U

Visitor

 • 

1 Message

Saturday, May 27th, 2023 10:23 PM

SERIOUS Discrepancy in Internet and Your Service Charges

Dear Comcast Customer Service,

I hope this letter finds you well. I am writing to address a significant issue regarding my internet service with Comcast. Despite being billed $80 per month for internet access, I have been unable to use since October of 2022, the service for the entire billing period. As a result, I have now received an invoice of $466, which includes charges for a service I never had access to.

I have been a loyal customer of Comcast, and I have always appreciated the reliability of your services. However, the current situation has left me extremely disappointed and frustrated, I was homeless back in October and purchased comcast when I was getting ready for my new patrment, however my new apartment BLOCKED comcast wifi so I was unable to even use my own provider.

I first encountered issues with my internet service on November 14th, when I realized that I was unable to connect to the internet. I immediately contacted Comcast customer support, and even FCC on my apartment complex for banning Comcast, after several troubleshooting attempts, it was determined that there was an issue with the physical connection or service provision in my area.

Despite multiple follow-up calls and assurances from your representatives, one of which lied to me and told me I could connect to my internet with I download the comcast hotspot app despite everything I told him and just ended the phone call INSTEAD OF JUST DEACTIVATING MY COMCAST SERVICE.

He reassured me the comcast app would fix my issue and would be resolved promptly, I have been left without internet access for the entire billing period. I had no internet in first 2 and 1/2 months of my apartment stay, its disheartening because my job depended on the internet. I almost lost the roof over my head and now comcast is sending me an email saying they are going to take this $466 to a collection agency?? It is disheartening to have been charged $80 per month without receiving the service I was promised. PLEASE look in your system I haven't even connected to the internet not even ONCE and you guys are charging me for money I don't even have.

My apartment complex had the Business Comcast Wifi turned on and gave me the password to it in February and that's when I was FINALLY able to work again. What really sucks is I already paid you guys $250 WHILE I was in the previous homeless shelter and still unable to even use your service between May to August. 

Comcast STILL has my old address I left in May 1st on file so I was NEVER able to change it even when I moved into this new apartment. 

I kindly request that you thoroughly investigate this matter and rectify the situation by adjusting my bill accordingly. I 'PROMISE' you I have NOT received any actual help AT ALL, I haven't even used the flex box that came with the internet? no device has been used since I entered the shelter back in may 2022. I'm literally paying for nothing, give you guys money for absolutely NOTHING!! It is only fair that I am not charged for the period during which I was unable to use the internet service I have called and let customer service know my situation and they ALL gave me different answers to this situation. 


I value the services provided by Comcast, and I hope that we can find a resolution to this issue in a timely manner. If necessary, I am willing to provide any additional documentation or information to support my claim.

I appreciate your attention to this matter and look forward to a prompt resolution. Please respond to this letter before the 1st of June to address the concerns raised. Thank you for your understanding and cooperation.

Sincerely,

[edit][personal information]

Problem Solver

 • 

743 Messages

4 months ago

Hello @user_f323cf! Thank you for reaching out on our community forum. I hate to hear of trouble you've experience, and we're happy to help.

Could you please send us a direct message with your first and last name and your full address?

• 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

forum icon

New to the Community?

Start Here