Complaint resolution

I have been on the phone with a total of 9 different agents. No one seems to be able to correct an issue. Rather than attempt to solve an issue, they have disconnected my watch service as well as my primary cell number in retribution. I continue to get the run around from every person I speak with, each asking for the complete issue to be retold and no action being taken. I have a total of 3 escalation tickets, just receiving text messages that they have been closed. Convenient that they are closed without customer resolution. Total run around for 6 hours so far!

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XfinityChristy

Official Employee

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2.7K Messages

15 hours ago

user_f2e049 Hello and thank you for reaching out via our Xfinity Community Forums. I am sorry for the experience you have had so far. Being transferred from person to person, having services disconnected, and seeing tickets closed without any resolution is incredibly frustrating, and you should not have had to go through that. I understand how upsetting this has been, especially after spending so many hours trying to get help.

I want to make this easier for you and take a closer look so we can get things moving in the right direction. When you are ready, please send us a direct message with your full name and service address, so I can pull up your account and get started. If you have the ticket numbers from the escalations that were already created, please include those as well. That information will help me see exactly what has been done and what still needs attention.

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 here to help and will stay with you until we get this sorted out.

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user_f2e049

Visitor

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5 Messages

yet another run around from Xfinity to have the customer complete tasks that lead to no where!

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14 hours ago

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user_f2e049

Visitor

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5 Messages

@XfinityChristy I eould like to update my complaint to reflect now 11 agents, and empty promises of a return call from a supervisor. I am broken hearted to see that Xfinity find no reason to take action about the dangerous activites of your agents.

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8 hours ago

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XfinityDilary

Official Employee

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3.3K Messages

user_f2e049 We'd like to help! Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

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8 hours ago

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user_f2e049

Visitor

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5 Messages

8 hours ago

I have already done this.

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Customer Service

user_f2e049

Complaint resolution

XfinityChristy

user_f2e049

user_f2e049

XfinityDilary

user_f2e049

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