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user_3i6nvt
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Wednesday, September 11th, 2024 8:37 AM

Complaint Regarding Unresolved Issue and Poor Customer Service

  

Dear Xfinity Customer Service,

I am writing to express my extreme disappointment with the service I have received from your company. I have been trying to resolve an issue since February, but despite my repeated calls, I have been given the runaround with no resolution in sight. 

On multiple occasions, representatives promised on recorded lines that a supervisor would contact me, but no one ever did. It is clear these promises were made just to get me off the phone, which is completely unacceptable. To make matters worse, my service was interrupted, and I was charged a late fee. The customer service representatives I spoke with were rude and unhelpful, adding to my frustration. After spending hours on the phone without any results, I ultimately decided to pay the charges simply because I was exhausted from fighting.

On top of that, despite having paid, I still do not have internet access, and it has been two days without service.  

This issue does not end here. I will be requesting all recorded phone calls related to my case and considering legal action, as it is clear that Xfinity does not prioritize its customers. I also intend to create and share videos on social media to bring attention to the poor service I have received, including the names and information of those involved. Additionally, I will be filing a formal complaint with the Better Business Bureau and submitting a consumer complaint to the appropriate regulatory authorities.

I hope this matter is taken seriously and that immediate steps are taken to rectify the situation.

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4 months ago

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XfinityMichaelC

Official Employee

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4.1K Messages

4 months ago

Hello, user_3i6nvt! Thanks for reaching out to us on the forums! I apologize to hear of the experience you had when calling in to get help. We also appreciate the feedback you have provided. Can you provide more insight into the issue you are having? What is just a billing issue?

 

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user_3i6nvt

3 Messages

This is a follow-up to my previous email regarding the ongoing issues with my internet service and the misleading promises made by several of your representatives.

Since signing up with Xfinity, I have faced daily internet outages starting in February, severely impacting my ability to work from home. Despite my numerous calls and requests for clarification, I was given assurances that were never fulfilled. This includes promises of refunds, compensation for lost income, and, most recently, a statement by one of your representatives that I would not need to pay for my internet or mobile services for the remainder of the year. Trusting this information, I stopped making payments, only to find out months later that this was not true.

As a result of this misinformation, I was charged late fees totaling over a thousand dollars. I have requested several times to speak with a manager, but each time I was told one was not available. I was assured that call recordings would be reviewed, yet I have received no updates, leaving me back at square one.

I am extremely disappointed with the way Xfinity has handled this situation. Your company has not respected its part of the contract and has allowed its representatives to make false promises on recorded lines. I have lost a significant amount of income due to service outages and have been subjected to undue stress and financial hardship because of your mishandling.

I urgently request that this matter be escalated to a senior manager who can provide a proper resolution. I expect a full review of all related call recordings, a refund for the erroneous charges, and compensation for the financial losses I have incurred due to your unreliable service and misleading information.

I hope to receive a prompt and satisfactory response to resolve this matter once and for all.

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4 months ago

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XfinityGabriel

Official Employee

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2K Messages

 

user_3i6nvt, Thank you for sharing these details. This is definitely not how we want you to feel. I am sorry to learn about this experience with the loss of income, undue stress, and financial hardship. You've come to the right place. We will do everything within our power to rectify this experience. We are a team of expert specialists who are dedicated to providing solutions to billing concerns such as this. At Comcast, we strive to ensure that you receive the services that you pay for and will provide compensation for the services charged while down once the issue is resolved. How are the services currently working for you? Are you still experiencing those interruptions?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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user_3i6nvt

3 Messages

4 months ago

Thank you, and I look forward to your assistance.

no at the present moment I’m not experiencing interruption.

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XfinityJosephA

Official Employee

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1.5K Messages

We can take a closer look at your account history and the services you currently have.  You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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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4 months ago

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