Gaslighting Agents

I am writing to express my frustration and disappointment regarding the handling of my account cancellation and subsequent billing issues.

Before canceling my service, I spoke with a representative who assured me that I would not be charged the full monthly fee of $119.00, but only for the services used from July 28th to August 3rd. She also confirmed that autopay would be disabled. However, on my billing date, August 3rd, I was charged the full amount of $119.00.

I contacted customer support and was told I would receive a refund by August 9th. When the refund did not appear, I reached out again and was informed by another agent that I should expect the refund by August 12th. Unfortunately, the refund did not materialize by this date either.

On August 14th, I contacted support once more and was told my issue had been escalated and I would receive the refund within three days. After three days passed without a refund, I contacted support again and was informed there was an issue with processing the refund, but it had been resolved and I would receive it within another three days. This pattern continued, with each representative providing a different date and assurance that the issue was resolved, yet no refund was issued.

Most recently, I was told that I would not receive my refund until September 7th. This is unacceptable, as I have been given multiple conflicting dates and have had to repeatedly contact support to follow up on the status of my refund.

I don’t understand the approach taken here. I was misled from the beginning to the end. The only reason I left Xfinity was because I found a better deal with another provider. I always had a positive view of Xfinity and only canceled for this reason. If an opportunity had arisen to switch back, I would have done so without hesitation. However, after this experience, I cannot consider returning. I would hate to go through this kind of service again.

Although the refund amount is only $70, I had budgeted my finances carefully and desperately needed this money. Being misled about it multiple times is unacceptable. I hope you consider training your agents to be not only sympathetic but also truthful, rather than providing false assurances to make customers feel better. A lot of time and hope were wasted this month trying to receive my refund, which could have been avoided from the start. This has been very frustrating

I am requesting immediate action to resolve this issue and ensure that I receive my refund promptly. Additionally, I would like an explanation as to why I was given incorrect information and why the refund process has been so problematic.

Thank you for your prompt attention to this matter.