Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  PO Box 5155 Southfield, MI 48086-5155

• 

  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

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:08/06/2025

  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 signed up for free Peacock streaming services through Xfinity Rewards in 2023. I am a Diamond rewards member with Xfinity, and this promotion did not say it had a 2 year limit on it. There was no expiration date on this promotion.I was notified by ******* streaming that I no longer will receive free streaming from my Xfinity Diamond Rewards membership as of August 2025.There was no notification from ************************* a 30 + plus customer, they should honor free Peacock, as the promotion had no visible end date.I want free Peacock restored to my account from **********************.

  Business Response

  Date: 08/20/2025

  August 20,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *****
              ********************
              Cicero, IL 60804
  
                Case Number:                    23712012
              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 ******** *****, an authorized user on account ending *****, regarding Xfinity service.
  
  Our records indicate that Peacock Premium free for 24 months was redeemed through Xfinity Rewards on July 9, 2023. The 24-month free access to Peacock Premium has expired.
  
  Our records indicate that the May 17, 2024, billing statement is the last billing statement that Peacock Premium reflects on. On June 11, 2024, Peacock Premium was removed from the account. An email was sent to all rewards members advising that Peacock Premium would no longer be available at no cost after August *******. Urban was made aware that we are unable to provide additional free Peacock Premium subscription with the Xfinity Rewards program. Ms. ***** was advised that Rewards may be changed at any time by Xfinity and that I applied a one-time courtesy credit on August 12, 2025, to offset the equivalent of six (6) months of Peacock Premium subscription. The credit reflected on the August 17, *************************** ***** was provided the link to the Xfinity official website on how to manage her Peacock Premium subscription.
  
  On August 12, 2025, an email resolution was sent to Ms. ******** ***** with the above information. 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 at *************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/06/2025

  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.

  In June, I purchased an internet plan through Xfinity and activated a mobile line as part of a promotional offer clearly stating that the mobile line would be free for one year with the purchase of internet service.Soon after, I received and paid the bill for the internet service. However, I then received a separate bill for the mobile line, which directly contradicts the promotional terms.I called Xfinity upon receiving the mobile bill and was initially told that the first billing cycle would be charged, but future months would be free. I pointed out that this condition was never disclosed in the promotional materials or terms and conditions.I requested to speak with a manager, who confirmed that I was correct the mobile line should be free for one year and told me that the issue would be resolved within 24 hours.After six days, the billing issue was still not fixed.I called again and was again promised that it would be fixed within 24 hours. Two more days passed, and the issue remains unresolved. The bill has now gone through, and I have been charged. This second phone call I asked if I could record and have a recording of the confirmation that the bill should only be the $25 activation fee plus tax, and that subsequent months for a year should be free.I have the following documentation and evidence:A recording of the second call with the representative confirming the promotion terms and that only a one-time $25 activation fee should be charged. Reference number for this call: 1754348409987.Screenshots of the promotional offer and the billing statements showing the improper mobile line charges.I am requesting that Xfinity:Remove all improper charges related to the mobile line, consistent with the terms of the promotion.Ensure the mobile service remains free for the full 12-month promotional period, as advertised.Provide written confirmation of this correction and a full explanation of how and when it will be applied to my account.

  Business Response

  Date: 09/02/2025

  
  September 2, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******* *****
              **************************
              *******,MA 01002
  
                Case Number:                    23711689
              Date of Notice:             August 7, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted by ******* *****.
  
  On June 17, 202,  ******* ****** purchased an iPhone 13 ******* that time, Xfinity offered a promotion through which eligible customers could qualify to receive a monthly discount on their Xfinity Internet bill provided they satisfied certain requirements. To qualify for the promotion,customers were required to sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears on the Xfinity Internet bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier.
  
  ******* ****** satisfied the promotional requirements, but the promotion did not reflect on the account. On August 14, 2025, the promotion was applied to the account and is reflected on the billing statement issued from July 17, 2025, to August 16, 2025.
  
  On August 14, 2025, a one-time courtesy credit was applied to the billing statement issued on August 16, 2025, to offset the service charge.
  
  Regarding the refund request for the payment processed on August 6, 2025, the billing statement issued from June 16, 2025, to July 15, 2025, did not reflect that the unlimited data is free with HSD promo code. The statement included the unlimited plan, a one-time line setup fee, plus tax. On August 15, 2025, a refund was processed.
  
