Complaint Review: XFINITY WIFI - Internet

While on an out of state vacation in August 2012 the WiFi at my hotel did not produce a strong enough signal to be of use in my room.  I needed access to the internet for work or else I would have had to cut my vacation short (it was a working vacation, I run several internet sites).

I clicked on my computer to see if there were any services in range with a strong signal and XFinity WiFi came up as a strong wireless signal, so I purchased a one week pass to use their service for $19.95.

This month when my credit card bill came in I found that I had been "Double-Billed"and I contacted the company to have the duplicate charge reversed.

After nearly 45 minutes on the phone with a very polite Customer Service Rep I was informed that they have a "24 Hour Buyer Remorse Clause" for duplicate accounts and that he was not allowed to issue me a refund even though he verified that the accounts were created within 45 seconds of each other and only one account had actually been active during the week I purchased.  I am unaware of how the duplicate accounts came to occur, whether it was a computer glitch at their end, or an operator error on my end, but regardless, it was an accident and I had no intention nor need for two accounts, as verified by the CSR when he reviewed my activity.

It was only $19.95 and I had no issue with the service, but I really don't like someone just taking my money for services NOT rendered.  Even if it was an error on my part, I still believe that a refund was warranted.  This "24 Hour Clause" is ridiculous, I had no way of KNOWING that the accounts were duplicated until I received my credit card statement several weeks after the fact.  A nice way for Comcast and XFinity to line their pockets with ill gotten gains.

I then asked to speak to a supervisor, which I did, his name was "Cain". 

He told me he could not access either of my accounts and see my usage (a lie, because the first CSR told me he could plainly see that only one account was actively used), and stated he had no way to reverse the duplicate charge, another lie, because refunds are issued to credit cards quite effortlessly around the world.  He could have made a judgment call and refunded my money, but he chose not to, again citing the "24 Hour Buyer Remorse" period.

So, if you have any issues creating a temporary account with Comcast or XFinity WiFi, be sure that you have not inadvertently created duplicate accounts because you will be charged for them both! 

There were no confirmation emails sent stating "Welcome to Xfinity" or anything else that would alert one to an account duplication, and I only remember filling in my credit card information ONCE during the registration process, so I am flabbergasted as to how I was double billed.

If anyone else has had a problem with this company and double billing or other fraudulent and malicious charging to your credit card for services not received, please reply here and perhaps we can file a Class Action Law Suit against Comcast ie. XFinity Wifi, evidently from what I heard in the background while on the phone with the CSR there were quite a few complaints and billing errors being addressed, so I don't think this is an isolated incident.

I am filing a complaint with the Better Business Bureau as well.