Visitor
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2 Messages
XFinity Assistant Possibly Lying and Chat Outages
Long story short, Xfinity Assistant said that if I paid $97.16, I would be eligible for a payment reduction. I paid the $97.16. But neither the AI nor the humans will honor this. I'm just trying to avoid a suspension, even with a short extension.
I have the full transcript including the AI portion of the chat and I can DM that to an official representative.
But the second most disturbing thing is how long I was left alone in the chat room. The representative said there was some outage on their end. But a half hour outage with no message to the customer is crazy. I literally counted the minutes to avoid being timed-out by the system. Fortunately, despite the outage, Alex remained in the room.
I would like for XFinity to honor what its AI promised. And I just want to bring this outage problem to your attention.
[Images Removed: "Personal Information - Chat Transcript"]
ayone1
Visitor
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2 Messages
8 hours ago
My personal chat screenshots were removed. So for clarity, to keep the system from timing out, I posted the time literally ever minute for over 27 minutes. That was before I attempted to small talk to keep the system from timing out. Since the chat system doesn't have time stamps, my manual time stamps served as a clear indication of the problem.
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XfinityRaul
Official Employee
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2.9K Messages
7 hours ago
@ayone1 Thank you for making us aware of your billing concern. I would be more than happy to help figure out what options we have available to get this resolved. Let's continue our conversation via DM.
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