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Friday, February 9th, 2024 6:42 PM

[Edit: All caps] Since April or May 2023 [Edit: All caps]

I have been trying for almost a year to get xfinity/Comcast to address their issue of overcharging on my account and the supervisors and agents display call avoidance and deny supervisor escalations to avoid poor scores. I made a service change at the end of April beginning of May and when I made that service change I had paid for all services and was owed one day of credit on all lines of services. My monthly charges were now $205. So my bill should have been $205, as I am not I. A contract and you can not bill for two months advance services but you did, I was given bills of $900, $800, $700, $600 etc. U got the excuse that the system is still updating and it will fix itself were the excuses the Comcast agents gave me. I also was given $300 in credits that were eaten up by your systems erroneous bills sent out while the system was updating. Each time you asked for a different amount that was an overcharge and a misdemeanor crime in the state of California. I have posted in your forums and have gotten no responses. Your sups hang up on me, I need a manager to call me and listen to what happened and to fix my account and take accountability for the overcharging on this account. Agents and supervisors want to start by talking about my current bill when the problem started in April or May of 2023 and the financial issue needs to worked forward not backwards, as I have already overpaid due to overcharges and refunds are due. Your company has had money of mine and used it to make profits for almost a full calendar year. I have requested a manager from retention contact me as the ignoring of this issue has lost us as a customer and we want our money back, it will depend on the retention managers handling of this issue if we stay a customer or not. We have been paying between $300-$500 a month for cable which is ridiculous, anything over $150 is above market value. I have worked in the cable industry for years and years and I am aware of the laws and regulations and your company is in violation of several. I need a manager of retention to contact me and be prepared to go over the last years worth of billing statements. I also want a complaint filed against Supervisor named Gemiko, the spelling is not correct but I couldn’t understand him and that’s what his name sounded like. I also had bad experiences with Shauna, and Suzanne a total of three agents and one supervisor who hung up on me after talking over and thru me the whole time. I would like to speak to a senior executive, call center directly, or general counsel.

Official Employee

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970 Messages

5 months ago

Hello @user_02a734 I am terribly sorry to hear of this poor experience with our teams and for this to be an outstanding issue for so long. We would love to help out in any way we can and work to make the account credits and adjustments needed to correct any errors. Since this is an account specific issue, please send us a direct message with your name and service address, so we can open the investigation. Once we locate the account we will have to send a verification code, after that we will be able to dig into the details. I look forward to hearing from you and helping to find the right solution. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

5 Messages

@XfinityPaula​  I have requested 3 manager callbacks from three different agents this morning at 6:00am pst 7 hours have passed with no callback. 

5 Messages

@XfinityPaula​ I did as you requested and no one has responded, and no one has sent any link to her email.  I am so sick of being given the run around. Until someone who is ready to listen and take notes your investigation is not going to be correct or sufficient until all my concerns that I have brought to your attention for almost a year are addressed. It would behoove you to contact me to get the full content of the complaint so you can resolve this issue.  Until this issue is resolved I expect no interruptions in my service as I work from home. Until I am contacted you do not have all the details of the overcharges and the $300 in credits that were issued and then taken away by erroneous billing as your system “catches up to the service change per your agents.”

5 Messages

I had requested 3 manager callbacks yesterday thru 3 separate agents and not one call from a manager as requested. My bill right now reflects an overcharge crime committed by your company. I am month to month, I am not on a contract so you are not allowed or supposed to be billing me for two months in advance. This has happened every month since my service change and every month your company has committed a misdemeanor crime against me. No accountability, no calls to resolve this, and all my communications that were sent yesterday are not even all listed herein this forum which tells me that your removing and editing my posts to keep other xfinity customers from seeing the state law that your violating.

(edited)

Contributor

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37 Messages

2 months ago

Overcharged Unreturned Replacement Cost

Xfinity has charged me over $1800 in unreturned equiptment fees!  $40 per month charged. Was on autopay due to my disability,  Equiptment returned to Comcast rep 4 yeas ago,  Cost of Comcast claimed missing equipment would have been paid for years ago but Xfinity still billied and collected,  They exploited a disabled person trusting autopay.  Concerned at how many others they are stealing from,

Official Employee

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1.4K Messages

Greetings, @psullivanhig515! Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this equipment issue. You have definitely come to the right place for assistance.

