Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

• 

  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

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:08/15/2025

  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.

  We have had an issue with downed Comcast cable lines on our property since Hurricane ******, September 2024. This cable was overhead, downed by falling trees and not connected to our Comcast service. We have spoken with Comcast for months in an effort to get this downed cable removed from our property. Most recently, we have spoken with a Comcast representative every week since June. Appointments are scheduled and then canceled without notification. Over 20 different representatives have arrived on our property. All they do is take pictures and tell us their supervisor will be notified. No supervisor has called or shown up at our property to resolve this issue.We received Ticket # **************** and CR # ********* verifying that the cable would be removed on August 7th. A person showed, took more pictures and again we were told a supervisor would be notified. Another appointment was set for August 12th. Two men arrived with a ditch witch to bury the cable. I informed them we did not want the cable buried, but removed. A propane line exists on our property and ungrounding the cable could have cause a dangerous condition; not that they cared or even I stood what I was trying to communicate to them. The individuals took pictures; I spoke to their supervisor, who could only cancel the appointment. We spoke to Comcast again on August 12th and an appointment was set for August 15th between ********* guaranteed to remove the cable. No one shown up. When I checked our account on-line, no appointment was scheduled. We have waited for a supervisor to call us and receive no call.We have contacted County representatives; however, they can do nothing to resolve this issue.Thank you in advance,***** ******** ************************************************ ************

  Customer Answer

  Date: 08/22/2025

  Dear Sir/Maam,

  Complaint ******** Has Been Resolved.

  Thank you,

  Jan jennings 

• Initial Complaint

  Date:08/15/2025

  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 mid-July I moved from ***************, where I had Xfinity services, to ********************************************** DOES NOT OFFER SERVICES. Because I was under contract with Xfinity, they are charging me an "early termination fee," which I do not think is fair or reasonable. If Xfinity had service at my new address I would have kept the services. I have written to Mr *** *********, Customer Experience Officer and Mr ***** *******, CEO, about this issue. ********************* did contact me and said it is "policy." The policy is unfair--I have no control over where Xfinity services are or aren't and I feel there should be a policy change to include no termination fee in situations like this. As of today, August 15, I have not heard from ******************** The total termination fee charged is $160, I did receive a credit for $50, leaving the balance for the termination fee of $110. I am looking for a quick resolution so I can get the final bill paid.

  Customer Answer

  Date: 08/22/2025

  This complaint has been resolved. Xfinity/Comcast has agreed to refund the early termination fee.

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:****** ******
  ******************************;
  **********************
  
  Case Number:23752409
  Date of Notice:August 15, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service.
  
  On August 18, 2025, I spoke with Ms. ****** regarding an early termination fee concern. Our records indicate that on October 20, 2024, Ms. ****** consented via text message (SMS) to a 24-month contractual agreement for ********** and 1 GIG Internet, at a promotional rate. The contractual agreement was effective from October 20, 2024 to October 20, 2026. The agreement included an early termination fee should the account be disconnected for any reason before the end of the agreement term, after the initial 30-day period. Ms. ****** was provided with the agreement terms via text message (SMS) before she consented to the offer. 
  
  On June 21, 2025, we complied with a request from Ms. ****** to end the 24-month agreement. The disconnection order was completed on July 25, 2025, and an early termination fee was applied for the remaining 16 months of the agreement. The early termination fee was reflected on the July 25, 2025 billing statement and is a valid charge. On July 31, 2025, a courtesy credit was applied to waive a portion of the early termination fee. On August 4, 2025, a credit request escalation ticket was submitted for the remainder of the early termination fee. The request was denied because the fee is valid. On August 17, 2025, a payment was received for the remaining balance. 
  
  On August 21, 2025, as a courtesy, an Xfinity Executive Customer Relations specialist waived the remaining early termination fee balance, which resulted in a credit balance. When eligible, the refund is returned to the last payment method on file. If the refund cannot be issued to the last payment method, the customer should receive an email from ********************************************** to choose the refund method. If there is no email address on file or the customer does not act on the notification within 15 calendar days, a physical prepaid card will be mailed in 7 to 15 business days. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations 
  
  

  Customer Answer

  Date: 08/29/2025

  
  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. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:08/15/2025

  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.

