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user_zlk2yu
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Monday, August 3rd, 2026 8:02 PM

How to reach a supervisor?

I have been dealing with a billing issue for several months now. First I chatted with an agent through the chat who said the issue was resolved but the following month I saw on my bill that the issue was not corrected. I have spoken with several Xfinity agents (I have spoken with at least 8 different people over the past few months) who have said they have submitted an escalation ticket to have their supervisor call me and if I miss the call they would send me an email with the call back number. Every time I call, I go through the same process and no one has called me back. How can I get a hold of a supervisor to help me with my billing issue? This has been incredibly frustrating. 

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Updated 

7 days ago

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XfinityJeniece

Official Employee

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4.2K Messages

7 days ago

Hey there, @user_zlk2yu, thanks for reaching out through Xfinity Forums regarding your billing concerns. I understand how important it is to ensure you are being billed correctly. We would be happy to get to the bottom of this for you! 

 

Can you please send us a Direct Message with your full name and your full address?

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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