on August 7, 2025, under an escalation ticket, a Corporate Escalations specialist spoke with *** ******* and confirmed that a credit of the full amount was applied. It was confirmed that *** ******* was able to see the credit on August 8, 2025, through the Xfinity application. *** ******* understands that this represents the full and complete compensation that will be added to their account for their corporate escalation.

Regarding the late fees, an Xfinity Mobile customer is charged a late fee if payment fails on their automatic payment date and the failed payment is not resolved by the end of their next billing cycle.

Regarding the credit report concern, on June 16, 2025, we charged *** ******* the full amount for the active iPhone 16 Pro on the July 12, 2025 billing statement that ran from June 12, 2025, to July 11, 2025. This payment was due on August 1, 2025. On August 8, 2025, a credit was applied to remove the billing. *** Warshaws account was not sent to collections or a credit agency.

Should you have any questions, please feel free to contact us.

Sincerely,

Desire S.
XM Executive Resolutions
********************************

Customer Answer
Date: 08/27/2025
[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:08/07/2025
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.
Bought Xfinity mobile and internet. Prior to getting Xfinity mobile, the Xfinity app had a chat with agent feature that allowed for help from a real Xfinity employee. Upon getting Xfinity mobile, this agent disappeared and was replaced by a complete garbage AI chat bot. Additionally, I was promised a $200 Amazon gift card with my internet package order. This gift card was never received and there is no way to contact Xfinity. Very upset with Xfinity and what I have to deal with for the next 1-2 years per MY end of the contract. Why do I have to follow contract if the business doesnt?
Business Response
Date: 09/03/2025

September 3, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:***** *******

, FL 33404

Case Number:23714916
Date of Notice:August 7, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by ***** *******.

Regarding the gift card promotion, on March 30, 2025, ***** ******* purchased, via an online order, Gigabit Internet services at a monthly contractual rate for 24 months effective March 30, 2025 through March 29, 2027 at which time retail rates will apply. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive an Amazon Gift card. To qualify for the ****** Gift card, customers are required to maintain the required level of service for 90 days and keep the account in good standing. Customers may check the status of their Amazon Gift card at ************************************************************************************************************************.

***** ******* satisfied the promotional requirements, but the promotion did not reflect on the account. On August 14, 2025 the request for the ****** gift card was processed. ***** ******* can expect to receive it via email within 1-2 weeks.

On August 18, 2025, an Executive Customer Relations Specialist spoke with ***** ******* and explained the above information. ***** ******* confirmed receipt of the Amazon gift card.

Should you have any questions or need additional information, please contact me on **************.

Sincerely,

Astashia K.
Executive Customer Relations

Customer Answer
Date: 09/04/2025
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. The agent that I worked with promptly amended all issues. No further issues are observed at this time.

Regards,

***** *******
Initial Complaint
Date:08/07/2025
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.
On June 24, 2025 I chatted with an online rep ****** requesting to get a credit for a ******* subscription. I didn't know I had and had never used it. ***** offered me a better deal which included free subscription to ******** reducing my current internet bill from $ ***** per month to an out the door price of $55.0 .He stated nothing will change on my internet speed and that I would not be loosing anything, and he instead was offering a better deal .This week August 4, 2025. I checked my bill and shows an increase - no $55 but $ *****. , this is actually $9.0 more than my prior bill . Consequently chatted with ***** and he said that deal of $55 is not offered on my account and my bill going forward will be $86 , not only $5.0 more than my prior bills but also reducing my internet speed . I cut and copy both conversations and emailed them to me. so I do have the proof the $55 were offered .
Business Response
Date: 08/26/2025
August 26, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ******* ***

, CA 95670

Case Number: 23714833
Date of Notice: August 7, 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 15, 2025, I spoke with Ms. *** regarding a billing concern.Our records indicate that back on June 24, 2025, Ms. *** removed the Fast Internet speed tier, the NOW TV, and xFi Complete while adding a 24-month promotion with 12-month term agreement for the Gigabit Internet speed tier and xFi Complete. The promotion included a 24-month Contract Discount that began on June 24, 2025,and was due to end on July 22, 2027. The term agreement was valid from June *******, through June 24, 2026.

