I’m writing this blog to express my utter outrage and frustration at Comcast/Xfinity. I took hours to write and prepare the information to accurately reflect the chronological timeline of events with supporting documentation. It will be well worth the effort if the blog prevents one person from signing up for Internet and mobile services and going through the unimaginable ordeal that Xfinity has put me through.
Sales Call
My first phone call to Xfinity was on May 16, 2022, at 11.30 a.m. I spoke with a salesperson by the name of Jerome Jones. The call lasted 1 hour 39 minutes and based on his presentation, I signed up for Internet and mobile services.
During the conversation, I shared some of the experiences that I recently had with Tmobile. We spoke at length and I expressed how dissatisfied I had been with the company. I communicated my frustration in regards to Tmobile outsourcing the customer service aspect of the business and having to talk to agents who were clearly following pre-written scripts to communicate with customers. I disclosed to Mr. Jones that it made an already difficult situation worse. Mr. Jones seized the opportunity to promote Xfinity. I told Mr. Jones that I had terminated my contract with Xfinity’s services last September, in part because I was displeased with the service I received. Mr. Jones assured me that Xfinifty had turned things around and was making a genuine investment in Customer Care. All calls, he went on to say, are re-routed to local agents familiar with the nuances of the local area. This information will prove to be untrue as the timeline unfolds.
Below is a list of other promises or statements made by Mr. Jones:
- My new business telephone number would provide a similar service to Vonage, my current telephone provider
- My business telephone number would automatically be ported and there was nothing more for me to worry about
- I would receive a pre-paid credit card in the mail (as a gift for signing up)
- I would receive a sim card in the mail in a couple of days
- That I could reach out to him personally if I had any problems
As Mr. Jones guided me through the sign-up process, he made reference to an address on file that did not belong to me. I provided the relevant information and confirmed my address as apartment B. He created a new account as opposed to reinstating the old one.
After signing up I grew concerned with incorrect information still being linked to my account and emailed the following to Mr. Jones at 3.13 pm the same day:
This is Michelle Williams, I was trying to edit my contact information and my account seems to be showing the wrong service address (see attached): My address is 7… E G…, not 7. The system is also requiring a voice security pin (I think to allow me access to my account). (see photo gallery below)
I was advised to pick up the equipment within 8 days at a location 2 miles from my home. Being keen to get started, I picked up the equipment the same day which was the beginning of the horror story with Xfinity.
According to my email tracker, Mr. Jones read the email shortly after it was sent but did not reply until 3 days later on Thursday; totally failing to address the issue regarding the incorrect address.
The equipment was connected sometime after 7.30 pm. and as advised, I proceeded to call Xfinity for a signal. The only option available was to chat via an app. The agent was unable to identify my account because it was showing 214, which is not my address. I was online with the agent for several hours. In the end and well into the night, that chat came to a halt for some unknown reason. At that point, however, I did have an Internet connection.
Tuesday, May 17, 4.42 pm CALL DURATION: 1 HOUR (see photo gallery below)
I reached out to Xfinity again the following day. I wanted to bring a close to the issue regarding my address. The agent I spoke with initially, had a problem identifying my information due to an incorrect address. He eventually put me through to a different department.
I spoke with a lady who advised that the equipment would need to be transferred to my correct address and that I would lose service for a little while. I was on the call with her for one hour.
During the call I asked about my business number which Mr. Jones advised the day before, was in the process of being ported. I was told by the agent that was not the case and she could see nothing in the system to reflect this. I was livid and requested a callback from a supervisor. I specifically asked twice to be called back. Needless to say, my request was ignored. The agent was reluctant to address the issue of accountability when I tried to explain the interaction the day before with Mr. Jones.
I was transferred to the porting team and spoke with someone who assured me that the number would be ported. I asked to be kept updated via telephone and the agent promised to call me back in a day or two.
Thursday, May 19
I received an automated delivery notification of my sim card. However, when I checked the mailbox, no sim card had been delivered.
Thursday, May 19, CALL DURATION 14 MINUTES (see photo gallery below)
A further call was made to Xfinity at 12.12 pm to inquire about the sim card. However, at 2:58 pm, I received a string of automated text as follows:
Message 1: Your Xfinity code is….
Message 2: Here’s the additional information you requested from Xfinity. Please visit. http://…..
I received a total of 130 messages one after the other from Xfinity. My phone just kept pinging over and over.
