1 Message
Constant uncomfortable experiences with xfinity chat
I'm not sure if Xfinity is training their chat customer service agents to engage like this, but it makes me very uncomfortable. Whenever I have to interact with Xfinity, the chat agents ask weird uncomfortable questions and use a lot of emojis. Beyond asking how my day is going, which I guess is probably okay but still weird. I've been asked how was my weekend, how's the weather where I am and more detailed questions about where I am, what I do for work, and details about my pets.
Immediately, this sets off red flags that yell scam. Maybe I'm an overly cautious person, but these are potential password details for many people.
At one point, an Xfinity chat agent told me I won a free iPhone. That's just a straight-up scam within the Xfinity customer service system.
I've tried repeatedly to switch services but in my area there are few options, particularly affordable ones. They need to fix this.
XfinityBillie
Official Employee
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3.3K Messages
1 year ago
@user_b4malv We appreciate your feedback and taking the time to reach out to us here on our Xfinity Forums. I'd love to be able to get the feedback to the correct team. Please send us a DM to Xfinity Support with your full name and address to get started.
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darelldd
New Poster
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2 Messages
11 months ago
I'd like to chime in with a similar complaint. I've been with Xfinity for many years. I have been asked to call in each year to check on the best promotion for me (why can't Xfinity just automatically put me on their best plan without me having to beg for it?). So yesterday my last promotion ended, and I called in. The agent was so inattentive and aggressive, that I was immediately uncomfortable. He told me how much help he was going to be giving me. And really looked forward to giving me that help. Total waste of time. He then began asking personal questions, and even questions about my Xfinity account. When I asked why he needed information that should already show up for him, he said "I'll only tell this to you one more time. I need this information to confirm who you are!” Note that this is at least 10 minutes into the call already. I said "I'm uncomfortable with this call" and he hung up on me. Customer service hung up on me.
Next I tried using chat. And the waste of time was immediate. Eight times the agent sent a boiler-plate paragraph telling me how happy he was to be able to help me with my issue. All I did was ask for a promotion and the "happy to help" messages just kept coming with slight variations. I finally asked if he could actually answer my question. Then he said, yes he was researching (15 minutes have passed at this point) and he says "in the meantime, can I ask how your day is going?" Man, I am so sick of that. My day is great except for this experience! Next the agent chastised me for "toggling away from the chat screen." How does he know that I'm in another window typing an email while I wait through the incessant delays between responses from him? I became uncomfortable. And then he asked me for my checking account number. I exited from chat immediately.
What is going on with Xfinity? Where is the professionalism? Why do I feel like I'm being scammed every time I make contact?
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user_af17gm
1 Message
11 months ago
Hi this happened to me today. I was trying to figure out a billing issue and they were trying to sell me a IPad and of course I thought it was real since it was through the Xfinity app. I have called multiple times and they have yet to explain how this has happened. I ended up giving away my social and my date of birth through this link that they sent to me and I can also only use Xfinity in my apartment. How do I message you as I really need Xfinity to fix this as this has never happened to me before and I hope this never happens to anyone again.
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