Visitor
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2 Messages
Xfinity
To whom it may concern:
This letter is in response to xfinity, formally known as comcast.
On Friday, September 19th, I woke up per usual to check my phone, messages, etc and start my day. I own a business, so this phone is both my personal and business phone. My phone was not working 100%. I could receive some texts and use my wifi to use any socials, but could not make calls, or send text. When someone went to call me, it went straight to voicemail.
I had not received any alerts via email, phone, text or mail that said there were any issues with my account or xfinity.
This was not my first issue with xfinity since I signed up in January, 2025.
In January as I was starting out doing more in my business, I needed faster internet access. I called xfinity and reached a agent. She told me about the internet, free apps, free phone and free line for a year deal. After a much thought out process, I said yes. I liked my current carrier; cricket; but a free phone and service and so many discounts on my services got me. Bad decision, but hindsight is 20/20. Unbeknownst to me, xfinity have 2 mobiles. One is prepay, one is monthly. Well she put me in the wrong mobile, prepay. I didn't know this. When I found out, I called to get it corrected. No help. Asked for a supervisor to go over her recordings from the sale, as I wanted to file a complaint, no help. I gave up. I have a feeling this happens a lot dealing with xfinity.
As the months went on, paying my bills on time, no issues, until now. Its has been 6 days with my number in lingo. I had a person drop a contract with me, which cost money. I had a family emergency come up, didn't know. I had my manager at my 2nd job write me up for being on the phone with xfinity at work. (I use a text now number when by internet only, as that I how it works) I had to, I am missing money everywhere and having family issues. I have a relative who is very sick who I cannot keep up on right. I have spent several hours on chat, on the phone, and in person at the store. Each person sends me to someone else, its a neverending circle. If I had to estimate, I would say I have probably spent over 12 hours dealing with xfinity, and still no answers. One agent gave me a $10 credit. No matter what job in the world you have, you most likely do not make $10 a week. It was a insult.
I went to cricket on the 23rd of september after several days of getting the run around and no answers or phone, and went to switch back over. The xfinity store I went to the day before said there is no contracts under my name and I am free to move any services. When I came in, phone and Sim unlocked. I have the my account number and the pin, and they started the process to move me. There was a delay because xfinity did not fully release me. Cricket customer service agent and I called xfinity, who said they had to reconnect service for me to move it and after that I could. They allegedly reconnected my services, but then locked phone and Sim card. When we called back, the agent said there was a contract. (There is none on a month by month phone) I paid cricket for the first month because xfinity let me get to the part where you enter the Sim, it is entered, but they locked it. Now that is another financial loss.
When I got home, I once again went into chat and spoke to a agent who said it would be 6-10 hours as he escalated it. Woke up today, and no phone still. Day 6. Went back into chat, several agents later, same story. One agent said they were trying to activate my phone. No. I want to leave xfinity. It is like trying to leave a bad relationship where you tried and tried to fix it and now they won't let you leave, they are holding you hostage, won't give you your stuff back. Its over, xfinity! I will spend a million dollars if it means getting away from you! You lie, cheat and steal.
So many stories and lies, laziness and just plain ignorance on the end of xfinity.i just read a article that they are losing customers left and right. No kidding. Look at how you operate. Terrible customer service from poorly trained agents with no knowledge of their products and do not care to help you and won't, switch and bait pricing methods, inability to work on your own account on your end, and tricks like this to keep you stuck. If I ever get out of this mess, I wouldnt come back to xfinity if it was free. I wouldnt wish it on my worse enemy.
I am asking for a resolution in them releasing me from their grasps fully and compensation for time wasted and money lost.
Please let me know if you have any questions.
XfinityRaul
Official Employee
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2.3K Messages
22 days ago
@user_7i694v I appreciate you making us aware of this unlock request issue you're currently experiencing. I'd be more than happy to review your account to see how I can help get this resolved once and for all.
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user_7i694v
Visitor
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2 Messages
22 days ago
I would appreciate it. I have also escalated it to corporate, as well as the fcc and Bbb.
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