Customer service NIGHTMARE for 6 months!!!!!!!!!!!

Thank you so much for taking the time to reach out to Xfinity Support @user_an2q9y.  We are so glad to hear from you and want to help in any way that we can to ensure you are having the best experience.  You have reached out to the right team, and we are going to get things ironed out for you.  So that we can get started, can you please take the time to shoot us a private message detailing your issue so that we can get started. 

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Anyone know a way to get in touch with someone high up who can actually help?

Email the CEO Brian Roberts or their customer lead which I think you can google. They don’t listen. They don’t care.

I just sent this to every CEOs email I could find it’s not just you a lot of people are having sooooooo many problems. I’ve got years with them and never had a problem until now. Idk who took over and changed everything but someone needs fired!
This is being sent to every ceo/leader until this gets fixed. Idk if you guys even look at your reviews but for me to and see I’m not the only one……… I’ve been tryn to get a problem fixed for 4 months. I’ve spend 6 hours on the phone with someone before, 4 hours with another, 4 hours 45 mins chatting online and many other hour+ phone calls to be lied to, made to feel like I’m dumb, felt like they weren’t even listening and just wanted me off the phone and just kept putting me on hold to hope I’d hang up. This is so out of control it’s not even funny. I work at uhaul and was a assistant manager, and had to deal with customer action files from problems customers have had and I can have there issue fixed within 30 mins and most of that time is just me hearing them out. 6 hours on the phone with your people is out of hand and I didn’t even make any head way. I have never been rude to your people other then one for wasting me time and lying right to me and all I wanted was transferred to the shipping department. She wouldn’t transfer me and kept going over my bill then my shipping info and I kept telling her the issue I have she can’t fix I need the shipping department. She kept going on that I had to call fedex and change the signature required and I kept telling her I just got off the phone with fedex with there manager and Xfinity is the only one that can change that. She kept telling me I had to so knowing customer service does not call FedEx I told her OK call FedEx and she said OK and put me on hold for like 2 mins and came back and said I just spoke with them and they said I had to call them to change it. I told her I don’t appreciate being lied to as I said I just got off the phone with FedEx‘s manager and I know for a fact, customer service does not call FedEx and on top of that it does not take two minutes to get through to them. Give them the tracking information and get back to me with the correct answer. So I asked for her manager she put me on a hold for 40 minutes and since I didn’t hang up, she deleted my eSIM to end the call leaving me with no service for hours till I got home and was able to get on my laptop and talk to somebody online to get a new eSIM. I haven’t even looked at the bill after that to see if I was charged another activation fee, but I might’ve been. So I lost eight hours of overtime for that because she couldn’t do her job. You guys shipped the phone through FedEx ground and they don’t hold packages and every day that they were delivering I was at work three attempts they ship it back to you. I tried to get ahead of that to get my phone and have it delivered at like Walgreens so I could pick it up after work. I had to uncover my bosses shift that would’ve got me eight hours overtime and inconvenience somebody else to come cover that store to sit at home and wait for this phone to come because she couldn’t just transfer me to the shipping department. I have charges on my mother‘s cell phone number even for just the one minute for international calling to Canada or Mexico, but that’s included in the service. Nobody cared to look into that. I had another guy tell me I’m being charged activation fees because I don’t have home Internet and I’ve had home Internet for like 6 to 8 years. Had another guy when I was trying to get a hold of your customer care team. Somebody specifically asked him to transfer me to the care team or to that person and he put me on hold and then transferred me to T-Mobile and I have a video of that no idea why wasn’t rude to the guy or anything But this is what’s happening with all your foreign call services. Called another time and spoke with another customer service rep and the lady again tried going over my bill and doing things and I tried telling her I don’t need to know any of that. I know all this I have a different concern she’s trying to refund me for something that I’ve already got settled for. I told her I just need to speak with your manager so she finally after 20 minutes. Transferred me to a manager and a manager got on the phone and immediately went back to trying to issue me a refund for something. I just told the previous girl was already settled and was all smart and ignorant like OK what are you calling about that? She lied to me and didn’t wanna look anything up and sounded like she just wanted me off the phone and then ended up like hanging up on me but transferred me back to the original call service person without even letting me know anything and I gave up on a phone call. The people I chatted with online for four hours and 45 minutes kept running circles. They’re the ones that tried to tell me I didn’t have home Internet service and that’s why I was being charged activation fees every month like none of your people know what they’re doing or know what they’re saying they just know how to read what my bill says and that’s it. The very last guy I talked to right before I spoke to him. I was on the phone with another