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Sunday, September 17th, 2023 5:33 PM

Emailing a written complaint

What is the email address for me to send a written complaint about customer service?  I have been bounced around on the chat agent service, talked with multiple people on the "phone" customer service and no one can address my complaint.

Official Employee

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1K Messages

10 months ago

Hello @user_fdf6c0, thank you for taking the time to reach out on social media.  You've reached the right department, and I'd be happy to check into this for you.  
To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

1 Message

So I'm not seeing this "direct message" etc. on this Forums page.  I too would like to lodge a complaint about (lack of) support from Xfinity in helping me eliminate the influx of [Edited: "Language"] email that started about 3 or 4 weeks ago.  I'm a retired IT manager so I'm aware and sensitive about surfing the Net and going to forbidden places - you never know what can or will get started - so I stay away from that.  How this [Edited: "Language"] started is beyond me.  Can you please give me an email address to use for voicing my frustration?  The " [Edited: "Personal Information"]" is worthless - I've forwarded 50+ of these spam messages and all I got was the automated reply email message thanking me for contacting abuse.  It really gets frustrating when you cannot find a person to talk to that is knowledgeable, technically competent, willing to help and not read back the company script, and speak in an accent that I can understand.

(edited)

1 Message

@XfinityKrista

To whom this may concern,

    Prayerfully all is well with you and yours!
 
    I first want to preface this email by saying that this is not a letter to request changes in my current package  ...  I wish to keep the package that I am currently grandfathered into ...  I am appealing for a "reduced package rate" for a dedicated patron like myself ...
    I am [Edit: Personal Information]; a 68 years young, disabled senior citizen who has been a patron of your 'residential' viewing services since the 1990s ...  My family and I have enjoyed streaming, watching and staying tuned in to television, using the internet which has been so essential to my children and grandchildren; plus the telephone line services ! As a senior citizen I have subscribed to Home Security for the past few years and I do feel safer in my home !
 
   I am proud to share that in this retirement stage of my life I am an absolute television junkie and that is my 'favorite' pastime...  My disabilities have me living with limitations and I really enjoy watching television ...   Thanks to the various packages that I have subscribed to over the years, I am thankful to have enjoyed  so many viewings.
 
   I am struggling to survive on a very fixed income that just hit the $1,000 per month - mark due to the cost of living increase .  I am sad to say that my Xfinity monthly payment of almost $400 imy largest monthly expense and I am struggling to keep that up.  I have insurance, medications, utilities and food expenses etc...  as well and I am reaching out to your companies to plead for a package that is more Geared to Senior Citizens on a fixed income plus 30+ years Customers that have been with your services for so long !  
 
   Don't get me wrong, I enjoy everything that Xfinity has to offer and DO NOT care to change the package that I am grandfathered into ...  I am hooked on this package and just wish that it was less expensive ...  I do pay separately for Starz and Paramount Plus ...   I have in the past been offered a promotion for a year or two at a time on the package that I have, however for the past year or so, there has been NO Promotion attached; and for that I am really sad!
 
   Please if you can find it in your heart of budgets to compose a discounted method to apply to your dedicated SENIOR CITIZENS and dedicated 30+ YEARS CUSTOMERS; I really pray that this is something your company can begin to think about ...  
 
Continued Blessings,
user_iheco1 [edited: personal information]

(edited)

Official Employee

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1.1K Messages

Hello user_iheco1

Thank you for getting us in the loop on this. We would love to help investigate. I have your private message here on our end, can you please edit and remove your personal information from this public post? Excited to help you get to the bottom of our options. 

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Visitor

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3 Messages

@XfinityKrista​ 

The sequence you describe to contact customer service by email bears no relation to what I see when I log into my account. There is no place to lodge a complaint for bad service.

Your web service is awful. Several times I have been in endless loops. https://www.xfinity.com/buy/plan/myplan causes a flashing sequence with no access to information.

Your telephone robot does not respond to simple questions except to repeat itself. I wanted to learn about changes in my plan but kept getting referred to account billing information. Your highly dedicated and personable telephone service operator also had trouble getting through to even give me appropriate information.

I have been a loyal customer. I pay thousands of dollars to Comcast/xfinity annually. I don't think I should be treated this way.

Official Employee

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793 Messages

Hello fredricvprice. The account billing information is the place to go when calling in and wanting to speak to someone about your plan. Customers can not change their package without speaking to a customer service rep. I understand the frustration with constantly going in a loop. We can also assist you on here to see what packages are available for you.

