Billing and Deficiency in Service

<Sensitive Information Omitted>

Dear Xfinity,

Good day! I have been trying to reach out to multiple channels to get your attention like Xfinity chat Assist, Phone support, Xfinity Twitter and Xfinity In-store.

Unfortunately, the Deficiency in Service is causing mental and financial impact to me.

Please find issues due to 1 single decision of mine of take Xfinity Storm Ready Device.

Context: Please review my April 2025 which exhibits what should be bill charge for monthly service i.e. $33(Monthly Charge) + $0.17(Tax).

Issue 1: 

Decided to give Xfinity Storm Ready device a chance as Hurricane session is coming. I went to Xfinity In-store to purchase the device. The store representative only informed about Onetime charge of $252 which can be onetime payment or Monthly payment. I took the device with agreement to pay monthly. (Note: No mention of any additional charges of Taxes).

The monthly statement of May, 2025 generated which shows that monthly charge of device as $7 with a Tax charge of $23.75 (Storm Ready Device).

I returned the devices within 30 days window to get refund credit. Unfortunately In-store representatives did not process refund correctly due to which it added to my June, 2025 bill again with full cost of device and increase tax charges.

Resolution Required:

1. Credit of Device charge : $252
2. Credit of Tax charge for device: $23.75
3. Adjust of Tax charges based on revises credit on June 2025 statement

 

Issue 2:

As storm ready device was not getting activated with self-activation I reached out to Xfinity Phone support. Based on my discussion with representatives, storm ready devices were prone to issue while self activation and a technician would visit to my location and activate. This visit of technician would be Free of charge(Please review audio recording). I am being charges $100 for this visit. The technician was not aware about Xfinity storm ready device and he needed to check with his area supervisor on technical steps for activation(Please review audio recording).

Resolution Required:

1. Credit of $100 from June, 2025 statement

 

Issue 3:

As being a loyal Xfinity customer, Xfinity was providing me loyalty discount by crediting $45 each month for 12 month effective 1st May 2025(Please check May, 2025) statement. Due to above reported issue and updated made by Xfinity representatives, I have lost that loyalty discount credit and its no longer reflecting in June, 2025 statement.

Resolution Required:

1. Restore loyalty discount credit of $45 for 12 months effective June, 2025

I have raised Two tickets for credit and multiple calls to Xfinity support but it seems I am not able to get corrective support. Please reach out to me if any of the concern are unclear.