manager, asking for a phone call to be pulled and she told me they can only pull calls from 30 days. She ended up putting me on hold. I hung up the phone and called the last guy I spoke to And before I even gave him any information asked him how far back can you pull a phone call and he said six months like somebody else that already told me that too. I said OK here’s my information. Let’s see if you can help me. The guy was very nice. He did a lot of digging for me. He got employees ID numbers and names the dates and times of the phone calls All the way back from the start of me getting these two phones in September to the very last person I spoke to he said he was gonna pass the information along to his manager, and to give them a couple days which I completely understood and appreciated that his manager will call me back in a few days once he reviewed the phone calls Said thank you. talk to them in a few days. That’s been like 3 weeks now and I still haven’t hear back and yet again I’m still being charged the wrong amount for my phone bill. I’ve even stopped in a store done talking to people and the girl listen to quarter of what I had to say, and went through and looked cause at this point I’m starting to think I’m wrong. she pulled my account up, looked at it and said OK. They didn’t transfer you to the GEN five on the tablet that’s gonna save you $20. They didn’t add this. They didn’t add that went through my whole thing fixed. It gave me a $20 credit and it brought my bill to like 121 which it should’ve been 141. I seen all this on her screen. She showed me she pointed it out. She said this is what your bill is gonna be from now on. I was still charged $195  after she fixed it. Now her adding the GEN five to the tablet took $20 off but before that when I got sold these two phones the guy told me my bill will be like 161 160 something. I had just paid my other iPhone off and the only reason I called in was to ask about adding a second line to it. The guy told me I couldn’t do that. You guys didn’t offer that but I later found out you guys do, but the phone has to be paid off so mind you I just had a phone. It was paid off and was able to do this. My new bill dropped onto 140 something dollars having that phone paid off. This guy tried selling me on two new iPhone 16’s. And everything he did at the end of it before I agreed to anything I asked him in total for all the phone numbers everything I have on my phone plan what is my total going to be every month and he told me 160 something for one year so $20 more than I was already paying more or less. Then after the year it will go up $20 cause I got one year free service bringing me back to what I was already paying at 180 something dollars.  I agreed to that one hell of a deal can’t pass it up as I went to sign the contracts. I told him and Nicole I don’t see any of these deals he’s talking about he said don’t worry about it. They’re there just sign it got the other contract said the same thing to him. Just make sure that we were clear and he said don’t worry about it. They’re there to sign it. My first bill was a little high, which I didn’t really look into cause I assumed because of the activation fees it would be my second bill was $195 and I never agreed to that. I have asked for that call to be pulled multiple times and you guys to honor what your guy told me I was getting cause I never would’ve agreed to go from paying 140 something dollars to almost $200 when I didn’t even need the second phone right now. So for the past four months, I’ve been overcharged. I was told by the guy that sold me that’s what my bill would be. I was shown in person by one of your people in the store what my bill is going to be and I’m still being charged $195. I kid you not when I say I did not need that second phone. You can look up the service on it. The phone is turned off right now and it has been off with no usage really. None of your people even show any compassion or even cared to try and resolve an issue or even try and throw you know here’s 50 bucks off for your inconvenience other than the chick in the store that gave me the $20. So i’m giving you guys one last chance I want somebody to look into this and listen to all the phone calls. Read all the messages. Do do all your homework and then call me with how you guys are gonna fix this and make up for all the wrong doing that has been done over four months over the simplest fix that should’ve taken one person to fix. Sprint used to be the company with the worst customer service and your team has now beat them by 400%. So please look into this. I don’t want to explain any of this over again to anybody else I wanna call with an answer and a fix. I have lost money over this. I have lost time over this. I’ve been stressed and frustrated over this I want somebody from the United States of America that speaks English to call me. If I don’t get this resolved this time I’m going to take action further and start reporting this to news companies reporting this to the Better Business Bureau and might even use my lawyer I have through my job and you guys can pay a lot more than what I’m just asking for you guys to just fix and compensate for. If any of you put yourselves in my shoes, not one of you would’ve tolerated this as long as I have.  

We have been on the phone with various overseas representatives for the over 6 hours in the last two days.  They do not know the products,  tell us one thing but provide another.  Are the calls recorded?  Who can listen to my specific calls to better train staff and to provide what was peonies at the price it was quoted?  It seems they say what the customer wants to hear just to get us to hang up.  Very frustrated and want to be compensated for my time dealing with this ridiculousness. Transferred at least 6 times,  with a 10- 20 minute wait each transfer and at least 4 call backs.  I need a direct number to someone in corporate.