Hi there, @user_6w8y7d ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to go over your billing statement with you. 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.-Richard
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.
need an actual manager or account executive to contact me directly. This situation is completely out of control.
I called the retention department and I am currently on the phone with Andrew, who advised he is in the loyalty department. While he stated he can waive fees and apply credits, he instead created another escalation ticket, which does not resolve the ongoing issue.
This problem began during an active support session and has continued to escalate despite me following all troubleshooting protocols provided. My service reliability is directly impacting my ability to work from home, my income, and my mental health.
At this point, I am requesting a direct callback from a manager or account executive with authority to resolve this properly. I do not want additional tickets created. I need ownership, resolution, and confirmation that this is being handled at a higher level.
Please have someone contact me as soon as possible.
What is the best way to escalate an issue past customer service representatives? Cost and obligations of Xfinity mobile were poorly explained and through no error of the homeowner, billing has not adhered to what was promised and attempt to cancel have resulted in a higher bill. Xfinity is citing 14 day return rule for device but the billing error did not appear within 14 days. They won't make exceptions even though it was Xfinity's error, not homeowner's. They would not escalate customer service to a higher manager.
XfinityRichard
Official Employee
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2.8K Messages
11 hours ago
Hi there, @user_6w8y7d ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to go over your billing statement with you. 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.-Richard
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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Marco2191
9 Messages
11 hours ago
Still on call. Have gone through all channels this is not fair
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user_0hxqkc
Visitor
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2 Messages
11 hours ago
What is the best way to escalate an issue past customer service representatives? Cost and obligations of Xfinity mobile were poorly explained and through no error of the homeowner, billing has not adhered to what was promised and attempt to cancel have resulted in a higher bill. Xfinity is citing 14 day return rule for device but the billing error did not appear within 14 days. They won't make exceptions even though it was Xfinity's error, not homeowner's. They would not escalate customer service to a higher manager.
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