U

Visitor

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2 Messages

Mon, Nov 22, 2021 5:28 PM

Bad customer service & can’t get help

What a mess!?!? On November 14, I ordered Xfinity cable and internet at my home. I picked up the equipment the next day at your store on 355 North Federal Highway in Boca Raton. I paid $50 and had a balance of $85 to be paid on December 8th. I showed my driver license when picking up the equipment. On Thursday November 18, you cancelled all my service saying that the household had a balance. I called and was on the phone with your customer service agents. They said that it was my mother balance and she died on November 26, 2020 on thanksgiving day. Her cable was on vacation at time of her death and I even returned her equipment to a Maryland location. She had no assets. So, I’m at a loss in what world is it ok to link my dead mom’s account to mine. When I was on the phone with your company, I even gave my ssn number. I thought this was resolved as the customer service department said that they would close out the account and open a new one. They said it would no longer be linked to mine. Today, I find that I now have a $264 balance and no cable Or internet still. Your company is even calling me to return the equipment!!! This is wrong on so many levels. I called again this morning and your team hung up on me after another 1 hour wait. Then, I spoke to your chat agent group who said I needed to Fix my account by bringing my license in again because they didn’t believe it was me. I’m not really sure what is going on but this is wrong. All I was trying to do was get cable and internet at my house and I’m being punished. 

Accepted Solution

Official Employee

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257 Messages

11 d ago

Hey there, I am so sorry about your situation I know how difficult it is to lose a loved one, and to add this headache on top of that is never ideal. Send a dm to XFINITY SUPPORT with your name and address and I can get the ball rolling on this for you. 

Visitor

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2 Messages

11 d ago

Thank you. How does one DM? 

Official Employee

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257 Messages

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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

Visitor

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1 Message

I am signed in but don't see a Direct Message icon anywhere on this page.

XfinityEthan

Official Employee

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523 Messages

Try to clear cache and cookies or use a different browser.

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
BruceW

Gold Problem Solver

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23.1K Messages

11 d ago

@user_c9e7b0 wrote: "I am signed in but don't see a Direct Message icon anywhere on this page."

You should start a new topic with your question or a description of the problem you are having. Posting on threads others have started may not be sufficient to enable the "Direct Messaging" icon.

When the Direct Messaging icon becomes visible to you, you still shouldn't use it unless you are asked to do so.

Visitor

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1 Message

10 d ago

WE can not connect the app to the phone was on hold for long time on with a rep and then hung up... 

Official Employee

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33 Messages

Hello, @user_d7cc20, thanks for reaching out to us and sharing your experience and the app issues that you have been experiencing. We would want to turn this experience around for you. What app are you experiencing this issue with? 

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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