 

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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Expert

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30.6K Messages

@psullivanhig515​ 

Overcharged Unreturned Replacement Cost

Xfinity has charged me over $1800 in unreturned equiptment fees!  $40 per month charged. Was on autopay due to my disability,  Equiptment returned to Comcast rep 4 yeas ago,  Cost of Comcast claimed missing equipment would have been paid for years ago but Xfinity still billied and collected,  They exploited a disabled person trusting autopay.  Concerned at how many others they are stealing from,

It's your responsibility to read your statement every month so that you can catch issues like this before they get out of hand.  Doubtful you'll get all that money back.  Sorry.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Contributor

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37 Messages

Fair business practice would suggest xfinity stop billing when cost of equipment was paid.   fair

Contributor

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37 Messages

What a horrible reply from Comcast above????  Customers fault - sorry you won't get any money back - WOW

Expert

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30.6K Messages

@psullivanhig515​ 

First, I am not "Comcast".

Second:

  • l. Contact us with billing questions or disputes

    You may dispute charges on a bill or request billing credits. You must contact us within 120 days of the date on your bill, or you waive any disputes or credits, subject to applicable law and our binding legal obligations.

https://www.xfinity.com/corporate/customers/policies/subscriberagreement#chargesandbillings

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 Message

2 months ago

<Edited: Inflammatory>.  I was passed around 9x then promptly hung up on.  Tried to get things straightened out.  Nope, my bill went up, then was charged for a cell phone I was told was included as they were converting me from a landline to a mobile line.  Next thing I know ... I paid their fees, then got MORE fees AND sent to collections due to how badly they run things.  I paid the overcharges so <Edited: Inflammatory> wouldn't ruin my perfect credit and have since changed providers.  Never again.  <Edited: Inflammatory>

(edited)

Official Employee

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1.9K Messages

Hi there, user_1x1ol8. I am sorry to hear that you switched from our Xfinity Mobile service. We would be happy to take a look at everything with you. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

1 month ago

[Edit: All Caps]

They offer you cheap services but they don’t tell you the full story. 

I enrolled in the home WiFi for $30/month, however I kept getting additional charges on the app for different numerous fees. I called them on May 8th, 2024 as my home internet was not working and the customer rep did a reboot and offered me a mobile internet add on FOR FREE! 

I took because I didn’t have to pay anything. I had the line activated on May 13th, 2024 but for some person reason I had to move out of my old apartment. I called Xfinity on May 18th to cancel my services against at the end of the month which Ofcourse they said they had. 

Fast forward to today June 12th, I received a bill of $81.14 for mobile phone bill. They apparently cancelled the home internet and not the mobile. 


but wait a minute, the phone internet was free right? Why am I being charged over $80 even if the agent forgot to cancel. Crazy right? 

I have spoken to atleast 6 agents today and none of them have been able to give me a plausible reason as to why these charges are on my account. They all keep singing the same rehearsed song, “I understand how you feel but the charges are generated on the system”. 

Do not fall for this [Edit: Inflammatory] called Xfinity. There’s so many hidden charges they don’t tell you about. They claim they have promotions but don’t fall for it.
It’s better to pay a bit more with a reliable service. [Edit: Inflammatory]

(edited)

Official Employee

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1.1K Messages

 

user_3fgu2g Thanks for reaching out! When you canceled your Xfinity Internet services, you should have been adivsed to reach out to the Xfinity Mobile Team to cancel your mobile service. When customers cancel Xfinity Internet, Xfinity Mobile customers will incure a $25.00 per line fee. Was the team you spoke with today able to help at all? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

I called on the 18th of May to cancel both internet and mobile services!!!!!!!!!

If the service was not cancelled at your end how is that the fault of the customer?????? Check the call logs, check the transcripts, check the notes attached to my account. 

I did everything right! I called on time. It was well within 7 days of me activating the mobile account. You people need to learn to take responsibility for your untrained staff.

if I was told that services were cancelled like I asked, why am I receiving an $81.14 bill? 

Official Employee

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1.2K Messages

Thank you so much for getting back to us. Now we are limited on what we can do for mobile services here on our Xfinity Community Forums page. I would recommend calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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