Comcast / Xfinity review: Horrible customer service. Right up to executives

ATT:
BRIAN ROBERTS
MIKE CAVANAUGH
TOM KASINSHAK
FEBUARY 16 2026

Good morning

I am 75 year old senior citizen ...and have been a XFINITY
customer for over 40 years...when they became a
Connecticut.. Corporation... and when customer service
was based in CT ...and was truly ….".customer service."
Everything from present record keeping... administration...
and to DEI customer service ...is horrible.
My complaint is chronologically documented below.
==========================================
9 COMCAST EMPLOYEES over 12 HOURS
ON PHONE AND EMAILS
NO RESOLUTION
I am providing a very long scenario with the names /
dates and employees ID numbers.. regarding my
complaint... something most people do not have the
wherewithal to request... when dealing with a complaint.
Also...XFINITY STATES THAT ALL CALLS ARE
RECORDED... for your review.
In Dec/jan of 2026...my billing for base service ...
went from $218 to $233.32
For senior citizens on a fixed income... that is significant
I called to see if there was some other options... before
moving my services to Frontier.
I have ALWAYS RECEIVED A MONTHLY PRINTED
INVOICE THROUGH THE MAIL since I became a cable
customer...40 years ago
My call also concerned ...NEVER RECEIVING A
PRINTED MONTHLY ...CELL PHONE BILL
THROUGH THE MAIL.
Thus both issues...which are simple and uncompleted...
became over 11 hours on the phone, emails, and with
supervisors...
Still unresolved
FRAUD by XFINITY ( documents attached)
Separate and apart, I had another cable company review
my existing services. Upon testing my internet speed...
Xfinity is billing me for 600 plus Mbp's...when in fact I
am receiving less than 132 MBP (documents attached)
This is clearly FRAUD.
How would a customer know this unless they had
another company come in to provide estimates
As of April 20... with over 20 emails to XFINITY
executives, customer service employees... they refuse to
Honor the original offer provided by their employee
"
Moud" in customer loyalty department ...on Jan 29th
=========================================
I am supplying the dates and their Employee
Identifications
----------------------------------------------------------------------
FRIDAY Jan 29... Spoke with "QUE"-
customer Loyalty
She explained that my cell phone bill was presently 37.84.
I explained that it could not be correct. She told me that as
of March 16 2025...my cell phone was paid off... but the
$15 MONTLY INSURANCE CHAGE WAS ON GOING.
That charge was never authorized by me nor was I ever told
there was a $15 INSURANCE FEE.
None of the other carriers impose such a fee.
She could not provide me wirth a document that showed my
authorization. So for almost 2 years Xfininity was billing me
$15 monthly for a chage I DID NOT AUTHORIZE. (I will
address at the end of this letter my experience with the
Salesperson at the Waterbury store who was rude and
disrespectful to me when I purchased the phone and
grabbed it out of my hand because I was not techcally
efficient. I filed a complaint with the store manager- Fanuiel.)
Que said she would take care of the matter... while I sat on
hold for over 30 minutes. I hung up
NO RESOLUTION
--------------------------------------------------------------------
Jan 29...I called back
This time I spoke with Sandra in Knoxville customer
loyalty Dept
I explained the same two problems. She said she would take
care of the issue. Again... Left on hold
NO RESOLUTION
---------------------------------------------------------------------
HERE IS MY MAJOR CONTENTION WITH XFINITY:
THEY HAVE REFUSED TO RESPOND TO THE NEW
RATE FOR MY SERVICES...PROVIDED BY
"MOUD" in
"
CUSTOMER LOYALTY
DEPARTMENT."... ON A RECORDED LINE...
AS OF APRIL 14 THEY HAVE FAILED TO RESPOND
TO ...THE ACTUAL OFFER... PROVIDED BY THEIR
EMPLOYEE
I HAVE ATTACHED 3 MONTHS OF EXCESSIVE
EMAILS TO THE CEO, THE ENTIRE EXECUTIVE
TEAM...AS WELL AS ALL THE CUSTOMER
SERVICE DIVISIONS ( OVER 20 EMAILS AND 15
EMPLOYEES
THEY CONTINUE TO PROVIDE A PRICE THAT
DOES NOT ADDRESS THE FULL OFFER.
SYNOPSIS:
Jan 29 ...3rd phone call
Spoke with MOUD in ...Customer Loyalty
I explained that I had already called twice and no one
resolved my issue. He spent at least 45 minutes trying to
help.
He told me that he had reduced the new charges on my
FEBRUARY BILL... to $212. 70 .
HIS OFFER WAS FOR ONE YEAR ONLY
FYI: In July 1... my new billing would increase by an
additional $23 .50...making my new total $258.82 per
month
So IN good FAITH...MOUD provided a ONE YEAR RATE...
for 212.70
He apologized for the bad service I received
He gave me his phone number [protected] ...a direct line
to Loyalty dept.
That number does not work when I tried to call back
AS YOU WILL SEE IN ALL THE EMAILS FROM XFINITY
EXECUTIVES/ CUSTOMER SERVICE... THEY WANT TO
GIVE A DISCOUNT OF $25 PER MONTH...WHICH DOES
NOT INCLUDE THE 23.50 UPCHARGE IN JULY ...ON TOP
OF MY PRESENT BILLING.
MOUD LOCKED IN MY RATE FOR ONE YEAR WITH NO
INCREASES.
THUS,,,, I WOULD BE PAYING AN ADDITIONAL 23.50 ON
TOP OF THE $25 CREDIT THEY WANT TO GIVE ME.
THAT IS NOT THE ORIGINAL OFFER
