Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,356 total complaints in the last 3 years.
9,238 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:10/15/2025
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.
I canceled my Xfinity Internet service and returned all their equipment in September 2025. I confirmed the cancellation through Xfinitys customer portal, and the service disconnection was reflected on my final bill dated October 2, 2025 (Account #****************************, the bill included a $70 Early Termination Fee even though I was never informed of any early termination fee when signing up or when canceling my service. I had completed my initial contract term long ago and was on a month-to-month plan, so this charge was unexpected and unjustified.I contacted Xfinity support to dispute the charge and confirm that my equipment was returned, but I have not received a satisfactory explanation or resolution. They continue to request payment, including this disputed fee.
Business Response
Date: 10/21/2025
October 21, 2025

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

Re: ***** ****
*******************
********, WA 98021

Case Number: 24021101
Date of Notice: October 16, 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 Mr. **** directly and worked with them to address their concerns.

***** **** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

****** *.
Executive Customer Relations
*************
Initial Complaint
Date:10/15/2025
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.
Due to troubles I was having on my Xifinity home internet and phone accounts, I had to call Xfinity on 7/23/25 to get these things resolved as not only are they an inconvenience and frustrating when you are paying for service, they affect my business. At the end of a nearly 2 hour call, the *** I am speaking to offers a "Free iPad" for my troubles. She explains because I am a loyal Xfinity customer, she wanted to make things right. She said to not tell anyone, but they will give me this Ipad for free. I just have to pay an initial $64 for taxes, etc. I agreed after stating that there better not be any charges that pop up after I receive the iPad, please confirm I only pay this $64 and nothing else. She assured me there would not be any further charges. She never even told me on the call how much the iPad cost or that there would be a mobile line on ***** intuition was right. I received a bill in August. I call Xfinity and said there should be no bill, this is supposed to be free. The *** said ok I will cancel the line, and I got email confirmation this was done on 8/29. Then another bill comes in September. I called again and was told not to worry, I owe nothing, they will take care of it but that is not true. My account balance says $504. I spent another 3.5 hours on the phone on 9/29 trying to get this resolved. I said I want to return the device as I did not really need or want it in the first place. I got nowhere with the agent, just told that I need to pay off the iPad. This was a deceptive offer. I'm shocked a large company would mislead customers using scamming tactics. I was only accepting the Ipad as a gesture to make good for my other account troubles, but this 'free ipad' has now become a worse issue. Now an executive solutions agent reached out and said I could send the ipad back to Xfinity by 10/7. When I went to ***** on 10/7 to ship it, the label was expired. Now the agent has not returned my 3 phone calls to try to get a new label or resolve.
Business Response
Date: 10/24/2025
October 24, 2025

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

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

, VA *****

Case Number:                         24020974
            Date of Notice:                October 15, 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 worked with them to address their concerns.

***** ****** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

Salinthia S.
Xfinity Mobile Regulatory Escalation Specialist
*********************************
Initial Complaint
Date:10/15/2025
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.
New customer. Was charged $100 for services that were never signed up for, never asked for and on top of that, those services were never rendered. Ive reached out several times over the phone with no help, even from management. The best they can do is give me store credit so to speak. That is unacceptable. They were so quick to take my money, but returning it? **** near impossible. I want my money back. Cash. Not store credit. The refuse to return the money. DO NOT USE COMCAST/XFINITY.
Business Response
Date: 10/20/2025
October 20, 2025

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

Re:
Case Number:                            24020926
            Date of Notice:                 October 15, 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 worked with them to address their concerns.

******* *** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

****** *.
Executive Customer Relations
*************
Initial Complaint
Date:10/15/2025
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.
Comcast rescheduled my guaranteed install window 3 times, and then promised to arrive between 8 and 10 am. Each time I reached out I was promised a credit applied to my account. No credits were issued. My install fee was promised to be waived. It wasnt waived until after I called weeks after install. I had to pay it upfront. They are now telling me all the previous **** that promised me a credit were not able to provide said credit.
Business Response
Date: 10/20/2025
October 20, 2025

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

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

Case Number:                         ********
            Date of Notice:                October 15, 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 worked with them to address their concerns.

***** ******* has been provided with direct contact information, should there be any further questions or concerns.

Sincerely,

****** *.
Executive Customer Relations
*************
Customer Answer
Date: 10/22/2025
[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: 24020809

I am rejecting this response because they only gave me $50, not the 100 I was promised. They were dismissive and unhelpful.

