John S.

Xfinity was great for me until decided to downgrade- a bit expensive but reliable. I have had TV and Internet for many years with them and recently had to remove TV service for financial reasons.

I spoke with the first representative who was very polite and explained the all I had to do to get the TV service removed is to drop off the 2 cable boxes at the UPS store and they would send them in for me. This was great! UPS actually sent an email with the serial numbers as a receipt. I told her that I wanted to keep the internet and explicitly told her I wanted the same speed. I made sure she was fully aware of my financial issues right now as well so she understood the importance of keeping things the same. I also made sure that she confirmed that we were keeping the same speed before I clicked the 'review my order' link because I cant waist money right now (I have a family to feed). She sent the email with the 'review my order' to confirm that I was keeping the internet and I 'e-signed' the agreement and to be honest, I did not read the agreement (and how many of us actually do this step). The next day I went into my account to verify the changes because I have had many billing problems in the past with xfinity that were 'mistakes' on their part. Somehow, I never seem to get the full amount of money back after their 'mistakes' but that's the price I pay to have service, right? But I digress. When I went back into my account, I found out that my account shows that the internet package is now 'extreme' and not 'blast' as I explicitly stated and repeated with the representative. I called xfinity to get this fixed and this new representative was obliging. She changed the internet back to 'blast'. Done, right? I just went back into the account today and found the internet was corrected. Great! However, now there is a TV box listed on my account that does not belong to me and is not one of the 2 I returned last week. I know this because the serial numbers are listed. I just called xfinity to attempt to fix this issue. However, there is no longer a way for me to speak with a live person. I also tried to chat through my account. This did not work either. They redirected me to something completely unrelated to my current issue and will not let me chat with a representative. I looked for an email address so I could email them and could not find one. What are my options here? I figure posting this review in several places may get someones attention at xfinity who may be able to come up with a new business model for their customer service because this one stinks. I have been with xfinity for a long time and I have noticed the more times you call, the less responsive they become. How much time and money will I need to waist before they they fix this 'mistake'? I have already come to terms with the fact that I am going to loose money on this but at what point does this business practice cross the line from padding their profits to unacceptable?

I want to analyze this a little to uncover what seems to be part of the business model of xfinity. I would like to acknowledge that people make mistakes and I can understand that. When it becomes a pattern and across multiple people it is obvious that it is a not a mistake and more likely intentional (this is simple common sense). This is the underlying policy that seems to exist:
1. Try to upsell the packages. If it doesn't work, just do it anyway. If the customer doesn't notice, who is it really hurting? It increases revenue.
2. If the customer notices and complains, do your best to make it look like you fixed it. If there customer seems like they may follow-up, create a new problem such as adding a cable box to their account that they dont own. This will create some additional revenue until its 'fixed'.
3. Create a telephone and chat loop if the customer calls more than 3 times so that they have no way to speak to someone to fix the third problem that was intentionally created by xfinity.
4. I don't know this step yet (I will have to post the resolution)

Are these 'mistakes' intentional? I think its obvious, but why does it have to be this way xfinity? Why do I have to spend 5 hours of my time over multiple days verifying things in my account and talking to representatives about this silly nonsense? And now I have to deal with a new problem. When does this cycle end? How many hours of my and xfinity representative time do I have to waste before I can simply move on. This is so disappointing. Xfinity does have great internet but the customer service policy is absolutely ridiculous. Xfinity, raise your prices if you need to increase your profits! Dont play these games and waist my time! Would you rather me spend my time dealing with this nonesense or would you rather me spend my time researching Covid-19 so I can save your family member when they come to the ED. There are only 24 hours in a day!