Ticketing System show no information - Reps are not really helpful

I ended my service with Comcast on 09/18 and went to the store that same day to return my equipment, which included one Gateway and one Storm Ready router with the battery (all power cords were included). On 09/24, I discovered that Xfinity is charging me $189 for the Storm Ready modem, which, as mentioned above, was returned the same day I canceled the service.

I initiated a chat with support, and they opened a ticket ([Edited: "Personal Information"]), which was closed just minutes later without providing any information (I have plenty of screenshots). I then called customer support, and after speaking with a helpful representative, she assured me the charge would be removed. Another ticket ([Edited: "Personal Information"]) was opened and then closed again, with a message stating, "we completed your request." However, when I checked the digital ticketing site for more information, none was provided. Long story short, the $189 charge is still showing as pending on my account.

This has become an exercise in frustration. The customer service loop they put customers through is shameful, and their so-called "resolutions" provide no real information on what was actually done to resolve the issue (i.e., canceled, approved, not approved, refunded, etc.). Comcast used to be a good company, but I can see how people who are less resilient or don't have the time to spend hours on the phone would give up and pay these exorbitant, unfair fees—especially for things like a router that was returned, but they claim to have no record of.

For example, I've returned (or rather, exchanged) Gateways in the past, and to this day, they still show as "pending," even though UPS tracking confirms the return was completed months ago. Honestly, what can you expect? and trust me, I have screenshots of everything, so there's not a thing I mentioned here that I can't prove.

Responses

EG

Expert

•

106.6K Messages

26 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

user_8rrkgc

4 Messages

25 days ago

Update: I wanted to provide an update on this issue. As of today, I was charged the full $247.93, and I firmly believe this was a shady tactic. As mentioned above, I spent 20 minutes on the phone yesterday explaining my situation to a representative who assured me they would handle it—specifically, the $189 charge for the already returned router. Five minutes later, they closed the ticket, once again following Comcast’s MO of not posting anything—zero information—on the digital ticketing system, which is as useless as the reps.

I want to congratulate Comcast on their "money well and honestly earned" strategies. I hope you can spend it in good health and mediocre service. I would gladly recommend your products and services to my worst enemy. For those out there, I know the options are limited, but do yourself a favor and don’t pay for this.

To my fellow veterans, I will tell you that AT&T offers a far better deal and excellent service (no, I'm not paid by them) that Comcast could only dream of.

XfinityEmilyB

Official Employee

•

1.7K Messages

25 days ago

@user_8rrkgc Welcome to our community forum and thank you @EG for moving this post for greater visibility. I know I'd be reaching out if I was charged for equipment that I returned to the store, so thank you for giving us an opportunity to turn this experience around for you. Our Storm Ready WiFi has a 30-day return period. Do you know the date you purchased the Storm Ready WiFi device? You can learn more here.

user_8rrkgc

4 Messages

Good morning,

The router was ordered a while back (I’ve been using it for 6-8 months now), but here's the issue I have with Comcast on this matter:

Lack of Transparency in Terms and Conditions: Comcast is quite reserved with the terms and conditions regarding this device. If I were a new user visiting your website, there's nowhere that clearly states I would be responsible for purchasing—rather than renting—a device that, once disconnected, becomes a very expensive paperweight. Fortunately, in my case, the device was returned. To provide a real-life example: if I go to the Xfinity store and buy a phone on an installment plan, and then cancel two months later, I understand I’d be responsible for the remaining balance. However, I can pay off the phone, unlock it, and use it with another provider. Do you see where I’m going with this? I believe you do.
Customer Acknowledgement of Terms: As an existing member, I had to replace my Gateway at one point, and the router was suggested as an add-on during that process. At no time do I recall a clear or properly written agreement of the terms you mentioned. In fact, my signature wouldn’t be on any such agreement.
Device Performance: The device itself isn’t entirely worthless, but it’s pretty close. The speeds at which it operates are subpar at best, even with as few as two cellphones connected. For the amount you charge, one could purchase a much better router and a UPS that would extend battery life beyond the four hours this device offers.

Regarding the current issue:

The device was returned to the Xfinity Store.
Your representatives promised they would remove the $189 charge.
The very next day, Comcast charged the full balance, including the amount I was told would be removed from my bill.
Your Digital Ticketing system is useless—it shows a ticket number, but clicking on "more info" reveals nothing. Customers are forced to call or chat with a new representative each time, trying to figure out what was done. Was it canceled? Approved? Nobody knows… apparently, not even Comcast.
Bottom Line: I will never do business with Comcast again, and you can bet I’ll spread the word.

25 days ago

XfinityEmilyB

Official Employee

•

1.7K Messages

@user_8rrkgc When I log off my computer at the end of the day, I'm a customer as well so I definitely understand where you're coming from. We're a team of experts dedicated to addressing all your questions and concerns and we'll work alongside you to advocate for the best possible resolution :).

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

25 days ago

XfinityOrlandoM

Official Employee

•

1.4K Messages

25 days ago

@user_8rrkgc

Thanks for reaching out to us I do apologize for any inconvenience but I'm glad we were able to be able to discuss with you on the storm rating Wi-Fi device purchase and the agreement you agreed to for that device. Feel free to reach out to us anytime and thank you for being the best part of Xfinity

user_8rrkgc

4 Messages

Thank you—honestly—for not assisting at all with the issue at hand. It’s not your fault, and I mean no disrespect to those doing this work, but rather to Comcast's policies as a whole. I followed Emily’s instructions regarding the terms of this contract to "buy" and not "rent" this very expensive paperweight of a router. To put it into perspective, this device is more expensive than a NETGEAR Nighthawk or a TP-LINK Archer, and yet it’s something you’re forced to pay for and eventually throw away (if you’re lucky enough to have it at all).

I was told that the agreement—which, by the way, remains as shady as any Comcast practice—was sent to me. However, verification of this statement proved untrue. The confirmation email I received from Comcast shows no details, and when you visit Xfinity.com to look under account/legal documents and agreements, the website refreshes to show… nothing (just like the digital ticketing system).

So, thanks, Comcast. No wonder your company isn’t doing well. Please, keep the money—you definitely need it more than I do.

Closing Arguments:

Customer Service - 2/10: Reps promise things they cannot accomplish.
Service - 1/10: Shady agreements, laggy and buggy website, and a useless ticketing system.
Would recommend? Maybe to my worst enemy… but only on some days.

25 days ago

Customer Service

user_8rrkgc

Ticketing System show no information - Reps are not really helpful

Was this helpful?

EG

user_8rrkgc

XfinityEmilyB

user_8rrkgc

XfinityEmilyB

XfinityOrlandoM

user_8rrkgc

New to the Community?