Xfinity ceo please read. There’s plenty of record on your end to back up all of this. Longest read. Please share this with everyone

This is a long read I know. Will anyone do Anything… this is probably the longest review or question ever. Please help me get this straight. Is there anyone at Xfinity that can make this right??? The ceo should. It took me 4 hours to type and voice to text because this website seems to glitch sometimes and I was at least half way through twice and the words erased themselves. After reading this you may understand why I have the patience to retype this whole thing. This is nothing compared to what you are about to read that I have went and are still going through. The phone is still “activating” according to the app. I haven’t been paid back for the thousand dollar charge placed by y’all last month. I literally just made the final payment on the phone I was stuck with paying for 2 years while not having the phone. Please read and share this. If you happen to have decision making power within Xfinity then please look into my situation personally or forward it to someone else like everyone in Xfinity seems to do. And here it goes.

I have been a loyal Xfinity customer for seven years and to be honest I still don’t know why. Thinking back, I recall having consistently bad customer service issues with my Cable/Internet bill a couple of years before I decided to try their mobile service. I really wish that someone would make this right. To make a long story short due to poor sir service on the part of Xfinity’s customer service. I have been forced to buy two new phones and recently charged for a third one while attempting to replace my 12pro max, never received the replacement and reached out for the shipping information and found out that the replacement phone was lost sometime after creating the shipping label and before taking it to have it shipped so I had to reach out to Xfinity three more times before I got connected with someone that I understood not only what I was saying about the shipping but also what it meant, and they issued out another replacement which was on day 17 after filing the claim and losing use of the phone. On day 20 I still haven’t received the replacement foam and the representative called me and informed me that the shipment would be a little late because of the holiday shipping but that I will not be charged $1000 for not getting the phone turned in in time. Shortly before Christmas I was charged randomly $1000 which overdrafted my bank messed up some Christmas shopping for my children and racked up fees for my bank account being in the negative so much. I was never given a date that the broken phone had to be turned in by and started a new job on top of the holidays along with the hassle of trying to use a friends phone while dealing with all the errors on the part of Xfinity, when I made an error and  mailing the broken phone slipped my mind, you better believe that I would have to pay for it. The ultimate result is the most expensive phone I think on the market. I’ve paid for it like 4 times and that’s not even my main issue. It seems that is a bit unfair. I wish someone with authority would read this and reach out to me to make this, right. 

During everything I just explained I was still trying to get my stepdad to join my phone plan because he needed a new phone. I saw the promotion to take $450 off of a new iPhone if a new line is started and you port an accepted number over. We went up to the store and spoke with the young lady working at the Xfinity store about getting an iPhone. We ask her what provider service number would be acceptable in order to stay qualified for the promotion. She confirmed that the number we provided would work fine and started the process. Little did I know that 40+ days later the process is still not complete. I have a time stamped photo and screen recording of the app stating that the phone is still activating…. The phone didn’t activate in the store after about a half an hour and the young lady said that because of the type of number it will take 24 to 48 hours, which had she disclosed that upfront then we would’ve not purchased the new phone at this time. She instead said only a few minutes and that she had just ported a phone over the day before with the same carrier and it was done before they left the store. We needed it sooner than 2 days because my stepdad had to leave in 10 hours to go out of state to work and needed a phone. Four days passed and there were still no activation so we went up to the store to see what was going on and of course nothing.

The store was no help as they said that the phone was still activating and that the system showed it was spinning which meant it was in the process of activating and all we could do is wait. Meanwhile, in grown-up land, we need a cell phone for something other than games and photos.. like work…and my stepdad had no phone. The workers sent us on our way and my step dad said he would give it three more days and he would have to find something else because the phone that he was borrowing belongs to someone who needed the phone back and we had already paid an additional $71 to start the phone for the month. On Sunday the three days were up..leading up to then I had called in to customer service twice hoping someone would help and I chatted with one employee online. All three reps mysteriously drop the call or just stop responding to my messages after about 20 minutes of investigating and drawing blanks. So we go back up to the store the 4th time in, and we were told that the problem was solved by the young lady that we began this journey with. Apparently she had entered a wrong digit in the number which created an error in which they can see in the system exactly what the problem was, therefore, she could correct it. I confirmed the right number that I had given her the first time and we were told after 30 minutes of trying “ oh yeah, this is the service that takes 24 to 48 hours to activate but Im making a note so I will call and check on the phone to make sure it activates this time”.

Three days later there was no call from Xfinity, numerous, at least 7-8 representatives have hung up on me or just stopped responding to my text online; I personally spent many hours on the phone, reading and trying to activate it and the phone yet I still wasn’t able to activate it.