Thursday, May 19
In desperation, I reached out to Xfinity via Tweet which was ignored. (see photo gallery below)
Friday, May 20, 9.45 a.m. CALL DURATION: 18 minutes (see photo gallery below)
I received a perplexing telephone call from the porting department. He advised of ‘incorrect information’ on my account in respect of my zip code. However, when I provided the information, it matched Xfinity’s records. I was just as confused at the beginning of the call as I was at the end and growing more and more infuriated by the minute. The agent scheduled a call back later that day. (He did call back but I was on the phone with Mark, see below)
Friday, May 20. 11.13 AM CALL DURATION: 48 MINUTES (see photo gallery below)
My sim card was still outstanding and I wondered about the possibility of it being mailed to the same address Xfinifty incorrectly had on file. I called the President of my condo who provided me with information pertaining to the resident of 214. Upon making a call, I discovered that the sim card had indeed been mailed to the incorrect address. I picked up the package and proceeded to call Xfinity.
Friday, May 20. 12:03 PM CALL DURATION: 1 HOUR 2 MINUTES (see photo gallery below)
Friday, May 20. 3:22 PM CALL DURATION: 5 MINUTES (see photo gallery below)
As you can imagine, by this stage I was beyond infuriated and insisted on speaking with a supervisor. I spoke with Mark ID: BP – MMEDIN793.
Whilst explaining the events of the past week to Mark I sensed a shift in his attention. I asked him on two separate occasions to repeat back my last sentence and needless to say he could not. He apologized for not listening and offered me his full undivided attention with a request for me to start over.
My main request was for Xfinity to listen to the call with Jerome Jones. I was angry that he had messed up my account and very suspicious of the promises he made during the initial call. I wanted to ensure that I would receive everything I signed up for. I also wanted to hold Mr. Jones accountable for the time and inconvenience this matter has cost me. Mark seemed empathetic, and made statements in regards to the incompetence of Mr. Jones, essentially agreeing that the situation was horrible. He assured me that he would escalate the matter to senior management and agreed to call me back the following Wednesday, May 25 at 10 a.m. with an update. (Although it was now out of his hands he assured me that he would keep me abreast with any progress)
Mark assisted me with phone activation on the current mobile number. During the call, the porting department called back and I asked them to call me later as I was speaking with a supervisor. Up to Thursday, May 26, I have not received a callback.
Mark was not able to activate the phone and we agreed to continue the process the following day.
Saturday, May 21, 12:22 pm and 12:43 pm CALL DURATION 31 MINUTES and 12 MINUTES respectively (see photo gallery below)
Mark called and transferred me to the activation/porting department. In light of the stress and inconvenience the situation was causing he promised to call me back the following day to ensure the matter was resolved. He failed to honor his promise.
In the process of activating my phone, the agent had me verify my information. She was not able to complete the process and schedule a call at 10 am the following day.
The agent offered to apply a credit to my account. I did not ask how much or inquire further because at this point I just wanted the matter to be done.
Sunday, May 22, 10:49 pm CALL DURATION: 1 HOUR 31 MINUTES (see photo gallery below)
The same person called me back and advised that the delay was due to port protection on Simple Mobile’s end. We proceeded with a conference call along with my phone provider. After sending me a PIN number to approve the transfer, Simple Mobile advised that it would be transferred in 24 hours at 3:44 pm the following day.
The agent scheduled a call back at 4.00 pm to have everything finished up. She did not call back.
I looked out for a call from Mark ID: BP-MMEDIN 793 on Wednesday, May 25, as he had promised on the initial call but none was forthcoming.
Wednesday, May 25, 1.21 pm. 1.54 pm. 3:57 pm CALL DURATION 9 minutes 10 seconds. 2 hours 3 minutes. 1 hour and 50 minutes respectively. (TOTAL: 3 hours 59 minutes) (see photo gallery below)
I made several attempts to talk with Mark since he was familiar with the complexities of the matter. Furthermore, he had promised to assist me in getting it resolved and holding the appropriate individuals accountable. However, after being put through to a different supervisor, I was told that Xfinity does not have a system to connect customers to specific supervisors. I asked him what was the point of supervisors providing their IDs if they could not be traced but he was unable to answer the question.
By this stage, I was on the verge of a meltdown. Fortunately, my ex-husband, Tracy, was at my home and was able to take over. The frustration was overwhelming and stressing me out to the point of tears. He spoke with Sophie and proceeded with another call to Simple Mobile. After 4 hours of phone time, Simple Mobile hung up and we were forced to start the process the following day. Sophie scheduled a callback for 10 am or 3 pm.
