Fake Appointments for retention (via Loyalty Representatives)

user_wiv0tz Hello, and thank you for reaching out via our Xfinty Community Forums. That sounds incredibly frustrating and honestly, really disrespectful of your time! I can only imagine how disappointing and frankly, infuriating it must be to have scheduled appointments not show up, especially when you were assured they were "special" appointments. To have that happen not just once, but three times, is just unacceptable. It's definitely not the way we want to treat our customers, and it's concerning to hear that some members of our Loyalty team might be resorting to such tactics. You're right; that's not ethical, and it puts you in a terrible position, leaving other representatives to try and fix something that was never actually set up.

Please know that I take this very seriously. I can understand your frustration and your feeling that there are no consequences for this kind of behavior. It's not okay, and it's not the standard we should be upholding.

I would really like to take a look at your account and see if I can find any record of these "special appointments" that were supposedly scheduled. I also want to see if I can get a better understanding of what happened and how we can prevent this from happening to you or anyone else in the future.  To get started, please 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. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

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