1 Message
Complains
Today at 1:30 PM, I went to the store and spoke with a girl there about canceling my Xfinity service and starting a new one because my bills have been inconsistent and overly expensive each month. She told me that I needed to bring back the equipment I currently have at home first. I explained that I wanted to start the new service and return the equipment afterward, but she insisted that I bring it first. She was extremely rude and dismissive, making me feel belittled.
I’ve also noticed that many times when I come to this location, the staff—often are either unhelpful or outright rude. Their attitude makes me feel like I want to disappear when they talk to me. I’ve even felt discriminated against, especially because of my limited English. On one occasion, someone even told me to "go away," which was incredibly hurtful. This location is in assembly Row Somerville, Massachusetts
XfinityThomasB
Official Employee
•
1.9K Messages
1 month ago
Greetings user_iqulcs
Thank you very much for reaching out. We never want you to have a bad experience in one of our retail stores. The store was actually accurate that you would need to bring back the equipment. You are not able to disconnect the services, and then restart the service without a lapse of 90 days between your disconnection and reconnection of service. All the hardware would need to be brought back to complete the disconnection of the existing services. We do want to make sure we loop in the local leadership regarding your feelings and the interaction in general.
Although the delivery of this information was not the desired interaction we aim for, the specifics regarding needing to return equipment was accurate. And overall, the other portion of that being you would need to have the services disconnected for a minimum of 3 months (90 days) for our systems to view the connection as a new customer.
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