Channel Lineups

@XfinityFrank​ Thanks. I made the mistake of switching my services to what I thought was a better deal. I was given a card of the person who did this; however, I'm unable to get in touch with him now. As always, a customer has to call over and over despite walking into an actual store. This person said the bills were generated "in arrears." They are not. So, now they've downgraded our services yet we will pay a bill for things we are not getting. It's so complicated. I've reach out to someone named Chip [Edited: "Personal Information"] who is this:

[Edited: "Personal Information"]

Supervisor - CX Strategy and Ops

Xfinity | Executive Customer Relations

Office: [Edited: "Personal Information"]

I have left a message so my hope is he will call back since he said if I ever had any problems to call him. This was after I visited this forum and someone who was one of your "experts" used vile language on this forum. I reported this. 

It should not be this difficult to get answers and responses. It just shouldn't. That link you gave me only gives me the lineup of what I have. A comparison tool is best, but again, that doesn't seem possible. The person who changed our plan said "don't call the 800 number, call me." I do and can't get in touch. 

Have a great day. This is ridiculous and I do not know why Xfinity continues to treat customers this way. It's not right, but no one care.

Thank you for clarifying the situation for us, @SureB. It sounds like your contact is a member of our Executive Customer Relations Team. Please let us know if you need assistance getting in touch with them.

I am a little concerned that you are getting billed for services you are not receiving. This is definitely not the type of experience we want our customers to have, and I would love to help turn this around if we can If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

@XfinityFrank​ How do I file a complaint? Do I contact FCC? What are the steps now in order to get answers? The office of Tom whoever? Email someone? 

I've left a VM message with the "Executive Customer Relations Team." So far, he has not respond. Not surprised. Your response sounds like a bot response. Whatever the case, I'm glad that you are "a little concerned." I'm more than a little concerned. Not asking for anything other than transparency and trying to understand. That's it and I don't believe that's unreasonable. Apparently it is. Now, it sounds as if I'm on the wheel of telling the same story to 2 or 3 or 4 people. None of which solves anything. I've given my address to your "Exec Customer Relations Team." I would hope that would get a response. But if not, I'll escalate this to the proper people. Thanks for the response.

We are here for your support, @SureB. If you are already in touch with our Executive Team, then you are on the right track. I am confident they will take good care of you over there. If you'd like to look into these issues, or if you have any questions about your options, please let me know.