A nightmare with customer service/support today

A cautionary tale.

I've been a customer nearly 30 years. I have Internet, WiFi, and Cable. I pay a lot for those services.

My monthly bill went up enormously this month and I started a support chat to find out my options.

The chat person (name of Saloni) asked me some questions. I told them what channels I must have. I told them how many devices I connect to my WiFi. They said I could use the Choice TV Bundle option (and gave me a link to look at -- which turned out to provide misleading information) to confirm my channels were there, which I did. The Choice TV bundle (again the support agent claimed and confirmed multiple times) had all my desired channels that I had listed BUT BUT BUT I need to buy a mobile phone (a Samsung Galaxy) that I do not need (I am an Apple customer and have a phone; I don't need another phone and don't want one).

They said with the new phone I'd save so much on this Choice TV bundle that it'd be worth having the new device.

So I agreed. Stupidly I agreed. After going through this and waiting an hour for the plan to update on my TVs, I then started looking more closely at the bundle and it was all wrong. Even though on the link they gave me (which turned out to be a generic channel lineup and not at all the "bundle" I'd agreed to: https://www.xfinity.com/support/local-channel-lineup/) showed those channels, it was WRONG.

I was horrified and felt like I'd been scammed. I'd been pressured to buy a phone I did not want and misled about the "bundle" I was getting. I had been misled.

So I got on another chat and explained what had happened. I changed the bundle so I will have most of the channels I want, and I will save a little money.

I asked to return the phone and the support person I'd been working with said they could not do that and that I had to call the Dedicated Tier 3 Mobile Team (1-888-936-4968) to cancel the phone.

BUT THE DEDICATED MOBILE TEAM CAN'T CANCEL IT EITHER. This call to the mobile team was made within 60 minutes at most of making the *bad* order with the misleading support person.

This is just a mess. So after 20 minutes with Tier II I am told to refuse the phone when it comes. Really? I am told to wait and hopefully the cost of the phone will be refunded. That is so unacceptable. Why the heck can't they cancel this order for a phone? It's ridiculous.

This honestly feels like a scam. I was misled and pressured into getting a phone I did not need and want. And within a few minutes I could not stop this order. Even Amazon is better than that.

What a mess. I am so discouraged. I have been a loyal customer for a long time but maybe this is the straw that breaks the camel's back. Most of my watching can be done via streaming. I don't need Xfinity or Comcast any more. I just got used to being a loyal customer.

I am really unhappy.

Responses

XfinityAmandaB

Official Employee

•

2.2K Messages

2 months ago

user_m1jddz Thank you so much for your post about your recent experience with getting a new promotion. That does sound like a frustrating encounter and I am glad you were able to get the promotion portion taken care of. As for the order for the phone, we have a very short window of time where we can cancel an order to stop it from shipping. After that window, there is no way on our end to recall the order. I know this can seem like an odd process, but declining the order when it arrives is the correct process. Once returned to us, this will automatically refund anything you paid for the device. We would be happy to help make sure that is all taken care of for you smoothly if you would like. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

user_m1jddz

22 Messages

@XfinityAmandaB hello. thank you for the kind response.

i have initiated a contact via Twitter DM with the team and just returned the time sensitive code confirming my identity.

BUT i can do it here as well. i don't want to make extra work for you or your team.

i understand that your window was too brief to interrupt the shipping of the phone.

apparently it requires a signature so i'll just refuse it either by not being here or literally telling the delivery person.

is that what needs to be done?

i'll send the DM now.

2 months ago

user_m1jddz

22 Messages

Hello. I have refused Delivery of this and wonder will I be refunded what I paid for it? I would hope so.

2 months ago

user_m1jddz

22 Messages

@XfinityAmandaB I can't find the "chat" Icon! I don't know where it is.

I was able to refuse acceptance of the unwanted phone that I was sold as part of this horrible experience. Will I be refunded?

2 months ago

XfinityDena

Official Employee

•

3.2K Messages

@user_m1jddz Did you use the link: https://www.xfinity.com/support/articles/returns-and-exchanges to show how to return the phone you no longer wanted?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 months ago

user_m1jddz

22 Messages

@XfinityDena I was told to REFUSE DELIVERY of the phone. I waited and watched and told the person who attempted to deliver it that I refused it. On the tracking manifest it displays that it was refused.

WHAT MORE CAN I DO TO FIX THIS?

Xfinity is totally messing up with this. I was forced to buy this phone and line by being misled. See the initial post.

2 months ago

user_m1jddz

22 Messages

2 months ago

The nightmare continues.

I have spent hours and hours being promised by various people including someone at Tier 3 of the Mobile Group Support Staff to deal with this mess. I refused delivery of the phone as per the advice from Tier 3.

I still have a contract for a line that repeatedly I have been told will be canceled. I am being charged for that line. I was charged for the phone.

I have not receive any refunds as I was promised.

The "support" people I chat with are basically misleading me at best, lying to me at worse. They all say "I will fix this. Do not worry." but they do not.

I am really distraught.

I don't want the mobile service. Please make it stop.l

Again

Expert

•

31.5K Messages

@user_m1jddz did you send the direct message as requested? You said you couldn't find the icon.

It's in the upper right corner of the forums.xfinity.com/ webpage.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

2 months ago

Customer Service

user_m1jddz

A nightmare with customer service/support today

XfinityAmandaB

user_m1jddz

user_m1jddz

user_m1jddz

XfinityDena

user_m1jddz

user_m1jddz

Again

New to the Community?