Our records indicate that Ms. *** is currently subscribed to a 12-month promotional offer for the 500 Mbps speed tier. The modem rental fee is included in the promotional pricing. This package was effective August 7, 2025, and will expire on August 22, 2026, at which time, retail rates will apply. On August 7, 2025,******* *** also enrolled into a subscription for NOW TV at the standard retail rate. On August 15, 2025, the subscription to NOW TV was removed from the account with an effective bill stop date of August 7, 2025. These changes generated prorated billing adjustments, which are reflected on the August 18, 2025,billing statement.

Our record shows that the subscription to Peacock Premium (which was established on January 14, 2024, and began billing to the account on July 14, 2024) was removed from the account on August 26, 2025. There was no record found of a prior request to remove the Peacock Premium subscription.

The billing on the account was found to be accurate. Therefore, the request for compensation could not be justified and has been respectfully denied. 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:08/07/2025
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.
Hacking my emails locking me out of devices changing passwords on emails stealing my emails taking make thing them self an admin on my emails and phones sim swapping made another device connected to our phones changing ime numbers on phone
Business Response
Date: 08/26/2025
August 26, 2025

BBB of ********************* & ********************
*****************************************************************************
**********************

Re:       ******* ********
****************
**********, OH 43917

File Number:                23714537
Date of Notice:             August 7, 2025

Dear Sir/Madam:

This ****** responds to the above-referenced complaint submitted to your office by Mr. ******* ********. Please note that Mr. ******** is not listed as an authorized user by the primary account owner of the account referenced in his complaint and, as such, Comcast is not authorized to disclose specific data about the use of services or billing in connection with this account.

On August 15, 2025, a ***************** Assurance technician spoke with Mr. ******** to discuss his concerns and provided his direct contact information should he require further assistance.

Should you have any questions, please feel free to contact us.

Sincerely,

***************** Assurance
**************
Initial Complaint
Date:08/07/2025
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.
I Sent a payment of $200.00 the check was cashed by Comcast but it didn't on my billing statement as a payment or credit. Their terms are I would have to enroll in a plan, be charged a fee and continue to be charged a fee if I forget to unenroll. They already have my credit card information and won't issue me a credit.
Business Response
Date: 08/26/2025
August 26, 2025

Better Business Bureau
***********************
********************

Re:       ****** *****
*******************
            *********,MD 21207

Case Number:                    23713731
Date of Notice:              August 7, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by ****** *****, regarding Xfinity service.

****** ***** subscribed to prepaid services with NOW Internet and Stream Saver, effective March 8, 2025.

Additionally, on July *******, a check payment was received and applied to ****** ***** NOW account,resulting in a credit balance of the same amount.

On August 15, 2025, a refund check was processed, and ****** ***** is expected to receive it within 7-10 business days via U.S. mail.

Later that day, I spoke with ****** ***** to inform him of this update. I also advised ****** ***** that I would follow up after 10 business days to confirm receipt of the refund check.

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,

***** ** *.
Case Manager | Executive Customer Relations

Customer Answer
Date: 08/28/2025
Problem has been resolved, I've received my refund.
Initial Complaint
Date:08/07/2025
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 am filing a complaint against Xfinity (Comcast) for failure to apply a promised credit of $330.19 for six months of malfunctioning television service.On July 8, 2025, I was told by a representative that a $330.19 credit had been approved. It was reconfirmed on July 10 by a tech support agent and again on July 12 by a manager. An escalation ticket (**********) was created to process the credit.On July 30, I contacted Xfinity via chat and was again told the credit had been approved and would be applied on or before August 6, 2025.However, on August 7, I spoke with a Customer Retention representative named ******, who informed me the credit was actually denied, contradicting every prior assurance I received from Xfinity.I have made multiple good-faith efforts to resolve this issue and have consistently received inconsistent, misleading, or false information. I am requesting that Xfinity honor the originally promised credit of $330.19 and provide a clear explanation for the denial.Thank you for your time and help in resolving this matter.
Business Response
Date: 08/18/2025
August 18,2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:         ****************************************************************************************************** ************************
              ***********, ** 60490

                  Case Number:                            23713874
              Date of Notice:                  August 7, 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 August 8, 2025, I spoke with ******************** regarding a billing explanation. On June 1, 2025, a payment arrangement was broken due to no payment being received. The billing statement dated June 25, 2025, included the May 25, 2025, billing statement balance for services rendered from May 29, 2025, through June *******, and new charges for serviced billed from June 29, 2025, through July 28, 2025,and a late fee.

