The Xfinity Care Program, also known as the Affordable Connectivity Program (ACP), aims to make internet service more accessible. However, one customer’s experience highlights the challenges and frustrations encountered while trying to enroll in the program and a related phone promotion. This account details a protracted struggle with Xfinity, spanning several months, filled with misinformation, billing errors, and ultimately, a debt sent to collections.
A Promised Discount Turns into a Debt Collection Nightmare
In August 2023, the customer contacted Xfinity to enroll in the Xfinity Care program. During the enrollment process, an Xfinity agent offered a promotional deal on a Google Pixel 7 phone, assuring the customer that the remaining ACP funds would cover the cost after a $42 activation fee. The agent confirmed the ACP enrollment and stated that the monthly phone payments of $15.99 would be covered by the program. The customer, initially hesitant, agreed to the deal based on these assurances.
However, a month later, the customer received a bill from Xfinity for the phone. It turned out that the ACP enrollment had not been processed correctly. This marked the beginning of a three-month ordeal involving countless phone calls, hours on hold, and repeated assurances from Xfinity representatives that the issue would be resolved. Despite multiple attempts to verify and correct the enrollment information, including correcting a middle name discrepancy, the problem persisted.
Cancellation Attempts and Mounting Frustration
The customer repeatedly requested to cancel the phone service, unwilling to pay for a service that was supposed to be covered by the Xfinity Care program. Representatives advised against cancellation, stating that the program enrollment would eventually go through. Meanwhile, the bills continued to accumulate.
By November, the outstanding balance had reached over $500. Despite assurances from a billing representative named Martin that the charge would be removed, the bill remained. The customer was eventually advised to visit an Xfinity store in person to resolve the issue.
A Glimmer of Hope Quickly Extinguished
On Christmas Eve, the customer visited the store. The store representative removed the middle name from the account and instructed the customer to reapply for the Xfinity Care program online. Following these instructions, the customer received confirmation of enrollment the next day. Relief was short-lived, however.
In late January 2024, the customer received a notice from a collections agency for the $500 phone bill. This occurred despite the eventual ACP enrollment and repeated attempts to cancel the phone service. Further calls to Xfinity resulted in being told that the customer was responsible for the bill due to the signed contract and subsequent cancellation. The customer was informed that the initial promotional offer was no longer valid.
Seeking Resolution and Accountability
This customer’s experience raises serious questions about Xfinity’s enrollment process for the Xfinity Care program and its handling of related promotions. The lack of communication, inaccurate information, and ultimate failure to resolve the issue resulted in significant financial and emotional distress for the customer. The customer is now seeking advice and resolution to this ongoing problem, hoping to avoid further damage to their credit and financial well-being.
