Really Xfinity?

So unless you've been living under a rock for the last ten years, you need the internet. Among the top providers is Comcast/Xfinity. I've had Comcast/Xfinity since 2011, mainly because where I live, we can not get any other provider. At times this has proven to be extremely frustrating. Why is Xfinity the only provider that I'm able to get? My neighbors can get AT&T; however, my address says they can not serve me. Which I guess I understand. I am tucked away on a dead-end street next to factories. We had Dish for a bit. However, we did not have good reception due to the factories, so back to Xfinity, we went.

I've worked in the customer service industry for over ten years, so I've seen my share of horrible customer service. However, I've never seen a case as bad as Xfinity customer service. A quick google search will give you results of customer service representative hanging up on customers, customers being called liars, representatives lying to customers, and overcharging customers for equipment/service they don't have, and more. I have been a victim of them charging me for equipment that they had. I ended up getting a refund; however, why did I have to go through the stress and Anxiety? Does the CEO not care about the stress that they put their customers through? Is this truly a case of "numbers come first"? I know what supervisors in customer service departments tell their employees to do. Supervisors told us to hurry through the problem and on to the next, offer the customer the bare minimum unless they complain about more. Some places give their representatives a time limit on calls, like calls should only last 3-4 minutes and move on, and you need to take a minimum of 100 calls a day. So I don't blame the representatives; they are only doing what their supervisors told them to do.

I called Xfinity Saturday, and I wanted to upgrade our internet. We have been going over data for at least the last six months and just paying the overage fee. So I decided since I'm spending so much, I might as well upgrade to unlimited data, simple enough, right? Nope! After about 5 minutes of going around and around with Xfinity's automated system, I got a live person. I explained to the representative what I wanted to do; she said okay. She gave me some quotes that were way different than what I had got the day before when I was inquiring about upgrading. So after I told her what the representative quoted me the day before, she said, okay. I upgraded to 1000 Mbps with unlimited data, the representative told me this was a promotion, no contract, so I did not have to worry about an early termination fee. She was getting ready to set me up an appointment to drive 30 minutes to the closest store to pick up the new equipment, and I could drop off the old equipment and get a receipt. Fool me once shame on you, fool me twice shame on me! Then the call disconnected! So I do it all over again.

I Fought with Xfinity's automated system for five minutes to get to a person. I gave the new representative the Whole spiel. This time though, I wanted to ask about adding cable, I noticed that Xfinity had a promotion going on, so I inquired about it. She told me you only get that promotion if you order online, and they make you wait four months to send out the promotion. Okay, is the internet unlimited? I asked. No, the representative said. Okay, then, does the unlimited data plan have a cable package? I asked. The representative informed me they did have a package, and it was almost $60 more a month. Nope, I'm fine. Just the internet then, thank you. I'm already paying over $100 for only the internet. She set up my appointment for that night, and we hung up. I wish I could say that was the last of my problems, but it was not.

I drove the 30-minute to the store. When I got there, no other customers were there. Awesome! I went in, one of the store employees was watching a basketball game, the other helped me. I told her why I was there. She said okay and went to the back. When she returned, she was on her phone, taking a personal call. However, she had the new internet modem I needed. So I didn't think anything of it. Maybe she's a mom, and perhaps it's her kids; I'm not judging, Yet. She gave me a receipt for the new equipment and then one for the old one. I left and drove the 30 minutes home. As soon as I got home, I started to hook up the new modem. By this time, my kids have been without the internet for over an hour. They were dying! (Not literally). As I set the modem up, I realize there is no power cord! How the heck did I get a new packaged modem without a power cord? Oh, that's right, the employee was on her phone, she was not paying attention. Now I'm judging. At this point, I'm frustrated. So I go online to try and find the number to the comast store and guess what? They only have the 800 number. Damn, here we go again. I know the store closes at 8 pm and it was 7:55 pm. They were no way I would make it back to the store. So I called customer service again. I did the five-minute dance with the automated system to get a live person. The first thing I asked the representative is if they have a number to the store. She informed me that no one has the number to the stores? WHAT! That's weird. This representative apologized repeatedly, and they will send me a new modem. I informed this representative that I can drive to the store. She insisted that they can send it to me. I told her that the next day is a Sunday, there are no deliveries; she urged the modem would come on Sunday.

So Sunday morning, I do my errands. I call Xfinity at noon (five minutes on the automated system). That representative assures me my modem is on a delivery truck to be delivered today. I asked, are you sure? The store closes at 5 pm. I can run back to the store. No, Ma'am, it's coming. Okay. At about 4:40 pm, my husband sees an email from Xfinity saying that Xfinity will mail out our modem Monday? And he notices that it's a two-year agreement, with an early termination fee. At this point, I'm livid. I called customer service again. Whet through their automated system, 5 minutes later, a person answered. I explained everything that just happened. He said that there are no deliveries on Sunday. I told him that is what I said to the last two representatives, but they assured me my delivery would come on a Sunday. He apologized and said that Xfinity would prorate my bill. I'm like, that's not okay? I have work, and my son has school. Mistakes your co-workers made are inconveniencing us. Being prorated is not enough for the stress and headache that your company caused me! And now my kids have to miss a day of school, and I will not be able to work. We are in the middle of a pandemic, and I need to work! I asked the representative to transfer me to a supervisor. He put me on hold and came back and told me that a supervisor would call me back. Before the rep hung up, I told him to cancel my order. And the phone disconnected. I never got a call back from the supervisor, and I still have no internet.

I feel like if Xfinity is going to monopoly there way through this market. At least have quality customer service. It's unfair that this is the treatment I get and other loyal customers get after being a customer for so long. Especially when I have no other option but Xfinity to be my carrier! I can not wait until I move. I'm going to make sure there is another internet provider. Otherwise, I will find somewhere else to live with a different option. Whom do you complain to, Where your complaints will be heard and taken seriously? Do I have to complain to the FCC for something to happen? Xfinity. You need to do better! What some customers experience is Unacceptable.