Xfinity

If I could give zero stars I would. The customer service is subpar.

Xfinity needs to stop being cheap, and hire AMERICAN workers that speak ENGLISH fluently, grammatically correct and without thick accents. It is nearly impossible to discuss complicated problems with these people when they interchange words such as card and check when speaking to you and understanding what you are telling them. I had a refund due. Even though I had canceled my service(moving to a non-serviceable area by xfinity) it did not cancel for some reason-so I was charged another month.

We had just bought a home, moved, school had just finished, I had a trip I was on and I hadnt caught it until the end of the month. Because it was so close to the automatic payment date-as a measure of safety, the agent removed the payment type on file to prevent further charges as well as canceled/started the cancellation for my account. He said it could go back to my original payment type I had on file. But didnt mention that it needed to be on there still

when I finally got my refund.

Fast forward a few weeks, my equipment was sent back, and I got an email telling your refund is ready! I excitedly opened my email and followed the prompts and links through the email to be given 2 options to receive my refund-refund it to your debit card or payment type on file, or get a prepaid card. Now Ive had prepaid cards before and for Christmas presents, thats fine. But for a utility/cable company that never had to do anything but get exact payment, the way they required it and on time-not okay.

Using prepaid cards are annoying and time consuming. They dont always have pins, they dont always work online, they dont always work at gas pumps.and its nearly IMPOSSIBLE to use them to the last cent, as 1) MOST registers will decline the payment form if it does not cover the entire purchase OR 2)the merchant has to have the ability to hand type the exact balance left on the card and be able to take two payment types OR 3) the merchant has to have someone who KNOWS how to process the card with the exact balance. And dont get me started on not being able to use it at most big chain restaurants, because they typically preauthorize your card plus %20 to make sure there is enough money to pay for it all. So if your bill is $101, and your card has $115 on it, it is likely it will get declined.

There is no work around in those situations.

So I try to utilize the previous payment type that I had used to pay my bill, on time, every month-and it was declined

or unable to process because the payment type was not recognized. I aall so could not re-add my payment type back because my account was now closed. About a week or two later, I used the chat feature to ask for help with getting a check instead of a card for a refund. The agent assured me the ticket is in, and I got the notification by text.

He assured me I would get an email with results or update of ticket. Oddly enough, several hours later I received another text, saying the ticket had been resolved, but NO email explaining to me the resolution or actions taken. Did they cut a check? Did they recognize that I never processed the refund for card?

Did they just close the ticket right away and assume the card was in the mail?

So 2 weeks later, no email, no check, no updates of any kind. I call back this time. When I called back, the very first person I talked to had a horrible grasp of the English language. She was difficult to understand, she had trouble understanding me.

She put me through unnecessary double verification when all she needed to do was look up the help

ticket. It was so very frustrating as I was trying to explain to her that I just needed information on my ticket. At one point she told me, yes, I see your help ticket here for a refund by check and your card was sent out or will be sent out on 10/1 and also the was requested in beginning of September. I responded with asking her to verify whether it was a card or check and she said, oh no, i meant check, yea it is the refund requested from your help ticket.

At this point she had referred to two different dates (the date of the help ticket chat and the date before that) for one help ticket, told me it was a card coming, then changed the story when I pressed the question and now said it was a check(did she even know the difference?) I asked to verify with a supervisor since she has such a poor grasp of English and this was kind of a complicated follow up. The supervised then got on the phone and guaranteed that it was a check coming also. A week later; I receive a PREPAID CARD in the mail and I have to call xfinity again. I try the app first With the chat feature because I had been successful getting a call that way.

NOPE. No longer an option because I dont have active service(am not a customer anymore). I tried several different ways to get a phone call via the chat on the xfinity app such as phone call from an agent or agent or NO CHAT even and it just repeatedly connected me to a chat agent wait line.

So I called the phone number I googled online; and I had to wait for another 30 minutes to get a call back to speak with someone. The first agent I spoke with, once again, broken English, told me that the original ticket had been incorrectly processed as a card!

Omg!

All

This time and effort I had to put in because NONE of the customer service agents fully understood how their system works for customers who have to stop service. I am so heated because I now call ANOTHER payment center to try and get a check cut.

But one I do not know what they tell me I owe on the statement they cut me off a long time ago before all this charges the last charge I had was 79 dollars I also called them and told him I was not keeping them anymore couldn't afford it I would be looking at $79 payment but I'm not going to pay any more than that I will dispute you it it is unfair for you to charge me or something I was not using I am not paying for the time I did not use you because you had already cut me off I have your equipment ready to go I just need to know where to drop it off I was just going to the same office I got it from and drop it off there but I do not owe you $180 no I don't I only owe you $79 I will go publicly and let them know how you are trying to charge me something unfair, that is what's wrong with your big conglomerance big companies you already got rich from us now you want to *** on us poor people trying to survive but can't because you always choking the ife out us

I am a Diamond Member of Comcast. Means we have had service fro over twenty years.
I was informed the bill was jumping for $175 to $235 a month.
They said if I reduced channels from 186 to 120 the rate would be HIGHER.
They said the ONLY option was to add a mobile.

and could get discount.
Mobile was $15 but get $15 discount and could get free phone.
They never send paperwork like a normal company.
They do not have an actual way to cancel service.
I started readkling reviews and tried to canl immediately. They wont answer phone. have to do an app. this wastes time and you go through endless illiogical questions, and I got cut off TWICE.

