Email address for Brian L Roberts CEO

Good Morning, @user_sgj1ro! Thank you so much for taking the time to reaching out to here on Xfinity Forums! I know moving is stressful, and then you add billing concerns, it is not what we want for our customers. I would be happy to look into the account with you, and ensure everything is resolved. Can you send us a DM to get started?

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I hope this letter finds you well. I am writing to express my heartfelt gratitude for the exceptional service we received from one of your employees, Raphael, [Edited: "Personal Information"] during our recent visit to your store Xfinity/Comcast at [Edited: "Personal Information"].  His professionalism and dedication made a significant impact, and we truly appreciate the respect and care he showed to both my wife and me while resolving our issue. Raphael [Edited: "Personal Information"] is a remarkable asset to your team at Xfinity/Comcast. His ability to address our concerns with patience and understanding is commendable. It is rare to encounter such a high level of customer service, and I believe Raphael exemplifies the principles of your organization superbly. His attitude and willingness to go the extra mile to ensure client satisfaction not only resolved our problem but also left us with a positive impression of your establishment. Thank you for fostering an environment that cultivates such outstanding employees. We look forward to our continued relationship with Xfinity/Comcast, knowing that we can rely on professionals like Raphael [Edited: "Personal Information"] to assist us in the future.

Sincerely,

[Edited: "Personal Information"]

I called your company and asked how much for basic tv for 2 tvs and they quoted me $116 per month so I agreed and went to a Xfinity store in Braintree ma and picked up 2 boxes and they manager Marcel told me it would be $116 per month now I tried to hook up the second box and your technical support said I can only have one box for this price. I said I was quoted $116 for two boxes. Why is your company try to scam me I will take this to court for deceptive practices.

Thank you for your time [Edit personal information]

Greetings... I received a notice from Xfinity that my TV cable box was not longer supported and I needed to get the new Xumo box. When I called into Xfinity I spoke to a representative named Cy. She said they  would mail me a new Xumo box for my TV. I asked about a modem and she said yes because of my time with Xfinity I qualified for a free modem and everything would be shipped to me for $15. I told her I would pickup the equipment at the Xfinity store instead of paying the $15 shipping, she confirmed that she had put in an order for me to pickup the equipment. She said she also could upgrade my service to 300mbs  since Xfinity no longer supported the 150mbs I currently had for service and with my military and direct paperless billing discounts I would only be paying $55 a month instead of the $60 a month. I said I couldn't argue with a change like that. 46minute call

A few days later when I went to the Xfinity store they only had my Xumo box and remote and I turned in my old equipment. I went home and contacted Xfinity by phone again and asked my modem.  He said yes I was qualified for a new modem and when he was inputting the information he said I would be increased to 1gig for ?$ a month. I said wait I don't need or want 1gig. Okay you will only pay the $15. shipping on the modem and you ,monthly bill will be $65, I reminded that the representative I spoke to on the 26 told me the cost would be $55. He told me in there was nothing in the notes to confirm that pricing. I asked to speak to a supervisor and he said since it was New Years Eve /Day in their location there was no supervisor on duty but he would fill out an escalation ticket #ECM [Edited: "Personal Information"] and a supervisor would call me the next day on 1/2 US. 1 hour 25 minutes.

When no supervisor called me on 1/2 I called back into Xfinity and spoke to both a representative and then a supervisor. The representative told me a supervisor called me and left a voicemail. I called my voicemail with the rep. on the line and we verified that I had no new voicemails. She read the note that the supervisor wrote from his call and it said I required no new further assistance.  I then asked to be transferred to a supervisor. I explained that the way to verify what I said was true would be to listen I again explained my billing problem to this supervisor. I had now spoken to three people each time explaining the monthly billing problem. After going over and over the same billing issue the supervisor told me the representative Cy miss informed me that i was getting the military discount and I was not in fact getting it. I said shouldn't I be able to verify that online on my bill? She did not know and said again the previous rep. misrepresented Xfinity service pricing. So she was transferring me to security.

When answered they asked questions and then said they had nothing to do with this billing issue. So security transferred me back to billing.

In billing I again explained the problem to the rep, and asked to speak to a  supervisor manager. I had been on this call for 3 hours 6 minutes

The manager offered $20. as a temporary fix. I have Xfinity mobile service which is spotty in our Walnut Creek neighborhood and the call was cutting in and out and then dropped. 3 hours and 26 minutes.

My problem is not solved.

This Xfinity is a nightmare I called the other day just to see if my contract was over in February and the first person I got said no it's not till October he ruined my life over a week and a half ago. I told him oh good then October is fine I just can't pay anymore if it goes up a dollar more I've got to go with somebody else no no no problem he told me after an hour later he said listen I'll give it to you for $ less. I thought okay I'll stay with you then I thought he was just giving me the price that he quoted me will come to find out he asked me what channels do you always watch and I gave him I have to have CNN I have to have TLC and I gave him a list of things that I love watching all the time was we hung up he ended up my contract and taken everything that I watch especially my CNN I can't watch anymore I have called so many times every one of those people over out of the country lie lie lie lie the one lady hears the ticket number and you'll have it I promise it will be on hear everything going back on the 21st 21st came I had to call again it's still not working you took everything away from me and I know I know we'll fix the problem the last guy totally convinced me the problem will be totally fixed in two days well it's been two days guess what I have no channels that he took from me so now. I have to mail out paperwork to the attorney general's office what this company does is called bait and switch which is very very dangerous very illegal I am going to shut them down for doing this to me and upsetting me so much when they lie and lie and lie no matter what they tell you believe me I promise you it is a lie they'll tell you they'll fix it just wait wait a couple days I have been talking to seven different people with seven different lies so now tomorrow I'm writing out all the paperwork I'm going to get the state of Washington to put charges against them for doing what they did bait and switch