Visitor
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2 Messages
Four months of calls and Xfinity continues to make the requested changes then revert to older more expensive service
I changed my service online. Got the confirmation. Did the equipment exchange required. And then Xfinity (someone somewhere) canceled my change, without informing me, and continued to charge me for higher level service. I have called each month when the charges revert back to have it changed. I spend at least an hour or more on the phone to change the service. I'm guaranteed the problem is fixed, and it is, for about 2 days, and then it reverts back. I was told the same for a refund of the difference in services I was owed, that was reflected in my account, and then it was reverted and I was told I was overdue on payment. This has been ongoing for four months. Xfinity - do better! This is horrible customer service. What is the option for escalating this matter? Customer service will not do it when I reach them on the phone, assuring me the problem is fixed. And there is no option online to find a human being with any authority to actually permanently fix this problem.
Jennifer Hazen
XfinityChristy
Official Employee
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2K Messages
7 days ago
@user_k4tl3c Hello, and thank you for reaching out via our Xfinity Community Forums. I am so incredibly sorry you've had to go through this ongoing saga with your service change and billing. Reading your message, I can understand your frustration and how unacceptable this level of service has been. It sounds like you've been incredibly patient in repeatedly trying to get this resolved, and I sincerely apologize for the errors, the wasted time on the phone, and especially for the unwarranted non-payment notice. That's definitely not how we want our customers to be treated. I want to help you get this straightened out once and for all. To understand exactly what's been happening and ensure we implement a permanent fix, so this doesn't keep happening, can you please send a direct message with your full name and address? I will do everything I can to get this resolved for you today. Thank you for bringing this to my attention – I'm here to help make things right.
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
Type your message in the text area near the bottom of the window
Press Enter to send it
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XfinityChristy
Official Employee
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2K Messages
7 days ago
Hi Jennifer, it's nice to meet you! I've found your account, and to examine your account, we need to complete the customer authentication process. It's a simple step: I'll send a code to the phone number or email address on file. Once you provide the code, we can proceed. Is now a good time to send that code? If so, would you prefer it sent to your phone or email?
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