1-STAR REVIEW

This has been, without question, one of the most frustrating customer service experiences I have ever had.

My fiancé and I were Xfinity Internet customers for about two years. Earlier this year, we moved to a new home where Xfinity’s internet service was extremely slow, so we decided to switch to another provider. When we canceled our Xfinity service in early April, we made it very clear that everything associated with our account—including the free Xfinity Mobile lines that came with our internet promotion—needed to be canceled as well. We returned all of the equipment, including the modem, and were told that everything had been successfully closed.

Unfortunately, that was not the case.

Because we previously had multiple accounts (one under my name and one under my fiancé’s name at our old address, and later new accounts at our new address), the account situation became complicated. We even visited an Xfinity store, where we were told they would close all of the old accounts and consolidate everything under one account. We trusted that everything had finally been taken care of.

Since we canceled our service in April, there should have been zero charges on either of our credit cards.

Instead, we continued to be charged every single month.

When I first noticed the charges, I contacted Xfinity customer service. The representative assured me that everything had been closed properly, that I would receive a refund, and that there would be no future charges.

However, none of those promises were ultimately fulfilled.

The charges continued.

At the same time, my fiancé was also being charged different amounts every month for reasons that no one could clearly explain.

We then visited an Xfinity store, where an employee discovered that two Xfinity Mobile lines had never been canceled and were still active. Those lines were closed, and once again we were assured that the issue had finally been resolved.

It was not.

Over the past several months, I have contacted Xfinity Mobile at least four or five separate times. Each time, representatives told us the same thing:

• Our accounts were fully closed.
• Refunds would be processed.
• We would not be charged again.

Unfortunately, the same issue continued to happen.

To make matters worse, Xfinity would not provide any written or email confirmation of what was promised over the phone. Everything was communicated verbally, leaving us with no documentation when the charges continued again the following month.

One of the most frustrating experiences happened during our most recent attempt to resolve this issue. We spent nearly three hours trying to get help. When we requested escalation to a supervisor, the representative placed us on hold for almost two hours. No supervisor ever joined the call, and no one returned to check on us. We were simply left waiting without any resolution.

Before ending that interaction, the representative once again strongly assured both of us that the issue had been fixed and that this would not happen again.

A month later, it happened again.

We received another email stating that we would be charged for the next billing cycle.

At that point, we had completely lost confidence that Xfinity would resolve this issue. We contacted both of our credit card companies to dispute the charges that occurred after our services were canceled and requested that future unauthorized charges from Xfinity be blocked.

Instead of resolving the problem, Xfinity began sending emails and text messages stating that we had unpaid balances, that they would attempt to collect the debt, and that additional charges would continue to be applied.

This is extremely frustrating after repeatedly being told that our accounts had been properly closed.

At this point, we have exhausted every option available to us through Xfinity. We have made multiple phone calls, visited stores, spent hours on hold, requested escalation, and given Xfinity numerous opportunities to correct this issue.

Nothing has worked.

The most disappointing part is not even the money anymore—it is the amount of time and effort this has taken.

Every month, instead of enjoying my personal time, I have had to spend hours explaining the same situation to different representatives, waiting on hold, visiting stores, and hearing the same assurances that the issue has been resolved, only to experience the same problem again.

No customer should have to spend months disputing charges for services that were canceled, especially after repeatedly being told the issue was already fixed.

I am sharing this review to warn other customers and to bring attention to this ongoing issue. This is not a one-time mistake; it is a repeated failure in communication, account management, and customer support.

I hope someone from Xfinity’s corporate customer relations team takes ownership of this situation, reviews our account history, and finally resolves this matter properly.

After this experience, Xfinity has permanently lost my trust and my business. A company of this size should be able to cancel an account correctly and honor the commitments made to its customers. Unfortunately, that was not our experience.