3 Messages
Painfully slow chat agents & broken promises
I was promised a few things by chat agents, but Xfinity did not honor these promises. I spent an hour and a half on a painfully slow chat session today around noon time and then this evening another two hours essentially wasted being passed from one rep to another Udayveer, Jasna, Dev, Lina, Kishan, & Mohammed waiting sometimes two or three minutes for a single chat response and not being informed that I was being passed to someone else. In the and I was asked to use my phone to do something on the Xfinity app and lost my entire chat session without resolution of my issues after two hours! So unbelievably frustrating!
Accepted Solution
XfinitySara
Official Employee
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1.7K Messages
26 days ago
Hello, @user_oxl84e! Thank you for taking the time to visit our Xfinity Community Forum, and for posting your service concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our Digital Care Team can do to help! We're great to work with because we are experts in all things related to your account, service(s), equipment, bill, and much more. May I ask you to provide some context around the main issue(s) at hand, please? Without sharing account-specific or personal information, of course. We'll always prompt you to send us a direct (private) message if/when necessary. Thanks again for your time!
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user_49fczh
Visitor
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3 Messages
15 days ago
I had a very frustrating experience with Xfinity. When I signed up, they clearly promised that if I chose their bundle offer, I would receive a free iPad, my monthly internet bill would be $50, and I’d get a $40 monthly credit to cover the iPad’s mobile service fee (which is about $39.79). The only reason I accepted the iPad was because of this offer—I didn’t actually need it.
However, instead of honoring that promise, Xfinity charged me $60 per month for internet and an additional $39.79 for the iPad’s mobile service. I never received the $40 monthly credit I was told I would get. I contacted their customer service more than nine times, but each time I was transferred between the mobile, internet, billing, and bundle departments. Every representative told me the issue had been resolved—but nothing changed. One agent even gave me a ticket number and a bundle offer reference number, assuring me that he had documented all the details under that ticket. When I asked what would happen if my account wasn’t updated, he confidently told me there was no need to contact him again—my account would be updated automatically. But of course, nothing changed. Later, I contacted a new agent and provided both the ticket number and the bundle offer reference number. Shockingly, he couldn’t find any information at all under either reference.
On top of that, none of the agents seemed able to access or confirm the original offer that was clearly explained to me. So, I had to repeat the entire story every time I called.
Eventually, I asked to cancel the mobile service, thinking it would end the issue. But then came the worst part: I was told I still had to pay the remaining 21 monthly installments for the iPad—$415 in total—for a basic 10th generation iPad. This is outrageous to me. I never received the promised credit, and now I’m stuck paying $415 for a device I didn’t really want. I had already paid a $116 one-time setup fee as well. How can the most basic 10th generation iPad cost me this much when it's available for around $299 on the market? This feels like a complete scam.
Xfinity not only failed to provide the credit they promised, but they also withheld important details about hidden policies. they never mentioned that I would be charged a monthly fee for the iPad or that it would be split into 24 installments. I was clearly told there would be no additional fees for the iPad—it was presented as completely free as part of the bundle.
The entire process has wasted a lot of my time and caused me a great deal of frustration. I strongly advise others to stay away from Xfinity to avoid going through the same experience.
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