Visitor
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3 Messages
Extremely upset customer of 22 years
My name is Marjorie , and I have been a longtime and loyal customer for 22 years. Here is my situation:
Xfinity account for 22 years:
[Edited: "Personal Information"]
I have internet, mobile, watches, and cable TV services
In March I opened service in March 2026 and cancelled service on April 2, 2026 at the following address:
[Edited: "Personal Information"]
When I cancelled service at [Edited: "Personal Information"] , you wiped out my Diamond status
Collectively, I have been on the phone and Chat with customer service support team for over 3 hours.
Your membership back office has repeatedly denied the reinstatement to Diamond. Three tickets have been opened and immediately closed - obviously this is an automated response - not a live person
This is no way to treat a customer of 22 years with the Xfinity services that I engage. This is not the way to handle a Diamond customer. This does not build customer loyalty.
If I don't receive a satisfactory response here, you leave me no choice but to contact Executive Leadership to have them make your back office reinstate.
Please reinstate my account to Diamond.
Thank you,
Marjorie
XfinityMarshante
Official Employee
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1.1K Messages
6 hours ago
Hello, thank you for taking the time to leave a post. Sorry to hear that your Diamond tier status didn’t transfer after you moved to your new location. I completely understand how frustrating that can be, especially when you’re looking forward to your weekly rewards and aren’t able to access them. Please know we’re here to help and get this resolved. 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, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, click the "New message" icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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