Visitor
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2 Messages
Xfinity: fraudulently charges and doesn’t provide the service
Here is what has happened over the past few months:
- I have been charged twice for the same bill on more than one occasion.
- I was told a bill was past due when it had, in fact, already been paid.
- I was incorrectly charged for equipment that had already been returned. I only received that refund after four separate calls and a manager intervention.
- My internet repeatedly stops working.
- A technician was scheduled, but never arrived, and then the internet worked for one day before failing again.
- Every time I reach out, I receive the same scripted response: “let me make this right.” Nothing has actually been corrected.
- Today I went into an Xfinity store myself and picked up a new modem because the CSR could not resolve the issue. The new modem does not work either.
I work from home. The instability of my service is directly impacting my ability to do my job, and at this point, I am being charged for a service that is not being reliably provided. That is unacceptable.
I was on hold for two and a half hours finally got a supervisor only to be told “nothing can be done” and then hung up . The lack of follow-through and the repeated failures to fix my service are unreasonable.
XfinityPaula
Official Employee
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1.8K Messages
2 days ago
Hello user_ctneoq. Thank you for taking the time to reach out to us today on our Xfinity Forums. I'm very sorry to read of all the trouble you have had to deal with for our services and billing. I know how vital it is as a customer that my services are working and that my billing is 100% accurate. I would love to review the account with you and work with my teams to make sure that your account and services are corrected as they should have been. I know you have been given that line that we want to make it right, you have reached the team that will make that happen.
Please send us a direct message with your name and service address. I look forward to helping out and following through with our promise to correct everything.
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user_ctneoq
Visitor
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2 Messages
2 days ago
On the phone with Xfinity since 8 am this morning it is now 5pm and nothing has been resolved. A gentleman did promise that a technician will be out tomorrow 12/09. But from the phone call I just received that conversation with that gentleman doesn’t exist and my appointment is 12/10. I’m so utterly confused by Xfinity— as they seem to not be very customer friendly? This is my livelihood. I am one of a ton of people who work from home, relying solely on the stability of the internet for my income. It’s understandable that it wouldn’t be perfect service all the time. It is NOT understandable that it is impossible- and I do mean impossible to actually get any customer service. I know there are laws that protect consumers from paying and then not having the service provided. Do you know that speaking to a supervisor is impossible? And they are as helpful as the CSR. According to everyone they can’t do anything about anything. They offered credit. What exactly is credit going to do? Is it going to keep me from being terminated from my job because I can never connect to the internet? Is that whole $50 credit going to actually pay full month of their non-existent service? No. I don’t want credit. I have NO problem paying fair and square for my internet. I have a problem paying for a paperweight. I want to pay my bill. I want to pay it in full. I just want someone to get out here to fix the service yall seem content on charging me for without me actually having it.
I’ve kept my end of our contract. Please keep yours.
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XfinityJohnG
Official Employee
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2.3K Messages
20 hours ago
I am very glad to hear they were able to resolve that issue. If you run into any other issues we are happy to assist from here in any way. - XfinityJohnG
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