Customer service doesn’t follow through on promises

I need documentation to proof that I paid off my phone balances to be reimbursed by my new cell carrier(spectrum). Xfinity service agents have repeatedly promised to email this documentation within 48 hours. Weeks later and many unfulfilled promises later, I feel no closer. Why would Xfinity allow customer service to lie and frustrate customers?

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XfinityNatalie

Official Employee

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771 Messages

1 hour ago

Hey there, user_l8j793! We appreciate you reaching out this weekend with your documentation request to show the new carrier proof of your paid off phones. Have you tried the following steps below?
-Sign in to your account and go to Account or Billing, then select Bill details. Tap Statement History and choose the month your payoff was made. Select Statement PDF to download your invoice, which shows your previous balance, payment date, and itemized charges.

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user_l8j793

Visitor

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2 Messages

Yes, I have tried that and no it’s not there. I’ve also gone to an Xfinity store, no help. So they had me video chat with an agent from store, again no help. I’m frustrated and now angry as I feel customer service agents are not acting in good faith. 4 separate agents have promised I’ll receive an email with needed documentation. Yet, they haven’t sent one email to me????

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1 hour ago

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XfinityNatalie

Official Employee

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771 Messages

user_l8j793, Thank you for trying those steps. We can definitely look into this for you. 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, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) 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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1 hour ago

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