Comcast / Xfinity
reviews and complaints

Xfinity / Comcast has had a wire down on our street since January 4th, 2023. Today is January 13th, 2023. Hundreds of calls and chats to Xfinity/Comcast. They immediately see we have an outage and will not let us talk to a human being. They have restored service to the rest of my neighborhood, but not the last part of our street. This is our only source of communication with emergency services. There is no cell service and since the CZU wildfire in 2020 there are no telephone lines. I thought cable with internet service was deemed a utility several years ago and the company has a requirement to act with due diligence to restore service like PG&E. PG&E restore service the next day, Jan 5th. Xfinity / Comcast will not give a day or time when service will be restored, and will not let us speak with a human being.

Hello,

I have called 1-800-comcast about 15 times in the last 2 months, though there's very little record of calls or my several visits to stores. Our account information is incorrect and our services aren't working correctly. There's been about 5 tech appointments to set up home security system properly, and reps on phone, in store, and techs were unable to verify some tech numbers in system and no records of some visits to home. Info of why they were there showing up wrong in account. Every visit has been to trouble shoot system so it works properly rather than what was listed such as adding a sensor, adding a new camera we never received or ordered, etc. Techs installed system and we never received boxes, serial numbers, or anything to verify what was installed. (and wasn't reflected in account properly, and info re: how system should work online contradicts what some techs have told me) Account said we owned our own touchscreen and tech said system said we bought it out right for 600 and some dollars but we did not. Bank verified. Wires being cut and rewired behind my townhouse, leaving Xfinity box empty. 2 break ins through attic and no follow up from anyone taking report despite me having thousands of dollars of jewelry stolen and tech being present on 1/4/23 when security breach 1st noticed and tech told me to call the police. We had another attic alarm yesterday (1/11/23) and police were not alerted as I was told they would be if alarm wasn't deactivated within 30 seconds. All of the records in activity log keep disappearing after incidents but I have photos of logs and incidents disappearing. Supervisor Homer came out with last tech for appointment and said my problems were over his head and II need to talk to Keith Rogers. Investigator Keith Rogers has talked to me but has not helped with anything that I'm aware of. I have sent him 5 detailed emails and he said he could help but hasn't. I followed up with him yesterday and asked if I could give him a flash drive of evidence and he declined asking for more emails even though I'm hacked and the last emails I sent him were compromised, so I screenshot the emails to him and Homer. I will send more info once I feel that someone is actually helping me. I have had my identity stolen and I've been hacked since August, and there's fraud on our account they seem to be deleting now. There was 2 additional lines added at one point with names of people we don't know. I could go on and on about the problems and security concerns. I can not access any of the apps because Xfinity can not or will not verify my phone number that was supposedly transferred over from Verizon in November. I also attempted to buy cell from Xfinity but it got hacked so bad I returned it there shortly after. (those records were missing from account too last I checked) My husband (Wilberforce Agyekum)'s phone stopped working a couple days ago, so he got a new one and records show they fixed his phone and linked/paired with old one... I'm hoping someone can help us. My husband's number is [protected]. We should be the only 2 people, 2 phones, and 2 numbers on account. At this point, I'm most wanting to access the home security app and other Xfinity apps since my home has been broken into twice in the last 8 days. And I need my phone number verified so I can access services I'm paying for. I would also like to make sure our security system is actually secure and legitimate, and now we actually do need an extra sensor and camera for the upstairs due to the 2 break ins recently. We decided this yesterday after talking to the police, so the previous info saying we asked for those or had them installed is not true if it says that still. I have filed a complaint with the FCC as well.

Today is January 11, 2023 I called at 11:AM PST. Very difficult to even find the phone number on your bill, my bill was on auto pay. Apparently there was a problem with it and we were not notified. The second month bill reflected that the bill had not been paid, but gave no reason why. Today, my service is gone and all I can talk to is some damn robot! I have paid this bill for years and I feel that I deserved a phone call concerning the problem or at least a letter or email saying the auto pay credit card had expired!

Believe me, for all the money I have paid for this monthly service, your customer service stinks! I'll be looking for a new internet provider in our area.

