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user_j1xwm6
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Tuesday, May 21st, 2024 11:05 PM

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Escalation Path and Reporting a Complaint for Xfinity Store by Comcast, North Haven, CT

Xfinity made a mistake and I am chasing to fix for the last 8+ weeks. I have talked with 20+ different people and each time I had to explain my situation over and over. This is just wrong. Will you be able to provide me directions to stick with one person and follow an escalation path to resolve my issue. 

I also want to report a complaint for Xfinity Store by Comcast in North Haven, CT. Specifically for its manager, [Edit: Personal Information]. Please let me know how I should proceed.

Question

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Updated 

11 months ago

 • Edited

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XfinityMartyR

Official Employee

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2K Messages

11 months ago

 

user_j1xwm6 Thanks for reaching out to us over our Community Forums. We would be more than happy to help get you pointed in the right direction. Please provide a summary of your concern, so the Community can have an understanding of your escalation needs. 

 

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user_j1xwm6

3 Messages

11 months ago

Thank you for your swift message. After 20+ rounds, I most recently explained my situation twice to the store manager of Xfinity Store by Comcast in North Haven, CT and one of her staff in 5 days apart. I have zero trust to this store manager and her staff at this point so let me ask you the same question: Are you able to see my account details and the recent issues I reported plus my communication history? In summary, I have Xfinity Triple Bundle(TV+Internet+Home Phone) and Xfinity made me an offer in March this year. I was promised that my monthly bill was going to be lowered by $25 if I switched my home phone to Xfinity Mobile plus they sent me a phone as part of this deal. However apparently they made a mistake since my monthly bill increased about $50 instead. After I realized and called them, they reverted to my original package however I am still chasing to return this phone and get my refunds. I went to two different Xfinity stores recently however Xfinity North Haven - CT store was the worst. And now I am being bounced between 800 customer service and store. I can provide all the details and the frustration you made me go through if you care.

(edited)

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XfinityMartyR

Official Employee

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2K Messages

Thank you, user_j1xwm6 for the additional information. Have you tried reaching out to the Xfinity Mobile Team directly at 888-936-4968? Even though you were offered a Xfinity Residential plan with Xfinity Mobile, both services are billed separately. Only the Xfinity Mobile Team would be able to help with the device return. If you haven't been able to reach a resolution with the Xfinity Mobile Team, please send us a direct message. We can create a case to the Xfinity Mobile Team on your behalf. 

 

To send a "Direct Message" 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. 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
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

11 months ago

user_j1xwm6

3 Messages

11 months ago

Yes, I have reached out to Xfinity Mobile three or four times at this point. That is another fiasco. Please just listen the recording of call record [Edit: Personal Information]. That was my last communication with Xfinity Mobile and they wasted another 2 hours of my time. I will try direct message next per your directions.

(edited)

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