Comcast / Xfinity
Reviews and Complaints

In July of 2022, we moved out of our home across town. We went into the local Xfinity Store to ask them about keeping the internet on while the house was being shown in late July/August. They recommended a new account for our new address versus transferring the service and said to bring in the equipment from the old address into the store when done with the old address (old account).

We turned in the equipment in person (early September) and explained that we'd not used the equipment or services past August 15. They checked the account, agreed the service had not been active since early August and told us they closed the account and that we'd likely be getting a credit back as we were on auto-billing.

In late September we received a call from Comcast about an "unpaid service bill" for the former address. When speaking to the representative and relating what we were told in person, in the store, we were told that "they'd check into this and respond" which they never did.

The next time we heard from Xfinity (Comcast) was from a collection agency, in late November - nearly 2 months after the September conversation.

We called (and waited on hold for over an hour) and were told that they had no record of our conversation in late September and owed 1 month less a minor credit... We discussed this explaining what we'd been told in the store and that we did not feel we owed them anything. We were again told "we'd hear back from them (Xfinity/Comcast)".

In mid-December same story. A collection letter, multiple calls, hours on hold, and the offer to reduce the bill by 1/2 if we paid. In order to be done with this mess I agreed to pay and was sent a "payment link" which did not work. Multiple calls and multiple attempts to pay online failed and now in late December, having waited on line for 2 hours, getting passed off to 7 different "customer service" personnel we have told that we HAD TO pay the collection agency.

I've called the collection agency that was supposed to have our account information and was told "we do not have that account."

So, multiple calls, hours online and nothing but (?) false promises and untruths (lies?) and nothing but a huge waste of time.

Upset is an understatement. We will be canceling our existing "contract" with Xfninty and going with their competition as quickly as possible.

I am writing this letter as I have been lied to by multiple agents on Chat and via phone. Also by way of you me billing department, via the Chat Agents. Billing will not take my calls and just provided ticket #’s for your agents to relay to me promising me a refund within 24-48 hours in the amount of $766.52 which was set up using my debit card.

I have attached pictures of chats with Xfinity Agents. It began December 13, 2022 when I reached out to the first Agent to ask since I was still waiting on Disability Payments that I had been waiting for since October 17, 2022, and that I had several other payments including Utilities, Food for my children and cells phones (which needed to be paid so I can get in touch with my doctors).

In the Chat the Agent advised if I set up a payment for $498.15 that he would cancel the payment for $766.52. Allowing me to keep my cable and internet on and pay my cell phone bill. I went on my Comcast Account and set up the payment for $498.15 and the agent agreed to cancel the payment. After that Agent was VERY persistent about my getting Xfinity Mobile despite my attempts to decline, I was assured this was of no cost to me unless I call Xfinity to active my phones, in hindsight my refusal to complete the final steps to sign up for Xfinity Mobile (especially since the orders were calling me "Travis") the Agent didn't cancel the $766.52 payment as promised, maliciously. Reference #[protected].

December 14, 2022 around 816 am - I initiated another chat as both payments were pending on my account. This agent I explained all to this Agent who stated they saw my refund request for $766.52 and to use reference # who also gave me the same Reference #[protected] as proof. Also when I stated "I have to go in for my scan now, praying I will see the refund in my bank account when I come out" this Agent as stated "Yes, be assured of it"

December 15, 2022 Xfinity debited my account for both amounts, $766.52 and $498.15. This overdrew me $480.49. I had to enlist someone to help me pay my cell phone bill with T-Mobile to avoid Service Interruption and the charge per line to turn all the phones back on. Again I am on Disability and seeing several Doctors and specialists.

December 15, 2022 I started another Chat at 740 am. This Agent also stated she reviewed my previous chats and also found the request to refund me. SO tired of re-explaining myself and the situation that is grave, this Agent stated she understood and even gave me a $35 credit for one of the Overdraft Fees my Bank charged me for the lies from Xfinity that I would not be charged $766.52, and repeated lies to refund me within 24-48 hours.

