New Poster
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2 Messages
Formal Complaint Regarding Deceptive Billing Practices
To the Xfinity Executive Customer Support Team,
**RE: Formal Complaint Regarding Deceptive Billing Practices – Initiated June 25, 2026**
I am writing this formal complaint to express my deep frustration regarding the deceptive interactions I have experienced with your team since yesterday, June 25, 2026. As a customer of 13 years, I have always valued reliable service, but the lack of accountability I have encountered has completely eroded my trust in your organization.
My ordeal began when my personal modem failed to sync with my router. After troubleshooting, I contacted Xfinity. An agent told me my plan qualified for a "free" rental modem. Before accepting, I spoke with three different Xfinity representatives to confirm the terms. I explicitly asked if my monthly bill would increase or if there were recurring fees. All three agents assured me the rental was free and any $15 charge was a one-time fee that would not become a recurring burden.
Relying on these explicit confirmations, I picked up the equipment. Imagine my shock when, today, I saw my account dashboard reflected a permanent $15 monthly rental fee. When I called to rectify this, I was told the previous agents were "mistaken" and that there was "nothing that could be done" to honor their word.
The most insulting aspect is the response from your "Loyalty and Retention" department. Despite my 13-year history, they refused to honor the promises made by your staff, citing standard policy and dismissing the misinformation as a simple error.
This is not just about a fee; it is about honesty. Being misled by four separate representatives in two days is a systemic failure of your customer service culture. I feel cheated and entirely undervalued.
I am requesting that my account be restored to its original, pre-rental price point, with the permanent removal of the recurring $15 fee as promised. I expect a response from leadership with the authority to rectify this situation. If Xfinity values its long-term customers, now is the time to demonstrate it.
XfinityFrank
Official Employee
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2.4K Messages
8 hours ago
Hi there! Thanks for reaching out to us here on the Community Forum and sorry to hear about the poor experience. This is definitely not how we want things to go, and would be more than happy to help get a solution in place.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
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