Customer Service FAILURE Urgent Assistance Needed - Attention: Tom Karinshak & Charlie Herrin

Why go to Customer Service at xfinity if they have no authority to deal with basic billing issues?

I've now had to make 4 trips to the xfinity store, and there are plenty of customer service people around- no waiting- always 3 or 4 extra people standing around talking to each other.  Each time, I explain why I'm there...  and then wait while they converse with someone on the computer.  I asked if there was a way for me to speak with the person directly instead of sitting for 10-15 minutes, waiting for them- but was told to "just wait" while they continue to see "what can be done."  Ironically, each time I've had to come in, there were people asking the same thing- could they speak with the person who knows what to do.

It's a real problem, because they don't get the information communicated correctly.

I lived in Texas for the last 16 years, and had Comcast/xfinity . I moved to Washington, I went in to the store (March 18, 2023) and signed up for the basic Internet service. I'm retired, on social security and was told that my monthly bill would be $35 (equipment included) for 24 months.  November 24 (2024) received notice that my bill was now $50 due to unreturned equipment.  I returned the equipment, asked that my account be corrected and back to $35 monthly.  After 20 minutes of waiting while the rep talked to the computer, she said it was fixed- but it would take 24-48 hours to reset- so wait to pay my correct bill then.

Unfortunately, it never "reset"- then I got a phone call from an xfinity mgr about my "ticket" and I went through this with him.  This was a couple of weeks later, he said it still hasn't changed in the system, but he'd correct it, and again told me to wait until it was returned to the $35 before paying online.

Long story, short-  it wasn't corrected, and I got a notice saying the prices had increased, and I had late charges.  I went in two days ago to get this FIXED.  A very curt young man spent 20 min talking to computer- then said that my "request for discounts" was not accepted and that there was nothing they could do.  I never asked for "discounts"- I want the promised rate.  He told me that he could break up the amount ($50 per month plus 2 late fees) in half.  I said I would pay $35 for last month & current one- but not late fees- because I was going to contest this with xfinity- but he said he couldn't accept my payment.  

 Today I received a text regarding my ticket and they couldn't "provide my account credit request" and the ticket is closed.  Followed by the paragraph about late charges, losing access to services with the Debt Collector License #10316-99.  That was the cherry on top.

I've wasted so much time on a simple issue... that still hasn't been solved.  I understand your business model.  But it's really bad form to use "bait & switch" with seniors.  I've been with Verizon for a lot longer than my years with Comcast-  they're offering $35 internet per month with 3-5 year guarantees.   Oh, I did tell the curt young man about Verizon- he brightened up a bit and asked how much I was paying Verizon for my phone service because xfinity could do better.  I asked him why would I give xfinity more business when they can't even help me with the internet.  He just shrugged his shoulders and turned away.

What can xfinity do to make this right for me?