How do I lodge a formal complaint

We have been Xfinity customers for over 20 years (we are "Diamond" status--what ever that means). We have been back and forth with Xfinity since August 1. I have recently retired and began with reducing our monthly cost. We originally were paying around $250 a month for services. We were told our services would be reduced to $211 a month--a modest savings. Our next bill was $345. We spent more time (4+ hours and 3 different agents) trying to rectify that situation. We finally got an agreement of $192 and were promised Disney+ (including Hulu and ESPN). We actually were able to access Hulu a week+ ago. I just spent another 2 hours on line with 2 agents and a supervisor and were told we don't have Disney+ and Hulu (yet my husband is on ESPN as I type this).

Xfinity and customer service do not align. In our area, Xfinity is pretty much an "only choice" and boy, do they use that to their advantage.

I cannot fault the agents... they are only doing what they need to to keep their jobs and provide for their needs.

I have tons of screenshots and transcripts of the promises made to us.

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user_b5hcge

Visitor

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4 Messages

2 days ago

And honestly, we are not expecting any response from this post from anyone at Xfinity

EG

Expert

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113.9K Messages

7 hours ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

user_b5hcge

Visitor

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4 Messages

Thank you for getting back to us. When you called, I was in the middle of an important appointment. I do have to say that I am not expecting any follow-up to what I am about to share. I DO want to have documentation of this issue in case it is needed.

We are currently researching alternatives to Xfinity for our home internet/TV/Streaming options. After 20+ years as customers of Xfinity, we are disappointed in the lack of attention to services we have requested.

Early August of 2025, I contacted Xfinity to alter our plan, as I have recently retired and John retired in 2012. Because we are retired, our income sources have changed and we wanted to save money on our plan. We were paying for services and devices we no longer needed or used. We had turned in our second TV box 8 or 9 years ago and that cost was never removed. We even set up auto-pay to save an additional $10 per month.

In September of 2025, not only were we charged our standard bill of approximately $250, the auto pay deducted $345--and the changes we thought we had made were still on our bill. I contacted Xfinity and was told we could have a new 'deal' if we accepted a 'free' iPad (with one year of service at $40 per month) and/or signed up for 'free' mobile service that would be charged after a 12 month period.

I told the agent we didn't want either of the 'offers' and that we only wanted internet, TV (with Disney+ and Hulu and ESPN bundle). We were then passed on to other agents. I asked to speak to a supervisor and after relating our issue once again (by this time it had been the 4th or 5th time of going through the details), that call was dropped with no follow-up contact. I was 6+ hours into an issue that should have taken one agent and 30 minutes to resolve.

A day later, I was able to speak to an agent (supervisor) and she said she could work with me (another hour+ on the phone). She found services that included what we wanted and dropping what we didn't want or need (iPads and such). When asked about the $345 charge, I was told that the funds could not be recovered, but that the 'overage' would be applied to our next bill, which would then make that bill approximately $27.

I now find we do not have the services we requested, we are still 'out' the money that was overcharged through auto pay, AND I cannot access the details of our account! I have tried for two days and get a 'bad request' or 20+ minutes of 'this is taking longer than we expected' messages.

Again, not expecting a reply.

Thank you

[Edited: removed personal information]

(edited)

2 hours ago

XfinityThomasA

Official Employee

•

2.9K Messages

Thank you for your feedback and for reaching out to us here for help. user_b5hcge. Congradulations on your retirment. Our team can help with all things Xfinity right here. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

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1 hour ago

XfinityGabriel

Official Employee

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2.7K Messages

6 hours ago

user_b5hcge, Hi there! Thanks for taking the time out of your day to reach out. As a paying consumer myself, I can understand the importance of paying for service and receiving exceptional service in return. We appreciate you greatly for your time and 20 years of loyalty. I am sorry to learn about this experience. You've reached the right expert team over social media. We will do everything within our power to rectify this. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

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How do I lodge a formal complaint

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