Need customer service that can and will help

My name is [Edited: "Personal Information"] and I have been a loyal Xfinity/Comcast customer for over 20 yrs and for the past year I have been able to get someone to help me resolve my problem.

June 2024, I went into the Saugus store to get a crack screen fixed on my daughters phone.   I was helped by the store manager Mr Chou [Edited: "Personal Information"]. He asked me if the phone worked and if it powered on and I replied yes.  He looked at the phone then told me the insurance would not fix the crack and I needed a new phone.  I was aggravated. I couldn’t understand why I was paying $15 a month for phone insurance.  However,  both mine and my daughters IPhones were 100% paid off so I agreed to do the phone upgrades.

I gave Chou my IPhone 13 ProMaxpro which was in perfect like new condition and he upgrade both phones to the iPhone 15 ProMax.  He told me he was shipping my I-phone to the warehouse and when they received it they would confirm the phones condition and then they would issue and mail me a check for my phone.  Then he told me that they were currently running an Iwatch special.  I told him I was not interested and already owned an iwatch 9. He explained that because I was a diamond status customer I had a coupon in the my rewards account for $275.00 off an iwatch purchase.  I asked him to confirm that the watch would be 100% free and told him that I did not want it if it was not free.  He confirmed that after the monthly credits from the current special and the $275 off coupons -the iwatch would have a 0 balance.  So a said cool, a free watch, sure, why not and I got the watch.  I also

Purchased 2 liquid screens and he was kind enough to put them on both phones for me.

A few monthes went by and I had not received a check for the13ProMax so I called Xfinity CustomerService.  I spoke with 4 different reps and had to explain the iwatch, iphone and billing situation and explain how I am being charged full prices for both iphones and an iwatch that were on a monthly promo not receiving the promo or monthly credits.  The customer service agent told me the they had calculated the iwatch deal incorrectly and made a mistake so I told her I didn’t want the watch and was returning it.  The call ended with zero resolution and left me in a really bad mood and aggravated.

A few months go by another call to customer service and another 3 1/2 hours on the phone with 0 results, but this time I’m told I have to go back into the store and speak with a manager because they(online) are unable to give me my credits online and that a store manager would have to be the one to do it in a store.  So they basically said I had to find time to physically  go into a store -only in the store could I get issueed my credits.  

I went back to the Saugus Store.  I waited in line for 1 hour and 20 minutes.  I explained my situation to the associate and they asked me who I had worked with in their store I told them Mr Chou and they both looked at each other and told me that he would be in the office around 2pmand that I needed to come back then when he was working.  I had to be at work at noon but was so tired of all the wasted time and aggravation [Edited: Language] and wanted this resolved so I took a personal day from work expecting to resolve all my account issues.  I left and returned later that afternoon.  Mr Chou was there, but he was with another customer so another hour or so I patiently waited.  Finally it’s my turn and I sit with Mr Chou.  He tells me he remembers me coming in with my daughter and then begins reviewing my account.  He explains to me that the warehouse had some sort of power outage and that they were in the middle of reprocessing the entire warehouse into the system.  He confirms again that I was being over charged for the watch that it was indeed free with monthly credits that the customer service rep was incorrect; thowever, my account was due payment and that he was unable to go in my account and make these fixes until my account was fully current.  He stated he could not access the area in my account until the payment block was lifted.  So another few more wasted hours, a missed a day of work and still no resolution, but at least I felt optimistic that my account would finally be fixed soon.  Before I left I asked Mr Chou if he was going to remember me and my account issues if it took a few months for me to get the extra  payment and my account to current? He said “of course, I got you” and gave me his cell phone number and told me once my accounts was current text him and he’d fix it.

It took me a few monthes to play catch up and when my account was current I text Mr Chou.  He got right back to me and he asked my for a pdf version of my monthly statement.  It took me over an hour to figure out how to download my statement in pdf format and I attached it to the text message and sent it to him.  I waited a week and my account still wasn’t fixed so I texted him again.  He asked me to resend the pdf version of my statement to him and I did.  I told him I still hadn’t received the check for the iPhone pro max I gave to him in the store he replied he’d look into it again.  More time goes by I have a

Home move so I dont text him back for another few months but this time I dont get a reply back.   I wait a week or so and try texting him again and no reply.  Waited another week or so and now I’m upset -rather [Edited: Language]! I text him and tell him that if I did not hear back from him that I going to put in a complaint on him for all the time, aggravation and stress their service has caused me for over a year and that maybe it’s time to take my business elsewhere since being a loyal customer to Xfinity for over 20 years has got me nothing but aggravation, passed around, pacified,  over charged and unappreciated for years.  Meaning-  I’ve made countless customer referrals-3 in which I actually psychically brought people into the store and they signed up and never received 1 time was i compensated the gift cards I was promised.  I never even received the $300 gift cards I was promised for transferring to Xfinity service or the gift card for bring over an iPhone or the one for purchasing an iPhone.  I’ve joined many promos -maybe 10 promos over the last 7 years and only correctly received 3 of the promos that I joined to my knowledge.  And my latest phone upgrade to the iPhone 16 ProMax was not applied to my account once again and I don’t have the time or patients to deal with fixing it because the end result has always been the same- nothing but wasted time and major stress and aggravation.  And for what?!? A phone bill-  no thanks.  

So before I close my account I am going to try and fix it one last   I am writing this time so I’m not on the phone all night and can say what I need/want to say and truly hoping my account will finally be fixed.  Bottom line is I don’t care about never getting the gift cards or promo stuff I just want to be paid for the phone I gave to the Saugus Xfinity store or have my phone returned to me and be charged correctly on my billl-  so for the last time -I am asking please-could someone please help me get paid for my iPhone promax 13 you have and could I please be refunded for the watch payment made and stopped being billed from them and can I please be charged the correct amount which was the Xfinity special for current customers offered by Xfinity on the day I purchased the iPhone 16 pro max’s for me and my daughter about 2 months ago.

Tonight I was being help by Rohid from your advanced support team and he was wonderful.  Finally after almost a year of trying I had reached someone that said they could and would help me and what happened?!? we got disconnected.  I tried 3 times to reach him back but was told the window with the advanced support team had closed and they could not reconnect me and gave me an 800 934 6489 for customer service .  I tried 6 times and each time either it got to the Xfinity mobile customer service transfer the phone hangs up so it’s been over 2 hours since I started with the online chat and again nothing resolved so once again I feel defeated and give up.

I can be reached at [Edited: "Personal Information"] with any questions or concerns for anyone able to help.

Thank you in advance for your help

Regards

[Edited: "Personal Information"]

PS. Under the Xfinity Mobile Store online there is a review made using my first and last name that I never wrote.  That Xfinity Store located on Rt1 Saugus has some shady stuff going on- you should investigate it