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, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  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 requested cancellation on April 16th.Didn't happen. I again requested it 2 more times in May and was assured it would be cancelled disconnected and I would not be billed. This account is in a vacation home. It was finally disconnected in June Today I received another bill for $86.04.

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******* Mooney 
           ***************
           ************, ** 17363
  
           Case Number:    23477696
           Date of Notice:   June 17, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ****** regarding Xfinity service.
  
  On June 23, 2025, I spoke with Ms. ****** and confirmed that Ms. ****** requested a disconnection on April 4, 2025, to have services disconnected on April 20, 2025. This order was cancelled on May 22, 2025, due to an error. There was a separate disconnection order placed on May 22, 2025, with a billing stop date of May 23, 2025, but this order was later cancelled on June 5, 2025, due to an error.
  
  Due to the cancelled orders services remained active and Ms. ****** contacted us on June 5, 2025, to cancel services again. This disconnection was completed on June 7, 2025, with a billing back date to June 5, 2025. Ms. ****** had a balance owed at the time of disconnection for services through June 4, 2025. 
  
  On June 17, 2025, a partial credit was applied to the account for service charges. This left a balance owed for services rendered between April 21, 2025, and June 4, 2025. Ms. ****** paid the balance on June 21, 2025. On June 23, 2025, I applied an additional credit to the account due to overcharges on the account from April 21, 2025, to June 4, 2025. The credits will reflect on the July 7, 2025, billing statement. 
  
  As a courtesy, on June 23, 2025, I also removed unreturned equipment from the account to avoid future unreturned equipment fees. 
  
  Our records indicate that Ms. ****** is due a refund for overpayment. The refund will be processed to the last payment method within 30 days. If we are unable to process the refund to the last payment method, an email will be sent to Ms. ****** to select the method by which she would like to receive the refund. We will follow up with Ms. ****** to ensure receipt of the refund. 
  
  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:06/16/2025

  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 called in to Xfinity Mobile to ask a question back in August or September of 2024, during the call I was told that there was a promotion to receive an iPhone 16 as a free upgrade, I was very clear that I didnt want a second line and made sure that it was an upgrade. The agent sent the phone out and I activated it. I got a call from Xfinity mobile a few days later inquiring about me activating the phone. I explained that I had already activated the phone and thats when I learned that the agent had mirrored my phone number and opened up a second line. I have been getting billed for the phone and every month I have to call in, I get bounced around like a yo yo and told a bunch of inaccuracies, then I receive a credit for the phone each month. This is ridiculous and definitely fraud!

  Customer Answer

  Date: 06/17/2025

  This issue has been resolved. It was resolved by corporate today. Please close.

• Initial Complaint

  Date:06/16/2025

  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 ordered a phone from xfinity. I was not told that I had to sign for it. I cancelled the phone but I think they cancelled by contract. I am being charged on my **** but if it for another phone number. I have reached out to xfinity multiple times in multiple ways.

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******* ********
  ******************************************
  *****************
  
  Case Number:23475401
  Date of Notice:June 16, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******** regarding Xfinity Mobile service.
  
  I made several attempts to contact ******* ******** via telephone and email. Unfortunately, my attempts were unsuccessful. Our records indicate that the device ordered on May 5, 2025 was canceled and refunded on May 12, 2025, when the device was returned as undelivered. The returned device had no impact on the services that remained active on the original line that was established on July 21, 2021. On June 24, 2025, a credit was applied to the May 24, 2025 through June 23, 2025 billing cycle for the line setup fee billed on the April 24, 2025 through May 23, 2025 billing cycle statement.
  