Janet Kilpatrick Patrick

I'm a Disabled Veteran trying to switch to Xfinity Mobile since 1/6/2023 and all I've been getting is the run around and brush offs from Xfinity agents and chat representative. One excuse after another and no resolutions. This is unacceptable for a company of your work ethics. Please look into this for me ASAP. Thank You

Troy Rutledge

122 Darby dr., Savannah Georgia 31405

[protected]

They reps nov 15th said they'd give bob slanina free essentials included flex box free local channels access it does not free Mobil, n free landline free modem . 30 plus reps thru 8 international call centers said free never mentioned 2 year contract phones do not come with battery charger or had 2 year contract so deal was no deal sent new flex box essentials 36.74 month advertised price went to 39.44 then just kept changing their hidden charges ran bobs card not only without his permission but without his knowledge 11/22 for $45 hidden tax fee never agreed to on a Mobil n put him on contract no one mentioned till Nov 29th n he received Mobil Google 6a.11/26 n called nov 28th rep amire got a belligerent totally dishonest scam artist rep amire who not only did not cancell first phone he put in order for a second against bobs explicite orders no you cannot run my card for a battery charger no I do not want a Samsung I only want free stuff I was promised I am cancelling first phone, he ran card 45 more taxes n 38.44 battery charger, even though bob said more then 5xs no not if its not free n amire signed bob up to 2nd 2 year contract without his knowledge.. bob kept cancelling but they sent second phone anyway bob had to refuse at door they changed dates these criminal acting reps added n padded bobs bill n gave bob 30 heart attacks

I called the Customer Service line today to inquire about a possible change to my account. After an agonizing 15 minutes of digital assistance BS, I was finally connected to a human. I made my inquiry, which he really could not answer and so I got the old "let me put you on hold and check something" routine. The line immediately went dead. He disconnected the call. My inquiry was simple: I feel I pay way too much for the "quality" of service I receive and I was simply calling to ask if I could switch from Xfinity Internet to a newly opened fiber Optic service that has been installed in my community without impacting the TV package I have. He hemmed and hawed and couldn't answer. Typical of Comcast/xFinity service.

Wife normally handles tried to sign up for a new account while wife was at work. Asked to pay past bill. But never had an account. Comcast does not have a record of bill, but it is on my credit card. Credit company states 90 days to resolve. This was either a Senior Scam or payment for someone else with same name. Requested that comcast review the phone call. To determine who and why this error was made.

I am not able to get access to channels and On Demand services THAT I AM CURRENTLY PAYING FOR. For the past week (January 1st through 7th, 2023) I get error codes for selecting these services which I have current subscriptions to. I am also having difficulties accessing movie channel apps that are part of the subscription that I am overpaying for.

The so-called tech support representatives based overseas are apparently not well-trained since they are clearly not competent at their jobs. They don't know how to resolve any matters, and lie or make false statements regularly. Even I have learned more than they have about the technical issues. American tech support representatives are competent and courteous and helpful, but almost never seem to be available.

There are multiple dates for these occurrences. It's not a series of incidents, it's an ongoing trend! This actually meets the threshold for breach of agreement. I am considering taking legal action against Comcast/Xfinity.

Can't get $5 late fee removed and wanting to unlock phone from ACP so I can take it to a different company. Been told it was unlocked 2 times but it's not!

Worst customer service and support of any company ever. Don't speak or understand English, won't connect to supervisor. Haven't been able to get anything done in 23 phone calls and 52 hours of talk.

I am a new customer with you through the affordable connectivity act for internet, cable & phone. I was told I would receive a physical sim card in the mail on 3 different occasions when calling customer service to report I hadnt received it. Never once from november to jan was I told it could be activated via my phone! I called your customer service 3 times from november to jan & was never told that information! And then you deduct $57.22 from my account for a service never provided or used! And refuse to credit my account back! That is fraudulent actions and not 1 person in your customer service department speaks fluent english that we can effectively communicate with! I felt that your customer service personnel were not knowledgeable, nor do they try to help solve any problems with your customers - they read from a script with no compassion or empathy for the people on the other end of the phone! This entire experience with your company & your customer support staff has left a very bad feeling for me & is making me k=now look for another provider that actually cares about their customers not just their money! This is shamefull

Several years ago my wife and I were getting ready to retire. So I was trying to cut out as much monthly overhead as possible. Xfinity, in general, has very good products but on their website, they say that if you want to they have an approved modem so you don't have to have that monthly rental on their modem. I liked the idea so I spent several hundred dollars and bought one. well after a few days, I started getting errors and sometime would have to reset the whole system, A pain especially considering the monthly bill from them. After two years and several visits from techs, I went back to the Xfinity modem and the problem went away. Now, over the last two years, I had Netgear replace the modem but still had the same problem. I can't help but believe that the Netgear modem is NOT compatible with the Xfinity wireless system. So today I spent two and a half hours on the phone trying to get someone to help, to no avail. Once service leaves the country there will be no service.

