Visitor
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8 Messages
[Edited] 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.
XfinityJanelle
Official Employee
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1.5K Messages
2 years ago
@user_b41c49 Thank you for reaching out on the Xfinity Community Forums. I am happy to look into the account for you and assist you with your account. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
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• Press Enter to send it
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XfinityJanelle
Official Employee
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1.5K Messages
2 years ago
Great to hear you are working with corporate. If you need anything in the future please do not hesitate to reach out. We are here to assist you. Have a good evening.
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user_b41c49
Visitor
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8 Messages
2 years ago
I would like it noted that the responses from Xfinity show I have accepted the solution. I. Have. Not.
This is an ongoing issue as yet not fully settled. Please do not make decisions for me. That’s how all this mess started.
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user_b41c49
Visitor
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8 Messages
2 years ago
One last galling development. It took a while to figure this out but when we asked for a lower rate for the exact same services we were already receiving, and they gave us that stupid phone that we didn’t want and started charging us without asking, they also took away all of our HBO channels. All of them. If we want them back, we have to pay another $16 a month, which affectively means we saved zero dollars. I wonder how they’ll compensate me for all the aggravation. Oh right — they don’t do that. They actually replaced our Xfinity premier level service with limited basic. Did they say that when we asked for a lower rate and the same services? No they did not. I have already reported them to the FTC and I am preparing to send in information to the attorney general of my state as well as the FCC. [Edited: "Solicitation"]
(edited)
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user_82rsk6
1 Message
2 years ago
This same exact thing is currently happening to me. I was promise a lower bill if I switched my triple play landline over to a google pixel "free" device. Which was fine since I do not use the line at all. Anything to save money with Xfinity since we know that's nearly impossible to do. I have been trying to cancel this service since July after immediately realizing that what I was told was not true. I was now paying more for my "double play" and an additional fee for this new xfinity mobile plan. I have yet to receive a return label in order to cancel the service. They see this in the notes and say they sent it over and over again but I NEVER received it!!!!! It's now November and I am currently on the line with them and I am now being told they cancel my service but since it's past the timeframe to send the phone back I have to pay $450.00 for the device! I am asking over and over again to speak to a manager as this is absolutely unreal at this point. I cannot believe Xfinity is allowing this to happen to their customers with zero support. How can they get away with this????? I am beyond frustrated!
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