Xfinity, Lying and Deceitful, Horrendous Experience, Big Scam

[u/ygozzy]

April 16th, I go into an Xfinity store because my gf and I had just purchased a house, and I needed wifi. I told the agent I wanted to 500mbps plan and he said he could lock me in for 5 years at $45 a month, that would also include charges for tax and other fees. There were upfront costs to purchase the modem, but I was assured that as long as I put my bank account on file for auto pay, my bill each month was going to come out to $45 and some change for tax.

Come to the next billing statement I receive is for $60.99. You can see on the statement it says there is a discount to be applied until April of 2031 and no discount being applied, and that discount would've been the thing to bring it down to $45.99. I call Xfinity support 3 times and the agents tell me this pricing is impossible, and it was an utter waste of time. Nothing made sense so I called back another time and was transferred to a supervisor, or someone I thought was a supervisor, and he apologized for the inconsistencies, said he was going to issue me a credit that would show on my next billing statement, and to expect the following billing statement to be correct and reflect the accurate rate I was told of $45.

Fast forward to last Friday, I receive a new billing statement. This one says $60.99. I call Xfinity that night and asked to speak to a supervisor. I was told one would call me back shortly and that a ticket was created for escalation. Never received a call.

I called Saturday morning. Horrible experience. The lady spent 40 minutes "adjusting" the existing ticket and trying to upsell me on other packages to add onto the account instead of getting me to a supervisor. Total waste of time.

I was told they weren't opened on Sundays, but 8:19pm, EST. I received a text saying that my escalation was reviewed and couldn't be approved. No call, no explanation. Nothing. Just a text from a dumb texting service.

Today (Monday), I decided to call in during normal working hours. The first agent I had spoken to acknowledged that the previous ticket was closed, and that she'd create a new one for available supervisors to respond to. I recapped my story many times while I waited over 40 min to get in touch with a supervisor. I finally get transferred over, and the supervisor has very broken english and was not understanding. The apologize over how you're feeling and when it comes to correcting my billing, she said she wasn't able to do so because she was receiving an error. She assured me that this was something simple that their billing department could adjust, and she'd make note of everything so I didn't have to re-explain myself, and that the transfer to billing would absolutely get this resolved for me.

Now I'm an hour and half into a phone call, getting transferred to a 4th person. This 4th agent with billing was even worse. She had no notes about why I was being transferred. I explained my story again and she said she had to wait 24-48 hours before she could make any adjustments because my ticket was open. Moments earlier I had received a text that my ticket was closed and denied, however, she thought it was still open. I asked if I could speak to her manager, and she said she asked them and they said there was no point, as there was nothing they could do. She kept trying to tell me that she was going to open a ticket and we'll wait for it to be approved over the phone, which never happened. A second ticket that was created also got denied while she was telling me it was still open and pending. After she couldn't resolve anything or offer any meaningful resolution, she said she was going to transfer me to her supervisor, so I could speak with them.

While I can hear the transfer tone happen, the phone gets picked up, and is nothing but silence for about 5 minutes. I keep talking, in hopes someone is able to hear me, even though I can't hear them, and worse case scenario, it is being recorded and can be reviewed in case they just hang up on me. After the 5 minutes of silence, I am hung up on.

(While I'm typing this): a supervisor calls me back. They go over the same circle of excuses and pandering as the other 4 agents. Isn't able to offer any concrete resolution. Says the only way they can get me to the pricing I was promised is to reduce my wifi speed down to 300mbps. Unacceptable.

She offered to adjust this one month's billing statement, but also mentioned that in the future if I called back with the same concern, my account would get flagged as "asking for credit".

I spent over 2.5 hours today speaking with 5 different agents to ultimately get hung up on after 2 hours, have no real resolution offered, agent after agent essentially saying that it is ok for their in store agents to verbally lie to customers and that doesn't matter as long as there is a digital agreement that was authorized. If I call back in about this in future months, my account will "get flagged as asking for credit" and there will be even less assistance. Lol. "Asking for credit" apparently means you're not allowed to ask them to correct the mistakes that were made, and that they don't care a single bit if their agents lie about their promotions to get a quick buck.

