Horrible Service, Yet Again.

I am beyond frustrated with Xfinity at this point.

I called this morning and spent nearly 50 minutes on the phone with a representative to transfer my service to my new apartment. During that call, I was told everything was being handled, that a technician was scheduled to come out on Monday at 10:00 AM, and I paid $25 toward setting up my new service at the $50/month rate.

I then called back to cancel the service at my current apartment, as I was instructed to do separately. Now, the representative I'm speaking with is telling me she sees absolutely no record of my call from this morning, no scheduled technician appointment, and no record of the $25 I already paid even though I got confirmation via text from Xfinity that I paid and my account was charged. She is now asking me to pay another $25 transfer fee and start the process all over again.

This is especially frustrating because I have already dealt with an extremely similar situation with Xfinity in the past, where multiple technicians were sent out without the proper tools or information to actually complete the job. I work from home and cannot afford to spend days waiting around for technicians or repeatedly taking time away from work because Xfinity cannot properly communicate between customer service representatives and technicians.

At this point, I have been very clear about my situation: there is currently nowhere to plug in or set up the Wi-Fi at my new apartment, and the technician coming Monday needs to be properly equipped and informed before arriving.

I am giving Xfinity one opportunity to get this right. If a technician does not show up on Monday at the scheduled time, is not properly prepared to complete the installation, or this situation is not resolved, I will be canceling my service and taking my business elsewhere.

For a company of this size, it is unbelievable that a customer can spend nearly an hour on the phone, make a payment, schedule an appointment, and then immediately call back only to be told that there is no record of any of it.