Credit promised and bad customer service

I am extremely disappointed with Xfinity’s customer service.

My boyfriend was charged for unauthorized mobile lines that were opened on his account without our knowledge. Because his credit card was set up for automatic payments, these fraudulent charges continued for several months.

When we first contacted Xfinity, the representative acknowledged the issue, spoke with a supervisor, and promised us a $400 credit. After waiting over a month, nothing happened. We called again and were told that the Accounting Department would review the account and refund the unauthorized charges. Once again, we waited, but no refund was ever issued.

When we called a third time, we were told that no credit or refund would be given because too much time had passed—even though we had reported the issue months earlier and were only waiting because Xfinity repeatedly told us to do so.

After being loyal customers for over two years, this experience has been incredibly frustrating. We expected Xfinity to stand behind its customers and honor the promises made by its representatives. Instead, we received conflicting information, broken promises, and no resolution.

I hope Xfinity reviews this case and takes responsibility for the unauthorized charges and the poor customer service we experienced.

I can provide the last supervisor name and the voice record of the calls