Tracy and I were going to the theatre and actually missed the Uber in the midst of dealing with all of this. I was so upset, that I considered not going but rustled up the last of my energy and decided to after all. We ended up missing 30 minutes of excellent production in one of Chicago’s major theatres.
Wednesday, May 25, 2:36 pm
Now at boiling point and desperate for someone to help, I sent the following email to Jerome Jones. According to my email tracker, he read the message almost immediately but chose to ignore me. Bearing in mind, Mr. Jones during our initial conversation was boasting about the improvements in Xfinity’s customer service and trying to convince me that they actually care about the customer’s experience. Clearly, they do not.
Email to Mr. Jones:
HOW DO I CONTACT YOUR SUPERVISORY/MANAGER, YOU’VE SERIOUSLY SCREWED UP MY ACCOUNT, I STILL DON’T HAVE MY PHONE (see photo gallery below)
I followed up with the below email a few hours later which again Mr. Jones chose to ignore.
Email to Mr. Jones:
I SENT THE ABOVE EMAIL 2 HOURS AGO AND I AM STILL ON HOLD WITH XFINITY TRYING TO RESOLVE THE MESS YOU PUT ME IN. I WISH TO ESCALATE THIS MATTER. HOW DO I SPEAK WITH SOMEONE AT THE CORPORATE LEVEL? (see photo gallery below)
Thursday, May 26, 4:25 pm CALL DURATION 13 minutes 39 seconds (see photo gallery below)
I received a call from Xfinity at 4:25 pm. However, the number doesn’t actually ring on my end. I am literally sitting in front of the computer and no call came through on my google number. I believe Xfinity does this so that it appears that they have called and they can show a record of a missed call. I had the same experience with Simple Mobile a few months ago which is why I am aware of the unscrupulous practice.
I called the number back right away and became so irritated with the agent that I eventually hung up. It is so infuriating to listen to fake-sounding pleasantries such as ‘Oh that’s a beautiful name’ when you are in the midst of a challenging and frustrating situation. It sounds condescending, insincere and quite frankly it is unhelpful. I simply could not go through the process of explaining everything again and being asked questions that I’ve already answered over and over. It is way too much.
Thursday, May 26, 5:19 pm CALL DURATION 25 MINUTES 18 seconds (see photo gallery below)
Sophie, the lady from yesterday’s called my ex-husband and he conferenced me into the call. She made a further attempt to call Simple Mobile who apparently hung up on her.
She said she would continue trying and call us back in 10 minutes. She did not call back.
The situation as of today, Friday, May 27
- I currently have no phone
- I currently have no business telephone
- I have not received a pre-paid credit card
I do not know who to contact to resolve this matter. It seems that Xfinity has totally outsourced its customer service. I’ve looked for a corporate telephone number and cannot find anyone to talk to in the U.S so can only deduce that Mr. Jones was lying when he described routing to a local agent.
I am surprised at how this situation has affected me. It has literally brought me to tears I think because I have no control over the matter and I’m at the mercy of a company that already has such a bad reputation and does not care about the customer’s experience.
Unfortunately Chicago, unlike New York is subject to very limited choices when it comes to Internet providers. Tmobile’s internet service is horrible, and AT&T’s customer service I understand is terrible. As a customer, we’re stuck with these companies who make us aware via extremely poor customer service, that they have the monopoly and it is very little we can do about it.
I was so reluctant to go back to Xfinity and feel nothing but hostility towards them for encroaching on my personal space and infringing on my time, work, and enjoyment of life.
They offered me a credit of $4.10. I say to Xfinity, I don’t want your credit, give it to a charity of your choice. You owe me well over 10 hours of time that I’ll never get back, plus the several hours it has taken me to compile my phone records and write this blog. I’ve lost working hours trying to sort this out and as of today, Friday, May 27, it is still outstanding.
NOTE
I want to make it very clear that if Xfinity had called me back on Monday at 4.00 pm as scheduled, they would have concluded the transfer from Simple Mobile.
