Appalling and disgusting

Absolutely appalling customer service. I spent 1.5 hours with a so-called “live” Xfinity agent online, trying to arrange a 20-day payment extension. I explained my situation—I’m battling cancer and recently lost my job. The internet is essential for me to search for work and manage my healthcare.

I was told it was handled. Then I woke up to a disconnection. No warning. No help. No one to talk to—just bots and automated messages. After confirming help was on the way, I was completely abandoned.

To top it off, I’m being charged $375 a month for cable and internet—absolutely outrageous. I’ve had to choose between paying this and continuing my treatments. This isn’t just poor service—it’s predatory. The texts and emails are constant and aggressive.

I’m now actively searching for other providers. If I have to keep skipping treatments just to pay for internet, none of it will matter anyway. Shame on you, Xfinity.

Responses

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XfinityRaul

Official Employee

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2.1K Messages

2 days ago

@user_42ph0b I'm sorry to hear that you are going through this and hope your treatments are working. I would be more than happy to review your account to see what options we have available to restore your services. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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user_42ph0b

Visitor

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4 Messages

I am a “live” person…sure you are! I hope someone at Xfinity reads this with a shred of humanity left.

I’m fighting cancer. I lost my job two weeks after a mastectomy, while I still had surgical drains in. Let go by the partner on my first day back. No laws protected me—less than 15 employees means no safety net.

I spent 1.5 hours with your “live agent” explaining my situation—begging for a simple 20-day extension so I could keep my internet on long enough to search for work. I was told I was okay.

Then I woke up to a disconnection. No call. No warning. No mercy. Just bots and predatory texts demanding money. So I did the unthinkable—I used the money I had set aside for my cancer treatment to pay your $375 cable/internet bill. Because without internet, I can’t even look for a job. Now I get to choose: treatment or WiFi.

What are you going to do?

Cancel the payment? Refund me? Of course not.

I don’t qualify for cancer support programs because my past income was “too high”—but I don’t have that job anymore. I don’t have benefits. I don’t have options.

All I have now is a receipt from Xfinity and one less round of treatment.

And your response? “Please DM us.” After it’s already done? That’s not customer service. That’s damage control.

You didn’t just cut off my service. You cut off a lifeline.

But sure—keep calling this the “land of the free.”

I’m done. And I’m making sure everyone I know hears exactly how this went down. I will post on every platform I can. I am sick in tired or the money grab and profits over people. May karma not find this company.

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2 days ago

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XfinityGabriel

Official Employee

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2.4K Messages

user_42ph0b, This is definitely not the experience we like to hear about or how we want you to feel. I can definitely understand the importance of needing your services working through tough times such as thi. We will certainly do everything we can within our power to help better your experience. Payment arrangement requests aren't usually handled by a live representatives and are done via a digital option through the XFINITY Assistant, for a more seamless process. To help avoid any hiccups when needing a payment arrangment when eligible, please feel free to visit this link here. Here are also the steps below.

To set up a payment arrangement with Xfinity Assistant, click Chat for options.
Select Set up a payment arrangement.
Xfinity Assistant will explain your payment arrangement enrollment options.
Xfinity Assistant will explain your payment arrangement enrollment options.

Note: You may be eligible to choose your payment arrangement date and add a payment method later, as shown in this example.

If you’re adding a payment method later, continue to set up your payment arrangement with Xfinity Assistant by choosing a due date and clicking Submit

You’ll see a confirmation with a reminder to add a payment method to your payment arrangement by the scheduled due date.

Another option we offer is installment plans for situations such as this. Please feel free to also visit this link for more details about how to set up an installment plan when eligible here. Here are also the steps below for setting up the installment plan. Please let me know if you run into any issues.

1. When you log into My Account and see a message about flexible payments, select Chat for options to launch Xfinity Assistant.

2. Select I’d like to see my payment options.

3. To proceed with setting up an installment plan, select Installment plan.

4. If you’re ready to move forward with making a $50 payment and setting up an installment plan, select I’d like to sign up, then Sign up.

5. On the Installment plan page, select the minimum payment due ($50.00), or enter a larger amount if you’d like. Don’t close the page.

6. Review the terms of your installment plan and choose your payment method for the minimum $50.00 payment required to enroll.

7. Once you’ve reviewed your payment method and carefully read the terms of your installment plan, select Submit Payment to finish your enrollment.

8. On the Payment Confirmed screen, you’ll see a confirmation of your installment plan. We’ll also send you a confirmation email. It could take up to three business days for your installment plan to appear on your account.

9. Once we’ve finished setting up your installment plan, we’ll send you an email. You can check the status and details of your installment plan any time by chatting with Xfinity Assistant.

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.
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2 days ago

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user_42ph0b

Visitor

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4 Messages

Well—here we go again, @Xfinity.

I used your Xfinity Assistant, followed your process, got confirmation by email and text, and you still cut me off. I saved the entire chat transcript, so don’t insult my intelligence by pretending you can’t find my account or “didn’t know.”

You failed. And you know it.

I’m not jumping through your scripted hoops again just to be [Edited: Language] over twice. I’m not here for your fake empathy, robotic replies, or your team of damage-control agents pretending to care.

I’m [Edited: Language]. I’m exhausted. I’m sick. And now I’m out of treatment money because I had to pay you instead.

[Edited: "Inflammatory"]

You don’t care about people. You care about getting paid.

I’m done being polite. I’m done begging. And I’m done being quiet.

Fix it—or watch more customers leave. Because I’m making [Edited: Language] sure this story gets told.

(edited)

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2 days ago

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XfinityRaul

Official Employee

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2.1K Messages

@user_42ph0b I'll need to gain access to your account in order to figure out how to keep your service activated. Please send me a DM at your earliest convenience.

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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2 days ago

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user_42ph0b

Visitor

•

4 Messages

2 days ago

Oh—and by the way—as soon as the payment hit, my services were magically restored in TWO SECONDS.

So spare me the “we’re here to help” routine and the ridiculous instructions to click through a maze of icons just to send a direct message.

@Xfinity had no problem finding me to demand payment—but now I have to jump through hoops to ask for help?

Unbelievable. The only thing that moves faster than your disconnection system is how fast you flip the switch once you get paid. #DoBetter

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Customer Service

user_42ph0b

Appalling and disgusting

XfinityRaul

user_42ph0b

XfinityGabriel

user_42ph0b

XfinityRaul

user_42ph0b

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