Comcast / Xfinity

Legit Company systematic Fraud

I have been a customer for two years with Xfinity mobile provider. I had two lines for a long time. I was trying to add third line after two years. They said I had four lines and has been charging my card for 8 months for 4 lines. I was paying two lines $90.00 plus $15 for phone coverage and tax. They had been charging twice of the agreement plan. I had been calling several times to resolve the issue. Xfinity customer service is outside the United State. Every time you call, you will get warm reception and hoping you will get the issue resolved. However, once you hang up the phone, you call next day, you will give your word as if a police is taking your word, just like new issue. I got a phone from the company but returned the phone in person going to the store the next day. They charged my account for not returning the phone and still charging for four line. I am trying to resolve the issue with them but they will not do anything just playing with you. This company is not trust worthy and I am recommending people to check their bill if possible not to leave the card information.

Chat Sample

How can I help with your bill?

Issue or dispute

I'm sorry there was an issue with your bill. Let me know how I can help.

Something else

I'm sorry that didn't help. Do you want to chat with an agent?

Yes

Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [protected].

Which works best for you?

Connect with a chat agent

OK. I'll put you in touch with a live agent now.

Connected to a live agent

Now chatting with Gurpreet

You are now chatting with Aanchal, an Xfinity Live Agent

Hello, thank you for contacting Xfinity, My is Aanchal. May I have your full name to confirm the account.

Bruck Woldeselassie

Thank you so much Bruck for sharing your name with me. I appreciate it. I will be happy to assist you, please help me with your query.

disputing 10 months bill

starting June 17 upto now

Thank you for sharing your query regarding bill, please elaborate your query so that I can help you efficiently.

I have only two lines for 79.9 monthly charge + 45 for a phone charge which is paid off a month ago + 12.49 for insurance

Yes please, got you with this, may I know the issue you are getting with these charges.

They are saying I have 5 lines. I have only two lines, I had one line for two months only but assuming closed but the person instedof closing he suuspend it

just only one line

I have only two lines

Sure let me check it for you.

I appreciate you providing this information.

Please allow me 2-3 minutes to check your account information for you

Sure

Please help me with the Last 4 digits of card on file

3494

Thank you for the information.

Thank you for waiting.

okay

I have check your account details thoroughly, I can see currently there are 4 lines are activated on your account.

1. (857) 333-5286Active

Samsung, Galaxy Note10ssPlus

2. (617) 602-5636Active

Apple, iPhone 8 Plus

64GB, Space Gray

3. (857) 360-0408Active

Samsung, Galaxy A03s

32GB, Black

4. (617) 939-1437Active

Samsung, Galaxy A13 5G 5G badge

64GB, Black

One line was given to me and returned the next day.

the other line is activated two day ago

march 26 is given to me and returned it on march 27

of this year

Got you, with this. Let me connect you with our xfinity mobile team, who can help you with the details of these lines and details regarding the charges. Shall I connect you with this?

Sure

Yes please.

Connected to a live agent

Now chatting with Gurpreet

You are now transferred and chatting with Ronit, an Xfinity Live Agent

Hello, thank you for contacting Xfinity Support. My name is Ronit.

Hello Bruck, how are you doing today?

not good

I am sorry to know that, no worries let me quickly review your chat

okay

Please allow me a couple of minutes for that

sure

Thank you.

Thanks for waiting.

okay

I see that you have dispute of billing of 5 lines as you have only 2 lines however you were charged for 5 lines right?

right. I had one time I added a line for just only two months and came to the store to close it. instead the line was suspended.

I did not know until last week the line was active because I knew that I told hime to cancel the line..

are you there?

Yes

Thank you for the confirmation, no worries let me quickly look into this for you

Please allow me a couple of minutes for that while I am looking into this for you.

okay

Thank you.

Just checking in. Did you have any questions?

okay

alright

Please help me with the last 4 digits of stored payment method

3494

thank you for the information

I am checking your account now

okay

alright

I appreciate your patience

May I know what month bill are you referring to?