AND XFINITY WILL NOT UPHOLD...despite they will not
provide a copy of the recorded line
AS YOU CAN SEE FROM ALL THE OVER 20 EMAILS AND
PHONE CALLS I HAVE MADE... THEY REFUSE TO
ADDRESS THE ACTUAL OFFER
ALL I AM ASKING ONLY FOR WHAT WAS PROMISED TO
ME
IT IS AGAIN ...ON A RECORED LINE
----------------------------------------------------------------
Jan 29... Called again spoke with... LEO in
EGYPT
to confirm Cell Phone charges and to confirm changes by
Que/ Sandra/ and Moud.
NOT ONE CHANGE WAS MADE by prior XFINITY
employees
He confirmed that he had in fact removed the $15 per
month charge on the cell phone. I asked for an email
confirmation of what I was told by Leo.
Ironically. XFINITY had the incorrect email... not only for
my everyday email... but also my COMCAST EMAIL ...
WHICH WAS CHANGED WITHOUT MY AUTHORIZATION (
it was originally ..."fund for human rights @comcsat.net ")
Her explained that I received a paperless invoice monthly.
I have NEVER REQUESTED THAT...especially as the bill
was sent to the INCORRECT EMAIL.
All my contact info in XFINITY system was
incorrect
------------------------------------------------------------------
On Monday …….. I received my new Jan/ Feb
XFINITY STATEMENT
The amount $233 24.
No changes... per my conversation... with "Moud"
--------------------------------------------------------------------
I called again... and spoke to NICK in Arizona
ID... IK/
I reiterated that I was trying to find a cheaper plan to fit my
budget
This is the height of DEI hires.
He was so incompetent that I asked to speak with his
supervisor.
After keeping me on hold for 15 minutes…...he informed me
that supervisor would call within two hours ..
.LOL..that is short for..." she will not call me back".
( 25 years of dealing with Xfinity)
Not trusting him... I asked for her name and email :
Shalunta Eliam... out of Florida. I waited till 10 pm that
evening for a phone:
NO CALL
------------------------------------------------------------
---------
On FEB 10th , I sent an email to
supervisor….Shalunta ELIM ...
'NO REPLY
My EMAILS ATTACHED
On Tuesday evening…… 4 days later……at 7:18 PM.
Received a phone call on my landline.. from Comcast
number... [protected]
NO ANSWER...
NO RETUN PHONE CALL
-------------------------------------------------------
IT GETS WORSE
At 11:55 AM the following day ...I called
again….. and spoke with PETER IN
ATLANTA ...ID- RCF..
.customer loyalty
After explaining that I wanted a cheaper plan, He was unable
to help me. Not well prepared or trained
----------------------------------------------------------------------
-----
I called back again and spoke with……. CALVIN in
Customer Loyalty:
ID...- /G9...
East coast 6:20
Calvin is the epitome of a horrible customer service
Representative
He offered me a plan at $350..00 ... almost$ 20 more than I
AM PRESENTLY PAYING…….
HE INFORMED ME...that
"
I HAD TO TAKE THIS
OFFER... before I hung up with him" ...otherwise it was
not available.
This is like dealing with THE MOB.
I ASKED FOR A SUPERVISOR
Supervisor 509 was to call me back
NO REPLY
All of this on recorded phone lines
I hung up on him.
--------------------------------------------------------
The following Tuesday I did speak with Shalunta... FEB 14
. who promised she would resolve the situation
( she has no ID number ….per our conversation)
LOL... as usual... she claims had NO AUTHORIZATION TO
MAKE ANY CHANGES
She gave me the corporate number in Philly and said she had
written copious notes.
STILL NO RESOLUTION
She provided...TELEPHONE [protected] ( the "make it
right team")
Not Trusting Xfinity...I asked her for an email of that office
She said she would get back to me
NO REPLY AS OF FEB 16th...
NO Resolution
-----------------------------------------------------------------
This morning Feb 16th... I called the [protected]
Ironically ...I was transferred to the Philippines.
Since I lived there... I immediately knew the accent-
Kathryn ID- 7474025
This is your customer service in the Philippines
As a Comcast customer….. I am supposed to believe that a
person in the Plillipines can help me….when
8 customer service representatives in USA cannot.
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FYI:
ALL MY TELEPHONE NUMBERS.
BOTH LANDLINES AND CELL as well as.. EMAILS were
incorrect in XFI NITY system.
HOW DOES THAT HAPPEN?
Xfinity has a problem.
Incompetent employees ...who take money for their jobs...
yet have no accountability to serve the customers who pay
for their service
All of XFINITY calls are recorded for your verification
It is a very sad state of affairs that Xfinity has intentionally
created a complex system for customers to file complaints
to executives... who are probably unaware of the problems
below them
How many other customers have had a similar situation?
The XFINITY reviews in CT alone should be a wake up call to
your executives.
In addition, I tried to send the contents of this email 3
separate times…... to your website contact info to "Tom
KASINSHAK"
It did not allow me to do so.
I
t states“ Try again Later"

REALLY?

NO RESOLUTION...NOW GOING ON THREE MONTHS