CEO David N Watson and Social Media
I was horrified but not surprised by the negative comments on Social Media in regards to Xfinity. One Twitter user has been put on the FBI watch list after threatening the CEO, David N. Watson. Although I do not condone violence I definitely understand that the anger towards Comcast Xfinity comes from a place of sheer frustration and a sense that paying customers are not seen or valued. Technology is an integral part of our lives and being without it makes everyday things, like calling an Uber, or talking to loved ones extremely difficult. I totally resent the tremendous and unnecessary strain that Xfinity has put on me and on some level, we all know they are getting away with murder.
I would love to think that someone would take the time to carry out a thorough investigation into why after 10 days, my mobile and business numbers are still not activated and for Mr. Jones, Mark, and others to be held accountable. However, throughout this experience, there is nothing to indicate that Xfinity will respond with urgency or concern. I would like to see evidence that Mark, ID: BP – MMEDIN793 even referred the matter to senior management, I am inclined to think he did not.
I do insist that the phone record be pulled and listened to (Mark, ID: BP – MMEDIN793 promised this would be done) to see how poorly customers are being treated and lied to.
I shall be contacting the Better Business Bureau and also intend to file a complaint with Consumer Affairs though I hate that this has taken over so much of my life and really don’t want to have to deal with it. I am way too busy and don’t have time to clean up Xfinity’s mess.
Please see supporting evidence of this matter in the image gallery below.
On A Final Note
Avoid Xfinity if you can. They are notorious for really bad customer service. Although they offer some good packages, the hassle is just not worth it. I will continue to update the blog until Xfinity carries out an investigation of these events and/or I receive service.
Please share on Social Media as a warning to others.
Thanks
Michelle Williams
Life and Couples Coach
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UPDATE Monday, June 13, 2022
Friday, June 10, 4:43 pm CALL DURATION 1 hour 7 minutes
There are several small updates that I simply haven’t had time to include but the latest contact with Xfinity definitely needs to be stated.
I contacted Xfinity last Friday, June 10, and was surprised to speak with a local person. I reluctantly gave a brief synopsis of the events and he put me through to a supervisor by the mane of Ida. I read through the sequence of events as stated in the blog and she genuinely seemed horrified by my experience with Xfinity. She said, ‘this is not the way we deal with customers,’ and I must admit, there was a small sense of relief that I was finally speaking with someone who could relate to the horrid ordeal.
During the call, Ida advised me that my business number (from Vonage) was converted to an Xfinity landline. I couldn’t believe what I was hearing. At no time during the initial conversation had I signed up for a landline. I was shocked and outraged, though not surprised that this could happen. THIS IS MY BUSINESS NUMBER and during the initial conversation with Mr. Jones (salesperson), I asked several questions to ensure I was getting a like-for-like business package. I stated that this person needs to lose his job. Ida was horrified that so many things have gone wrong and that I STILL DO NOT HAVE MY MOBILE NUMBER (my other personal number). She suggested that I contact corporate stating that they are very good at responding to such matters. The telephone number she provided that I later called, does not have the option to speak directly with someone from corporate as she had implied. I had earlier advised Ida that I had sent the hard copy of this blog to the corporate office and wanted to see if the document had been received.
In order to assist with my personal and business number, Ida said she would have to put me through to a supervisor in that department. I was hesitant to remain on hold but initially, she said she would stay on the call until I get put through. However, after remaining on hold for several minutes, Ida advised of a 30-minute waiting time. She said she would call me back in 30 minutes (or thereabouts) to make sure I get the matter resolved. She empathized (or so I thought) with the numerous callbacks from Xfinity that were not honored and said, ‘I know you’re probably thinking I won’t call back but I definitely will.’ Having absolutely no trust or confidence in this appalling, despicable multi-million dollar company, I asked Ida if she could please put the callback in her calendar to ensure that I am called back. This woman promised me that she would call back adding that if it is not exactly in 30 minutes, it will be close to that time as she may be on another call.
I don’t think anyone reading this blog or any of the 2,191 1-star reviews on Trust Pilot (https://www.trustpilot.com/review/www.comcast.net) would be surprised to know that IDA DID NOT CALL BACK. My business telephone number is about to expire on Vonage on Tuesday which means I will have no access to either my personal or business telephone numbers.
Xfinity has made it almost impossible for customers to contact the corporate office. I tweeted several times last Friday, trying to get this matter to the CEO’s attention. It is unbelievable that this is happening. I literally have had to make alternative arrangements to go out and about given that I do not have my cellphone.
I resent that I’m having to take so much time out of my already overwhelming schedule to deal with this. I am trying to run a business that takes up a massive amount of my time. Xfinity needs to be held accountable. This should not be happening. I am exhausted and totally worn out.
