Xfinity Cheated Me With False Promises and Fraudulent Billing

A few months ago, I encountered an issue with my internet connection and contacted an Xfinity agent via chat. During the conversation, the agent informed me about an iPad offer that required only a one-time payment of fees and taxes, with no additional monthly charges. I repeatedly confirmed with the agent that there would be no extra costs, and they assured me of the same.
However, after receiving the iPad, I was billed $66. I immediately contacted customer service, and after several frustrating interactions with different agents, one agent finally confirmed that I would receive a refund. In hindsight, it seemed like they merely wanted to close the return window without resolving the issue. Unfortunately, no refund was issued, and the following month, I was charged an additional $39. Once again, I contacted Xfinity support, but I was given the runaround, with internet service agents blaming mobile service agents and vice versa.
Despite selling mobile products during an internet service issue, no one took ownership of the problem. Agents frequently provided fake ticket numbers and avoided addressing the issue. Frustrated, I requested to disconnect all my Xfinity services, providing full details of the ordeal. Shortly afterward, I received calls from Xfinity promising action against the agent who had misled me. They even admitted that the agent had acted dishonestly based on the chat records. After disconnection, I was informed I would receive an email with return instructions for the iPad. However, even after waiting for over an hour on the phone, no email was sent, with the excuse being “system issues.”
In the third month, I was charged $95 for a mobile service I had already disconnected. When I called to address this, I was redirected to chat, where the same cycle of explaining my issue to multiple agents began. One agent assured me that I could return the iPad at an Xfinity store with a ticket they provided. Yet, when I visited the store, I was rudely informed that they could not process the return since the item was ordered online. The staff displayed shockingly poor behavior, stating they were only sales personnel and didn’t care about customers.
I called the Xfinity mobile team again, waited 30 minutes to connect, and was told no ticket had been created. An agent shockingly admitted that such deceptive practices are common among Xfinity representatives. They acknowledged that the situation constituted fraud but insisted the return window had closed, leaving me without options. After being transferred yet again, the new agent struggled to access my account despite having all necessary information, further wasting my time.
This experience has been exhausting and deeply frustrating. Xfinity’s customer service is abysmal, with agents seemingly trained to mislead customers to avoid resolving issues. Despite disputing the charges with my card issuer, Xfinity continues to bill me unjustly.
I need immediate resolution to this matter. Where can I escalate this issue or file a formal complaint? Your service has left me with no choice but to question your company’s integrity and practices.