Xfinity/Comcast Customer Service not helpful

On January 31st, I contacted an agent online to inquire about any promotions that could help lower my bill. The representative informed me that there were no promotions available for just the Wi-Fi service, but I could add a mobile line for an additional $30 to $40 per month. This would include a free Motorola device and unlimited data. We agreed to this arrangement.

On February 19th, I went into labor and subsequently went on maternity leave for three months. Sometime later, I received an email stating that my bills for March and April exceeded $800 and needed immediate payment. I was shocked and confused.

I contacted customer support again and asked them to review the chat history from January 31st. They explained they couldn’t access chat records from that far back but would look into the matter. They then informed me that the mobile line was restricted and that they couldn’t do anything to resolve the issue. They asked me to schedule a callback, which I did. However, the representative called 1.5 hours later than the scheduled time, and I spent another hour on the phone. I requested to speak with a supervisor, but neither agent offered to escalate the issue, citing that it was now April and that I’d been billed for three months.

I explained that I had just had a baby and that I believed the Xfinity bill was included with the mobile service, not realizing that the mobile line was billed separately. This lack of clarity was never explained to me. Because they couldn’t access the previous chat with the agent who set up the service (incorrectly), I am now stuck with an over $800 bill. No one was willing to reduce the balance, even partially.

I then asked to cancel the mobile service. The agent instructed me to simply take the phone to FedEx and send it to an address, but no shipping label or instructions were provided. When I contacted another agent today, I was told I cannot return the phone because it is past 14 day trial, which costs $159.99, and that the cost has been added to the over $800 bill.

Despite numerous conversations with Xfinity agents, no one has been willing to resolve or assist with this issue. I am extremely frustrated, stressed, and disappointed with this company. Additionally, I have been unable to find a corporate email to escalate this matter further. 

What kind of company operates this way? I feel like I’ve spoken to nearly every employee associated with Xfinity. I hope this message brings some attention to my situation. At the very least, I want to warn others about being misled by promotions that ultimately lead to unexpected charges.