.
Was offered free phone LOL, and $15 monthly charge but $15 off internet. Then somehow they needed an IMEI for the free phone..from a current phone .I asked why? oh blah blah blah.
Two hours later
They made up a phone to transfer. They said I wanted to turn in a samsung S9.

I received false paperwork,


I called and they said they were no phone being transferrred on the account but the fake paperwork was prepared..


First call said I could only cancel in the first 30 minutes.
I told them I made attemtps they first thirty minutwes but there was no contact infor provided.


It was ONLY after two hours that there was anything.


I called back. the nmew guy said it was two hours to cancl but now we were beyond it.


Cancel was October 14th.


Can't remember how amny times I called and contacted to cancel,. at leat four, might be five. when you use ap, it doesnt trace.
The last two guy said to simply refuse the phone because signature is required..they kept telling me two options.
I got the credit card and put a hold on it.
charge had not got through.
they said order is automatic and no way to stiop a phone form being sent but not to worry.
asked about a refund the guy said he would autohrize $30 for my trouble.

oddly enough nothing showed up on the credit card nor account for a $30 refund.
I attempted several more times to cancel but system will not allow contact only refers and reroutes to a page about transfer the phone to a new carrier will automatically cancel.


I never got the phone. I never activated in a nighmare do loop cannot cancel.

So I wait until refused phone was returned to the company.
Document the Fedex shipment.
Try to cancel. they tell me the system is down. and wont be up for two hours.


I said I would hold...and they hung up on me.


I cut off my credit card put a hold.

but they billed it anyway..
they make it impossible to cancel have 1001 excuses cannot cancel
no, we can not cancel now but you can refuse to sign for phone.
then they begin crazy billing
remember the $15 with $15 discount.
never happeed.
so far has been #22.33 and $33.xx.
and they show I owe $199.00 more on a "free phone".
do yourself a favor and go elsewhere.
so to be clear, I simply tried to get cheaper internet. they said no offers available for a diamond customer,. but we have a phone deal.
they told me if I cut from 180 channels to 120 the rate would increase.
run.
So the next access call said They cant access the system, it would be two hours and I said oK I can stay on hold for two hours and they hung up on me. lol.
I called back IMMEDIATELY
Fuinny how thery could access the account.
They said they cancelled.

I asked about the refund,.
Now I am on hold. she is still working on the credit.
So what proof do I get?
Recap: track the refused phone return and now they want to charge me $200 for a phone I never wanted and refused. they told me it was too late, first ti was 30 minutes to cancel then it was two hours. but they never sent confirmation for two hours and it had incorrect information and of course there is no way to cancel
Then they tell me account wont load to cancel.

what a crock. I call back and it loads and they said they canceled.
Do I believe them?.
Or do I call the credit card and dispute and cancel?
They $30 credit never happened.
The $15 credit for having phone wont occur until I activate theat will never happen.
All I can say for sure is
I don't trust xfinity mobile.
I dont like a company that you cannot cancel service.
I dont like a cpmpany bthat makes it impossible to cancel service.
No means no.
Xfinity mobile doesnt get that.
This has been a nightmare and I dont know if anything will happen or a big tough battle.
Who needs this?
I would have kept the phone except I didnt trust them on the bill and
I was right.
Intead of $15 (and $15 rebate) and free phone.
so far it was #22.xx and first months bill shows $33.xx AND the phone payoff balance if close to $200.
I have no idea how THAT math works.
If the so called free phone had "only" been $8.33 ($200) and then $15 service was rebated I might have kept it and used the 1 gig of data.
But there is NOTHING remotely truthfull about xfintiy mobile.
NOTHING.
Most disreputable firm I have ever dealt with.
I cant turn in one of my old phones because they paperwork is wrong
I dont trust them on that either.
anyway the second call said they canceled service and refunded $33.33 next months charge.
I dont beleive them. I am already out over $23.xx and who knows if they will slap a cancellation return fee.
This free phone has cost a lost of money.
Per the internet the deal was a free phone if you transfer. but no one said that.

then the next deal was free phone if you trade,. No one said that either. Just a bunch of lies.
The $33.33 credit showed in an email.

But I am posting the review because this is not over. And I want you to be leery of xfinity mobile and the difficulty canceling.
They $30- credit refunding the original $22.xx never happened.
The $33 is just canceling / reversing already billed charges.
the nightmare of xfintiy mobile isn't over yet.
and I am a pissed consumer.

Xfinity has become an obsolete money hungry company. I've had Xfinity Wi-Fi for almost a decade and recently signed up for their Xfinity mobile service, lured by their mobile discounts that incentivize bundling up.

Worst mistake. Immediately was faced with a near double priced statement, and when I called customer service I wasn't always able to talk to a live agent. Most times they send me a link to chat with an agent working offshore. They are rude, dismissive and will be quick to send you over to a different agent.

