Incompetent Support

@XfinityAirelle​ I need a way to elevate to a higher level of support where they don't simply read from a script. I'm getting absolutely nowhere with my current issue. Also, your Websites are a convoluted mess! Note that I'm an IT professional.

Wow! It seems like you have had quite the time getting this sorted out. We are sorry and we are here to help! Since this is billing related, can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

@XfinityAirelle​ I agree… just sat on the phone for over an hour texting with three different people and I got no answers. My bill has been messed up for months… Comcast not cashing my checks… trying to switch me to paperless etc. 

@XfinityAirelle​ 

I received a notice that my bill hadn't been paid. I sent a check on 11/1/2022 but I see for some reason the bank hasn't received it. All other checks I wrote that day have cleared! So I tried getting in touch with billing to straighten this out. There's just no easy way to speak to an agent (there used to be). Instead I got texts sending me to a site where I requested a callback. When I finally got a call it asked me to press "1" to speak to an agent. No matter how many times I pressed it it says the response wasn't valid! Finally after about 4 or 5 of these I actually got to speak with an agent, but could hardly make out what they were saying because there were a whole bunch of conversations going on in the background! Also I had requested getting the callback on my landline (xxx-xxx-xxxx) but kept getting it on my cell# (xxx-xxx-xxxx). Comcast services are terrific but communication with support is a TOTAL UNACCEPTABLE MESS! With all other companies I can easily get through to an agent. When I first signed up with Comcast a few years ago speaking to an agent was not that difficult. Now it's clear Comcast doesn't want to let that happen. Meanwhile I have no idea what happened to the check I sent. The agent I finally spoke to suggested calling back again after Thanksgiving!

Note that I've had a bunch of back-and-forth conversations with the staff from "Tom" (whoever that is), and they keep ignoring the specific questions and reply with boiler-plate script and. They also contradict what I was told by the agent I spoke to.

I'll get the payment issue resolved but my bigger complaint is the horrible process of contacting support by phone (see above). Also many parts of your Websites are a convoluted mess -- including this forum!

@brxfin1​ 

We have another customer that has been having problems with his checks not posting to his account in a timely manner and he's getting late fees with it.  When you send in your check, are you writing your account number on it and you're including the payment coupon?  Have you checked your account online as well as your bank account online?

Yes, I always have the account number. I'm an IT Professional and have an automated check writing system that puts all the correct information on the checks. I've been checking the bank account every day and check still not cashed, and as I noted all the other checks I sent to other services on the same day (11/1/2022) were cashed promptly. I've been emailing to the Tom Karinshak team and getting nowhere. They ignore the specific detailed questions I have and simply offer with boilerplate responses. It's also frustrating not being able to easily speak directly to someone who's at a higher level of support.

Right now I just want to be assured I won't be charged with a late fee if I try sending another check. I also want to put a stop on the check I did send but the bank will charge me $30 to do that. I feel Comcast should reimburse me for that.

I'm also seriously considering switching my substantial accounts including large array of channels, landline, mobile, etc. to a more reliable carrier. It's a shame since I have little complaint re. your products itself. The problem is poor support and especially difficult to actually speak directly with a knowledgeable support person. I used to have Verizon and never had to go through anything like this!

@brxfin1, I can definitley review your account to confirm if we have received your payment and to address the credit for the $30 and any other account concerns you have. Does this happen every month with your check payments? When you mail your checks do you have a delivery confirmation set up to see the date we receive your check to compare with the time it takes for the funds to be applied to your account? Checks can take a few days depending on the mail anywhere from 3-10 business days plus processing time which can take an additional 1-3 days. Outside of mailing checks you can pay in person at any Xfinity store or authorized payment center. Those payments are uploaded the same day! You can also use our famous website or Xfinity App which is free to download, and you can make your payments online which tend to process faster as well. 

Thanks for all these clarifying details. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)

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

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

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

-Press Enter to send it

So I just tried that and typed in message: "Hello", but nothing happened!

Also, this is another problem with Xfinity Website: when I click the "Edirect Message" icon it takes me there on the same tab I'm in here so that the instructions above disappear! Most sites with this kind of feature open it either in another tab or a small overlay message box so the instructions still appear in the background!

I appreciate your response but the whole support setup is cumbersome. With other providers I can easily speak directly with a support rep and if it turns out to be complex can get it upgraded to advanced support. I've been wasting much of my time trying to get this simple problem resolved.

So XfinityJoshuaE seems to have left???

This just keeps getting worse and worse!

I need to speak on the phone directly with high-level support rep!!!

BTW: I did start the chat as requested by starting a new tab first. That was more than a half hour ago, but still no response there!

As sassyshe said below "service is beyond reprehensible"!