Been with Comcast/Xfinity for 10+ years.
Have a cell line through them for the sole purpose of getting a better price on internet. Don’t really need the phone so I give it to my buddy who doesn’t have one.
Last pricing promo expires. Prices go up. Go into the branch to see if I can lower my prices. Get a new plan with new prices. Everything seems okay.
Few weeks later, I get double-billed for internet, for both the old and new plans. Unexpected expense overdraws my bank account, triggering an NSF fee.
Go into the Xfinity store. Receive canned responses.
Xfinity: “Probably the last bill for your last plan, etc.”
Me: “No”
I explain it to them, showing them the paperwork.
Xfinity: “Oh, okay. We’ll have to prorate it. You won’t get the full amount.”
Me: “I didn’t USE any of this time. You billed me TWICE.”
They finally agree to give me a refund.
Me: “Why did this happen?”
Xfinity: “I don’t know, I just work here.” (literally said that).
Next month, get double-billed on phone account, for both old and new plans.
Go into the store to get a refund.
Xfinity: “Probably the last bill for your last plan, etc.”
Me: “No”
Pull out the paperwork, showing billing amounts and dates.
Xfinity: “That’s weird.”
Me: “Why did they create new accounts for me, anyway? I already had an account. I'm not a new customer."
Xfinity: “Um…They were probably trying to sign you up for this promo to get a $200 Gift Card with two new cell lines.”
Me: “Okay, great, but they never told me that. Why wouldn’t they have told me?”
Xfinity: “I don’t know. The person who did this will be here tomorrow. You can come back and ask them.”
Me: “Also, I notice this phone number listed on the paperwork has my phone number that isn’t actually my phone number. And the phone is listed as an iPhone. It’s actually a Samsung. What’s up with that?”
Xfinity: “…”
Me: “Okay, fine. Just refund the erroneous amount.”
Xfinity: “We can’t. You have to call this number.”
I stand in the store and call the number. Explain the situation all over again.
Xfinity: “By the way, you’re a Diamond customer, did you get your two free smart watches yet?”
Me: “What smart watches?”
Xfinity: “They didn’t tell you about smart watches?”
Me: “No”
Xfinity: "yeah, you can get two free smart watches. It will cost you $31 today and $20/month.”
Me: “that's not free. Just the refund please.”
Xfinity: “How about if it were only $10/mo?”
Me: Sigh. “Fine”.
Get refunded on erroneous phone bill.
Next day, buddy calls and says phone doesn’t work.
I call the customer service number I called last night.
Me: “The phone doesn’t work”.
Xfinity: "is the phone with you?"
Me: "No, my buddy does. He's 50 miles away."
Xfinity: “Okay, we’ll call your buddy and work it out with him.”
45 minutes later, Xfinity hasn’t called him. I call back.
Xfinity: “Let’s 3-way call him. Oh wait, I can’t hear you. Hello? Hello? I’m going to hang up and call you back.” Click.
Never calls back.
Go back into the Xfinity store.
Me: “The phone stopped working.”
Xfinity: “The number was disconnected.”
Buddy switches to another service to avoid any further issues.
Package from Xfinity arrives two days later.
One smart watch.
Me: Aaaah, now I know what they meant by $10 instead of $20. They weren’t lowing the price on two watches. They just sent me on instead of two. Kinda wish they would have said that part aloud.
Smart watch is beige (I asked for black).
Doesn’t fit my wrist. Too small.
…