Comcast/Xfinity is charging me for unreturned equipment post hurricane Ian on my bill due in Dec 2022. My house and everything in it was decimated 9/28/2022 & is rubble. They are charging me $120 for a TV box that’s many years old. I’ve had service with them at same address for 18 years. Several years back I switched to ‘Internet only’ and bought my own modem/router equipment. I called Comcast/Xfinity Customer service about returning their box then & stopping any equipment fees. They were super nice and told us to hold on to it and assured me there would be no charges for it. That held true.

Flash forward to now. I have two issues:

Equipment: It appears Xfinity is now expecting the box back, per their bill. The extra charge caught me by surprise. There is nothing to return, as all is gone. Can they claim as a casualty loss at it’s depreciated value? That, I don’t know. Initially post hurricane, Xfinity C/S was incredible when I called them the 1st week of Oct. They offered to put my account on a 6 month zero-cost hold so that I could restart service when more settled if needed. Very nice & impressive goodwill offer. One less thing to be concerned about at that time. I’m currently staying at a transitional residence and needed Internet here. Once again Xfinity was very helpful. I didn’t seek a promo deal, as I’m in a transitional state, until I get a more permanent residence. Xfinity agreed to let me keep my prior Internet monthly rate, and I agreed to a one-time $100 installation fee for my current service address. Seems fair.

Billing & customer service: Post disaster chaos seems to be abundant. Installation was fine. Our 1st few weeks, we were challenged getting a consistent quality connection / service. That’s been resolved. Then, after my initial monthly payment went through, my credit card got replaced with a new number unexpectedly, due to an address change snafu. I was having all kinds of issues accessing my Xfinity account; Rarely did I have issues in the past with that. I needed to update my new credit card # in the system. Even with a rep’s help all kinds of glitchy stuff & odd errors were happening with access to my own account. Somehow my old card# was still in autopay. I tried to get real help again today, to no avail. My payments are usually right on time, but this payment didn't go through as expected. I discovered today, but it's 12 days late. I have now paid the most recent bill balance in full to avoid potential disconnection. I’m over a barrel. The situation I’m in is far from typical and I need to be mindful of my expenses through this long-term recovery hardship. Xfinity is happy to help add services, take my payment or give me a payment arrangement but getting real help with the root of an issue, is often challenging.

I received an email from Xfinity alerting me that "a secondary user on your Xfinity account recently changed the secret question and answer on their account." This email invited me to call [protected] if I believed this change was made by an unauthorized person. I tried doing that but the menu options did not work. I then did a Web search for your fraud department telephone number and finally found [protected]. After working through the menu I ended up talking with an agent. Because of her accent, I could not understand what she said. I asked to speak to someone else but she repeated the same canned spiel each time I told her I could not understand what she was saying. Finally she just hung up.

This whole process has taken about 45 minutes with no resolution. Please tell me how to talk to someone with no accent who can tell me if we have a security problem with our account.

On October 7th, we went to Xfinity online and changed our plan to unlimited data.

We received an email from them within a few minutes which read: ‘Confirming Your Plan Upgrade’ ‘Success! We’ve completed your switch to the latest Xfinity mobile plan. Here’s what’s included:

‘The unlimited option is $60 per month when you have 2 or more lines on your account’….

Since we specifically requested unlimited service, we saw this as a confirmation.

When our first bill came in at $199, we called and we were told that we didn’t have unlimited service, we had only changed our plan, not the service.

We also owe over $250 for this month so far because, since we thought we had unlimited data, we were not keeping track of our data. After calling, being sent to the store, then being sent to another store, then being told to call, then calling again and the. being told to go to a store. We offer to show them the confirmation email, but they are not interested in seeing it.

At one point we were offered a $60 credit.

Personally, I feel as this is deceptive and since Xfinity has given us the ‘runaround’ I think that they know it’s deceptive.

