I have a MAJOR complaint!

It all started on Friday 7/5 when I called Xfinity to inquire about the NOW program since I  was part of the ACP program which ended, and I could not afford the new price of 140$. I spoke to a young woman whose name I forget for one hour and 35 minutes. During this time she had informed me about the Essentials Plus program and how I could switch into it seamlessly, and which would be comparable to the NOW program. We went over the speeds and my concern of if it would be fast enough going from 300 down to 100 with all my devices.

When it gets to the Phone promotion, I have a serious problem with the overall aggressive nature to push new phones into our cable package. Even after telling her I currently had a brand new phone which I was paying on, she managed to talk me into getting a 'free phone'. She had explained to me how the phone would be INCLUDED in the Essentials Plus program and how it would cost me Nothing, so I relented. At that point I was set to have a new phone And a new modem to be delivered, since she had told me my current modem would have to be exchanged.

On Monday 7/8 I was in NH at my dads when I missed a call at around 6:30pm and received a voicemail from a supervisor named [Edit - PII name]. She said something about the Phone and something about some Misinformation I was given from the previous agent. In the voicemail she told me to 'please keep my phone lines free, she will call back in 30 minutes.' I did, and she Didn't.

On Tuesday 7/9 I was back home in time to receive the FedEx delivery of my new phone. I opened the outer box and before doing anything else, I called Xfinity trying to find out WHY this supervisor was calling me the previous night, this was around 2:30 pm. The agent I spoke to at that time had explained to me the Misinformation of the Phone NOT being included in the Essentials Plus program. At this moment I became incredibly irritated because I had just ACCEPTED the delivery from FedEx about 20 minutes earlier, which I would have REFUSED. When I asked How much extra the phone would cost, she said she could not see that information and she would have to transfer me to a different department, which is when I said, just transfer me to a supervisor.

The next person I was transferred to was a supervisor in the REPAIR department, whom became mutually frustrated with me as I with them, so when I told him to transfer me to a supervisor in the correct department, he TRANSFERRED ME TO THE GENERAL CUSTOMER SERVICE POOL.

The next agent I spoke to answered the phone laughing and when I asked to speak to a supervisor, AND explaining to him WHAT I needed, he kept arguing with me saying 'I need to know why you want a supervisor', like the whole thing was a big joke. He hung up on me, which I immediately called back to try One more time.

I spoke to a woman named [Edit - PII name] (sp) whom helped me to understand the fee, and told me I can  return the phone. She said I can bring it to an Xfinity shop so I can get a 'receipt' for the return. I said fine. Now the problem is, I have to pay CAB FARE to go to the Xfinity shop so I requested some type of 'credit' which she said she can give me 10$ on my account.

At 3:58 pm I missed a call and received another voicemail from…..[Edit - PII name] the supervisor, saying something about the 'phone' and making sure to 'activate it' or something like that.

Not too long after that I received an email saying 'congrats on activating your phone!' I called yet again because Now I have to Un-activate the phone and reverse the 25$ fee!

Thursday 7/11. After I received my 'new' modem from FedEx, I called Xfinity once again to set up a time for someone to come out and install the modem for me. The person transferred me to a man named [Edit - PII name] who would turn out to be one of the Most helpful individuals of all time. First off, I received this modem because the agent in the beginning told me I would need a new one in order to work with my new plan. When I told this to [Edit - PII name], he patiently explained to me, that I Really did Not need the modem, and the one I had was Perfectly fine! At this point, I lost it.  He then let me vent my frustration about the Entire situation in such a way I found to be incredibly therapeutic. Ok, so fine, now I have to return BOTH the modem And the phone.

Next, I make an online appointment w/ the Xfinity shop in the next town for Friday 7/12 at 10 in the morning. I pack up both the modem, and phone and call my cab. It costs 15$ to go to the shop where, the agent inside says 'oh we can't take the phone back, you gotta bring it to FedEx'.  Now I'm dropping [Edit - language]. Ok, so I call back my cab and now go from the shop to the closest FedEx which is another 15$. Thank GOD I printed out the FedEx return label!

I'm now back home after spending 45$ to return everything, which I NEVER SHOULD HAVE RECEIVED IN THE FIRST PLACE! I'm referring to Both the PHONE and the MODEM! What the royal [Edit - language] is going on with you people? This entire week has been dedicated to Xfinity misinformation, [Edit - language] customer service attitudes, and wasted money. I've been upset almost Every Single Time I've had to work with one of your employees. I have a Serious issue with [edit PII - name], who could  have saved me a ton of trouble if she had called me back like she said she would, so I could have refused the first phone delivery. I will accept the modem as an honest mistake but the repair manager, and the agent who hung up on me are folks who Represent YOU!

 I know this was long, but it is accurate and the last thing I need to now do, is fix the balance! I was told that my payment of 140$ is an Overpayment since I went down, and there should be a credit of 80$ something bucks, but, the person who added the 10$ credit, ERASED the previous amount!! [edit - language]? What can be done to make this better? 

([Edit PII - name], the tech support guy in CT, I WISH I would have received a survey request for him, but I never did, I would have rated him a Above and Beyond!)