billing

I really like the practice of the “whole Community” idea of Xfinity and Comcast. I appreciate the reach that Xfinity has in our communities and how they serve the greater good with the many programs and many sponsorships.

How can you improve, well I have been dealing with a troubling scenario for me. Now please understand that this is abbreviated.

I had been a quite loyal Xfinity Internet and Cable customer for over 10 years now. I also was a loyal customer with Sprint for my cell service for nearly 30 years until they merged with T-Mobile…then things weren’t the same for whatever reason. In October of 2023 we decided to combine all of service into Xfinity and at the time there were many promotions going on, bundling, BOGO, contracts, paperless billing, packages, so we got new phones (2 exactly the same) with BOGO made the switch, combined the services looked forward to the lower costs and slowly the costs would increase only later to find out that the discounts or as they called “bill credits” weren’t coming as smooth as promised.

After several months of chatting calling and visiting, I just seemed to let it go. That was until this latest bill when again the cost rose. I went in to visit my local Xfinity Store to see if I could rearrange my plans to reduce or eliminate my cable service and how much would it cost.

Well, the representative informed me that my Xfinity mobile BOGO credit had never been realized and that I should call in as I was likely due a nearly $350.00 credit and to do that before changing anything else, so that what I began.

On the evening of July 30, 2024 I started by  a live agent chat with Xfinity mobile, after being transferred to 4 live chat agents and confirmation of the mistake I have saved all the transcripts) I requested a call from customer service which resulted in an additional 1 hour 54 minute 23 second call (much of it on hold) my issues were confirmed and were what called escalated and  from which I was told that I would be receiving an email within 48 hours that would confirm a $210 dollar credit applied to my mobile account and an extension of the BOGO promotion.

Today is Saturday, August 3, I did not receive an email nor any communication so I called customer service to find out why and after an additional 1 hour 31-minute call (much of it on hold) much of the information was reiterated to me with no explanation why I didn’t get an email or a call or any communication. On top of it…the call mysteriously disconnected and they haven’t called back and this is 5:42pm CST Sunday, August 3, 2024.

What happened to Our commitment to every customer: Respect your time, Simplify your experience, Make things right if we fall short. Each encounter was recorded, at least I gave permission for it to be recorded and I have transcripts of all the chats which I am sure are stored somewhere after all you are seriously an amazing technology company. I don’t know what else to say.

Thanks for listening. James [Edited: "Personal Information"]