July 17 charge to recent charge

Thank you

It's not showing any charges in July as the recent charges are showing for March month

Auto Payment $204.60 caret icon CheckmarkFEB 17, 2022Auto Payment $204.48 caret icon CheckmarkJAN 17, 2022Auto Payment $301.23 caret icon CheckmarkDEC 18, 2021Auto Payment $257.82 caret icon CheckmarkNOV 17, 2021Auto Payment $279.12 caret icon CheckmarkOCT 18, 2021Auto Payment $250.87 caret icon CheckmarkSEP 17, 2021Auto Payment $263.36 caret icon CheckmarkSEP 14, 2021One-Time Payment $238.38 caret icon CheckmarkJUL 18, 2021Auto Payment $251.07 caret icon CheckmarkJUN 17, 2021Auto Payment $198.84 caret icon Checkmark

let me review this

okay

Thank you.

$204.60 is for March

That's helpful. I appreciate the additional detail.

okay

I am checking into this, kindly bear with me

Sure

alright

It's showing that the charges in July month were for 4 lines and you mentioned that you have only 2 lines as the remaining lines should have been cancelled instead of suspended right?

no 4 lines, no 3 lines either. I have only 2 lines for a long time and I added a line just only two oths and canceled that line. Basically I have only two lines only

and should be charged only for two lines if they need to charge for the two month charge for the other line, that is legit until I have notified the agent to cancel the line

Noted that, no worries I am investigating into this for you

okay, I will wait 24 until resolved

24?

Yes, that much serious

Be assured, I will try to get it resolved at the end of this chat

Kindly bear with me

okay

Thank you.

So here's the plan, I need to discuss it with our advanced team and they will look into this for you

That is what they said last week. I do not have time and my patient is running out to call and talk ever two days.

I have been told that they would email me after 5 business days.

Be assured, this time it is not going to happen as I am discussing it with them over the chat and update you the same

Okay, I need someone to call me or email me tomorrow for refund update.

Please send me ticket NO

for this chat conversation

I am waiting for them to be connected first as I am yet to discuss it with them, just to set clear expectations it will take few minutes as I need to explain the issue to them and then they will look into this

If you want I can surely share reference number for this conversation however I am yet to discuss this with our advanced team

okay I could wait

Thank you.

Okay, I am waiting.

Thank you.

hello

yes

I am filling out the template now so they will check that to look into this

okay

As I mentioned it will take few minutes so I would appreciate if you could bear with me

okay

Thank you.

They are looking into this now

okay, as I said, I could wait until tomorrow chatting until resolved.

Got it

Just checking in. Did you have any questions?

Kindly ignore this message

No, I am just frustrated with the customer service handling this issue for over a week.

they are looking into this

okay

Thank you.

I appreciate your patience

okay

Thank you.

Just checking in. Did you have any questions?

Kindly ignore this message

Just checking in. Did you have any questions?

Thanks for waiting.

They checked and found that there's already the credit of $249 applied in your bill, although it is more than it should be however your account is already credited with $249 for extra charges

Is there anything else I can assist you with today?

I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.

I would look into it why that amount is credited

I am expecting around $900 credit total

But you mentioned that you were charged for 2 extra lines and your account is already credited with more amount than that

I see you had 4 lines in that billing cycle and you mentioned you should have 2 lines only so the amount is already credited

No, I said you could charge me for the two months for which I added a third line, probably another $40.

Our advanced team checked your bill and the eligible amount was already credited in your bill, even more than the eligible amount

I already knew that there are $720 is over charged for 8 months.

Sorry, the chat agent has been disconnected. Please wait while we try to reconnect you.

I will dispute it with my bank and also will look for any alternatives to make sure I got all my money back.

The chat ended by agent without resolving the issue while I am typing.

You are now transferred and chatting with Gurpreet, an Xfinity Live Agent

Thank you for contacting Xfinity Mobile Support. My name is Gurpreet. Please allow me a minute to go through the previous chat.

Just to confirm, you are concern about credit, right?

I don't have time just for chatting conversation only. I want my money back.

Thank you for confirmation.

You’ve reached the right person and it’d be my pleasure to help you with this.

In order to access your account, can I get your full name and the last four digits of your card on file?

No, sorry. I have enough already. I think I need to use other options. I will have you email me or call me tomorrow before 12 PM if you have real solutions.

bye for now.

