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user_z1dlw6
1st Topic

1 Message

Wednesday, January 15th, 2025 5:31 AM

How do I contact corporate headquarters to get a longstanding complaint resolved?

For 18 months, I have been charged for equipment that I do not possess. After hours on the phone with a minimum of 8 customer service representatives and supervisors, and engagements through chat and X, resulting in promises of refunds now totaling $200 and a stop to the faulty charges monthly, there has been no resolution of my clear and legitimate complaint.

Please provide the direct email of whatever Vice President is in charge of Xfinity/Comcast customer service.

Question

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Updated 

13 days ago

328

3

0

XfinityBillie

Official Employee

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3.5K Messages

6 months ago

@user_z1dlw6 Thank you for taking the time to reach out to us here on our Xfinity Forums. I don't have an direct email we can provide, however our team is a corporate team, and specializes in resolving concerns such as yours. We would absolutely love the opportunity to help you resolve your concern and turn this experience around! Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window   
Press Enter to send it

2

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user_bjufy9

Visitor

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1 Message

I am signed into the account and I cannot find where to send a direct communication to an Xfinity employee, other than the "ask Xfinity assistant," which is exactly what I am writing to lodge a complaint about. After 30 minutes, they could not answer directly what my ETF would be and how to return equipment, basic questions; I said I was done waiting for them as they were providing unhelpful information, after which I suspect they shut off my internet connection in retaliation so that it would have to restart and disrupt my service. This is unacceptable behavior--and there should be a recourse mechanism at Xfinity, but there does not appear to be, aside from escalating to the Consumer Financial Protection Bureau.

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13 days ago

0

XfinityAmira

Official Employee

 • 

4.2K Messages

Hi user_bjufy9! Thanks for taking the time to reach out on our Xfinity Forum. We appreciate you sharing this information with us, and I am truly sorry for any inconvenience or frustration this caused you. My team would love to further look into this for you and assist you with any service needs. To take a better look at your account, please send us a Direct Message. Here are the detailed steps to direct message us: 
 • 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

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13 days ago

0

user_985wjv

1 Message

4 months ago

I changed my payment source on my mobile and it was suspended because auto pay was not turned on and I cannot get it to turn on and I have worked for 2 days to get my phone turned on and no one will help me I am wanting my account flagged as I want an investigation done on how this was handled and resolved because as of now it is not resolved I have not had my phone service and I am ready to go to a different company for both my services

1

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XfinityAirelle

Official Employee

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2.7K Messages

 

user_985wjv Hi there! It sounds like when you updated your payment method, Auto Pay didn’t carry over, which unfortunately can trigger a suspension if the system doesn’t recognize a payment method on file for Auto Pay in time. That said—this should’ve been way smoother, and you shouldn’t have to fight so hard just to get support and clarity. 
 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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

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4 months ago

0

user_tuak8y

Visitor

 • 

1 Message

13 days ago

Spent days trying to get my account fixed.  The balance has grown by $600 in 24 hours and disconnection. Spent 2 full days on the phone and chat trying to resolve told they needed extra time to investigate so they just disconnected me even though they admitted it was an issue on there end.  Every agent I spoke to or was on chat did a different things and now the account is so messed up there is no coming back from it and I have no service.

1

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XfinityKei

Official Employee

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1.7K Messages

@user_tuak8y Thanks for bringing your concerns to our attention. I’m sorry to hear of your ongoing bill concerns. Our team is here to help! Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• 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

Like

Reply

13 days ago

0

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