Xfinity Store by Comcast — Local services in Alexandria

This was, without exaggeration, the worst customer service experience I’ve ever had.

All we wanted to do was add a mobile line to our existing Xfinity internet account. What should’ve been simple turned into a drawn-out, stressful nightmare.

From the moment we walked into the store, it was clear no one really knew what they were doing. They kept making changes, asking us to sign different forms without clearly explaining anything. At one point, they ran a credit check on us without asking — and they were about to run it again until we caught it and stopped them. That’s not okay.

They upgraded our account without telling us it would wipe out our existing profile — including our login info — and create an entirely new one. After almost three hours of confusion and back-and-forth, we told them we didn’t want to proceed anymore. We just wanted to leave and move on.

But when we got home, we discovered our internet service had been disconnected entirely. Logging in to Xfinity showed our account was canceled. No one told us that would happen. So we had to go back to the store just to get our service turned back on.

And now here’s the worst part: they told us they can’t reinstate our previous internet plan. Because of the way the account was changed, we’re locked out of our old pricing for 90 days — and stuck with a more expensive plan in the meantime.

Unbelievable.

This entire situation was caused by poor communication, undertrained staff, and a complete lack of accountability. No one took ownership, no one seemed confident in what they were doing, and there was clearly no experienced person overseeing the process.

I strongly urge anyone reading this to avoid this location. Ask questions. Get everything in writing. And don’t assume they’ll look out for you — because they absolutely won’t.

Update after following up through Xfinity support, as requested:

I used the link they provided in response to this review and spent hours in chat with Xfinity support. There were long delays between responses — in some cases nearly an hour — and I had to repeatedly ask just to get the name of the person I was chatting with or a case number (which was never provided).

After fully explaining everything I went through, I was eventually told that my complaint had been “submitted internally” and that I would not receive any follow-up or resolution from their team.

So unfortunately, there was still no ownership, no apology, and no effort to make things right — just another dead end after a deeply frustrating experience at their store.

I’ve documented the entire conversation, including the delays and responses, and wanted to share this so others know what to expect if they try to follow up through the channels...

Hey Xfinity... you owe me A LOT of money in refunds - $263.38, to be exact. You have owed me that for several months now. Where is it? Am I ever going to get it?

I am fuming right now. Apparently you guys have repeatedly ignored my multiple requests (in person, via phone, via email, etc.) for a refund to my bank account and have instead apparently opted send me a prepaid visa card as a refund by the end of this week (at least I think that's what you've decided to do anyway, but no one in your company can bother to give me the time of day, never mind clear answer). All of this because I didn't "take action" to explain to you how I wanted to receive said refund, according to you, even though I've been pursuing this refund for literal MONTHS. I've called and emailed and talked to people at this location, including videochatting with folks in the billing department. I have been blown off every single time, never getting a clear answer and just being treated generally like dirt despite being nothing but polite and patient.

I have received two emails asking me how I want to receive my refund, in both of which I selected my via bank account, but both gave me errors. Your employees ignored my repeated verbal requests via phone and in person for a bank account refund anyway. At this point, I don't even know if I will receive the refund at all, even as a prepaid card, which I specifically asked you NOT to do. I tried to explain my situation in a video chat to the guy in the billing department today (fourth time I've talked to someone in this department) but he was very patronizing and kept talking over me. I eventually raised my voice to be heard but he didn't care, continuing to yell over top of me. He also misheard important things I said and didn't follow directions, mainly because he was so rude and kept yelling over top of me.

I have tried to be more than fair and patient, but frankly I am so angry at your employees for their carelessness, blatant disrespect, and general incompetence. What is wrong with you, Xfinity? How could you have screwed this up so badly? What kind of special level of incompetence and lack of care for your customers does this take? Good grief. I should not have to fight so hard and wait so long to get my money back. You have stolen too much of my time and basically stolen my money, as far as I'm concerned, because I haven't received it for months (who knows if I ever will at this point? You seem kean on keeping it!). You at the very least owe me not only my money but an apology....

I am no longer a customer of Xfinity Mobile as their billing system kept charging me erroneous fees, and even reversed credits I'd had applied for said overcharges.

To condense a long story into a couple sentences, I was a satisfied Xfinity Mobile and Xfinity Internet customer for nearly 5 years and upon getting engaged ended my internet relationship with Xfinity to move into a friend's house short-term before getting married, knowing I was sacrificing the Xfinity dual-customer discounts for a time.  Upon getting my new married apartment and Xfinity Internet I attempted to have Xfinity reconnect my Mobile account to my Internet account to get the dual-customer savings.  That re-connection never stuck and I had to dispute continued charges and notify them of my status as a dual-customer every billing cycle, but to no avail.

I at long last recovered most of my money and decided to cut my losses and go to AT&T.  On my last two visits to the Xfinity store (two of multiple visits, where you can never speak to a person actually at the store about the credits owed you but must instead video call someone offsite) I showed them unexplainable emails I was getting, seemingly from Xfinity, about a debt I owed.  Each time they waved it off telling me not to worry about it, so I didn't.

They said it was probably a scam, despite being from a verified Xfinity company email account, and even told me "Yeah, that looks like us but I'm not seeing anything on my end."  They ran all my previous addresses both times, and told me they had conducted a thorough review to make certain no ghost account was getting charges inexplicably- and at my insistence they verified that no such charges were connected to my name.  Yet, Xfinity has made another mistake and I got a letter from a collections agency in the mail stating that I owe a debt to Xfinity.

So despite their assurances, and despite no longer being a customer (their incompetence drove me to a competitor where I pay a little more even) I need to once again drive to the Xfinity Store to dispute a charge. And I'll likely be goin to the Courthouse location, because they tend to have better, more...