Non transparency

Hi,

I noticed on my bill there is a $100 fee for Failed HSD SIK. I’m going to need you to remove that. Neither the technician Isaiah at the Xfinity store (2424 Louisiana blvd NE ABQ NM) NOR the customer service person I spoke to after my 2 hours of failed attempts at connecting with your instructions provided, told me about this charge. I value transparency and I find it highly unprofessional to charge people under their nose for a service you should be providing as a courtesy for your failed support. It has nothing to do with my following the directions, which your customer service phone agent even acknowledged and apologized for. If it is not removed from my bill, I will gladly switch back to t-mobile for both phone service and internet. I see a slew of reports online of people saying they have experienced the same thing and this is a shameful business practice that takes advantage of your customers. You had two different employees say NOTHING about the up-charge. Both in person and over the phone. This is not my issue and I refuse to pay it.

I just lost my mom, she was the main account holder and I decided to become the main account holder and stay with you guys. I barely have enough money to survive right now since I have been caring for my mother with stage 4 cancer. How shameful for a company to know this (because I told BOTH agents about this and can provide a death certificate) and charge me under the nose. Nope. Not happening.

Again, if it is not removed from my bill, then cancel my account. I’m not going to give my business to a company this is not transparent with its customers and charges customers for a service that should be a courtesy since the customer did everything instructed and retried and retried and retried for 2 hours! Absolutely ridiculous.