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 927 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, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Cablevision

  557 S Oates St Dothan, AL 36301-2553

• 

  Comcast Service Center

  557 S Oates St Dothan, AL 36301-2553

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:07/23/2025

  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 decided to change phone carriers in June 2025 due to my husbands passing. I needed to find a less expensive option. I went with Xfinity. The iPhone 16 they sent was defective. I asked for a replacement. After going around with them for several hours on the phone to send me a new phone prior to sending my phone back, they finally agreed. I got the new phone and promptly sent back the old phone. I was unable to set up the eSIM on the second phone, which prompted a store visit. After fixing that, I recieved a phone call saying that I had to send my phone back or pay $799. I was told I got the wrong phone and my new one was refurbished. Another trip to the store for them to tell me it was a fraud call. But, the caller knew which plan I had, my phone type and address. When my defective phone was received by X, they cut off my phone number. I called again. They told me to redo the eSIM card. They had no idea why my phone wasnt working. That didnt work and another trip to the store in ********** VA. After dealing with a sales associate, who was stoned and had me there with the same screen on his computer for over 30 minutes, I requested a manager, who also didnt want to help. The manager finally had tier 3 fix the issue. This is how we found they disconnected my phone number when the first phone was received. Last night, after a few weeks, I got another email, saying they my phone number would again be disconnected. Another trip to the store. Same sales associate, who again was stoned. He deleted the email. He told me he couldnt see anything after looking at all the same things that I did. Then, after having him call Xfinity customer service to verify, he asked another customer if he could help them. I walked out of the store. You have the worst customer service. Ive spent 20 hours on the phone and in the store to get my issues resolved. Im not even sure if they are corrected now. After all this, I would like compensation of this iPhone at no charge to me.

  Business Response

  Date: 08/29/2025

  
  August 29, 2025                                   
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  
  Re:       ***** ******
              *********************
              **********, ** *****
  
  File Number:             23641917
  Date of Notice:             July 23, 2025   
  
  To the Better Business Bureau: 
  
  This letter responds to the above-referenced complaint submitted by ***** ******. 
  
  We have thoroughly reviewed the account with respect to the concerns raised in the complaint. We have reached out to ***** ****** directly and discussed their concerns.  
  
  ***** ****** has been provided with direct contact information should there be any further questions or concerns.  
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  ************
  
  
  
  

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged for mobile service I did not request. The Xfinity agent attempted to cancel the mobile service two weeks ago. The charge is an auto-pay monthly charge I can not cancel. Their argument is that they are cheaper. I already have T-Mobile service which I owe device payments. I never wanted Xfinity Mobile service. I don't understand why I am being charged for service I never activated. I never used the Xfinity Mobile Service and now I am being charged monthly for service I don't use.

  Business Response

  Date: 08/06/2025

  August 6, 2025
   
  
  Better Business Bureau
  ****************************************************************************************
  
  Re:**** Hassel 
  *******************************************************************************;
  *********************
  
  Case Number:23641681
  Date of Notice:July 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service.
  
  I made several attempts to contact Mr. ****** via telephone and email. Although I was unable to reach Mr. ******* a review was completed on account. Based on account notations, on June 5, 2025, Mr. ****** had issues activating the Xfinity Mobile service due to his mobile device being locked. ********************** billing begins seven days after the date your devices ship, even if your devices are not yet activated for use. There's a one-time $25 line setup fee for every new phone or tablet line. I confirmed that the Xfinity mobile account was disconnected as of July 3, 2025.
  
  After researching the account, I confirmed that Mr. ****** requested a refund due to no usage and never activating Xfinity Mobile services. On August 6, 2025, as a courtesy due to no usage, I applied a credit to the account for the June 3, 2025 - July 2, 2025 invoice. Mr. ****** should receive a refund for the credit balance within 7-10 business days. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust 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 
  
  

  Customer Answer

  Date: 08/06/2025

  [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:07/23/2025

  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.

