Executive Customer Relations

@Xfinity @XfinitySupport I am requesting immediate contact from Executive Customer Relations regarding serious unresolved issues with my account.

Since July, I have experienced repeated misinformation, unauthorized account changes, billing discrepancies, denied requests for supervisors, and unacceptable treatment from customer service representatives.

Most concerning, a representative represented himself to me as a supervisor, obtained my card information, and then transferred me to the person who was actually the supervisor. I was promised follow-up from Executive Customer Relations regarding that incident and never received it.

My internet service was also changed from approximately 300 Mbps to 1,000 Mbps without my authorization. An installment payment that was approximately $27 is now approximately $53. I returned my modem after being told it would reduce my bill by $15, bringing my monthly cost from approximately $75 to $60, yet I am now being billed approximately $113 and showing a past-due balance.

I was told on or around August 9 that these issues had been corrected. They clearly were not.

I have repeatedly attempted to resolve this privately through normal Xfinity channels. Instead, I have encountered conflicting information, difficulty reaching supervisors, rude and dismissive interactions, and no meaningful ownership of the problem.

I am formally requesting that Xfinity Executive Customer Relations review my account, the relevant call recordings and chat transcripts, the handling of my payment information, the unauthorized service change, and the billing history.

I am not asking for a courtesy credit. I am asking Xfinity to honor the terms I actually agreed to and correct changes and charges I did not authorize.

Please have Executive Customer Relations contact me directly. I will provide my account information privately.

Responses

Oldest First

Selected Oldest First

EG

Expert

•

123K Messages

2 months ago

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

XfinityOrlandoM

Official Employee

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4K Messages

2 months ago

@user_x7m2en

Thanks for reaching out to us. We do apologize for any inconvenience you're having with your account.

You've reached out to the right team to get this all resolved for you!

Please go ahead and send us a direct message including your first and last name and complete service address to get started.

Here are the detailed steps to direct message us:

Click "Sign In" if necessary.
Click the “Direct Messaging” icon.
Click the “Start new conversation” (pencil and paper) icon.
In the “To:" line, type “Xfinity Support”.
As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
An “Xfinity Support” graphic will replace the “To:" line.
Type your message in the text area near the bottom of the window.
Press “Enter” to send it.

How to: Direct messaging within the forum | Xfinity Community Forum

user_kd12980b

Visitor

•

1 Message

1 month ago

Subject: Request for Executive Escalation – Unresolved Xfinity Account Issue

Dear Comcast/Xfinity Customer Relations, I am requesting executive-level assistance regarding an ongoing issue with my Xfinity account that I have been unable to resolve through normal customer service channels. I have contacted Xfinity multiple times in person, by phone, and via chat regarding this matter, but despite my efforts and assurances that the problem would be corrected, it remains unresolved.

[Edited: "Personal Information"]

Issue: Requesting modification of streaming service to include local (Phildelphia specifically)

Dates/contact attempts: Several Dates since initial set-up on 9/1/26.

Reference/ticket numbers: N/A.

I am asking Comcast to review the history of my account and provide a clear resolution to this matter. Specifically, a clear explanation of my current plan and possible modification to include local channels to be added.

Please have a member of the appropriate escalation or Executive Customer Relations team contact me directly. Thank you,

[Edited: "Personal Information"]

(edited)

XfinityMelinda

Official Employee

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487 Messages

Hello, and thank you for adding to this Community Forum thread. I sincerely apologize for the difficulty you've experienced getting your streaming plan concerns addressed, especially regarding access to your local Philadelphia channels. You've reached the right place for help, and we'd be happy to take a closer look. When you're ready, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

(edited)

I am an Official Xfinity Employee.
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1 month ago

user_vjyo58

Visitor

•

1 Message

2 hours ago

I need to get a hold of somebody in customer relations. I've tried to call Xfinity and I've been getting text messages, for two weeks after my service even got hooked up, that my bill was overdue and I was in danger of getting shut off.

I have Internet Essentials as an internet service from you guys and it's $14.99 a month. I have paid my bill every month and somehow I'm $72 behind on my bill because somebody sent a payment back to me that I had already paid. Now they want to charge me for it and I don't agree with that.

I've opted not to pay my bill until this gets resolved. I'm letting you guys know that it's not because I don't want to pay my bill. It's because I don't know who's getting my money. There's something very flawed with your system I believe.

I've tried all the proper channels and this is not how Xfinity used to run. I called to cancel my service because after I paid my bill I got my next bill and it was $72. The guy told me that he gave me a $15 voucher on my account and then for the rest of the year, or for a year to come, my bill was only going to be $9 a month. I got my bill and it was even more than what I had before.

This is seriously messed up guys. Somebody get a hold of me please.

Sincerely,

Brandon

Customer Service

user_x7m2en

Executive Customer Relations

EG

XfinityOrlandoM

user_kd12980b

XfinityMelinda

user_vjyo58

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