A littany of billing and customer service issues

Dear Xfinity Customer Service,

I hope this letter finds you well. I'm writing to express my profound frustration and disappointment with the experience I’ve had with Xfinity mobile and internet service. I signed up for your service on March 2nd, enticed by a promotion offering a $200 gift card per phone line and a $30 monthly credit on my internet service. The representative assured me that I wouldn't be charged until I received and activated my sim card, but to my dismay, it never arrived. Consequently, I never received the gift card, and my internet bill was never credited as promised. The only thing that came out of signing up for the service was that I got charged for a service that was never provided.

As I prepared to switch phone providers, I had to pay off the remaining balance of two phone lines, totaling over $600. Not receiving the sim card forced me to stay with my current provider, incurring high phone bills I was unprepared for, given how much I had already spent to switch providers. This led to financial hardships, leaving me unable to keep my phone on and struggling to pay my internet bill, which directly affected my work. Regrettably, I wasn't even aware that I had been charged by Xfinity for two months in a row for a service that was not being provided until an attempt to charge me for a third month was declined, and I was notified.

Prior to receiving this notification, I hadn't received a bill or any indication that I was being charged. Unfortunately, I didn't notice the charges being taken from my bank account either. It was only when I began the process to restore my internet service that I noticed the charge of $47.96 by Xfinity mobile on May 26th. Believing this was the only charge, I spoke with a representative on July 18th to restore my internet services and brought up the issue. The representative offered to credit me $40, but I knew it was slightly more, and yet, I appreciated the help and didn't mind at the time.

The representative assured me that once I returned my older equipment to my nearest Xfinity store, they would give me upgraded equipment, and my new balance would be $155 with a $40 credit. However, upon arriving at the Xfinity store in Philadelphia on Walnut Ave, I was told something entirely different. I expected the exchange to last no more than 30 minutes, but to my dismay, the retail rep informed me that restoring my services would cost over $300. Despite explaining ourselves for about 20 minutes, I realized my only chance to restore my service that day would be if I called customer service while still in the store.

Around 7:20 - 7:30 that evening, I managed to connect with a kind representative over the phone who did her best to assist me. After some time, she processed my payment over the phone to settle my remaining balance and allow me to start service through Xfinity again. She clarified that the payment discrepancy was due to my old accounts with Xfinity, although I wasn't entirely certain what she meant, and since the store was closing, I let it go.

Although relieved to have paid and moved on, I was disappointed to be rushed out of the closing store, preventing me from inquiring about starting my mobile service or exploring the smart lock, door cam, and home security combo that had piqued my interest. Nevertheless, my faith in finding a resolution was restored when the representative transferred me to the sales and customer experience department, where I was met with exceptional assistance. This representative was kind, knowledgeable, and skillfully diffused my frustrations by providing top-notch customer service. I wish I could remember her name, as she truly stood out with her outstanding support. In fact, she even went above and beyond by helping me pick a plan that suited my needs and offering advice on applying for a work-from-home job with Xfinity, a venture I was keen on exploring due to our experience.

As we were finalizing the plan, an issue arose when I encountered a charge of $454.55 while going through the terms and conditions. I assumed it was displaying an old balance that would be taken care of, as I was told multiple times that no further payment was required. The representative herself was also surprised and apologetic about the charge, unable to understand why I was being charged. She assured me that billing would be able to cancel the charge, and so I proceeded with the process.

Yet again, I was transferred, this time to a lady named Joy in the billing department. Unfortunately, our conversation was marred by background commotion, loud noises, and people yelling, which added to my already considerable frustration. Joy seemed to have difficulty understanding my explanations and kept insisting she saw an error but would only credit my account $270 because of a remaining balance. It took multiple explanations before she finally understood, agreeing to credit $409 dollars. Despite the adjustment, I was puzzled as to why the charge differed from the original amount I was billed, $454.55. Joy explained that the amount was adjusted due to an activation fee, but it still didnt add up to the initial charge. She mentioned that the department capable of resolving the issue was closed but assured me she had put in a ticket for a refund, allowing me to choose between a refund to my bank account or an Xfinity credit which would process after i confirmed my choice through email. She concluded our conversation with a promise to call me back the next day between 11 am and 12 pm.

To my dismay, I never received that call back or email the following day. Instead, I received a notice that my closed account at [Edited: "Personal Information"] had been credited with $270. As you can imagine, this credit was redundant, as the account already had a zero-dollar balance after I had paid it off. I couldn't understand why it was processed at all.

In addition to the aforementioned issues, I later discovered that I had been charged multiple times for a mobile service that was never activated. Despite several representatives acknowledging the charge, they failed to rectify the situation or inform me of the additional charges beyond the $40 I initially mentioned.

I must emphasize that I have maintained a respectful and understanding tone throughout this entire ordeal, despite the immense damage that Xfinity has caused. However, the magnitude of money taken and the time wasted while pleading for my issues to be addressed is simply unacceptable.

At this juncture, I am left with no choice but to consider involving legal assistance, as I do not appreciate being scammed or taken advantage of. My trust in Xfinity has been greatly undermined, and I sincerely hope that this matter can be addressed promptly and resolved amicably.

Thank you for your attention to this matter, and I look forward to your response.

Sincerely,

Jeffrey [Edited: "Personal Information"]