  Cleared my account on april sixteenth this year. I was just informed. I owe four hundred some dollars for unpaid comcast. What I attached for you is the last payment that cleared it says successful. Then it shows a zero account. The gentleman that closed my account took my money for that month, effectively closing the account.

  Business Response

  Date: 08/22/2025

  
  August 22, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** *******
  ************************************************************************
  
  Case Number:23752332
  Date of Notice:August 15, 2025
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ******* regarding Xfinity service.
  
  On August 20, 2025, I communicated via email with Ms. ******** or ******** ********** as listed on the account, regarding a billing explanation. Our records indicate that the last payment processed to the account was on February 9, 2025. No other payments have been posted, and the residential account was disconnected for non-payment on May 24, 2025, with a stop billing date of April 24, 2025.
  
  I confirmed that the services were utilized until April 24, 2025. Due to no payment being received, on June 8, 2025, the unpaid balance was referred to a collection agency. I verified that Ms. ******** account was billed correctly, and the collection notice is valid. Ms. ******** request for compensation has been respectfully denied.
  
  After further review, I was able to locate payments processed to Ms. ******** Xfinity Mobile account on July 26, 2025 and August 17, 2025. The mobile account is separate from the residential account. 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
  

• Initial Complaint

  Date:08/15/2025

  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.

  Inter net got shut off on Aug.7the for who knows ,my bank statment shows i have paid monthly of any where from 50 to $75 which the day before theyrecieved a payment on Aug.6thb in the amount of $50.we called the lady said we owed 200 and somthing from two years ago asked why we where never notified about this from two years ago she had no answer ,so we asked to talk with someone from Custermer loaloty and she wanted to know why we said maybe they can explain this all of cours the guy we talked to was a jerk and everytime he opened his mouth our bill was higher again we asked why we where not notified and he said we e-mailed you on Aug.1st i said i never got it and that i could not check it for our internet was shut off today we recieved a bill for $426.17 so from $67 not the $50 we where paying .I refused to except this .

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  BBB of ******************* & ********************
  ***************************************************************************
  *********************
  
  Re:       **** ******
              ***********************************
              *******************
  
              Case Number:              23750257
              Date of Notice:             August 15, 2025  
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** ******.
  
  **** ****** subscribed to Connect Internet at the everyday rate and received Xfinity ************ at no additional monthly cost.
  
  Our records indicate that **** ****** incurred monthly internet data overage charges for exceeding the 1.2 TB internet data usage plan. These charges began appearing on her billing statement starting with the January 27, 2025, bill. As of the April 27, 2025, billing cycle, payments received were insufficient to cover the full account balance, resulting in a past due amount being carried forward each month.
  
  In addition to monthly billing statements, email and text notifications were sent to **** ****** advising of the overdue balance and the need for payment to avoid service interruption. On August 7, 2025, the account was disconnected due to nonpayment, and a final billing statement was issued for services rendered through that date.
  
  On August 15, 2025, I spoke with Ms. ****** and provided a detailed billing ************** a courtesy, a one-time credit was applied to the account. This adjustment will be reflected on the billing statement dated September 7, 2025. Ms. ****** was also advised of the remaining balance required to clear the account.
  
  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 

• Initial Complaint

  Date:08/14/2025

  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.

  I have had issues with this company over charging me for services and they are consistently charging me for a payment plan after this plan has well been over.They have falsely claimed to have removed me from the plan and yet one year later they are still charging me.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:        ******* *****
               *********************
               *********, ** 77551
  
               Case Number:                23749890
               Date of Notice:              August 15, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by
  ******* ***** regarding Xfinity service.
  
  Xfinity offers flexible payment options to help customers catch up on their past due balance, including an installment payment plan. It lets them keep their services active.
  
  On August 15, 2025, I spoke with Ms. ***** regarding her billing concern. A review of our records indicates on August 6, 2024, Ms. ***** requested a 12-month payment plan. On May 1, 2025, Ms. ***** requested an additional payment plan to be paid in monthly installments.
  
  Ms.***** currently subscribes to a promotional offer for the Connect More Internet at a promotional rate. The account is also being provided the xFi Complete at a promotional rate. The promotional rates are effective April 30, 2025,  through April 29, 2027, at which time retail rates will apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/14/2025

  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.

