TERRIBLE CUSTOMER SERVICE !!!

I am extremely frustrated and honestly disgusted with my experience with Xfinity, but what makes this even more upsetting is that this is NOT the first, second, or even third time I have had an experience like this with your customer service. This has become a repeated pattern, and I am completely fed up.

On September 24, I placed an order for an iPhone 18 Pro Max with an Xfinity associate. I was specifically told that the phone was in stock and that it would be shipped to me within 2–3 business days. Because I did not feel comfortable having such an expensive phone delivered to my home due to the possibility of it being stolen, I was instructed by the associate to call back within 24 hours to change the shipping address so that FedEx could reroute the package to a P.O. box. I followed those instructions exactly.

I called back as instructed and spoke with another representative, who assured me that the address change had been completed and that everything was taken care of.

Because I had a feeling that something was not right, I called again today, September 30. The associate I spoke with, Sam, told me that the phone was actually on back order and that I would not receive it until October 16 — nearly THREE WEEKS after I originally placed the order. He also explained that the previous associate had given me incorrect information and that the call should be investigated because what I was told was not the proper protocol for a new order.

This is exactly the type of situation I am talking about.

I have repeatedly contacted Xfinity customer service over ongoing problems with my cellular service, my home internet connection, and other issues with my Xfinity services. I have dealt with situations where I was told something had been done when it had not been done. I have called simply to cancel a seasonal hold and somehow ended up getting the runaround for DAYS, which eventually turned into WEEKS, just trying to get my home internet service back. I was repeatedly assured that things were taken care of, only to find out later that they were not.

And now I am experiencing essentially the exact same thing with this phone order.

I understand that mistakes happen. What I do NOT understand is how this continues to happen, how customers are repeatedly given incorrect information, and how there seems to be so little accountability afterward.

When I explained to Sam that I was sick and tired of dealing with the inconsistencies and unreliability of Xfinity Mobile and that I no longer wanted the phone, he told me he could cancel it. I also told him that I planned to cancel my Xfinity Mobile service. What was incredibly disappointing was that once I decided to cancel, there seemed to be absolutely no concern about WHY I was leaving or any interest in investigating what happened.

The attitude felt like, “Okay, you want to cancel? Fine.” And that is honestly one of the most disgusting parts of this experience.

I am a paying customer who has repeatedly taken the time to call, explain problems, follow instructions, and give Xfinity opportunities to correct these issues. Instead of feeling valued, I feel like I am constantly having to clean up mistakes that were made by Xfinity representatives themselves.

The issue is NOT just this phone. The issue is the repeated pattern of poor communication, misinformation, lack of follow-through, and lack of accountability. If an associate gives a customer incorrect information, why wouldn’t the company WANT to investigate that call and use it as an opportunity for training and team development?

Instead, once my order was canceled, it seemed as though the case was considered closed and there was no longer any reason to care about what happened. That sends a terrible message to a customer.

I am completely fed up and over it. I can no longer rely on Xfinity as a company to provide consistent service, accurate information, or meaningful customer support when I need it. After everything I have experienced with my home internet, cellular service, and now this phone order, I have lost trust in Xfinity.

I will be canceling my Xfinity services. Not because I wanted to leave, but because I am exhausted from repeatedly having to deal with situations that should have been handled correctly the first time.

I sincerely hope someone actually reviews this feedback and the calls associated with these incidents. Customers should not have to call repeatedly, receive conflicting information, discover that something they were told was done was never done, and then feel completely dismissed when they finally decide they have had enough.

At this point, I am not looking for another apology or another promise that someone will “take care of it.” I am expressing my frustration and disappointment because the way Xfinity repeatedly handles these situations has completely destroyed my confidence in the company. I expected better, and I am disgusted that after being a loyal customer, this is how I feel I have been treated.