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Friday, April 18th, 2025 9:25 PM

customer support complaints

Is there somewhere to submit complaints for the online chat agents blatantly lying to get me to sign up for a new promotion?  I called the person out on the false information they were providing and they magically started having connection issues then disconnected me.  The next agent confirmed that the previous agent was not being truthful.  I asked to talk to a supervisor and that person couldn't provide accurate information so I have my doubts that was truly a manager.  I have the transcripts and took a screenshots of the entire conversation.  Is there a place to submit this so it doesn't happen to others?

Expert

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110.5K Messages

1 month ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

2 Messages

1 month ago

Ok, so what is the process to submit the complaint?  The transcripts and screenshots have personal information so I won't post it on here.  Is there a customer service department to take this complaint to?

Official Employee

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800 Messages

Good morning @user_ce8da4 I apologize for the poor experience you have had. We would be happy to assist any way we can and would welcome any feedback you have for us.

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

 

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

Visitor

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1 Message

18 days ago

I have called Xfinity over and over and over again over the last half dozen years, all on the same problem. I’ve had four or fine tech visits to my home.  I’ve had a new cable line run to my house but the problem still is the same. I spent well over a half hour on the phone last night and I calmly explained to their tech that a problem that is affecting both TV and internet isn’t going to be related to the in home equipment only to hear a dozen apologies and here’s the equipment I'm looking at now updates when she pops back on the phone. Yes they all try hard yo be polite and maybe even to help but if Xfinity spent more time on technical training and less on how to be sickeningly nice it might help. Their new duck and dodge is “I’ll escalate the issue and you’ll get a text on where we stand at 9AM tomorrow”.  Well for the fourth straight time I’ve heard that line, there was no call, text, or email in the morning on the issue. They did send a text on would you recommend Xfinity survey questions.  The more I call the more I realize the tech is actually speaking to multiple customers at once and may very well actually no working on my issue at all. I also wonder what Xfinity would do if I handled their bill payments the same way they handle customer support tech issues.  My issue is clearly an outside tech issue which one tech that came to my house explained “outside techs” aren’t allowed to interface with customers because they have no customer service skills.  Evidently Xfinity doesn’t realize how bad their customer service practices actually are. Having worked in management my entire working life, Xfinity has a management issue that looks like a tech issue mostly because upper management isn’t really dedicated to fixing it!  

Well it’s obviously time to fire Xfinity!  

Official Employee

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1.7K Messages

We're sorry to hear that this has been your experience so far. We are happy to help, may I please ask that you sen us a direct message with your full name and service address? 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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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