Need support with Xfinity Mobile billing error

Hello,

I’m reaching out for assistance with an xfinity mobile billing error. It concerns order [Edited: Personal Information]

The background is that I made this order in July 2024, in response to a promotion that Xfinity offered me in the mobile app. After I made the order, it appeared that the promotion had not been applied. So I reached out, and after a great deal of time speaking with multiple Xfinity representatives over a period of several days, Xfinity customer service eventually told me that the promotion had been offered in error. I therefore canceled the service. Xfinity customer service assured me at that time that I would not be billed for this order.

At one point during my communication with Xfinity customer service, I asked that they make sure to create a record of our conversation. I was given the following reference id: [Edited: Personal Information]

I am now seeking resolution of this billing error, as quickly as possible. I expect Xfinity to close the account, with a zero balance, as I was assured would be done, back in July.

I would like to emphasize, again, that resolving this issue in July was very time consuming. I was upset by Xfinity’s error with regards to the promotion. And I was further upset by the difficulty I experienced in my communication with customer service. As I said, I spoke with multiple agents, over a period of several days. In general, agents were not well informed, and had trouble understanding my issue, and what I was asking for. Agents often redirected the conversation from what I was requesting, to make pitches about other Xfinity promotions.

Eventually, I was able to speak on the phone with an Xfinity representative named M.A. She was very professional, understood the problem, and communicated clearly. She apologized for Xfinity’s error, and assured me that I would not be billed.

As you can imagine, I was upset today, Sept 7,  to receive a billing email from Xfinity. So I contacted customer service via chat today in an effort to resolve this billing error. Again, the customer service agent was very difficult to communicate with. They were evasive, avoiding responding directly to the problem that I explained, and my request. They redirected the conversation to offering me promotions for Xfinity mobile, more than once, even after I explained that I was not interested, and that I was upset about this billing error. Eventually, I asked to be connected with a supervisor. They said that they would do that, but they did not. I waited for a long time, until it became apparent that they had left the chat.

In light of all the above—a very negative, and time-consuming, customer experience that I have had with Xfinity—I expect that Xfinity will now accept responsibility for the error and resolve it as quickly as possible.

With thanks,

AJB