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user_5d1122
1st Topic

3 Messages

Tuesday, September 26th, 2023 10:39 PM

Closed

Terrible customer service and billing problem [Edit: Caps]

I have contacted xfinity more than 6 times and have spent over 5 hours waiting or attempting to get problem solved unsuccessfully

Employee Mariel gave me a false ticket # and entered deceptive information to my account record.  A supervisor was supposed to call me back with a second ticket # and did not do it.  I want to know who and how to reach an actual rep that can address the issue and get it resolved.  Please advise

[Edit: Caps]

Question

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Updated 

2 years ago

 • Edited

56

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XfinityKatie

Official Employee

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744 Messages

2 years ago

Hello @user_5d1122 I know that it can be frustrating to not get the support you need, but our team is here to help! We want to ensure that you always know what is going on with your account and billing and submit feedback on your experience, so it would be our pleasure getting to further assist you with this. Can you please go into more detail on what billing problems you are having?

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user_5d1122

3 Messages

my bonus mobile discount of $20 was removed from my internet bill 9/5 without explanation.  Also was billed $14.66 9/5-9/26 bill with no notice.  My current bill is 34.66 more than I have agreed to pay when I signed up and all the promotions were not set to expire until Oct 2024.  I have spoken to Mariel, RJ, Tasha, Carlos and Mindy and not one of these employees can resolve the matter. Please do not waste any more of my time and only reply if you are able to assist with real resolution!  What are you able to do?

[Edit: Caps]

(edited)

2 years ago

0

XfinityKatie

Official Employee

 • 

744 Messages

I can understand why you are feeling this way @user_5d1122 and we know it is important your issues are addressed! Your time is valuable to us, and know that it is crucial that your billing is accurate. Our team is here to help, and for us to be able to determine what removed that discount and what the extra $14.66 charge is, we'll need to access your account and pull up the bill. To help keep your information safe, can you send our team a direct message with your full name and address so we can look into this together? To send us a message, just use the link provided or the direct message icon in the top right-hand corner of the screen. Then, click "new message", type "Xfinity Support" and select that profile to send us a message directly. We look forward to hearing from you!

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2 years ago

0

user_5d1122

3 Messages

I sent a direct message but I can see this is going nowhere

2 years ago

0

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