Adam F.

I recently had to switch from USI fiber to Xfinity when I moved to a new building. I new going in that Xfinity was pricey and they always sneak in extra charges, but it was the only option available.

What I didn't expect was being lied to repeated, an extra 28.5% charge on my first bill, and not getting the proper equipment to even set it up when I picked up my self install kit.

First thing, I picked up an install kit from a an Xfinity store and I have one TV and a cable modem. They didn't give me a splitter so I can actually set them both up at the same time. If I'm getting both cable and internet from your company, it should be kindergarten math to give me the one thing I need to use them both at the same time. So I had to drive all the way back to the store to get the proper gear.

Next, knowing they love over charging, I watched my first bill like hawk. Sure enough, they tacked on $58 in extra charges. So I called and spent 2 hours convincing the 'customer service' rep that I only had one TV and the getting a splitter does mean I have the two tvs and boxes they tried to charge me for. Also that I hate DVR, never use it and would never have signed up for premium DVR on my actual TV nor on the fictitious TV they claimed I have. I got him to confirm my bill would be changed to the actual price I signed up for.

Of course, that was a lie. Several days later my bill had not changed. Just to change up my frustration vehicles, I decided to try the Xfinity chat this time and spent a little over another hour convincing the chat person of everything I had talked to the phone person about—apparently they don't take notes for my file or they couldn't read or something. At the end of the chat, I asked for a transcript so that I have it in writing that both this month's bill and every bill going forward until the end of my promo package would be what I signed up for. He said that I could download a transcript after closing the chat. Another lie, there is no way to email or download a chat transcription after closing.

So, I immediately opened another chat and spent nearly another hour convincing the next person of everything that I had said to the previous two. I did actually get her to paste a transcript of the chat in the window so I could copy it—the only positive outcome of what is now 4 hours of my life wasted. She stated multiple times that my current bill would be switched to what my package rate is, and that would be the same for all future bills but that it may take up to 3 days to show on the website (because apparently Xfinity has the slowest databases in the world and unlike every other online bill I pay they have to have mice manually run the changes and push the buttons to get things to update, or something).

Of course, yet another lie. Those chat conversations happened on 5/20. It's now 6/5 and my bill is due 6/11 and still shows as $58 dollars above what it would be. Thankfully, I at least have it in writing that it should have been changed so that I can open a credit card dispute when the charge goes through. But the fact that I have to go through all that is ridiculous. Maybe lying is a new service they are rolling out, and that is what the $58 is actually for?