4 Messages
Horrible customer experience issue
I spent 3 to 4 hours of my workday being bounced around between five different reps trying to resolve a billing issue. I recently signed up for an internet/iPad bundle, but every time I explained the problem, I’d get transferred—either to the mobile department or the internet department, and back again.
After speaking to the fifth person, I finally asked to talk to someone specifically about the bill over the phone, only to discover they’d sent me the wrong iPad altogether. This turned into a completely separate issue, forcing me to take more time out of my day to return the mistaken iPad to a UPS store.
Even after all that, I still see charges on my account for the iPad setup, and my original issue remains unresolved. This has easily been the worst customer service experience I’ve ever had. Xfinity, you need to step up—train your reps properly and fix your processes. This was not just frustrating; it was unprofessional and completely unacceptable.
XfinityJohnG
Official Employee
•
1.7K Messages
5 months ago
Thank you very much for reaching out to us here @user_fal4bf. That is definitely not the experience we would like you to have, and I will be happy to look into any billing issue from here for you. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "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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