3 Messages
Shadyyyyy business
I went to the Xfinity store in Oak Ridge, Tennessee to set up internet. I WAS ONLY INTERESTED IN SETTING UP INTERNET. Immediately I was pressed about getting mobile services as well. I repeatedly stated that I didn’t need another phone and don’t plan to switch my existing phone over. They sworeee that their “special promotion for the Olympics” would actually save me money on internet. That I would be paying less by having internet and mobile services. That I would be avoiding some $200 fee?? By the end of the conversation I was more confused than anything. I proceeded with getting the wifi and mobile services (in addition to a phone that I DIDN’T NEED and did not plan to use whatsoever).
After a few days I was able to see that I was being charged $70 a month for the services. There was no breakdown of the bill available. I was failing to see where the “discount” was, as this is more than what I had previously been paying for internet (I was told that internet and mobile services together would be less than internet alone, hence the “promotion”).
I called the customer service line (where you’re met with an automated system hounding you about texting with someone instead of speaking with a live person). I spoke with 4 different people for about an hour. At one point I was told that I would actually be paying $70 for internet and $45 for mobile services. Ultimately it was found that there really was NO DISCOUNT, or at least no discount for the service that I ACTUALLY WANTED.
Technically I was getting a discount on internet because instead of it being $70 for just the internet, the promo made it so I would be paying $70 for internet AND mobile (I would have been making payments for the phone itself in addition to $70 services). The phone/mobile service that I told the sales woman repeatedly that I DID NOT NEED FROM THE BEGINNING.
I was told by customer service that I could cancel the mobile service and that I was also eligible to return the phone for free. However, the phone could only be shipped via FedEx. It could not brought back to the store. The following day I drove 30 minutes to the nearest FedEx to ship the unopened/unused phone back. 1 week later I noticed that my card had been charged $6 (which I assumed could be a restocking fee) by Xfinity mobile. However, I had not received a refund for the downpayment on the phone.
I called customer service and went through the redundant automated system AGAIN, only to be told that I would not be getting a refund for the downpayment. They charge a $35, yes THIRTY FIVE DOLLAR “restocking fee”. Not only was I not refunded for the down payment on the phone, but the charge that I had noticed was additional money being taken to cover the difference. NONE OF THIS HAD BEEN MENTIONED TO ME WHEN DISCUSSING THE RETURN/CANCELLATION OF MOBILE SERVICES.
This company is PATHETIC. The fact that this situation could have been avoided if the initial sales woman had been honest is PATHETIC. The fact that I went through all of this for a phone/service that again, I DID NOT NEED, is PATHETIC. Clearly this company doesn’t care about what their customers need/want and are just looking to upsell with little to no integrity. This is SHADY BUSINESS at its finest. I would never recommend this company to anyone. It’s DISGUSTING that u can’t trust someone to genuinely help you when you’ve chose to give them your business.
XfinityJustinC
Official Employee
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893 Messages
3 months ago
Hello, user_b4m11g thank you for taking time out of your day to reach out over Xfinity Forums. This isn't the experience we want you to have, especially with setting up new service. I completely understand the frustration, and hesitancy of being able to trust what is being said when the proper expectations aren't being set up at the time of the sale.
I've had Xfinity Mobile since 2018, and can confirm the billing is 2 separate entities. My mobile bill is due around the 10th of each month, where my residential (internet/tv) bill is due around the 22nd. From experience, I've seen recent Xfinity Mobile/internet promotions that do offer additional discounts off the internet (up to $35) when Xfinity mobile service with unlimited data is opened within 30 days of the internet activation. The discounts for having the 2 services can take up to 45 days to appear on the internet billing.
I found this article on our Xfinity Mobile website that goes over the Xfinity Mobile 14-day guarantee and the $35 restocking fee, so we should have disclosed this to you at the time of the disconnection and equipment return: https://www.xfinity.com/support/articles/xfinity-mobile-satisfaction-guarantee.
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user_5d8n2w
3 Messages
21 days ago
yea the same exact thing for the olympic deal happened to me, I finally got ahold of an executive rep at xfinity who speaks to me on the phone with respect and actually seems to want to help me, but sadly I feel your pain and I just wanted to point light on the fact that it seems like xfinity told their in-store sales reps to offer a different plan then what they were willing to honor. Once they saw how many people got the free iphones they chose to take advantage of the fact that the “olympic deal” offer is nowhere to be found on the contract we signed (which no one can seem to give me an actual copy of my signed contract but that’s another story) and chose to just charge us anyway and would hope our complaints just got lost in the “phone call to chat bot” loop until we inevitably just give up out of frustration. But it’s not fair. We deserve the deal we agreed to sign up for. [Edited: "Solicitation"].
(edited)
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