Xfinity Store by Comcast Branded Partner — Local services in Citrus Heights

This store added 3 unauthorized lines to my account every time I purchased a new phone causing me to be overcharged hundreds of dollars and it still hasn't been rectified. They won't take any accountability when I visit the store and Xfinity support just passes me around for days and never solves it. Check out the formal complaint filed here.

I am writing to formally lodge a complaint regarding unauthorized lines added to my Xfinity account and the resultant overcharges I have been experiencing since February 2024. Despite multiple attempts to resolve this issue through your chat support, the problem remains unaddressed, and I have not received any credit for the overcharges.

The issue began on June 20, 2024, when I noticed that each time I added a new device for myself or my children, a new line was added to my account without my authorization. This resulted in six lines on my account, significantly increasing my monthly bill from what should have been approximately $196 to over $280.

These lines were never requested or authorized by me, and it is absurd to suggest that each of us would have two phone lines.

The billing discrepancies are as follows:

February 2024: $302.13 (overcharged by $105.76) March 2024: $302.13 (overcharged by $105.76) April 2024: $311.60 (overcharged by $115.23) May 2024: $446.65 (overcharged by $250.28) June 2024: $288.00 (overcharged by close to $100)

I have been a long-time customer and have always paid my bills on time. Despite this, I am being charged random amounts that are significantly higher than what I should be charged. I have repeatedly contacted Xfinity via chat support, spending multiple hours documenting this issue, but it remains unresolved.

At this point, the only acceptable resolution is for my account to be credited and my bills fixed to accurately reflect the correct charges. This resolution should also pay off the remaining devices on my account. Any remaining balance should be sent to me via a prepaid card to the address listed above.

Please note that I am not waiting any longer to escalate this matter. This complaint is being sent concurrently to the Federal Communications Commission (FCC), the Federal Trade Commission (FTC), and the Better Business Bureau (BBB) due to the excessive time and effort I have already spent attempting to resolve this issue directly with Xfinity.

I kindly request that Xfinity immediately investigates this matter, removes the unauthorized lines from my account, and credits my account for the overcharges. I expect a detailed response and resolution within 14 days of receiving this complaint.

Thank you for your immediate attention to this matter. Please reply via email to ensure all communications are kept in writing.

FTC, FCC & BBB should have fun...

Went in today to return TV box that I had exchanged back in August...my old box stopped working. After returning my old box today I asked the nice girl if she could look up my account because I didn't think I had received a bill since August. She told me I had just paid my bill on September 5th for $170...what? When I went to this store on August 3rd to get a new box the girl gave me a new box and said she could lower my bill by $20...I was paying approximately $158 per month for internet and TV. I thought that was great. She never told me I was entering a NEW contract for 2 years with a $238 early cancelation fee. She also didn't explain the "new" contract, which, again wasn't told it was one. She also didn't tell me she added a land-line phone on the plan for an additional $10 per month...receipt said "xfinity voice" which I thought was speaking into my remote control...haven't had a landline phone in over 35 years!!! My receipt and the email I received did not mention the additional $10 charge. The girl today worked up a NEW contract which will now cost me $130 per month but when she got the manager to approve a refund for my over payments the manager declined. She said the girl no longer works there but she would make sure the other employees were notified on the responsibility of letting a customer know when they are entering a new contract and making sure they actually want a landline connection for a landline phone...What about me lady??? I'm the one who got scammed and overcharged!!! Sorry sir...i left telling the FULL store to find another store for xfinity to shop at. Worst customer service from a store manager i have ever received. Find another xfinity store to shop at so you won't be taken advantage of!!! BTW...Everyone in the store, employees and customers, were masked up. When the store manager came out from the back she had a mask on but lowered it when she spoke to me. Apparently, she doesn't understand the purpose of wearing a mask or how this virus is spread! This experience keeps getting worse!!! Yesterday when I was dealing with this mess the clerk showed me my current bill...$170!!! Now this morning I get an email saying my bill is NOW $175!!! This is...

Very disappointing experience with Xfinity!

In February 2025, I visited this store to set up home internet service. The employee told me that I had to switch my mobile service to Xfinity in order to get home internet — even though I asked if it was possible to avoid that. I was then convinced to switch with the promise of a promotion: free mobile service for one year.

I urgently needed home internet, so I agreed. The technician who came to install the service did a great job — no complaints there.

But a month later, I received a $68 phone bill. I called customer service, and they told me this was a one-time payment (a “tax” for the first month), and that after this, my monthly bill would be only $1–2. That felt expensive for a “free” service, but I accepted it.

However, the next month I was charged $32, and this continued every month. Every time I called, I was told something different: there was a system issue, I needed to call monthly to get the charge removed, or that it would be fixed “next time.” One rep finally told me everything was resolved and I wouldn’t need to call again — but the charge came back anyway.

Eventually, I was told I actually had no promotion at all, and the best they could offer was a $10 discount. After pushing for answers, they said they’d “review past calls” and get back to me.

This has been an incredibly frustrating experience, full of misleading information, broken promises, and a complete lack of transparency.

Customers deserve to know exactly what they’re paying for — not to be misled and forced to fight for clarity every month. I absolutely do not recommend this location or Xfinity’s...