December 16, 2022 829 am I replied with the Proof from my Account that Xfinity took the 2 payments and the amount my account was currently Overdrawn to "online.[protected]@alerts.Comcast.net" the Billing Team. I pressed there blue button reading Click Here.

Same day I started another Chat as I still did not have my refund from Xfinity and that my bank sent me a Notice they were sending back the payment for $498.15 (as this was presented to the Bank as an ACH payment). The purpose of this chat was to ensure I would not have service Interruption since I was overdrawn and could not initiate the payment for $498.15 until Xfinity refunded the Debit Card Payment of $766.52. This Agent agreed and stated even more notes were placed on my account to avoid service interruption.

Ticket with the Billing Team was given to me in this Chat of [protected].

December 16, 2022 in the evening (about 650 pm Eastern Time) I was back to Chatting as I still did not have my refund that was promised in 2-3 hours from my Chat earlier in the day. This Chat in the Evening was very painful since for the LAST 3 Days I spoke to Xfinity agents and was clear what I was promised and still no resolution or refund.

December 27, 2022, to add insult to injury the $766.52 is still NOT refunded to my Bank Account and now I am being debited again today in the amount of $498.15. My Bank Account is now overdrawn $380.04 and now I will incur more Overdraft Fees, due to Xfinity's errors and Deceptive Practices.

I have attached every Screenshot of Every Chat Since December 13, 2022. The only one I did not get a picture of was the initial Chat where the Agent promised if I made a payment right then of $498.15 then he would cancel the Payment of $766.52.

Thank you,

Kelly Ann Richards

48 Springlane Drive

Blackwood NJ 08012

[protected]

Signed up for Xfinity Mobile in response to a promo on November 30, 2022. Promo was $500 off a new phone and/or $100 gift card for bringing your own phone. Signed up for two lines, one with a new phone, the other a bring-your-own. Promo also said that, when bundled with Xfinity Internet service, you could get $25/month off the internet service.

In several long chat sessions with Xfinity customer support, they assured me that the promos were in place and everything was all set. However, none of the promos appeared on the billing statements. Further online sessions with customer support assured me that this had been taken care of. The last customer support session was over two hours long and I was bounced to seven different people, each assuring me that they would take care of the problem. One agent, after I described the problem, responded by dumping me to the back of the queue.

I finally contacted corporate customer support, who said he couldn't do anything about it. The disqualification of the $500 off promo was due to a minor sequencing issue, and couldn't be reversed or manually changed. Despite their promises and assurances that everything was all set, the only promo I was able to receive was the $100 gift card. They would not budge on the other promos, and hid behind their opaque terms and conditions. This agent told me he was the end of the line and there was nothing more I could do. The terms and conditions don't say anything about their own people assuring me that everything was in place, which was a lie.

I cancelled service with Xfinity to end on 9/26/2022. On Oct 6th 2022 I received an Invoice that I would receive a refund of $150.88 within 30 days after returning their equipment which I did on Oct/19/2022 as I was living at a friends house until I moved into my new home Oct. 10. 2022 and did not have Internet service through AT&T until around Oct. 17th. I believed I would receive my refund sometime in late Nov. I saw a notice in my E-mail that they were billing me for Nov. billing and were deducting $150.88 and refunding me $5.95. I contacted their service rep. (Joe) on 11/25/2022 and explained what was happening. He agreed that I had no service and I would receive my full refund by 12/01/2022. I have a printout of such. I received nothing but the $5.95 refund in my bank acct. I again got ahold of customer service around the first or sec. week of Dec. 2022. He told me that my service was ended on Nov. 07/2022. I went over the details and let him know that NO I ended service 9/26/2022 and NEVER had their service at 450 address. In fact I have service with AT&T since 10/17/2022. He apologized for the delay and assured me I would have my refund in a day or two. NOTHING! I again talked to customer service again around Dec 15th. I explained my situation but they would not budge on my having service at 450 address. Even though they had record on my returning their equipment in Oct. I was told I needed to call and talk to someone or have them call me. I got a call a few min. later and had a rep. that had a heavy accent that I barely understood. We went back and forth a number of times. She would tell me I had service and I would tell her I did not and they had their equipment back in Oct. she would agree with me than put me on hold for a time. She would come back and repeat that I had service. I would go over not having service with them and she again would agree with me and put me on hold again. This went on a number of times until it sounded like she agreed with me and then I was cut off. As of 12/27/2022 I still do not have my full refund.