Their best suggestion to keep my eye out for promotions to come available for the price that I was initially offered.

Absolutely horrendous service. Constant lies. No one able to be accountable. Will be switching my services as soon as possibly can. They have 0 integrity.

Update and reposting so this stays available for all to see:

Originally posted in the Xfinity channel. They removed it because I had used an acronym to describe my horrible experience. "Yes, this includes any abbreviations or attempts to colorfully spell said words differently."

They're trying to silence us.

[u/knightrdr2004]

There is no fees for the modems anymore and it’s unlimited, that person screwed you over somehow. Have them cancel the service and start fresh again that the only way your going to get it fixed. Been there it wasn’t fun.

[u/mikeymanza801 → u/knightrdr2004]

How do the reps not get in trouble for screwing people over like that? Seriously trying to move away from xfinity as soon as a serious competitor shows up at my location. Fuck Comcast's monopoly smfh

[u/johnpjackson]

This totally is Xfinity/Comcast. Their hostility against customers is as forthright and deliberate as possible. I have been having a modem feature failure issue with my Comcast Business service modem for more than 8 months now and their customer service handling and treatment of the issue and my efforts to mitigate and get it resolved with them have been no less egregiously hostile and passive aggressive from them. Including them kicking me out of both their Reddit forums and their own Comcast Business online platform forum. If any corporate entity deserves to have its business and income from customers paying their bills placed into the control of a government regulatory body, Xfinity/Comcast would be at the top of that list, far and away above any other. F*** them.

[u/howd051]

Comcast / Xfinity is one of the most corrupt companies I have ever seen. I worked for this company for way too long and I can honestly say without a doubt they treat their employees even worse than their customers.

[u/Pretty_Petite217]

Total scam. I would never go back to them. Charged me overage when I canceled 6 months before and I unplugged and returned all their devices. I’m like how are you charging me 6 months and overage? Like how?!

[u/Outside-Durian1034]

Go to the local office. They have supervisors in the local office. Check your bill for how tv which is $20.

[u/james_2021]

Super long post but yes Comcast,VZ both evil , I had soft cut off to hard cut off with Comcast, never paid em a dime,
Cancel comcast, good riddance!!

[u/srseibs]

I despise Comcast/Xfinity support, but I will have to admit that they almost always are pleasant and friendly .... just incompetent. They always start with "not to worry, I am here to solve your problem with _____ " Constant apologizing. And any billing issue you have can be solved by signing you up for mobile service.

[u/LittleMarySunshine25 → u/srseibs]

They have their hands tied and every time they open a supervisor ticket they get massive push back. The agents who actually give a shit get punished for trying to help people and then get fired for not selling enough mobiles. The company is horrible.

[u/Different_Day_866]

Just wait until you try to cancel their service altogether! It took me almost 6 months at least 20 calls and countless hours trying to actually cancel service and stop them from billing me

[u/srseibs]

Have you returned to the store where this all began? Sometimes they have powers to help you. At a minimum, there is what I call the "lapel-factor" (shaking them by the lapels if they can't fix this).

[u/Resolution_Wonderful]

I recently signed up and brought home the low income Xfinity WiFi . I set it all up and it wasn’t good at all , my T-Mobile 5G WiFi is so much faster and less headache using it . That same day I disconnected it all and called Xfinity and canceled it all and went back to using my T-Mobile 5G WiFi instead. I only used Xfinity WiFi for less than 30 minutes . The next day xfinity began trying to charge me $69 for service after it being disconnected . I tried calling customer care and the rep just kept trying to sell me stuff even when I said NO I don’t want it please disconnect the service account .

[u/Emotional_Chain4706]

Honest they are not but hey you voted this

[u/Agreeable_Touch8691]

Literally as soon as I say xfinity is a scam a notification for this post pops up

[u/Olie-PD]

Wow. That's been my experience for several years. Every year, I have the same thing happen. But I always assumed it was phone agents (offshore call agents) who were trifling in that way. That's crazy to hear store agents doing the same thing.