Supervisor Escalation Not Resulting In Resolve

I have been messaging and calling since 2/18. I have had disputed charges on mya count where I have been told I have a credit. The credit is not applying to my account. I have been told by multiple supervisors and escalation points that I will get a refund into my bank account. I have called every week since February and have been on hold for an hour only to be pushed off 2-3 days for every ticket escalation. Every supervisor has told me I will be getting a refund I have even chat messages telling me the same that I have snapshotted. All interactions are recorded. I have now been on the phone for over an hour and 30 min today awaiting a resolve. This is not great customer service. This is terrible. Do you know what you have put the through the amount of time and stress? I want this resolved immediately. I want someone to care and not just pass me off to a supervisor who can't make anything happen. Also, why can not even your team speak with the refund dept? Nor the customer? Who can help me? I am frustrated and tired. How can you run a business like this? Why would anyone want to continue to give you business without having proper escalation problems for things like this. Can someone help me?

Responses

XfinitySara

Official Employee

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1.8K Messages

2 years ago

@user_122d6d - Thank you for bringing this billing concern to our community for assistance. I'm sorry to hear of the difficulty you've been having with getting this properly addressed, and I would love to see what our Digital Care Team can do to help! Since we'll need to access your account in order to discuss billing details, could you please send our team a direct message?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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!

user_122d6d

Visitor

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4 Messages

@XfinitySara I am still trying to get someone to help me. I have been in DM for two days and every time I get that there is still a review happening when I received a confirmation number of refund that was suppose to be compel by 14 days. Can you please have someone help to get me in contact with a corporate employee. This has been continuing on since end of February. Why do I have a confirmation number of refund? And it's never happened?

2 years ago

user_122d6d

Visitor

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4 Messages

2 years ago

I have yet to get to the bottom of the problem I have been facing since February. I have been given a reference number for my refund and everyone keeps asking me about the details of my situation over and over again. I would appreciate a call back and someone in corporate to care that they have had me spend countless amount of hours calling, chatting and direct messaging to get an answer. This is not fair to me that every single person has guaranteed me my refund and have never come through. Why can you guys close this out and make things right? Instead of trying to get around what i have been told is mine over and over again.

user_122d6d

Visitor

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4 Messages

2 years ago

This is the same thing again. misleading information.

I really need someone to call me back I have been in this runaround since February. I had disputed charges on my account which was showing a negative balance/credit on my account since February. Every single time I spoke to someone they said that the credit was mine or that I could get it paid back through my bank account or through my bill. On this most recent months statement the credit was gone and my service was shut off in two days. With no notice of the dispute not being valid. Here I am now. With my service interrupted and a $1400 bill. Zero accountability has been taken to accept responsibility on the behalf of Comcast. I just was misled by another "supervisor" who said that I was eligible for an installment arrangement. Only to find out 30 min into the call that he apologizes he was wrong. If I would have not been misled this long I would have had my bill paid. Now he tells me I have no other options but to pay $1400 within 10 days? With zero other option? Not even a person above him to talk to. No workaround no solutions for what you have put me through. I need someone to call me and help me with this. I cannot be expected to pay this back at once when I have been misled.

XfinityChristy

Official Employee

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2.1K Messages

@user_122d6d Thank you for reaching out about this billing concern via our Xfinity Forums, and I am sorry for the frustration that you have had in resolving this concern. I would be happy to review the account notes and answer any questions that were not addressed by the billing supervisor that you spoke with. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account to get started.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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2 years ago

Billing

user_122d6d

Supervisor Escalation Not Resulting In Resolve

XfinitySara

user_122d6d

user_122d6d

user_122d6d

XfinityChristy

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