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Resolution of "escalated" ticket
I have spent several hours one two separate dates trying to get a billing issue resolved through the online chat. The last agent I chatted with on 2/23/2025 represented that he had created an "escalated" ticket to deal with a "false promotion" promised to me by a different agent on the previous chat date. The agent who purportedly created the ticket said I would receive an email in 2-3 business days when the issue was resolved and the ticket was closed. The "confirmation number" provided to me was [Edited: "Personal Information"]. To date (more than two weeks later) I have received no confirmation or other communications from the company regarding this issue or the ticket. I have screen shots of the entire conversation. Please advise any possible routes to have this resolved correctly and quickly.
XfinitySara
Official Employee
•
1.6K Messages
1 month ago
Hello, @user_b2zd73! Thank you for bringing your escalation concern to the Xfinity Community Forum. You've come to a great place for help! Our team is awesome to work with because we have access to various ticket types and can even help facilitate communication with other teams as necessary. We've removed your ticket number for privacy purposes, but took a note of it on our end. And I'd be happy to see what else I can find out for you today! Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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