Loyalty Supervisor hung up on 16-year Diamond Member - Cancellation Pending

I am a 16-year Diamond Member with 5 services (Home Internet, Popular TV, Home Security, and 3 Mobile lines).

I am writing to file a formal complaint. Yesterday, I spoke with a Loyalty Supervisor regarding my bill, which has reached $274.87 for my home services alone. During our professional discussion, the Loyalty Supervisor hung up on me before I was finished speaking.

I have already scheduled a full cancellation for next Friday. I am giving Xfinity one final opportunity to have an Executive Case Manager review my account. I am looking for the "All-In" loyalty rates for 2026 (targeting $115-$130 for TV/Internet) to match what is offered to new customers.

If this cannot be resolved by Wednesday, I will be porting my 3 mobile lines to a competitor and completing my equipment return on Friday. I look forward to a response from the corporate team.

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XfinityAbby

Official Employee

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756 Messages

2 months ago

Hello @Jsej, Thank you for reaching out on our community forum and also sending us a direct message. I would be glad to assist you with this in our direct message thread.

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user_71kwmg

Visitor

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1 Message

2 months ago

I have been on the phone or online with Xfinity for at least 4 hours in the past 2 weeks. I was hoping to reduce my monthly rates, without stripping away every channel we like to watch. Somehow I ended up losing many of the channels we like.

I also have a TV box with continual errors as diagnosed by Xfinity, but it seems impossible to get a new box mailed to me so I can hook it up and send the bad one back.

When I can finally get a live person on the line, it seems they have trouble speaking and understanding what I am asking. What happened to the great customer support you HAD?

I have been with you since 1995 but am about ready to pull the plug.

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XfinityThomasA

Official Employee

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3.4K Messages

user_71kwmg- Thank you so much for sharing your feedback and for being a loyal Xfinity customer over the years we truly appreciate you. We understand how important it is to be able to enjoy the shows you love without added frustration and at the best possible value. Please know that we’re here to support you every step of the way. We can help troubleshoot any issues you’re experiencing and, if needed, even arrange to have replacement equipment shipped directly to you to make things easier. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. 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 "New message" (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

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2 months ago

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Jsej

Loyalty Supervisor hung up on 16-year Diamond Member - Cancellation Pending

XfinityAbby

user_71kwmg

XfinityThomasA

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