I have been trying to have my issue resolved for over 3 months. I have now, after finally being answered on my previous post, been told that it was too old to do anything with a and I would need to create a new post for assistance. When I explained that didn't make a whole lot of sense, and pasted my post into the chat with the agent. I was told that "continued unsolicited messages are a violation of the forum guidelines. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges." I have never had such an insulting and infuriating customer service experience as I have had with Xfinity. I have spent over 20 hours trying to resolve my issue and it hasn't been corrected despite endless people saying it is or it would be. No one seems to be able to help. The worst part is the problem isn't even my fault it was a mistake on your end, and that problem has now unfortunately spread to affect my life, future and financial standing in a deep way. I have reported this to the Better Business Bureau, not vindictively but because I truly do not think this level of customer service or treatment of consumers is acceptable. ALL that I want is what I was told, reassured and promised would be done. Although that hasn't been followed through on yet, I pray it will be today. I want the incorrect balance of 175.60 to be credited back to the account, I want documentation proving that this "debt" was incorrectly sold and falsely reported to the debt collection agency, and I want proof that the account not being closed and credited and then being sent a collection agency and the 3 months of effort and issues I've had to go through without any resolution was your companies fault. This request is so that I may dispute the debit from the collection agency and dispute it with the credit reporting agency. That is the only way unfortunately to fix this issue now. -- bellow is my original post 3 months ago that went unanswered and following that is my follow up message from 5 days ago.
I have had more problems with your company than I can count. Especially your customer service or more realistically the utter and complete lack of customer service you pretend to provide. For over 6 months I have been in regular contact with your "team". I was being charged over 180$ for just home internet service when the contract I signed was for 80$. I was being charged for a tv box and remote that I hadn't had in over 2 years. I begged for a different plan, and was told all they could offer was a new bundle including internet and a mobile line. I didn't want a mobile line, they assured me it was a formality and the only way to lower my bill if I didn't want to cancel. I was PROMISED the new bill would be 130$ ( which really isn't much better anyways) but I had spent over 6 hours in one day trying to get the plan changed, so i reluctantly agreed with the assurance that it would be cheaper than my current bill. I received the phone that i never wanted, they didn't provide the little card needed to activate it so i called it pointless and put it back in the box. Considering I never even wanted it in the first place that was fine with me. That month i received a bill of over 130$ for the internet and a separate bill of 98$ for that freaking phone. I reached out yet again looking for help, there was NONE to be found from your customer service team. I began having issues with my home internet, which I'd reached out about several times in addition to my billing concerns. I was being charged this astronomical amount for 1000mbps of home internet speed, however, the test run on the system routinely returned speeds of literally 15-20 mbps. I was told that they needed to send out a tech, i asked if there would be a charge and was informed that yes there would and it would be a MINIMUM of 100$. Which is beyond ridiculous. I was then told i would probably need to purchase/rent a new more expensive moteum. At this point, I have been purely disrespected by your customer service and company. I have been patient and kind through the endless issues, slow service, the dropped calls, the overcharges, the poor helpless "chat/call agents" oh, and I can't possibly forget that godforsaken AI bot. FInally, a few months ago i saw an add for a new plan, it was exactly what id been asking for for forever. I reached out asking to switch to it. I was told i couldn't, first they said "it wasn't available in my area" then they tried to bundle me into more unnecessary services. I looked it up for myself, it was available in my area, i told the man, and he rebutted with " well yes but its only for new customers". EXCUSE ME??!?! After all of the [Edited: Language] I've been pulled through, the 200$ a month payments for YEARS for a service and speed that I'm not even receiving, and I can't even get decent customer service. And now this! A new customer who hasn't stood by your company through it is getting a better deal than me, that's horrible especially when i know you'll slowly rope them and add charges until they're in my same boat. I asked to cancel my service and informed the man that any current outstanding balance should rightfully be waived, it was 178$. He said he could do that understandably, and told me I could sign myself up for the new service. Which i did, the man who helped me with that assured me i only had one account with you and everything i needed. And yet somehow I've just received a bill for the account i closed 3 MONTHS AGO, claiming i have an outstanding balance of 400 some dollars with 175 due immediately. All I have to say now is this is so far pasted [Edited: Language] up and irritating. All i want is the service i pay for to be provided, to receive accessible and decent customer service when needed and to not be LIED to. I should not and will not pay a single dime more towards a closed account, it honestly should be refunded to me. I want the "outstanding" balance waived and an apology! --- my follow up from 5 days ago ------
Update. Despite continuing to try to resolve the issue and being told that it was resolved. Xfinity credited only a portion of the bill leaving $175.60 due without informing me or trying to collect upon that or follow through with the promise that they were going to credit any balance entirety, considering that I had asked to close the account and they improperly closed it . Xfinity then decided without notifying me , to sell that "debt" that I wasn’t supposed to have and was told did not exist to a collection agency, who then dropped my credit score 70 points. I contacted Xfinity and was told that I didn’t owe anything. I contacted them again when I learned that that didn’t make any sense, and I was told that my identity had been stolen. That also doesn’t make any sense so I contacted them again and was told that I do in fact out 175.60 but that it would be waived as it was originally promised that it was their fault. I have screenshots of this conversation and that I was assured it would be corrected and I would get proof of the conversation proof of this being your mistake within 24 hours. I waited two days. I have not had any of this sent to me and I am not able to dispute this issue with the credit agency that your poor customer service has now affected my credit score weeks before I’m supposed to be buying my very first house that I have saved years and worked hard to improve my credit score for . This is grossly unfair and I am officially disputing this in any way necessary. I will be contacting the Better Business Bureau and anyone else that I can get a hold of and as soon as I move, I will be going with another company. During all of this time I was signed up for automatic payments as well and at any point they could have automatically withdrawn the 175 and not sent it to collections or close the account as they had promised that they would do in credit the money as they had promised and reassured me that they would do they chose none of these options, you did not contact me and ruined my credit score instead
XfinityAmandaB
Official Employee
•
2.4K Messages
22 days ago
@user_s94zqj Thank you so much for stopping in for help with your billing concerns. If your old post was made private due to its content, that may have prevented us from seeing your post to provide a reply. I apologize about having to make a new post, but this does help with other customers' concerns and tracking to keep your conversation in one place. Now that you have come back and made a new public post we would be more than happy to make sure you get the assistance you need in private.
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