Customer service callback

the customer service bot offered a callback in 30-60 minutes. That was 5 hours ago. Should I keep waiting for the callback?

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XfinityMarshante

Official Employee

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599 Messages

4 hours ago

Hello @jim1429, thank you for taking the time to leave a post. Sorry to hear that you requested a follow-up and haven’t received one yet. That’s definitely not the experience we want for you. I’d be more than happy to assist you here. When you have a moment, could you please share a few details about the issue you're experiencing? I’ll do my best to help get things moving in the right direction.

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jim1429

Visitor

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2 Messages

Sure

I have a question on an erroneous charge on my xfinity bill. I called your customer service line and could not reach an agent. I accepted your bot call back option to speak with an agent. However that call back has not happened after waiting 7 hours so far. Should I keep waiting or go to bed?

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1 hour ago

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XfinityJustinM

Official Employee

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354 Messages

@jim1429, that is certainly a good while to be waiting. As you may know, many companies faced technical difficulties today with their systems. I am not exactly sure if this is linked to that, but it seems like a reasonable deduction. With that being said, our team can surely review your account. If you'd like to get some rest just know that we are here 7 days a week from 6:00AM EST to 1:00AM EST. When you have a moment please 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.

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.

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58 minutes ago

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