Visitor
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1 Message
Incompetent, unprofessional personnel and poor infrastructure
To Xfinity Management,
I am writing to formally lodge a complaint regarding a sudden 3x increase to my bill without any prior notification, alongside a severe failure in your customer support process.
Today, I contacted customer service to activate my new NOW service. The account executives I spoke with lacked the training to complete this request. Instead of resolving the issue, agents repeatedly transferred me to multiple departments. When I requested a supervisor to resolve the loop, I was placed back into the general queue for account executives.
Technology and automation should improve the customer experience, yet Xfinity’s support quality has dramatically declined. I am currently left with an unresolved service activation, an inflated bill, and hours of wasted time.
If this matter is not resolved within the hour, I will cancel my services and switch to a local competitor.
EG
Expert
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118.3K Messages
5 hours 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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XfinityRichard
Official Employee
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3.3K Messages
5 hours ago
Good Morning, @user_smjsyr Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the experience you had. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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