  We have had multiple issues with Xfinity since moving in to ******************************************************************** one year ago. We were told at the store to stop lag and streaming needed to upgrade so we upgraded our internet and paid more. They have been out multiple times. Most times 3rd party people who have been useless. They change boxes multiple times. They came out recently again first guy was useless. Sent a second guy who blamed our battery backup and charged us over 100 dollars for the call. We have a computer company for over 20 years in *******. This battery backup has been on the system for a whole year and never caused a problem. Its the inferior equipment they use and the lines they have coming in to the house. They dont even go in the ceiling any more so they have no clue what is going on in the house. We should not have to pay for an ongoing issue that they have with their original installations and equipment. We want a credit for months of service not working the way it should and a FULL credit for service call plus compensation for time taken off from work to be here for service person.

  Business Response

  Date: 08/04/2025

  
  August 4, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       *** *******
              , FL 33426
  
                  Case Number:                      23641575
              Date of Notice:             July 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******* regarding Xfinity service.
  
  Our records indicate an appointment was previously completed on May 30, 2025, at which time the technician determined the service concern was related to customer owned equipment. The technician found the customer owned backup power supply was causing interference within the cable system. The technician provided customer education. As a result, a valid service visit fee was applied to the account on May 31, 2025. A service visit fee will be charged when an appointment results in ****************** concerning ********************** services (when its the only resolution), replacement, reconfiguration,or repair of inside wiring and Customer-owned equipment problems. Per process and policy, the service visit fee was valid. However, as a courtesy, credits were applied to *** Frommers account on July 18, 2025 waiving the service visit fee billed on May 31, 2025. The credits are reflected on the July 26, 2025 billing statement.
  
  On July 25, 2025,I spoke with *** ******* regarding his service-related concern. I scheduled a service visit for July 28, 2025. I applied credits to *** Frommers account for the service issues experienced. The credits will reflect on the August 26, 2025 billing statement.
  
  During the scheduled service visit, the technician replaced the modem and TV Box. The technician also reprovisioned the modem.
  
  My attempt to follow up with *** ******* after the completed appointment was unsuccessful. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations 

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in to cancel service a few times. Promised service will be cancelled. I have not received a cancellation notice, and, keep on getting charged.

  Business Response

  Date: 07/30/2025

  
  July 30, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ****
  
              FL 33308
  
                  Case Number:                      23641182
              Date of Notice:             July 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** **** regarding Xfinity service.
  
  I made several attempts to contact **** **** via telephone and email. Although I was unable to reach *** ****, a review was completed on the account. Our records indicate on July 19, 2025, a voluntary disconnection order was placed on the account. The account was enrolled in automatic payments and a payment for the July 1, 2025 statement balance was processed on July 23, 2025.
  
  On July 23, 2025, the disconnection order was completed with an effective stop bill date of July 19, 2025. The disconnection and prorated billing adjustment is reflected on the July 23, 2025 billing statement. The disconnected account reflects a credit balance that will be returned as a refund to the last payment method on file. If a refund is unable to be issued to the last payment method on file, an email notification with instructions on how to redeem the refund digitally will be sent to the email address on file. If there is no email address on file or no response to the email notification within 15 calendar days, a physical prepaid card is mailed to the address on file within seven to fifteen business days. I will follow up with **** **** to confirm the refund is received. 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 **************.
  
  Sincerely,
  
  **** *.
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/23/2025

  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.

  For the past 4 months, I've had issues with Xfinity providing Internet Service that I pay monthly for. I had been talking to ****** in the **************** but I have left over ************************************************************************************************* addition, I ve made 14 more calls but phone goes to voicemail after one ring. It appears my calls immediately goes to his voicemail. I have so many issues with Xfinity services. I am still trying to get internet issues resolved with my billing being credited. ****** in the **************** will not return my calls for the credits to my internet issues as promised. I've called 14 times with no ************ my cable service is freezing with outages. It is difficult to talk to representatives to resolve the issue. For the past 2 weeks my cable has been on and off. I pay my bill every month thinking ****** will resolve my service issues. I need for another **************** member to resolve all of the service issues.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ****** *********
              *******************   
               *******, ********
  
              Case Number:                      23640970
              Date of Notice:             August 1, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ********* regarding Xfinity service.
  
