U

Visitor

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1 Message

Tuesday, July 8th, 2025 4:57 AM

File a complaint

I’m filing a formal complaint regarding a live chat agent named Shashank, who was extremely rude and unprofessional during our interaction on July 7, 2024, around 11:30 PM. He repeatedly ignored my direct questions about an upcoming billing issue and was impatient and dismissive throughout. When I was still typing a response, he abruptly ended the chat.

At the beginning of the conversation, I clearly stated my budget and what features I needed. Despite this, he kept trying to upsell me a more expensive 5-year plan with features I explicitly said I didn’t want or couldn’t afford. I had to insist several times before he offered the 12-month contract I asked for. His explanations were vague and confusing, and his overall attitude made me feel uncomfortable, dismissed, and unheard. I’m very disappointed in how I was treated and request that this incident be reviewed seriously.

Official Employee

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2.2K Messages

18 hours ago

@user_pfgb39

Thanks for reaching out to us, we do apologize for any inconvenience you had put the live chat agent. I'll be happy to assist you and make sure we find you the best plan at the best rate for the services you love and need and to make sure we set all the proper expectations. Go ahead and send me a direct message including your first and last name your complete service address

 

Here's the detailed steps to direct message us: 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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