Horrible support when trying to pay off device and return equipment

I recently moved and no longer needed my Xfinity service. When I contacted customer service to cancel, representatives repeatedly attempted to convince me to transfer my service to my new address despite me clearly stating multiple times that I did not need the service moved because my new residence already has service established. Even after explaining this several times, I continued to be asked for my new address and pressured to continue service, which made the cancellation process unnecessarily frustrating and time consuming.

After finally cancelling the internet service, I attempted to pay off my cell phone device in full. I had already transferred my phone number to another carrier and simply wanted to pay the remaining device balance so that no additional monthly payments would continue to be withdrawn from my account. Instead of receiving a clear answer or straightforward assistance, I was repeatedly placed on hold and transferred between representatives for nearly an hour without resolution. Despite my efforts to pay the remaining balance owed, no representative was able to clearly address my request or provide a direct solution. I don’t want monthly payments and I don’t have access the account so I can’t just log in and pay it off.

I also experienced issues when returning my internet equipment after cancellation. I returned the equipment in person at an Xfinity store and specifically asked the employee whether everything had been completed correctly. I was told that my account balance was $0 and that I was “all good.” The employee’s primary focus at the end of the interaction was asking me to complete the customer satisfaction survey positively. However, the following day I received a phone call requesting a receipt number as proof that I had returned the equipment. At no point during the return process was I informed that I needed to retain the receipt or that I might later need the receipt number to verify the return. Had I been informed of that requirement, I would have obviously kept the documentation!

Overall, my experience involved excessive delays, poor communication, unnecessary pressure to retain services I had already declined, and a lack of clear guidance regarding both device payoff and equipment return procedures.. I’ve never experienced such horrible service before.