First off the quality of the internet is horrible. They have come to “fix it” 3 times and it never gets better. But they also cut off our service because their payment system is messed up. We set up auto payments, we use the card that was connected to our account all the time with no issues. When they contacted us saying we had not made payments in 3 months we called and gave them the payment information again and the person on the phone said everything was taken care of. Then they cut our service the next day. When we called again they said that there were never any changes and now we have a to pay $50 connection fee! If you have ANY OTHER OPTION for an internet provider, use them instead. You won't regret it.
Daniel Stocks
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February 10, 2025
Customer for almost 4 years. Then they change their policy on auto-pay to not accept American Express. I had no clue for 3 months that my payments weren’t getting taken out till a text message. They gave me 2 late fees and were only willing to remove one. I talked with the manager and she didn’t care or have sympathy. She also didn’t care if I canceled which is an awful way to do business when they were the ones that stopped my auto pay
Ray Mullings
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March 05, 2025
After 8 years with no billing issues, I suddenly get my payment not coming out when I am on auto pay. I updated all my information when their system was updated as well. I called into customer service to hopefully get some answers, and got a very rude woman.
She didn't care what I had to say or what I had on my end showing all my payment information was up to date. She was not apologetic. Essentially she just said "not my problem".
Richard Reniewicki
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February 14, 2025
I've spoke with their customer service twice now and both times it's been a terrible experience. I assume it was the same person but they obviously are not happy with their career choice and make sure you know it. I could not finish a single sentence without her talking over me like she's reading a script. When I ask to be allowed to finish, she acts like a teenager, long pause of dead air at the end, audible sigh, ignores & disregards everything I said and goes back to her script even more sarcastically than before.
They recently changed their payment system, sent a mass email that was very misleading. Stated autopay customers would be transferred over without interruption but that never took place. Never sent out any "missed payment" notifications for months until they sent a single "final disconnect" notice. After reading others' feedback, I'm not the only one that experienced this.
This last time I called, I wasn't even calling to complain or ask for late fees to be waived, I just wanted to get my autopay set back up. After having yet another terrible customer service experience, I just decided to cancel. I've been with them for 7 years, I was never late until the recent late fee harvesting scam. Imagine being a no name local small business and losing customers over something as easy as customer service.
Kymberlynne Llewellyn
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February 05, 2025
I had the worst customer experience with this company. I don't understand what I've done to the owner, but it seems she bases her approach to customer service on her personal views. I attempted to speak with her in person for the first time due to numerous issues, including an unwarranted disconnection of my internet service without proper notification. I informed the company that I was not receiving emails regarding bills or shut-off notices, but it seems the customer is not allowed to contest their actions.
The manager operates on a "my way or the highway" policy, making it impossible to resolve any issues. I have been contacting them to terminate my service for two weeks. They just informed me that even though I had rented a modem from them that was not plugged in, I am still required to pay for five days of service during which the modem wasn’t in use. This is unbelievable!
I am relieved to be a satisfied Xfinity customer and no longer have to deal with this frustrating company. This experience has been ridiculous, and I will never refer anyone to them. I will actively share my story to help others avoid similar situations.
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First off the quality of the internet is horrible. They have come to “fix it” 3 times and it never gets better. But they also cut off our service because their payment system is messed up. We set up auto payments, we use the card that was connected to our account all the time with no issues. When they contacted us saying we had not made payments in 3 months we called and gave them the payment information again and the person on the phone said everything was taken care of. Then they cut our service the next day. When we called again they said that there were never any changes and now we have a to pay $50 connection fee! If you have ANY OTHER OPTION for an internet provider, use them instead. You won't regret it.
Customer for almost 4 years. Then they change their policy on auto-pay to not accept American Express. I had no clue for 3 months that my payments weren’t getting taken out till a text message. They gave me 2 late fees and were only willing to remove one. I talked with the manager and she didn’t care or have sympathy. She also didn’t care if I canceled which is an awful way to do business when they were the ones that stopped my auto pay
After 8 years with no billing issues, I suddenly get my payment not coming out when I am on auto pay. I updated all my information when their system was updated as well. I called into customer service to hopefully get some answers, and got a very rude woman. She didn't care what I had to say or what I had on my end showing all my payment information was up to date. She was not apologetic. Essentially she just said "not my problem".
I've spoke with their customer service twice now and both times it's been a terrible experience. I assume it was the same person but they obviously are not happy with their career choice and make sure you know it. I could not finish a single sentence without her talking over me like she's reading a script. When I ask to be allowed to finish, she acts like a teenager, long pause of dead air at the end, audible sigh, ignores & disregards everything I said and goes back to her script even more sarcastically than before. They recently changed their payment system, sent a mass email that was very misleading. Stated autopay customers would be transferred over without interruption but that never took place. Never sent out any "missed payment" notifications for months until they sent a single "final disconnect" notice. After reading others' feedback, I'm not the only one that experienced this. This last time I called, I wasn't even calling to complain or ask for late fees to be waived, I just wanted to get my autopay set back up. After having yet another terrible customer service experience, I just decided to cancel. I've been with them for 7 years, I was never late until the recent late fee harvesting scam. Imagine being a no name local small business and losing customers over something as easy as customer service.
I had the worst customer experience with this company. I don't understand what I've done to the owner, but it seems she bases her approach to customer service on her personal views. I attempted to speak with her in person for the first time due to numerous issues, including an unwarranted disconnection of my internet service without proper notification. I informed the company that I was not receiving emails regarding bills or shut-off notices, but it seems the customer is not allowed to contest their actions. The manager operates on a "my way or the highway" policy, making it impossible to resolve any issues. I have been contacting them to terminate my service for two weeks. They just informed me that even though I had rented a modem from them that was not plugged in, I am still required to pay for five days of service during which the modem wasn’t in use. This is unbelievable! I am relieved to be a satisfied Xfinity customer and no longer have to deal with this frustrating company. This experience has been ridiculous, and I will never refer anyone to them. I will actively share my story to help others avoid similar situations.