Xfinity Store by Comcast Branded Partner — Local services in Vancouver

I’ll try and make this short. I went into this Xfinity store the other day, to pay my bill, and upgrade my phone. I had to wait, (most stores are busy) which I had absolutely no problem with, as I was not in a rush. I even went as far as letting a woman with her newish baby and her older mother go before me… as it was the respectful thing to do. I finally get called up and it was issue after issue. The guy that was helping me was like idk if we have that phone in stock, I said “I confirmed with a diff employee here, he said you do in fact have the phone I want”. The guy said well idk about that but I could check????? Okay fine. He comes back says we do have the phone in stock, well I’m trading in my phone for this phone and xfinity is sending me payment in a form of a check. This guy helping me tells me he has never heard of xfinity doing that. I went as far as placing an order through the xfinity app on my phone to show him look, trade in offer from xfinity.. with the amount of the check they would be sending. This guy goes hmm, I’ll have to check with my manager. He comes back and says she did confirm that will be an option when we finalize your order. So fast forward to order, I sign the iPad stating I agree to be charged the balance for the new phone which is like some taxes and a one time fee, they inspect my old device, tell me to expect a shipping label. They couldn’t scan my VALID ID, the manager came out again and tried to use her magic touch … still couldn’t scan it. She goes I’m so sorry as a courtesy we will 2 night ship the phone to you. (NOT A COURTESY, XFINITY SHIPS ALL NEW DEVICES W/2 DAY. Irritated I said okay. I ask for a receipt and luckily I checked it because the guy helping me printed a receipt from 2022 … for my old phone I purchased. I approached him again and he got all flustered and said oh I can’t pull up your order in my system… sometimes it can take a while to update but you can get on the app and check it. Also look out for a confirmation email from xfinity to see when to expect your device.

No email came and after sitting on hold with xfinity last night and being transferred to 3 different people all located in India… explaining this 3 times to all 3 of them, I think I’m done with Xfinity. I asked them all to have a manager contact this store and confirm my story was true so I don’t look like a fool or sound like I’m making this shit up. 44 year customer. No discount was offered, no nothing. It’s safe to say unless I’m contacted and this made right … I will be cancelling my services...

I joined xfinity mobile in March of 2024. In April 2024, I traveled to Mexico. PRIOR to my trip, I attempted to sign up for a long distance plan both online AND with a live agent. The agent assured me it would be taken care of.

The day I left, hours before my trip, I received a text that there was an issue setting up my long distance plan. I called an agent and they assured me that I was covered by some 5th gen plan that would incur NO CHARGES while I was in Mexico.

My bill cycled (changed to a new month) during my trip. Upon return and autopaying my April bill, I was overcharged for all of my long distance charges plus tax.

I contacted Xfinity. They assured me that I had been billed incorrectly and promised me that I would be credited for the amount I was OVERBILLED. I agreed to this and did not expect a phone bill for about 2 1/2 months.

I expected and was reassured that I WOULD NOT be billed for the 2nd 2/3 of my trip.

In June, I was charged FULLY for the charges I had been assured I was not responsible for since I was covered by the "5th gen" plan.

I contacted them again and it was AGREED that I had been overcharged 699.73. They were very nice and reassured me that the overcharge would be reversed back to my card ON or BEFORE June 26th, 2024.

Due to the date being close to the 4th of July holiday, I waited 2 FULL additional weeks to receive the refund of 699.73 that they STOLE from me.

On July 10th, 2024, I made my autopayment for the full amount of my regular billing cycle. No money has been refunded.

I contacted them July 11th 2024 to ASK where money, not their money, was.

After keeping me on hold another 40 minutes, they told me to watch for email confirmation that my refund would be processed in 3-5 business days.

I just got the emails and they are giving me me a CREDIT of 240.86 and 265.03.

I don't want a credit anymore due to the EXCESSIVE OVERCHARGE. I was clear about this and the this the girl I talked to said REFUND. On top of this, the credits are 193.84 less than what they owe me. Let me reassure you that while this has been going on, I have been paying my regular bill.

Do I recommend the service? NO. A million times no. They are thieves and liars. They sweetly say "no worries!" because it's not their 700$ that was stolen out of their bank account.

Next step- GETTING A LAWYER. I have been...

If you have a technical need, particularly with an Internet installation, these guys are not up to the task. Choose another store. For simple setups or cell phone sales/plans, they probably are Ok. I have a complex situation, they didn't understand, and could not answer basic questions - in hind sight all they wanted to do is make a sale. I assumed at the time some of the problems was in my failure in asking the correct question in words we all could understand (I have worked 30 years as computer specialist). I am pretty sure they could have not cared less about what I was asking - say anything to get out of the question. The guy next to me came back as he had problems in what they sold on his Internet plan. His was also a difficult situation, and he too was given the run around (they sold him the wrong plan and didn't give him the correct router). I know he picked up on my situation given the questions I was asking because he came over to make sure they were giving me the right plan - something he learned in retrospect. I should have walked away because I vaguely heard his situation and thought could these guys really only care about selling you something? But I had even more difficult questions concerning other issues I won't belabor here. They could not even tell me if my phone and Internet were billed on separate invoices and/or accounts (I am new to Comcast) - some of the presentation led to believe they were not combined. Later, I found the answer for myself, but they didn't even want to take the time to look up my accounts when I came in again to ask some more account questions. Buying a simple phone plan or wireless router, which might suit 95% people, maybe these folks can work for you. Otherwise, go to the store on Fourth Plain - those guys know their stuff as...