Visitor
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22 Messages
Promised a call back or e-mail about an Escalation Never Happened
I have been trying to reach someone in Retention for over a week. I have been on multiple chats and called customer service. I was told that a ticket was created to honor my expired discounts and escalated. I never heard back, and when I called customer service, they stated they don't have any record of this. If someone does not contact me and provide me with a decent offer, I will be canceling the service.
XfinityJamesC
Official Employee
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1.8K Messages
1 month ago
Greetings, @user_7584d1 I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting in touch with someone regarding your escalation ticket, but you have definitely come to the right place for assistance.
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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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