Regards,

***** *******

Business Response
Date: 10/24/2025
October 24, 2025

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

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

Case Number:24020809
Date of Notice:October 22, 2025

Dear Sir/Madam:

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

Upon receipt of the complaint, an account review was completed. At Mr. ******** request, on September 8, 2025, a transfer of service order was opened with a professional installation that had a onetime charge. Consent was confirmed via email.

The installation was scheduled for September 12, 2025, however, the job could not be completed as the technician was unable to access necessary areas due to mold remover gas in the basement.

On September 14, 2025, Mr. ******* contacted customer service twice due to a missed service appointment and compensation was offered; however, the credits were not applied to the account.

On September 19, 2025, the installation was completed and on September 20, 2025, the onetime installation charge was applied to the account, and was reflected on the September 20, 2025 billing statement.

On October 15, 2025, Mr. ******* contacted customer service regarding the installation charge. At that time, the representative applied a credit to the account for the installation charge, which will be reflected on the November 12, 2025 billing statement.

On October 16, 2025, Mr. ******* spoke with an Executive Customer Relations Representative who discussed the credit history on the account. On October 16, 2025, a onetime credit was applied to the account for the previously promised credit that was not applied on September 14, 2025. This credit will also be reflected on the November 12, 2025 billing statement.

On October 22, 2025, I spoke with Mr. ******* regarding the recent installation and the credit history on his account. I confirmed that all applicable credits, including the installation charge and those previously promised on September 14, 2024, have been fully applied to the account. I also advised Mr. ******* that Comcast records do not reflect any additional compensation beyond what has already been issued. Therefore, his request for further compensation is respectfully denied. 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,

****** *.
Executive Customer Relations

Customer Answer
Date: 10/24/2025
[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: 24020809

I am rejecting this response because they did not provide the promised compensation. They claim to have no records of my chat logs. I would not like any further contact and like a formal to be complaint noted.

Regards,

***** *******
Initial Complaint
Date:10/15/2025
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.
My husband and I took out a home equity loan and when they checked his credit they told us we owed Xfinity $2013, and so when we closed the loan they gave us a bank check to pay that bill off. I contacted Xfinity multiple times asking for an address to send the check to and I kept being told to mail it to a store. So I mailed it to the closest store with signature tracking. About a month and a half later we get a letter from them saying that they credited it to our CLOSED account. The check was made out to their creditor which I had never even heard from so I had no idea how to contact them, but for whatever reason Xfinity was able to cash that check. I have now been trying to get the money back so I can get it to go to the company it needs to go to, and all I keep hearing from Xfinity is that they mailed one on the 19th with no tracking on such a large check. Now they are dodging my calls and I am out $2013 with something bad on my husbands credit that shouldve been fixed. I am in tears writing this because I am beyond frustrated. Please help
Business Response
Date: 10/17/2025

October 17, 2025

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

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

                Case Number:                      24020781
Date of Notice:             October 15, 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 Ms. ******* directly and worked with her to address her concerns.

Ms. ******* has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

***** *.
Executive Customer Relations
**************
Customer Answer
Date: 10/18/2025
I have spoken with Xfinity, ***** to be exact, and I am just waiting for confirmation that Rocket Mortgage received the check. I will withdraw my claim when that is confirmed, but Xfinity is stating they mailed the check 9/9/2025, and I wouldve thought that it wouldve gone through Rockets system already so I am going to wait for confirmation Thank you
Initial Complaint
Date:10/15/2025
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.
I am filing a formal complaint against Xfinity due to a negligent installation of internet and streaming services at my residence in March 2025. From the very beginning, I experienced daily service disruptionsrequiring constant rebooting, unplugging, and troubleshooting. I contacted customer service multiple times and was consistently told that everything was functioning properly. Naturally, I assumed the issue was on my end and did my best to manage the problem. However, the truth was far more serious and entirely outside my control.On September 19, 2025, I contacted Xfinity to close my account and expressed a willingness to pay to do so. A technician was dispatched and uncovered the truth:Outside wiring was never properly switched from the previous provider ****** and was intermingled, causing interference.Interior wiring was incorrect and had to be replaced.The outlet plate was the wrong type and had to be changed.I later discovered the removed cables discarded in my outside trash bin, confirming the technicians corrective work.This was not routine maintenanceit was a full corrective overhaul due to a flawed installation. I have endured months of subpar service, which constitutes a breach of contract.On October 14, 2025, I followed up on my unresolved complaint and was forced to open another ticket. A supervisor responded via text stating that nothing could be done and that the case was considered closed. This response reflects not only a lack of accountability but also unjust treatment and customer misservice. I was dismissed despite clear evidence of faulty installation and months of disrupted service. This is unacceptable.Desired Resolution:1.Full compensation for the months of unreliable service.2.Waiver of any early termination fees.
Business Response
Date: 10/30/2025
October 30, 2025

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

Re: *** ******
10715 Village Xing
*********, ********

Case Number: 24020652
Date of Notice: October 15, 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 worked with them to address their concerns.