A credit was applied to Alento ******** Jr.s account on June 30, 2025, for the Regional Sports Fee. On July 22, 2025, a payment arrangement was scheduled for July 24, 2025. The scheduled payment failed to process, which caused a broken payment arrangement. However, a payment was processed to the account on July 24, 2025.

The billing statement dated July 25, 2025, included a past balance, new charges and a late fee. I applied a courtesy credit to Alento ******** Jr.s account on August 18, 2025, to compensate for 3 months of services. The credit will reflect on the billing statement dated August 25,2025.

The account is not eligible to receive a payment arrangement,due to the previous broken payment arrangements. I confirmed that the TV Box was not exchanged, or a service visit was completed since November 26, 2024. Account details reflect that the service visit scheduled for July 14, 2025, was canceled. On July 20, 2025, a request was submitted for 6 months of credit, which was denied, as not warranted.

Alento ******** Jr.s request for additional compensation has been respectfully denied. On August 18, 2025, an email was sent to ******************** to advise the above information.

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:08/07/2025
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 August 1 I went into the Xfin store change my cell service from ATT to Xfinity. I was moving 3 lines over but only trading in one phone. The *** ***** quoted at price for **** in was $33.42 a month for trade-in value. When I went home and looked on the Xfinity site it Shouls been Around $18 month for 24 momths. The next day I went to the store I talked to Amanagere **** he looked into it and agreed the *** put into the system the wrong phone info. Should of been $18.55 month.He put a help ticket into to fix the problem for it. They gave me a credit of lump sump credit of $302. He said they could not fix the installment plan. Now I looked my installment plan is $41.66 month thats $9 more a month from what I was originaly what I was quoted for. I just wanted this fix
Business Response
Date: 08/26/2025

August 26, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ***** Doyle
********************;
******************

File Number: 23709200
Date of Notice: August 7. 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to your office by ***** *****.

Regarding the trade in promotional concern, on July 31, 2025, ***** ***** 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 satisfied 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.

***** ***** satisfied these promotional requirements, but the intended promotion did not reflect on the account. On July 31, 2025, the incorrect amount of monthly device credits for 24 months was applied to the mobile account. On August 1, 2025, a one-time credit for the remaining amount of the original trade in promotion was applied to the account in lieu of the original promotion.

Regarding the billing concern, on August 12, 2025, as a courtesy, a one-time credit was applied to the mobile account. The credit will reflect on the July 27 August 26, 2025, billing cycle statement.

On August 12, 2025, an Xfinity Mobile representative called ***** ***** and explained the above information.

Should you have any questions, please feel free to contact us.

Sincerely,

******* *.
XM Executive Resolutions
*********************************
Initial Complaint
Date:08/07/2025
Type:Customer Service 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 am filing this complaint regarding Comcast/Xfinitys unauthorized cancellation of a service agreement, refusal to honor a confirmed offer, and repeated failure to fulfill technician appointmentscausing me financial harm.On Monday, August 4th, I called Xfinity to transfer my ************ to a new address. During this call, the representative offered me a better deal than my existing service, and I explicitly accepted the offer. The new plan and price were confirmed via email shortly after the call.However, when I followed up, I was told by another Xfinity representative that the deal was impossible to honor, and without my consent or notification, the company deleted my account/order entirely. This unauthorized action caused my service to be canceled despite being in good standing.I was then forced to accept a more expensive plan just to restore ************under pressure and with no clear path to reinstate the original confirmed offer.Since then, I have been promised multiple technician appointments, none of which were fulfilled. Technicians have repeatedly no-showed, despite my having taken time off work to be available. I have now lost income due to Xfinitys failure to follow through, and I am still without reliable service.This situation involves:Unauthorized cancellation of a confirmed service planFailure to honor a service agreementService disruption to an account in good standingMissed technician appointments despite confirmationFinancial harm due to lost work timeI am requesting that the *** investigate these actions and that Comcast/Xfinity be required to:Reinstate the originally agreed-upon service and pricingProvide an official apology and compensation for lost wages due to missed technician visitsCommit to a confirmed service activation dateCease deceptive or misleading service offers they cannot honor-or-WiFi restored today August 7I can provide email confirmations and relevant correspondence
Customer Answer
Date: 08/07/2025
Executive service team reached out to me to provide resolution tonight, i will update tomorrow on whether complaint is resolved
Business Response
Date: 08/26/2025

August 26,2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:       ******* ******
            **********************
            *******,MA 02155

                Case Number:                      23713645
            Date of Notice:             August 7, 2025

Dear *** or Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity service.

