Business Profile

Internet Providers

Comcast Corporation

Headquarters

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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

28,109 total complaints in the last 3 years.
9,086 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:08/05/2025
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.
In June my internet and mobile phone charges unexpectedly increased. I contacted Xfinity and was told my bill increased because I no longer had a bundle package. They stated because I was a platinum member I qualified for a free Apple Watch. All I needed to do was pay for shipping and once I activated the watch my bills would return to the normal rate because now I had another thing to bundle with my Internet and my mobile phone service. This has not happened. My bill is still more expensive than I was originally paying. I have contacted the company several times and when Im finally able to speak to a human, no one can help me. They tell me a manager or a supervisor will return my call and Ive never gotten a callback. Meanwhile, they are continuing to overcharge my credit card. I did not need nor did I want an Apple Watch. I asked the appropriate clarifying questions to make sure that this would be of no added expense to me and it would in fact adjust my bill. I was assured and reassured that all I had to pay for shipping for this watch And my bill would return to the rate that I have been paying. I am more than happy to return the watch to them and end this relationship.They are committing some unethical business practices. They are telling their customers one thing and doing the exact opposite. They do not keep their word They will not speak to you to resolve the issue, they constantly want to continue to try to sell you more products instead of offering a resolution to the issue that youre calling about.Its very frustrating to have to deal with this and I felt I had nowhere to turn but to the Better Business Bureau so that they can note the unfair business practices of Xfinity and Comcast.
Business Response
Date: 08/25/2025
August 25, 2025

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

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

, FL 32208

Case Number:                    23701312
            Date of Notice:             August 5, 2025

Dear Sir/Madam:

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

On August 7, 2025, I communicated via email with Ms. ****** regarding a billing explanation. The account received a ******************************* discount that effective June 18, 2023 and ended on June 17, 2025.

On May 16, 2024, Ms. ****** accepted a 24-month contractual agreement for the 1 Gig Internet that was effective from May 16, 2024 through May 16, 2026. The package included a contract discount that was effective from May 16, 2024 through June 11, 2026. ********* accepted a 24-month promotion for Internet/Voice rental at no additional charge that was effective from May 16, 2024 through June 11, 2026 at which time retail rates are applicable.

The account received a self-service discount due to enrollment in automatic payment and paperless billing. The agreement included an early termination fee that is applicable if the disconnection of the account was completed prior to Customer approval for the agreement and package pricing was received via email.

The billing statement dated May 8, 2025 generated for services billed from May 12, 2025 through June ******* and reflected the ending of the Xfinity Mobile discount. I was unable to locate any request being received from Ms. ****** regarding the disconnection of her account prior to August 11, 2025.

On August 11, 2025, ********* requested the disconnection of her account with a stop billing date of August 11, 2025. Ms. ****** was advised her account will be billed an early termination fee due to the disconnection of her account prior to the end of the agreement which will reflect on her next billing statement.

On June 10, 2025, Ms. ****** purchased the Apple Watch SE, IMEI ending *****, device with a ******** device payment plan. The Xfinity Mobile order captured the Xfinity Mobile rewards offer with a credit off on a new smartwatch, when redeeming the rewards offer by June 10, 2025. The rewards offer entailed that the credit would be broken into 24-month installments, and that the line must remain active for the duration of the 24 months. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.

On August 11, 2025, ********* disconnected her residential services, which would cause her Xfinity Mobile account to be assessed a line access fee each month, per line of service. As a courtesy, we accelerated the remaining device payment plan charges to the August 16, 2025 billing statement and confirmed a monthly credit installment was already captured on the invoice; therefore, we applied a one-time credit, adjusting the remaining device payment plan charges for the Apple Watch SE.

On August 11, 2025, ********* disconnected the Xfinity Mobile account. We confirmed the Xfinity Mobile account reflected paid in full, due to the payment processed on August *******, and that the final bill would print on August 16, 2025, as the disconnect was processed during the billing period of July 16, 2025, through August *******.

