Visitor
•
10 Messages
Frustrating customer service
I have never called Xfinity as much as I have had to in the past month and I have been a customer for more than 20 years. Not one rep has given the correct information!! Not a single one. Eveyone has different answers, and regular offshore reps are extremely unhelpful and rude.
Let me take you back to the end of June when i called because we needed a new modem and cable box due to a power surge. The modem was my own modem and router that I bought 6 years ago to avoid the scam of renting one and paying extra money every month . Rep couldn’t schedule me a tech service date that she originally said, said I could be put on a waitlist. Waitlist canceled, I asked for original date quoted and was put on waitlist again. Rep assured me I could get no change to my cable channels, more internet and pay less money, great! No change? No, no change.
tech comes out, replaces everything, we are off to watch tv… only to realize we don’t have the channels we originally had. Weird… I call and the lady says oh let me fix that, could take 24-48 hours. 24 hours later, channels still not back, call again, come to find out our entire account actually DID change from the original rep. Same price we are paying but less channels, and higher internet and modem.
Talk to more unhelpful people and finally get to retention. Woman is lovely, Riza from Alabama, gets us a better deal, streaming box same channels mostly as before, less money. Says we will have until Tuesday to switch over once box arrives… wonderful.
get box in the mail today, I don’t set it up thinking no worries we have until Tuesday, go about our evening, sit down around 10pm to watch the cable we do have (less channels than before, changed without our knowledge mind you) and what do you know? It’s already shut off. 🤣 what happened to having until Tuesday?
currently on hold with a very rude and unhelpful offshore customer service rep (similar voice to the First Lady that started this mess) and waiting for a supervisor. Oh funny enough, after 20 minutes, I said hello?? They just disconnected me.
This is horrible. I never want to call customer service again and be lied to and manipulated. I will cancel my account tomorrow when I can reach someone in the United started and get to a conclusion.
user_6xwvzs
Visitor
•
10 Messages
8 hours ago
I requested a credit for my wasted time for this entire month of back and forth and was told the maximum credit is $40. And the “supervisor” was very rude and hung up on me.
0
XfinityBenny
Official Employee
•
1.6K Messages
8 hours ago
@user_6xwvzs Thanks for adding a post to let us know what happened. Having what you need when it's needed is important. Were you able to select the package that has all the channels you need for your home?
0
0
user_6xwvzs
Visitor
•
10 Messages
8 hours ago
I don’t know yet, I just got the streaming box today but was told explicitly that I had time (until Tuesday) to set it up but now can’t watch anything since our cable box doesn’t work now. I honestly want to cancel bc even though Riza was so lovely she told me false info as well and your rude offshore employee are very off putting and unhelpful.
3
0