3 Messages
Scam
Scam
I've had internet service at home with Xfinity for four years. Every year, my bill increased, and they "helped" me with a new offer to lower my monthly internet bill. I've always had unlimited internet because I use a lot of data at home. I called at the beginning of 2025 to ask why my bill was increasing. They offered me an iPad with internet included. With my home internet, I'd pay less than $100 a month. In a few days, surprise! I was going over my data (I realize it’s not unlimited, even though I accepted the offer (which I doubted) I asked her more than three times if it was unlimited and she told me yes. I called again to get unlimited internet, but they didn’t explain to me that the promotion would end with the iPad. I now have 97 of home internet plus 40 of the iPad separately. (I have already started to lose as a customer). They told me that if I canceled the iPad internet my total balance would increase. I decided to cancel the services. I called to verify if the iPad data could be canceled even if I was still owed the iPad debt. It turns out it can be canceled but I must pay the total amount for the iPad in one payment. I lost twice as a customer. Please do not accept offers over the phone or chat. They will not give you all the information. I did not know that by asking for unlimited (even paying for my services) the offer with the iPad would change and the total would increase. They could reach a I agreed to a payment plan, but I don't know why it couldn't be done at the time of canceling the line or data. It would be at the end of the month to reach a payment plan agreement. I'm a customer with good credit and exceptional payments, and although I'm middle class, I don't find it comfortable paying for the iPad in one lump sum when I can get it for less elsewhere. I was just interested in the data on the iPad and the total cost of my home internet, so I agreed. If I could file an official complaint, I would gladly do so.
XfinityWilliam
Official Employee
•
1.2K Messages
1 month ago
I'm really sorry to hear about the trouble you've been having with your Xfinity services. It sounds like you've had a frustrating experience, especially with the unexpected changes to your plan and the miscommunication about unlimited data.
I understand that you've been a loyal customer for four years, and it's disappointing to see your bill increase each year despite new offers to lower it. When you called at the beginning of 2025, you were assured that your new plan included unlimited internet, but it turned out not to be the case. This kind of miscommunication is unacceptable, and I can see why you're upset.
Regarding the promotion with the iPad, it should have been explained thoroughly, including any changes to your existing services and costs. Leading to unexpected charges and complications when trying to cancel the iPad data plan. You should have been given clear options for canceling the iPad data plan and managing the payment for the device.
Let's see what we can do to make this right. First, I'll review your account details to understand the specific offers you were given and where the miscommunication happened. Then, we'll clarify the charges for your home internet and the iPad, ensuring you have a clear understanding of your current plan and any associated costs.
Will you please send our team a direct message with your full name and full address?
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