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user_pxorg1
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Visitor

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2 Messages

09/24/2026 7:40 PM

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Agents bad customer service

The agent name Crystal was very rude to me. I called to see what I can do to split a payment and she started telling that it was my faulty for having past due and that accumulated fees I ask to speak to someone else and first she said she can’t transfer me to anyone. I asked for a manager and she has me on hold for almost 30 min already. She keeps saying to keep on hold I know it’s on purpose. 

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16 days ago

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XfinityCliff

Official Employee

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765 Messages

23 days ago

Hello @user_pxorg1, and thank you for sharing your experience here on our Xfinity Community forums.

I can understand how upsetting that interaction must have been, especially when you were reaching out for help managing a payment and felt blamed rather than supported. Being placed on an extended hold after requesting additional assistance would only add to that frustration.

Payment arrangements depend on the account’s eligibility and the options available at the time of the request. While our team does not directly process or manage payments, we can review the account and your concerns to help determine what options may be available and ensure your feedback about the interaction is documented appropriately.

Please send us a Direct Message* with your full name and complete service address, and we’ll be happy to take a closer look with you. 😀

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(*Note: Never send a direct message to us unless requested by us.)

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Click Here For an example of how to send us a Direct Message.

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user_pxorg1

Visitor

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2 Messages

@XfinityCliff​  Unnecessary, I called again and spoke to a wonderful lady that I can’t remember her name but I’m sure it’s under my record. She helped me and went beyond of what I was asking for . You need more employees like her, and NOT like Crystal that was very unprofessional. I’m sure she was remote because I could hear her fan and noise in the background . 

(edited)

16 days ago

0

XfinityChelseaB

Official Employee

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2.6K Messages

@user_pxorg1, I'm so happy to hear that you got taken care of by one of our amazing phone specialists. If you need anything in the future, please feel free to make another post, and a Digital Specialist, Forums Expert, or community member will help you as soon as possible. I hope you have a great rest of your night and stay safe.

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16 days ago

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