Due to a backend system error, the watch line did not successfully cease on August 11, 2025, and was successfully ceased on August 25, 2025. A credit has been applied to the for the prorated charges that will appear on the September 16, 2025 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

**** *.
Executive Customer Relations

Customer Answer
Date: 08/31/2025
Some of the information **** provided is absolutely incorrect. I have relocated and Xfinity is not a provider in the area. *****, from Xfinity also contacted me and agreed to waive all early termination fees including the free watch since I have relocated to an area not serviced by Xfinity. If I receive a bill from Xfinity for any amount, I want this case reinstated.
Initial Complaint
Date:08/05/2025
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 do not have an Xfinity mobile account and have spoken with the company multiple times. I went to the store to verify that I did not have a mobile account and they canceled it on the spot even though I had already spoken to the company many times over the phone. They told me more than once that they would not call me anymore to ask for money from a mobile account that I didnt have yet they are still billing me and calling me for money.
Business Response
Date: 08/19/2025

August 19, 2025

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

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

            , AZ 85743

                Case Number:                      23700870
                Date of Notice:             August 5, 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 Mr. ******** via telephone and email. Although I was unable to reach Mr. ********* a review was completed on the account. Our records confirm on January 9, 2025 Mr. ******** purchased an Apple iPad 10th Generation, to be paid in 24-monthly installments, on the ********************* plan. The device was delivered to the service address on January 15, 2025.

On May 27, 2025 Mr. ******* contacted customer care to advise he did not receive the device. Customers have ************************* days from the delivery date to contact Xfinity Mobile and file a shipment claim. A shipping claim was entered and subsequently denied because the concern was not reported within 10 business days of the delivery date.

Mr. ******** will remain responsible for device payments. As a one-time courtesy, a credit was applied to the Xfinity Mobile account on May 27, 2025 toward the invoice dated May 15,2025.

A payment was never successfully made on the Xfinity Mobile account. As a result, the unpaid account balance was sent to collections on August 4, 2025. The Xfinity Mobile account is now disconnected and the remaining balance due valid.

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:08/05/2025
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.
My cable service ***** and I have replaced my cable box over 6 times the last month and all of them have been faulty and I am tired of having to drive to the store and having to have a tech person online ship me a box for it to not work. The boxes all lag, refuse to respond to remote control commands, does not go to sleep when I ask it to sleep, black screens, has problems recording shows and scheduling recordings, etc. I refuse to schedule an appointment because I know theyll just bill me 150$ for a tech fee as for some reason they never find anything wrong............ I shouldn't be paying for this cable service. Also the last tech who came to my home literally broke my wall outlet to where I cannot even replace the coxial cable without having to unscrew the wall plate and the line is stuck to the thing as well so unless a tech is actually gonna give me a new wall plate to fix the one the last tech broke, I might as well just cancel their service since a customer since 2006 has to put up with broken cable service.I want someone to give me a functioning dvr or non dvr cable box( if I can get rid of the dvr fee and save 10$ a month for less storage because your dvrs **** complete eggs) with a free tech visit with a tech that knows what they are doing or help me understand whether or not i even need a dvr box to be able to record shows and schedule recordings as i only need 50 hours of space then i can just use a non dvr box instead of these faulty crappy 4k dvr boxes which literally last a week before it dies. I know you guys hate it when I get so much credit, but I wouldnt ask for credit if my service just functioned which it cannot and no amount of magic your tech does or "fixes" that don;t work, my cable service to this day has been broken and I'm tired.I should hire a lawyer because this is literally fraud that I'm basically held hostage to have cable otherwise my internet bill would be 150$ as a loyal customer gets screwed up the a** on the bill amount
Business Response
Date: 08/22/2025
August 22, 2025

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

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

Case Number: 23700817
Date of Notice: August 5, 2025

Dear *** or Madam:

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

On August 5, 2025, I spoke with ****** ***** regarding a broken wall plate concern. ****** ***** accepted a technician visit to investigate and/or repair the broken wall plate concern. The technician also replaced the TV Box and was able to accommodate ****** Grants request for the specific TV Box (XG1 Digital Video Recorder (DVR)) with a built-in clock during the visit. All TV Box replacements come with a new set of remote control. The remote control was also replaced during the above completed visit.

On August 11, 2025, a one-time credit was applied to offset the professional installation visit posted on August 9, 2025. The charge and credit were not reflected on any statement. On August 12, 2025, a credit was applied for *********** adjustment.The credit will reflect on the September 11, 2025, statement.

For further assistance, contact with ****** ***** is necessary. Should you have any questions or need additional information, please contact me at *************.

