Complaint Review: Comcast/Xfinity Mobile - Aurora Colorado

I had a problem with Comcast/Xfinity back in May where they sent me a message saying that I was over on my data for my son’s phone. He had been using .3 to .4 gigs a month since he got the phone. All of a sudden, they said that he had used 12 gigs in a week. He was in school as he is a minor and all of the kids have to turn their cell phones in to the teacher, who keeps them in a basket in the desk, until they leave school. I explained this to the Xfinity agent, and they said they would have tech support look into it and get back to me.   I got three more messages in May and called in both times and said that I had not heard back and if they could not fix whatever the issue was to put my son on unlimited. Once again, they said that the technical team would look into it and get back to me. When I got my June bill they charged me $77 for overages. I called them again and explained the situation yet again. The woman agent that I got looked and saw that they had not fix the issue or done anything to the account as I had instructed. She corrected it so that my son was on unlimited and apologize that they had never gotten back to me about the issue or fixed it. She put in another request for the bill to be adjusted and transferred me to the next level higher than hers. The person we got was rude. and would not listen to any explanation.   I told her that my son was in school during the time that he supposedly used 12 gigs in a week and asked her to look at the account history that showed he never had use anywhere near that much and that he was in school at the time and his phone confiscated by the teacher. She just said that is what you owe and you have to pay. I paid my current bill but did not pay the one for May. They cut my phones off in July and I called in yet again. The person that I talk to you on the phone was very nice and said that he would extend the payment and turn the phones back on immediately. He also said that he did see that my son had only used a small portion of his gigabytes each month, and that the 12 gigs in a week was definitely suspicious and appeared to be a glitch in their system. He then informed me that he would escalate this case for review with technicians and apologized. Once again they had not fix the issue nor reached out to me at all. Today is 27 July, and my new bill has generated which showed that the amount was not credited as was promised, nor did anyone reach out to me concerning the data problem.   I called in, and the woman just said that’s what we owe, and that she saw no record of any calls in May, which was a lie.  I am sure they’re going to cut me off yet again instead of admitting that they had a glitch in their system and that since my son was in school during the time which they claim he used up 12 gigs in a week when he never used that much in a month especially when he's in school all day.   One agent agreed with me that they owe me a credit because that high if data use was impossible under the circumstances. When this was brought up during our conversation today, they said they didn't see any record of it on their end which is a lie.  Unfortunately, I didn't realize this company was known for fraud, dishonesty, and other Heynis schemes towards their customers, or I would have never signed up with them.   Their service for both Internet, and mobile is horrendous, but some of the alternatives, especially where you have snow, and hail is, is worse. I will definitely be finding a new carrier ASAP.