Loyalty Discounts Expiring

I have loyalty discounts set to expire and i cannot get a hold of an actual person to discuss extending them. I called your alleged customer service number at 1-800-934-6489 - the bot said please hold and nothing happened after that - i have been on hold for over a half hour- no wait music - no prompt asking why i am calling - no estimated wait time nothing

then i tried to use the xfinity assistant and the only response i got was "got it" and it has been "thinking" ever since

this is a pathetic display of customer service - if i do not speak to someone and get my loyalty discounts extended i will be cancelling my service and going elsewhere - it is embarrassing that i have to consider making an appointment to go to an xfinity store just to be able to speak to someone about this

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XfinityBillie

Official Employee

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4.3K Messages

1 month ago

steven.r1 Thank you for taking the time to reach out to us here on our Xfinity Forums. I'm sorry to hear that you are having a difficult time reaching an agent, not to worry though, our team can help you to see what promotions are available for your account! Since we do need to collect your account information, please send our team a direct message with your full name and address.
To do so, click on the chat icon located at the top right of this forum's page.
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 "Start new conversation" (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

(edited)

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user_y6cjjd

Visitor

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1 Message

1 month ago

I have the same problem. Next month, starting July 14 , 2006 my bill will be increased by $60. I'm trying to reach a live agent to talk to someone who can either help me to get my loyalty discount extended or to modify my plan. Unfortunately, I'm only able to reach bot - not helpful.

what do I need to do to speak to a live agent to talk about this

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XfinityChelseaB

Official Employee

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2.4K Messages

Hello @user_y6cjjd, Thanks so much for taking a moment out of your day to leave a comment on our community forum and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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steven.r1

Loyalty Discounts Expiring

XfinityBillie

user_y6cjjd

XfinityChelseaB

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