Longtime customer forced to cancel

I’ve been a loyal Xfinity customer for over two years with three mobile lines, two watches, cable, and internet — always paid on time with autopay and never needed support until recently.

A few weeks ago, a summer storm blew out our internet equipment. I was told no tech could come for six days, leaving me with no working internet while working from home. Out of necessity, we canceled all services and moved to Verizon — not because we wanted to, but because we had no option.

Verizon’s service was poor, so we returned to Xfinity for internet and began the process of restoring cable and mobile. During a 2.5-hour call, I asked the rep if there would be any fees to move my mobile line back — she said no. When we went to finalize, I saw a $25 activation fee. When I pointed this out, she brushed it off, saying, “You’re not paying anything today,” ignoring the earlier misinformation.

I escalated to a manager who sounded robotic, refused to help, and denied me contact with any supervisor or Office of the President. Today I also learned that my internet and cable will now cost $35 more per month, even though management previously assured us we’d keep our grandfathered pricing if we returned or stayed.

When I reminded the rep of that promise, she said: “Sorry, whatever they told you, I can’t help you with that.”

I have spent countless hours trying to fix a situation that was never my fault, only to be misled and treated like I have no history with your company. This is incredibly frustrating and unfair.

What I’m asking for:

    •    Waive the $25 mobile activation fee

    •    Honor the grandfathered pricing I was promised when I was forced to cancel

    •    An escalation contact or executive resolution team follow-up

If I do not receive a fair resolution I am prepared to escalate this complaint to the FCC and relevant consumer protection agencies 

Sincerely,

Chad & Lisa Henry