Fighting the Giant: My Journey to Hold XFINITY Accountable Over an iPad Dispute

Fighting the Giant: My Journey to Hold XFINITY Accountable Over an iPad Dispute

As a business owner and consumer advocate, I, Kellen Coleman, recently found myself in a David-versus-Goliath battle with XFINITY, a billion-dollar company. The issue? An iPad I was essentially forced to accept under the threat of a cable price increase—an iPad I clearly stated, on a recorded line, that I had no intention of activating with another mobile line. This blog post is about the steps I’ve taken to stand up for principle, transparency, and fair customer treatment—and how you can do the same if you find yourself in a similar situation.

 
The Setup
It all started when an XFINITY representative pressured me to take an iPad to avoid my cable bill increasing. I reluctantly agreed but was crystal clear: I would not activate another mobile line because I have a free app for my mobile needs (a tool you can learn more about by booking a session with me). Despite my clear refusal, after a month of receiving the iPad, I discovered a surprise charge on my credit card—an activation fee for the very line I never agreed to open.

Here’s where it gets complicated. XFINITY’s cable and mobile departments operate like the local sheriff’s office and the FBI—both are part of the same system, but their communication is dysfunctional at best. When I didn’t answer their repeated calls to "activate" the device, they apparently took it upon themselves to do so anyway, billing my credit card without consent.

 
The Customer Service Runaround
I reached out to XFINITY customer service, speaking to agents and supervisors based overseas, most of whom were unhelpful and, in some cases, downright disrespectful. One supervisor even falsely claimed that I personally went into an XFINITY store to activate the line—a blatant lie, as I hadn’t set foot in an XFINITY store in years.

This experience reinforced the importance of recording calls (as I often do in my line of work) and taking meticulous notes. Armed with evidence and a willingness to challenge unethical practices, I decided to escalate.

 
The Steps to Fight Back
If you find yourself in a similar situation, here’s my guide to getting results:

Step 1: Dispute, Dispute, Dispute
Immediately dispute the unauthorized charge with your credit card provider. I’ve found AMEX and Chase Sapphire to be the best allies in these situations, as they take customer disputes seriously. JetBlue cards? Not so much these days.

A dispute forces the company to justify the charge, bringing your case to the attention of someone with decision-making power in the U.S. This step alone can be a game-changer in escalating your issue.

 
Step 2: Demand a Supervisor
When you finally get through to XFINITY, don’t waste time with agents who lack authority. Demand a supervisor. Be polite but firm, and ask them to review the recorded call. In my case, I requested they confirm whether I explicitly agreed to activate another line and whether the representative followed XFINITY policies—or used deceptive sales tactics.

 
Step 3: Invoke the Courtroom Test
If all else fails, calmly ask if XFINITY is willing to stand by their representative’s actions in court. This simple question shifts the dynamic, as it forces the company to consider the legal and reputational implications of their actions. Most supervisors will reevaluate the situation when faced with this level of accountability.

 
Step 4: Share Your Complaint Online
Add your complaint to public forums like XFINITY's Customer Service Forum at:
https://forums.xfinity.com/conversations/customer-service/xfinity-chat-free-ipad-edited/66fac967508eb700bea153cc?commentId=67589d969f0f10138a51dfcd

When you visit this link, you will see hundreds of complaints about the same deceptive sales tactics and billing issues. I believe they even deleted my own complaint because I can no longer link it directly, but the recurring frustrations shared by other customers highlight a consistent pattern of unethical practices.

Sharing your story on forums like this not only raises awareness but also increases pressure on XFINITY to address these widespread issues. Public forums amplify your voice, connect you with others facing similar situations, and create a stronger collective push for accountability.

Why This Fight Matters
For me, this isn’t just about an iPad or a single charge—it’s about principle. As someone who admires legal titans like Willie E. Gary, I believe that corporations should be held accountable for unethical practices, no matter how small the issue may seem. If I don’t stand up for myself, how can I advocate for others?

 
Take Control of Your Consumer Rights
This experience has reminded me of the importance of persistence and preparation. XFINITY might be a billion-dollar company, but that doesn’t mean they’re above accountability. With the right approach, you can stand your ground and achieve results, even when the odds seem stacked against you.

Conclusion
I was able to resolve this issue by getting a free iPad and having over $500 returned to my account, effectively canceling out the cost XFINITY was trying to charge me. Here’s the thing: canceling your mobile account alone isn’t enough because they’ll then hit you with a $500 charge for a Gen 10 iPad you can easily find for $299 elsewhere.

Don’t stop there make sure you also address the cable side of the house. If you’re like me, your cable bill will rise unless you get a supervisor on the phone (preferably someone in the U.S.), show them you won the mobile side dispute, and push them to honor the agreement to keep your bill under $100. In my case, I convinced both excellent female supervisors in each department to agree with me and issue additional credits to my account.

This might seem petty, but when you live in an unincorporated area where you can shoot on your property, grow your vegetables and fruits, and rely on your own well for water, every dollar counts. Can you hear Tracy G from Sway in the Morning giving her signature OWWW? That’s the energy you need to fight for what’s right!

Stay vigilant, stay persistent, and don’t let the corporate giants bully you. 

If you’re facing a similar situation or want to learn more about protecting your rights as a consumer, or just don't have the time or team to fight, book a session with me or one of my professional consultants today.

Let’s turn your frustration into action and ensure your goals—both personal and professional—are met. Book your time now www.cprfirm.com www.cprfirm.as.me Call me 925 367-5478