Worst customer service!!

I had been promised a promotional Internet monthly price. I wanted that in writing and was told everything was being documented in the notes on my account so I won’t have any problems in future. When I got my bill it was very different- lower speed and higher price. I called this afternoon and spoke to an agent who put me on hold for over half an hour. Finally she came back and told me she had fixed everything and was sending me a consent form. Then she hung up. And didn’t call back. I went through the whole chat process and got connected to a different agent. He said he was sympathetic and would help me. He said he would honor the promised price and was sending me a consent form. I didn’t get the form. Then he said there was a glitch and he had the wrong phone number for my account. He told me the promotion was not available anymore! I asked to speak to a supervisor. He said he was escalating the issue and a high level manager would call me back. It has been over two hours and no one has called. I was just given a run around.

@user_1erb12, thank you for providing the details.  If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I keep getting told everything has been taken care of but nothing changes. I was told to return a Xumo streaming device (something that I had not even asked for) in order to honor the promised promotional rate. However, after speaking to half a dozen agents and making two trips to an Xfinity store I can’t even return the equipment! Absolutely ridiculous! When I text or talk to an agent on the phone they tell me to take the equipment to the store. They won’t send me a prepaid shipping label. At the store they refuse to take the equipment back saying it is part of the “package”. I can’t understand how incompetent and disconnected a company can be! Simply horrible!

Hi @user_1erb12, that does sound quite confusing! You really should just be able to drop the xumo box off with no concerns, but you can also generate a prepaid shipping label by following the steps listed in the article below. 

How to return your Xfinity equipment

Please let us know if you run into any trouble or if this helped you out!