Supervisors covering up representatives lies

I would never recommend Xfinity to anyone.

I have been a loyal Xfinity customer for 18 years, but the way this situation has been handled has completely changed my opinion of the company.

For the past year and a half, I have repeatedly tried to resolve an issue involving two watches that I never wanted or requested. A representative contacted me about a promotion and insisted on sending me two watches, even after I clearly told him that I did not need or want them. I was specifically told that the watches were free and that receiving them would not increase my bill.

After receiving the watches, I discovered that they were not free and that my bill had increased. I immediately contacted Xfinity Customer Service to dispute the charges. I was instructed to take the watches to my nearest Xfinity store, which I did at the Plain Street location in Lowell, Massachusetts.

At the store, I spoke with a supervisor who attempted to have the watches returned to Xfinity. Unfortunately, he was unable to process the return. He then put me on the phone with Customer Service, but they were also unable to reissue the watches back to the store.

I made it clear to the supervisor that I did not want to take the watches back home with me. He asked me to take them with me temporarily and assured me that a representative would contact me and send me a prepaid, stamped return envelope so I could send the watches back. I agreed, but I never received the return envelope or any follow-up from Xfinity.

I subsequently contacted Xfinity again and explained the entire situation. During that conversation, another supervisor reviewed my account and acknowledged that the records showed the representative had told me the watches were free.

Despite all of this, on October 17, 2026, $306 was charged to my checking account for the watches.

I contacted Xfinity again to dispute the charge. Unfortunately, the supervisor I spoke with was extremely rude and dismissive. Rather than reviewing the documentation and the history of my attempts to return the watches, he simply told me that Xfinity was not going to do anything for me and that I would have to pay for the watches.

He also told me that the time period for returning the watches had expired. I explained that I had challenged this issue years ago and had repeatedly attempted to return the watches, but he dismissed my explanation and refused to meaningfully review the circumstances.

This is not how an 18-year loyal customer should be treated.

What is especially frustrating is that I did exactly what Xfinity instructed me to do. I attempted to return the watches. I went to the store. I spoke with a supervisor. Customer Service was involved. Another supervisor later acknowledged that the records supported my statement that I had been told the watches were free. Yet now I am being held responsible because Xfinity failed to properly process the return and failed to follow up as promised.

It is unacceptable to tell a customer that something is free, charge them for it anyway, acknowledge that the customer was given incorrect information, and then refuse to correct the problem because a return deadline has supposedly passed.

After 18 years of loyalty, this experience has left me feeling that Xfinity is more interested in collecting money than listening to its customers or addressing legitimate complaints. The representatives who provided incorrect information should not be protected by supervisors who refuse to examine the facts and documentation.

I am requesting that Xfinity review the complete history of this matter, including the prior customer-service contacts, store visit, notes on my account, and any documentation regarding the watches. I am also requesting that the $306 charge be reversed and that I be provided with a proper return method for the watches.

I have been a loyal customer for 18 years. Unfortunately, this experience has made me question whether that loyalty means anything to Xfinity.