 

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Visitor

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1 Message

6 months ago

I am tired of trying to watch a Bruins game and 99% of the time NESN is pixelate or loses volume or both, it’s brutal

Official Employee

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1.1K Messages

 

Feudo74, Thank you for reaching out to Xfinity Support. Have you been able to run through any troubleshooting steps using the Xfinity app? It is a great tool to use when you are having any kind of technical issue with any of your equipment. Let us know if this helps. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 Message

5 months ago

Hi,
Is the below email request from Ms. [Edited: "Personal Information"] real?  I haven't heard from her for two days so far. Could it be a spamming message purported from Comcast customer service? Please advise.
Thank you,
Jeff

---------- Forwarded message ---------
From: Jingliang [Edited: "Personal Information"] < [Edited: "Personal Information"]>
Date: Wed, Jan 31, 2024 at 12:55 PM
Subject: Re: Following up on your recent Xfinity survey
To: Phillemon [Edited: "Personal Information"] < [Edited: "Personal Information"]>

Hi Phillemon, 
Thank you very much for your reaching out to me.
Yes, I will be available at the following time slots: 9:30 -10:00 am, PST, Thursday (February 01);
11:30 am - 12:00 pm, PST, Thursday (February 01);
Or 9:00- 10:00 am, PST, Friday (February 02).
 
Please let me know which time slot works for you and I look forward to hearing from you.
 
Best,
 
Jeff (Jingliang [Edited: "Personal Information"])

On Wed, Jan 31, 2024 at 8:01 AM Phillemon [Edited: "Personal Information"] < [Edited: "Personal Information"]> wrote:

Hello Jingliang,
 
My name is Phillemon [Edited: "Personal Information"] and I work in NED Billing & Retention at Comcast. I want to say thank you for completing our survey about your experience with Xfinity.  It sounds like we didn’t meet your expectations, and I want to apologize for falling short.
 
I attempted to reach you a few minutes ago. Your feedback is very important to us. It's essential to helping us continually improve the Xfinity experience for customers like you.  If you are willing and available, I would like to schedule some time to call and speak with you about your experience so we can make improvements. Please reply to this email with a few times that work best for you.
 
I look forward to talking with you.  We always want you to have the best experience possible, and we thank you for your trust and for choosing Xfinity.
 
Kind Regards,
Phillemon [Edited: "Personal Information"]

If you do not wish to receive emails like this in the future, please click here.

Comcast Cable, One Comcast Center
1701 JFK Boulevard, Philadelphia, PA 19103
Attn: eMarketing

(edited)

1 Message

5 months ago

[Edited: "Personal Information"]

February 17, 2024


Xfinity Corporate Office  
1701 John F. Kennedy Blvd.
Philadelphia, PA 19103

Subject: Formal Complaint Regarding Xfinity Customer Service and Technical Support

To Whom It May Concern:

I am writing to express my extreme dissatisfaction with the deplorable customer service and technical support provided by Xfinity on February 17, 2024 at 3:30 pm thru 8:00 pm. My experiences with your company have been nothing short of a nightmare, characterized by incompetence, unresponsiveness, and outright disregard for customer satisfaction.

It is evident that Xfinity's customer service and technical support teams are severely lacking in professionalism, efficiency, and basic courtesy. Dealing with them has been an exercise in frustration and futility, as my issues have gone unresolved for extended periods, if addressed at all. In addition, the level of technical knowledge exhibited by your support staff is wholly inadequate, leading to prolonged downtime and unresolved issues with my services.

Furthermore, it has become increasingly apparent to me that Xfinity operates in a manner that manipulates the market, effectively blocking out other cable companies from operating in the area. This anti-competitive behavior is not only unethical but also raises serious concerns about the integrity and transparency of Xfinity as a service provider.

In light of the aforementioned issues, I urge Xfinity to undertake a thorough review of its customer service and technical support practices to ensure that they meet the basic standards of quality and accountability expected of a reputable company. Customers deserve to be treated with respect, given timely and effective solutions to their problems, and have access to a competitive market that fosters choice and innovation.

I am requesting a full investigation into the matters raised in this complaint and a prompt resolution to the issues I have faced with Xfinity's services. If these concerns are not adequately addressed, I will have no choice but to explore alternative service providers that value their customers and operate with integrity.

I look forward to receiving a timely response from Xfinity regarding this serious matter. Thank you for your attention to this complaint.

Sincerely,

Michael [Edited: "Personal Information"]

(edited)

Official Employee

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1.2K Messages

@user_zt0g50  Thank you so much for your comment, and please note this is not the experience we want any customer to have when trying to reach out for help! You have reached out to the right place if you are still in need of help we will be happy to ensure you are taken care of. Since this is an older post about a different issue please feel free to make a new post with more details regarding what you were seeking assistance with to ensure you get the proper help!