  On August 15, 2025, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a drop connector and contacting Network Maintenance.
  
  On August 19, 2025, the Comcast Network Maintenance team identified at the node, two defective amplifiers that were replaced on the same day. On August 25, 2025, I spoke with Ms. ********* and verified that services are working correctly.
  
  On August 25, 2025, I applied a credit for the service issues. This credit will reflect on the September ******, billing statement. However, prior to August 25, 2025, a credit was applied to the account on July 25, 2025, for service issues and was reflected on the August 8, 2025, billing statement. I apologized for any inconvenience and overall experience 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,
  
  
  ****** *.
  Executive Customer Relations
  
  

  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:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  xfinity mobile has been charging me $105 every month for a single line customer per gig data when they have me on a line they saidI want to pay more for when they have an unlimited line unlimited data for 78. They say I choose to pay more. I want topay more. They normally only kept me at this plan that is more money for the business when I am a single consumer a faithful consumer/customer paying more-for data on a single line. they have purposely knowingly known from an issue from last year that I only wanted one line when they took off the second line that a that an employee added fraudulently, I was told that I want to pay more and they will take more if I am willing to give it

  Business Response

  Date: 08/11/2025

  
  August 11, 2025                                                                       
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:       File Number:             23640881
  Date of Notice:             July 23, 2025                            
  
  
  
              ********* *******
  ***********************************************
  ******************
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********* *******.
  
  On July 25, 2025, I spoke with Ms. ******* regarding her billing concern. Ms. ******* has been on our 10GB shared data plan since the billing cycle of May 24, 2024, to June 23, 2024, with a device payment plan, plus taxes and fees. Until it was changed to the unlimited data $40 plan on July 10, 2025. As Ms. ******* has been on our 10GB shared data plan for more than a year and there is no evidence of a request to change this data plan, a refund and compensation is respectfully declined. Customers can contact us via phone, chat, visit our store or visit their account online and request a data plan change. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/23/2025

  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 have been a Comcast/xfinity customer for many years using ******************** service at my apartment in *******. I recently moved out of that apartment and do not need the service anymore. I have cancelled the service with xfinity over the phone and sent the equipment back, but although they confirmed the cancellation on that call, they keep charging me. After that I chatted with them which took more than 2 hours to again "cancelling" the service, ad again, they ignore it and keep charging me.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  *********************
  
  Re:       ******* ******
  IL 60657
  
                  Case Number:                      23640639
                  Date of Notice:             July 23, 2025
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity service.
  
  I made several attempts to contact ******* ****** via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On July 23, 2025, the account was disconnected with a stop billing date of June *******. The change of service and associated prorated adjustments were reflected on the July 23, 2025 billing statement. On July 24, 2025, the equipment was removed from the account.
  
  On July 25, 2025, a refund was processed for the credit balance on the account which will be received within 7-10 business days. I will follow up to ensure receipt of the refund. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations

  Customer Answer

  Date: 08/13/2025

  [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:07/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account number is ****************. I have had outages from Xfinity on 7/16., 7/17, 7/18, and now again today, 7/22. Each was confirmed with a text from Xfinity noting the service outage. (1) Why does this keep occurring? It is extremely disruptive while working, in particular.(2) As mentioned above, this occurred on: 7/16, again on 7/17, again on 7/18, and now once again, on 7/22. I received a $5 credit for 7/16 outage, and I also I received a $5 credit for 7/17 outage. Will I receive a $5 credit for 7/18 outage, and another $5 credit for the 7/22 outage? If not, why not? This getting ridiculous.

