Visitor
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Talked to 25+ folks but no resolution but only pain and pain
Hi there,
Today seems the worst day of 2024 where I woke up and noticed the spike in my billing and thought of chatting with an agent quickl;y to get it resolved. I got to know that the ongoing promotion was ended 3 months back so I may need to swtich on other plan to lower it down. Here is the story starts. She kept selling me multiple plans even without understanding that I am asking for lowering the bills and then got disconnected due to app issue. I talked with many agents one by one over chat and phone and app kept me kicking out or people. Everyone was seeing some random information except a few things were matching which was annoying me. There was one agent I found who was interested in resolving my issue and notated in my account with some promotion and gave me a phone number to talk with the retention team. After talking with multiple folks over phone who were playing with me like ping pong, I got finally connected with someone in retention team and they were able to read the notation but denied accepting that it is the same. I asked to provide email address to share the transcript but useless.. they do not have any such thing or they do not want to follow the route.
I kept connecting with the folks and asked about the grievance too and asking to connect with the manager/supervisor but nobody did that. There was another agent over chat again I found updated the information/notation but before he confirms it, app kciked me out.
Whole day I connected with 25+ folks in 6 hours and it;s all beating around the bush. Nobody is willing to help or fix the issue. Lastly one person updated the info around 4pm, he said I will be called back and you will mostly likely get it resolved but then when I received a call back, this last person talked our of another planet in galaxy and told me totally different plan and said that he just sees that.
Don;t know what's going on. I just wanted to escalate this and found this forum. Hopefully someone will pay the heed and talk to me however I am almost certain that System and the process both are rediculous with xifnity customer care and retention.
Just to tell you that I have been using xfinity since 2015
XfinityAlyssaA
Official Employee
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1.7K Messages
3 months ago
Good evening and thank you for reaching out on our Community Forums, we appreciate it and are very sorry to hear about the frustrating experience as this is not the kind of experience we want for our valuable customers. We appreciate you being a loyal XFINITY customer since 2015 and bringing this to our attention so we can forward the feedback. I want to assure you that our team is on your side and wants to help turn this situation around. I see that you originally tried to reach out to an agent due to a spike in your billing. As a mom on a budget, I know how stressful that can be and our team will be happy to review current offers to see how we can help. We will also be sure to ask the proper questions about how your services are suiting your needs so that we understand what you are looking for and get you into the best plan to suit your needs and budget.
In order for us to review your account further and help get your bill down, we will first need to collect a few pieces of sensitive information to locate the account and send over a code to verify the account for security purposes. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
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We look forward to working with you further!
Please also note that we have marked this post as private due to your username containing your first and last name which we consider Personal Propriertary Information (PII). Please aware that for you protection and online security, posting PII is a violation of our forum guidelines which can be reviewed here https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c. We highly recommend that you edit your username at your earliest convenience.
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