IS CUSTOMER SERVICE NOT XFINITY EMPLOYEES? Terrible customer service and incorrect charges

m detailing my experience to fix a long-running issue on my Xfinity account (8498...0904927). A resolution is supposedly coming soon, but after countless false promises, I have zero confidence.

1. The Uncorrected Financial Error: A charge for Inactive Voice Modem equipment was wrongly added to my bill starting in January 2025 and has continued for 11 months. The total uncredited financial loss is approximately $\mathbf{\$330.00}$.

2. The Terrible Customer Service and Run-Around:

   • Blame-Shifting: Agents immediately suggested the problem was my fault for not meticulously checking "page 3 of the bill," instead of fixing their mistake.

   • Systemic Waste of Time: My resolution attempt required over an hour, involved multiple disconnections, and forced me to re-explain the history to multiple agents (Vikas, Divyani, Bindriya).

   • False Promises: Agents used a "system limitation" to deny the full credit and, despite a supervisor promising a $130$ credit, that money was never applied.

   • Failed Escalation: The issue generated two failed escalation tickets (ECM0018136409 and ECM0018146836), showing a complete breakdown in the process.

   • Other Issues: I also have redundant charges, including being billed twice for Netflix.

It should not take over 11 months and multiple ticket failures just for Xfinity to fix a documented error and stop the double-billing. I expect the upcoming resolution to be the final one.

While I can't confirm the employment status of Xfinity agents, my experience shows they do not possess the authority or system access needed to fix complex errors.

• Problem: Agents (Vikas, Divyani) repeatedly told me my account was 'not eligible for additional credits' for the 11-month billing error, citing 'system limitations'.

• Result: This forced me to repeatedly escalate to a supervisor and file multiple tickets (ECM0018136409 and ECM0018146836), demonstrating that the front-line staff lacked the ability to implement the necessary fix.