Visitor
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3 Messages
Customer canceled after over 8 years of service.
To Whom It May Concern,
I am writing to formally lodge a complaint regarding my recent experience with Xfinity, which has resulted in the cancellation of all my services effective today, July 30, 2026. I have been a loyal customer for over eight years, utilizing your cameras, security systems, cable, internet, phone, and mobile services.
Upon recently renewing my services, I was promised a package that included high-speed internet, streaming, and a free mobile tablet for a specific price. However, I discovered that the billing was split into two different charges that did not align with the quoted price. Additionally, I was unable to access some of the streaming services included in this package.
Despite speaking with multiple representatives and supervisors, the issue remains unresolved. I was given empty promises, unapplied credits, and guarantees of a resolution that never materialized. Consequently, I feel lied to and taken advantage of, leading to my decision to terminate my relationship with Xfinity.
I will no longer recommend Xfinity to family or friends, and I plan to share my experience with those I previously referred. This message serves as a formal record of my dissatisfaction.
Regards,
Andrew.
XfinityLinda
Official Employee
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2.6K Messages
1 hour ago
Thank you for meeting us here in our community to provide your feedback, @user_rdhmbl. I’m truly sorry for the experience you’ve had. After more than eight years with Xfinity, I completely understand how upsetting it must feel to believe you were promised one thing and then received something different, especially after multiple attempts to get it resolved.
I sincerely apologize for the billing confusion, the issues with the streaming services, and the lack of follow-through on the credits or resolution you were expecting. We never want our customers to feel misled, unheard, or taken advantage of.
I understand you’ve chosen to cancel your services, but I would still like the opportunity to review what happened, make sure your concerns are documented, and see if there is anything further we can do. Thank you for bringing this to our attention, and I’m truly sorry we let you down.
If we may, please send us a Direct Message with your name and complete service address.
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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