Monthly Billing Frustration

Dear Xfinity Customer Support,

I am writing to express my deep frustration with the ongoing billing issues I have experienced since moving to Xfinity about four months ago. From the very beginning, the service has been problematic, and my patience is running thin.

When my family joined Xfinity, my wife, my son, and I all traded in our phones under the promotional offer. My son and I had no issues with our trade-in credits, but my wife’s experience has been completely different.

First, her phone could not be activated, requiring multiple lengthy calls with your support team. It took an entire week before her phone was finally activated. Then, when our first bill arrived, I noticed that her trade-in promotion had not been applied, making it appear as though she had simply handed over her phone with no benefit. After another series of calls over several days, the issue was temporarily fixed.

Unfortunately, the same problem repeated with the following bill. When we contacted customer service again, the representative informed us that we would need to call every single month for the next two years in order to have the trade-in credit applied. This is completely unacceptable and unreasonable. To make matters worse, we have even been charged fees for these support calls, which adds insult to injury.

This situation has been extremely disappointing. I signed up for Xfinity expecting reliable service and transparent billing, but so far, my experience has been the opposite. Unless this matter is permanently resolved, I cannot see myself recommending Xfinity to anyone.

I expect immediate action to ensure that the trade-in promotion for my wife’s phone is applied correctly moving forward, without the need for repeated monthly calls, and that any incorrect charges are refunded.