Urgent: Unacceptable Customer Service Experience with Xfinity

I generally do not like to pose as someone who holds strong feelings about customer service, as I understand that large companies may have some operational inefficiencies. As long as my requests are addressed, I am usually fine with some hiccups to a degree.

However, my recent experience with Xfinity has pushed me to the edge, hence this review. As I recently moved to a new area, I wanted to terminate the service. A simple request, right? It ended up taking hours, involved more than five conversations with customer service agents, and still has lingering issues.

1. Complicated Termination Process: The path to terminating my service has been extremely convoluted. Every representative I spoke with tried to convince me to stay with Xfinity, diverting from the main point of the conversation. I received various system messages indicating different statuses, causing significant time waste and confusion.

2. Unprofessional Requests: I kept receiving notices requesting death certificates, which was never mentioned in our prior communications. This is incredibly unprofessional and distressing. Although customer service assured me I could ignore these requests, they continued to arrive.

3. Persistent Billing: Despite closing my account, I continued to receive regular bills. Again, the representative told me to ignore them, but they still wasted my time.

4. Misleading Promotion: Last year, a Comcast crew member called me to promote their streaming services. Despite my rejection, I was assured that everything was "free." At no point did the representative mention any equipment costs. Now that I'm moving, I am being charged an equipment fee that was never disclosed. The equipment was never used and remained in the package, but was not returned since I was unaware of any associated cost.

There are many more complaints about this process, but I will stop here. I am surprised that a routine procedure such as service termination is such a problem and wonder about its implications for millions of customers.