  Storm Ready WiFi returned to store when service ended, along with all other applicable hardware. Xfinity claims money is owed after return was complete. Image listed below states "Storm Ready WiFi will be discontinued in 2025" is continues to read "Storm Ready WiFi and battery backup must be returned together to receive refund". Materials were returned within timeline. I have called 3 times to have the case closed twice and the final to be told a "supervisor" will call me back but was ghosted. This has directly impacted my credit score due to xfinity not following their own policies within their terms and conditions. Id like the charges removed and the credit impact adjusted. End of Service was in Feb 2025. I also received not mailed notification of attempts to collect a debt, which is required by law.

  Business Response

  Date: 08/21/2025

  
  August 21, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* *****
              *********************
              ************, FL 32246
  
                Case Number:                    23748229
              Date of Notice:             August 14, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ******* ***** regarding Xfinity service.
  
  On August 15, 2025, I spoke with Mr. ***** regarding a billing explanation. Our records indicate that July 14, 2024 the Xfinity Storm Ready device was added to Mr.****** account at the standard retail rate and was divided into 36-monthly payments. The first installment payment for the device was billed to the account on July 18, 2024, and reflected on the billing statement dated July 22,2024.
  
  Further review reflects that on February 16, 2025 a disconnection order was entered on February 11, 2025 was completed with a stop billing date of February 11, 2025. On February 16, 2025,the remaining 29 installment payments for the Xfinity Storm Ready device were applied to the account.
  
  The billing statement dated February 16, 2025, generated and included the final balance owed. Due to no payment received, on April 12, 2025, the unpaid balance was referred to a collection agency which was reflected on the billing statement dated April 13,2025.
  
  Mr. ***** was advised to receive a refund for the Xfinity Storm Ready device the equipment would need to be returned within 30-days of the purchase date of July 1, 2024. Mr. ***** confirmed that the device remained in his possession while the services were active.
  
  On February 16, 2025, the Comcast equipment was returned and removed from the account. I confirmed that the account was billed correctly for the subscribed services. On August *******, I applied a one-time courtesy credit to Mr. ****** account for the remaining balance owed. The credit will reflect on the billing statement dated September 16, 2025.
  
  The collections team will be automatically notified of the updated balance within 30-days at which time the account will be removed from collections and a paid ****** in full clearance will be mailed to Mr. ***** for his records. 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: 08/22/2025

  [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:08/14/2025

  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.

  They were suppose to come out and mark their lines and confirm with 811. 811 came out and confirmed where comcast said the lines were and Comcast never came on site to confirm there were correct. This lead to contractor cutting the cable line due to it being improperly marked by 811 due to Comcast failure to confirm the line location on site. I called to have Comcast come repair or put a new line in, the scheduled an appointment for ********* on 8/14. No Comcast technician ever show and has still not showed. I have been without internet for 36hrs at this point with no communication from Comcast whatsoever.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ****** ****
              ***********************
              **********,IN 46112
  
              Case Number:                      23748161
              Date of Notice:             August 14, 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 16, 2025, a service-visit was scheduled during which time the technician diagnosed and corrected the service issue by installing a new underground cable line to the home. A request was submitted to have the new underground cable line buried, which will be completed within 14 business days.
  
  On August 13, 2025, Mr. **** contacted customer service to report service interruptions. A request was completed on August 16, 2025. Our records reflect all signal levels are within the appropriate specifications.
  
  On August 18, 2025, I spoke with Mr. **** and verified that services are working correctly. I will follow up with Mr. **** after the burial of the cable line. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations

• Initial Complaint

  Date:08/14/2025

  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've been being billed by xfinity now mobile services since february 25$ so six months at 25$ each.i can't cancel online and get no assistance from calling. i've tried several times and no one can help

  Business Response

  Date: 08/26/2025

  August 26 , 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  
  Re:****** ******
  **************************************************************************
  
  Case Number:23747969
  Date of Notice:August 14, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****** ******.
  
  On August 20, 2025, I spoke with Mr. ****** regarding his NOW Mobile concerns. Xfinity offers NOW Mobile, a pre-paid mobile service with unlimited data for $25.00 per month per line of service.  Mr. ****** ordered one line of NOW Mobile service on February 13, 2025.
  
  NOW Mobile support, including billing questions, payment method updates, and cancelation requests, are available via the NOW Mobile portal only. Refunds for NOW Mobile are only available if a device was purchased and returned within 14 days of purchase, prior to activation.
  