Without a phone since 12/8/22, sent to samsung to get fixed (service# [protected]). Samsung returned phone via UPS 12/14. Samsung rep says it went to wrong address or lost.

Phone is less than 6 months old and was purchased through Xfinity mobile's promotion to switch carriers. I switched from Tracfone to get this sweet deal.

Today, 12/28 and I am still without a phone. Ordered a tracfone and it will be here tomorrow.

Samsung says it can't fix and will not honor warranty. Got an email from Samsung showing an invoice for $161.00 to fix a $180.00 phone.

Got the Xfinity bill for December for service and phone contract.

Can't contact any human at Comcast xfinty. For a communications company it sure is hard to communicate with a person at Xfinity mobile whether email, text or phone. You have my email ; reach out and give me a link to a human being.

Account was open one month. They sent me a phone. I closed the account and refused delivery of the phone. I got billed for the phone. I called and got a credit. New month...new bill. This time they charged my bank account. I called. They told me if I wanted to reverse the charge, I should call the bank. I called the bank. They are closed for the holidays. The problem is that 45.66 has overdrawn my account. So, the erroneous charge may incur an overdraft of $36.00. I am furious. This miscommunication with Comcast/Xfinity has gone on since September 29, 2022. This is just the tip of the iceberg. Granted AT&T is not much better, but their customer service works when you through to the right person.

I’m Perry McGinnis, 6758 W Colonial Drive, Greenfield, IN 46140; [protected]. Been a customer over 30 years but your latest billing increases (over $13 a month) is the last straw for us. Your revenues increased by over 5% in 2022 but you continue wanting more money. We’ve been very satisfied with our services but you have now made their cost beyond our means. Our contract is over in late 2023 and we’ve started seeking other alternatives (eg. a company is offering a 3 year contract with a guarantee of no price increase). My sons have gone to streaming services/antennas and are very satisfied. In the past, companies desired and cared for loyal customers; however, greed will complete destroy this relationship.

Called agent at Xfinity to downsize cable bill. Few days later received a cell phone in the mail. Called agent to return it. I never signed up for their cell service. Still being billed for a service I never asked for. Called 5 times and agent said it was cancelled. Xfinity will not help me over the phone due to a outstanding bill on the phone. I’m going into their store again today to get written proof I don’t owe for cell service. I live an hour away from an Xfinity store and this will be my second visit

12/12/2022 I, Gloria E Springer, am initiating a complaint against Xfinity/Comcast/Mobile because of the lost I have suffered while trying to complete the simplest action, transferring my Mobile Service and keeping my telephone number, a task neither the algorithmic answering filter, any telephone calls or even a group call between Me, Victoria (Xfinity Corporate) and Consumer Cellular on yesterday.

I asked for a transfer of my phone and the phone was locked then Xfinity couldn't give me a transfer to Consumer Cellular rendering my phone useless and forcing me to purchase a new phone.

[protected]@yahoo.com

To:

Xfinity Mobile

Thu, Dec 15 at 10:44 AM

I hope we are not playing games because we had a conversation on 12/09/2022 @ 1549 hours with Eami regarding this bill and a nonexisting cell phone. He agreed that he would credit us 100% and stop the automatic payment from Capital One. He agreed and on December 10, 2022, @ 0755 hrs we received an email from Xfinity Mobile of a credit for $100.07 and again on the same day at 0756 hrs another credit for $19.89. However, you played the game showing this credit, but never credited us with Capital One and stopped the autopayment from Capital One. I also called two days ago, but could not understand the representative, but he told me that a supervisor would be calling me within two hours. Xfinity is not following through with anything. Do I have to go to the BBB to make a complaint?

I am asking you to follow through with the credits with our Capital One account and stop the auto payment also.

