Xfinity Store by Comcast — Local services in Union

Dear Federal Communications Commission,

I am writing to file a formal complaint against Xfinity Mobile regarding their failure to unlock my device in accordance with their stated policy. I paid off the remaining balance on my device 72 hours ago, and according to Xfinity Mobile's policy, the unlocking process should have been completed within 48 hours. However, despite numerous attempts to contact them, I have not received any resolution or concrete information regarding the status of my unlock request.

Below, I provide a summary of the events and communication exchanges that have taken place:

On 6/11/2023, I paid off the remaining balance on my device, fulfilling all requirements for the device unlock.

I promptly contacted Xfinity Mobile customer support on the same day to initiate the unlock process. During this conversation, I was informed that the device unlock would be processed within 4-8 business hours.

After waiting for the stipulated timeframe, I did not receive any confirmation or update on the unlock status. Concerned, I reached out to Xfinity Mobile customer support again on 6/12/2023.

This time, a representative informed me that the unlock process may take up to 24 hours due to a technical issue. I patiently waited, assuming that the issue would be resolved within the given timeframe.

Unfortunately, another 24 hours passed without any communication from Xfinity Mobile. Frustrated by the lack of progress, I contacted them once more on 6/13/2023 to seek an explanation for the delay.

To my dismay, the representative I spoke to this time informed me that the unlocking process may take up to 48 business hours. This conflicting information has caused significant inconvenience and distress.

I would like to highlight that Xfinity Mobile's policy clearly states that the device should be unlocked within 48 hours of meeting the necessary requirements. It is evident that the company has failed to meet this obligation, causing undue inconvenience and violating the trust placed in their services.

I kindly request the Federal Communications Commission to investigate this matter and take appropriate action against Xfinity Mobile for their failure to honor their policy. Additionally, I seek your assistance in ensuring that my device is promptly unlocked, allowing me to use it with a different carrier of my choice.

I have attached copies of all relevant documentation, including payment receipts, communication transcripts, and Xfinity Mobile's policy for your reference. Please let me know if you require any further information or documentation to proceed with the investigation.

Thank you for your attention to this matter. I trust in the Federal Communications Commission's commitment to consumer protection and accountability, and I look forward to a swift...

DO NOT SIGN UP WITH XFINITY!!!! Save yourself headaches and money!

In March I signed up with Xfinity. I was told my apartment was xfinity ready. They shipped my equipment and when I received it there was no where in my apartment to install it because my apartment was in fact NOT Xfinity ready.

After THREE DAYS of calling, calls that took at least 45 minutes if not longer, I finally was able to speak with someone who understood I needed a tech to come install Xfinity. This person assured me the fee would be waived. The tech was in my apartment for 3 hours installing the service.

At the end of April, Xfinity took $100 from my account for tech fees. Additionally I was told my monthly payment would be $105 and the customer service agent said that is not correct, the actual monthly payment is $129.

I canceled my service and was told I would be receiving a credit of $125 into my bank account. It's been 3 days and I have not received a credit.

I called xfinity and the agent I spoke with assured me a credit would be given but it COULD take about FOUR WEEKS! When I asked to be transferred to a manager she assured me that she cannot transfer me to a manager unless I have my full account number. I tried logging into xfinity to get my account number but because my account is closed I'm not able to log in.

So here I am, aggravated that I can't speak with someone regarding ALL of my grievances with Xfinity. So until I get a manager to call me or a solution that I'm satisfied with, I'll be spreading the word- DO NOT SIGN UP WITH XFINITY! WORSE SERVICE! WORST CUSTOMER SERVICE! TERRIBLE WIFI (I actually kept my phone off of the wifi while I was home because the cellular connection was better than xfinity wifi)

I have Verizon now and they signed me up within a half hour, service was great! Wifi is excellent AND I'm paying significantly less than I was...

This store has the worst customer service ever! Robyn the manager is unprofessional and lacks knowledge of her company system. This employee lied to me just so I can open a new account. She told me they couldn’t reactivate my old account that was only canceled for 3 days. Mind you customer service told me to go into the location and reactivate my account. I asked Robyn would I have any other charges if I pay 100 to open a new account. She told me no cause she charged me 31 dollars to clear my old balance. So I payed the 100 to open this new account. Now I got 80 dollars charge and have to pay another 160 for a new account when she could have just opened back up my old account. I wouldn’t even be mad if she sat the right expectations. If I had to pay then I would have payed if it was explained me. I go into this store to speak to this Manager and she is making it seem like it’s my fault. I don’t work here you do you have to treat your customers better. She didn’t wanna help me and she created the problem, how are you a manager and can’t even take accountability for your own actions. This is how you train your employees? I asked for corporate number and she didn’t wanna give it to me cause I was angry? Yes I’m angry you took my money and then act like you didn’t remember anything. I don’t know if you treated me with disrespect because I’m black or you just don’t care about your job or your customers. This wouldn’t have been an issue if u set the right expectations. Worst experience in any retail store. Just go to the Comcast in West orange you will be treated so much better. This store doesn’t even greet customers when they enter they store. Y’all lack so much customer service just a...