2 Messages
An Open Letter to Tom Karinshak
Hi Tom,
I am regretful to write how unbelievably frustrated I am with the service at Xfinity. I have spoken with your team multiple times about a refund that I should have received - every time I have been promised my money back, and every time I have been lied to. Not a single person I spoke to was able to provide anything in writing that stated the promise for a refund they were making - a strange business practice that I do not believe any reputable company would abide by. If you are processing a refund, there should be a confirmation email stating the amount to be processed, and the timeline when it should be received.
To provide some context - I cancelled my service at the end of my contract, returned my equipment on time, and was assured by the in-person staff and the representative on the phone that there was nothing left on my end to do, I had fulfilled my end of the agreement and I would no longer receive any additional bills from Xfinity. I made sure to ask these questions upon the completion of my contract, and was told my everyone I spoke with that I would not be charged. This was at the end of March.
Sure enough, on April 23rd I was charged $92.22 as if my service had never ended. (And this is over $20 more than I had been paying in previous months.) I have reached out to customer support at least 4 times, escalated and spoke on the phone to 'management' twice, and, after providing negative feedback on a text message survey, even received an email from [Edited: "Personal Information"] - who supposedly wanted to talk with me about my negative experience. This was encouraging at first - I thought someone had interest in helping me. I appreciated the email in my inbox from a real person! This person asked when I was available to talk, and I provided 2 wide windows that I was available. Unfortunately this person never did call and has been unresponsive to follow up emails. Hugely disappointing.
The $92.22 I was charged is unauthorized and the difficulty I am having in getting this returned to me feels illegal. I had been a loyal customer for 5+ years, never once missed a payment, and the way I have been treated is upsetting. I hope this message doesn't land in an unmonitored inbox, but I have little faith.
Best,
Maddy
ccRuben
Retired Employee
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729 Messages
4 months ago
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user_fenbqg
1 Message
3 months ago
I feel you pain and frustration! I have approximately 12 hours invested in phone calls since last November that have rendered me nowhere! No follow up calls, then being transferred to whom I thought could rectify my problem to no avail. Spending over an hour and a couple of times two hours with a person who could not even handle my situation, but chose to try to appease me while Wasting my valuable time we have been a loyal customer of Comcast for almost 20 years and at this point I have given up! The companies motto is definitely not making the customer happy it’s just simply about taking their money. This is so unfortunate and unacceptable. I won’t even get into logistics of my situation, but I just wanted to comment because I believe Tom should have , a direct phone number to speak with customers, and perhaps he would show some compassion by hearing the suffering and time wasted trying to resolve THEIR Mistake.
I have never been one to comment or complain on any platform, but if time energy in the means or available, I would have pursued this. All I can say is shame on Comcast! There was no excuse for a company of this magnitude to operate in such a poor and unprofessional manner.
lastly as you mentioned, the likelihood of this landing in the right hands is highly unlikely. Thank you for sharing your story and know that you are not alone.
kind regards,
Jessica
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user_64d6a9
5 Messages
2 months ago
I have spoken with several reps and spent countless hours trying to rectify the issue. During this time I have been quoted several different prices. I woke up with my internet disconnected. The same day my account was charged. I didn't request the disconnect. I had just signed up for a twelve month contract of 1000mbps for $65.00. All I'm asking is for Xfinity to honor my contract. Pull the call to prove everything. They already aee I was signed up under contract. But continues to try to give me something else at a higher price and/or less speed. Each time I ask for a manager. Each time I'm told to hold, and disconnected or transferred to another rep that offers another different price. I looked up Tom Kareinshak contact information. I plan to write him as well as corporate. This is not okay. Treating customers like this. As I'm writing this communication I have been waiting 13 minutes on a 33 minute call. Finally, got Paige. She kept saying she doesn't see notes for the disconnection and she can't offer me the same contract. I stated, this was not my fault. I would not sign up on a new contract and ask for a disconnect at the same time. I was asked to hold and hung on again. She did call me back. Doing the same, she keeps trying to charge more or cut my speed. She saying she can $85.00 for 1000mbps. Really
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