2 Messages
Abysmal Customer Service on so many levels
I have had some issues in the past related to customer service, but my most recent issues are really taking the cake. I have been waiting for someone to contact me as my issue has been ongoing for months now. I have been told it has been escalated. However, nobody ever calls
me back about it. Every time I contact someone via the app and chat, or if I manage to get someone somewhat alive and human to speak to me on the phone, I’m always “assured” someone will
get back to me. After chatting with someone yesterday for what is about the millionth time, they said someone would get back to me by 12/26 at 8:48a which is weirdly precise. I’ve been given these very specific times before and they go by and nothing happens. So I asked the guy who can I contact myself since nobody ever does anything? He said I should call the general comcast #(always a bad sign) and ask to be transferred to someone in the offline or backend dept. So, begrudgingly I did that today when I spoke to someone and they told me they couldn’t send me there. They instead insisted I regurgitate from square one, all
of my issues all over again. I tried explaining that I already have an escalation on this issue and that I wasn’t really interested in explaining it again and again as I’ve been doing for months, and this guy then started speaking over me at length, interrupting me over and over in what was a very rude dialogue. If he were to sum up the story I’m sure he’d be the one that was experiencing poor service. Just incredible how utterly incompetent and bad the service is at times here. If anyone can please contact me that can look at my account and actually see what is going on PRIOR to reaching me, that’d be great. I have screen shots of every chat conversation I’ve had to prove the pricing I was offered, as well as several reps confirming I should be getting the promo i was promised.
XfinityChristy
Official Employee
•
2K Messages
1 year ago
@user_uvok2j Thank you for reaching out via our Xfinity Forums today. I would be happy to review your account and see where things are at with the escalation of your concern. To get started, please send a direct message with your full name, address and any ticket numbers you have been given.
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user_uvok2j
2 Messages
1 year ago
Here is the final update on my experience. After having spent countless hours, days, weeks, and then months trying to get this fixed…it never got fixed. I was quoted pricing by a rep via the Xfinity App for changing my internet service potentially. I asked if there were any promos for existing customers and also for people like us who already have Xfinity Mobile. They quoted me a price of $35 per month for gig internet for a span of 2 years. I accepted. Once I was sent the consent form, I asked the rep why it showed a price of $75 instead of the price I was quoted. They assured me that was only because the discounts hadn’t yet been added and not to worry. Words like “rest assured you’re taken care of” made me actually think that it would be taken care of. Fast forward to the next month when my bill is about to be auto paid, and it’s still appearing as $75. I again contacted them thru the Xfinity App and was assured again that I was fine and that the discount just hadn’t been applied yet. They even told me to pay the lower amount I had been quoted(which I couldn’t do since were on auto pay) instead, and they also confirmed my pricing promo and 24 month term. Unfortunately, my bill would continue to stay at $75 instead of the $35 that I signed up for. I would chat with countless reps, all confirming my deal, yet the deal would never seem to be applied. Eventually, it was brought to my attention that I hadn’t yet added another mobile line to our account. Seemed strange that I would be told that, considering I had never once inquired about adding another line, nor would I have signed up for a deal contingent on doing something I had no need or desire to do. Long story longer, I had been told a million different things by a million different reps. Someone will say they will have someone call me back, then they don’t. Rinse and repeat for months. It would appear the original rep lied to get me to sign up. Also, several other reps along the way completely missed the mark as well, although not all of them. Some were at least attempting to get me to the people who could help. XfinityTy and Thomas were the two that come to mind. At the end of this my “deal” I was left with was $20 off for 12 months. Not the $35 total each month for 2 years. That’s it. That was ultimately done after haggling with some Corporate Resolution person. The same Corporate Resolution person who told me that they didn’t keep records of all of the interactions between customers and reps on the chat. THAT WAS THE MAIN ISSUE. I even told that Corporate Resolution lady that I had screen shots of my chat transcript, but she told me those do not matter because they’re not coming from their end of things. Even though they do not keep the appropriate records of the interactions. Mind blowing. The reps can tell and sell people whatever they want and there is no repercussions for them. Then they just overcharge you and make you call and chat and email until you’re sick of it. Just a terrible experience all around.
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