WORST Customer Support Experience of MY ENTIRE LIFE

You guys are joke. The way you run your business should be illegal.

I called in because I have a dead zone in my apartment. My kitchen and living room usually don’t have a signal, or have a very weak and useless signal. I was told that if I upgrade to Xfinity connect, I’d receive WiFi extender pods for free. Only AFTER upgrading my plan did the rep decide to mention that an evaluation needs to take place first. Because I already know where this is going, I ask the rep “what if the assessment says I don’t need pods? What will I do then? I need the internet issue fixed asap” and I was told word for word “don’t worry, you will 100% get the free pods”. This was all via chat feature in the app by the way, so the conversation is documented.

During this same call, the rep tried to sell me a mobile plan. I was looking to cancel ATT anyway, so I said I was interested, but I didn’t think my phone was paid off with ATT yet. The rep asks me for my IMEI number and says he’ll use it to contact ATT and confirm that my phone is paid off so that we can get the ball rolling and get my line switched over. He comes back and says yes, I’ve confirmed it’s paid off and your line can be released. I sign the paperwork and go through the process. When it’s time to cancel my line on the ATT app, I’m met with an error message saying that I still have 12 MONTHS left of payments on my phone and I am unable to cancel unless I pay the full amount.

At this point I’m fuming because this rep literally just lied to my face to try to make a sale. I said cancel this immediately I don’t want a phone line with you guys. Rep says “okay it was never processed so it’s all set”


A week goes by and I call to find out where the pods are. Turns out the assessment isn’t complete yet. So I tell the rep, okay well I go back to work in 2 weeks after being out on maternity leave for 6 months, so I really need this sorted out immediately.  I was told that my request would be expedited. 



Another week goes by and I’m thinking I should reach out again. In the meantime, Xfinity has called me 4 times to “remind me” to active my phone with my new Xfinity mobile line. I explain OVER AND OVER to each rep that I DO NOT have Xfinity mobile, to make sure it’s not part of my monthly bill, and to STOP calling me about this. Each rep confirms that we are not enrolled in an Xfinity mobile plan. Anyways, I decide to reach back out about the pods. This time, I’m told that they have been shipped and they’re en route. The rep said they don’t have access to the tracking info. I’m suspicious but say okay thanks and I keep an eye out for my shipment. 




Yet another week, still nothing. I reach back out again, but this time I’m told that my assessment showed that I don’t have any dead zones in my apartment and that I should have received a call a while ago letting me know. At this point I’m FURIOUS because of all of the BS nonsense I’ve been hearing from each rep i talk to. I explain to this rep that I DO have a dead zone and that I’m not making this up for fun. I don’t enjoy chasing Xfinity down and explaining the whole story each time because you guys apparently don’t use internal notes. I don’t want the pods for decorations on my shelf. I NEED THEM FOR A DEAD ZONE. 


I demanded to be transferred to a supervisor, and this is where I was absolutely shocked at the unprofessionalism. This person TRULY does not care about their job. I can’t add screenshots but here’s the transcription:


Xfinity - “Hi Miranda. your chat is connected with supervisor related with free pods My name is (name withheld).” 


Me - “Thanks. Do I need to explain or have you reviewed the chat?”

Xfinity - “I have reviewed the chat please be assured your ticket has been raised for the free pods when the you will receive the update for the pods as the assessment has to be done after that if the dead spot found you get the fi pods please be assured you will get the email for that” 

Me - “What? Am I in the twilight zone? You reviewed the chat? Then you know that the assessment was already done and that they denied me”

Me - “And that's why l'm furious was because the only reason why I signed up for Xfinity connect in the first place was because the agent assured me that I would 100% receive free pods if I upgraded the service”

Me - “Which you can find documentation of that as well because it was all through chat”

Me - “Did you seriously just tell me that you reviewed the chat when you didn't?”

Xfinity - “Now the ticket has been raised the please wait for sometime you can also chat back after sometime or call on the number as approx 1-2 days the ticket will take time let me help you with the ticket number
ECMO010370485 you can also go to the store and have the pods” 

Me - “What are you even talking about? Are you under the influence? You're not making any sense”

Me - “what do you mean the ticket has been raised? What does that mean? No I'm not going to the store to buy the pods that's what this whole conversation is about”

Me - “I feel like I'm being Pranked right now. you're literally not even taking the time or effort to review what is happening in this situation”

Xfinity - “Can you please confirm if you have received the email stating that you are eligible for the free xFi Pods?”

Me - “No like I said before I didn't receive anything about the pods. Yet when I reached out to you guys on October 22 l was told that they were in transit. This is absolutely absurd.”

Xfinity - “asdajfsd, kasvwenjflwepfk2j e”

Me - “i don't care whether they concluded that I was in a dead zone or not if you guys don't send me the pods I'm going to cancel all of my services with you”

Me - “i was sold an upgraded plan under the guise of a total lie”

Me - “Oh that's real mature bang on the keyboard”

Me -“are you either a bot or a child? Am I really speaking with an Xfinity customer service SUPERVISOR? Because this is crazy” 


Xfinity left the chat.
 

BUT WAIT THERES MORE! I got an email letting me know that the end of my XFINITY MOBILE billing cycle is complete and my Mastercard on file will be charged on such and such date. I reached out AGAIN today only be told they don’t know what I’m talking about and I don’t have Xfinity mobile. I swear to god if my Mastercard gets charged I’m going to file a lawsuit against you guys. 


AFTER ALL THIS MY ISSUE IS STILL NOT RESOLVED. The only reason I haven’t my services yet is because I have to wait a few weeks to take a day off to make the switch because like I said I just got back from 6 months of maternity leave. I CANT WAIT to finally call you guys and tell you to cancel all of my services.