I have added a review on Trust Pilot but unfortunately, I had to give a 1-star rating as the ratings only go from 1 to 5 with no option for zero or minus.
UPDATE Friday, June 17, 2022
I sent the below Tweet to @Xfinity and @XfinitySupport and to date have not received a response. (is this really happening?)
Friday, June, 24, 2022
I haven’t been consistent with tweets to @Xfinity and @XfinitySupport because this whole thing is imposing way too much on my life and I resent having to keep up with it all. However, I’ve recovered some sent tweets below of which NONE have been responded to.
Friday, June 24, 2022
I called Xfinity’s corporate office today after being provided with a different number from the one Ada provided 2 weeks ago. The number that was given to me by Ada was 215 583 8078 but the call just gets caught up in an endless automated loop. I called 215 665 1700 and was told that my case has been assigned to Eric from the mobile executive resolutions team. I missed a call from him yesterday but was assured by the person I was speaking with that he would definitely call back. In the meantime, I called Eric’s number and left a message on his voicemail. He called me back later that day.
After the conversation with Eric, basically, I was back to square one. He canceled my business number and was not able to reinstate my personal number. The reason for the latter was due to me closing my account with Simple Mobile. I would need to reinstate my telephone with Simple Mobile which I did that day.
I was disappointed to be told that my ‘case’ would not get to see N. Watson as per my request and that he was the ‘highest-ranking’ member of the team and it would go no further.
Eric referred my ‘case’ to his counterpart on the residential side and promised that somebody would get back to me within 24 hours. It could well be tomorrow as he advised that they also work on Saturdays.
Eric assured me that although he was not able to listen to the initial phone call with Mr. Jones, an internal review of the matter would be carried out.
I asked Eric to call me back the following Tuesday as that would be more than enough time to ensure that his counterpart did indeed contact me. He agreed to do so and advised that he could not close the ‘case’ until the matter was thoroughly resolved.
I felt somewhat assured by the end of this conversation with Eric and reservedly optimistic that I could finally get on with my life and put this horrible ordeal behind me.
UPDATE Wednesday, June 29
No call from Eric as promised and expected yesterday (Tuesday, June 28).
UPDATE Wednesday, June 29
I received a call from Howie, Eric’s counterpart. We spent 1 hour and 33 minutes discussing my ‘case.’ To make a long story short because I am so damn fed up with this infringement, Howie offered an initial refund of $43 but later agreed to $122 due to me not having access to my business telephone number (that unbeknown to me was converted to a residential number by Mr. Jones). He also confirmed the monthly amount advised by Mr. Jones was more or less correct. (includes number ending on 0906 and my personal number). Because the discount was part of a package, so to speak, it made sense to re-transfer my personal mobile number (the number that Eric had previously canceled). Howie said that he would get on to Eric immediately after the call to get it set up.
Howie was not able to listen to the calls but spewed the same spiel as his counterpart Eric regarding an internal investigation.
He felt having a ‘residential number’ should not have negative tax implications, though he made it clear that he could not give tax advice.
Apparently, Howie was only given my ‘case’ yesterday, which is why it took 4 days after my conversation with Eric last Friday.
Howie provided information and a link to activate my business number (number ending in 0906).
At the end of the conversation, I asked Howie to please call me to ensure:
1. My personal number was set up (a call to Eric after our call to initiate this)
2. There were no problems with my business number (number ending in 0906).
He scheduled a callback for next Thursday, July 9.
UPDATE Friday, July 8
No call from Howie as promised and expected yesterday (Thursday, July 7).
Call to Xfinity Residential Saturday, July 2.
‘Business number (residential line ending in 0906) is STILL NOT ACTIVATED. There is no dial tone.
I called Xfinity and spent 30 minutes or so troubleshooting. The person I spoke with could not fix the issue but advised that the problem was on Xfinity’s end.
She advised that I would receive a text within 48 hours of the call to which I would need to respond in order to activate the number.
Xfinity did not send a text and as of today, I still do not have my business number activated.
Friday, July 8, 2022
I am loathed to call Xfinity again today because I feel defeated. There are no words to describe this ordeal.
If I’m being messed around at the corporate level, what chance do everyday people have for justice?
