There should be a class action lawsuit against Xfinity
I’m a senior and a widow in CA on a very limited income. I had a $50 a month internet plan for five years. NOTE, if you have a five year plan you better know when it expires. Been with Xfinity/Comcast since having Internet.
On 4/17/26, at 8:19 am, I get a message that my monthly bill has processed via ATP in the amount of $109.79. Panicked (given I will be insufficient funds now in my bank account and have to borrow against my saved money for surgery) I immediately call and get an overseas agent that I’m having communication issues with. I am told my five year plan expired and that’s my new amount owed. I explained I was not notified because if so I would have called immediately as I can’t afford that. They said a letter was sent. NOTE: to date I have asked for date and copy of this notification SEVERAL times to NO AVAIL. After 1.5 hours going round and round with them in tears, I’m transferred to a “manager” who seemed very frustrated with me that I had interrupted his day. I explained the problem and again just get the same AI/scripted BS. Why have these agents if they’re not empowered to find any solutions and to just keep repeating the same scripted answers that they gave me the last two hours.
You see I take care of my grandkids and am in my rental to sleep. I have a cell phone and watch TV probably 10 hours a week, no computer etc. I need the minimum. Long story short I am told there’s nothing they can do for me but change my plan as of date of call to $55.86 plan. They can’t reverse any charges and I will pay $40.40 next bill that’s prorated. After trying to ask what else can be done, he gets more frustrated with me and says he’s calling his back office for a credit. Gets back on the line says he got me a $70 credit so I won’t have a bill next month (May) and I agree because I’m exhausted after 2.5 hours on the phone, and am watching my grand babies. I’d like to add I had to reschedule surgery cause my blood pressure was to high. I have low blood pressure and that’s how upset I was over this situation.
Today I get an automated text from Xfinity letting me know my bill was processed in the amount of $40.40. I flipped. Called and suffice it to say got all the same scripted responses via chat so at least I have a record of convo. In 1.5 hours of pure hell I was at least able to get that the last manager put the credit in notes but didn’t process the credit. I truly believe he did that on purpose. At the end of all this all they said was they’d process the credit. I asked for manager again to report there needs to be accountability for the manager who blew me off. The manager came onto the chat and said here’s your bill, here’s what you owe and problem taken care of by credit. I then started to reply and got a message that the chat has been ended, problem resolved.
I know this may seem petty and not much money but I am that tight after retirement of 35 years in HR mgt and ss living in CA!!!!! I have a prep appt and I’m hoping I can calm myself enough to be given the ok and not rescheduled. What really gets me is the cold, can’t give a shit service after being with them for years!!! But tomorrow they still monopolize, make billions and I’m so expendable. Sad. And it also amazes me in this day and age with technology and them being a tech-based company, they can’t reverse charges!!!!? I’m done.
Furthermore I’ve looked at these posts and their customer service forum. Same BS. “We are so sorry for your experience….we understand…blah blah blah. Again why even have those agents respond with the scripted BS that’s so offensive. YOU DONT CARE so don’t pretend to.