Another episode of poor customer service

Context: https://forums.xfinity.com/conversations/customer-service/xfinity-should-pay-more-attention-to-their-customer-service/6833e8f60cfffc3f9136de2d

And then I am able to copy and paste everything from this link to a form https://www.xfinity.com/support/svp-contact-form I am able to get emails from what is called "Sy. S. Xfinity Mobile Executive Resolutions"

They want to reach me in a number they closed and I emailed them everyday the number is closed please restore it first and in another email I told them a different number to reach my friend.

And here is the result

"

Thank you for contacting our executive office with your questions and concerns. We value your business and would like to thank you for the opportunity to resolve this matter for you. Unfortunately, our attempts to contact you have been unsuccessful. However, we were able to resolve your concern. Please retain this email for your records. 

 We attempted to contact you via phone and email on 6/3/2025, 6/4/2025 and 6/5/2025 with no success to resolve your mobile concerns. As we will need to troubleshoot these concerns verbally over the phone and have not been able to reach you your case is being closed.

"

Well Xfinity cannot go one step further to use their brains, how can you reach me on a number you closed?

Responses

XfinityPeterH

Official Employee

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1.9K Messages

2 days ago

@user_h3mbuf Thank you for your post and expressing your concerns and experience.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

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user_h3mbuf

Contributor

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26 Messages

@XfinityPeterH Obviously that doesn't work. Took more than 10hrs on the phone to get to nowhere. Read my message

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2 days ago

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user_h3mbuf

Contributor

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26 Messages

2 days ago

This Sy. S. Xfinity Mobile Executive Resolutions is also unreachable during office hour.

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user_h3mbuf

Contributor

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26 Messages

15 hours ago

This morning, someone called Latisha B. cold call my friend during the meeting 10am and leave a message want to call back. And She then send a email saying if you don't respond Monday this is resolved. I called back 30min later and she is not available with her voice mail inbox full.

Does it mean 1) she never check her voice mail 2) Xfinity Executive Resolutions never answer customers call?

I also explicitly email them the availability is after 3pm.

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XfinityAmira

Official Employee

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4.2K Messages

@user_h3mbuf I am truly sorry for all the complications you've experienced trying to get support. This is never the experience we strive for our customers to receive, and I promise we want to make things right. To better look into and address all of this for you, please send us a Direct Message following the instructions we provided above. This way we can properly assist you.

Thank you!

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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14 hours ago

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Customer Service

user_h3mbuf

Another episode of poor customer service

XfinityPeterH

user_h3mbuf

user_h3mbuf

user_h3mbuf

XfinityAmira

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