  Upon receipt of this complaint,I attempted to contact ******* ***** to explain the above information.Unfortunately, all contact attempts were unsuccessful. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  ********* *.
  XM Executive Resolutions

  Customer Answer

  Date: 09/03/2025

  [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:08/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity customer service never mentioned that there would be a charge for the free watch that came with the promo. Even when I asked they went out of they way to ensure me that this was a perk for being a great customer. I had to cancel the service because they were unable to provide internet at our new address (after telling me they could in the store). I have had repeated charges each week that when I inquired about I was told they were erroneous and were being fixed. They would tell me each month that this month is the final charge and I wouldn't be charged next month. They never mentioned returning the watch until I was beyond the return window.

  Customer Answer

  Date: 08/07/2025

  I added the transcript of my conversation with the customer service representative and another screenshot from the chat assistant 

  Business Response

  Date: 08/26/2025

  August 26, 2025                                                                       
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ******** *****
               1231 Honey Lane                     
               ****** GA 30809
  
  File Number:             23711637
  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 watch promotion; on March 31, 2025,******** ***** purchased an Apple Watch. 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 a qualifying device on a device payment plan for 24 months. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated,credits associated with device payments are lost.
  
  ******** ***** satisfied the promotional requirements and was receiving the promotion as intended. However, the line was disconnected on July 8, 2025.
  
  On August 12, 2025, I refunded the first payment charged on March 31, 2025, and refunded the August 6, 2025, payment. I also waived the remaining balance on the watch on August 12, 2025. The credit will apply towards the September 6, 2025, bill. The watch remains disconnected. 
  
  On August 12, 2025, a Xfinity Mobile Executive Resolutions representative spoke with ******** ***** and explained the above information.  
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  ******************************

  Customer Answer

  Date: 08/28/2025

  [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:08/06/2025

  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 began having issues with one of my lines not making or receiving calls or texts. I called Xfinity and troubleshooted and they told me I needed to go to the store to get a sim. I did not have my physical ID and when I asked if I could add my mom even though the store was still open for another 10 minutes they told me to come back tomorrow. I then eventually went to the store a few days later and the *** told me he could not help me there that I needed to call in. I called in they referred me back to the store. The store *** who helped me on 8/06 was helpful and he gave me a sim and it was working when I left. It stopped working again on 08/06/25 and when I called again I was on a call for 1.5 hours with no resolution doing the same steps. I need this issue escalated because Xfinity is not helping fix the network issue.

  Business Response

  Date: 08/15/2025

  
  August 15, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              *************************
              ****************, CO 80951
  
                Case Number:                    23711375
              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 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. Our records indicate the telephone number ending in ***** was first added to the Xfinity Mobile account on September 23, 2024, with a customer-owned device, a ******* Galaxy Note 10,IMEI ending in 4296.
  
  On December 28, 2024, an order for a replacement SIM was completed for the ******* Galaxy Note 10. On July 24, 2025, an order for a replacement SIM was completed for the ******* Galaxy Note 10.
  
  On July 24, 2025, ******** contacted Xfinity Mobile customer care advising that they were unable to make or receive calls on the telephone number ending in *****. At the time of the call, troubleshooting steps were completed, however they were unsuccessful.
  
  An additional order for a replacement SIM was completed on July 25, 2025, with the telephone number ending in ***** transferred to a customer-owned device, an iPhone 13 Pro Max,IMEI ending in 9043.
  
  On July 25, 2025, an additional order for a replacement device was completed for a customer-owned device, an iPhone 13 Pro Max, IMEI ending in 7743, for telephone number ending in *****. On July 25, 2025, an additional order for a replacement SIM was completed with the telephone number ending in *****, IMEI ending in 9043.
  
  On August 4, 2025, ******** contacted Xfinity Mobile regarding an order to be placed for a new SIM for the customer-owned ******* Galaxy Note 10.
  
  On August 5, 2025, an additional order for a replacement SIM was completed with the telephone number ending in *****, IMEI ending in 9043.
  
  
  
  On August 6, 2025, an additional order for a replacement SIM was completed with the telephone number ending in *****, IMEI ending in 9043.
  
  On August 6, 2025, an order was completed for a replacement device, a customer-owned iPhone 13 Pro Max, IMEI ending in 7743 for telephone number ending in ***** in addition to a replacement SIM order.
  
  On August 9, 2025, an order was completed for a replacement device, a customer-owned Galaxy Note ******* ending in 0085 for telephone number ending in *****. On August 9, 2025, there was an additional order for a replacement SIM for the telephone number ending in *****, IMEI ending in 9043.
  
