Visitor
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12 Messages
credit escalation closed
I had mentioned that I didnt feel the $7.98 credit was adequate for the outage for the long outage this past Monday 08/17/2026 ... the customer service representative I spoke with on the phone ... which was the 4th representative I spoke with that day cuz there were THREE outages that day ... and for some reason I didnt get the text messages until it came back on the first time but I never received any at all for the next two outages that day ... she said she was going to create a credit escalation which apparently she did cuz I received a text message about it ... but when I clicked on the link today it said it was closed without contacting me and without an explanation and I did not receive any additional credit ... this is completely unacceptable ... I have so many tv services and pay a boatload of money each month and the $7.98 seems too small for the amount of time and the number of outages that day ... someone please explain this cuz not only the outages took hours and hours to finally get fixed ... I spent an enormous amount of time on the phone with customer service representatives ... was supposed to be put on hold the first call but was transferred to a different department and none of the representatives ... with the exception of Latisha ... spoke clearly or fluent English which makes it even more frustrating and there is a huge need for training, more training and English classes if Xfinity is going to pay pennies to representatives they outsource to different countries
user_e87800
Visitor
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12 Messages
1 month ago
I forgot to add that Latisha (not sure of the spelling) was excellent ... she truly understands the concept of customer service ... she was exceptionally knowledgeable, friendly and respectful which I truly appreciate cuz customer service seems to be a lost art and most ... even in other industries ... act like you are bothering them and do the least amount possible and believe they should be receiving a pay check when they either need to be reprimanded or fired ... just like most of the Xfinity representatives
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XfinityDemitrius
Official Employee
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3K Messages
1 month ago
Hi @user_e87800, Thank you for visiting our official Xfinity Forums Community support page. We appreciate you sharing your concerns regarding the services and interruptions that have taken place. We do not credit for loss of time, work, or inconvenience. We would only be able to issue an adjustment for the cost of services for the specific interruption. While I wish we could offer more, we can only apply a credit for the cost of services. Are you still experiencing issues at this time or has everything been resolved locally?
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EG
Expert
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121.3K Messages
30 days ago
Concern moved here to the Billing help section.
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