Sincerely,

Gay R.
Executive Customer Relations
Customer Answer
Date: 08/25/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23700817

I am rejecting this response because:
The tech did not fix anything and also mentioned that they were mice in the backyard green box in the backyard but did nothing about it. I had to downgrade my dvr service and get rid of the dvr units. So i saved 10$, but now have a worse cable experience before as I wanted it to be fixed so i can keep the dvr service. Also the tech never fixed the wall plate either so the line in the living room is damaged which is why i had to change to avwireless dvr. Now they want me to pay 30$ more a month to keep the Marquee Network for their ultimate tv plan. I just got knee surgery too. I will call Gay using the number she provided soon, but all that happened was my time got wasted, i needed to waste more gas, and nothing got fixed.

Regards,

****** *****

Business Response
Date: 09/02/2025

September 2, 2025

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

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

Case Number:23700817 Rebuttal
Date of Notice:August 25, 2025

Dear Sir/Madam:

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

On August 26, 2025, I spoke with Mr. ***** wherein a service visit to address the service issue was refused. Without cooperation from Mr. ****** we are unable to provide a resolution.

Marquee Sports programming is included in the **************************** I advised Mr. ***** on August 26, 2025, of this information. Mr. ***** advised he will contact us if he elects to upgrade. No changes have been made at this time. Mr. ***** was previously provided credits on August 12, 13, and 14, 2025. These credits will reflect on the September 11, 2025, billing statement.

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

Sincerely,

***** *.
Executive Customer Relations

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:08/05/2025
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.
Predatory sales and marketing, use of name, image, likeness and life for personal agendas, gain and interests, sharing personal information, forcing associations and relationships without consent and awareness, instigation
Business Response
Date: 08/22/2025
August 22, 2025

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

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

File Number: 23700804
Date of Notice: August 5, 2025

Dear Sir/Madam:
This ****** is in response to the above-referenced complaint submitted to your office by ****** *****.
Comcast was unable to substantiate the concerns raised by Ms. ***** in her complaint
On August 5, 2025, A Comcast ***************** Assurance technician made several attempts to contact ******** to advise her of the above information and discuss Ms. ***** concerns.Unfortunately, all contact attempts were unsuccessful. The technician left a message with his direct contact information should Ms. ***** have further questions regarding this matter.

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

***************** Assurance
*************
Initial Complaint
Date:08/04/2025
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.
Changed carriers on 07/06/2025 and they have taken 2 payments for July and again today 8/04/2025 for services that I dont have with them any longer.
Business Response
Date: 08/14/2025
August 14, 2025

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

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

            CO 80112

              Case Number:                    23700403
              Date of Notice:             August 5, 2025

To the Better Business Bureau:

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

Several attempts were made to speak with Ms. ****** regarding the Xfinity Mobile concerns, unfortunately all attempts were unsuccessful. A review of the account was completed.

The Xfinity Mobile line of service with telephone number ending *********************************************************************************** ******* request on July 6, 2025.

An invoice for the June *******, through July 14, 2025, billing period was issued on July 15, 2025. The invoice included prorated charges for June 15, 2025, through disconnect on July 6, 2025, and applicable taxes and fees. The line of service reflects successful use of call, text, and data services until the line was disconnected. Payment for the invoice was received on August 4, 2025.

At Ms. ******* banks request the August 4, 2025, payment was returned to them on August 9, 2025. As the billing is valid for use of service, the returned payment amount is due on the Xfinity Mobile account.

On August 7, 2025, the payment received on July 5, 2025, for the May 15, 2025, through June 14, 2025,billing period was returned to Ms. ************ at their request. As the billing is valid for use of service, the returned payment amount is due on the Xfinity Mobile account.

A review of the Xfinity Mobile account reflects charges are valid for use of service through disconnection of service on July 6, 2025. Ms. ****** is responsible for the balance due. Copies of the June 15, 2025, and July 15, 2025, invoices were emailed to the preferred address for the Xfinity Mobile account on August *******.

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.

