Visitor
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3 Messages
Xfinity has the worst ever customer experience and stole money from my pocket.
I have been talking with 6 different agents from Feb. to May. 2025 to address the exact same issue of getting $40 refund that has been mistakenly charged to me. Every time the agent promised me that he/she has already submitted a ticket for me, and I only need 2-3 business days to get the refund. However, it HAS NEVER happened. It was a total waste of time and effort, and the Xfinity support system seems to be completely broken. I would NEVER choose Xfinity again.
Evidence:
- I have all chat history transcript saved and every single time it was a promise to return me $40.
- I have Refund ticket on 3/9/2025: [Edited: "Personal Information"] (later I was told by another agent he could not find this number in the system) & Refund ticket on 5/3/2025: [Edited: "Personal Information"] (and [Edited: "Personal Information"])
What happended:
- On Feb. 2025 my internet charge doubled from $60 to $117 silently (without any notice). I talked with agent, and he told me that was due to my internet package is expired and he has already transferred me to another $75/month package, and will issue the overcharged $40 back to me.
- On Mar. 2025 I still see the same $117 billed to me. I talked with another agent, and he told me that he could not even find the reference number provided by the last agent. He submitted similar ticket again and promised me again.
- Again and again I have been talking to 6 agents and was told the refund is on the way. However, I have already moved out and the refund is still not back to me.
Never trust what agents have promised to you, and the customer support is completely broken here at Xfinity. If you are overcharged, do not expect the money be back to you.
XfinityEmilyB
Official Employee
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2.1K Messages
2 months ago
@user_cemhl9 Welcome to our community forum! Thank you for taking time out of your busy day to bring your experience to our attention. I would be reaching out as well if I was promised one thing and saw something else on the bill. I'd like the opportunity to review your billing details and find a fair resolution.
Please send a direct message 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. Include your name and address so I can find the account and help.
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user_cemhl9
Visitor
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3 Messages
2 months ago
I spend another hour chatting with the above support. Even with all reference numbers and chat transcript record with previous agents, still nothing happened. [Edited: "Solicitation"]
I have never been this angry and frustrated with any customer support. I have switched to use AT&T internet service and so far the experience is good.
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user_2pmo9g
Visitor
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2 Messages
7 hours ago
I’m a customer for years w Xfinity unfortunately when I got cancer I lost service bcuz I couldn’t pay and got Now internet it’s the prepaid service they have now, well on July 3rd I made my payment for $45 and turn autopay on! By July 5th around 11pm the system paused my service and turn autopay off and now I don’t have internet bcuz the service it’s paused for some reason smh, today it’s Wednesday a technician came home checked everything and everything it’s fine on my end, I told them the system did something and paused my services they just need to unpause it well still this day nobody can’t help me w the situation not even trying to give me my refund back for the service I paid on July 3rd, been in the chat talking to the agents I even have multiple tickets that they did to escalate the situation but still nothing, I even try to turn autopay on but it’s asking me to pay $45 again to turn autopay on, I been telling yall it’s an error from yall system but still nothing, [Edited: "Personal Information"] building number, please anyone can help me with this issue??? I need my services back on service I paid for already which payment it’s clearly posted on my history so payment it’s there.. I received an email Saturday July 5th saying my service was paused bcuz they couldn’t charge my payment on the card ending on [Edited: "Personal Information"] card I don’t recognize, but I did my payment on July 3rd w card ending on [Edited: "Personal Information"] so I don’t understand why they trying to charge me again for a service I already pay, I have followed every steps they told me to do but nothing yall keep giving me the runaround and that’s not okay it’s very frustrating, overwhelmed dealing w a situation that nobody can’t help me w but this it’s yall system smh
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