New Member
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1 Message
Cannot get my service disconnected, will not connect me to someone to complain about absolutely terrible service
I turned in my business modem/router to an Xfinity Service Center on 2/10/23. They gave me a small register receipt at that time. They told me I could not cancel Business service at an Xfinity center, I needed to call 1-800-391-3000 to do that. I did that on 2/10/23 at 4:33pm (per cell phone records.) I spoke to someone for 10 minutes and he assured me we were all set. I did not get a case number, did not think I needed it. Time passed, I thought we were all set. I misplaced my equipment receipt.
I got an email about my bill being past due on March 26th. On April 10 I called the service center and explained the saga thus far. I was told that they had not received a mythical disconnect form from me, thus I was still being billed. I said, "what disconnect form? I was never told about this form on my 2/10/23 call." Your rep told me there was no record in her database of any call on 2/10/23. Strongly hinting that the fault is somehow mine. I can prove, via cell phone records, I did indeed talk to your service center on 2/10/23.
She told me she would send me this form via email, but that it could take up to a week. I questioned why it would take a week to send an email, but she said it just does.
Time went by, I never received an email. I got another past due notice. I called in again on 2/26/23, went through the whole history and again was told that of course my service is not disconnected, I have not filled out a disconnect form. Again I protested that I HAVE NEVER BEEN SUPPLIED A DISCONNECT FORM. I was further told that since I could not prove I turned in my equipment, the service would continue to be active until I filled out the disconnect form. I asked why would I keep a 10+ year old modem that only worked on your network? As far as proof, could you not look at the network logs and see that the MAC address of that modem has not received on packet of data since 2/10/23. She told me it doesn't work that way, the FORM was how they tracked end dates.
To this day I have never seen this form, but I do get daily calls asking me to pay my overdue bill.
I asked to speak to a supervisor, or someone with authority to review my case. I was told it was already reviewed and any alternate resolution other than what I was being told has been denied my "them." I asked to speak to "them" and was told that was not possible, their decision was final.
My wife and I have been a Comcast residential subscriber for over 30 years, we had business service since at least 2012. Always paid my bill, never complained or threatened to leave even though the cost 3x in that time and you did not improve the service one bit. I am beyond angry that I am being treated like either a liar or an idiot.
This episode continues to take time away from me running my business and has me questioning why I would want to continue to associate with Comcast.
Honestly I am to the point of I don't want to talk to business support any longer. If I can't get resolution to this through this forum, since there is no complaint line for the terrible service offered by your support number then my next step is the BBB and the State Attorney General's office. Because I am beginning to feel that this is just a ruse to try and extort more money out of me.
Looking forward to someone contacting me.
CC_ChelseaH
Contributor
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28 Messages
3 years ago
Good Morning @user_c817bc , and thank you for taking the time to bring this to our attention!
We certainly hate to see you go, but do understand that there may come a time where it becomes necessary.
With that said, regardless of the situation and whether you're a past, present, or future part of the family, we are here to help and get things on track and headed in the right direction for you!
Please feel free to follow the steps outlined below, so that we can assist!
Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Comcast Business" in the "To:" line and select "Comcast Business" from the drop-down list which appears. The "Comcast Business" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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user_dd6145
New Contributor
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2 Messages
9 days ago
I feel your pain. I'm trying to disconnect my comcast business service as well, and I have a docusign disconnect request form signed and dated. Today, instead of receiving a final bill, I got a regular monthly bill and my on-line account contains no mention of disconnecting service. When I looked at the docusign documents, I noticed that, unlike contractual documents from docusign, Comcast want's this one to be sent to Comcast business services in Centennial, CO. This is unlike anyone I have ever dealt with who used docusign. Comcast just uses it as convenient way to pre-fill out a document and apparently this is not a contractual document. Further, the fax number on the form is not an assigned Comcast number (I called it and that is the message I received), so I can't fax it to them. I am filing a complaint with the state attorney general's office for deceptive business practices.
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