Visitor
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2 Messages
Callback Not Received – Requesting Escalation"
I’m extremely disappointed with how this situation was handled.
I was promised a callback by the Xfinity voice team regarding an unauthorized mobile line we were misled into activating by phone in January 2025. I clearly stated we were only available after 5 PM EST and the representative confirmed that the request and details were documented.
However, no one called, and the support chat record from that conversation has mysteriously disappeared from my account history.
Additionally, the link sent for the internet service offer valid for up to 72 hours expired before we could proceed, due to lack of follow-up from Xfinity.
This is now a pattern of miscommunication, false promises, missing records, and stalling tactics. I’m requesting immediate escalation and resolution, or I will be moving forward with formal complaints to the FCC and BBB
XfinityJon
Official Employee
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316 Messages
15 hours ago
Hey user_3nx6lb. We are more than happy to assist. We just require some additional information for further review.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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