End Agent Chat

December, 28 or 31st of 2021 and March 28 or 24 and Reoccurring Issues since 2021.

1st Issue: In December, 2021, I returned unused equipment, sent to my home from Xfinity without my consent, that I had been billed for months, but my account was never credited back for the amount billed.

Then on March, 2022, I once again returned unused equipment, sent to my home from Xfinity without my consent, that I had been billed for months, but my account has never been credited back for that amount billed either. I have called several times about the issue and was told that they owe me a credit estimated at about $350. I was also told that a ticket was created and that the amounts would be credited back on my next bill, again hasn't happen yet and the 1st box was returned back in December, 2022.

2nd Issue: I continue to receive reoccurring charges on my bill each month for the same rentals and purchases. I have explained several times to representatives that my current equipment won't allow me to rent or purchase any shows or movies. Their technical support staff on numerous occasions have tried to assist me with renting or purchasing and have been unsuccessful in solving the issue. Not to mention prior to making any purchase or rentals, my account requires a pin before any transactions can be made and I am suppose to get notification when a rental or purchase has been made on my account, but never happened but reoccurring charges continue to be accessed to my bill monthly. I have been told by several representatives and account specialist that they are looking into the matter to resolve the issue and would contact me back, but no one has called to date, nor has the issue been resolved. I have contacted Comcast almost every month since January, 2022. which in itself is a task to speak with someone in accounting or any other department for that matter. I HAVE HAD ENOUGH! COMCAST SEEM TO BE THE WORST BUSINESS EVER!

I ran an instance of Shields Up (https://www.grc.com/shieldsup) and here is what I found. The comcast/xfinity ISP is running in nearly 100% stealth mode. The only opening for data that is not stealthed is the "ping." This means this ISP is overprotecting its users, and the effect is an internet connection that stops every fifteen minutes for fifteen minutes.

A call to their tech department yields a surly, non-response. The tech accuses the user of having a bad modem, router, too many devices connected and other user-related faults. No fault by the ISP is even mentioned. Nothing is done more than sending a "ping" to the user's modem for a response which the device gives.

This is a very poor ISP with a very unstable connection. Remote learning is not possible as is remote medicine. Usage is sporadic, intermittent and fraught with stoppages.

On 4/5/22 I was informed I could get my bill lowered with an upgrade in services. (I thought because I’m a loyal customer). My current bill was 178.90 which included 13.99 for Netflix. My bill now is 189.18 with Netflix. I have pictures of yesterdays chat session which states my Netflix is included in the lower price of 175.19. I agreed to this, and now I’m looking and it does not include Netflix and my bill is 10.28 more..THIS IS UNACCEPTABLE. I’ve been a loyal customer for 20+ years and the treatment and trickery is b

Very disturbing ! I am a VERY unsatisfied customer.

I only want the package I had less than 24 hours ago because I am NOT paying the extra 10.28 a month. The service disruptions I’ve had over the past year have been unacceptable ( you will see the multiple credits on my bill)and I’m still having issues. I will not pay more for this kind of service

I order two iphone 13 pro max on 3/18/22 an on 3/21/22 I only received one iphone. They are telling me I need to file a police report for a phone I never recieved, when they admitted that the phone was not in the box when it shipped. They will not refund me my money. I order another phone because the lady "annie" said I would recieve a refund and never did to be told that it takes 6weeks to go over the case.. When I first called to report the missing the phone they said someone would be with me within 24-72 hours. Now they are making me pay for 3 lines and tell me I would receive a refund when the case is over. How does any of this make sense? Im ready to get a lawyer, not they are stealing money

I changed my provider on 3/30/22 cn't get xfinity to switch my service.

Can't grt through the automated system. I shout it just repeats and repeats. Sends to the wrong place.

I was a told a 40 min hold deplorable.

On hat can

T get an agent. This why I went to another provider.

Xfinity mobil does not let you talk to an agent.

For months I could not get through the automated system, if I did agent disconnected me. Chat goes in circles same questions

My name is Danielle Cox, I was consumer for Xfinty and Every monthy I paid online for my own.

