Refund for remaining months of Mobile Account

In March 2023, my husband called Xfinity to get a reduction in our internet service. It jumped 30 percent to an absurd amount. The agent on the phone said the best thing to do would be to open a mobile account and he would arrange to send a phone. My husband refused this offer as we already had a family mobile plan with another provider. We didn’t need the phone. A week later we received the phone anyway and tried to return it to a Comcast store. They refused it because we were two days beyond the 14-day return window.

We were frustrated, but didn’t know what to do.

Fast forward 15 months and it was time to check into the internet bill which again, jumped significantly. This time it was my turn. I logged in and was horrified to see that we had been charged $65.32 a month since May 2023. How could this have happened without our knowing? Paperless billing and auto pay got under the radar. My husband was "in charge" of the Xfinity account. That’s under my prevue now.

I reached out to Xfinity, and after several calls, it was confirmed that the agent who opened the mobile account with my husband and sent the phone did not do so ethically. He never asked about transferring a number to the new account about a new number.

I was refunded the amount for the mobile account for five months. That was good, but I asked for the remainder of the months we paid, ten total, also be refunded. I was also told I had to eat the cost of the phone.

I learned today that that request for a refund was denied. I wasn’t informed by email or text or a phone call, I had to call and spend more time waiting to talk to an agent, and explain this whole thing again.

I was told that employee was being reprimanded as though that would make me feel better. The employee is a problem, but that behavior to sell or open accounts is pushed on them from managers.

I’ve spent about five hours trying to solve this issue. It’s exhausting. It’s infuriating that after two decades as a Comcast customer, that we have to guard ourselves against this sort of scam, that I have to spend hours waiting to get support, and that I am not granted the courtesy of having this wrong corrected.

The moment another provider is available in my neighborhood, I am leaving Comcast.