Listen, Comprehend, Empowered to Care - Xfinity/Comcast is severely lacking in ALL

@XfinityJanelle

Hello Janelle-  Thank you for responding to our post.  It is appreciated.  We cancelled our Xfinity internet and home phone service on Jan 13, 2025.  Overall, things went just fine.  The cancellation was done using the chat function.  I have screenshots showing the account was closed that day, services were discontinued, we could expect a refund for the days prepaid but not used and we should return our Xfinity equipment to a local Xfinity store.  We were able to get an immediate appointment at the Xfinity store in Morton Grove.  We have the receipt for the returned equipment.  A couple of months later after not receiving our refund, we inquired as to what the problem was.  We were told the account was still active.  I have screen shots of that communication, as well.  I have no recording of the conversations when we spoke to an Xfinity agent at that same time.  We were told by one of the people who helped us that they could see there was no activity past Jan 13.  They could close the account at that time (Mar 10,) but they had no way to back date it to Jan 13.  They had all the needed information as to what happened, it was going to be escalated to someone else for resolution.  After not hearing back by Mar 26, we inquired as to what the status was.  It did not seem that anything was done.  We started over explaining.  The account was closed on Mar 26, but the incorrect charges were not removed.  Some credits were posted, but the amounts were not nearly close enough to settle the account correctly.  Unfortunately, we could not see what was posted until our next statement came out.

On Jun 5, we made another attempt to fix things.  In fact, we prepared a spreadsheet showing the current amounts and another showing what should have been posted.  It is even broken down by line item!  We started again with a live chat, explained the situation and offered evidence to back up our claim.  Although it was one chat for us, we had 5 or 6 different agents because our issue was so long.  When offered the spreadsheet, the agent said they could not receive docs.  The agents are not equipped to help with something like this.  The go-to answer was they would open a ticket and someone from Finance will contact us for resolution.  We received ticket numbers by text and a few minutes later would receive another text stating “we couldn’t approve this request” ticket closed. Clicked on “Review your ticket here.” After signing in, screen says ticket is closed.  Clicked on “Review info” Next screen says ticket is closed. From that same screen, we could click on “Back.”  That took us back to where we started and we should contact a customer service agent online for help.  Whoever received the new open tickets (agents said it was Finance Dept.,)  did not communicate with us except to send a text saying they could not help and ticket closed.  They did not bother to look into what was reported to them.  They did not ask what was wrong.  Three times that day we were told the only thing that can be done is to open a ticket. The only live person customers can talk to at Xfinity/Comcast are the customer service agents.  Those agents are obviously not trusted and therefore are not given the tools to do their jobs.

We see you are an Xfinity associate.  Can you help us get this fixed?  Can we send you some docs that will tell the story better than we can?  If not, what is your recommendation to get through to someone who is trusted enough and can truly get this little issue resolved? All assistance will be appreciated!