  NOW Mobile did not receive a disconnect request from Mr. ****** via the NOW Mobile portal. On August 20, 2025, the payment method on the NOW Mobile account was removed preventing future payments and discontinuing NOW Mobile services. As a disconnect request prior to activation and within the first 14 days of order was not received, the NOW Mobile account is not eligible for a refund.
  
  I apologize for any inconvenience experienced while attempting to resolve this matter. 
  
  I trust this letter provides your office with the information required for resolution in this matter. Should there be additional questions or concerns, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions 
  
  

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially asked for my paid in full mobile phone from xfinity mobile to be unlocked months ago. During that time I was told it would take 24 hrs, never happen. Today I had a desire to purchase another phone so I checked the settings on my lapse for phone only to notice that the Carrier Sim setting still said SIM LOCKED. I was only the chat line for hours today with several different **** trying to get my paid for phone unlocked. **** continuously disconnected, gave me false information, lord and said they would stay on until the process was complete (process was never completed). I even had one *** tell me the confirmation.would be sent to an email that Ive never even heard of and wasnt mine. Finally *** told me the steps to unlocks my phone and stated they would stay on while I went thru the process, then they disconnected from the chat. After all this I still have a paid for phone that it seems xfinity REFUSES to unlock. Its almost as if you want people to give up and just say they will stay with your company but who wants fo remain with a company that treats them like c*** I had and have one request, unlock my phone. I am losing out on the amount I was going to be able to sale this phone for, because prices change daily.

  Customer Answer

  Date: 08/14/2025

  Xfinity states that phones are unlocked automatically within 48 hours of being paid off. 
  Xfinity states to be eligible for unlocking, the phone must be active for at least ******************************* good standing (no past-due balance), and the phone must not be reported lost, stolen, or involved in fraud. 
  -my phone has been paid off for over a year 
  Xfinity is violating the FCC's unlocking policy

  Business Response

  Date: 08/20/2025

  
  August 20 , 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  
  Re:       ******* *****
              **********************
              *********, ********
  
                Case Number:                    23745113
                Date of Notice:             August 14, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *****.
  
  I spoke with Mr. ***** on August 14, 2025, regarding the Xfinity Mobile concerns. Mr. ***** contacted Xfinity Mobile with a request to unlock his iPhone 11 on April 9, 2025.  The agents accurately advised Mr. ***** that the device was already unlocked in Xfinity Mobile systems.
  
  On August 13, 2025, Mr. ***** had not yet been successful in completing the unlock on the iPhone 11, and Xfinity Mobile teams escalated the concern.
  
  On August 14, 2025,additional troubleshooting steps were provided to Mr. ***** to assist in completing the unlocking process on the iPhone 11, as the device was unlocked in Xfinity Mobile systems and required Mr. ****** actions on the device.   Mr. ***** reported via email on August *******, that he had successfully completed the unlocking process on the iPhone 11.
  
  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
  ********************************
  
  

  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. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:08/13/2025

  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.

  please see attachment
  Click here to Get the File - use the Password: 8665598B
  ************************************************************************

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ****** *******
              ***************************************
              *********************
  
              File Number:             23742865
              Date of Notice:          August 14, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *******.
  
  I made several attempts to contact Mr. ******* via email and phone. While I was unable to reach Mr. ******* a review was completed on the account.
  
  On March 6, 2025, Mr. ******* initiated services for our ************** Plan at $60.00 for two lines. Mr. ******* also purchased a ******** G the same day and has a promotional discount that renders the device free of charge. This promotion is being applied over the course of 24 months. The device also has ********************** device insurance at a discounted price. During the time of purchase, I was unable to locate any promotional discount for the data plans mentioned in the complaint.
  
  Additionally, Ms. ******* incurred International Roaming charges during the billing cycles of April 16, 2025, through May 15, 2025, May 16, 2025, through June 15, 2025, and July 16, 2025, through August 15, 2025,that increased his bill.
  
  On August 9, 2025, ********************** institution reversed 4 charges. The account is currently past due. As services were used, these charges are valid, and a refund or credit is respectfully declined.
  
  On July 28, 2025, the second line was deactivated and remains deactivated. Due to the past due balance, Mr. ******** one remaining line has had service interruption. If no payment is received, full-service interruption will occur. I apologize for any inconvenience experienced while a resolution was obtained.
  
  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,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions