Xfinity [Edited]

January 2023 we changed our Comcast home service. St that time, the company (comcast) offer us and relayed to us that we qualified for 2 free iPhone 12's. When the billing started in February 2023, I saw that we were being charged $33 a month each per phone. Contacted customer service and received billing credits for February 2023, March 2023 and was told to call in April 2023 for further credits. Called in April 2023 and did receive credits for both phones. May 11, 2023, online chatted with customer service requesting a credit for the 2 phones again. Was told by "Mayank" that the credits were applied and would be reflected in a few business days. No credits were applied as of May 17, 2023. Contacted via online chat on May 17, 2023. Chatted with "Rohit", spent an hour only to be told there was nothing to be done. Requested they call me. Spent an hour on the phone with "Star", she explained it was not my fault as to the improper charges and said in order to resolve the conflict in their system, I would need to phone numbers to add to my account so the "free" phone offer would resolve. She said to go to Google and purchase 2 lines, which I did. She said she would call me back in 200 minutes (call ended approx 830pm est) to finish the correction. 45 minutes later, no call. So, I called back, and no one knows who this person is and again refused to correct the billing problem. When I requested a manager, I was placed on hold and left there for 30 minutes at which time I hung up. May 18, 2023, I went to a physical Xfinity location in Salisbury MD to see if the problem could be corrected and the Local people said they could not help with the issue. Suggested that I cancel my service and sell the phones an hope to recoup my losses. Since then I have contacted BBB. The received a response from Comcast stating they could not contact me. They left a contact number and extension which does not exist. The agents name dopes not even register in the search prompt. I spoke with ANOTHER agent in the interim, in May 2023 and was informed this issue had been resolved and would be reflected on my next billing. That was 2 billing cycles ago, still nothing. It is impossible to speak to the same agent in order to get some continuity of service. Below is the response from the non-existent agent to the BBB. Tru it, you won't get thru. 

"Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by John [Edited: "Personal Information"] regarding Xfinity service.

I made several attempts to contact Mr. [Edited: "Personal Information"] via telephone and email. Although I was unable to reach Mr. [Edited: "Personal Information"], a review was completed on the account. Our records indicate Mr. [Edited: "Personal Information"] purchased two Apple iPhone 12 mini's, 256 IMEI's ending in [Edited: "Personal Information"] and [Edited: "Personal Information"] over the phone with Xfinity specialist on January 19, 2023.  At the time of purchase, Xfinity was running the promotion iPhone 12 Mini on Us. To qualify customers had to add to a new line of service with a device payment plan and port an existing phone number from another carrier within 30 days of purchase. Mr. [Edited: "Personal Information"] purchased the devices on new lines however, he did not qualify for the promotion due to him not porting in a number. On February 13, 2023, Mr. [Edited: "Personal Information"] was advised he did not qualify for the promotion, he requested to return the devices, however, they were never returned and is still being used on the account. Courtesy credits were applied to the account and reflect the February 9, March 9, and April 9, 2023, billing statements. There are no additional credits to be applied for this issue.

I apologized for any inconvenience that may have been caused while attempting to resolve this matter.

I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at [Edited: "Personal Information"] Extension [Edited: "Personal Information"].

Sincerely,


[Edited: "Personal Information"]
XM Executive Resolutions"

It would seem I am stuck with this over billing and lies from Comcast, but as soon as I can get free, i will be gone.