Visitor
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2 Messages
After already being contacted by an 'escalation specialist', my account problems have worsened and the specialist won't write me back.
For approximately 6 weeks, I have been attempting to connect with my 'account manager' as the issues between managing my two accounts have been extreme. Since actually hearing from an 'escalations human', I have now experienced multiple alerts stating that my ticket has been closed, my account has been overcharged, and further confusion between the two accounts that were supposed to be addressed by said escalations specialist. Only a few days ago, I was told by an online chat representative that my account was in collections, when the xfinity notification I'd received stated a credit to the account (the wrong account, by the way, of the two). I have almost two full months of emails from me replying to the thread that supposedly came from 'corporate', with no replies. One one account, I have been overcharged by literally hundreds of dollars, and the other still has the originating issues that were the purpose of my outreach in the first place. Please, please can a human being decision maker reach out to me.
XfinityFrank
Official Employee
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2.6K Messages
6 hours ago
Hi there, @user_grpov1. Thanks for reaching out to us here on the Community Forums and sorry to hear you've been having trouble getting assistance with your account issue. We can take a look and assist.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
How to: Direct messaging within the forum
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