Comcast / Xfinity review: Billing

In December 2023 I went to my local Xfinity store in St. Augustine to find out how I could get unlimited internet to avoid overage charges that I had been billed for the previous 2 months. Met with Gary who convinced me that I also needed storm ready wifi. Gary said unlimited internet would be an additional charge of $10 per month. Next months bill was an additional $25. I could not get storm ready wifi to work for me. After another visit to the store the manager Jeffrey Freeman said I needed a new modem. Got it and took it home and now had nothing. Went back to the store and again spoke to Jeffrey Freeman. He arranged for Xfinity to come to my home to check wiring. After having wiring checked the modem was working but storm ready wifi was not. Another visit to my local store. I returned my storm ready wifi box and the manager Jeffrey Freeman checked it in. He said I was late in the billing cycle and more than likely I would be charged a $10 late fee if I didn't pay the bill with the storm ready wifi charge of $205.00. Jeffrey put a ticket in to get charge removed and said I owed $53.54. I paid that on 2-13. He also gave me his business card with a note on the back to remove $10 late fee in case he was not there. My February bill was $362.54. I made another trip to the store and Jeffrey said he could do no more and told me to text 266278 and that I actually owed $90,54. I sent a text to that number and when they found out how long I had been a customer transferred me to the loyalty dept. where I spoke to Ellen on 3-27. She informed me that the $205 had been removed in December and added back in January. She spent quite a bit of time getting things straightened out and assured me I was fine. Then I started getting texts and emails about my overdue bill. I called back on 4-3 and went thru the entire problem again with a young man who put me on hold to get a supervisor. I somehow got rotated back to unanswered calls and got Carly. I was on the phone with her for almost an hour. When we were done she also assured me that everything was taken care of. On 4-3 you turned off my cable. I called again and got Britana. I told her I wanted to speak to her supervisor. She said she was transferring me. The phone rang for 15 minutes with no answer. I finally gave up and called agin and payed $372.54. My internet has been restored. If you were me would you be happy with this type of service? Honestly I'm going shopping. I would however, expect a refund of $266.54 and an explanation as to why I received such bad customer service.

Tammy Burghart

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