Last March 17th I paid 207.60. But they took 213.77 on March 21th Then back 213.77 to my account because it is not enough at my account.Then They took 213.77 again on March 28th. I already paid it last March 17th. I dont know why did they charge 213.77 for? I called them but they keep put me Robo Chat, Robo talk and didnt not solve problem then I looked at phone number finally called Bill Dept and they looked at my account and realized that they make mistake to take money out. so asked them to refund back and pay me NSF. The money suppose to go other bills. They said cant refund that Bill Dept area so they have to ticket it to other dept. They gave me the ticket. so I was waiting for that and got email that they cant refund it to me. Next month that I will not pay due because double money. But need refund and NSF. I called same phone number and gave my ticket number and they cant find my ticket. I am furious about this. They should refund it to me so They already got my paid last March 17th. Danielle

couldnt use my computer which as a nurse i use for work also and home The middle of day Sunday they computer asked me for my ID When i put the information in it was not taking it Called to Comcast got automated times 4 and no one helped as i finally spoke to a person after trying 5 rimes They were unable to reset my password and then they told me to call back tomorrow and see what they could do than they hung up !

On xfinity.com when watching TV shows there are waaay too many ads.

It's very irritating.

Please reduce the ads to one or two at a time.

Thank you.

Phyllis Guinn

[protected]@outlook.com

Plan changed without notification. Found out at 7am this morning when my card was charged almost double. Bill blocked from viewing. Still unable to view over 12 hours later. Contacted customer service. My question about why I was not notified were met with "yes you were". When I asked for proof, Agent was unable to locate email notifying me of increase. Further questions about this were answered "all available information provided". I asked who gave authorization for my card to be charged. My plan was month to month $45 flat prepaid. I only authorized Xfinity to charge $45. I was told I gave the authorization. I asked for proof. 14 agents were unable to provide proof. I spent 12 hours on the Customer Service chat, 3 of those were with an agent who did not respond at all after my first question. The chat was kept open till it timed out. Xfinity even turned my internet off for 15 min in a middle of another chat with a different agent to avoid answering. So we have two counts of fraud and harassment so far. The final Customer Service agent stated billing is not available for me. I was unable to access chat since then. They blocked access. A Billing Supervisor provided a "fix" supposedly switching me to a different plan close to my original. I requested an email with the offer. The email contained a fake link and the chat was closed. A blatant lie to get me off the chat. Attempted to double charge for equipment. Modem is property of landlord. They pay for them. Xfinty demanded that's not true. I provided the landlord bill for the complex. Suddenly the modem was off the bill. So we have fraud, harassment, misdirection, illegal double billing and fake offers. Thousands of complaints about similar issues. Xfinity is literally stealing from customers and hiding like weasels to avoid answering.

I applied for xfinity phone but I did not want the phone. The sales people were in the Philippines who did not understand what I want to do or say. So I went ahead and agreed. But during that time I found out I was eligible for A government plan through xfinity. So I returned the phone and trying to cancel the phone and told them I do not have a job. They replied that I need to pay Tha past due balance of 87 dollars before they can cancel my line. I told them I have not use the phone. It was not even taken out of the box. I just don't want my bill to be sent to collection. I also did not activate my account xfinity automatically activated it for me. For not returning the phone. But I talk to so many people that it is okay for me to return the phone. Even if it is not the allotted time to return it.

1. Basic charge increased approx 50.00

2. Billed 13.99 erroneously for program I did not watch.

[protected] March 21, 2021 sstatement

I will be 83 yrs old - tough to accept extra charges.

i have had a singal issue since i started with Xfinity Mobil. only answer i get is to escalate it some where else.

i have to dail a number to report every dropped call. the suppport system stinks. customers have to put in a 7 digit ex. to get to the person.

xfiniy mobil is a poor system connected to version.

You can't get a customer serice rep. if ou can get through the maze, you are transferred or disconnected!

Why does xfinity claim to have mobil seice, when their little signal!?

