Extremely Disappointing Experience with Xfinity — Beware of Billing Issues

We recently discontinued our Xfinity Internet and TV services because the prices were excessive, the internet speeds were disappointing, and the customer service was consistently horrible.

I canceled my service over a month ago, expecting to receive a prorated adjustment for the final two days. Instead, I was charged for those two days this month. An unexpected withdrawal from my bank account after canceling service is unacceptable, especially when the billing cannot be clearly explained.

Over the past two days, I have called customer service twice, and both experiences were incredibly frustrating. Neither representative offered a reasonable solution. Instead, I was subjected to repetitive, circular conversations that wasted my time without resolving anything. It felt as though the representatives were following a script designed to keep customers talking without actually addressing their concerns.

When I asked to speak with a supervisor or someone from corporate, I was simply given the same phone number I had already called. In other words, I was expected to start the entire frustrating process over again, with no clear path to escalation and no accountability.

What makes this situation even more concerning is the lack of a clear, written explanation for the charge. Customers should not have to spend hours on the phone trying to understand why money has been withdrawn from their bank accounts, especially after their services have been canceled.

My advice to anyone considering Xfinity: carefully review every bill and monitor your bank statements for unexpected charges. Based on my experience, the combination of high prices, disappointing internet speeds, poor customer service, and unresolved billing concerns makes this company difficult to recommend.

A company should respect its customers' time, provide transparent billing, and take responsibility when there is a problem. Xfinity failed to do that in my experience. I would not recommend this service, and I will not be returning.

Another major issue is the quality of Xfinity’s outsourced customer service. Communication was difficult at times, making an already frustrating situation even worse. More importantly, the representatives I spoke with seemed unable or unwilling to take ownership of the problem or provide a meaningful resolution. Instead of addressing my concerns, they repeatedly gave scripted responses, talked in circles, and passed me along without accomplishing anything. Customers should not have to fight through a frustrating customer service process just to get a straightforward explanation of a bill. Regardless of where customer service is located, Xfinity has a responsibility to ensure its representatives are properly trained, communicate effectively, and have the ability to resolve legitimate customer concerns.