Sincerely,

****** *.
Xfinity Mobile Executive Resolutions
********************************
Initial Complaint
Date:08/04/2025
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 have had Xfinity internet for years without much issue. They convinced me to move my mobile service to them as well with an offer of much cheaper service for my two lines AND a free phone for transferring my service. After several hours of troubleshooting, mostly by phone but eventually in person, they were unable to activate the eSIM on my second line. During the second call she informed me that the ******* Z-Flip 7 that I'd discussed with the first CSR had not been ordered and that I couldn't get that phone for free, but if I traded in my current Z-Flip 3 I could pay an extra $20/month to get it. This was a bait and switch. I specifically told the first CSR which free phone I wanted (which I could've got for free via monthly credits if I had stayed with T-Mobile). I couldn't even go back to T-Mobile at this point because they had already ported over my numbers, and they would no longer honor my free phone via credits offer. After wasting about 10 hours of troubleshooting (on the phone and in person), the 2nd phone was still not working. I finally called a friend of mine out of state who does phone repair, and I was able to get the eSIM activated with her help. I was stunned at how quickly she diagnosed the issue when SEVERAL people from Xfinity had no clue. The third *** I worked with even suggested I go to the Xfinity store, which I did, and said she would call back in an hour to check. To date, I still have not received that call. And I never got the free phone that was promised to me for either line. Do better.
Business Response
Date: 08/25/2025
August 25, 2025

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

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

File Number:                23700150
Date of Notice:             August 5, 2025

To the Better Business Bureau:

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

On July 18, 2025, ****** ****** ordered two lines of ************** with two Bring Your Own Devices (BYOD). 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 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 no purchase of a qualifying device was made at that time.

Additionally at that time,Xfinity Mobile offered a promotion through which eligible customers could receive a free line of Unlimited Mobile service for 12 months. This offer is available for new customers on ***************************** tiers (300 Mbps and above) and existing customers who repackage into these tiers. For Legacy internet customers (300 Mbps and above), the offer is also available but only for new customers.

****** ****** satisfied the promotional requirements and is receiving the promotion as intended.

Regarding the request to remove the line activation fees, the line activation fee is a one-time charge for each new line activated, applicable to smartphones and tablets. This fee will appear on the first bill for new customers and on the next bill for existing customers. Customers have a ****** window to cancel service and avoid the fee. On August 8, 2025, a credit was applied to the July 25-August *******, billing cycle invoice as a credit towards both line activation fees applied to ****** Branons account.

On August 8, 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:08/04/2025
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 billed for $154.61 for xfinity serviceman to install an arial to my tv and movies that I did NOT order. $100 of this was a charge to come to my apt. They did not inform me of the cost before they came or I never would have agreed. The other charge of $54.61 was not described but I assume it is for movies that I DID NOT agree to buy! I am 86 years old and nothing was explained and I got different explainations from different employees verbally. In my opinion this is elder abuse. If I had bought a can opener I would have received an owners manual - but not xfinity. I was put on hold for 30 minutes when I called them? xfinity tv service is included here at the Savoy and I have never been charged $100 before it was incuded as a service. They should have told me in advance. I was given an obsolete outdated cable box at my previous address which I brought to the Savoy and the first ********** never told me! The second ********** told me Comcast does NOT use this outdated box and replaced it with a new one! He said the 1st technition just did not care! I had nothing but problems losing wifi once ever week at my old address! It would eventually come back. Comcast has no consideration for elders!!! I have an in line phone with xfinity which bleeds the sound from the computer and they do not know how to fix it! I pay about $14. a month for this. I answered a call and there were two people chatting with each other on my phone and they could not hear me when I talked to them! Did I complain? no I just told them what happened...it only happened once.
Business Response
Date: 08/22/2025
August 22, 2025

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

Re:       ***** Daun
************************************************
Apartment 427
*******, **, ** 98125

File Number:                23694621
Date of Notice:             August 5, 2025

To the Better Business Bureau:
This letter responds to the above-referenced complaint submitted to your office by ***** ****.
Upon receipt of this complaint, Comcast investigated the concerns raised by ***** ****. Comcast has determined that there was no unauthorized access to ***** ***** Xfinity online account.
On August 7, 2025, a ***************** Assurance technician contacted ***** **** to discuss her concerns.
A trouble call fee of $100 was charged on June 24, 2025, for a service visit completed on June 23, 2025. This charge appeared on July 4, 2025, billing statement.

