Poor customer service

I am writing to formally complain about the continued billing issues, broken promises, and extremely poor customer service I have experienced with Xfinity Mobile and Xfinity Internet. At this point, my patience is completely exhausted.

First issue: Internet service failure and neglect
When our router stopped working, we were without internet service for two full weeks. During that time, I spent multiple calls lasting over an hour each trying to get this resolved. Your representatives repeatedly failed to take action. Appointments were scheduled multiple times, and no technician ever showed up. It was only after I explicitly stated that I was considering switching to another provider that Xfinity suddenly treated the issue as a “priority” and finally sent someone out. This should never require a threat of cancellation to receive basic service.

Second issue: Xfinity Mobile overbilling for nearly two years
I am even more upset about the Xfinity Mobile situation. When I replaced my phone, I was very clear that I wanted to keep my existing phone number. I was explicitly told by your representative that I would not be charged for a new phone line. That was false.

I later discovered that I had been overcharged for nearly two years for an additional phone line that I never requested and never knowingly authorized. The only reason this benefited Xfinity is because I was unaware of the error—an error that originated from your side.

When I contacted customer service about this, I was told Xfinity would only reimburse $150, claiming the issue had been going on “too long.” That amount does not even come close to what I was overcharged, but I reluctantly accepted it with the clear understanding that the $150 credit would be applied to my current billing cycle.

That did not happen.
Instead, I was charged the full amount again.

This feels deceptive and dishonest. Promising a credit and then failing to apply it is unacceptable. At this point, it appears Xfinity is either grossly incompetent or intentionally benefiting from billing errors at the customer’s expense.

I am extremely disappointed that I ever left T-Mobile, where I was a customer for nine years without a single issue like this. Xfinity has been nothing but stress, wasted time, and unresolved problems.