Frustrated 10 year customer

Good morning Tom,

I have been an Xfinity mobile and internet customer for 10 years. I have consistently recommended and praised your cellular quality, your GIG speed tower, and the excellent savings that come with combining the two services, offering what I consider to be top-tier performance.

With that being said, I have recently had multiple disappointing and extremely costly experiences with Xfinity in-store teams. Let me preface this by saying that at both locations I visited, the teams were very friendly, and I truly believe they were trying to act in my best interest. However, the outcomes have been financially devastating.

A little over a year ago, I inquired about switching to one of your new promotional plans. The store representative offered to help and stated she was able to get it done. A week later, the remaining balances for all of my devices were automatically drafted from my checking account. This included three phones and two Apple Watches, resulting in an unexpected hit of a couple thousand dollars that I was not prepared for, especially as my son was just starting college.

Additionally, we attempted to take advantage of the "trade any iPhone in and get an iPhone 17 on us" promotion since our devices were paid off. We upgraded our son's phone first and sent his old device back. About two weeks later, the old phone was returned to us because the "Find My" feature had not been turned off. We deactivated it and sent it back immediately, but we were still charged $1,200.

When upgrading our remaining two phones, we did not receive the necessary email with a return label. I went into the store, where I was told the printer was broken and asked to return in a few days. I had to return three more times before the printer was functioning. Although they finally printed the labels and we sent the phones back, the returns were rejected for being outside the allowed time frame due to the label delay. As a result, we were charged another $2,400. Instead of our standard $110 monthly bill, we are now facing a $480 monthly cell bill, which is causing significant financial strain.

Most recently, I cracked my front screen. I carry your Assurance coverage, which is a great service, and I inquired at the store if a loaner phone was available while mine was being repaired. The representative informed me he had an inexpensive phone he could activate for me, assuring me that I could return it afterward and it would be removed from my line. I used the device for a single day and made fewer than ten calls, but I was ultimately told it could not be returned, resulting in another $580 charge.

Finally, we recently moved and I visited the store to request a simple address transfer for my internet and phone services. While processing the request, a representative offered to upgrade my internet speed to 1.2 GIG by adding another line, promising there would be no charge for it. During this process, another employee stepped in to confirm the move and noticed that the system had recorded the transfer from my current address back to my current address, noting that the account had been severely mixed up. I spent two hours in the store, and it subsequently took two days to get our service established at the new residence because it had been tied to the old address. I will note that your onsite technician was excellent and resolved the setup issues.

However, I am now seeing two separate $480 cell bills due just two weeks apart, which I assume is a result of the address mix-up.

As mentioned, I love the Xfinity brand and have had no issues until these recent events. I am unfortunately left with the impression that these promotions involve complex timelines and requirements that ultimately offset the advertised savings. Based on my recent time spent in your stores, it seems that improved staff training could alleviate many of these issues.

Thank you for taking the time to review my situation, and I look forward to hearing back from you regarding how we can resolve these billing errors.

Best regards,