Extremely Poor Service!

To Xfinity Customer Support,

I am beyond frustrated with the service I have received from Xfinity, and quite frankly, my dissatisfaction is reaching a breaking point.

When I ordered the Xumo streaming box, it was advertised as FREE throughout the checkout process. At no point during checkout did I see a $100 charge, nor was I presented with any indication that I would be responsible for a professional setup fee. It was only after discovering the unexpected $100 charge and going back to the confirmation email, clicking “View Entire Message,” that I noticed a $100 professional setup fee buried in the expanded details. That is completely unacceptable. If a service or device is being advertised as free, any associated charges must be clearly and transparently disclosed BEFORE a customer completes their order, not tucked away in an email after the fact.

When I contacted customer support, the representative began referencing a deposit and then a professional installation fee. Frankly, I still do not have a clear explanation as to why I am being charged $100 for something that was explicitly advertised as free. The conflicting explanations only add to my frustration.

Unfortunately, this is not an isolated incident. My experience with Xfinity has been consistently disappointing from the very beginning. When I initially scheduled installation, FOUR technicians were dispatched to complete the job. THREE of them failed to do so, claiming that additional wiring needed to be run from the exterior of my apartment into the unit. The fourth technician ultimately completed the installation and informed me that the previous three technicians were fully capable of completing the same work but simply had not done so.

As compensation for that unnecessary inconvenience, I was promised two months of service credits. Initially, I received only one. I had to follow up again to have the second month credited as originally promised.

Now, here we are again, dealing with another unnecessary billing issue, another unexpected charge, and another frustrating customer service experience.

At what point does Xfinity take accountability for the repeated inconveniences imposed on its customers? I should not have to repeatedly investigate unexplained charges, chase down promised credits, or spend my time contacting customer support to resolve issues that should never have occurred in the first place.

I am requesting the immediate removal and reversal of the $100 charge, written clarification of exactly what this charge represents, and confirmation that no additional fees or deposits will be assessed in connection with this order. If this charge is for professional installation, I did not knowingly authorize or agree to it. If it is a deposit, I expect a clear explanation of why it is being assessed and where that requirement was disclosed during checkout.

I have made every effort to give Xfinity the benefit of the doubt, but the pattern of poor service, misleading disclosures, billing discrepancies, and failure to deliver on commitments is becoming increasingly difficult to tolerate.

I expect this matter to be taken seriously and resolved promptly. I am not interested in another vague explanation or being passed between representatives. I want accountability and an appropriate resolution.