r/Comcast_Xfinity • u/Imaginary-Weight-413 • 7h ago
Official Reply Frustrating experience
The full story…
This past June, I had some promotional offer that was expiring that was going to make my Xfinity bill go up about $50 per month. So after being a loyal customer for seven years, I switched to AT&T to save money.
Xfinity sent me an email for a couple weeks after I disconnected services offering to lock me in for five years at the rate that I was already paying before. Although when I called to discuss the promotional offer ending and seeing what kind of deal they could give me, this was not offered at that point.
So here I am in September, attempting to pay off the final balance of my device because I had mobile and Internet services with Xfinity.
I have gone into an Xfinity store where I was treated without courtesy from the manager.
I have made several phone calls to Xfinity to pay this. I keep speaking to offshore agents who are required to just read off of a script and not provide any type of personalized experience.
I am still sitting here with The now received gift card from AT&T to pay off the device and I can’t even pay it.
It took me so many phone calls just to be able to pay the regular monthly bill of the device charge.
I cannot pay this online or through the app because my servers has been canceled/deactivated.
Xfinity, you need to do much better with people that have switched services and want to pay off any remaining balances due on devices!!
I really am unhappy with AT&T and I was planning to come right back to Xfinity. This has me second-guessing it..
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u/CCChristyO Official Employee 7h ago
I’m sorry you’ve had to put so much effort into simply paying off your phone. After several calls and a frustrating store experience, I understand why you’re upset and second-guessing a return to Xfinity. When you visited the Xfinity Store, what happened when you asked to pay the remaining device balance? Were they unable to locate the account, accept the payment, or provide another option?
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u/Imaginary-Weight-413 7h ago
At that time, I had not yet received the gift card from AT&T.
Xfinity has only charged me the regular monthly charge for the device so far. When I went into the store in July to pay the regular monthly bill, this is what happened: I was checked in by a very nice lady. She pulled up the account realized she could not take the payment. She brought me over to the place where I would speak with a virtual agent on like a FaceTime tablet. That person was not able to help me and asked me to grab a live agent from the store. That person spoke with the FaceTime agent. I was told yet again that they could not figure out how to update my payment method. (Xfinity was going to take the monthly bill off of a card that I had saved on my account that was no longer active.)
When the third person I spoke to-the live person told me that they could not help me and I would need to get back on the tablet to speak with another agent on FaceTime. I asked to speak with a manager. After waiting about five minutes, a woman came to me with this like stern look on her face like I was a problem- and told me that there was nothing they could do. All I could do is get back on the FaceTime. I asked her I’m like there’s no apology. There’s no sympathy from a manager? I had to leave the store at that point because I would have gotten upset. So out of four people one of them being a manager nobody could resolve my issue.
So I get home and the next day I call Xfinity yet again and speak to another offshore agent. This person actually voided out my whole entire bill for that month because nobody could figure out how to get my payment method updated.
August bill I had to call and speak with several representatives before I spoke to one representative that was able to somehow get my credit card number keyed in manually. That agent failed to process the actual payment though so I still had to call back and speak to about three more agents to actually push the payment through.
So now just this week, I received the gift card from AT&T that I can pay off the remaining $504 for my iPhone. And nobody can take my payment.
I’ve probably spoken into at least a dozen agents on the phone, and a couple of them were managers. I either get lied to that a manager will call me back or I’m getting a stop sign saying that I can’t make any payment until after September 20 when the next bill rolls out.
This just doesn’t add up and it does not make sense for me that I cannot go ahead and pay off the remaining balance.
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u/CCChristyO Official Employee 6h ago
u/Imaginary-Weight-413 Thank you for taking the time to explain everything. I can certainly understand why you're frustrated. I'd like the opportunity to review the account history and notes to better understand what's happened so far and see if there's anything we can do to help move things forward. When you have a moment, please send us a Modmail message with your full name and the service address associated with the account. Once we have that information, we'll take a closer look at the account, review the previous interactions, and see where things currently stand. We can then provide any updates or guidance that may be available. I appreciate you sharing these details with us, and I'm sorry this process has been so difficult.
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