Customer service representative violation of policy / fraud

A change was needed to my Xfinity plan. I contacted the Xfinity chat to get that taken care off.
The customer service representative provided an offer that sounded okay with me. They asked confirmation by sending a link.
When reviewing the information, the offer included features and requested my consent about policies that I don't want. Therefore I didn't proceed with the requested information.
I informed the service representative via chat, and they informed me that I should not worry, that my confirmation went through. That happened without my consent.
In a subsequent conversation by phone, another representative told me that the agent made a 'manual overwrite'. They also told me that not could not be undone.
I have now two problems:
- I have a plan that I didn't consent to.
- The plan had a data sharing clause with third parties that I didn't consent to.
I guess the agent needed to meet sales quota and didn't care about my refusal.
Consecutively, I was on the phone for more than two hours with a variety of representatives across a variety of departments. To keep my assessment polite, let me just say that they were not helpful and wasted my time.
My question is: who at Xfinity should be informed about these type of illegal actions? Who can help me correct my subscription, and how can I file a complaint for violation of privacy laws?

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XfinityDuron

Official Employee

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284 Messages

29 days ago

Hello @user_ow4gr5, I do understand how this situation can become extremely frustrating. What exactly were you looking for in a plan that you did not receive?

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user_ow4gr5

Visitor

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6 Messages

Thank you for your message. I provided ample explanation during two hours of phone calls and it is in the chat history. It is not the point of my outreach here. The technical problem will be taken care of by switching to another provider, although it is annoying to go through that hassle.

What I am very concerned about is not the technical problem but the legal problem of violation of policy, likely illegal behavior, and the violation of my privacy. This is not about frustration. This is about business ethics and the violation of my rights. As an Xfinity employee, you should be concerned about that and I invite you to please provide information regarding where I can file a complaint for internal investigation within Xfinity. The first line customer service representatives can't help me with that.

So far, Xfinity's response has been very inadequate, except for the verbal confirmation from two call center employees who confirmed that this is a grave violation of internal policy. Alas, they had no information regarding how it can be rectified or where I can file a complaint.

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29 days ago

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Again

Expert

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32.8K Messages

@user_ow4gr5

You can give feedback here:

https://www.xfinity.com/support/svp-contact-form

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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29 days ago

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XfinityJoe

Official Employee

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1K Messages

Good morning @user_ow4gr5, our team can help.

Please send us a DM with your full name and address to Xfinity Support.
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" (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

See https://comca.st/3kYXwkR for an example

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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29 days ago

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user_ow4gr5

Visitor

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6 Messages

@Again
Please send me the name, email and phone number of someone in your legal department (director level or above). I don't have time for endless phone calls or online chats with uninformed operators.
Thank you.

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29 days ago

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XfinityJoe

Official Employee

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1K Messages

@user_ow4gr5 You have reached the corporate office, and we are responsible for handling escalated issues. We look forward to your direct message so we can assist

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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29 days ago

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