Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:06/13/2025

  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 requested internet services from Xfinity with the installation of the services taking place 5/15/25. To date I have open wires strung from one side of my property to the opposite with open electrical boxes exposing this wire and among others that have yet to be buried. The line was to be buried 10 days filling the order. My child was caught playing inside the box and other children are actively exposed to the issue daily. I have called and emailed multiple times with no resolution. This is a huge issue and liability.

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:                     Case Number:                     23466724
              Date of Notice:             June 13, 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 16, 2025, I spoke with ***** ******* and informed ***** ******* that I would follow up after contacting technical operations and a bury drop was completed. A bury drop was pending from May *******, until it was completed on June 17, 2025. I attempted to follow up with ***** *******, but it was unsuccessful. 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,
  
  
  ****** (****) G.
  Executive Customer Relations

  Customer Answer

  Date: 06/27/2025

  [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:06/13/2025

  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.

  In August 2021, Xfinity (Comcast) mistakenly created two separate accounts under my name for the same service address (******************************************************). This resulted in duplicate billing for nearly 20 months, totaling $2,260.04.I followed all instructions Xfinity provided at the time, including canceling the second account. However, I later discovered that the duplicate account had been sent to collections, which has negatively affected my credit score and financial standing.On December 14, 2022, during a live chat, an Xfinity agent named ***** confirmed the duplicate accounts (Account Numbers: **************** and ***************** and issued a reconciliation ID: ****************. Despite this, Xfinity failed to resolve the issue or provide a ********* 2024, I escalated the matter to ************************ One representative acknowledged the error and informed me that similar cases were eligible for director-level review, even outside the standard 90-day window. However, my assigned case manager ***** (ECM #**********) refused to acknowledge the duplicate billing or escalate the issue further. He simply declared the case resolved despite evidence to the contrary.This has caused undue financial and emotional stress. My credit has suffered due to a billing error that originated entirely from Comcast's internal mistake. A public record of my case and attempts at resolution can be found here:***********************************************************************************************************************************************

  Business Response

  Date: 06/26/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** ****
  
              , GA 30033
  
                  Case Number:                      23466512
              Date of Notice:             June 13, 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 **** Moons account (ending in 9803) was started on May 29, 2021 and is currently active. Inadvertently, a second account (ending in 9845) at the same address was activated effective May 30, 2021. The account (ending in 9845) was billed for service until May ******. The account (ending in 9845) was disconnected on May 7, 2023 with an effective stop bill date of April 7, 2023. An unreturned equipment charge was applied to the account on May 7, 2023. The remaining balance on the disconnected account was reflected on the May 7, 2023 billing statement. On May 22, 2023, the balance was referred to a collection agency.
  
  On September 19, 2024, a credit was applied for the unreturned equipment charge received on May 7, 2023. The credit is reflected on the October 7, 2024 billing statement. On June 23, 2025, a credit for the remaining balance on the disconnected account (ending in 9845) was applied. The credit will be reflected on the July 7, 2025 billing statement. The collection agency records were updated accordingly. **** **** was advised to allow 30 days for the account to be removed from collections and up to 90 days to be cleared from the credit bureaus.
  
  On June 23, 2025, I corresponded via email with **** **** and explained the above information. 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 **************.
  
  Sincerely,
  
  Gay R.
  Executive Customer Relations
  **************

• Initial Complaint

  Date:06/13/2025

  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.

  Husband died 3/15/25. I sent death certificate and paid bill 4/22/25. I unplugged all equipment on 4/22/25 and returned and canceled the service 4/24/25. I continue to receive bills for services never received. Even after multiple phone calls with their billing department and a supervisor. I received another bill for $136.67. Being charged and expected tk pay for a service you cant utilize is in my opinion bad business practices.

  Business Response

  Date: 06/25/2025

  
  June 25, 2025
  
  
  BBB of ******************* & ********************
  *************************************************
  **********************
  
  Re:****** ******
  *************************
  *******************
  
  Case Number:23458040
  Date of Notice:June 13, 2025
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ******, an authorized user on the account, regarding ********************** service.
  
  On June 16, 2025, I spoke with Ms. ****** and confirmed service was disconnected on June 2, 2025, with a stop bill date of May 23, 2025. Our records indicate Ms. ****** returned her equipment on April 28, 2025. Due to an administrative issue, the account was not disconnected effective April 28, 2025, as a copy of Ms. ******* identification was needed to process the request.
  