*** ****** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

Astashia K.
Executive Customer Relations
**************
Customer Answer
Date: 10/30/2025
[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:10/15/2025
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.
09/28/2025 Agent ***** after about an hour indicated he had everything all set for us, $250 tax included all of our same services just without Apple TV.Also, he was giving a credit for unreturned equipment charges, which we should not be charged. Remained active in the chat as requested, then was bounced to the next ***** who said rest assured they could resolve our issue and offered $246 tax included for everything. Two more *****s later, we are told they cannot help us but someone will call, which is extremely frustrating, the first ***** told us we were all set and just was waiting for confirmation. Agent ******** called and for like the 5th or 6th time, we had to re-explain our issue, at this point is absurd after wasting all that time in chat and no one was updating the account. She said she would resolve everything but that the incorrect order, which had been applied to the account needed to clear. She assured shed call back in 30 minutes and have everything resolved and provide compensation for the disaster experience we ****** Xfinity fashion for the day.another ***** called named ***** asking my wife, how could they help us? At this point we have literally explained this situation 10 times and wasted an entire Sunday only for someone to call us to start nightmare again. ***** said we would be placed on hold but hung up on us instead.This is 100% the most mediocre customer service experience we have ever encountered when everyone indicates they can help but appears no one knows how to actually do their job. It should not take 8 hours out of our day off and after all of that, not only was nothing resolved but we were hung up on, which is unacceptable considering weve been loyal customers for years and pay on time, not to mention the unnecessary duress this caused my pregnant wife and our issue still is not resolved. We need this rectified and need someone competent that can assist us.
Business Response
Date: 10/24/2025

October 24, 2025

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

Re:       ****** *****
MI 48124

Case Number:                      24020189
            Date of Notice:             October 15, 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:10/15/2025
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.
Date of transaction: August- September billing cycle.What the business committed to provide you: business agreed to remove data roaming charges (I have a recording of this) charged for my sons iPad as advisors informed us the iPad has roaming coverage. What the nature of the dispute is: wrongfully being charged. Business resolution: agreed to remove charges (I have recording of this) but did not follow through.
Business Response
Date: 10/16/2025
October 16, 2025

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

Re:        ****** ******
***********************************************************
************, ** 19145

Case Number:                          24020188
            Date of Notice:                October 15, 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 worked with them to address their concerns.

****** ****** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

Sy S.
Xfinity Mobile Executive Resolutions
*******************************
Customer Answer
Date: 10/16/2025
[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: 24020188

I am rejecting this response because:

Dear BBB and Comcast,

I am writing to formally respond to the denial of my claim regarding the unexpected $1,600 in data roaming overages on my Comcast/Xfinity Mobile account. I must express my deep disappointment with this decision, as the charges were incurred as a direct result of misinformation provided by Comcasts own technical support team, followed by documented assurances that these charges would be removed.

Upon arriving in ******, both my device and my sons iPad were unable to connect to the network. I immediately contacted Comcasts technical support, who informed me that all devices on my account had international data coverage and that my existing plan included coverage while abroad. Relying on this representation which constitutes a material statement made by Comcasts agent we proceeded to use our devices.

Upon returning home, I was shocked to learn that approximately $1,600 in roaming charges had been applied to my account. When I raised the issue, multiple Comcast representatives confirmed that these charges would be removed due to the companys error. Despite these assurances, the charges remain, and the claim has been denied without meaningful resolution.

It is particularly troubling that, despite Comcasts acknowledgment of the miscommunication, the companys sole response has been that the bill is valid and that I am required to pay offering only a payment plan as a solution. This position fails to take responsibility for Comcasts own representations and places the financial burden of the companys mistake entirely on the consumer.

I have been a loyal Comcast customer for both my home and ********************** accounts for over five years, consistently maintaining my accounts in good standing. The unexpected charges and subsequent denial have caused significant financial strain on my household and business. More importantly, they represent a breach of trust and a potential violation of basic consumer protection principles, including reliance on material misrepresentations, failure to act in good faith, and unfair billing practices.