I made several attempts to contact Mr. ****** via telephone and email; however, my attempts were unsuccessful. Although I was unable to reach ********** a review was completed on the account. ******************** records show Mr. ****** accepted an agreement for Gigabit Internet on August 4, 2025.On August 5, 2025, Mr. ****** accepted an agreement with a lower rate for Gigabit Internet on account ending in ************************************************************** 1578.

On August 5, 2025, a transfer of services was completed,and a technician recovery visit was completed on August 7, 2025, where services were installed.

On August 8, 2025, a Professional Installation charge was reversed,and credit was given. This reversal and credit will be posted on the September 4, 2025, billing. 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
Customer Answer
Date: 08/27/2025
[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.
However they routinely spell my name wrong and had multiple **** call me out. One of which was calls I answered. I would suggest they make changes to their system to better look a client cases

Regards,

******* *******
Initial Complaint
Date:08/07/2025
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.
Comcast is sending my uncle two bills which is the phone bill and camera bill from the same company and it been going on for 2 yrs. So why he cant get one bill for the same company. I want an explanation for that.
Business Response
Date: 08/21/2025

August 21, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re:**** ****
********************************************************************************************************

Case Number:23713610
Date of Notice:August 7, 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. **** and confirmed he is currently subscribed to our Internet Essentials internet and ***************************** Mr. ***** current services and pricing were effective on July 30, 2025, following the removal of NOW TV at Mr. ***** request.

During our conversation, I explained that Xfinity Mobile and Xfinity *********** services are billed independently due to the differences and complexity of the network/infrastructure, billing systems, and staff/teams necessary to keep both types of services upgraded and active. 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.

Sincerely,

****** *.
Executive Customer Relations
**************
Initial Complaint
Date:08/07/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xfinity offered a FREE smartwatch. Now they are billing me for it. Will not take it back. Never took it out of the box. Xfinity lied.
Business Response
Date: 08/18/2025
August 18, 2025

BBB of ******************* & ********************
*****************************************************************************
**********************

Re: ****** ****
*******, GA 30028

Case Number: 23713460
Date of Notice: August 7, 2025

To the Better Business Bureau:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** **** regarding Xfinity Mobile service.

On May 20, 2025, ****** **** purchased the Apple Watch SE. At that time, Xfinity offered a Rewards offer, in which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to receive the ********************** Rewards offer through the Xfinity self-service portal, redeem the offer, and purchase a qualifying device on a device payment plan for 24 months by a specific date. 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 reward offer was not sent to ****** ****; therefore, an offer was not available to redeem with a qualifying purchase.

On August 11, 2025, an Executive Customer Relations representative spoke with ****** **** and confirmed the above information. We explained that Xfinity Mobile provides all promotional requirements and monthly charges within our marketing and within each Xfinity Mobile order review. Our records show the full rate of the Apple Watch SE and the 14-day return policy of the purchase was confirmed with Xfinity Mobiles terms of service, which was approved by ****** ****. We confirmed that the request to return the Apple Watch SE was denied.

On August 11, 2025, we applied a one-time courtesy credit, which reflects towards the August 6, 2025, invoice and confirmed the account reflected a $0.00 balance with the next billing invoice to print on September 6, 2025. Furthermore, we accelerated the remaining device payment plan charges for the Apple Watch SE to the September 6, 2025, invoice and applied a courtesy credit to the invoice, offsetting the charge. Feedback on our findings was routed to management. We apologize for any inconvenience this may have caused the customer while attempting to resolve the matter.

I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

******* *.
Xfinity Mobile Regulatory Specialist

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Comcast Corporation

Comcast Corporation

Comcast Cable

Comcast Cable

Comcast Cable

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Comcast Corporation is NOT a BBB Accredited Business.

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Important information

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Comcast Corporation is NOT a BBB Accredited Business.