1 Message
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.
XfinityWilliam
Official Employee
•
1.3K Messages
10 months ago
Hello user_2cezpm. My apologies for the negative experience you had, while trying to disconnect your services. When wanting to disconnect, the process is simple and straightforward, for us to do. If you still need assistance, please let us know and we can work to get that resolved for you.
With equipment, there is a fee that will be added to your final bill, if you do not return them when cancelling service. This is highlighted in the contract that was approved by you, when agreeing to service. My apologies if that was misread or you did not see that when agreeing at the time.
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