  On August 9, 2025, an escalation case was submitted where it was confirmed that the ******* Galaxy note, IMEI ending in 0085 was aligned correctly with Xfinity Mobiles systems and it was recommended to contact the original equipment manufacturer if issues persisted.
  
  On August 10, 2025, an order was completed for a replacement device, a customer-owned ******* Galaxy S22 Ultra, IMEI ending in 6023, for telephone number ending in *****. On August 10, 2025, two additional replacement SIM orders were completed for telephone number ending in *****, IMEI ending in 6023.
  
  On August 11, 2025, our network partner was contacted where it was confirmed that the ******* Galaxy S22 Ultra was provisioned correctly on our network and that there were no outages in the area. Xfinity Mobile records reflect that the device has made and received calls and text messages as of August 13, 2025 for the July 23 August 22, 2025 billing cycle. If service issues persist, it is recommended to contact the original equipment manufacturer for additional assistance.
  
  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,
  
  
  ******* *.
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:08/06/2025

  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.

  My cable internet was down. After checking the Xfinity app for outages in my area (there were none), I called Tech Support to troubleshoot the issue.The representative immediately and repeatedly tried to get me to consent to changes in my plan. I refused and continued to request help with the issue I was calling about. Over the next 45 minutes, the representative failed to resolve or even diagnose the issue. He said the equipment I owned was out of date (just 2 years old). I repeatedly asked him what the issue was, whether it was the modem or the router or the service line, but he wouldn't say anything other than it was due to error codes and that I wouldn't understand. He then continued to berate me about not taking his generous offer of a new plan. I left the call with no solution, no diagnosis, and a service appointment for days later.I then received numerous calls and texts from Xfinity attempting to cancel my service appointment.These guys ****.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
   
  Re: ******* Guida  
  ******************
  
  Case Number:23711201
  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 14, 2025, I spoke with Mr. ***** regarding a service-related concern. On August 5, 2025, a service visit was scheduled to be completed on August 7, 2025. However, on August 6, 2025, the service visit was cancelled by Mr. ***** via text message. 
  
  During our conversation, Mr. ***** advised that he removed his customer-owned router which resolved the service issue. An internal review of the signal levels to the residence confirms they are within Comcast specifications. 
  
  On August 14, 2025, I applied a 12-month monthly service discount to the account as a courtesy. Once expired on August 14, 2026 the discount will no longer apply. This reflected on the August 16, 2025 billing statement. 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
  

  Customer Answer

  Date: 08/20/2025

  [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. 

  The business's written response does not acknowledge the reprehensible behavior of their tech support staff, inability or unwillingness to diagnose a technical issue, or the multiple attempts the company made to cancel the service appointment they had just made. The business did acknowledge these in our phone call however, and it was the reason for the $240 annual discount I received.

  Xfinity has little motivation to improve their services as they are a functional monopoly. BBB's intervention is much appreciated.   

  Regards,
  
  ******* *****
  

  
  

• Initial Complaint

  Date:08/06/2025

  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.

  There was a **** account opened under my WiFi account with ********************** back in Sept. 2022 and Xfinity charged me $9.99/mo. for this **** Account. I have my own separate **** account and when I discovered that Xfinity was charging me for another **** account, I called them to let them know if was not my account. I asked them to cancel the subscription and refund me the money this money. They said that **** would have to refund me the money since Xfinity paid them the money. I called **** and they said they don't see a second account for me (just the account that I use and pay them for, directly). They called Xfinity to let them know that they would need to initiate the refund and Xfinity called me back and told me that **** needed to pay me back. I called **** again and was told the same thing. I have no other option for Wifi in my area that will support our needs as I work from home or I would simply cancel my service with Xfinity. I would like my money back and to have some sort of confirmation that they are not going to be taking money out of my checking account to pay for someone else's **** service moving forward.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Better Business Bureau 
  ****************************;
  **************************************
  
  Re:       ******* *****
               *****************
               **********************
                
               Case Number:23711194 
               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 12 2025, I spoke with Ms. ***** regarding a billing concern. I explained **** related billing concerns and credit requests are handled by ****. Our records indicate Ms. ***** subscribed to **** on September 29, 2022. **** was cancelled on August 5, 2025. **** will automatically discontinue on August 29, 2025. 
  
  On August 18, 2025, a credit for four months of **** was applied to the account as a courtesy. The credit will appear on the billing statement dated August 25, 2025. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.
  
