Visitor
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3 Messages
Horrible Customer Service
I've been trying to add another mobile line to my account. The person is switching over and has a new phone so we called to get assistance and was asked to provide my full Social Security Number. I'm not comfortable giving this to some random person in another country. I have my account number, billing info, etc and was willing to provide the last 4 digits of my SSN but was told that would not be acceptable.
I had a very hard time understanding the representative, Christian, and he was extremely unprofessional. When I asked to speak with a supervisor I was told, "it will be the same [Edited: Language]" What kind of customer service rep swears like that? I was not yelling, swearing, or being rude. Just trying to get help which he was unable to provide.
I'm about done with Xfinity and I'm really going to look into other service options for my phone and internet cause you get no help from the phone reps ever, it's awful.
XfinityAlfonso
Official Employee
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1.6K Messages
2 years ago
@user_69878e this is certainly not the experience that we'd want for you. I understand the apprehension of providing that personal information over the phone, however, it is necessary when adding new lines of services as we do perform a credit check during this process. We are able to assist you within our local stores in a more secure fashion.
Regarding your experience with the representative, we'd love to talk with you 1-1 so we can review the account and provide feedback to the appropriate departments.
To send a direct message (private message);
Click "Sign In" if necessary.
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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.
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Press Enter to send it.
See https://comca.st/3KQF8q9 for an example.
[Permission from and credit given to BruceW].
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