I took it back up to the store and requested a refund because my stepdad who had to have a phone went with another carrier, because in his case the phone was in necessity for his work. Good thing he did different than I did. The same young lady that started this is again trying to get the phone to activate. I interrupted her and said “ma’am, I would like to return the phone which had not even been out of the box and get my refund”. She strangely did not respond back at all, and just carried on with the routine of trying to activate this phone as if she had never heard me speak in the first place. In no way was she trying to be rude, she just carried on like she had a mission to get the phone working as she should have the time before and every time before that, since it is her job. At this point I’ve encountered some 25+ employees of an Xfinity with new business on a line that’s over five years old and been made to feel anything but a customer. AND IM PAYING FOR THIS. I spoke up again and asked about the refund and she just passively told me that it’s been too many days which I asked how many days is the cut off for returns, and she just responded that I was passed the cut off date. I explained to her everything I had experienced, which she was guilty of almost all of the same things the other representative did. I also explain to her that my stepdad ended up going to another carrier because the phone won’t work in which she responded. “Why in the world would he do that?” And looked honestly confused. I told her he needed a phone for shop work because he goes out of state and needs a cell phone. She just kept telling me that she was going to get my phone activated this time and I told her I don’t have any use for a second line in the second phone but at least I’ll be getting $450 off and only had to pay $10 a month for the phone for the next 2 years.

Fast forward about an hour, she tells me that she needs to find a Sim card for it in the back but she will be back shortly. When she came out from the back, she looked very upset as if she had been crying. The phone is strangely in the bottom of a red Xfinity bag that she hands to me and tells me that it should be within 24 to 48 hours… she hopes… and tells me to have a good night as it was closing time for the store. I get out to my vehicle as frustrated as a thought was possible, take the phone out of the bag to place in the box my hand, and noticed that the back of the phone itself is cracked been dropped. The first time and the phone was taken out of the box was by her second and third times. This was the first time I physically touch the phone and it’s broken. I go back up to the door of the now closed Xfinity store that had 2 workers standing at the counter about 25 feet from the door, who acted like they couldn’t see me, or hear me knocking on the glass. After about 5 minutes i’ve been continuously knocking saying please someone come to the door. I just need about 60 seconds of the managers time but yet the worker still couldn’t hear me and didn’t acknowledge my existence. At this point they had to know me by name and I believe they knew exactly why I was knocking on the door but didn’t want to take the time to do their job. I believe they both knew their coworker did break the phone as well as hear me beating on the glass at night with an empty store yelling please come to the door.

Fast forward a week or two to the 29th day and the phone still not active. I spoke to five reps two on the phone and three through the chat feature of the app, and I was told that the phone was still spinning in activation, but it was the same outcome as all the others were the chat members stopped responding and one transferred me to a different department. It had nobody in it except for, an inactive line of people where I stayed eight in line for three hours and the phone calls both hung up on me. The time limit for activating the phone was almost up and it was going to cost me an additional $450 for a phone that I didn’t need at all , due to issues that I had no control of. I was just responsible for paying for it. Oh, and the glass is broken on the back by none other than, and Xfinity representative, who, like in all other situations, refused to take ownership and do the right thing. On the 30th day I end up having to work late but I rushed to the Xfinity store at a quarter till closing and speak to a manager who calls in to the support line explained the situation with empathy towards me, tells the other representative that they as employees should be ashamed for themselves, and for the rest of the people that work with them, they have allowed it to go to this point. I could tell by the conversation that the representative on the other line was being again passive and the rep in person scolded him numerous times with the soul mission to get it done no matter what. At this point it’s a quarter after closing and he tells me that Xfinity‘s internal system is showing that my phone is activated and he discovers that there’s never a Sim card put in the phone in the first place by the first representative, including the time that the phone was broken  says he’s doing a ride up on my situation in order to get the phone swapped out for a new one but that the Sim card takes 20 minutes to activate and he needed to get home. Of course I had an understanding for his situation and I was beyond exhausted of all patience, but still had the decency told him I would sit outside for 20 minutes in the parking lot and hopefully it will activate with no problem . 20 minutes past I tried to activate it and I got a message saying that the phone cannot be activated. I kept an hour in the store and noticed that the manager had not left the store yet nor had the other worker. I go back to the door which is locked and the manager immediately walked to the back of the store acting like he’s busy and workers there stand at the register talking to two other customers that were still in the store and I knock on the door for 10 minutes. The worker definitely saw me there because she looked at her watch and then said we’re closed. The manager never came back out while I was knocking Hung my head in defeat and walked back to my vehicle, distraught and not understanding how to work for us, but this country has gotten so bad, so standard lazy, and the exact opposite of servitude. 

Fast forward to today.. we are some 45 days in, the second monthly bill is approaching after I paid the initial $75, a bill for a phone that’s gonna cost me full price since I’m not eligible for the promotion bc I didn’t activate it yet, plus insurance plus service plus all of the time, energy, and gas that it has cost me… this is so messed up and 100% because of Xfinity… please help me anyone. 

if I wasn’t so tired, I would share with you the other incident. It was the first phone I got with through Xfinity. They sent me three of the wrong iPhone 12 Pro Maxes is when I pre-ordered before release. Or long story short they dropped the insurance on my 12 promax while keeping insurance on All of the SE’s and when my phone was stolen, I got stuck paying 21 months for a brand new phone that I didn’t even have. I was kicked around and dodged by countless employees and forced to just deal with it because what was I gonna do look at all the trouble I went through on the phone that is clearly not my fault, but obviously 100% Xfinity’s internal issues, but should be blind and that can be blamed. I’m sure my situations rare but it shouldn’t be possible. Please help me it is now my mission to make the whole planet. No about my situation. I took the time to type it all out so now the hard part is over if you read this far, thank you. I have no faith that anyone from Xfinity will read this far. If you don’t understand why then you didn’t just read this far.