Xfinity has the worst service of any large company in America and they do not give a shit about the customer’s experience. My hope is for a mass exodus of customers to a viable alternative. I am currently on the waiting list of RCN (formerly WOW) and Verizon as soon as they become available in my area. I would love to see Xfinity go out of business, I loathe them with a passion but the reality is there is not enough competition for change or to even hope for a culture of decency.
I will call both Eric and Howie today and update accordingly.
I called Consumer Protection today and will file a complaint against Xfinity.
Friday, Jul 8, 2022 Tweet to Xfinity
Friday, July 8, 2022
Complaint filed with Consumer Protection. see below. Also, see my tweet to Xfinity.
Friday, July 8, 2022
Call was made to Eric at 1.37 pm. I left a message on his voicemail requesting a callback.
No callback.
Tuesday, July 12
Call to Xfinity to activate my business number ending in 0906. I initially spoke with a lady by the name of Danielle who passed me over to the porting team. Long story short I was told that the porting from Vonage was incomplete. I couldn’t believe what I was hearing! (The original porting occured on May 17). Are you serious? I immediately got onto Eric.
Tuesday, July 12
Call to corporate. Spoke with Mark. He advised that he could see Eric online and would send an email requesting a callback. I asked Mark to also Cc his manager. He indicated that the callback would be asap.
No callback.
Wednesday, July 13
Further callback to corporate. Spoke with the Melissa who seemed somewhat empathetic to my plight. I sent her the link to this blog and she included it in an email to Eric, and cc’d his manager.
I later received a call from Eric. I expressed my disappointment of his failure to call me back as promised over 2 weeks ago. He advised of personal issues that took him away from the office. I stated that given the ordeal that Xfinity has put me through, he could have put something in place for someone else to call me back if only with an update on his status. At a minimum it would have been the courteous thing to do.
I expressed my frustration and disbelief of Xfinity’s handling of this matter which has still currently left me without my business number ending in 0906. I told him that the they had a responsibility to deal with customers ethically and I particularly wanted him to know that, in my view, everyday people are being pushed to the brink and though I don’t condone violence, those with less resources and no support systems may lose it when they feel powerless and screwed over by these large corporations.
He did apologize.
The rest of the conversation summarized as follows:
1. We called Simple mobile to attempt porting of the number ending in 1617. We were given a transfer pin that would expire in 7 days.
2. He emailed Howie for confirmation of the monthly payment. There was a discrepency with the amount I was told by Howie (and initially Mr Jones). Eric said he would try to get the callback pulled to clarify the information I was told. He requested for Howie to call me. (Howie is Eric’s counterpart on the residential side who scheduled a callback with me on Wednesday June 5 but failed to honor his word).
3. We agreed for Eric to call me (this would have been after my conversation with Howie) next Tuesday July 19, at 9.00 am CST.
If you you have been following the intricacies of this hideous situation you probably can guess what comes next!
Eric failed to call.
Wednesday, July 13
I received a call from Xfinity’s porting team. Summary: they informed me of an initial error on their part (Mr Jones getting my address wrong and the porting done to the wrong address). I would need to reactivate my account with Vonage to resolve the matter. I told him that I was not prepared to clean up their mess but I would stay on the line while Xfinity calls Vonage. I was told that this is not Xfinity’s practice and despite telling him that Eric and I had just done so with Simple mobile a few moments easier, he did not budge his position. Although he said he would refund the activation cost, my concern was that was easier for us to contact Vonage together to ensure a smooth transition. (i.e no further misinformation, misunderstandings, and that we are all on the same page avoiding further mishaps).
He ended the call by stating, that he would let his people know that I refused to cooperate which was not the e case at all.
Friday, July 22
The matter is still outstanding. Eric did not called me back on July 17 as promised. Howie has not reached out despite a request to do so via Eric’s email on July 13. I STILL DO NOT HAVE MY BUSINESS TELEPHONE NUMBER ending in 0906. Xfinity sent me a bill in the amount of $100, for a service I have NEVER received. (A portion of the amount is for high speed internet that I have had access to).
Xfinity has no decency. I plan to ask for a thorough investigation into their unethical practices. They entice prospects with attractive deals but after signing on the dotted line, it is not reflective of the actual monthly due amount. I was told by Mr Jones and later on by Howie that my monthly payment would be $50+ (around this amount a small discrepancy by a few dollars).
I have also been told by various staff members that once the matter is in corporate hands, they would ensure a speedy and equitable resolution. An outright lie. each time I speak with corporate who are familiar with this hideous ordeal, they make matters worse by not honoring their promises to call me back. (Eric twice, Howie twice). What the hell is this?
