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complaints - need escalation and corporate response
My husband and I have been Xfinity/Comcast customers for over nine years. We have spent over nine hours total on the phone and on chat with your customer support team over the past 26 hours. I have repeatedly asked to speak to a supervisor, to escalate the issue, etc., but have been denied. If you look at my chat history, you will be able to verify this.
Yesterday at 2:00, on the advice of our daughter, we decided to transfer our mobile phone service over to Xfinity. I got on the chat to do so. At the same time, we requested to remove a home phone that has never actually been activated, add our streaming packages into the Xfinity space, and take out some channels we never used. That chat alone took over two hours and two calls to Xfinity even while in the chat, during which time the chat agent and the phone agent both kept insisting that the other was responsible for removing the home phone.
I have filled out numerous surveys since 2:00 yesterday. I got a call from someone on your Customer Satisfaction team about two hours ago, and he kept me on the phone for half an hour - during my workday - to ask me how to make my experience better, all the while telling me he couldn't actually help me solve my problem and I'd have to call back to get my problems solved.
I went on Reddit to try to get help. Your team there sends a response through ModMail every 20 minutes. They told me that was just how it worked and I needed to be patient.
I am now posting here in desperation to try to resolve this.
Here are the issues:
1) There is an old Comcast email on the account. That account is closed - Comcast closed it due to lack of use (I went to Comcast to confirm that). However, I cannot see that email in my account, and Xfinity swears they cannot remove it. This means that I can’t add an email, which I need to do because our Netflix account is under my husband’s email.
2) We now have duplicate HBO Max accounts through Xfinity. I am assuming we need to delete the old one because it isn’t part of the bundle we just signed up for. But customer service does not seem to understand this. We need the one we have to be connected to my husband’s email ([Edited: "Personal Information"]) because that’s where our viewing history is.
3) The Peacock Premium was also part of the bundling package we added, but it won’t let me activate it. I am going in circles with them - they are telling me to click the “Activate” link, I tell them I am and it doesn’t work, and they say “click the link” again. It gives me the message that I already have a Peacock account and to cancel it. When I go to cancel it, it says it can’t cancel it because it is part of the bundle I bought yesterday.
4) We are worried about trying to cancel billing on our other streaming services because Netflix has been such a hassle; we think that Netflix is solved after 1.5 hours on the phone this morning (hopefully), but we are still concerned that we will receive two bills.
5) We have been told by at least one agent on the phone that we now have duplicates of all of these streaming services in our account. Other agents say that is not the case. From our end, we cannot see whether this is the case or not.
6) While this issue has been resolved, yesterday, when we tried to port our mobile phone numbers over to Xfinity, our daughter, who is a freshman in college away from home, had her phone go inoperable for several hours. When we tried to contact customer service to fix this, different people told us the phone could be ported, could not be ported, was locked, was not locked. After my husband spent about an hour on the phone with an agent in Egypt, we confirmed that it could be ported and was not locked, which is what we told the agents at the start.
After I posted the above on Reddit, Xfinity reached out to me through ModMail. No progress. Reddit ModMail tells me that they don't function as a chat, but as an email system, and I need to wait 20 minutes between replies.
After another 2 hours of chat, phone calls, Reddit, etc., today, still unresolved.
I am tired of the following statements:
“We appreciate your loyalty!”
“I will check your account.”
“I understand you are frustrated.”
“Your tickets have been closed and we will need to start over with new verification and going through all the problems again.”
“Can you tell me how we can make your experience better?”
"This Reddit ModMail works more like an email account than a chat, so you have to wait 20 minutes for each of our replies."
Here are the statements I want:
“I am fixing your problem right now.”
“I know how to fix your problem.” (note that none of the agents I've talked to/chatted with actually seem to know independently how to solve the problem - they seem to be consulting a manual and cutting and pasting and, in some instances, not even reading what I wrote).
“I am only focusing on you and your problem and not helping other customers at the same time.”
“I will not tell you to call back again later because no one who knows what they are doing is available right now.”
PLEASE HAVE SOMEONE HELP WITH THIS SITUATION.
No Responses!