Prepaid: Poor Product, Poor Communication, Poor Customer Service

Xfinity has the absolute worst customer service, and I would rather go completely without internet than ever have to deal with them again.

I purchased their prepaid internet and was sent a modem a couple days later.  I followed the simple four step process to connect, and it turns out the modem was labeled wrong, so I did not have the login information.

I called Xfinity for help.  The first I was transferred three times between people, one of which I could not understand at all because of his poor connection.  He transferred me to another number and dropped my call.

The second phone call lasted 1.5 hours.  I talked to a man who verified the router was mislabeled.  He could not give me the password to the router or reset it, and he told me my only option was to get sent a new one.  I had work I needed to do that night, so waiting was not an option, and I asked for a refund.

He told me he would get a refund processed in 5-7 days.  I asked him explicitly what I needed to do with the modem, and he told me they didn’t need it because it was faulty and I could keep it or get rid of it.  He then placed me on hold for 20 minutes as he processed the refund.

While on hold, I cleaned up the apartment and thew the modem in the dumpster because I was told I could get rid of it.  When he got back on the phone eventually, he told me he could not process the refund actually until I took the modem to ups.

I live in a bad area, and I’m a single woman.  It was around midnight at this time.  I told him I did not feel comfortable getting into the dumpster in a bad area at night, and he told me I’d need to to get a refund.

I asked to speak to his supervisor, and she contradicted herself constantly.  I explained the situation: that the employee told me in no uncertain terms that I could get rid of the modem, and that he was saying I would have to go into the dumpster to get it to get the refund.  She told me all the conversations were recorded, and I was happy because they could easily listen to validate my story.  Instead, she told me no employee would say that, and she also insisted I would need to get the modem to get a refund.

So, in essence: they sent me a broken product, their customer service dropped my calls and gave me the run around, they told me to get rid of their faulty product and that I’d get a refund, and after that they told me to go get the product back and put my health and life at risk.

I understand the employee should have never told me what he did and that he made a mistake.  However, the company expects me to pay for their lack of training and mistake and is refusing to take accountability for their mistakes.