Escalation Department

I also found this form online and read that people here have had the same issues that I have had with Xfinity overcharging and multiple contracts. I was also so-called sent to escalations but was told that I was gonna receive a call the same day. I never received a call on my phone only on my voicemails after I investigated. I’ve called 15 times in a span of four days to Ricky who has my ticket but will not call me back or resolved the issue. This is nothing but a loophole game that when you do call corporate, they so-called send a message but you’re never gonna get anywhere they overcharge and they don’t care About fixing your problem, whether it’s customer service with a regular From any customer service department area. So yeah, I will go ahead and file complaints with outside agencies to let them know what Xfinity is doing.

Responses

Oldest First

Selected Oldest First

XfinityPaula

Official Employee

•

1.6K Messages

2 hours ago

Hello user_o242c2. I'm sorry to read of the trouble you are having with trying to reach Ricky with our escalation team. I appreciate you taking the time to share with us here on our Xfinity Forums, because we can help out! From my own experience out escalation teams may have various hours for their schedules, but you should be able to connect with someone, especially with calling so many times. Please allow us to help out and get you connected with the right team. We are very well versed in almost all Xfinity products and service, so we might be able to help out directly! Can you please send us a direct message with your name and service address?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

user_o242c2

Visitor

•

3 Messages

@XfinityPaula

how are you any different from any other customer service division That I’ve called multiple of times and I’ve gotten absolutely no help. Having my issue Sent to the escalations department I now see is nothing but a joke. You are a customer service person once again in customer service that are just flagging these messages. Taking my problem off-line, Does not help the situation. All customer service reps cannot help people with the problems that they have on this form because we’ve already tried to call you and I’ve gotten the runaround.

1 hour ago

XfinityEmilyB

Official Employee

•

2.4K Messages

user_o242c2 The great thing about working over this platform is we're here every day and our private chat will not time out so you can step away whenever you need to and we'll always pick up where we left off once you get a chance to respond :). We can also keep our chat open and follow up with you as many times as needed until you confirm your concerns are fully resolved. That way, we have all the documentation in one place and you don't have to reach out to anyone new and describe your concerns all over again.

Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution.

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 hour ago

user_o242c2

Visitor

•

3 Messages

So after complaining on this form Useless Ricky decides to call me about my account. He lied about everything that his account reps have done to my account and tells me that he cannot help me even though I have the evidence. What they did was raised my bill behind my back after I signed the initial contract for services that were offered to me for a promotion I never asked for. Just know that the corporate office and Xfinity is just another division of useless customer service that is not interested in keeping customers are helping them so if you have the option to go with a local service in your area, I would have do so and then also file complaints against Xfinity with the people that regulate Xfinity. And don’t forget to leave a bad review online.

27 minutes ago

Customer Service

user_o242c2

Escalation Department

XfinityPaula

user_o242c2

XfinityEmilyB

user_o242c2

New to the Community?