{edited: added user tag)

(edited)

I am an Official Xfinity Employee.
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Visitor

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2 Messages

4 months ago

How do we fix a problem with a sales representative completely committing fraud & lieing? [Edit: All Caps]

(edited)

Official Employee

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1K Messages

Hello @user_49b928, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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Visitor

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4 Messages

4 months ago

I was with Xfinity for years and all of a sudden my bill tripled. I had internet and cellular service.  I live on a tight income of disability.  I do not know what happened and why but I called consecutively and tried to understand what and how to fix what happened.  I got absolutely no where! No one listened or even really understood what I was saying or cared.  My bill is over 400 dollars close to 500.  I will never be able to pay that amount nor do I feel I owe it. I think I am legally being stolen from.   How can and who can I talk too?  I am so frustrated and am tired of dealing with people who do not care about who I am.  They all say they will fix it and make it all better then never do a thing.   I’m tired.   Help?!?!?

   Thank you

Official Employee

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1.6K Messages

Hi, user_91eb0c

 

I can certainly help review this on my end. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.




 

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Regular Visitor

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5 Messages

@user_91eb0c​ take legal action. Xfinity will have to pay legal bills.

1 Message

4 months ago

Hi,  did you ever find out about a written complaint. I would like to know.

Official Employee

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1.1K Messages

 

user_fm2s61 Thanks for reaching out! You're more than welcome to create a post in our Community Forums about your concerns. We all would be more than happy to help! 

 

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Regular Visitor

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5 Messages

@user_fm2s61​ I would like to know too.

Regular Visitor

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14 Messages

4 months ago

Recently, when getting on a new contract (which I do every year) I spoke with an agent and they explicitly told me one price and what I would owe and how much my next couple payments would be and then I found out later in the month that they gave me false very incorrect information.  Instead of getting me accurate information, they spend their time pushing a phone plan that I had to repeatedly turn down, and I very early on express that I will not entertain getting their phone plan. 

My experience in updating my contract over the many years I've had Comcast/Xfinity has only gotten worse.  I feel like its been many years since I've had a customer service experience that has made a positive impression from Comcast/Xfinity and most of the time it's very negative.  Being sent around to several different Agents/Reps and having to repeat over and over again my issues to get nowhere, no accountability for mistakes made by agents/reps, being told I would get a callback in 15 to 20 minutes only to wait 4 or 5 hours without a call.  The whole experience is infuriating.  

Official Employee

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983 Messages

@MKib Hello, Thank you for reaching out on the Xfinity Community Forums. We are happy to look into the billing on the account for you. 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 chat" 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.
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Regular Visitor

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14 Messages

@XfinityJanelle​ What good would direct messaging Xfinity Support do?  I already provided all the information to several reps, was eventually told I was going to get credited for my troubles and Xfinity's rep making false promises, only to have the person schedule a callback (again) to "verify my identity" with the billing department.  Then I found out that the billing department had no idea what I was talking about, I had to explain again about everything going on and they didn't even entertain making things right in any way.  

From the sounds of it you want me to go through another long waste of my time only to be denied.  I'm tired of false promises and being mislead.  One of your reps/agents implied that I had to verify all information provided to me by rep/agents, claiming it was my fault for not checking my account more thoroughly and trusting the information I was given and I find that absolutely nuts.

Official Employee

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3.6K Messages

@MKib, I absolutely understand your concerns, and we truly apologize for any inconvenience or frustration you've experienced in trying to get these billing/account concerns all sorted out. This is never the kind of experience we strive for our customers to receive. My team would be more than happy to provide any further support or clarification needed. To review your account and billing details, please send us a Direct Message. Just in case, here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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

1 Message

these all are bots and useless. I am facing similar problem. I am going to write a official registered letter to them soon. pathetic support.

1 Message

4 months ago

Hi, I just recently moved on March 1, 2024 to [Edited: "Personal Information"]. Apparently the previous tenant never switched their service,  so I went the office in West palm beach,  FL on palm beach lakes on the 3/10/2024 around 5:10pm was there 2 hours,  I showed the girl my lease she took a copy and the address was never changed.  What is happening 

(edited)

Official Employee

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1K Messages

If you brought a lease in to the Xfinity store with your ID to confirm you're the new tenant they would right then and there set up the account, they would have to e-mail or text you a confirmation of the order. If you provided Xfinity with an e-mail address I would double check that e-mail address your confirmation order of your account

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

2 Messages

3 months ago

My cable tv has been down for almost a week and Xfinity customer support has no clue how to fix. Sent me to get a new box and that didn't work.

