Visitor
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1 Message
How do I contact retention services
I had an escalation support ticket created 11 days ago and have not received any updates. After waiting on hold for 1 hour each for 2 separate calls today (the first call was disconnected as the customer service rep was transferring me) to get an update, as the support ticket link does not show that open ticket, I still do not have any updates. The supervisor I finally connected with today was unable to provide any additional insight and indicated that the "back office" cannot provide resolutions beyond what a basic customer service rep would provide. Every time I call customer support, I'm starting back at square 1, even with a support ticket number to reference. It has been an unfortunate and frustrating customer service experience that has otherwise been a good experience over the last 10+ years. Is there a customer retention email that is actively monitored that I'm able to reach out to for an expedited resolution? This unresolved issued is now going on for a month of customer service calls.
XfinityLinda
Official Employee
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2.3K Messages
18 hours ago
Thank you for meeting us here in our community about your experience, @user_nbx354. We'd be more than happy to turn this experience around for you, and see how we may assist. In order to assist, we'll need your full name, service address, and any ticket numbers sent over by Direct Message. We look forward to hearing from you.
To start a Direct Message: 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
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