Time and patience not compensated but yet valued….how? 7AM to 11PM no resolution or fix. Does Xfinity have compassion for their customers?

I’m going to try and make this brief…

Xfinity has been my source for services ever since I can remember. Now to sum up and begin, just this past January I took on to become my grandmothers care taker. In doing so I’ve ended where I am today which is…

- Lost Grandfathered Contract (Increased Bill)

- Improper Guidance to add service

- Overpay on mobile (partial comp started)

- Inability to use equipment

- Missed days from employment (tech visits)

- Anxiety of needing help but discouraged

- Charged numerous reconnection fees

- Services cancelled: for non-payment (line 1)

- Xfinity Mobile Misguidance 

- Very Poor Customer Support Treatment 

….and that’s just to begin with what I can think of without wasting more time “complaining” January of this year I contacted customer support to join my grandmothers account (which was set up and paid by me) so that I wouldn’t have to provide her information constantly for verification. I was told that wasn’t possible and that I would need to start an account or add my name because there is no such things as changing ownership/management on accounts only adding. So with the agent having said that of course I’m compliant and follow her guidance and direction. So now here we are January 2023 SAME ADDRESS SAME RESIDENCE SAME SERVICES….but now here comes February and I’m returning from business to find out the my account is in collections but I’m thinking that’s not possible i just paid $600 for an apparent issue? That’s when I found out that new service was started and I was told no problem sir we will fix this……

The agent agreed in price increase and said….

Well first off you need self protection because that’s only $10 (which I learned yesterday doesn’t include coverage for everything I just purchased) then two you need 1200mbps since you have so many cameras and you want good speed. So starting there you’ll be back to normal. Okay cool….but not after my security system not working since January, I’m being charged more for less on home services. I’m being charged now from January, *Mobile Service Only Pricing* for grandma. Then while waiting for help and assistance after numerous attempts 1st service call….tech can come out a month from now….(sorry I can’t help you) Next tech comes out 2 months from then again. (I can’t help you) like off the record I miss when Comcast was simple and had few departments but now…..there’s 45,000 different departments it seems and they don’t realize how now your customers are being spun around in this inconsistent system of already stressful hot and cold transferring but like nothing is more frustrating then….oh no that’s this department let me transfer you *CLICK* oh sir actually that this department I don’t know why they sent you here *CLICK* yeah umm you might wannna try this department *CLICK* just to end up right back where i started. I really don’t understand how that’s valued time. Like when I set up my grandmothers X-Mobile account it was with and 8 plus for $15 a month so I paid her bill there and kept my with Verizon. Even though I’ve had to pay bills with data overages up to $200 I never once asked for a credit. I took responsibility tried my best to teach grandma how to know when she’s connected to WiFi and boom. I’m thinking how hard could this be given we have a hotspot affiliation at our address plus home WiFi plus the thousands of WiFi everywhere you go just about but I couldn’t figure out why her phone wouldn’t stay on WiFi so respectful I went to Apple to troubleshoot because again $15 expectations then auto pay deductions in the hundreds is a lot to swallow but she’s elderly and I set her up with the service so I’m trying. Now here I am, November on Disability as of August with an $1,000 xfinity bill of which after finding out a few days ago I was owed credit was issued credit on both sides totaling together $410 plus the $290 I paid to Mobile so we’re talking $700 total to spread. Not to mention what I begged today to give which $200 left to my name so $900 we are at and my bill was only overdue total of $799 but because it doesn’t work like that I’m stressed waking up to a $1000 bill this morning with all fees and stuff posted and they have a technician coming out to fix my home security system which is connected to a touch pad that was sent to collections under my grandmas name but I was told I need to pay $1000 before tonight or service will be terminated and no tech will come. Now the fact that I was on the phone yesterday from 7am to 11pm * consecutively* to sort this out and still no fix’s after this morning 3 hours and now I’m waiting for a call back to be told there’s nothing they can do and I should have paid my bill on time but yet I’m being done all this inconvenience lost out on services and money and spoken to very disrespectfully…*Hopefully these calls can all be reviewed* and all I want is help. All I want is Xfinity to do is back up the *you are a valued customer* because before we talk about what I’m owed I’ve asked for nothing but time and patience they same way they ask me but yet I pay them? Then I find out from the store rep that I’m actually owed money. Like come on here same address same residence more money??? Corporate can’t have that be the appreciation that they’re talking about? I need help!! I’ve been on the phone since Friday here we are Monday I’m tired I’m stressed out my other bills are due a long with grandmas but I can be done wrong and not compensated or given time while waiting for payment from the state for my delayed disability that is coming finally this Friday im four days after I had to wait 4 months and being a customer for yearsssssss on top of being done a huge disservice….Xfinity can’t wait 4 days for money I technically dont owe since above calculations show i would be up to date adding my credit together with money xfinity as a company owe me? I only ask because im being sent a technician to fix my issue im having that xfinity caused but yet they are threatening to shut off my service which cancels the tech they’re send out to fix their mess? Yeah Anxiety and depression are high right now and to think all I was trying to do was become my grandmothers care taker in January. Xfinity this can’t be right nor fair.