Visitor
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2 Messages
Appalling Customer Service
Changed plans 4/19/25 to lower bill after hours of going through a horrible loop of robots and incompetent customer service reps. Eventually got my plan changed and bill lowered. Great !
No, not great. My next bill came 5/21. Low and behold, no changes. My experience that evening was nothing short of a nightmare. I made a futile effort with several different reps to simply honor the plan change and correct my bill. I honestly questioned multiple times if they were actually just messing with me and weren't going to fix anything. Apparently they cancelled my order the next day due to a "system glitch" and could not help fix my current bill, and the plan I ordered was not available? Not only this, but now they are trying to upsell me a faster plan?
Then I am connected with "Christopher" the supervisor. Also cannot fix my bill and honor my original plan (even though I am copy and pasting my literal confirmation email to them) and then proceeds to condescendingly question if I am understanding him? I've never felt more disrespected.
Somebody please help me get this fixed
XfinityAlyssaA
Official Employee
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2K Messages
2 months ago
Good evening @user_oni1g7, and thank you for reaching out to our dedicated Communities team with your experience, we appreciate it. I'm sorry to hear about your billing and plan issues and that so far, no one has been able to help get it fixed. I definitely understand why you are frustrated and assure you our team is here to help how we can. We'd like to review your account further to see what we can do. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
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user_55hra4
Visitor
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4 Messages
2 months ago
Experiencing the same horrendous customer support.
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user_55hra4
Visitor
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4 Messages
2 months ago
Terrible customer service
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user_oni1g7
Visitor
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2 Messages
2 months ago
Help how you can ? Does that mean you are going to honor this original plan I ordered and correct my bill? Here is your literal confirmation from 4/19 below, personal info redacted. Also, I'd prefer you not push this conversation to be private. The community should have the right to see if you actually can fix these issues or if Xfinity will not honor your order the following month, so they are aware they would be better off cancelling your services altogether rather than change plans.
So, as the fourth different person I've asked, can you honor the order I made 4/19 , and correct my current bill from $240 to $180 as agreed upon in writing below?
From: Xfinity <online.communications@alerts.comcast.net>
Date: Sat, Apr 19, 2025, 4:35 PM
Subject: Thanks, here is your Xfinity order confirmation
To: <xxxxxxx>
(edited)
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