Before You Get Xfinity, Please Read

Overall, I’d say I’ve had a decent experience with Xfinity until now. I haven’t had any issues with connectivity and the prices were fair for the most part. I’ve been with the company off and on for years with no issues with late payment. However, my opinion of the company has recently changed drastically.

I recently disconnected my service in November in favor of a competitor that offered fiber. I returned the equipment with no issue. However, I’ve since moved to an area where Xfinity has a monopoly on connections above 300mb which encouraged me to try them again.

I signed up for service without issue before I was notified I had a previous balance on my account. I was perplexed as to how do I called for clarity. I was told by a rep that he didn’t see the issue and that I should ignore forthcoming calls and texts about it. However, that didn’t sound right so I called again. Much to my surprise, I had a balance for almost $300 for unpaid service even though I canceled. My service has since been turned off even though I’m attempting to dispute the issue. 

It came to a head last night in a 4 hour chat with Xfinity assistance where I endured some of the most deceptive and unscrupulous “customer service” I’ve ever experienced.

I was told I could get my service immediately reinstated for $100 by multiple reps. The reason it was multiple is because every time one would be about to set up coverage, they’d inexplicably switch out. The new rep would immediately feign ignorance to the agreement until I stated I was screen recording our conversation, to then immediately having record of the arrangement. I always made sure to explicitly state if it could be done and they agreed. At the end of the chat with my Valentines Day shot, we had service. But for the previous address…

I decided to call the next morning with the impression that my coverage would be intact due to the previous nights understanding. However, upon speaking to the retention department who of course couldn’t pull up a record of last nights dialogue, he state the full amount would be due upon reinstating service.

I asked to speak to a manager who stated it’d take a week for them to unearth the previous nights agreement and it was void. No credits to the policy, no explanation of payments, nothing. Add to that, it would take at least two weeks to process the payment, so the immediacy of the agreement was also untrue.  

I don’t understand why use these sort of underhanded practices with someone who just wants clarity. I’m so glad I recorded the conversation since suddenly it’s disappeared off the face of the earth. I’m unsure about next steps, I just feel deceived which isn’t how I should feel after doing business with a company almost a decade. Hopefully my issue can be resolved and none of you will run into this problem, but just know it’s out there