Visitor
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3 Messages
Charged for Devices
My debit card was charged for the remaining balance on my devices when my service terminated. However, I was not advised of the remaining balance, or given the opportunity to remit payment from a suitable source. I've been told several times over the last 16 days that a refund is coming to me, as this was a mistake. I've spoken to two "supervisors" and am now told that they likely weren't supervisors.
there is a dedicated team that is investigating situations like mine, as they know that agents lie to customers to get them off the phone - so calls are automatically transcribed to accounts, preventing agents from creating false notes after calls. She promised my refund by 12/14, and to call me back "to make things right" beyond that, because what happened "isn't right". What the heck!? Who do I talk to about this, because apparently agents can lie, falsify documentation, and impersonate management!?
Agent (11/30/2023, 12:54:57 PM): "I apologize for the inconvenience. Please allow me
few minutes to check this for you. "
Agent (11/30/2023, 01:00:04 PM): "S, please be rest assured. As I have checked I
can see that your account has been charged and I would like to inform you that
currently, the concern team who will issue the refund is not available. So I would
like to request you to kindly check back with us again after 1-2 hours. "
S (11/30/2023, 01:00:30 PM): "No. Someone has to take care of this right now."
Agent (11/30/2023, 01:00:54 PM): "S, Please be rest assured. Your amount will be
refunded to your account, once the concern team is available. It will be refunded to
your account. "
Agent (11/30/2023, 01:01:20 PM): "I can completely understand you. I assured you
that it will be refunded to your account. "
S (11/30/2023, 01:02:52 PM): "How do I know that?"
Agent (11/30/2023, 01:03:17 PM): "S, I wish I could help you refund your money.
However, I do not have access to it. So I would like to request you to kindly check
back with us again after 1-2 hours. I'll save it on your notes so that the next
agent whom you chat will be able to see it and help you with it. "
S (11/30/2023, 01:03:36 PM): "So you've already requested the refund?"
Agent (11/30/2023, 01:03:40 PM): "I'll save all the notes on your account."
S (11/30/2023, 01:03:45 PM): "What time do they get in? "
Agent (11/30/2023, 01:04:19 PM): "Yes, I'll mention it in the notes. The concern
team will be here in the next 1-2 hours. "
S (11/30/2023, 01:04:31 PM): "They don't have a set time to work?"
S (11/30/2023, 01:05:43 PM): "So at #:## or ##:##, they'll be in and will refund
my money then?"
Agent (11/30/2023, 01:06:22 PM): "Ys, you are absolutely correct. Please be rest
assured. I'll mentioned everything on the notes on your account. "
Xfinity Assistant (11/30/2023, 01:06:45 PM): "Thank you for contacting us."
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XfinityBrianH
Official Employee
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1.5K Messages
2 years ago
@Herringfam5 Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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XfinityBrianH
Official Employee
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1.5K Messages
2 years ago
Thank you so much, I need to send you a 6 digit security code. Would you prefer to receive that code by email or text?
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Herringfam5
Visitor
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3 Messages
2 years ago
I don't know what I expected here. It's frustrating and scary, and I'm just connecting with yet another agent like I've chatted with and spoken to before.
The "supervisior" ai spoke with on Monday went as far as to tell me that there's a dedicated team that investigates calls and plays the recordings so that they can honor what agents promise. She said that they are aware that agents lie to get customers off the phone, so transcripts are now automatically stored to accounts, and agents can't type up their own notes anymore.... That they have to follow through on what is said, so I would be getting my refund today (this is the second "supervisor" to say this). She even said that she was working on a resolution beyond a refund to ensure that my family could have a "good Christmas", because what happened was not okay, and I would be compensated (I did not ask for this). I felt like she genuinely cared. Now I'm told that there is no record of our conversation, that she probably wasn't even a supervisor, and that she definitely lied about my refund for sure coming yesterday because it wasn't even approved.
How can customers trust Xfinity with their sensitive/financial information, when this type or stuff goes on, on recorded lines!?
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