  Sincerely,
   
  
  ***** *.
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i called xfinity back in may to cancel my services with them, was told my account was closed and now i have been charged 3 times since then for service i dont have or use. i have gone into the store multiple times to correct this issue and have been told that my account is closed. however, today, Aug 6, 2025, i have received an email stating my payment was not successful and to contact them to make a payment before i receive a late fee. the payment was not successful because i went to my bank last week and had them block any further charges from xfinity, comcast. i have been told numerous times that i will be receiving a refund for the other 2 charges they successfully took from my bank account, unauthorized. i want my money back and for them to stop trying to charge me.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** ******
  *****************************************************************************;
  
  Case Number: 23711046
  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. 
  
  Comcast records show that a disconnection request was submitted on July 2, 2025, for the account ending in 3398. Effective July 4, 2025, the account was disconnected with a stop billing date of May 31, 2025. On July 4, 2025, a prorated credit was applied to the account which generated a credit balance. Comcast records do not show that there was any request to disconnect service prior to July 2, 2025. On August 1, 2025, a refund was processed to the payment method saved to the account. On August 6, 2025, our accounts receivable department verified that the refund was processed and can take up to six weeks from August 1, 2025, to be received. 
  
  On August 6, 2025, a payment that was made on June 1, 2025, was returned to Mr. ******* banking institute. As a result, a returned Electronic Funds Transfer Fee was applied to the account and will be reflected on the September 4, 2025 billing statement. On August 6, 2025, a payment that was made on July 1, 2025, was returned to Mr. ******* banking institute. As a result, another returned Electronic Funds Transfer Fee was applied to the account and will be reflected on the September 4, 2025, billing statement. 
  
  On August 7, 2025, I applied credits for the Electronic Funds Transfer Fees. These credits will be reflected on the September 4, 2025 billing statement.
  
  On August 7, 2025, I spoke with Mr. ****** and advised him of the aforementioned information. 
  
  Upon review of the account, there was no usage of services in June or July 2025. On August 15, 2025, a credit was applied to zero out the account. We will follow up with Mr. ****** to ensure the receipt of the refund that was processed on August 6, 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 **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/06/2025

  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.

  Xfinity!! Where do I even begin. A simple promo that attracts the customers! Switch and receive a gift card from ******, for $200 so I left **** and decided to join!Per the website but I do the simple Xfinity incentive search on ****** to get the correct website. I log in, and it shows April 28th for a start to my service. ****!! No problem. Ran into a lot of issues along the way and will be more than willingly to discuss why half my bills were credited. Not the point- point is, if my calculations are correct. April 28th- 90 days forward, is July 27th right?! Per chat GPT and ****** it shows the 27th!Were on basically day $100 and i havent received **** c*** and have had this escalated for a ticket. Which was infact closed today with no sort of response or nothing! Further more- everytime I continue to chat with Xfinity support. My email is blowing up with Spanish emails from Xfinity. Just a final update; from the final chat of today- this came from the agent.*******, I understand your situation. The service start date is when the billing began, which was 05/03/25, and the gift card is sent after 90 days of service ********* have a $200.00 Amazon gift card promotion in your account, and it has been processing since 90 days have ********* will be sent via email to "*************************."Which he forgot to mention..90 days is August 1st. All I just want is my promised promotion reward. You guys have been Blatantly blew up my phone with multiple verification text messages, emails, even sent me Spanish emails. I just want my promised promotion reward and Ill remain in my corner, keeping my mouth shut for good. My name is *******, hope to hear from anyone soon. Excuse me ahead of time if Im not the greatest customer to speak with. You guys preach about trust. Yet- the agents I speak with shows ***************: ************************* Phone: ************

  Business Response

  Date: 08/26/2025

  
  August 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* *****
           *******************
           *******************
  
           Case Number: 23710921
           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 Amazon gift card concern, on April 28, 2025, ******* ***** purchased Gigabit Internet at a discounted rate per month effective May 3, 2025, through May 10, 2030. Package includes xFi complete at no additional fee per month effective May 3, 2025, through May 10, 2030. The account is receiving an additional discount per month with enrollment in paperless billing and automatic payments with a credit card.
  
  At that time, Xfinity offered a promotion through which eligible customers could qualify to receive an ****** gift card provided they satisfied certain requirements. To qualify for your card, you must maintain the services required for the offer for 90 days and keep your account in good standing
  
  ******* ***** satisfied the promotional requirements and will receive the Amazon eGift Card at the email address associated with the Xfinity account within 14 to 16 weeks of service activation. I advised ******* ***** he is still within the 14 - 16 week timeframe. ******* ***** can check the status of the Amazon eGift Card at **********************************************************************************************.
  