  Customer Answer

  Date: 07/28/2025

  Account # ****************.    As a follow-up, theres now another (fifth outage) today, 7/28, since 7:40am and currently not expected to be resolved until 6:49pm (see atached.- so essentially the full workday.  
  
  As I mentioned before, outages on:
  
  7/16
  7/17
  7/18
  7/22
  7/28
  
  Is it safe to assume that I will not have a bill at all this month? 
  
  ******* ****
  *************************************

  Business Response

  Date: 08/04/2025

  
  August 1, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  *********************
  
  Re:       ******* ****
              *****************
              **********, ** 95825
  
                  Case Number:                      23640109
              Date of Notice:             July 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* **** regarding Xfinity service.
  
  I attempted to contact Mr. **** via telephone and email several times;however, my attempts were unsuccessful. Our records indicate that recently from July 11, 2025 to July 28, 2025, there were multiple service outages in Mr. ***** area due to a combination of planned and unplanned maintenance activity. On July 28, 2025, the maintenance activities were completed and service was restored. Our records reflect that a fiber/coaxial line was repaired.
  
  In addition, a signal level check was performed on August 1, 2025 and our records indicate that the signal to ************************************* meets Comcast specification. In order to resolve any other concern with this matter, contact with Mr. **** is necessary.
  
  A total credit was applied on the account and will reflect on the August 6, 2025 billing statement, the details are as follows: outage credit applied on July 17, 2025;and service adjustment applied on August 1, 2025. Please be advised that the billing on the account was accurate at the time. 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: 08/04/2025

  Thank you. I appreciate the additional credit on August 1 and I hope the service outages are now resolved. 

  Please note that I emailed back several times on July 28, 2025, but I received no response to my messages (attached).

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I hope that the outages have stopped as they are extremely disruptive.  In addition, I emailed Comcast back several times on July 28, 2025, but received no response (I uploaded copies).
  
  Regards,
  
  ******* ****
  

  
  

• Initial Complaint

  Date:07/22/2025

  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.

  Business lies about pricing and adds/ tacks on additional fees on bills. Promotion are a scam, the workers lie to you.

  Business Response

  Date: 08/04/2025

  August 4, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** *****
              ******************
              *******,** 48224
  
                Case Number:                    23640106
                Date of Notice:             July 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity Mobile service.
  
  On May 14, 2025, Mr. ***** purchased an Apple iPhone 16 on line 1940 and a second line for an Apple iPad (A16) line ending in 6337. At that time,Xfinity Mobile offered a Buy One Get One (BOGO) promotion for new mobile customers with *********************************************. This offer provided one Unlimited Intro line free for 12 months when the customer signed up for the Premium Unlimited plan.With this promotion, customers effectively paid for the first Premium Unlimited line for a year. The offer also included a free 5G mobile device, with the customer able to choose from eligible models. To be eligible, customers had to be new to **********************, have active Xfinity Internet service, and select the Premium Unlimited plan.
  
  Mr. ***** did not satisfy the promotional requirements because he did not have the ********************** plan and was an existing customer. This plan was for new ******************************************* customers.
  
  Mr. ***** was eligible for three promotions, a promotion applied as a monthly credit over 24 months for the iPad A16 line ending in 6337. The second promotion was for the Xfinity Mobile Care promotion offers 50 percent off Xfinity Mobile Care for eligible watches and tablets. The Third promotion was the Buy One Unlimited Mobile Plan, Get One Line of Unlimited Intro Free Promotion.
  
  Mr. ***** satisfied all requirements for each promotion and is receiving the promotions as expected.
  
  On May 15, 2025, return orders were submitted for the iPhone 16 on line ending 1940 and the iPad on line ending 6337. Later that day, both return orders were canceled, and the devices remained active on account. However, the ********************** Care plan was removed from both the Apple iPhone 16 on line 1940 and the iPad line (ending 6337) on May 15, 2025, and was not reapplied.Consequently, Mr. ***** has not been billed for Mobile Care since removal.
  
