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user_1479fd
1st Topic

3 Messages

Thursday, September 28th, 2023 1:06 AM

Closed

[Edited]

Hello Community, 

so this past month I have had a terrible saga with Xfinity customer service about their "recertification" stuff. First of all, multiple agents starting from early Sept, [Edited: "Inflammatory"] my telling me that I did not need to take any action as I was enrolled. Indeed, I am freshly enrolled, so I believed them (more than once), that the email they sent stating I need to "take action" was sent in error. I kept asking for assurances, I wanted to see that in writing. So they opened a case and gave me a number on Sept 12. Today, two weeks later, after hearing nothing from them, I went to the xfinity assistant chat again, and the agent suddenly asks me, "did you process your recertification?" [Edited: "Language"] I panicked and immediately asked for help with this AGAIN. So they email me instructions... instructions which seem to be out of date: https://www.xfinity.com/support/articles/acp-recertification  They are out of date, because there is no word "recertify" to click on on the getinternet.gov website (maybe there used to be). So I explained I am logged in, I see that I am qualified for ACP, what do I do. And the agent is like.. well maybe contact the government. I said "NO" and I pasted my confirmation message into the chat. So she relays this back to another party and finally, they agree to manually do the so-called "recertification". [Edited: "Inflammatory"]. 

Question

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Updated 

2 years ago

 • Edited

66

2

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EG

Expert

 • 

110.3K Messages

2 years ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityAdrienne

Official Employee

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1.3K Messages

2 years ago

Hey there, @user_1479fd! I am very sorry to hear about the experience with ensuring the ACP application/credit is fully resolved and on your account. We will certainly document the feedback regarding the recertification information not being available on the support articles as we always want to ensure that everything is fully updated. I am happy that we were able to manual process the recertification, and everything is good to go on your part. Please let us know if you have any further question/concerns, we are here for you anytime. 

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user_1479fd

3 Messages

@XfinityAdrienne​ Yes, I do. Last week, the online chat agent (who called himself a supervisor) promised I would get a call back from management last Thursday. Still no one has called me. Xfinity agents keep telling me lies. THE WORST CUSTOMER SERVICE EVER. I will not recommend Xfinity to anyone ever. No effort at all has been made to understand my concerns about how I have been mistreated. I had to leave a formal complaint with the Massachusetts Attorney General's Office. I 

2 years ago

0

XfinityAngie

Official Employee

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1.8K Messages

@user_1479fd, Thank you for reaching out to our Xfinity Support. Please send us a DM so that we can take a closer look and help. 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_1479fd

3 Messages

I could not find the name "XfinityAngie" in the drop-down list, so I just sent it to Xfinity customer service. 

2 years ago

0

XfinityMarcos

Official Employee

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2.3K Messages

@user_1479fd, thank you for giving my team a chance to help turn things around, and for taking the time to send a DM. You won't be able to send a message directly to a official Xfinity employee, however; sending a DM, when requested, to "Xfinity Support" is the proper process. I've responded to you privately and look forward to working with you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

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