Complaint

I am responding to my prior note of frustration with recent experiences attempting to reduce my monthly bill.

Reaching a live representative is ALWAYS extremely difficult, and when I do connect with someone, my concerns are often not properly heard or addressed. The most basic expectation of customer service is active listening, yet I repeatedly had to restate my situation due to both communication challenges and poor call quality.

My request was simple: I wanted assistance lowering my monthly bill. However, instead of addressing this, multiple representatives attempted to make changes to my internet service. I made it very clear—several times—that I work from home and that my internet service should not be altered under any circumstances. Despite this, unauthorized equipment was shipped to my home, resulting in additional charges—the exact opposite of what I requested.

Additionally, I was enrolled in a sports package that I did not want. I do not watch sports at all, so this add-on is both unnecessary and inappropriate. I was also assured by multiple representatives that my bill would be reduced and that I would receive credits. None of these promises were fulfilled.

Ultimately, I was forced to visit an Xfinity store in person to return the unsolicited equipment and speak with someone directly to resolve the issue—something that should not have been necessary.

This experience has been extremely frustrating, especially as a loyal customer. I expect better communication, accountability, and respect for customer requests.

I am requesting the following:

• My visit to the store corrected my Cable TV lineup - but rep was not authorized to provide credits.
• I want to make sure the equipment I returned is OFF my profile and statement.
• Application of any previously promised credits

I would appreciate prompt attention to this matter and a resolution that reflects the level of service customers should expect.

@user_avbuey I am sorry for the frustrating experience overall and we agree you should not have to go out to a store just to get some basic questions and plan changes addressed. We'd be happy to confirm the equipment was removed and any changes to the plan made by the store agent. To get started please send us a direct message with your full name and service address so we can locate your account. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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.