On nov 15, 2022 robert slanina, po box roy wa. 98580, we eye witnessed n documented called into xfinity main line because he's had to 8 to 30xs a month since he went from just cable free hbo starz showtime all the channels free apps 29.95 month on july 17th 2015 to adding landline phone, for double play 60 month plus taxes because that was last month you could get modem free, with free battery for when power went out we his nurses could call 911 as robert's a terminally ill code 799.3 patient having 1 to 10 heart attacks a day like. Lethal triggers now 2022 it's 60 to 90, caused by things like this triggering repeatedly. He also has buble boy luekemia v10.6 n ms 340, severe reactive bp 401.6 to 9, severe canal n foraminal stenosis in 4 to 6 spots moderate to severe in 9 to 11 more fast progressive demylenating nerves severe afi n arrythmias he calls a dancing heart but are deal heart attacks n pin [censored] seizures bobs a hero paramedic whose been blown up 2xs had his chest heart right side crushed under 50,000 lbs left side burned wrist elbow to bone, but never received a dshs grant nor lni by tacoma hca dshs unwritten illegally practices of keeping all benefits but ebt n lowballing them from people with birthdays 5th 26th n 27th of month to prove they work for rest, cutting bob off nursing 2xs illegally in retaliations for hiscexposing theirs felonious continued action, growing n making more lethal, triggers. August 2015 comcast first bill came bait n switch n it was not 60 plus ran it was c 203.00, so 8 to 30 calls they promise 75 forever ca u se modem was now charged sept bob gets 208.00 bill so 8 to 30 more calls to fraud everyone nwjp you dshs hca free legal aid attorney general informing bobs being targeted by people we he exposed and they are deliberately smearing this minister of jehovas witnesses 98% reps fix then someone else changes it back, bob still needs his free 65 dollar battery they run his card n take 65 plus add it to another 200 bill, mind raping n wearing him out so we he calls to see if his ex elizabeth honea her sister mari davies davis any davis or her friends mike mcmullins jessica cox john lewendowski, ryan april davis, linda carolynn limkee x head of northwest justice project joe jordon have been calling in telling them he wants these changes higher bills for less channels goods and services, so bob we had to call 8 to 30xs a month to check to get package deal he accepted not bogus deal they bullied him into again n again by giving heart v attacks to k find if his ex or others were cause, and why bill was constantly having overpriced things added without his knowledge or ok like now national mortgage added themselves on illegally to bob homeowners like bayview added bobs name onto lizs court ordered bill n his addresses to extort him for bill citi collected insurance on in full in 2011, and this and emails and new bill against 6 th cease n decist letter to billing department isolating that n prior notices for 33 n 34 time national mortgage by also mr cooper, righpath llc same illegal business practices..

