U

Visitor

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1 Message

Thu, Jun 23, 2022 7:49 AM

2 1/2 hours on chat with 7 different reps, and nothing is resolved

I used to first try to see why my bill was shown as not paid, along with it showing the incorrect dollar amount. I then asked about getting a new deal for my two accounts I pay for. This went on and on and on for over 2 hours until I was transferred to the 7th person. This person kept giving me deals that required I downgrade my package. I mentioned to him that what he was giving me was not a good deal since I had to downgrade. He then tells me that I am being very greedy. Yes, I have the transcript to prove it! After I asked him about that, he started to apologize but later on would still give me the runaround about deals. 

I even told him if he cant give me a deal, just say it! I mentioned to him numerous time to stop wasting my time and his time with the runaround. I could tell his English was not strong by his responses (which is fine) but it was hard to understand him and I asked him to clarify a few times during the chat.

In the end, I was not offered anything new for both of my two paying accounts and am very close to cancelling my service after being a long loyal customer for many years. It seems that Xfinity doesnt want to deal with existing customers and pass the savings to new customers. I will take my business elsewhere.

I won't mention the rep's name as I dont want to get anyone fired but this is an absolutely poor, shameful experience by an Xfinity rep. We are the ones that pay our bills to Xfinity so Xfinity can pay their employees. I'm really tired of Xfinity as this is not the first time I've had issues with either billing and/or deals. Stop wasting our time with nonsense and be honest with your customers.

Official Employee

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230 Messages

2 d ago

Thank you for contacting customer support through Xfinity Support. I hope you are doing well. I would be more than happy to offer my assistance. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

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• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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