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user_dolig3
1st Topic

2 Messages

Wednesday, August 28th, 2024 4:24 PM

Closed

Direct Messaging support

I have tried 3-4 times , everytime the agent gets to the end of " checking my resolution" the chat window ENDS and I'm unable to connect.

Calling the number only directs me to online support and chat will no longer start a chat with an agent.

I'm sick of this run around every time I need something resolved.

This type of service is unacceptable.

please enable direct messaging so that i can resolve charge disputes on my account.



Question

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Updated 

8 months ago

51

2

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XfinityThomasB

Official Employee

 • 

1.9K Messages

8 months ago

Thank you for reaching out user_dolig3. Can you please provide some background on the charge in question? Appreciate you taking valuable time to reach out. 

2

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user_dolig3

2 Messages

I was charged for an onsite visit to fix my "Advertised" speed limits , my modem was replaced and line cleaner installed and we were finally able to achieve the advertised 800 Mbps.

These two things weren't my problems and I was charged 100 for the visit , as I did not request this and it was requested by the service agent I was told i would not be charged.

I've spoken with 1 agent about 2 weeks ago who said Financial Department would take care of this charge and to have no worries.

the second agent I spoke with close the chat before he was able to finish "checking" with the Financial department on the charge.

In the mean time I'm being charged late fee's for not paying a charge I should not be charged for.


 

8 months ago

0

XfinityThomasB

Official Employee

 • 

1.9K Messages

Gotcha! We can easily investigate this from our end. Our team is based out of our corporate headquarters and value your satisfaction very much.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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
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

8 months ago

0

XfinityMartyR

Official Employee

 • 

2K Messages

8 months ago

Thanks again for your post, and reaching out user_dolig3. I'm glad we were able to work with you in a direct message to have all of your concerns addressed. Take care! 

 

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