Dealing with billing issues can be incredibly frustrating, especially when it feels like customer care is adding to the problem instead of solving it. This is precisely the situation one Xfinity customer faced, highlighting significant flaws in Xfinity Customer Care and billing processes. Their experience serves as a stark warning to anyone relying on Xfinity for their internet and cable services.
The ordeal began with a promised credit from Xfinity’s credit escalation department due to a mistake on their end. However, this credit was not only declined twice, but the department also became unreachable, refusing to speak with the customer despite numerous attempts to contact them. This lack of communication from Xfinity customer care immediately escalated the frustration. Instead of resolving the issue, Xfinity compounded the problem by continuing to bill the customer for services that were already turned off or suspended.
Imagine being charged for services you aren’t even receiving. This customer was billed for two months of service at $186 per month, totaling a staggering $372, for a period when their services were completely inactive. This billing error is not just an inconvenience; it’s a significant financial burden caused by what appears to be systemic issues within Xfinity customer care and billing. Each call to customer service resulted in the same cycle: a new ticket created, escalation, and ultimately, decline, with the bill inexplicably increasing each time. The customer recounts having to repeat their entire story to multiple technicians, only to end up back at square one.
The broken promises and lack of accountability from Xfinity customer care are particularly galling. Credits were offered but never honored, and the credit department became a black hole of unanswered calls. The customer felt misled and deceived, accusing Xfinity of making false promises simply to retain them as a customer. Despite Xfinity recording customer service calls, requests to review these recordings to verify the promised credits were ignored. After three years of loyalty, this customer decided to sever ties with Xfinity, anticipating that their family members would follow suit. The unresolved bill is now headed to collections, a final insult for services not rendered. The customer’s attempt to resolve the issue through daily calls for two weeks proved futile, resulting only in wasted time and further aggravation with Xfinity customer care.
This experience underscores a critical failure in Xfinity customer care. The inability to resolve billing errors, the broken promises of credits, and the sheer lack of communication from the credit department point to serious systemic problems. For potential and current customers, this account serves as a cautionary tale, highlighting the potential pitfalls of relying on Xfinity and the importance of carefully scrutinizing every bill. The loss of a long-term customer and their family over a billing dispute that Xfinity seemingly refused to rectify raises serious questions about their customer service priorities and the value they place on customer loyalty.
