Complaint Review: Comcast/Xfinity

On Wednesday July 23, 2014 I had a service appointment with Comcast/Xfinity to move my internet from one room to the other due to remodeling I am doing in my home. I was assured by their representative when I scheduled the appointment that there would be NO charge because I have the service protection plan. I was at work but my mother was at the house. He used an existing outlet from when they installed the cable in my house 3+ years ago. The only thing he had to do was activate the line and put a cover plate on the wall.

He then proceeded to tell my mother that if Comcast/Xfinity billed us it would be $50 but if she paid him directly it would only be $30. Thinking she was saving us money, the man seemed reputable because he was after all in an Xfinity van and had an Xfinity shirt on even though he didn't wear his badge, she paid him $30 cash. She got no receipt or proof that she paid. I called Comcast/Xfinity the next day, Thursday July 24, 2014 because my internet wasn't working and because I questioned her having to pay him anything.

I was then informed that what he did broke their rules and their protocol and that the technician would be fired. The man I spoke to opened a "ticket" and filed a "claim" of theft on my behalf. He then advised that I would hear from someone within 24 hours to get my internet working and to reimburse my mother. On Friday July 25, 2014 I hadn't heard from anyone so I called Comcast/Xfinity once again only to spend 2 hours on the phone and be transferred multiple times because even though everyone said the technician should have never taken money, there was nothing they could do, I was also hung up on twice bby Comcast/Xfinity employees and had to start all over again each time.

They then finally scheduled to have someone come out to my house on Saturday July 26, 2014 between 3-5pm to have my internet fixed and advised that someone would be contacting me within a day or so about the money the technician took because the claim had been "escalated". Jessie the technician arrived on time Saturday July 26, 2014 and when he heard what was going on he advised me that he knew the technician that took the money, that he was new to the company. that he did in fact break the rules set by Comcast/Xfinity and it was grounds for termination and that he also knew the technician's supervisor and would contact him.

Jessie ended up fixing my internet and was very friendly and professional. Fast forward to today Tuesday July 29, 2014 and I still have NOT heard one word from Comcast/Xfinity regarding the $30 the technician took from my mother. I once again called Comcast/Xfinity today to be told by the representative in the tech repairs department that the technician might have in fact been justified in taking money from my mothe??? When I asked to speak to a supervisor because that isn't what I have heard from the countless other employees who work for Comcast/Xfinity that I have spoken she then got combative and refused to transfer me until I answered her questions.

I refused to answer her questions, advised her that it was MY right as a customer to speak to a supervisor when asked and that I wasn't going to answer anymore of her questions. She then threatened to put me on hold until I agreed to answer I told her to go ahead. I guess she didn't realize that I will hold out and after being put on eternal she finally agreed to get her supervisor. I then talked to the supervisor on duty and she has now passed the buck onto the "claims" department and said she would contact them because she has no idea why they haven't contacted me because the claim has been escalated.

So now once again I wait to hear from Comcast/Xfinity to call me to see about getting my mother's money back to her. This is RIDICULOUS and aftter all of the hassle I have been put through I am looking today for a new internet provider which stinks because they have the best internet here but I refuse to have people who will come into my home, take money from my mother when they have no business doing it and then giving me the run around when it comes to giving her said money back. Be wary of who Comcast/Xfinity sends to your home!