Why Does Xfinity Mobile Allow Unethical Deceptive and Illegal Practices in Customer Which Violations Regulated by the FTC and FCC?

Dear Xfinity,

I must express my extreme dissatisfaction with one of the worst customer service interactions I have ever experienced during my years as an Xfinity customer. This incident, coupled with ongoing frustrations with your services, occurred on Friday, November 22, 2024.

On that morning, I contacted Xfinity Mobile customer service to request a refund for an automatic payment of $181.43 charged to my Visa on file. I can confirm my typical monthly bill over the past 18 months is approximately $24 - $35, so this sudden spike was alarming.

The first representative, Jack, refused to provide an employee ID and claimed he didn’t have access to my payment history—only to admit otherwise when I pressed further. After reviewing my payments, I pointed out that the charge was highly unusual. Jack instead focused on my data usage, which I already knew, and refused to address the discrepancy or to look at my 18 month payment history. I then requested to speak to his supervisor.

The supervisor, James, also refused to provide an employee ID and dismissed my concerns, stating there was nothing he could do to issue a refund or investigate further. I explained that I work from home, primarily using Wi-Fi on my devices, and asked why I had not received proper data usage alerts. James claimed that I received notifications on September 30 and October 1, 2024, but none after that, as Xfinity only sends alerts up to 100% usage. This directly contradicts Xfinity’s By the Gig policy, which states customers receive alerts at 50%, 80%, and 100%, and additional notifications for each overage. When I requested evidence of these alerts, James admitted none were sent, violating your stated policy.

I asked to escalate the issue further and speak to his manager, but James claimed his manager was unavailable. I asked why, and James stated, and I quote, “I have no clue.” When I said that answer was unacceptable, James changed his response, citing “his manager was unavailable because they were outside of working hours,” that do not align with a customer service team’s availability. After 38 minutes on the call, I ended the conversation with no resolution.

This experience was both unacceptable and unethical. Failing to notify customers of data usage while overcharging them violates basic consumer trust. I will be filing formal complaints with the FCC and FTC, as this behavior is not only unethical but potentially illegal.

I urge Xfinity to address these systemic issues and take corrective action to ensure customers are treated fairly and honestly.