BEWARE OF XFINITY AGENTS incompetence on promotions (or scam/fraud)

Beware of the Sales agents scamming you with false promotions and rushing you to accept via push message before you fully review mountains of detailed info that protects the parent company from Fraud. This should be a class action lawsuit.

I called into Xfinity back in April 2025 to try to ask about promotions since I just had a promo discount end. The only thing available that made any sense was to add a mobile line to lower my internet bill by $10. It was pitched to me as a multi-service discount promo. The only problem was I am in contract with AT&T and I switched from Verizon because the service doesn't work at my home residence. The sales agent reassured me that Xfinity now partners with ALL wireless towers and the technology chooses the best option. I found out that this is FALSE, 70%+ are still Verizon and only in select markets that have multiple options available. Also, no one (8 different people) have ever heard of the multi-service discount across their Mobile or Internet departments and basically each are treated as separate entities.

I was also told I was eligible for a free phone if I kept the service for 2 years, and would get the phone line for free for the first 12 months, only to pay taxes, everything would be billed and then discounted as part of the promotion. This made sense for me, as I only have about 1 year left on my AT&T device payment plan.

Turns out, which I found out for the first time today after 7 other calls, that you have to port in an existing number from a different service provider to be true. To me, this makes no sense. Why would you need a new phone if you already have a phone with another provider?

So now, I have 2 phones with 2 different service providers, and being fully billed for each with device payments on each.

I was billed in May and had to call in for a correction to the bill not matching what I was promised over the phone. When I did, I told them I didn't want the phone anymore and since I only activated it 10 days ago, I was within the 15 day period. They told me that their policy was within 15 days of shipment. The phone delivered 5 days after the order and I was on a flight to get onto a cruise ship vacation. By the time I got home, it was nearly the end of that period, which I explained how I told the Sales rep when I called that I was about to leave town for a family vacation, she reassured me that it was 15 days from activation to decide if I want to keep it out not, and the service was month to month. And I made the mistake to wait a few weeks to try out the new phone which I didnt really need.

The new customer service rep that I spoke with told me that I was approved for an exception. They were emailing me a return label. THat email never came, only an email with a FAQ link. I thought maybe they were going to mail the return label.

I called back a week later. Same thing, that new billing specialist approved the return and I would be getting an email. Same email. I had her send it twice to make sure she thought she was sending the return label but what I received was the FAQ link. She told me I had to go into the store to return it as the only option.

I went into the store and no one would help, they had a 4"x4" printed 1-888-xxx-xxxx number for corporate customer service. I was essentially walked out of the store when I got upset. They told me to never expect customer service at the store, only to get sold a new service or device....

I escalated to a manager on the 1888#. The manager said that their recorded calls usually get deleted within 30 days but sometimes 45 days and they would file for a review.

I called back weeks later and they new manager told me that the case was still open and there was 1 more day left on the timeframe for them to follow up.

Nothing. No call, email, text, mail, or app based communication except a new bill with more charges on my most recent bill. I called today and the manager explained that the request to review the recorded call was denied and my case was closed for misleading their customer (10+ years of internet)

This company even sent me to collections when I transferred my service from IL to TN when I relocated, and they kept mailing the old address on file which I never received anything forwarded by USPS, the CC on file was being denied bc the zip code changed, and they assumed I was trying to get out of an early termination promotion and/or not returning equipment, even while I was being billed at my new service address! They said it was different regions that didnt commuincate.

I would avoid XFINITY. My only other option where I live would be to get satellite internet