  On June 16, 2025, a credit was applied to the account for the billing period of April 24, 2025 through May 23, 2025. Following the credit, the account had a credit balance. As a result, Ms. ****** is due a refund. Ms. ****** will receive an e-mail with instructions on how to redeem her refund within four to six weeks. Once Ms. ****** confirms her refund method, it will be received within seven to 10 business days. 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
  

  Customer Answer

  Date: 06/25/2025

  [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:06/13/2025

  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 went to the Xfinity store in ***** to sign up for a new plan. They had multiple promotions. Get a new iPhone $400 off when you sign up for a new mobile plan. Also $40 off said mobile plan per month for 12 months when bundled with Xfinity internet (I did). The guy at the **************** was very helpful in setting us up. He made us port our numbers to our old phones and told us that we could order the iPhones later and still get the credits. I have been on numerous phone calls and I have proof that multiple people told me that Im eligible for the 2x $400 credits on the 2x new iPhone 16s I bought. As well as the $40/mo off for 12 months. I have not seen a ***** of the $800 or of the $40/mo. Please help me. I have recordings of 3/4 of these calls. And I know Xfinity has recordings of all their customer interactions.

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ***** Fade
              ******************
              *********, ********
  
              Case Number:              23465223
              Date of Notice:             June 13, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***** Fade, an authorized user on the account ending in 6595.
  
  Regarding the Xfinity Mobile promotions, on April 24, 2025, ***** Fade purchased Xfinity Mobile service for two customer-owned devices. At the time, ********************** offered a promotion through which eligible customers could qualify to receive the unlimited data plan free for twelve months on their Xfinity Mobile bill provided they satisfied certain requirements. To qualify for the promotion,customers were required sign up for ********************** and activate a new line with a certain data plan within a certain time frame of accepting their Xfinity service offer. Lines added with a tablet or smartwatch do not qualify for the promotion. The discount appears on the Xfinity Mobile bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, customers must maintain ********************** and ********************************************* service at the required or higher tier.
  
  ***** Fade satisfied the promotional requirements and is currently receiving the promotion as intended.
  
  On April 27, 2025, ***** Fade purchased an iPhone 16 and an iPhone 16 Pro. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive an amount off the device balance to receive monthly device payment credits for 24 months,provided they satisfied certain requirements. To qualify for the promotion,customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line. Existing Xfinity Mobile customers on the ********************** option must have completed two full billing cycles (with successful auto-payment) prior to the device upgrade. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ***** Fade did not satisfy the promotional requirements because two full billing cycles had not passed before the upgrade was processed. As a courtesy, on June 23, 2025, I applied a credit, equal to the value of the promotion, to the account in lieu of the promotion.
  
  On June 23, 2025, an Xfinity Mobile Regulatory Specialist called ***** Fade and explained the above information. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******* *.
  Xfinity Mobile Executive Resolutions
  ********************************

  Customer Answer

  Date: 07/02/2025

  [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,
  
  ***** Fade
  
  

• Initial Complaint

  Date:06/13/2025

  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.

  Cancelled account was told money wouldnt be taken from account, woke up to money being taken out of the account. Called customer service, theyre telling me its going to take 10 business days, not happy. The account was canceled- we didnt even get to use the internet- it was never connected. They literally stole money from my account.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** *******
           ************************************;
           **********************
  
           Case Number:    23464215
           Date of Notice:   June 13, 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 I was unable to reach ******** *******, a review was completed on the account. 
  
  Our records indicate the account is subscribed to Gigabit Internet with free xFi complete effective May 22, 2025, through May 21, 2030. The monthly rate does not include taxes, equipment, and fees. 
  
  As requested on June 11, 2025, the account was disconnected on June 12, 2025, with an effective bill stop date of May 22, 2025, leaving a zero balance. A payment was posted June 13, 2025, for the bill dated May 22, 2025, leaving a credit balance. Records show that the refund was delayed due to the leased equipment not being returned at the time. 
  
  On June 17, 2025, the wireless gateway ending in 343C was removed from the account due to lost status. The credit balance was returned to card ending 8928 on June 21, 2025. Please allow 4-7 days for 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,
  
  
  ****** *** S.
  Executive Customer Relations 
  

• Initial Complaint

  Date:06/13/2025

  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.

