Visitor
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1 Message
File a formal complaint
I’d like to file a formal complaint about my mobile device installment plan. When it was offered to me the agent said I will only pay for 1 year for the mobile phone and after 1 year I get to keep the phone or decide to continue service or cxl the service. It’s a year last end of June and I called to cxl service and the lady agent told me I still have a year to pay for the installment of the phone and I said the agent who offered me that mobile phone said it’s only for a year … she said then she’ll escalate so I don’t have to pay the remaining installment and she kept promising that she’ll make sure that I don’t have to pay anymore and she’ll take care of this. Of course after a month I was still charge for my installment and I called and your agent Jake kept saying I understand that our agent gave you false information and I could offer you 2 things today it’s you pay 1 time $60.00 no more monthly or you can continue to pay the installment. That’s his solution. Ridiculous, to be honest I’ve been a comcast customer for the longest time and EVERY single time I accept an offer or change my plan there’s always an issue and I’ll have to call so many times to resolve the issue, waste of time and your agents don’t take accountability .
XfinityCliff
Official Employee
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434 Messages
9 hours ago
Hello @cheshas9193, and thank you for sharing your experience and concerns here on our Xfinity Community forums!
I can definitely understand why you're frustrated. If you were told one thing when you accepted the offer and then received different information when you called back, I can see how disappointing that would be, especially after being a longtime customer.
We'd like the opportunity to review your concerns in more detail. Please send us a Direct Message* with your full name and service address so we can take a closer look at the account, review the information that's available, and better understand what occurred with the device installment plan and the interactions you've had regarding this issue. We look forward to assisting you further.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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