Unresolved Billing Issues and Poor Customer Service for Senior on a Fixed Income

Dear Xfinity Team,

I’m a senior on a fixed income, and I’ve been struggling with a frustrating issue that’s left me feeling unheard and misled. I'm at my wits’ end. I need your immediate attention to resolve this matter fairly.

For no apparent reason, I’ve been receiving texts saying I’ve hit 90% of my data, followed by another text within an hour or two claiming I’ve reached 100%. This doesn’t add up—10% of my data in an hour or two? That would mean I’d burn through my data in a day! This issue led to an unexpected $80 overage charge on my bill. 

When I first contacted Xfinity, the agent was kind, offered to refund the $80 within 24 hours, and upgraded me to an unlimited data plan that lowered my bill. I was thrilled with this resolution, but no one explained why my data usage spiked so drastically or how they gauge the data. Unfortunately, the refund never came. 

I reached out again, and the next agent promised the refund and said someone from billing would call within 30 minutes. Neither happened.

A third contact with an “expert agent” assured me the refund was coming within 24 hours and upgraded my plan again to a faster speed for less, locking

me into a year-long contract. He promised up and down that he would take full responsibility for said refund, and he could guarantee I wouldn't have to reach out to them after the 24 hours was up.  During that chat, I got another 90% data usage text—despite my unlimited plan. The agent told me to ignore it, saying I wouldn’t be charged for data usage overages. 

Another 24 hours passed, still no refund. The next, and fourth, agent informed me the refund was denied because the charges were “valid” but offered an $80 credit ($20 + $60) instead. He said "I'm applying an $80 credit to your account, which will be reflected on your next bill. This means you won't be billed for the next month, and you don't have to pay your next bill. It is same as refund. You are saving dollars either way." That's word for word, by the way. He applied the first $20 credit, which I received via text notification. While I was waiting on the $60 credit to come through, I asked about accountability and  how agents are allowed to get away with promising refunds they couldn't give and providing no explanation on why or how my data is skyrocketing. Or why no one thought to call me to explain I wasn't getting a refund after I was promised a phone call from the billing department. He told me that agents cant see details for their customers after the chat ends and that's why no one called. At this point, he dropped me and put me off to another agent.  The fifth agent finalized the $60 credit, and I got that via text message.  After getting the confirmation on both credits, I checked my account and saw I still owe $97.21 for the next bill. Digging deeper, I found a new $100 data overage charge from April—despite my unlimited plan! The agent’s claim that I wouldn’t have a bill next month was clearly false, and I’m grateful I checked.

When I tried to address this in chat, my Wi-Fi dropped three times back-to-back which seemed a little nefarious, and agents stopped responding entirely. I could see them join the chat, but they said nothing, switching out repeatedly. This level of unprofessionalism is unacceptable. To make matters worse, the chat transcripts I downloaded are incomplete, missing key parts where I pressed agents to confirm their promises for accountability which I started on the very first chat. At this point in time, I'm convinced I've been put on a block, because I have yet to get an agent to answer me, and we've cycled through about 15 of them at this point.

I’m exhausted, and as a senior on a fixed income, I can’t afford these surprise charges or the stress of chasing false promises. I need:

1. A clear explanation of why I’m being charged for data overages on an unlimited plan after being told to ignore these messages. Not one of these agents thought to bring this to my attention?
2. The $80 refund or credit fully honored, with no new overage charges.
3. An investigation into why agents’ promises (refunds, calls, no bills next month) aren’t being fulfilled and why chat transcripts are incomplete.
4. Reliable customer service that doesn’t drop or ignore me.

I also expect agents to be honest, forthcoming, and proactive in addressing account issues. For example, while resolving one overcharge, no agent warned me about another $100 overage charge waiting for next month's bill. If anything, I was told to not pay next month's bill! Agents spend time reviewing my account but fail to be upfront or proactively prevent further billing issues, leaving me to face the same problem again. No one thinks your charging data from two months prior on the current bill. I'm paying April at the end of June? 

Please escalate this to someone who can resolve it once and for all. I’ve been a loyal customer, but this experience has been deeply disappointing. I’m counting on Xfinity to make this right.

Sincerely,

Janet Ward