3 Messages
The Frustrating Rollercoaster of Xfinity
Hello everyone,
I wanted to share a recent experience I had with Xfinity in hopes that it might resonate with some of you and perhaps even prompt some positive changes.
You see, my family, like many others, is currently watching every penny, so I decided to call Xfinity to reduce our bill and disconnect our landline. Simple enough, right? Well, that’s what I thought too.
The initial conversation was promising. I was offered a great deal that seemed to meet our needs perfectly. However, this is where the rollercoaster ride began. Without my consent, I found myself charged for an iPad I had never requested. I was assured this charge would be refunded, but it wasn’t.
Determined to resolve the issue, I called back, this time to ensure the landline disconnection and confirm the deal I was quoted. Imagine my surprise when I was told that the landline couldn’t be disconnected and the quoted price was incorrect. I was promised a callback from a supervisor for clarification, but that never happened.
After more time on the phone, I finally spoke with someone who seemed able to help. They informed me there had never been an iPad charge initially—contrary to what I was told earlier—and then charged me again for an iPad! Over five hours of my time were spent trying to reduce our family’s bill, only to end up with an additional $80 charge and the hassle of returning iPads to get that money back.
This experience highlighted a significant lack of autonomy between departments and a troubling focus on upselling products we didn’t need or want, especially when money is tight. Customer service, at its core, should be about building relationships and trust, not just about the bottom line.
My hope in sharing this is not just to vent, but to encourage Xfinity and other companies to remember the importance of treating customers with honesty and respect. We are more than just profit margins; we are people with real needs and challenges.
EG
Expert
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110.2K Messages
10 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityDilary
Official Employee
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2.2K Messages
10 months ago
To send a Direct Message:
Click "Sign In" if necessary
• Click the "Direct Messaging chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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user_g1kw8d
3 Messages
10 months ago
I’d like to update you on my experience with Xfinity in the hopes that it might spark a discussion on how we, as customers, can navigate and potentially improve these interactions.
Over the past few days, I’ve been trying to get a clear answer from Xfinity regarding my service plan. My goal was simple: to receive a quote for the same “identical service without the landline.” However, this straightforward request has led me down a frustrating path.
As I enter day 3 of this ordeal, I’ve been given five different quotes, each one varying despite being for the same service. The inconsistency and lack of clarity have been incredibly challenging. To make matters worse, I spent four hours of my evening in a direct messaging conversation that provided no resolution.
It’s unbelievable that a process that should be seamless and customer-friendly has become so convoluted. What’s needed here is a commitment to clear, honest communication and a focus on understanding the customer’s needs. I haven't experienced it yet.
(edited)
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user_g1kw8d
3 Messages
9 months ago
Update: My problems still haven’t been resolved and have only gotten worse with each interaction. It’s clear they do not want to listen and help their customers.
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