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user_y1zlph
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Visitor

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1 Message

Monday, June 29th, 2026 6:11 PM

Manager about a complaint

Your automated AI answering service will not let me get through. No matter what button I press it doesn't understand and it doesn't send me through and I keep calling and calling and calling and I can't deal with it as a disabled person after 5 years with you and being used to automatically getting through to the disability department. I can't deal with this. My number is [Edited: "Personal Information"]. Get rid of your stupid AI or get back to the old one that automatically put me through to the customers with disability department or something but this new newer version is not working and has not been working for many many many weeks

Question

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Updated 

5 hours ago

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XfinityAldrik

Official Employee

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2.7K Messages

1 month ago

Thanks for reaching out to us on our community forums @user_y1zlph! I’m really sorry to hear about this experience. I can absolutely understand how frustrating and overwhelming it would be to repeatedly call for assistance and be unable to reach the department you need, especially when you've previously been able to reach our accessibility team without these issues.

 

We have an official site for our accessibility team including their contact information here:
https://www.xfinity.com/accessibility#:~:text=Accessibility%20Support%20Center

 

Our team would love to assist as well! If you’d like to continue working with us, could you please tell us more about the original reason for reaching out?

(edited)

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user_o7x32k

Visitor

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2 Messages

5 hours ago

Subject: Urgent Corporate Escalation: $600 Charge / Failure to Accommodate Disability for Device Return
I am writing to formally dispute a $600 automated charge drafted from my bank account. I am a customer with a physical disability, which impacts my mobility and requires me to rely on others for transportation. Due to these medical limitations, I was unable to safely mail or transport my old upgrade device before the strict promotional deadline.
When I secured transportation to an Xfinity retail store, employees refused to accept the device despite it being in perfect condition and in its original box. I called customer service to explain my disability and request an accommodation, but I was promised a callback that never happened. Instead, Xfinity aggressively drafted $600 from my account.
Under federal accessibility guidelines, I am requesting a reasonable accommodation to resolve this. I ask that Xfinity provide a prepaid return label with a carrier home-pickup option, or authorize my local store to accept the device. Upon receipt of the phone, I require a full refund of the $600 charge to my bank account. 

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