Visitor
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2 Messages
Corporate Escalation
I need to speak to someone about opening an investigation against at least two employees.
#1 My services were disconnected without my permission or signing for consent. This action cost me a full day of wages because the call center agents couldn’t turn it back on. It took two store visits and a call to retention to get my services back to what I had at a similar price. Today my account says I’m past due on my bill even though I paid this month and “started” services yesterday.
#2 Retention employee lied on the recorded line about reinstating services. I asked her twice about not seeing it on the consent form and she replied it’s included. I visited the store after this and not only were the services not included, she added a gateway to ship for a fee and an extender mailed for and other $15 month.
I would like someone from corporate that will address this appropriately not an outsourced center.
XfinityMarshante
Official Employee
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1.2K Messages
2 hours ago
Hello @user_wnsm6c, thank you for taking the time to leave a post. Sorry to hear about this experience, and I can completely understand why you’re upset. Being disconnected without your permission, losing time from work, trying to get your services restored, and then finding unexpected charges and missing services afterward is incredibly frustrating. That’s certainly not the experience we want for any of our customers. We’d like the opportunity to help get this properly reviewed. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, click the "New message" icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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