Xfinity Store by Comcast Branded Partner — Local services in Crystal

absolute scam. STAY AWAY FROM THIS INTERNET SERVICE PROVIDER.

I signed up for this service 3 years ago. the deal they gave me was the same as what they always are advertising, $50 per month for 800mbps as long as I signed up for auto-pay and enrolled in paperless billing. my router never came in the mail so after 5 months of getting billed for internet that I had no way of using, I came into the branch here in Brooklyn Center.

After looking up my account, they were able to see that I never received a router and that my total data consumption for each month was zero. They gave me a router that they had in the back of the store. I asked for a refund for the 5 months that I was billed while having no access to the service and was told that they could only refund me for 3 months because of some company policy.

I never received a refund. Additionally, 3 months after picking up my router, they started billing my account $15 extra every month for not returning the original router that was never sent to me. Then, 2 months later, they started billing my account an extra $25 on top of that for a piece of equipment that I never ordered and was never sent to me.

After comparing the charges made on my bank account to the limited information comcast would provide on my account page, I discovered that my 800mbps service that I signed up for had also been upgraded (at my expense) to 1300mbps. I had a total of two interactions with comcast at the point, my initial sign up 3 years earlier, and my visit to the Brooklyn Center branch to track down my missing router.

With my new internet package (although I cant say new because, based on my transaction history, this unauthorized change to my account went into effect 2 years ago), plus taxes, surcharges, a $10/month fee that was never waived for going "paperless," and the extra fines for not returning equipment that I never had in my possession, I was getting billed $138.74 per month which, when combined with the first 5 months of service that never got refunded to me, the grand total Comcast overcharged me was north of $900.

I decided to try contacting comcast through their website to try and clear this up. One AI chatbot, five employees on live chat but using heavily automated responses, and three people on the phone back to back for three and a half hours, their resolution was to offer me a free one year upgrade to unlimited data. My account already includes unlimited data so I declined and threatened to file for a judgment in conciliation court. They then offered to refund the entire amount I was overbilled and promised it would be taken care of "immediately".

I felt like I had gotten somewhere but then almost instantly after the call was ended I started receiving automated text messages from xfinity. it started off with about 20 back to back messages that were identical and just said "click the link for access to the directions you've requested to you local xfinity store," then it turned into a bunch different messages saying things like "you've already added 5G service to your account, click here to see the changes you recently made." after dealing with message after message for about 20 minutes it finally stopped and then about an hour later I got another message saying that support ticket that recently opened was denied, and then several more saying "this is an attempt to collect a debt."

72 hours later and no refund has been issued. my internet service is still connected and running at 866mbps, the speed I signed up for. I wanted to see what their new offer for 2025 was and I pulled this directly from the add on their web page:

"Offer requires enrollment in both paperless billing and automatic payments with stored bank account"

In other words, they want UNRESTRICTED ACCES TO YOUR BANK ACCOUNT (which if you didn't know, also gives them the ability to see your available balance) and the ability to TAKE ANYTHING THEY WANT WITHOUT NOTIFYING YOU.

comcast, if I don't... I hope somebody out there gets you on criminal charges this time....

I received great customer service from this Xfinity location today. I went in to see how much it would cost to replace my broken iPhone 15 on my mobile plan and both guys that helped me were very friendly. But throughout helping me, it was the couple encounters with other customers that I feel like the one guy should really be recognized (I wish I remember his name but I don’t.) One woman was coming in to disconnect her service and return equipment and in the middle of checking on things for me and porting an outside number through to Xfinity for another customer, the guy eagerly said to the woman “Dude, the survey! Pitch the survey!” And dude’s response was “Dude, she’s canceling her service! She’s not satisfied! Do you want a bad survey??” And dude helping me says “Doesn’t matter, there’s still information we could get from it!” And so the guy was basically making him feel dumb for even suggesting giving this woman a survey but in fact, it was actually a brilliant idea to ask this woman to complete a survey because businesses should be more than interested in why a customer is not satisfied with a service or product of theirs. And for the dude that was helping her to totally and completely dismiss this guy’s idea to get more info on why this woman wasn’t satisfied with Xfinity, shame on him. Working retail previously, the best information you can get as a company in regards to improvement is from customers who are not happy or who are dissatisfied with your service. As for the guy that helped me and encouraged me to check how much it’d be to replace my screen before paying off the remaining balance on my phone ($275) and then having to pay taxes + 1st month’s payment on a new iPhone 16 (additional $130) = total of $405, kudos to you!! It’s obviously your job to sell products, phones, etc. and today you puts the needs and what was best for the customer above making a buck for your company and that is 5-star service!! Thank...

I’m giving this location one star solely because of the manager, Abe. I arrived at 10:00 AM and waited over 20 minutes before I finally had to knock on the door. He eventually answered, but why are the doors not open on time? At the very least, there should be a sign posted to explain the delay.

Abe claimed he needed a second person present for “security reasons” before opening the site, yet there were already two other people inside. All I needed to do was pick up equipment. It felt like a complete waste of time.

Honestly, if it weren’t for the other two staff members being so friendly and helpful, I would have taken my...