Account

I have been an Xfinity customer for approximately eight years. Prior to that, Xfinity was the service provider used by my parents for much of my childhood.

Despite changes in my financial situation and repeated recommendations to switch to lower-cost providers, I have remained with Xfinity due to the reliability of the service and my preference to remain loyal to a company that has generally met my needs. However, this does not negate the ongoing issues I have experienced with customer service.

Over the years, I have interacted with multiple representatives who provided inaccurate, incomplete, or misleading information. In several instances, I was promised outcomes that were not honored or were later found to include undisclosed terms. One such instance involved being enrolled in an Xfinity Mobile plan under the premise of lowering my bill. I repeatedly stated that I already had a separate mobile provider and did not want an additional mobile line. Despite this, a mobile plan was opened in my name in order to receive a “free” iPad, resulting in an added monthly charge that I did not need or request.

I am a single parent of two children, I work in healthcare, and I manage all household expenses independently. I have consistently made efforts to maintain my account through installment plans and payment extensions when needed. However, the total balance on my account remains exceptionally high, and I find that there are limited hardship options available compared to other providers.

This week, two separate issues occurred that significantly worsened my financial situation.

On Tuesday, December 9th, I spoke with a representative and agreed to a payment arrangement to split the outstanding balance, with payments scheduled for December 21st and January 2nd. Despite this agreement, my services were suspended.

After being blocked from chatting with a representative online, I was required to call and speak with a representative by phone. I was advised that a one-time payment arrangement could be made for Friday, with half of the balance due, on the condition that my bank account information be used for payment processing. Although I expressed discomfort providing this information over the phone, this was presented as the only option. Based on this agreement, my services were restored.

Shortly thereafter, I received an email stating, “Thank you for your payment,” indicating that a payment had been scheduled for the same day rather than the agreed-upon Friday. This created an immediate risk of overdraft or returned payment and placed my account at risk of another service interruption.

This sequence of events reflects a lack of accuracy and reliability in account handling. The timing of this issue, particularly during the holiday season, further compounded the impact. This is not consistent with reasonable customer service standards, nor does it reflect appropriate treatment of long-standing customers.

As a result, I have explored alternative providers offering comparable or improved service at a lower cost. While I had preferred to remain with Xfinity, the circumstances described above have left me with limited options and to consider terminating my account.