Xfinity has been stealing $ from me for more than 8 years! I signed a contract that says I pay only $41.23 each month. I don't have any TV Box or any extra except ver basic Internet! I've never had any Mobile Phone with Xfinity! On Feb. 2/2022 I was making my Bill pay for Costco at night. All of a sudden I saw a check going to Xfinity with the same amount of $ 79.27. I was extremely choked since I couldn't delete it or change it. Xfinity has my Debit Card and they take it automatically from my account $ every month!. Last Dec. 2021 and Jan. 2022 Xfinity stole $79,99 from my account. My contract was $41.23 monthly! I had to go and asked why I was charged $79.99 for the last two months Dec. 2021 and Jan. 2022. The woman who was helping me, told me a lie that NO, they have not charged me $79.99 for the last two months! She went and changed it to $50.00 for Dec.2021 and $50.00 for Jan. 2022! I asked her to print me a copy of the changes she made. I have the copy with me now! I also told her I'm canceling my Contract with Xfinity. Yet, all of a sudden when I was making my Bill pay over the internet at night from my house. I found out that Xfinity had made a payment for themself from my account $79,27. The same amount I was making it to Costco! I was stunned and shocked! The next day I went to Banner Bank to ask them about the Bill pay check to Xfinity that I've never done myself! Banner Bank told me they are going to debate it with them! Yet another crime by Banner Bank! They didn't do it! I kept going back and forth. Then, they told me to go and talk to Xfinity. I went to talk with one of the managers there! He was very deceivable and acted very criminally. Finally he told me He's NOT going to pay me back any $79.27 since I broke my contract with them. I've NEVER HAD a written contract for the Year of 2222. Since I found out they have cheated me and stole $79.99 for Dec. 2021 and Jan. 2022! I've told the woman, I'm going to file with DOJ about this charges! I also informed her I'm NO longer going to be with Xfinity!

In addition after waiting more than a month and half I was checking every day, my bank account, to see if Xfinity returned the $79.27 to my Bank account

All of a sudden, I found out Xfinity had again changed the $ amount for two months in 2021. It was $41.23 for October and $41.23 for Nov. 2021. Xfinity had changed the amount to $50.00 for Oct. 2021 and $50.00 for Nov. 2021!

Xfinity had stolen another $20.00 from my account again. to make up for paying me the @29.23.

Xfinity MUST be held accountable and go out of business Right away!

i have to contact xfinity mobil for days, can't speak to a rep. automated systwm goes in circles. end up at wrong place. disconnected.

i went to the xfinity store tey daild customer sevice, disconnected!

no one help with my weak signal. i have a new phone, new box,

xfinity store first trip blamed the towers didn't chek anything.

Mar 10-14 th no resolve. just transfrer or disconnect me,

i was on chat for 1/2 hr. 3/14/22. sent 4 code non worked, i had to ay for text.

On 3/14/2022 at 3:06 am my credit card was charged $668.65. I do not have cable with comcast. I called to get my money back and the comcast/xfinity financing department told me that I would not get my money back and the only way to get a refund was the person with this comcast account must pay the bill in this amount first. My name is not on this account and it's not my address. I did not give comcast permission to charge my credit card. Even the comcast rep said it was a disgrace that they financing company wouldn't put in to give me a refund. They can clearly see this was not my account. I even said I would send a copy of my ID and my credit card that was charge so they would see this was not my account. I want my money back and I will sue comcast if my money is not returned to me within 15 days. A supervisor wouldn't even give the Comcast rep a answer to my questions and what do I need to do next to recover my money. Can you please help? I have the account holders information and the comcast account number, given to me by the comcast rep that felt bad for me and she could help but when against comcast rules and gave me the person account information.

Xfinity has made it almost impossible to unsubscribe from HBO and if they do allow it, the charge for doing that is over $100.00. This is victimizing an Xfinity customer.

I am unhappy with HOB/HBOMax. I tried to unsubscribe online and after one hour, today March 12, 2022 I was unable to do it. I then called Xfinity and as soon as I said cancel HBO the robot switched me to someone out of the country. I was totally unable to understand her and it sounded like she was trying to sell me another product. I finally insisted on a confirmation by text of email that HBO was cancelled and she switched me to someone else, that spoke English and sounded like a robot. In order to give my approval to cancel HBO I would have a charge of over $100.00. How is this possible? Does Xfinity own HBO?

How is this charge justified.?

Xfinity has been trying to collect a debt for a router that was never ordered by me or received. I have sent them the information they have requested 7x. This has been going on since May last year. This must stop