Billing issues won't be resolved

Question

I am a very unhappy customer right now, and I can't seem to get anyone to fix my issue, even though it was Xfinity's fault to begin with. I was convinced to upgrade my account through an online chat on June 14, 2015.  I was told by the representative that I would be paying $89 a month, and I specifically asked if that would include the two set top boxes I currently had, as well as the wireless router and any additional fees.  The representative, Kristin, said that I would not be charged anything additional, and the $89/month would include EVERYTHING, all equipment and fees. When I looked at my bill today, it says that I am being charged $121 a month.  I got online and entered a chat with a representative, who told me that there was nothing they could do, and that I was being charged $89.99, plus $9.95 for a HD technology fee, plus $10 for the router, plus $12 for an Internet upgrade.  If I had know when I initially was offered the upgrade that I would be playing for all of these extras, I wouldn't have agreed to it.  I specifically asked if all of the equipment and fees were included, and I was told they were.  Today, the representative on the chat told me there's nothing he could do, so I asked to speak to a supervisor. The supervisor came on, looked up the previous chat where I had been promised the $89 a month all-in rate, and told me that the information I had been given was incorrect.  While I agree that might be true, I asked her why it was my fault that the previous representative had given me false information, and why I had to be penalized for it.  She told me there was nothing she could do to resolve the issue, and gave me a customer service number to call. After having been in an online chat for over two hours, the last thing I wanted to do was to sit on the phone trying to get this issue fixed.  But I called the number, spoke to another representative, and the only thing he was able to do was send an email to the supervisor of the orginial representative, as well as his supervisor, to try and get this issue resolved.  I told him the only thing I wanted was what I had been promised originally, which was $89 a month with all equipment and fees included. I fully expect a call very soon to resolve this issue.  I am fed up with Comcast.  I have had nothing but issues since the day I singed up with them, and my service isn't great.  I have to reset my set-top boxes almost every day, I get poor signal on the Internet, and I'm paying for a phone line that I don't even want.  And now, when I was promised one price, I'm getting charged another and no one will do anything about it. If this issue does not get resolved, I will be canceling all services, and telling everyone I know to never use Xfinity.  This has been the biggest hassle I have ever experienced with a cable provider.

Answer 1

Hello samanthabingham,
I am sorry for the delay and your troubles. Our records indicate your concerns are currently being addressed by our Regional Executive Relations Team. Please let us know if you have any additional questions or concerns.