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I went to the store because the last time I talked to someone at xfinity, they signed me up for an additional account. So, i had 2 accounts and it was on auto pay to a CC. 

It billed 2-3x a month and totaled in over $2000 of charges. Then, I went to the xfinity store, they said that they would cancel it out for me and help me out. I turned in BOTH modems. My friend kindly set me up with an internet under his name, THEN they also check to see if i was eligible for mobile services. I was approved and I was supposed to check to transfer my verizon account. Well, I delayed it, but for some reason i'm being BILLED for mobile now!! I JUST 1 ACCOUNT FROM XFINITY CANCELLED AND 1 MOBILE AND NEITHER THE STORE NOR THE PHONE CALL CAN DO IT CORRECTLY. At this time, I'm going to end up disputing it because it's continuing to be fraud when I already returned all the modems. 

Here's the story:

I had xfinity internet (Account #1), then decided to get a new modem. A friend helped me set up the modem and call xfinity. The woman on the phone told me that she can set it up and looked up to see if I can have faster internet with lower costs. She found a good deal for me, so I said ok, I'll resign the contract since my account was already at month to month. WELL, little did I know, she signed me up for another account (account#2). I kept contacting them via phone call to fix it.

Chatted a few times then decided to call:
1st call: the person I called, it was an hour phone call said that I had only 1 account, when I could see 2 and that xifinity charged me 2x that month. They gaslit me saying that I was wrong and they can see everything and that I only had 1 account (which was account #2). 

Tried chatting again: they said that they could not see 

Tried chatting again: 
2nd call: was like the first call: it was an hour phone call said that I had only 1 account, when I could see 2 and that xifinity charged me 2x that month. They gaslit me saying that I was wrong and they can see everything and that I only had 1 account (which was account #2). 

3rd call: the person said the same thing and it took about 30 minutes before I asked to be transferred to a manager, then he put me on hold for 10 minutes, came back and said that he had opened a ticket for the back end and they will cancel it(account#1) and I will see all the credit into my account for the past 2 months. He said that it would take 1-2 months for credits to show up.

4th call: The person said that they could only see 1 account and that I was mistaken and wrong. They kept saying it over and over. After 30 minutes, I asked to speak to a manager. She put me on hold for about 10 minutes. Then she came back and told me that her manager said that they could only see 1 account as well. I told her that I was being charged certain amounts and I gave her all the amounts. By this time it amounted to over 2k. I was being charged 2-4x a month (for 4 months). She kept saying that I was being charged only 1x a month and that I was mistaken. I continued to repeat that I can see on my bank account that I was being charged multiple times. She continued to say that I was wrong. I was irate and kept asking for a manager and she would put me on hold, not allow me to speak with a manager, but she would relay her managers message to me. I was so mad I hung up after going off on them how ridiculous they were and I was going to dispute the charges with my bank.

5th call: I told them what was going on, they said the same thing as the 4th call, but told me that I should go in to the store and they can fix it for me.

I went into the store, showed all the charges, explained everything. The guy that helped me was great about getting it done. His manager helped open the tickets. The issue is only Account #1 was cancelled, but Account #2 remained. They told me that they would work on it. Then, he asked about my mobile, did a soft check and said for me to transfer services after I obtained what I needed(past history) from my current provided. I delayed a bit going to my provider because of work and other obligations. During this time, I saw xifnity mobile charges on my bank account. I contacted the rep at the physical xfinity store, but he never replied. So, I called in(just now) and the lady said she cancelled it and would credit my account. We'll see about that since it seems when I call, they always mess up. 


I am so frustrated and annoyed with xfinity. Not only have I lost 2k with them, they won't even refund me for the amount that is their fault.