  On August 8, 2025, Executive Customer Relations corresponded via email with ******* ***** and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  **************
  
  

• Initial Complaint

  Date:08/06/2025

  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 participated in an offer that promised to pay off my old device in exchange for sending it in. I returned my device as instructed and submitted proof of the payoff amount. However, I never received the promised debit/payment.This is extremely disappointing and one of the main reasons I chose to switch providers. I upheld my end of the deal, yet your company failed to honor its ************* requesting immediate resolution and the full amount owed to me as agreed upon in the promotion. Please look into this matter and respond promptly.

  Business Response

  Date: 08/27/2025

  
  August 27, 2025
  
  
  Better Business Bureau
  *****************************************
  Suite 1330
  *********************
  
    Re:     File Number:   23710881
  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 ***** *******.  ***** ******* is an authorized user on the account ending in 5349. 
  
  On April 19, 2025, ***** ******* traded in an iPhone 12 Pro Max towards the purchase of an iPhone 16 Pro Max for. At that time, Xfinity Mobile offered customers the TIPs (Trade-In Promotions) device payout plan, which allows customers to receive a virtual prepaid ********** when they trade in an eligible device while activating a new Xfinity Mobile line. Customers must upload their last ********************** bill and complete registration at the Mobile Time to Switch microsite. After meeting all requirements, they will receive the prepaid Mastercard within four to six weeks. **** credits from the TIPs promotion are applied over 24 months,contingent on the trade-in device being received in good condition. Eligibility includes all postpaid carriers, and customers can trade in up to five lines per account.
  
  ***** ******* did not satisfy the requirements for the promotion because our warehouse did not receive the trade-in device until June 10, 2025, which was after the qualification cut-off date of June 6, 2025. On August 16, 2025, a credit was applied to the July *******, billing cycle invoice as a courtesy.
  
  On August 16, 2025, an Xfinity Mobile Executive Resolutions Specialist 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:08/06/2025

  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.

  I was canceling a service and not notified that I would immediately incur a fee for equipment and I has asked for a shipping label to be sent to me for the return of equipment. An email verifying my cancellation and shipping label was never receivrd. When I got an email stating the company pulled over 420 dollars from my account. When I called to check, they said that the money would not be taken from mt account. The following day, the money was withdrawn. This put my account negative $350 in the negative. I have said I am willing to pay for the equipment in increments, but I would not have cancelled the service if I knew I would be charged immediately, because I did not have it to spend. I have been told 3 times in messages and 2 times on the phone that I would be receiving my refund due to the financial hardship it has put me in. I can't pay all of my bills or shop for groceries because I am making up for a negative loss. I have talked to at least 10 people at Xfinity and no one will work with me. Im willing to pay for the equipment, but I need the lump sum back.

  Customer Answer

  Date: 08/09/2025

  I have been contacted by the company and they have helped me receive my money back and offered to work with me on a payment arrangement for any unresolved money owed.

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************
  
  Re:       ******** *******
              **********************************
              ********, IN, 46350
  
              Case Number:                     23710277
              Date of Notice:             August 6, 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 7, 2025, I spoke with Ms. ******* regarding the concern. Our records confirm that the Xfinity Home Ultimate system was professionally installed on August 2, 2024, with the equipment charge being split into 24-month installments per Ms. ******** request. The Xfinity Home Ultimate system installment charges first posted to Ms. ******** August 3, 2024 bill statement.
  
  Ms.******** account was fully disconnected on July 18, 2025, at her request. Upon disconnection, Ms. ******* was billed fully for the remaining installments 13 through 24 towards the Xfinity Home Ultimate system. During our discussion on August 7, 2025, I explained to Ms. ******* that she no longer qualified for an Xfinity Home equipment return as she was outside the 30-day Money Back Guarantee as of September 2, 2024.
  
  Ms.******* requested a refund for an electronic funds payment that she made on July 24, 2025. Upon review, the payment that Ms. ******* made on July 24, 2025, satisfied the entire balance owed and resulted in a $0.00 balance. I advised Ms. *******  that she could contact her financial institution to see whether they could perform a payment reversal, but that no credits or refunds from Xfinity were justified,as the payment satisfied a balance that was owed and valid. 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,
  
  
  ******* *.
  XH Sr.Technician NETS