Xfinity Customer Service Is The Worst

I'm currently experiencing deep frustration and disappointment. Not only because of the repeated billing errors on my account, but because of the sheer exhaustion of trying to get anyone at Xfinity to truly help me. I feel let down, unheard, and honestly, like just another number to a company I've trusted for over a decade.

Back in April, I called to discuss ways to lower my bill. After a lengthy conversation with a representative, I agreed to a package that included TV, Internet, and Mobile for $150/month for a full year. It felt like a fair offer, and I was genuinely relieved to have some clarity in a time when every dollar counts. But that relief was short-lived.

By June, it became clear that my bill had not been updated to reflect the agreement. I called again, explained the entire situation, and was told not to worry, that it would be fixed. Yet now in July, nothing has changed. I’ve spent over five hours on the phone today, spoken to at least six different representatives, experienced drop calls without a single call back, and still, no resolution. Each time, I’ve had to relive the same frustrating cycle of re-explaining my situation, only to be met with what feels to be scripted apologies and hollow reassurances. To make matters worse, the last person I spoke with said a supervisor would call me back within the hour. It has now been over an hour and still no call.

What hurts the most is the feeling of being invisible, like my time, my trust, and my loyalty as a longtime customer mean nothing.

I’m not asking for anything more than what was promised. I'm simply asking Xfinity to honor the original agreement made in April: $150/month for TV, Internet, and Mobile. I’m respectfully requesting that the billing be backdated to reflect that rate starting in April, and that the overcharges be credited to my account.

I know I’m just one customer, a small voice among many. But that’s exactly the problem. This kind of experience is why customers are leaving. It’s not just about money. It's about respect and feeling like we matter. I am turning to this forum as a last-ditch effort to hopefully come to a resolution.