Visitor
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1 Message
I DO NOT RECOMMEND - Billing, Security & Customer Service Nightmare
DO NOT RECOMMEND — BILLING, SECURITY & CUSTOMER SERVICE NIGHTMARE
I have only had Xfinity Internet for two months since relocating to Upper Marlboro, and although it was cheaper than Verizon, it has been one of the worst customer service experiences I’ve ever had.
On July 14, we received what appeared to be a legitimate Xfinity call to pay our bill. The caller had our information, and we even received an Xfinity verification text. We paid, received an email saying the bill was paid, and later discovered serious concerns that our payment and account information had been compromised.
When I called Xfinity, I was told my account would be credited by July 20. Instead, I was charged another late fee. I called again on July 27 and was passed around to representatives who gave conflicting information, read scripts, and continued asking me to pay an incorrect balance instead of fixing the problem.
Even my installation experience was terrible. The technician asked personal questions unrelated to the installation and made me so uncomfortable that I asked my husband to hurry home.
Two months in, I’ve dealt with security concerns, incorrect billing, late fees, broken promises, and terrible customer service. I will be canceling as soon as Xfinity corrects and zeros out my account.
I would not recommend Xfinity to anyone. The cheaper price is NOT worth the frustration.
EG
Expert
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119.6K Messages
21 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBradM
Official Employee
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1.5K Messages
20 hours ago
@user_khjb4q Thank you for taking time to share your recent experience getting your service set up and the unfortunate bad actor you fell victim to. There would not be much we could do if you fell victim to a bad actor posing as us, taking your payment information and not applying it to your actual Xfinity account. Our team can investigate that interaction from our end to ensure that it wasn't a representative of Comcast and if it was, we can track down where that payment went and get a ticket submitted to have it applied to your account. We can also look into the other billing and security concerns you mentioned. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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