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Friday, April 18th, 2025 9:20 PM

Chat Agent Lied to me about free iPad, now I'm being charged for an iPad I never even wanted and Xfinity Mobile I never wanted

I've had the worst experience with any company ever for the past 8 months since I moved into a new apartment. It started with a rep screwing up my transfer request because no one at Comcast seems to know what an "internet ready" apartment is.
Spent about 2 weeks trying to get my internet fixed and actually working with numerous calls taking up a combined 12 hours of time just back in July/August 2024. 2 technicians were supposed to come out. 1 "never got scheduled" even though the chat rep insisted they had. The 2nd I got the confirmation email, but no showed no called.
While trying to fix my internet I got transferred to upwards of 10-20 different reps, constantly bouncing me from one to another until I found one who kind of helped me and offered me a free iPad as compensation for at that point having spent about 7 straight hours talking to customer service trying to get my internet fixed.

I asked multiple times, repeatedly, clearly that it was indeed free. And they assured me it was. I told them I would just sell it the moment I got it, because I had NO NEED for an iPad what so ever. And they said that was also okay.
To be clear, I was only trying to get my internet fixed that's the only reason I called/chatted in ever, every time. But after spending close to half a day and their repeated assurances it was free and would not change my bill I accepted, and made it clear I would sell it immediately and they said that would be no problem.

Fast forward. I've been getting charged every single month for "xfinity mobile" and this iPad. This has been a nerve breaking, maximum stress inducing and infuriating problem for almost a year now. I moved in July 2024! It's now April 2025!

I have multiple chat logs of my conversation with the reps too:

[Edit: "Removing chat transcript"

Same log again, but with my responses, but because it was impossible to copy a log out over I had to painstakingly copy this one. The Download Transcript option in the chat DOES NOT WORK.

[Edit: "Removing chat transcript"

I am at my absolute end. This is my last attempt at trying to fix this. I've called so many different phone numbers, talked for now close to 24 combined hours to dozens of different customer service staff. I've physically gone in to a store location and spent hours there too. But they were mostly useless because every little thing has its "lane" and the physical store people are just sales basically.
If this isn't resolved as much as a pain it's going to be I will just have to pursue damages in civil small claims court. And I at the very least willl find every government agency and non-profit I can possibly find to file claims against Comcast and Xfinity for this blatant deception and fraud.
No company should be able to get away with this. I don't care if its just a few hundred dollars.

Official Employee

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2.2K Messages

2 months ago

 

whyLie Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

3 Messages

I have done this and sent a Direct Message today.

3 Messages

@whyLie​ In the 26 days since I left this message things have gotten worse. At first it got better because one rep (Diane) actually seemed recognize what had happened and partially credited me and was working on the others (I never heard from her again). Of the several dozen CS agents I've dealt with she's one of only 2 who has done a good job.
Then I got a charge out of no where without explanation for $459.52 to my credit card other than a automated email that said "Your Xfinity Mobile service was disconnected on April 21 due to non-payment."
Even though the ENTIRE reason I'm contacting CS is because I've been fraudulently being charged this entire time. So somehow I both have had my credit card pinged every month for charges for something I never signed up for or agreed too and also charged for non-payment for "Something". Don't even know what.

So now nearly a month later (but 10 months since the issue first began) it has somehow gotten worse and is STILL not yet fixed.
I actually have to compel them through the BBB, DOJ (and any other gov agencies I can find, because honestly at this point its turning into my weekend routine) and probably even the small claims court to recognize that one of their reps lied outright and use deceptive practices and there insanely obtuse CS apparatus has instead of acknowledging the problem they have with their chat CS team and instead doubled down on their assertions seemingly in the hope that most people probably wouldn't be this persistent.

Well, I'm here for all the customers who never called in. Who did, but got exhausted part way in. Because I've seen the other posts and I know I'm not the only one whose experienced the chat teams blatant lying tactics. Like it sounds hyperbolic, but its not at all. They literally said "thing was free". And then.. thing was not "free" AT ALL. You know what the definition of the word free is m***?!
That's all to say this issue is most definitely not resolved.

Visitor

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1 Message

19 days ago

This is very similar to my experience. There is NO customer service with this  "speak" with an Xfinity service rep. He explained that the store employees were for sales only and couldn't help me. I spent close to an hour on the dunce video exchange. The first rep just suddenly disconnected after about 30 minutes of work. He explained that their systems were just very slow, really? The second rep was unable to figure out how my 2 modems were going to work with the proposed plan change. After another 30 minutes, this time, I gave up. This company has a semi monopoly and they know it. They just don't care about customers and will bilk you out of every dollar they can. Shame on them.

The "free" Ipad is really a trojan horse for a new cell customer. You get the Ipad and then you must "activate" it meaning you have to set a new mobile account. This little detail was never disclosed by the chat agent and constitutes deceptive sales practices.  

Official Employee

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3.4K Messages

 

user_p4c2n9 Thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that this was your experience in our service center. I would love the opportunity to see if we can turn this experience around. Please send us a DM with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window   
Press Enter to send it

 

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