  The complaint involves multiple dates throughout this year and the previous year. I pay over $300 a month for their services, and when I do request a credit to my account, there is a maximum number despite service outages continuing to take place. The business hasnt committed anything to me that will fix the issue long-term. The multiple outages that continue to happen are always at the same location and can go for multiple hours at a time. There seems to be no other resolution than to keep fixing the problem when it happens - no equipment replacement, upgrades, etc. Im tired of the problems reoccurring, and the fact that there are only two landline providers for my area, and *** already left the first one due to lack of customer support, repairs, and equipment replacement.

  Business Response

  Date: 06/23/2025

  June 23,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      **** *******
              **********************
              *********,********
  
              Case Number:                      23464154
              Date of Notice:             June 13, 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. While my attempts were unsuccessful a review was completed on the account.
  
  Our records reflect on May 22, 2025,********************* was affected by an outage in his area, resulting in the loss of service for multiple customers. On May 22, 2025, ********************'s Maintenance Team identified and corrected the issue causing the outage by providing a resolution code of headend resolution. On May 28, 2025, ********************* was affected by an outage in his area,resulting in the loss of service for multiple customers. On May 28, *************************'s Maintenance Team identified and corrected the issue causing the outage.
  
  On June 1, 2025, ********************* was affected by an outage in his area, resulting in the loss of service for multiple customers. On June 1, 2025, ********************'s Maintenance Team identified and corrected the issue causing the outage. On June 4, 2025,********************* was affected by an outage in his area, resulting in the loss of service for multiple customers. On June 04, 2025, ********************'s Maintenance Team identified and corrected the issue causing the outage.
  
  On June 10, 2025, ********************* was affected by an outage in his area, resulting in the loss of service for multiple customers. On June 10, 2025, ********************'s maintenance team identified and corrected the issue causing the outage. On June 11, 2025, ********************* was affected by an outage in his area, resulting in the loss of service for multiple customers. On June 11, 2025, ********************'s Maintenance Team identified and corrected the issue causing the outage.
  
  On June 21, 2025, I sent information via e-mail to Mr. ******* on how to receive proactive outage notifications and how to check for service outages in the area including requesting for credit for service interruptions.
  
  On June 5, 2025, a credit was applied for the service-related concerns, and will reflect on the June 25, 2025,billing statement. On June 12, 2025, a credit was applied to the account for the service-related concerns, and will reflect on the June 25, 2025, billing statement. On June *******, an additional credit was applied to the account for the service-related concern, and will reflect on the June 25, 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 a resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ***** *.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/13/2025

  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.

  Hello-On about Jan. 11, 2025 I entered the Xfinity store at ************************ ***** MI ***** to exchange a defective cable box. After successfully changing the box, I was told by the Xfinity rep ******* that I was eligible (because I was a "good long-time customer") for a "Free" Apple Watch. After several minutes of deliberation in which I asked ***** SEVERAL times "what's the catch- as nothing in life is for free" he assured me that the only thing I would be responsible for would be the $18 fee for the theoretical sales tax on the "free" phone--which I agreed to! A few months later I noticed a recurring charge on my credit card for $10 a month for "activation"My phone was never "activated" because it was mailed to my house a couple weeks later. I NEVER agreed to an activation fee for the phone. I called the Xfinity 800 number on 2 separate occasions (for a total of at least 3+ hours) and was told that the charges would cease going forward and my account would be credited for the back charges-which never happened. Since then I have been in contact with "Erlina"? the manager at the **** store in an effort to get this resolved. There is an internal fraud ticket in place at Xfinity for over a month with NO response to my case. I feel like I'm being deliberately dragged along to make my issue "go away"-hence my decision to file a complaint with the BBB. Please help!-Thanks

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:******* *******
  ***************
  ******************
  
  Case Number:23462830
  Date of Notice:June 13, 2025
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ******* *******.
  
  On January 11, 2025, ******* ******* purchased an Apple Watch SE. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfy certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ******* ******* satisfied the promotional requirements and received the promotion until the watch was removed from the account on April 3, 2025. 
  
