Return

At some point, as consumers, we must hold companies like Xfinity accountable for repeated miscommunication and poor service.

On June 24, I began reaching out regarding faulty home security equipment, and I have continued speaking with representatives up until today, August 6. I specifically asked if I could return the equipment for a refund, and I was told yes. Following those instructions, I returned the equipment.

Since then, I’ve spent hours on hold, sitting in queues, and speaking with multiple representatives—often being transferred or given conflicting information. Today alone, I spoke to four different people and still received no clear resolution. I was ultimately told that my claim is denied due to a contract clause stating that no refunds are given after 30 days.

That would’ve been understandable if I hadn't been assured by your employee that a refund was possible. Now, I’m left without the equipment and without my $700. As a customer, that’s incredibly unfair and disheartening.

What’s more frustrating is the difficulty of reaching actual support. You’re first met with an automated system, then passed around to different departments with little transparency or accountability. It’s not right that customers have to spend hours on the phone just to get simple answers.

To add insult to injury, I was told the equipment failed due to “location issues” even though it was less than a year old. If Xfinity is selling faulty home security equipment that doesn’t function properly based on location, that should be clearly disclosed before purchase.

I am 22 years old, working hard like many others, and the emotional stress this issue has caused almost brought me to tears today. Customers shouldn’t have to fight this hard to be heard or treated fairly. Better training, accountability, and care for your consumers is desperately needed.

If nothing else, I want my experience to be known and taken seriously. I would not recommend Xfinity to anyone based on this experience, I suggest MetroNet.

Please advise on any next steps or escalation options available, as I am still seeking a resolution and refund for equipment I returned based on guidance from your staff.