Visitor
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1 Message
Complaint
I am writing to formally express my frustration and disappointment regarding the ongoing negative customer experience I continue to encounter every time I contact the Xfinity chat support team regarding my services and billing concerns.
Over the past several weeks, I have experienced multiple internet outages, lagging network performance, and unstable service that has severely impacted my ability to work from home. Due to these repeated service interruptions, I have been unable to work for the past few days, which has caused both financial hardship and unnecessary stress.
In addition to the ongoing service issues, I have also experienced extreme frustration with the support process itself. I repeatedly requested to speak with a supervisor due to the misinformation, lack of communication, and poor assistance I was receiving from the representative. However, my requests were refused multiple times, which only escalated the situation further and left me feeling unheard and unsupported as a customer.
At this time, I am currently experiencing financial hardship as my debit card was recently compromised due to fraud, leaving me without immediate access to make a payment using my card. I have also been frustrated by the lack of flexibility in payment options, specifically the inability to conveniently use my account and routing number to make payments on my account.
Considering the ongoing outages, poor service experience, and my current situation, I am respectfully requesting an extension until June 1st to make my payment. More importantly, I am requesting immediate escalation to a higher-level manager or leadership team who can properly review my account, address these ongoing concerns, and provide a resolution.
As a long-time customer, I expect transparency, professionalism, empathy, and reliable service — all of which have unfortunately been lacking throughout these interactions.
I look forward to hearing from someone in leadership regarding this matter as soon as possible.
XfinityThomasA
Official Employee
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3.5K Messages
15 minutes ago
Our team is here to help. We’d like to ask a few questions so we can better understand what happened. From there, we can work toward resolving your service and billing concerns while also making sure your feedback is shared with the appropriate team for review. Please send us a Direct Message.
On a Desktop:
Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.
Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.
In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.
On a Mobile Device:
Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.
In the meantime, I also wanted to provide a few helpful resources that outline how you're able to make a payment on your Xfininity account along with the flexible options availble:
Flexible payment options: https://www.xfinity.com/bill-pay/flexible-payment
Installment plan for past-due balance: https://www.xfinity.com/support/articles/installment-plan-balance-due
Set up a payment arrangement: https://www.xfinity.com/support/articles/set-up-payment-arrangement
How to make a payment: https://www.xfinity.com/support/articles/pay-your-bill-echat
We’re here for you every step of the way, and we’ll do everything we can to help get this resolved.
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