Visitor
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4 Messages
Unacceptable Service: Chat Passed Off at Shift Change Mid-Resolution
I need this escalated to a Tier 2 billing supervisor immediately. I spent over an hour in a verified support chat with agent Gabriel, who was actively processing a manual extension override for my direct deposit timing delay. Instead of completing the resolution, Gabriel completely changed his behavior after 3:35 PM. He went from replying rapidly within 1 to 3 minutes to forcing massive 12 to 15-minute delays between messages. Even though I responded to his final message in under 60 seconds, he deliberately ignored it, dragged his feet until his shift ended at 4:00 PM, and executed a silent, cold transfer to dump my chat back into the queue.
Now, a new agent named Ray has taken over and is refusing to honor the progress made, lazily copy-pasting standard script restrictions and demanding a full $556.48 payment.
I am a Platinum customer of over 3 years. I have the funds ready right now to honor my original payment arrangement amount on my card, but your automated system is locked due to the final month of an old installment plan. I need a higher-level agent who actually knows how to use supervisor override tokens to step in, review the chat history, and restore my services today before I cancel my internet and home security packages entirely.
XfinityRay
Official Employee
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4.3K Messages
12 days ago
We appreciate your willingness to make a payment to restore your services, and I understand how important it is to get everything back up and running, @user_l1jd71 . I reviewed the account to see if any flexible payment options were available. We found in order to restore service, we would need a payment of at least the past-due balance. We understand this may not be the news you were hoping for, and we appreciate your understanding.
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user_l1jd71
Visitor
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4 Messages
12 days ago
ATTENTION TIER 2 SUPERVISOR — UNACCEPTABLE SERVICE ESCALATION
I am creating this separate comment because agent Ray just posted a generic, automated template that completely ignores my entire issue. I do not accept that canned response.
I was just in a live, verified support session with agent Gabriel, who was actively processing a manual extension override for an early AM auto-draft system glitch. Instead of finishing the resolution, he ran out the clock until 4:00 PM and dumped my chat. Now Ray has stepped in, completely ignored the progress made, and slammed down a copy-paste script demanding a full $556.48 payment to cover his own team's mistakes.
I am a Platinum customer who has been with Xfinity for over 3 years. I have my card ready right now to pay today's original arrangement portion, but your portal is locked due to the final month of an old installment plan. I am explicitly requesting a Tier 2 billing supervisor who not only has system authority and administrative clearance, but also the competence, willingness, and care to treat customers like real people rather than an automated spreadsheet. Management needs to look at the plain numbers here: your team can either accept an immediate payment of nearly $300 from me right now and secure another $300 in three weeks to completely clear this profile, or you can choose to receive zero cents. If this account is forced into a total cancellation, I will gladly let the balance sit in collections while I file a formal dispute with the CFPB. I have meticulous screenshots and records of your unhelpful tech support, unresolved camera failures, and repeated rescheduled appointments over the last six months, and I am fully prepared to use them to dispute every single charge.
I need a higher-level agent who actually has leadership override tokens to step in, review this chat log, and bypass this manual ledger block today before I cancel my internet and home security packages entirely.
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