Visitor
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5 Messages
Absolutely furious at Xfinity customer service
I am writing because I am about to lose my patience with Xfinity and your supposed Customer Service, which is non-existent. I signed up for this account back in October 2024 and was promised a $300 prepaid visa credit card and even followed up on this gift card weeks ago. I was told that my case was resolved and they would send me a gift card via email weeks ago… I just spent almost 3 hrs on the live chat and on the phone, waiting to connect with a supervisor and got nowhere. I was transferred between 4 agents and was told that a supervisor was going to call me in minutes. They asked me to confirm my email and I did several times and had to keep doing so each time between agent transfers. They have no problem sending me bills to that email, but apparently have issues issuing an amount in return to that email... They called me, but it wasn’t a supervisor, it was simply another agent I had to explain this whole situation to for the millionth time because apparently your customer service doesn’t keep record of anything and would rather punt responsibility than help an extremely frustrated customer. I was told by this agent over the phone that the supervisor was going to shortly take my call and that she would not disconnect the line. Alas, the line was disconnected after being on the line for 52 minutes. I tried calling back and this [Edited: "Language"] started all up again. At this point, I would like my $300 prepaid card as promised AND MORE because my patience is so thin with Xfinity right now and this is unacceptable service.
XfinitySara
Official Employee
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1.8K Messages
26 days ago
Hey there, @user_8p7ikb. Thank you for taking the time to visit our Xfinity Community Forum and for posting these concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! We're great to work with because we'll always do everything within our power to review all available options, escalating issues whenever necessary. For something like this, we'd typically start by referring you to the Incentive Tracker, but we're clearly past that point if you've had to reach out to various support teams in different ways and still don't have resolution. Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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user_8p7ikb
Visitor
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5 Messages
26 days ago
Called again and after waiting over 30 mins on the phone, get disconnected just before being transferred to a supervisor... what is wrong with your company?
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user_8p7ikb
Visitor
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5 Messages
22 days ago
Still no solution and it's been days now... No one at this company seems to know what they're doing... Spent another 4.5 hrs on chat and the phone with no solution in sight!! How is something so simple so difficult and how many xfinity employees and supervisors does it take?!
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