Visitor
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1 Message
Complaint
I have been an Xfinity internet customer for the past 5 years. I had a special package for 20 dollars per month, because of my age and SSA. . Two years ago this program was eliminated. I came to their office on Golf Rd. in Morton Grove, IL to ask them what other packages are available. They told me that if I switch my cellular service to Xfinity then they will give me a package for cellular and internet for 29.85 per month (with the first year of the cellular service being free). I agreed to this package and they switched my cell service to Xfinity. After a month I received a bill for 69.65. I called the office two days in a row but nobody answered my phone calls. On the third day I asked my grandson to drive me to this office (I am 86 years old). The customer service agent was very nice and she told me that this was a mistake. She apologized and promised that I would be refunded the difference between what I was billed for (69.95) and what I should have been billed for (29.85). However, I never received this refund. Instead, the next month I received a bill for 43.05. I tried to call the office but once again no one answered my phone call and nobody called me back when I left a message via the call back service. I had my grandson once again drive me to the office so that I could resolve this issue. When I arrived at the office, a manager told me that I was not entitled to the 29.85 price and that the price going forward will be 72.90 (29.85+43.05). I informed the manager that it is very difficult for me to keep driving to the office every month due to my age and that I was getting tired of having to do so. The manager told me that if I was tired that I should "take a nap". He treated me very rudely and obnoxiously. Xfinity's customer service has always been a very respectful and and customer-friendly company in the past, but it seems that is no longer the case. They have lied to me every step of the way. They promise one price and then bill me for a completely different amount. They also do not answer the phone and I have spent hours waiting on the phone to talk with someone and no one has responded. Apparently, Xfinity has forgotten that they are a part of a publicly traded company (Comcast) and that the FCC can take them off of the Stock Exchange listing for mistreated customer service. If I do not get response, I will send this complain to BBB and FCC
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XfinityJustinC
Official Employee
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1.4K Messages
13 hours ago
Hello, @user_fytdze thank you for reaching out over Xfinity Forums and creating a post. I'm sorry to hear of the poor experience with the billing, and service received at the local store. I'd like to investigate this further, and help get the billing resolved. We're always looking for ways to improve as a company and getting valuable feedback on where we can make changes, and want to get inforamtion over to our corporate leadership team regarding the in store visit.
We value the security of your personal information when working with us over Xfinity Forums, I've edited your post to remove your personal information as we don't want that here in our public conversation. When you have time please send a direct message.
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