Customer Service Puposefully Disconnecting to Avoid Assistance

I have been trying to resolve an issue with being billed for a service that was not provided each time.I've called in the matter has not been resolved.And when being transferred to a supervisor they dropped the call.I have tried to call many times over this past week.And the same thing happens, it feels like you all purposely dropped a call to not have to resolve the issue.And when I call back and ask to talk to the supervisor and to have a review of my notes, the same issue happens again and they tell me that the previous ticket was closed.So you are purposely ignoring the issue and the customer service is subpar, and the people that I talk to have been rude.And not willing to listen

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XfinityBillie

Official Employee

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3.7K Messages

2 months ago

user_7fkng0 We appreciate your time in reaching out to us here on our Xfinity Forums. I can definitely understand the frustration this situation has caused. Our team would love to take ownership of this concern and review the account to see how we can help you with a resolution. Please send us a DM to Xfinity Support with your full name, address and more detail regarding the service that you weren't provided.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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user_7fkng0

Visitor

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2 Messages

The above mentioned way of contacting you is exactly how I have been doing it for the past week and still being disconnected by your team.If you want to help resolve, have a supervisor contact me directly

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2 months ago

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XfinityBillie

Official Employee

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3.7K Messages

user_7fkng0 Just to clarify, sending us a DM to Xfinity Support via Xfinity Forums direct messaging routes you to our amazing Digital and Social media team. It sounds like you may have been using the Xfinity Assistant since I don't see any history of DMs with our team here. Please send our team a DM using the directions provided above so that we can better assist you. We do need to collect the account information, and to protect your privacy and the security of the account we will only ever ask for that information to be sent to us via DM.

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2 months ago

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user_hyx34e

Visitor

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1 Message

17 hours ago

This exact same thing happened to me!!! and happens all too frequently when I call for help. Either you get dropped, disconnected or transferred, taking a ride on the Xfinity merry-go-round only to wind up where you started. Also when changing services, billing charges seem to become higher after a confirmation email states otherwise...and much lower. This is highly illegal, by the way.

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