  To address any additional concerns, contact with ******* ******** is necessary. ******* ******** can view the account details regarding the active number and the detailed charges for the Xfinity Mobile billing through the Xfinity Mobile website or the Xfinity mobile device application. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** *.
  Xfinity Mobile Executive Resolutions 
  **************, Extension 3052722
  

• Initial Complaint

  Date:06/16/2025

  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 waited for my cable box to be delivered, but it never showed up. I finally contacted Xfinity and was told it was never sent. They finally put it through and it arrived a week late. Ive now been working for hours for the past 4 days to try and get anyone at the company to help me install the box. It says it was never added to my account. But every time I contact the assistants I keep being given the same instructions to unplug and replug the cords in. Even though the message says I need the box linked to the account. And then I keep getting reassigned to new agents who cant help me!! Why am I paying for cable if I cant even use my cable box??

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ********* ********
  
              , MA 01718
  
              Case Number:                      23472962
              Date of Notice:             June 16, 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 Ms. ******** via telephone and email.Although I was unable to reach Ms. ******** a review was completed on the account.
  
  Our records reflect on June 17, 2025, the TV Box was added successfully and activated, the additional TV Box was added and activated on June 18, 2025. Additionally, there was a new modem added and activated on June 20, 2025.
  
  If Ms. ******** has additional equipment to be added to the account, contact with her is required to assist.
  
  Our records reflect, on June 10, 2025, as a courtesy, a credit was applied to the account and reflected on the June 18, 2025, billing statement. 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:06/15/2025

  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.

  Comcast has billed us for internet service it never delivered and has referred the account to a collections agency as of January 2025. We dispute the entire amount due, want the account to be credited in full and proof of closure with the collections agency.We requested internet service disconnection by phone with Comcast in November 2023. The Comcast ***resentative said that the disconnect request had been placed, and that all we had to do was return the modem. At no time did the agent provide or ask for a Voluntary Disconnect Order or any other paperwork. He told us to ignore any future bills we might receive from Comcast, as it might take the billing department a few months to get caught up on disconnect requests. We returned the modem on 12/20/23 and received confirmation of receipt ******** A).In December 2023, we received a bill from Comcast for January 2024 services in the amount of $309.84. I logged into our online account on 12/29/23. There was a note on the account that said ************ has been disconnected. The balance showing was for January 2024 service and since the service had been disconnected, this amount was not due. I took a screen shot of the notice and attached it to the bill ******** B) and forwarded this to my colleague ******** C).I called Comcast Business billing department on 4/8/24 when we received yet another bill. The *** said he would write off the balance and that the account should be updated to $0 within 5-7 business days ******** D). I logged in to our online account on 1/27/2025 to double check that the balance due on the account was showing as $0 and the final bill had been written off, which appeared to be the case ******** E). In February 2025, I received a collections notice from ***********************. I was not able to follow up until May, as I was recovering from an accident. Multiple calls to Comcast customer service were fruitless ******** F) - most recent case number: CR201844926.

  Business Response

  Date: 07/03/2025

  
  
  July 3,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** ******
  CA 94107
  
              Case Number:                                           #********
              Date of Notice:             June 15, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Comcast Business service.
  
  On June 16, 2025, I spoke with Ms. ****** regarding a billing concern. Comcast records show that Ms. ***** had returned her Comcast equipment on December 20, 2024,and had continued to be charged for services after that date in error. Ms.Hanelys account was charged for service through March 13, 2025, with the service eventually being disconnected on April 12, 2025.
  
  On June 17, 2025, a courtesy credit was applied to the account for the remaining balance. The credit will appear on the July 12, 2025, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Executive Customer Relations
  

  Customer Answer

  Date: 07/04/2025

  [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:06/15/2025

  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.

  In April 2025, my bill went up from $58 to $69.63 without any ********* I contacted the Comcast support via chat and the (lying) Comcast support promised me to lower it to $58 each month again for the next 24 months which did not happen. Instead, the next month's bill was $******, I contacted the lying Comcast support again, and again, but now they were trying to upsell me some other product for a much higher price with a much lower quality.I did not agree to that and they promised me to take it to the next level and told me that someone would call and message me through my email address. Both have never happened!I am giving you the opportunity here to correct this before I take it to the next ********** ID: ************ Chat ID: ***************** Ticket ID: *************

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:                      Case Number:                     23471482
              Date of Notice:             June 15, 2025
  
  
              **** ******
              TN 37013
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service.
  
  On June 16, 2025, I spoke with **** ****** regarding his concerns. Our records do not reflect a record of the referenced promotional rate being offered and accepted on the account. During our conversation, I reviewed an available promotional offer and price that was declined by **** ****** at that time.
  
