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I just had a series of very unpleasant experiences contacting comcast customer service.
I bought internet service in 3/22/2020 and immediately cancel it on 3/24/2020, and started the long journey of requesting the 50$ deposit refund. During this process, I made more than a dozen of phone calls or online chats and spent hours and hours talking to a dozen of different agents. Unfortunately the issue is still not resolved and this is because most of your agents I had are not helpful and the customer service system is very inefficient.
Every time I called it would take forever for me to get to an agent and the automate voice set a high barrier, asked me to make selections for many times and then verified everything that will be verified by agents again, and it did this very slowly. Even after I get to an agent, they didn't help me at all and basically that's what happened.
I wanted to consult the price about the internet service and bought one, and the first agent made me register another account trying to sell me the mobile service without even asking me if I have had one account, and charged me immediately for 50$ deposit. I canceled the internet service the next day and I was promised a credit card refund by the second agent. But after 1 whole months I didn't get the refund on card. Then I called to ask and the third agent, and he told me it's already posted and could't refund by card. Instead he would mail a check. Then after another 2 weeks I still got nothing, and I made may other calls. The third agent denied the existence of the charge, the forth one held it and complained me for not having returned an equipment, although the second agent said I would get refunded and because of the pandemic, just return the equipment later.
Then another agent tried to check the charge, so he made my friend authorize me as co-owner of HIS account just because I lived with him. And another agent blamed me for having multiple accounts. The billing department said it was an account issue and told me to call the loyalty department. They told me just say "loyalty" and don't respond to the automate voice. That didn't work and got me to another agent. When I said "loyalty" the agent said "what the heck are you talking about??" I spend 20 min explaining what happened and he cleared and shut down all my account and finally he said "alright I'm loyalty department and I just needed to close you account, now you should go to billing department for refund issues, and I can't help you with that." Then I called again and this agent tried to transfer me to another agent, but after I went through the automate voice, verification and spent long time explaining what happened the new agent said he was in California and I was in Florida so he couldn't help me! OH MY GOD!
This was still not the worst part. The even worse thing was I needed to explain the whole story again and again every time I got to an agent (after so hard struggling already).
This was still not the worst part. The worst was your different agents gave me totally different answers to my same issue! The first one promised me a credit card refund, (after 3 weeks I don't get it ), and the second one guaranteed he would mail the check because the credit card already posts (another 2 weeks I didn't get anything), and the third agent denied the existence of any charges and refunds (I was shocked!), then the forth agent said yes "there is a refund but I hold it because you have a device not returned" (though the very first agent has said I would get the refund no matter what and don't worry about the return because of the pandemic, just return later), and then the fifth says oh yes the check is on its way just be patient and give it another 2 weeks (and after 2 weeks I get absolutely nothing, nothing!) I spent my very last patience with your company and has made a sixth call,. The sixth agent said he would make another refund request ...
Two months have passed since I disconnected my internet it still seems impossible for me to get a single penny refund.
I don't know if you can do something about it and even after I have received the refund, or if you can compensate me for such a upsetting experience with your company, given the fact that I'm busy working but still you took so much time from me and made this customer experience a total disaster!
(By the way, the extra service the first agent tried to sell to me was xfinity mobile. He told me no charge until I actually zip it in and activate. But I didn't activate it and next month it automatically charged me. I called customer service and told them to cancel the charge. I'm still now keep an eye on my credit card because I no longer feel safe about this company.)
Product or Service Mentioned: Xfinity Internet Service.
Monetary Loss: $50.
Preferred solution: Let the company propose a solution.
Xfinity Cons: Ripping customers off, Service call, Higher price for longer-time customer, Expensive modem required.
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