So april 24th bob adds triple plat again promised 94.68 including taxes forever 3 months l a ter bill goes to 222.00. Lady who came to do install for free found reason modem bobs owned landline phone never worked right cause man july 2015 never hooked it up, again modem that but was promised free he was charged 9.99 month then 14.98 month now was not hooked up she then said reason battery he installed 3 months later nevervworked either was its dead so she took it to truck to test it n left withit 65 dollar free battery so comcast refunded bob 300 dollars then bob had 3x 4 way line splitters and 5 2 way she took 2 4way n 3 2 way line splitters bob owned cut his antenna wire 75 to 80 feet n took it, and by december since bob was promised triple play o4,68 month forever but someone every month put him to double plat added n padded hid bills forcing him to call and they gave 50 60 month credits e a ch month all of 2019, then again adding padding continued to this day so going n asking for triple play nov 15th n for them to remove double play he never signed up for n netflix for 45th time since sept 4th n since they n can see who made. Hanges stopp the. Forever once more, and he get x a tony who says you only get channels for 152 a month what's going on bob starts at beginning n tells tony all this n to trace who keeps bumping him off triple play n adding padding his bill tony goes I used to be in tech dept have you heard of essentials no bob says we advertise for seniors new lowbudget package 36.74 a month it's advertised ion their website still free flex box he says free mobil phone bob goes tell me everything any fees is my phone free no but mobil is is modem free I can make it by tweeoing so no connection hidden service charges nope the 62 month cable will be zero the moden voice landline 52 month bogus double play for 10 m channels will go from 52 to 3 so 36,74 will bev39.44 and you love it I have it do you want my old cable box back m let me see no its to old forget about it do we need engineer tech to hook up anything cause I an a quad having nurses 24/7 so, I cannot do it it 4 easy steps plug in 2 wires power in hd cable, nov 15 to nov 28th bill was 34.44 on screen box died thanksgiving due to comcasrt line failure to whole area so rep thought bob was talking about regular cable box and fo r 3 hours kept trying to get flex box working by messing in cable box n modem till sh e put us thru to techs and without checking to see if they had major area outages he played with flex box having us nurses unhook n rebook it back up 55 minutes then said got to be defective new box well mail you new one bob asked for free n he confirmed yes no shipping no fees bob called bank n comcast next day cause they ran his card fred meyers on nov 22, 2022, bob told bank who took funds without his permission they said comcast rewards for $45 the first time bo n called comcast robot said whole area was out so he asked reps if they knew told them whole factscwho what why where when why n how which now takes 35 to 45 minutes if they listen n do not steal e gically interrupt n try to bully each day nov 15 till amire in dominican call center thru 2 call centers u e a mexico phillipines 1 dominican rep. N venezuelan all said its free they did not know of any charges taxes contracts 1 rep n 1 supervisor a d ay now aire in loud bullying voice says you know nothings free battery chargers we never ship with phones that's another reason why we bob called there was no battery charger with free google 6a phone, so reps said ok k we will get you one free amire no its 38.44 let me run y o up card bob no you will not run my card they already ran it for 45 without my approval or knowledge oh that's taxes what's your last 4 on card no do not run my card unless it free oh I m can send you a better phone no I am to using or activating o r accepting any deals till 8 see it in writting not a blank acceptance email you fill in contrary to promises, what's your address it's 6514 3902 street court south it cannot be street court screamed amire angerailly giving bob heart attacks, so do you want that charger no not unless it's free like promised let me see hold ok I can give it to you for 38.44 should I m run your card no n now your giving me heart attacks I do not want phone I was promised was free amire well phones free can I hook you up onlynid its free n you do not run my card for even i1 dime, amire then hangs up next bob has us dial to see if amire placed an order for 2nd samsung phone. Deal 39.44 on screen switches to double play 94 then 62 then 98 then 84 with acp 30 m used not before so servifes essential says double play 60 connection fee 30 voice phone 24 voice phone 14 voice / modem then good reps would fix it n bad one would change it back 38 deps znd supervisors bob has us dial bank to check his card and amires stolen anither 45 and 38.44 nov 28 th but the adding n padding good reps listen say oh yeah a jamilet samaneigis been calling a mike mcmullins a elizabeth honea n mari davies from same cell a pn d several others saying change and add services he doesnt qualify and worse mike just called at noon, dec 22, 2022, tony called bo b back 3xs bevore dec2 apologizing and askung how bob was bob in detail filled everyone in l I ke great teacher of medics he was for army as civil servant highest rank, not accusing anyone attacking pr9blems with christian minister stuff knowledge love not hate we agree with him no one tahat said free should be terminated or fired they can be retrained what is free n what is not amire anna josh jake dec19th who went in n changed luzs deal dec18th from free essentials deal 36.74 forever by few tweeks for bad reps stealing n criminal frauds nnabuses add fptom n spenser last 8 days todays dec 28th 2022, luz said those 60 connection 30 vioce phone 24 voice 14 voice gone, and 8mgive you 155 credits promised I write it all up but dec 19th jake went n changed it back but she also read down each item n they tape all these calls especially bobs bad reos trying catch bob but hes not gioing to, break gods or mans she read paperless billings on if you do not want it take it off autopay is on if you m do not want it take it off now I know your not ly8ng about free modem july 2015 cause thats c why I signed up so read free essentials forever 36.74 a month before ac p ebb 30 credit by giving you renewable credit exactly 36.74 before acp somit will accrue now no connections but free flex box free voice phone for your landline free high speed a 30 value free modem now add 155 plus m 30 a month ebbacp will grow cause its gone dec 2023, but next xay bob gave jake date dec 18th n number she created for deal n ch a nged it back to bogus deal, on his screen now add 3 xs a day activation notices, 10 ss crecit given notices while bob spoke to k many good re p s who did not know phones had a 45 tax, a 2 year contract evenmamire did not disclose that b 6a 14.99 month n samsung bob cancelled but they would not let him so he refused it at door, thet confirmed back, dec6, n first phone and batteryncharger they confurmed recieved back dec 9th, while because bad reps lied threatened greg to, nursevsa v annahnyou cannot return it you only had 3 days tony said thats a lie dec 5th n lea his suporvisor convirmed it but they kept adding padding on mobil contracts bob was never told of n never ever would r agree to he has a free phone that comes with a battery charger, n no contract from another great real program that also handles calls for verizon n xfinity so they'd fix everything online lux dec18th but then along comes classy fion lawsuit maker evil rep n he reams bob worse..

Stalled sent emails you owe x amount we are auto runn I ng your card 4xs

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.