  On June 17, 2025, the account reflects **** ****** accepted a 12-month promotion for Gigabit Extra. The promotion was added to the account and backdated to reflect an effective date of May 1, 2025. The promotion will expire on May 5, 2026 after which time the retail rate will apply. The package is eligible to receive a monthly self-service discount with enrollment in paperless billing and automatic payments. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change.
  
  On June 17, 2025, a credit was applied to the account as a courtesy. The change of service and credit will be reflected on the June 23, 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 **************.
  
  Sincerely,
  
  
  **** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/15/2025

  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 have a landline phone with Xfinity I have tried on numerous occasions to contact Xfinity about my issues They had the worst customer service I have ever come across We keep getting messages on our phone and it doesnt ring????There is something wrong with this I am not wasting any more time to get this taken care which it needs to be done I need help here Maybe if they hired people in the ** it would be a lot better These people over seas dont care about our issues and there is NO ONE to complain too I want my phone fixed please My husband is on oxygen and i need a working phone **

  Business Response

  Date: 06/30/2025

  
  June 30,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ***** ********
  ****************************************************************************
  *********,** 18634
  
                  Case Number:                      23471377
              Date of Notice:             June 16, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******** regarding Xfinity service.
  
  On June 25, 2025 I spoke with Ms. ******** regarding her service related concerns.Our records indicate a service visit was scheduled and successfully completed on June 24, ******************************************************************************************************************** ******** verified the service concerns have been resolved. All signal levels are within required specification.
  
  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: 07/01/2025

  [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:06/15/2025

  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 moved from my previous address on 4/15 and requested that Xfinity cancel my service at that location. Despite this, I was charged $127.75 on 4/25. I did not become aware of this charge until 5/21. Upon calling Xfinity, I was told by a representative from the ****************** that my service had not been canceled correctly but would now be canceled and I would receive a full refund.I returned all Xfinity equipment and was told the refund would be processed. However, I later noticed a $60 credit applied to my Xfinity account instead of a refund to my bank account. Then the credit disappeared entirely, and I still have not received a refund.Additionally, my account shows a $58 past due balance for an Xfinity Mobile account I never opened. I have contacted Xfinity 45 times via phone and chat over the past 2 months and even visited a store, but no one has resolved the issue.I am requesting the immediate return of the $127.75 I am owed, removal of any erroneous balance related to Xfinity Mobile, and confirmation that my account is fully closed with a zero balance. I am extremely frustrated by the lack of accountability and responsiveness from Xfinity.

  Business Response

  Date: 07/01/2025

  
  July 1, 2025
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ****** *****
  
  , IL 60620
  
                  Case Number:                      23471041
              Date of Notice:             June 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 June 26, 2025 I spoke with Ms. ***** regarding her Xfinity Mobile billing concerns. Our records indicate Ms. ***** subscribed to two lines of Xfinity Mobile service on April 16, 2025,using the Bring Your Own Device option. The service was deactivated the same day. Charges were incurred for two activation fees and associated taxes. This is reflected on the billing statement dated May 16, 2025. On June 5, 2025 the automatic payment failed to process. A late fee was applied and reflects on the June 16, 2025 billing statement. On June 24, 2025 a billing adjustment credit was applied, finalizing the Xfinity Mobile account with a zero balance.
  
