Visitor
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2 Messages
The WORST COSTUMER SERVICE EXPERIENCE
Dear Vice President of Customer Service,
I am writing to urgently escalate what has become a months‑long, exhausting, and deeply frustrating ordeal with Xfinity Mobile. My experience since October has been nothing short of horrific, and at this point I am pleading for senior‑level intervention. Today I called to follow up after I was promised that someone would reach out to me regarding billing concerns and technical concerns that I spent two hours on the phone with a rep approximately two weeks ago. No one had reached out to me and the rep I spoke to today said the tickets had been closed and could not explain any resolution.
The only reason I switched from T‑Mobile to Xfinity Mobile was because, during a visit to return routers I had been paying for unnecessarily for years, your in‑store representative convinced me to switch. I was promised four mobile lines for the price of three. That promise is the foundation of this entire situation — and it has been broken repeatedly.
It took three months just to port one of the phone lines. I spent countless hours on the phone with both T‑Mobile and Xfinity trying to help your teams complete a process that should have taken minutes. Now, in May, my bill is nearly identical to what I paid at T‑Mobile. I was told my bill would be around $160. Instead, I am paying $233.
To make matters worse, the customer service I received today was the most disrespectful I have ever encountered. The supervisor, Maya (ID [Edited: "Personal Information"]), repeatedly spoke to me in a condescending tone. She told me "for the 10th time" that I was not eligible for the promotion I was promised — despite the fact that I have it in writing from the manager who set up my account. She dismissed my documentation, ignored the history of this issue, and showed no regard for the hours I have spent trying to resolve something that should never have happened. During all the months that I have been speaking with people, no one wants, said that I was not eligible for the promotion. I felt like she was trying to find a way out and was standing by this, and I am infuriated.
I am writing to urgently escalate what has become a months‑long, exhausting, and deeply frustrating ordeal with Xfinity Mobile. My experience since October has been nothing short of horrific, and at this point I am pleading for senior‑level intervention. Today I called to follow up after I was promised that someone would reach out to me regarding billing concerns and technical concerns that I spent two hours on the phone with a rep approximately two weeks ago. No one had reached out to me and the rep I spoke to today said the tickets had been closed and could not explain any resolution.
The only reason I switched from T‑Mobile to Xfinity Mobile was because, during a visit to return routers I had been paying for unnecessarily for years, your in‑store representative convinced me to switch. I was promised four mobile lines for the price of three. That promise is the foundation of this entire situation — and it has been broken repeatedly.
It took three months just to port one of the phone lines. I spent countless hours on the phone with both T‑Mobile and Xfinity trying to help your teams complete a process that should have taken minutes. Now, in May, my bill is nearly identical to what I paid at T‑Mobile. I was told my bill would be around $160. Instead, I am paying $233.
To make matters worse, the customer service I received today was the most disrespectful I have ever encountered. The supervisor, Maya (ID [Edited: "Personal Information"]), repeatedly spoke to me in a condescending tone. She told me "for the 10th time" that I was not eligible for the promotion I was promised — despite the fact that I have it in writing from the manager who set up my account. She dismissed my documentation, ignored the history of this issue, and showed no regard for the hours I have spent trying to resolve something that should never have happened. During all the months that I have been speaking with people, no one wants, said that I was not eligible for the promotion. I felt like she was trying to find a way out and was standing by this, and I am infuriated.
What I experienced was not customer service. It was dismissive, rude, and completely unacceptable. She refused to allow me to speak to anyone else and taunted me when I mentioned that I would be reaching out to senior leadership.
On top of all this, the service itself barely works. Our phones drop calls. Our internet is intermittent to the point where I cannot even open links sent to me by your own agents. I have never once been able to use my hotspot successfully. I have been calling in almost every month since October because nothing works the way it should.
This situation has caused unnecessary stress, wasted time, and ongoing financial impact. All I want is what was promised to me — the four‑for‑three promotion I agreed to in writing, functional service, and respectful treatment when I call for help.
I am asking for immediate review and resolution of:
- The original promotional agreement for four lines at the price of three
- The incorrect billing that has persisted for months
- The ongoing service issues with both mobile and internet
- The conduct of Supervisor Maya (ID [Edited: "Personal Information"])
I am requesting a direct response from your office. At this point, I need someone with authority to step in and correct what has gone wrong for nearly eight months.
Sincerely,
Jacqueline [Edited: "Personal Information"]
JKP, MBA
[Edited: "Personal Information"]
XfinityFrank
Official Employee
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2.3K Messages
1 hour ago
Hi there, @Jkpmba. Thanks for reaching out to us here on the Community Forum and sorry to hear about the poor experience with your service and trying to get assistance. We would be more than happy to work with you on a resolution that is fair and makes sense. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.
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