A credit of $100 for the service visit charge was applied to the account on August 15, 2025. On the same day, credits equal to the Video On Demand (VOD)rental and purchase were applied to ***** ***** account. The credits were listed follows; $3.99 for a VOD rental from June 23, 2025, and $12.99 for the purchase of the same movie on June 24, 2025. These credits will appear on September ******, billing statement.

On August 15, 2025, a Comcast Executive Customer Relations representative spoke with ***** ****, and provided the above information. Should you have any questions, please feel free to contact us.

Sincerely,

***************** Assurance
**************
Initial Complaint
Date:08/04/2025
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 over to Xfinity Mobile from ***. As a promotion, we were given a ******* phone. The new phone was not to our liking so after having it x 3 weeks we responded to an email from Xfinity about another promotion for another phone. We chose an iphone and returned the ******* phone. Upon receipt of the return, Xfinity emailed stated the returned phone had "functional damage" and they would be charging me the FULL amount of the phone in the amount of $399. I called Xfinity and was told the returned phone had a rating of "C" (A/B ratings are acceptable, C/ D ratings are not). I inquired as to what was wrong with the phone as we only had it x 3 weeks and there was minimal usage. I also advised the *** that I had video showing the phone was in perfect condition when I returned it. She said there might be "water damage", said perhaps its not "fully functional" (although it WAS fully functional and I set it back to factory settings right before returning), or there might be "failures including the kill switch". I was advised she would pass the message on to her Supervisor **** and he would contact me. I stated I want to know what functional damage exactly and I also requested pictures/proof of damage. Of course, I did not receive a callback. I did go online and found MANY, MANY complaints from other Xfinity customers who have experienced this same issue. Xfinity not only charges customers for the FULL amount BUT ALSO KEEPS THE BRAND NEW PHONE. Unsure of how this is legal but this seems like some type of scam or money grab as Xfinity customers are basically forced to accept the word of Xfinity even though we KNOW the device(s) we return are NOT DAMAGED. This is wrong and in my opinion, theft. If they are charging me the FULL amount, claiming the phone is damaged, then at the very LEAST I should be entitled to get the device back. Also, if the phone is getting a C rating vs D, why are they not at least giving a partial refund?
Business Response
Date: 08/18/2025
August 18, 2025

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

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

Case Number:23699930
Date of Notice:August 5, 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 5, 2025, I spoke with Ms. ****** regarding a Xfinity Mobile concern. Our records indicate on June 26, 2025, Ms. ****** purchased a ******* Galaxy A36 device on a ******** monthly installment plan and paid the taxes on the device. On July 9, 2025, a return order was initiated to return the device.

On August 1, 2025, the ******* Galaxy A36 was returned to Xfinity Mobile with no damage found. However, due to a system error, the device was graded as damaged. As a result, Ms. ****** was charged a damage fee equal to the full cost of the ******* Galaxy A36, which was paid on August 4, 2025.

On August 5, 2025, two refunds were processed for the damage fee and the taxes paid at the time of purchase. On August 11, 2025, Ms. ****** advised that the refunds had been received. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

***** *.
Xfinity Mobile Executive Resolutions
Initial Complaint
Date:08/04/2025
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.
8-4-25 I contacted Xfinity through chat on the app around 8am. I stated that the coaxial cable has come off the pole and was laying on my vehicles. The agent said they would have a tech come between 1-3pm today and call 30 before arrival. Around 3:15 I chatted with agent and asked where tech was. They said, "stuck in traffic, will arrive in ***** min". I asked for a call. The agent called I asked where tech was and he stated he saw the notes, "he was on the way ***** min" he offered to call in ***** min to see if the technician arrived. The technician didn't arrive and the agent called and said now the ticket has been removed and he would look into it. after explaining the issue and being on hold multiple times he escalated the ticket and said it would take 24 hrs to resolve and after, I would receive compensation. I asked if he could schedule an appointment to remove coaxial from cars he said he was escalating it and transferring me. After being on hold again I was speaking with another agent he said he was looking into why tech didn't arrive, he starting to explain the issue with the technician then the phone disconnected. I waited 10 min for him to call back before I called and waited on hold again for 20 minutes and spoke with another agent. I explained to her that I had an appointment today and the technician never showed. she looked over the notes and said that there was never an appointment scheduled for today and that they (other agents) had given me "misinformation" I said no I have been lied to by multiple people. I just needed the coaxial removed from my cars its unsafe and there needs to be some accountability. How can agents for Xfinity lie to customers and cause unsafe conditions at our homes with faulty equipment. She created another ticket (3rd one today) she said it could take ***** hrs to resolve. I again asked to schedule appointment to fix it why can't the internet guys fix the cable, she said I would get callback in 30 min that was at 5:30
Business Response
Date: 08/12/2025
August 12, 2025