Never mind the shady business practices. You can't see your full statement on the app, and you have to use a laptop website browser to view the full statements, but it just so happens that the Wi-Fi cuts out when you click on Previous Statements.

So of course, you try to call customer service to understand the charges, but you are most likely not going to talk to a live person, and they will send you a link to chat with a Live Agent... it's a never ending goose chase.

I wanted to reduce my bill which was $267 last month, $10 higher than previous bills.
I started with chat. Got the runaround with the Chatbot.

Finally got an agent on the line. At 4:04, he said an agent would call me within 15-30 minutes.
At 5pm, I called the 800 number. That robot wanted me to resolve my problem using the chatbot. I got a text to do that.

I regulated another phone call which never changed.
At 5:26pm, I called again. I told the robot I wanted to upgrade my package. I was connected to someone right away, but I could not hear her and she did not make any attempts to improve the problem. All she had to do was adjust her microphone, but she wouldn't.

So annoying. We were on the phone for 45 minutes and we accomplished one task. She removed the $30 voice/phone service that I had cancelled a while ago. She also removed MAX and Showtime from my cable plan.
I called back at 6:45pm.

Got a new rep who was miraculously more capable and who I could hear. She asked me for a good call back number and I gave it to her. We talked about everything I wanted to do. She said she was very helpful.

Then the call dropped. I never got that call back. That call lasted 27 minutes.
At 8:05pm I called again. This time I spoke to a man.

He was helpful. I explained that I have been a loyal customer for 14 years. That didn't seem to matter. After reducing my TV service from Ultimate to Popular, reducing my internet to 400mbps, reinstating MAX and Showtime, and getting rid of Phone/Voice, my bill went down $5.

$5!!!
I could not believe it. I tried negotiating to no avail. I decided to cancel my cable TV.

He did not attempt to stop me. At the end of the call, 8:45pm, he said I should expect an email outlining all the changes we made.
I called back at 9:11pm to learn that the department was closed.
It is now 10pm and I have not received the email.
I AM A PISSED CUSTOMER!

1. They offer $15.00 per month service (unlimited voice and texting plus 1 gig data usage), but total taxes and fees total $8.02 (53%) for service at my location in Lakewood CO.

My previous carrier was $20.00 per month (unlimited voice and texting plus 2 gigs data usage) with $2.35 (11.8%) in taxes and fees. My billing address is unchanged.

2. They offer a "free" phone that isn't free at all. When I discovered the true cost of the service, I attempted to cancel it and take my free phone with me.

That's when I was told it would cost me about $250 unless I returned the phone. The hidden, unsigned 'agreement' consisted of 24 monthly payments for the device with equal credits, thus obligating for 2 years.

Electrical power went out momentarily and came right back on. Cable, telephone line ( yes, a landline), and internet also went down and remained down for the better part of 4 hours.

After 20 minutes of no service, I tried calling to report an outage. I could not get through or reach a "live" person. Gave up and went about my day. This company has too big to service the average customer, you know, the ones like you and me.

They're too busy trying to compete with with all the syreaming services out there. Too busy with catering to "business clients".

They have forgotten what got them where they are today. They will ultimately lose to all these new streaming and satellite companies, and I'll be taking my business elsewhere sometime soon.

I would give them a zero if I could, the customer service is the worse I have ever dealt with.

I signed up for service with Xfinity July of 2023, I have had nothing but problems with my service and billing from day one. I had to have multiple techs come out because the service was never installed correctly, each time they charged me $100 and said it was on my end not their problem, if my service was not installed correctly that is their issue not mine.

Finally a tech that knew what he was doing came out and got it all taken care of, I called and disputed charges of $200, I was given and adjustment after contacting them multiple times as well, it takes 2-3 hours every time I contacted them. No one knows what they are doing there. On 3.5.24 I looked at my acct and it showed a credit of $162.20, I received my invoice on 3.7.24 and it showed a credit of $31.80, I also received a late notice on the same day, I reached out to an agent via chat and was assured that I did not have a past due amount and I did have a credit of $31.80. Today 3.12.24 I received a notification that my acct is past due and I owe $260 or my service will be disconnected, How can I have a credit one day and be past due 5 days later?

I reached out to chat and called Xfinity and no one could help me, I asked on 3 separate occasions to speak to a Manager and was not allowed to speak to one. I DO NOT OWE THIS

I have had my own modem for years with Xfinity and my bill has been $25. I just moved to a new building last week.

I was told numerous times including a rep that spoke to the leasing office I could still use my own modem. The customer service rep called me from her personal phone to explain that in order to have the tech come out, she would have to add the $15/month rented modem. The tech comes, that is not the case. My new building is only compatible with fiber-optic.

I call the service rep back (she told me her name is Maria) and she stated her supervisor made a mistake but not only could she give me a new promo for $35/month, the supervisor was "working" on something to give me an additional $5.00 off so my total bill would be $30/month. I didn't hear back so I called "Maria" back a day later. He phine went straight to vm..she blocked my number!!

In addition, I called the 1-888 xfinity number, there were absolutely no notes about anything that this Maria spoke to me about. Please track down this terrible, lying service rep and her supervisor.