  On May 18, 2025, Mr. ***** received his first bill for the June 18, 2025,statement. This included two ******************** plans for the iPhone 16 line ending in 1940 and the iPad line ending in 6337, taxes and fees, a promotional credit for the iPad, and a credit from the Buy One Unlimited, Get One Freepromotion. A courtesy credit was applied on June 3, 2025, and on June 19, 2025,a goodwill credit was issued to address billing and promotional concerns.
  
  On July 23, 2025, I spoke to ******** ******, the authorized user,regarding the ********************** billing concerns. I explained the bill and informed her I would investigate the billing concerns. My follow-up attempts went unsuccessful.
  
  On August 1, 2025, I emailed Ms. ****** to inform them of the above information. I apologized for any inconvenience this may have 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 Resolution

  Customer Answer

  Date: 08/04/2025

  [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: 23640106
  
  I am rejecting this response because:
  The store employees lied I signed up solely under the promotion of one year free phone service, they tech things on your bill that you have no idea about and outright scam. Not only is this disgusting its unethical.never asked for mobile care nor do I want it, I was told the line was free for one year for the iPhone which is why I signed up in the first place. For you to send me a email and I called you yesterday simply lacks empathy. Please disconnect the service. I want nothing to do with xfinity mobile. Its a scam and the **** at the store are scammers. This is the reason people
  Lash out. I dont respect being mislead. Under no circumstances would I have signed up for the services under these terms. Its not a courtesy credit, its what the bill is supposed to be. The **** at the store told me my bill wouldnt be over $55.00. Thats a free phone line for a year, and the tablet being half off since Im a platinum member and had promotions available. With the phone line for the tablet being $10.00 and me lying my monthly installments for the phone plus taxes. If I never asked for mobile care why was it on there. Ive never been scammed so much in my life.
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/13/2025

  
  August 13, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** *****
              ******************
              *******, ** 48224
  
                Case Number:                    ******** -Rebuttal
                Date of Notice:             August 4, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced rebuttal submitted by ***** *****.
  
  A review of the account was completed, and our original findings as outlined in the response dated August 4, 2025, remain unchanged. On August 7, 2025, I contacted ******** ******, an authorized user on the account and explained the above information.
  
  ******** ****** wanted her credit card to be removed from the account, and I successfully completed that request. Shortly after, the call was disconnected,and my attempts to reconnect were unsuccessful.
  
  During our discussion, ******** ****** also expressed a desire to disconnect her service. I explained that doing so would result in the loss of her $10.41 monthly device subsidy for the Apple iPad and the $30.00 BOGO Unlimited Plan credit. ******** ****** decided not to proceed with the disconnection. As a result, both lines remain active.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******* *.
  Xfinity Mobile Executive Resolution
  **************
  
  

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of ******************************************* and they have had multiple outages daily for over a month now. I am unable to use my internet service most of the time and they are unwilling to give a proper credit for the outages.

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  
  Better Business Bureau 
  ****************************;
  ********************
  
  Re:***** *********
  ********************************************************************
  
  Case Number:23639845
  Date of Notice:July 23, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ********* regarding Xfinity service.
  
  I made several attempts to contact Mr. ********* via telephone and email. Unfortunately, my attempts were unsuccessful. Our records indicate between June 24, 2025 and July 25, 2025, multiple outages occurred due to storm-related events, plant damage, and equipment issues. 
  
  On July 29, 2025, the technical operations team advised that the node was replaced on July 25, 2025 during a scheduled maintenance window. As part of this effort, the transmitter was also replaced, the correct kilometers were configured, and all coax connectors were updated. Following these actions, the team successfully pinged Mr. ********** modem with zero packet loss. They noted that if Mr. ********* continues to experience issues, further investigation will be conducted. An internal review of the signal levels to the residence confirms they are within Comcast specifications.
  
  On July 12, 2025, a credit was applied to the account for the loss of service. On July 29, 2025, an additional credit was applied to the account for the loss of service. The credits will reflect on the August 4, 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