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horrible service
I am writing to voice my complaints about your service. I was a
customer in Knoxville Tn, and I will say that when I first needed service
there I was very pleased. Both the CSM, and the tech who came to my
apartment were outstanding and went out of their way to resolve my issues.
Having said that, I wish to make a complaint. In September I called to
request a transfer of service to my new residence in Greenback TN. As far
as I knew everything went fine. Soon I received an email saying that I had a
package from xfinity with new equipment. I thought that odd, but really
didn't pay that much attention to it. I moved into the new house and hooked
everything up with no result. I called customer service and they went
through the trouble shooting to no avail. I went under the house and ran
new co ax from the access point outside to my living room with no results.
Again Customer service and I went through the troubleshooting steps and they
informed me that they could not ping my equipment. They would not listen to
me about it not being an internal wiring issue in my home and told me there
would be a $75 charge to send a tech. I declined and traced all the wires
in my house to ensure that it was in fact an external issue. I called back
and once again after being on hold for extended periods and transferred
several times, agreed to have a tech come to the house with the caveat that
I wouldn't be charged if it was an external problem. A week later the tech
comes out and determines that the lines running to my house are bad and in
the wrong location. He puts in a work order to pull permits to bore under
the road and run new line. At this point it gets interesting. He put me on
the phone with someone to needed my approval and the woman asks me which
account this is. I was confused and long story short, my account in
Knoxville was never transferred, instead another account was opened so I am
being billed for an account that I don't live at, and one where I have no
service. Anyway the tech tells me that someone will be out to install new
cable in 7 to 10 days. In the meantime I have been trying to get the
billing issues resolved and after 3 weeks of explaining this to different
csm's and supervisors and spending hours on the phone, and being hung up on
once by your CSM, 2 days ago the account in Knoxville was finally cancelled
after accruing an amount of over $304 which apparently I am still expected
to pay even though I haven't lived there since September. BUT WAIT!!!
THERES MORE!!! Not only has no one ever showed up at my new residence to
install new cable, but I have been charged $241 for service which I have
never had. I have never at any point had ANY service at this house. In
fact, the tech cut the co ax off at ground level when he was here. This
bringfs us to today when I called about the cable install and was informed
that nothing could be done because my sevice was suspended due to non
payment and wanted to troubleshoot my connectivity issues. When I (yet
again) explained the situation, I was told that I would be transferred to
another department because he couldn't do anything. I have spent hours on
the phone with CSM's, Technical support, Account retention, and God only
knows who else, all with absolutely no results as I write this email and
will send it using my phone as a hotspot. @ hours ago I was told that I was
once again put in the que for a call back in approx. 30 minutes. I wish
there was another option for TV and internet service here, because this is
literally the worst customer service I have ever encountered.
CCTambrey
Gold Problem Solver
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3.4K Messages
5 years ago
Hello, welcome to the Xfinity Forums bbkc1969!
After reading through your experience with us thus far, I can totally understand why you would be frustrated at this point. I would really like to look over your account and help get this all straightened out as well as make any necessary billing corrections. Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".
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