Xfinity Store by Comcast — Local services in Bellingham

An Xfinity-Comcast customer service representative is extremely difficult to reach by phone. That is why, now, we have to actually drive to a store when a problem arises with our cable service. We had been alerted that one of our cable boxes needed to be updated. As usual, I tried repeatedly to make an appointment by phone but could never get through. I finally filed a complaint with the Massachusetts Attorney General. The A.G.’s office called back within an hour. Xfinity is well known to them. As we needed the new cable box immediately, I drove to the Bellingham store. One nice girl was trying to help. An employee named Lance joined the conversation. He was absolutely horrible. He wasn’t the least bit sympathetic toward the particular set of problems. Having driven all the way over there, I expressed urgency in the matter. Shortly thereafter, Lance told me to leave the store. This is rude and unacceptable. The next visit to the Bellingham Store was by my husband and me. Again, all we needed to do was schedule a service call. A very personable employee named Gabriela took our information. She scheduled a service call: date, time and purpose. On August 6 the technician arrived on schedule and the problem has been solved. Xfinity itself, in our opinion, bears most of the responsibility for this set of problems. We are making plans for...

This was one of the worst customer service experiences I’ve ever had. I went to the store to pay my bill and found two employees engaged in conversation. When I approached one of them to process my payment, he took my information and told me I had no balance due. I asked him to confirm, but he insisted I didn’t owe anything. I showed him the Xfinity app clearly stating that I owed money, but he dismissed it, saying I had probably paid in advance. I told him that wasn’t the case, yet he seemed more interested in returning to his conversation with the other employee than helping me. When I left the store, I called customer service and was informed that I in fact owed $55. This was an extremely disappointing and...

Billing is a scam. I was lured in with the promise that my bill would be $20 per month. The first month came in at $97.68 thanks to a sneaky activation fee of $25 per line I was not told about. The rest of the $47 was because they conveniently forgot to apply the promised rate, which happened to my next bill too (billed for $45.30).

They can get away with charging whatever they want, make all the mistakes they want, and the burden is on consumer to make them fix their mistakes. After hours with customer service, I was essentially told that I would not be reimbursed the difference - despite them admitting it was a "system error" - and that the $20 rate would begin in the...