Official Employee

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3.6K Messages

Hello @user_fdf6c0! Thanks for taking the time to reach out to our team on our Forums. We appreciate you being a customer with us, and I am sorry to hear that your Cable has been down for a week. I definitely understand the importance of getting the service back up and running as soon as possible. 

 

My team is here to help and would be more than happy to get a tech scheduled since we have been unable to fix it remotely. Please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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

1 Message

3 months ago

Xfinity advised me to apply for ACP throughout the entire last year, and I finally applied and got approved earlier this year. The representative assured me that ACP would apply a $30 credit to my Internet Essentials, with any remaining amount automatically transferred to my Xfinity Mobile.

However, in reality, the credit from my Internet Essentials never transferred to my Xfinity Mobile. I called in March, and the representative told me to call 'next month,' which I am doing now.

 

Unfortunately, I've encountered unhelpful responses. I spoke with representatives from the Philippines, [Edit: Personal Information]. They did nothing but put me on hold for over 20 minutes, and the call got disconnected!

 

During my conversation with Jack, he said he will call back if call drops, but he never call! [Edit: Language]

(edited)

This comment has been converted into a post

1 Message

2 months ago

Day 3 of no televised Tiger game. My husbands loves nothing more than to watch the baseball games.

I don’t care what is going on between Xfinity and Bally, but it seems that Xfinity is putting profit before their customers.

And no, we cannot afford to add another channel/streaming package to our already too high of a cost.

Xfinity...step up to the plate and be loyal to your loyal customer, which have chosen you over Wow, Direct TV, Dish Network [Edit: All Caps], AT&T, and others I’m not aware of.

Shame on Xfinity 😡

(edited)

1 Message

2 months ago

Their service is horrifying! I can't believe I spend $350 a month only to have my service interrupted at least once a week if not more. I've spent hours with them on the phone and then spent 20 minutes driving One way to their office to exchange boxes, remotes, etc. only to have such inferior service! My husband and I spent 3 hours of our day on the phone with them trying to correct our issues, I'm too old for this and I'm paying way too much money for this aggravation inconvenience and inferior service.

Official Employee

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1.9K Messages

Hey there, user_syzysa, thanks for reaching out through Xfinity Forums regarding issues with your connection. We definitely want to ensure your services are working for you and I truly appreciate your ongoing assistance with troubleshooting. I would love to take a look at your account to help get this resolved for you once and for all.

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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

1 Message

2 months ago

Dear Sir/Madam the representatives at: XFINITY

Greetings

 

Addendum to my complaint sent to your company on 04/14/2024 regarding the attached billing document sent to me for the second time claiming $214.23 disregarding my complaint:

  • I want to let you know that my contract monthly original rate was $50, and I must have a discount of $30 after applying my low-income program ACP., but your company disregard my discount for Three months.
  • Because I am low-income customer, I suggest you must inform me that my contract had been ending and ask me if I am able to pay $96.77 or no before you apply the new payment to my account, but your company never mind by the circumstances of the customers, all your concern is how to earn the money even from rich or poor people.
  • Although my payment for last Two months for February and March was $50 every month, you did not comment or inform me or send any protest the payment.
  • Unfortunately, I am unable to pay such a balance of $214.23 and never pay even I was able to pay because your company does not respect the customers and disregard their financial situation.
  • The fault is yours not mine, so you are responsible for your fault.
  • My last payment for March was $50 on February 29.
  • My service was disconnected at the end of March.
  • I deserve 3-month credit each month of $30 with total of $90 is the ACP neglected discount.
  • Although I have sent this complaint for the second time, nobody in your company concerned or reply, that support my opinion that the Xfinity doesn't respect their customer

Thank you.

Respectfully,

<Edited for violating forum guidelines: “Personal Information>

(edited)

Official Employee

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1.3K Messages

Hello, @user_h4pp1x. Thank you for bringing your billing concern to our attention via Forums. I'd be more than happy to review your account to see why the ACP discount wasn't added for three billing cycles.

In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

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

1 Message

2 months ago

I am at the Loveland CO location. 

There is only one person working and 10 people waiting. This is ridiculous! I feel so sorry for him.

What is up with this????

Official Employee

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1.9K Messages

Good afternoon, user_o66ogr! Thanks for taking the time out of your day to reach out about the Xfinity store visit. In my 9 years here, I have never run into a situation where only one agent was working at one of our locations and apologize you are waiting during that. I am not certain what would have caused that. If your issue is something our team can assist you with, we would be happy to help you right here. 

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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