I now have to waste more of my VERY precious time (I’m trying to get my small business going), on this matter that began on May 16, 2022. This is horrible and shows a total disregard and lack of care and professionalism.
I hate that we spend so much time in this country talking about other issues when the main culprits are these god-damn multi million dollar monopolies and the hold they have on the completive markets. They remove customer choice from the equation, compromise greatly on quality service, lack systems of accountability and in this case, render customers like me powerless to do anything about it. That’s the real divide that diminishes society.
My deepest desire is for a mass exodus of customers from Xfinity to a viable alternative as soon as one becomes available. I wait patiently. With every cell in my body, I HATE THIS COMPANY. Xfinity where is your integrity?
Friday July 22
Call to Xfinity’s corporate office. A requested for the case to be escalated to Eric’s supervisor. The agent I spoke with advised that an email would be sent accordingly. It included my request for someone other than Eric to call me back as this was the second time Eric had promised to follow up with me and failed to do so.
Friday, July 22
I received a call from Eric not too long after the above call. He said the reason he did not call back as scheduled on July 19, was because he ‘was busy.’ Appalled by his poor excuse, I asked to speak with someone more senior. He reiterated as in previous conversations that he is the highest level. He offered to transfer my case to someone else in his team but not wishing to start over with someone new, I declined. He asked if Howie had returned my call as requested by Eric the week prior (Wednesday July 13), I told him I had not.
He proceeded to send Howie another email after confirmation that he was online. While on the call with Eric, Howie responded and said he would call me back once he finishes up on the current call.
For the third time, Howie failed to call me back.
I did not schedule a callback with Eric since it is clear he is not taking the matter seriously.
Saturday July 23
This matter is taking such a toll on me, I woke up this morning and decided to drop it. I will utilize resources I currently have. Unfortunately it means I will lose my business number ending in 0906 (residential line) as Xfinity never completed the porting (information disclosed to me on July 12). The decision is a big inconvenience as the number appears on all my business stationary/website/signatures etc. It was not made lightly, but I simply cannot continue this ordeal with Xfinity.
I will however contact my local news channel to see if they can investigate Xfinity’s unethical and potentially unlawful practices.
Xfinity’s sales people use unscrupulous sales tactics to get you to sign on the dotted line. They give misleading and wrong information to entice you to sign up then wack you with a bill that far exceeds the numbers presented on the call. They then have a multitude of barriers preventing a thorough inquiry such as ineffective supervisors (Eric and Howie), no avenue to escalate the case to senior management (I was advised the matter could not go further than the aforementioned supervisors) and poor internal accountability loops (several requests for calls to be pulled to verify content has been ignored).
A simple request for the initial sales call and call with Howie on June 29 would clear up the dollar amount told to me in respect of my monthly payment.
I will report back with an update from channel 7 hoping that it is positive as I strongly suspect there are many others who have been misled and taken advantage of by this hideous company.
Monday July 25
I called Eric and left a message on his voicemail informing him of my decision to no longer pursue activation of the business number ending in 0706 (residential), as the stress isn’t worth it. I also advised that I would keep Simple Mobile as the mobile provider and abandon the plan to transfer the number to Xfinity for the same reason. I may have mentioned that at this point my goal was to limit services with Xfinity due to their very poor handling of me. However, the main objective of the call was to request a call from Howie to wrap things up regarding a bill I received in the amount of $100. I asked Eric to send a further email to Howie, requesting a callback. I also asked Eric to call me back to confirm status of the email to Howie.
Eric did not return my call.
Tuesday July 26
I called Xfinity’s corporate office (a.m.) and spoke with a lady called Shakeda. I requested an email to be sent to Eric regarding this matter, in particular an outstanding bill I received from Xfinity. Shakeda confirmed that Eric was online and proceeded to send an email requesting a callback.
Tuesday July 26
Since I had not heard from Eric, I called Xfinity,s corporate office around 2.00 p.m. The person I spoke with checked the case updates and advised that the next action on the matter is for Eric to call me back this evening at 5.00 pm EST. I asked her if it was worth sending a further email to him as a reminder, but I was told it was not necessary as he has logged the callback and would definitely call me back.
No callback from Eric.
Thursday, July 28
Call to Xfinity’s corporate office. I spoke with Andrea who promised to send a further email to Eric assuring me that I would receive a callback today.
