Billing Dispute

This is my second attempt to post my complaint! Any who, I just hung up the phone with a customer service supervisor Omar today 2/15/26. I'm an authorized person to speak for my Elderly Mother who's 72 years old. I had to Google to find this forum since I was told by Omar that they was no other course of action beyond him, to settle this matter. This was my third call to Xfinity for this matter. I'm thankful my mom has me to speak for her! Can you imagine what their doing to Senior Citizens who have no one and are on fixed income! CAN YOU SAY SENIOR ABUSE!!! (The amount of times I've had to call Xfinity in 2025 for billing issues alone is beyond ridiculous!)

Okay now the back story: My first call was Oct 2025  for this issue. My call was to request a mobile data change to by the gig (my mom stays at home where she had Wi-Fi connection). I asked for the mobile data change as well as the removal of a device insurance. I was told it would be in place moving forward. A couple of days later I went into the app to place the change as well, since I didn't see it yet and I don't trust Xfinity, so I was creating a paper trail. 

Last month January 2026 (my 2nd call). I spoke with a Rep who stated he located my request made via the app. I was told the account was being sent to review why my request made both over the phone with a live agent,  as well via the app was not honored. I stress the importance of the change due to my mom being on a fixed income. The Rep informed me of the course of action he made to resolve this issue and I was satisfied. 

Fast forward to today and my call with Omar (don't get me started on how he handled this call and the level of gaslighting). I brief overview: he told me there was no call notes available from any of my calls made to Xfinity. And even if there were he/Xfinity is unable to credit the account at all for the failure to make the change back in October. He told me the change was now showing as of this month February 2026. I asked if my call could be reviewed and if he was saying my app changed request from last October was not showing as well. Omar told me he can not review the account call record. And it would do no good as again he/Xfinity can not make an account credit for there failure to implement my change request. I asked for some way to get this resolved above him, and was told he was the last step. During my interaction with him he kept raising his voice, because I was seeking clarification. 

I had to Google Xfinity and came across this forum. I'm here to advocate not on for my Elderly mother, but any other Senior Citizen who has Xfinity Moble. 

I just learned T-Mobile has a Senior mobile plan. I will be taking my mom to them. DO NOT BRING OR ALLOW YOUR ELDERLY PARENTS TO COME TO XFINITY, THEY WILL GET ROBBED!! Not to mention I had to call last May 2025 because they sold her a product she didn't need for her TV, while in store getting a new phone. RUN!!!