Duplicate charges and lack of accountability

I’ve officially lost count of how many times I’ve had to reach out to Xfinity about the same issue — but I know it’s been well over 25 agents across chats, calls, and emails, and nothing has been fixed.

I’ve been double charged multiple times, promised refunds that never came, and repeatedly told “we’ll take care of it” by different representatives. I even returned my old router and got a new one, yet somehow there’s supposedly a second account tied to my information that keeps getting billed — despite there not even being an active router on that account.

Every time I contact support, I’m given new “ticket IDs” and reassured that the issue will be resolved “in 24 to 48 hours.” Weeks later, nothing has changed. Most recently, I was charged again for the same amount and told an installation fee would be waived since the issue was on their end — yet I was still billed for it.

To make things worse, corporate emailed me calling me by a completely different name — not even the right gender — which makes me question whether they’ve mixed up my personal information with someone else’s or simply don’t care enough to read my account details.

I’ve saved transcripts of every conversation because at this point, it’s the only record I have of being promised help. It feels impossible to get accountability from anyone, and every department keeps passing me around like it’s someone else’s job.

If you’re thinking about signing up for Xfinity, please be cautious. Their customer service system is completely broken — endless transfers, no follow-through, and no accountability. I just want this fixed and my refund processed, but I’m starting to feel like that might never happen.