nanajackson2010's profile

Regular Visitor

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1 Message

Mon, May 4, 2020 10:00 AM

where to file complaint

Does anyone have information on how to file a complaint for Xfinity Mobile (XM)? I requested a Samsung A50 from XM in April, and unfortunately the phone arrived with a hairline crack across the screen. I called them the same day I received the phone to report the damage and spoke to XM rep Rudy [EDIT:EID].  He ordered a replacement that same day, (same phone), told me the $35 re-stocking fee would be waived, which it should be because I received damaged merchandise, told me how to return the phone to XM, asked for my consent to approve the exchange and told me the order went through. There was no call reference # that he could give me to refer to later, only his ID#. 

Fedex came to my house on 4/20/20 at 5:53 PM to pick up the defective phone (per the tracking number it was delivered to XM 4/29/20 at 10:15 AM).

When the new phone arrived there was a problem and a rep named LaBarbara assisted with activating the replacement phone. 

I foolishly thought all was well until today, 5/04/20, when I received an email from XM stating that my return had been reviewed, and I later saw a charge on my credit card for $350.00 for the defective phone!!!

I immediately started an online chat with XM on 5/04/20 at 10:00AM, with a rep named Deborah who was in Canada. After holding with her for one hour and 28 minutes while she escalated things to Tier 2, she advised she could not resolve my problem, and that I would have to call Account Verification at 844-963-0011, which I did.

My first connection with a rep after holding was horrible, and I had to hang up, call back and wait in the queue again.  This time I opted for a call back as the length of the queue had grown. I received a call back from a rep named Rachel, who advised that even though I called the correct number, she was in fact "Customer Service", but as far as she could tell I was charged as if I had damaged the phone.

Rachel transferred me to another queue, and after being on hold for 52 minutes, I spoke with Byron [EDIT:EID]. He advised he would have to file a claim with Fedex to have the case "researched", that this would take from 14 to 21 days, that I would not recieve any kind of contact, but "hopefully" things would be resolved and the charge could then be reversed. Not finding this acceptable, I asked for a supervisor, and was told there was not one who could give me a different resolution. Basically, XM's Tier 3 would work with Fedex to resolve, and there was no way for me as the customer to directly escalate this problem. I asked him what would happen if Fedex denied damaging, which could in fact be true, it could have been damaged before it ever left XM, he had no response other than leaving me to undderstand that the charge would remain. This being completely unacceptable, to be charged for a phone I did not damage with no way of reversing the charge, all he could offer me was a case number for the claim filed with Fedex.  This is not customer service, and I need to know how to escalate this on my own- anyone have any info on how to do that? 

 

Responses

New Poster

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1 Message

9 m ago

I'm dealing with exactly the same issue from almost the same exact date... Plus again today on a a70 that was dropping calls due to a samsung update,, they remedied it with the a71. They took 503$ from my account
saying moistuer indicator is on on the a70(lies) You should call the consumer board for your state file complaint there... That's what I'm doing first because the state department doesn't make it hard to file one like Xfinity Mobile does

Regular Visitor

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4 Messages

9 m ago

That is EXACTLY what they are doing to us Right now just got off the phone with xfinity. They made us send in our A70 said that the update they did was bad and caused the phone to crash. They replaced with new version A71..Sent the old A70 back to them as instructed , and they charged us $294 .......said the phone had water damage big time lie. It was practically new. Refused to remove the charges.

New Poster

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1 Message

8 m ago

Your provider has 30 days to respond to your complaint, which as you indicated they have.  Being not the result that is satisfactory, you now need to contact the FCC, you can obtain information for filing with them on their website.

www.consumercomplaints.fcc.gov

Federal Communications Commission

445 12th Sreet SW

Washington, DC 20554

1-888-225-5322

Hope this helps

Frequent Visitor

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6 Messages

8 m ago

A website called https://fairshake.com/comcast/file-a-complaint/ includes links for 5 different ways to file a complaint, from the BBB, which I don't think anyone cares about, to Small Claims Court, contesting credit card charges, and the FCC complaint provided by another reader.

 

I did check the BBB website, and apparently Comcast has multiple cases with various states for over-charging or defrauding customers.  Your state's consumer protection office may be another possibility.  They may file a suit if there are enough complainants.

 

It's hard to find, but if you have a customer service problem, there is a link to report it to the office of Tom Karinshak.  It says they will respond within 24 hours, but after all the time I've spent on hold, I'm not expecting it.

Visitor

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1 Message

How about I am on call #6 for the last 3 hours and you are complaining to me how you cannot hear me on the phone you sold me!!! With video...

Official Employee

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8 Messages

Hi! Sorry to hear about the issues over the phone. Will you please send us a private message with more information so we can assist?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

Visitor

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1 Message

9 d ago

This is the type of service this company provides.  Exactly why I won't change from Verizon to them.  My parents switched and I had a similar issue early on.  Now, I need a new SIM card to reactive my father's line, because my father dropped his phone in the lake and I have an older device he can use.  There is no way to contact a human.  And, I finally got someone in chat who could understand a simple request. This company is a hoax in my opinion.  I am sorry they have essentially stolen your money.   I hope you can get your issue resolved.  I spent 4 hours on the phone last time trying to get my parent's issue sorted out.  

davdri

Regular Contributor

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150 Messages

9 d ago

My advise is to buy at an Xfinity store OR if you choose to take the chance and order online, take your unopened box to an Xfinity store and let them open it and activate it for you. I realize this would be difficult for many people because of distance to a store, but desperate times call for desperate measures to save you headaches and from being robbed.

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