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

Re:       Akeenya Young

, FL 32348

Case Number:                      23699800
            Date of Notice:             August 5, 2025

Dear Sir/Madam:

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

On August 7, 2025, I corresponded via email with Ms. ***** in response to the reported down Xfinity drop. On August 6, 2025, a technician was dispatched and identified a fallen tree limb had pulled the drop and its hook down. The drop was rehung on the pole and raised to the proper height, resolving the issue. I apologized 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: 08/14/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23699800

I am rejecting this response because:
I was promised compensation by one of the agents when this was resolved.
I feel that would be fair since I was lied to about an appointment. I waited all day for them to arrive and then was lied to again about them being stuck in traffic along with the lies about the case being open then closed but then I find out there was never a case opened. I spent hours on the phone trying to make an appointment to remove the cable but was rejected every time since my Internet was working. I feel that I deserve compensation for cables on my vehicles for almost 3 days and the lack of response from anyone until I contacted BBB. The companies lack of oversight on these agents that can LIE to customers is unacceptable and very unprofessional.

Regards,

Akeenya *****
Initial Complaint
Date:08/04/2025
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 am filing this complaint regarding a billing issue with Xfinity after returning my equipment to their ******, ** store on July 24, 2025. I canceled my Xfinity service and went to the store located at ******************** to return three items:The modem The Storm-Ready WiFi device The extra backup battery (both never opened)When I returned the items, I was only given a receipt listing one item. Concerned, I contacted Xfinity through their text messaging system the following day to confirm that all three items had been received. A representative assured me that all of my equipment had indeed been received.However, I later received a bill in the mail charging me $150 for the Storm-Ready WiFi equipment, which I had already returned. I called Xfinity and was told that the Storm-Ready WiFi and battery were not supposed to be returnedthat they were mine to keepand the store should not have accepted them. I was advised to return to the store to resolve the ******** the store, staff told me the equipment had already been sent out and there was no way to retrieve or trace it. I was connected to a tier 2 representative via video call at the store, and both the representative and store staff stated that nothing could be done to reverse the charge or return the equipment to me. I was also informed that they could not process a 30-day money-back guarantee refund, despite being told by another Xfinity representative that this was a possible solution.I am requesting one of the following resolutions:1.Removal of the $150 charge from my account, since I returned all equipment in good faith and as advised by Xfinity personnel;OR 2.Return of the Storm-Ready WiFi device and battery to me, if I am being charged for them.I should not be penalized for following Xfinitys return process and receiving inconsistent information from multiple representatives. This has been frustrating and time-consuming, and I simply want a fair and reasonable resolution.
Customer Answer
Date: 08/06/2025
Comcast contacted me yesterday and provided the credit to the account of the $148.50, which resolved the dispute.
Business Response
Date: 08/21/2025
August 21, 2025

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

Re:       **** *******
            TX 77044

                Case Number:                      23699779
            Date of Notice:             August 5, 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 5, 2025, I contacted Ms. ******* to discuss her billing concern. The Storm-Ready Wifi device and backup battery are purchased, customer-owned devices, and the refund period is 30 days from the original purchase date, as they are subject to the 30-day money back guarantee. The Storm-Ready WiFi device was billed in monthly installments starting on November 10, 2024, making it no longer eligible for a refund.

On July 20, 2025, the account was disconnected with an effective stop billing date of July 10, 2025. As a result, the remaining balance for the device was accelerated to the account.The disconnection of service, associated prorated adjustments, and remaining device balance were reflected on the July 20, 2025 billing statement.

On August 5, 2025, a courtesy credit was applied to the account to waive the Storm-Ready WiFi device charges, and a payment posted to the account on August 6, 2025, leaving a zero-balance owed. The credit was reflected on the August 20, 2025 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

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

Sincerely,

***** *.
Executive Customer Relations

Customer Answer
Date: 08/21/2025
[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,

**** *******

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