As a result of Comcasts unwillingness to resolve this matter in good faith, I have made the difficult decision to remove Comcast services from both my home and business.

I am formally requesting a full reconsideration of this claim, including removal of the $1,600 in charges. I am prepared to provide call records and other documentation evidencing both the misrepresentation and the assurances made by Comcast representatives. Please note that if this issue remains unresolved, I am prepared to pursue further remedies through additional regulatory and legal avenues, including escalation to state consumer protection agencies and small claims court if necessary.

I look forward to a prompt and fair resolution of this matter.

****** ******

Business Response
Date: 10/20/2025
October 17, 2025

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

Re:        ****** ******
*****************************************
Lower level
************, ** 19145

Case Number:                          ******** Rebuttal
            Date of Notice:                October 15, 2025

To the Better Business Bureau:

This letter responds to the above-referenced complaint submitted by ****** ******.

On October 17, 2025, I spoke with ****** ******, regarding her Xfinity Mobile concerns and explained our previous position remains the same. During this conversation, ****** ****** requested that she not be contacted again regarding this matter.

The Global Travel Pass, ****** and ****** Unlimited Pass, and international roaming are not supported on tablets or smartwatches. Usage of these devices results in standard international charges. From August 12, 2025, to September 11, 2025, 5.01 Gigabytes of international mobile data were used under the pay-as-you-go plan on the Apple iPad 10th Generation. Data usage on this plan is charged at an international rate per megabyte in ******. The charges are valid. Therefore, the compensation request has been respectfully denied. ****** ****** was offered a repayment plan, which was declined.

I apologize for any inconvenience this may have caused, while attempting to resolve this matter. ****** ****** has been provided with direct contact information, should there be any further questions or concerns.

Sincerely,

Sy S.
Xfinity Mobile Executive Resolutions
*******************************
Initial Complaint
Date:10/15/2025
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.
Xfinity charged me $100 to put a internet box that I didnt ask for Im disabled and I pay $14.95 a month for my tv I ask them about how much will it cost a month to get sports station and they send a technician to put in a box that again never asked for and its free anyway so now they said it cost $100 for technician coming out here and no one never told me it cost $100 because I only called to ask for a quote on how much a month for sports channel they took it upon there self sent a technician out here that I didnt ask for to charge me $100 and dont have cable Im on a fixed income and I never would have agreed to this
Business Response
Date: 10/23/2025

October 23, 2025

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

Re: Allynson Bell
***************************
Apartment 1106
*****************

Case Number:24020024
Date of Notice:October 15, 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 worked with them to address their concerns.

******** **** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

***** *.
Executive Customer Relations
**************
Initial Complaint
Date:10/15/2025
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.
On September 28th, I processed a return label through the Xfinity Mobile website for an iPhone 17 Pro Max (1TB) in Cosmic Orange. Initially, I had intended to purchase the phone and trade in my iPhone 16 Pro (1TB). However, I decided against this due to the unsatisfactory customer service I encountered.On September 29th, I dropped off the phone, properly packaged, at *****, and according to *****, it was delivered on October 1st. On the same day, I also returned an Apple Watch to Xfinity. I promptly received an email confirming the receipt of the watch, and the corresponding refund was issued within the expected timeframe (within 7 days). The watch was removed from my account accordingly.However, the iPhone 17 Pro Max has yet to be removed from my account. Despite ***** confirming its delivery on October 1st, I have not received any notification from Xfinity acknowledging the receipt of the phone. When I called Xfinity multiple times, I was informed that the phone had been received, was in good condition, and had not been opened. I was assured that the issue would be resolved within five days. Each time I called back after the five-day period, I was told the process would take an additional five days, with no resolution in sight.Moreover, I have experienced multiple instances of agents disconnecting the call and a general lack of assistance. The level of professionalism has been disappointing, and it seems that the department is either misinformed or *************** this point, I am at an impasse with Xfinity and urgently request that the iPhone 17 Pro Max be removed from my account as soon as possible.
Business Response
Date: 10/29/2025
October 29, 2025

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

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

Case Number:             24018636
Date of Notice:             October 15, 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 attempted to contact ****** ***** times to discuss their concerns. Unfortunately, all contact attempts were unsuccessful.

****** ***** has been provided with direct contact information should there be any further questions or concerns.

Sincerely,

****** *.
Xfinity Mobile Executive Resolutions
*******************************
Customer Answer
Date: 10/29/2025
I have attempted multiple times to reach out via telephone and email. I never received a call from the representative

Complaint: 24018636

I am rejecting this response because:

Regards,

****** *****

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