Scammed by Xfinity & Xfinity Mobile
I tried to lower my bill in late May and it has been nothing but a nightmare. I was sent equipment that had someone else's recordings on it and they continue to show up. I was promised the same level of service I had before but my DVR storage space was cut to 20 hours instead of 150 so I lost an enormous amount of recorded material -- yet I still continue to get scheduled recordings for whoever had my X1 box before me. I was given a lower rate for TV and cable if I agreed to accept an Xfinity mobile phone “at no charge” to replace my free Xfinity landline. I did this but was never instructed, asked nor told that there would be a $15 a month charge for the service, effectively erasing any savings I was getting with new plan. I have spent at least 18 hours on chat and phone calls trying to straighten all this mess out. I've been cut off. I have been handed off to people that didn't answer. I have spent hours upon hours trying to get to the bottom of this -- one customer service rep told me I should've been informed that there would be a monthly charge for the phone. I was not. All the email materials I received afterward never mentioned a fee for the mobile service and I read through everything before I signed. I asked multiple times that the mobile customer service reps supply me with proof that I had agreed to this arrangement, they could not. In addition Xfinity created an Xfinity mobile account for us, and put our credit card on there for auto pay, none of which we agreed to. When I called about canceling the mobile I was told there would be a $200 charge for early termination plus an unknown restocking fee. I was told I could get the landline restored but no straight answer as to cost for that or how long it would take.
They also set up my new contract for auto pay, which I did not ask for. I will be filing a formal complaint with the FCC, the Better Business Bureau, and the Washington state attorney generals office.