Complaint / review text:
On March 26,2013, I had issues with my email account. After trying to troubleshoot the problem myself, I gave up and called Comast. (Outlook kept giving me a pop-up message that the issue was with my ISP.) I called Comcast that day and asked about getting technical assistance and I was told that I’d need to call Xfinity Signature Support and talk to them. I called the number (877-480-1344) and spoke with a service representative. (I didn’t get her name.) I was told I could get support, but I’d have to sign up for a monthly plan for $14.95. I really didn’t want to do that, but she assured me I could call and cancel the service at any time and I’d be prorated the charges. I agreed and she put me through to Bill, who helped me with my issue. The issue was resolved and I later called and cancelled the service.
My bill came and I found two charges on it. One charge was for the prorated Help Desk fee and there was a second charge of $39.99. The $39.99 charge was for a “Help Desk Enrollment Fee”. This fee was never brought up during my initial call back in March. I felt it was unfair Xfinity Signature Support was assessing his charge, so I called to voice my complaint on May 23,2013. I was on the phone for a total of 40 minutes – a combination of being transferred around and being on hold – and was told by the service rep that they needed to escalate my issue to a supervisor and that I would get a call back in 24-48 hours. I never received a return call.
On May 30,2013, I called Xfinity Signature Support back. I told them about my issue and that nobody ever returned my phone call. The service rep I spoke to that day told me that the charge would be removed and I would not need to pay. I considered the case closed, until I got my next month’s Comcast bill. The $39.99 Help Desk Enrollment Fee was still on the bill.
On June 24,2013, I called Xfinity Signature Support. I told them I had been told the month before that the $39.99 charge had been removed from my account. The service rep I spoke to told me the charge was still there and that the issue needed to be escalated to a supervisor and I’d receive a call back within one-two hours. I received a call back one hour later from a supervisor, but I got disconnected during the call and had to call back. I asked to speak with a supervisor (after being put on hold for 15 minutes) and was informed that they could find no record in their system of my initial call back on March 26,2013 when I initially purchased the service. The rep told me that they would have to have a supervisor call me back in 24-48 hours. I never received a call back.
On July 3,2013, I called Xfinity Signature Support. I spoke to a service rep named Erin and she said, according to their records, that the $39.99 Help Desk Enrollment Fee had been removed from my account. (She said there was a note in red font on her computer saying this.) She transferred me to customer service so I could get confirmation from them that I would not be charged $39.99 on my next bill. This exchange with Erin took 30 minutes. She transferred my call and I was disconnected during the transfer. I called back and got transferred to Billing. I spoke to Mark, and he said there was no record in my account about the $39.99 being removed. I asked to speak to a supervisor and he told me to call Comcast directly and talk to them. I called 651-222-3333 and talked to Cy. He told me that the he couldn’t help me and that I needed to talk to Xfinity Signature Support.
On July 4,2013, I called Comcast. I explained everything that had transpired up to this point and expressed my displeasure over the run-around I’d received at Xfinity Signature Support. I was told Comcast couldn’t help, since this was an Xfinity Signature Support matter. I spoke to Giovanni, who told me to call Xfinity Signature Support. He transferred me there, but I just got caught in an endless automated loop – I think because they must have been closed for the July 4 holiday.
On July 10,2013, I called Xfinity Signature Support and got stuck in their automated phone loop again. I called Comast and spoke to someone in billing named Sai. Sai was a HUGE help. He told me he was so sorry I had gone through everything I had. He told me that I could pay my entire balance ($174.28), which would include the $39.99 Help Desk Enrollment Fee, and that he would then credit me the $39.99 on my next bill. I agreed and made the payment. He gave me a confirmation number and was the first helpful person I spoke to in almost three months.
I think Comcast and Xfinity Signature Support have ABYSMAL customer service. I figure I spent at least four hours of my time on the phone trying to get refunded for a fee I never agreed to pay and was never informed about when I signed up for the Help Desk service. It’s extremely frustrating because Comcast is the only cable provider in my area, so I’m stuck with them. I think that because they know this, they don’t feel the need to provide decent support or take care of customers. I give Comcast a “fail”.