  There was no line set up fee charged for the watch being added to the account. The remaining charges of the smartwatch were removed from the account and a credit equal to the charges that had been placed on the account for the watch was applied on June 16, 2025, and will reflect on the May 23- June 22, 2025, billing cycle. 
  
  On June 16, 2025, I called ******* ******* and explained the above information.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ******** *.
  XM Executive Resolutions 
  ********************************
  
  

  Customer Answer

  Date: 07/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:06/12/2025

  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.

  Comcast tries to collect $3472.02 from me for international roaming charges, which I never used. $3472.02 were charged by a phone snatcher in ***** on 12/20/2024. My phone was protected by finger prints and a passcode. I reported the stolen phone incident to Comcast and requested a suspension of my phone. Comcast knows $3472.02 was not incurred by me from my tickets - my explanation on the issue. Comcast hired a debt collector to impose $33472.02 on me on 6/10/2025.

  Business Response

  Date: 06/18/2025

  
  June 18, 2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** ***
  **************************************************************************************************
  
  Case Number:23463204
  Date of Notice:June 13, 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 June 18, 2025, I spoke with Mr. *** to discuss his Xfinity Mobile concerns. Our records reflect on December 13, 2024, Mr. ***** line entered *****. A service notification was sent via SMS confirming that he had entered ***** with a Global Travel Pass active on his line.
  
  On December 23, 2024, Mr. **** line incurred voice roaming charges. The line was placed on voluntary suspension later that same day.
  
  From November 25 to December 24, 2024, the account incurred total charges, which included the Unlimited (2 Lines) plan, service and device charges for Jeesook Paiks line, service and device charges for Kwangsoo **** line, and taxes, fees, and other charges.
  
  On December 26, 2024, our records show Mr. *** reported the device stolen, and an Xfinity Mobile agent submitted a blocklisted case for the ******* Galaxy S9 IMEI ending in 8793 (Kwangsoo **** line) on the same day.
  
  On December 29, 2024, the ******* Galaxy S9 IMEI ending in 8793 (Kwangsoo **** line) was blocklisted.
  
  On January 1, 2025, our records show roaming activity was detected in *******, and a Global Travel Pass SMS was sent.
  
  On January 9 and January 11, 2025, Mr. *** visited a retail store in the **** to replace his SIM card.
  
  On January 11, 2025, a new BYOD ******* Galaxy S20+ 5G order was placed with an Unlimited plan, confirming he was not in ******* during the time of the roaming activity. However, the ******** *** line shows it entered ******* on January 11, 2025, and accumulated international roaming charges.
  
  The billing cycle that began on December 24, 2024, and ended on January 23, 2025, reflected a total that included the Unlimited plan charge, charges for Jeesook Paiks line, charges for Mr. **** line (primarily due to international roaming), and taxes, fees, and other charges.
  
  On May 21, 2025, the ******* Galaxy S20+ 5G line was cancelled due to non-payment then the unpaid balance was written off and sent to collections on May 28, 2025.
  
  During our interaction on June 18, 2025, I explained the aforementioned information and a credit was applied to the account for the international roaming charges; however, Mr. *** will be responsible for a remaining balance, which covers missed invoices from April 25, 2025, and May 25, 2025. On June 18, 2025, Mr. *** made a payment for the final balance. The account is closed with a zero balance. The collection agency will be updated within 24 hours to reflect the changes. 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 ********************************.
  
  Regards,
  
  
  ******* *.
  Xfinity Mobile Executive Resolution
  
  

  Customer Answer

  Date: 06/18/2025

  [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:06/12/2025

  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.

  06/12/25 Infinity representatives refuse to process a phone return, and have customers call the help line themselves while telling misleading/contradictory information. Forced me to hang up the phone with a representative form the official Infinity line due to a verbal disagreement between employees. Lied about sending a return label multiple times. Stalling in order to pass the 14 day window even with continued efforts according to infinity instructions

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
   
  Better Business Bureau 
  ****************************;
  ********************
  
  Re:****** ******
  ***************************************************************************
  
  Case Number:23463139
  Date of Notice:June 13, 2025
  
  
  Dear Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ****** regarding Xfinity service. 
  