Respectfully,

Richard Kast

Over the past 2 weeks, I've contacted Xfinity/Comcast to get my Mother's phone /internet service (Account #[protected]) cancelled since moving her to a personal care facility. On 12/9/22 we paid a $99.99 cancellation fee with her credit card over the phone in order to have the service cancelled on 12/13/22. (Ticket# CA100781) I spoke with Albert [protected].

On 12/14/22 I called because the service was not cancelled. I spoke with numerous representatives and was told we had to pay a $210. charge before the service could be cancelled. When I disputed this, they said they would reduce this charge to $170 (on her credit card) [protected] (Mack) I was told they would call me back to verify the cancellation was processed. They called back approx. 30 minutes later and said I needed to call the credit card company to authorize because the payment was denied. I then hung up and took all of her equipment to the Xfinity store in Lancaster, PA at 5:30pm on 12/14/22. The equipment was returned and the representative told me there would be a $156.92 credit to her account and the service would be cancelled. (receipt # D#U12142217351505050012)

I asked if there were any additional charges and he said NO and did not understand why I was required to pay any charges previously over the phone

In 10 minutes with this extremely helpful representative, I was able to accomplish in 10 minutes the service cancellation I spent hours on the phone over week with their phone representatives with no additional fees required.

In November 2022, The week of Thanksgiving I received a call about a survey I had filled out. They wanted to know why I gave such bad reviews. I informed them that someone I had painted arrows on my property and told my husband it was for Xfinity to lay cable throughout our neighborhood. I informed the gentleman, I want to say his name was maybe Brian, I was on the road when he called. Anyway, I told him We had no notification about this and they were not allowed to dig up my property. Fast forward to today 12/15/2022 and they in fact did dig up my property. I have been transferred to multiple people on the phone and currently have been waiting 42 min to speak to someone about this. I am not happy about any of this and would like a call from someone who knows anything about this. My name is Jennifer Augustinaitis, my address is 211 Birchfield Way, Dallas, GA my phone # is [protected] and my email is [protected]@gmail.com

12/15/22 approximately 3:00 pm. I called to ask a question about my billing. I asked to talk to a customer service rep. and had to listen to Xfinity's recorded recommendation which I didn't want to do. I wanted to resolve my billing questions. This happened 3 times, as I continued to call to speak to a representative. I never spoke to a representative. The reason for my calling is that I received a text that my bill was overdue however I never received a bill. The text stated I was overdue, and my bill was 152.79. I paid $83.66 on 12/5/22.

The last time I spoke with a representative I asked them to send me a paper bill because I never received the text messages for my monthly bills. The person I spoke with said they would take care of this. I still haven't received a paper bill and the only texts I get are if the bill is overdue. Amazing the recent bill, I never received only, when my bill is overdue. I want a paper bill sent to my home.

My girlfriend and I bought 2 new cellphones and changed our service from metro pcs (big mistake) to xfinity. Nothing but lies and lack of telling us important things. #1 we bought 2 z flip3's and 1 was black & the other gold. Nope both black even after talking and telling the sales man of xfinity several times. #2 we were told we had warranty (pay extra) on our brand new cellphones (why wouldn't you) coming to find out nope no warranty. And how we find out? One of the phone isn't working with the way it should be so we call xfinity, warranty person's tells us it's covered goto xfinity local store and they will fix or place phone. Nope told us at the store next day that we can't get it replaced because it was pass the 14 day warranty for that. Nobody told us about anything to do with 14 day anything and that's when we found out about no extra warranty we want to pay extra for. #3 we were told that after 30 days of us changing our phone service from metro pcs to xfinity we were able to do an up grade from the flip3's to the new flip4's and of coarse nope #4 we were told our cellphone bill would be $86-$89 a month nope firsts bill comes to us at $101 and that's without the extra warranty that we wanted to have that didn't. #5 we were told we would get a money monthly taken off our home phone, internet & tv cable since now we have everything xfinity now with our cell phone service nope nothing. Now lies we're told to us because of the sales man wanting our sale and the only reason we know this is because another sales man from the same xfinity company told us this. And we've talked to many different xfinity employees and basically they tell us were screwed. So how does a customer get screwed by the people who is supposed to be helping. I thought the rule of thumb was customer is right and where did real customer service go? There is no more customers service or they'll loose money. So these companies still make millions on to of millions with no straight customers service help. And if we told them because of your lack of everything that we're not happy with and we want to leave xfinity and go back to metro pcs (20yrs plus never had 1 problem with them and they always had customer service) they wouldn't give a [censored] that 2 cellphone service was dropping because you guys make so god dam much money it would ever matter. 1 of our cellphones isn't working right so customer service should just replace it no matter what no if ands or buts about it since it's only been little over 30 days brand new. What you can't afford 1 cellphone out of pocket? Takes away from more profit of millions being made. Very unhappy very disappointed very let down from something we thought would make things cheaper and better. Nope.

