The below is the type is service I get from xfinity. Nothing. It feels like I’m dealing with con artists. They wrongfully charged me 176.48 and after hours of trying to get help refuse to return my money. And the worse is they are lying, no other explanation other than they are liars.
I'm <Edited for Personal Information>. I see you were transferred because you're having trouble speaking with a supervisor about a disputed charge. Can you confirm that's correct?
12:56 pm
I called multiple times to transfer my service and was told I successful have only to find out I was charged from Aug # until now for services at two addresses! Worse of all I’ve been dealing with this for hours and have received the WORSE customer service by Raven. She misled me, accused me and refused to help then hung up when I asked to speak with manager
It was so upsetting talking to her!
Sorry for the inconvenience caused to you.
Just to confirm, is this your new service address: <Edited for Personal Information>?
It’s not just an inconvenience it’s damaging.
As I checked your account, there are 2 accounts under your name. The first service address is <Edited for Personal Information>.
The second one is a new service address: <Edited for Personal Information>.
As I checked this account, there is no cancellation request on this service address: <Edited for Personal Information>.
That is my dispute. There should not be two accounts. I only live at <Edited for Personal Information>. I have proof that I moved out from <Edited for Personal Information> as I was renting and the building was sold. I don’t own the home! Most importantly I called over and over stating I’ll needed to move service!
No it’s not! I called to move service always!
I tried moving service online and it told me I needed to call! So I did
I called in July to move service but couldn’t so called again on #nd and later on #rd and again until finally I got my service moved.
Don’t you record calls? You can clearly hear over and over I’m asking to MOVE service.
This shouldn’t even be an argument
I understand your side, but as I checked your account, a new account was created, and there is no request for the old account's disconnection. You would need to disconnect the old account to avoid any further charges.
That is my dispute. That makes no sense, I called over and over to transfer service!
I was just told my service was disconnected at old place too!
Why can’t you understand what I’m saying! I have t lived at the old place since AUg #nd. There absolutely is proof of that! I spoke with multiple people. This is robbery
I *haven’t lived at <Edited for Personal Information> since Aug #nd!
How can you charge me when I clearly called to move service!
I called in July first, the last lady said she saw I called to move service. Every time I spoke with an agent I started with I called to move service.
What reason would I want service at a place I have no access to and don’t live at! You can see internet was not used by the same router I use at new address!
I understand your side; you requested the transfer of services, but a new account was created. I understand your position, but as per the policy, all charges are valid on your account since there was no request for account cancellation at your old address.
That is indisputable evidence, there is only one router, not two!
I took the same router from the old place to my new place!
How can I use one router and two places? Make it make sense
It’s the same serial numbers! I have pics of the serial number saved!
I understand your concerns as a customer. However, after creating a new account instead of transferring the old account, it must be disconnected. Without your approval, we cannot make any changes to your account. I apologize for the inconvenience caused, but as a supervisor from the billing department, I have shared all the valid details as per your account and policy.
Yes, but that’s what I’m saying. I did ask to transfer always. You guys are the experts not me. How to do that is on you. I took the old router and moved it with me. That is clear proof I asked to transfer service. Do you show the record of me calling in July to transfer service?
I wanted to transfer and was told I couldn’t. That was not even my fault. I tried over and over. Why do you think I wouldn’t? What benefit would I possibly get from not to?
If you are unable to understand that I would like case documented with the above and an escalation ticket opened to the next level.
You are basically saying that I’m lying and didn’t call to transfer? Is that correct? So are refusing a refund? I would like a response please.
Even though you see I took my modem with me to new place and switched the old modem from the old account to a new account? But still don’t want to believe me, correct?
I had to switch my old account to the new account with modem, correct?
I understand your side, but without your approval, we can't make any changes to the account. If there was a request for account cancellation, we could help you with that. However, as per the policy, all charges on your account are valid, so we can't do anything about it. Once the new account is created, you should ensure that the old account has been disconnected.
I had to approve switching my modem to new address correct? How does that make sense?
Please respond to my questions and escalate case.
I would like a full transcript sent to me.
Hi <Edited for Personal Information>, it's Xfinity Assistant.
Your ticket ECM0024795185 for your Escalation has been completed successfully. There's nothing else you need to do!
Review your ticket here: xfinity.com/support/digital-ticketing
TxtHelpOrStop
Msg&DateRatesMayApply
Live chat started
I would like an email confirming escalation of case
I understand your side, but the approval was for a new account, as customers can use their old equipment. The approval was not for the modem switching. I really wish I could help you with it, but all charges on your account are valid. We can't make any changes to it, as you are connected to the live supervisor desk. There is no one beyond me; if there were, they would also provide the same information I have given you. Once you end this chat, you will see the option to download the transcript.
I would like an escalation case opened. Please provide full contact information for corporate and legal
Why would I switch my modem and not my address? This is crazy. I’d like contacts to corporate and legal.
I think they should be very concerned about the very questionable service being provided by supervisors. This will be posted on the xfinity forum.
I understand your side; this might feel frustratingas Ihave provided all true information on youraccount. Asyou are connected to the livesupervisor desk, there isno further escalationbeyond this. I will be adding thesenotes to youraccount for further assistance. You canvisit yournearest Xfinity store.
1:36 pm
I asked for corporate contact info and legal. Are you refusing?
End live chat
XfinityBrianH
Official Employee
•
2.5K Messages
23 days ago
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