  On June 16, ************************************************************** ***** regarding the residential billing concern. Our records indicate that on April 13, 2025 an online web order was received to transfer the residential service to her new residence (account ending in 7623) effective April 15, 2025. This transfer of service was cancelled the same day, per customer request. This inadvertently cancelled the disconnection of service at for the previous account ending ******* April 27, 2025 a billing statement issued for services was billed from May 1, 2025, to May 31, 2025.
  
  On May 5, 2025, a no contact disconnection order was entered for the account ending in 0285, due to a new customer starting service at that address. The pending disconnection order was cancelled on May 7, 2025. On May 21, 2025, a disconnection order was entered for the account ending in 0285 and successfully completed on May 22, 2025 with a billing stop date of April 16, 2025. This is reflected on the billing statement dated May 22, 2025 with a credit balance for service billed up to April *******.
  
  On June 18, 2025, the credit balance was issued as a refund back to Ms. ************* account. On June 24, 2025 Ms. ***** confirmed via email that she received the refund.
  
  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,
  
  
  Salinthia S.
  XM Executive Resolutions
  *******************************

  Customer Answer

  Date: 07/01/2025

  [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 ********. Although majority of claims in the response are false, the business has issued me a refund and closed the mobile account. For that reason only, I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  

• Initial Complaint

  Date:06/14/2025

  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 was wrongfully charged over ******************************************************** months with xfinity. The customer service will not tell me why I was charged. I want an explanation or why I was charged and a refund.

  Business Response

  Date: 06/26/2025

  
  June 26, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ****** *****
              *****************
              ***********, ** 17965
  
                  Case Number:                      23468395
                  Date of Notice:             June 16, 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 June 18, 2025, regarding the Xfinity Mobile concerns. On July 29, 2023, Mr.***** purchased an iPhone 14 Plus with a device payment plan. This allows for the payment of the retail value of a device to be paid in 24 monthly device payments.
  
  Xfinity Mobile offers 14 days from the date a device is received at an Xfinity retail location for return.The return iPhone 14 Plus purchased on July 29, 2023, expired on August *******. On February 18, 2025, the iPhone 14 Plus was not eligible for return and a return order was not issued for the device. Additionally, the device was not received at Xfinity Mobiles return warehouse.
  
  On February 18, 2025, Xfinity Mobile service was disconnected at Mr. ****** request. As the iPhone 14 Plus had not been paid in full, billing for the device payment plan continued.
  
  Xfinity Mobile did not receive payment for the invoice issued on April 25, 2025, resulting in a past due balance. The past due balance disqualified the account from the device payment plan. On May 25, 2025, an invoice was issued for the unpaid April *******, balance, the remaining balance for the iPhone 14 Plus, and a late fee.
  
  Payment for the May 25, 2025,invoice was received on June 14, 2025, via automatic payment.  Automatic payments and a valid payment method on file is a term of service. This information is part of the Xfinity Mobile Customer Agreement, accepted at the time of purchase.
  
  A review of the Xfinity Mobile billing reflects it is accurate based on approved purchases. As such,request for a refund of the June 14, 2025, payment is, respectfully, denied. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this letter 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 on ********************************
  
  
  Sincerely,
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:06/13/2025

  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 traded in my iPhone XR in January 2025 for $350 credit towards my new phone, the iPhone 16. Today, June 13th, I got it back in the mail with no explanation. After reading Xfinity community posts, it appears this is all a scam and my phone was never going to be accepted. Others have said they recently experienced the same exact thing with Xfinity. I would have never bought this new phone if I wouldnt have received a credit. The phone was old, they obviously knew that. But it worked great and looked great.

  Customer Answer

  Date: 07/01/2025

  I talked to an Xfinity representative today who was able to explain the situation. Appears the credit wasn't removed, it's just the way it's listed on their website that appears to be incorrect after a quick glance. They assured me that everything was still accurate and they're not sure why the phone was sent back to me. I'm sure they will send a response back to BBB but I wanted to do my due diligence as well and mention that there is no wrong-doing here by Xfinity.

  
  

  Thanks!