Poor Customer Service and Poor Internet Service

On May 5th, I called Comcast Xfinity to inquire about my bill, which had unexpectedly increased by $60 and that my new amount would be $144.61. As a 10-year Comcast/Xfinity customer, despite paying my bill on time every month, I was paying $84.81. A Comcast Xfinity employee informed me that I needed to upgrade my Internet plan to unlimited due to the number of devices connected to my network, which exceeds 20. The new plan would cost $85.

I explained to the first customer service representative (CSR) that my internet service has been consistently unreliable over the past two to three years. It has dropped four to six times today alone. Consequently, I was transferred to a CSR named Art, who reviewed my account and informed me that I was missing an update and that I never actually had unlimited data. Art claimed that this was fraudulent and that I had been scammed by Comcast Xfinity for years. He then proceeded to explain that I needed this update but was unsuccessful in sending it to the router and that my billing would increase despite the fact that I had not had adequate internet service for three years.

Throughout the two to three years, I had made several service calls and had my modem replaced due to the intermittent drops in internet service. I had received extremely poor customer service, fraudulent business tactics, and customer abuse. Additionally, I had not received the internet service that I had been paying for from Comcast Xfinity for the past two and a half years.

I strongly believe that this situation needs to be investigated. The calls are recorded, and my account information is available. Comcast Xfinity should be credited for the next 12 months for the poor internet service that I have received. I was promised by Joy or Blair (who claimed to be supervisors) that an escalation ticket was placed to reduce my bill to $84.61 for the next five years. However, on 5/6 I called back to check on my scheduled tech visit for today, a CSR named Ryan informed me that he did not see any notes or a ticket.

I was then transferred to Maggie, who stated that she could not help me and sent me to the retention department. I spoke to Gab, who offered me a one-year internet deal for $70 or a five-year deal for $80, but both deals included a mobile phone. I explained to Comcast/Xfinity that I didn’t want their mobile phone service because I had been scammed last year. Now, I have a hit on my credit because they sent me to collections for a $16 mobile phone bill that I never signed up for or received. The customer service representative tried to scam me to meet a quota, but I wasn’t interested and he signed me up anyway.

I received a message about an escalation ticket, but then another message saying it was closed. After being on hold for 10-15 minutes, I was transferred to a representative in customer service, then to another representative named Liza in retention. Liza hung up on me after I told her I wanted to cancel. I had been on the phone for two hours!

I called back and got a foreign-sounding woman who sounded Indian. I explained that I needed to cancel my service, but she was extremely rude, talked over me, and didn’t listen. She kept sending me text messages and emails after I repeatedly declined and asked her not to stating that I couldn’t afford the offers and that I had three other offers that were less than what she was offering. She kept me on the line for 30-45 minutes longer, trying to convince me to lower my internet speed. I repeatedly explained that I have over 25-30 devices connected, including medical equipment because I am disabled, security equipment, and more. I don’t want to go over my data limit and have to pay for overages and equipment rental.

She wasn’t listening to me at all. Over a two-day period, I spent over five to six hours on the phone, and nothing was accomplished. I will be seeking legal action because the calls are recorded, and you can see where I have had service calls over the past two years about this matter. I need executive customer relations support to contact me as soon as possible. This is unacceptable behavior and business practices. I just want my bill back to what it was as promised $84.81 for now on.