  On June 13, 2025, I spoke with ****** ****** regarding a Xfinity Mobile concern. Our records confirm that ****** ****** purchased an iPhone 15 on June 9, 2025 using the online self-service option and was still within the 14-day return window. The device was shipped on June 10, 2025 and was delivered and activated on June 12, 2025. Although the Xfinity Mobile service was canceled on June 12, 2025, we could not confirm whether a shipping label had been emailed.
  
  On June 13, 2025, Xfinity Mobile sent ****** ****** a ***** shipping label to assist with the return of the mobile device. I advised that once the device was returned to Xfinity Mobile, we would refund the card on file and remove the mobile device balance from the account provided the device remained in like-new condition.
  
  We confirmed that the mobile device was returned to Xfinity Mobile on June 19, 2025. Processing the return can take up to 15 days, followed by an additional 7 to 10 days for the refund to be issued. We will continue to monitor this case and follow up with ****** ****** until the refund is successfully completed.
  
  I followed up with ****** ****** on June 23, 2025 and explained the above information. I apologized 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,
  
  
  Salinthia S.
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:06/12/2025

  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 March 7th I re-signed my contract with xfinity for $10 through their representative via their application. They said that my contract was good for $10 for 24 months starting that day and they had already implemented the changes and nothing else was needed from me. On March ****************************************************** again. They once again stated that my bill was $10 and that I would get a refund for over charging the past couple of months. Another month goes by and they still over charged me so I called them and they said they were elevating it up to fix the problem. Another month goes by and they continued to over charged me so I went to my credit card company to dispute the transaction. I provided them with all the screenshots as the once attached and they agreed to carry forth the dispute and refund me the money. Xfinity has now tried to overcharge me again along with stating I have late fees even though they owe me hundreds of dollars for overcharging me for several months. My credit card company denied the last automatic payment because it is once again an over charging and xfinity shut off my internet. I have been on the phone, on the help forum and the chat application for over ******************************************************************** from one department to the next and no one can help, theyre just wasting my time. I would like them to actually implement the changes that they told me they implemented on 7 March, refund me for them overcharging me for the last several months and restore my service that they have shut off.

  Business Response

  Date: 06/25/2025

  June 25,2025
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       ****** *******
              *********************************************
             **,DC 20001
  
                Case Number:                    23462979
              Date of Notice:             June 13, 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 engage in consistent communication with ********** via telephone and/or email to address his billing concerns. Although these attempts were unsuccessful, a review was completed on the account. Our records are unable to confirm Mr. ******* was provided an offer for Xfinity internet service at 150 Mbps for a set price that would persist for 24-months. No consent to authorize changes of services was presented to Mr. ******** and no order to complete this offered pricing was entered into our system.
  
  Records reflect Mr. ******* accepted our Connect More internet services that began April 22, 2025. This promotion includes a contract discount effective April 22, 2025, through May 19, 2027,when it will transition to a decreased contract discount amount effective May 20, 2027, through May 19, 2028. Effective May 19, 2028, retail rates will apply. This package also includes a 1-year term agreement effective April ******** through April 22, 2026. Mr. ******* will also receive a monthly AutoPay credit while enrolled in our Automatic Payments and Paperless Billing feature.Consent was provided and Mr. ******* authorized changes to services via SMS Text with a confirmation emailed to his primary email address on file.
  
  On May 11, 2025, Mr. ******* requested two partial payment reversals from his financial institution that appeared as **** Chargebacks on his May 15, 2025,billing statement. These two reversals were reapplied to the account on May ******** and combined with a late fee charge (applied on May 15, 2025), increasing the balance due.
  
  As an effect of the partial payment reversals, an order to suspend services due to non-pay was entered on June 12, 2025. This order was cancelled on June ******** after receiving payment from Mr. ******** Services were restored on June 13, 2025.
  
  Billing records reflect two service adjustment credits for Connect More, and a reversal of a Late Fee charge were applied on June 13, 2025. A payment was processed on June 13, 2025, and applied on June 14, 2025, and combined with a reactivation fee charge (applied on June 15, 2025). Billing changes were reflected on the June 15, 2025, billing statement.
  
  I apologize for any inconvenience that may have occurred while working 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.
  
  Sincerely,
  
  
  ****** W
  Executive Customer Relations
  **************
  

  Customer Answer

  Date: 07/01/2025

  One person reached out from Comcast with what seemed like a canned auto generated email. I responded then never heard back from them. Seems like their customer service is non existent through their company