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I have been a loyal customer with xfinity for over 5 years. Love xfinity, never have an issue. For the past 3 days I have been getting the run around about getting my service restored. My bill was high, I was on a payment plan, I could not pay and asked for an extension. I was told if I made a payment I could get it restored. Paid $100 and was told wait 1 hour. Never came back on. Called back and was told bill still high and if I can pay more. Pay another $100 and was told give it 4 hours. Still no service. The next day called and was told that a request was made for it to be restored but it wasn’t a garuntee and that it was rejected. Agent told me bill was still high. I paid another $100 and once again was told it should be restored. It took for me to talk to 20 other agents before someone finally told me that they cannot restore it and put me on another payment plan. I feel like I have been lied to and getting the run around just to leave a good survey. I understand bill was high and payment arrangements was missed but something should be done for being lied to and told service was being restored

Hello @Carky313, thank you for taking the time to leave a post. You’ve reached our Specialized Corporate Digital Care Team, and we’re absolutely here to help with your complaint. I reviewed your comment, and I want to start by sincerely thanking you for being a loyal Xfinity customer for over 5 years. We truly value you. I’m very sorry for everything you’ve experienced over the past few days. You’ve shown a great deal of patience, and you deserved clear communication and real support, not the runaround you described. I completely understand how upsetting and discouraging this must feel, especially after being told multiple times that your service would be restored and making several payments based on that information. What you went through is not the experience we want for any of our customers, and you shouldn’t have had to deal with that level of frustration. 

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, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I have a serious problem. I’ve been a loyal customer for 30 years. My phone was cut off to find out my bill was 1800 plus dollars , I had to pay 800 before anyone would talk to me I paid the $800 and was able to talk to someone to find out that somehow my service was switched to megabytes and not unlimited. I’ve always had unlimited. They promised they will give me my $800 back and they would take the charge off. It’s been three months and I still have the same problem. I just paid $112 for my phone service and then after that my big bill for $1200 pops up I am looking for a refund which was promised of my $800. They told me to look in the mail for my $800 never received it. It’s been three months and I’m still having the same problem. They’re getting ready to cut my service off again. I lost one of my phones, but I cannot get anything done until they say I pay the 1200 I call some people and they say that I owe 1200 then I called back and and people say that they will refund my money. Somehow my account was twisted up. I’ve been a loyal faithful customer I please I need someone to get this straight now I need my money refunded back to me. I need that $1200 taken off of my account and I need it done soon please please please help me out. I can’t even talk to them about my phone that’s lost because they asked for $1200. The phone has been lost for a long time but I can’t talk to anyone because they say I have to pay the $1200. I need some help. I don’t know what else to do. [Edited: “Personal Information”]