I have reached out to Xfinity Corporate office explaining my dispute and/or complaint about their deceptive billing practices around April 2022 but they did not respond back to me. Instead they continued to send erroneous billing statements. They are cashing my monthly interest from my dividends. They do so by sending me a billing statement for the same exact amount and threatening to act adversely by disconnecting my service while demanding payment to them. I have had internet with them for 4 years. They disconnected my cable due to extremely high balances and non-payments of my already positive dividends coupon.

Re-certified for the ACP program (program that pays internet for low income). Received number. Called Xfinity and gave them info. Month passes, still receiving text messages and emails from Xfinity saying need to re-enroll with them. Numerous phone calls, being on hold for hours, redirected to departments that dropped call.

Last Xfinity person I spoke to, after I explained everything, actually ended up giving me number to the government ACP!

It's like they don't want my business. Worst customer service I've ever dealt with.

Had a total complete loss of services for 4 days - No Phones or anything. When calling it took Comcast over 24 hrs to source the problem when it was their actions that caused the problem. There is a building being built on lot next door to us. They had requested approval for a line search to dig which was approved by comcast. However the lines to our phones/cable, etc... were in the way. It took like 4/5 days to fix the problem. During this time, we had a loss of revenue of guests checking out and canceling their stays. We estimated over $5000.00 of revenue lost due to this error. When I reached out and asked for lost revenue, I was denied reimbursement except for $200.00.

We were supposed to have our cable installed on Friday, December 9th between 8 and 10 am. Around 9:45, the phone rang but since me and my husband were in the garage waiting for the technician, we couldn't get to the phone fast enough. I immediately called the number back. No answer. It took me 4 tries to finally get the technician. He said he would be at my home in 5 minutes. After 45 minutes, I called Xfinity to find out what the problem was. I was informed that the tech said that he was at our home and no one was there. When the agent read the description of our home to me, it was wrong. I do not live on a lot with a lot of trees. I have one sidewalk and that is pavers as is the driveway. Also, he didn't mention the for sale sign on the house. I told the agent that I expected to have my service completed on that day AS PROMISED. Be aware that I had to wait a month for this date. After hanging up with one agent, I called back and spoke to another agent who again tried to find someone to come to install. He was very considerate and was empathetic to my situation. He said that the best he could do for me was to credit my account $20 as that was as much as he could.

I received a phone call from a Robert Drandom. He stated that Xfinity was offering a promotion. If I paid the December bill in full, $381.95 now. I would not receive a new bill until January of 2023. That amount would be used for 2 years.

Full name for promotion was Innovative SRC [protected] MI.

I called him back and this time said that there would be no charges for January as well as February.

I tried to call him back the next day, to find out the number was no longer in service.

I was taken in by him, so I lost that money.

Comcast is my cable provider I have had them 6 years. I set a payment up December 7th for 189.71. They continue to try to charge 233.55 on Dec 7th and again on Dec 10th. I have a email from Comcast saying they tried to debit 233.55 when I set it up for 189.71. Now I have been charged nsf so dont gave 189.71 and my services were shut off. I've been on with 3 different reps and trying to fix it. Now she's saying I reversed a payment for 52.25 so that's why they are charging me 233.55. I havnt reversed anything