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user_hy5lhu
1st Topic

4 Messages

Saturday, March 30th, 2024 4:38 PM

Closed

Horrific Customer Service

After enduring over 26 hours of frustrating interactions with Xfinity from March 7th to current day, March 30th, my experience has been nothing short of a nightmare. Due to a series of errors by Xfinity reps, I've been overcharged by $370, experienced loss of service, and struggled with their lack of proper communication—no thanks to a confusing mix-up that led them to create two accounts for one service, resulting in double billing since November.

Despite the diligent effort of one representative (out of 29, the 22nd I had spoken to) trying to untangle this mess—of which I have numerous reference numbers confirming their lack of detail and customer support operations---hampered by the complete absence of useful notes from previous interactions—the issues remain unresolved. I'm still out $370 and I made a call on March 7th.  Xfinity's reps are trained to not help customer's receive what is rightfully deserved in regards to a refund, because each rep has "promised me" to help of which they have all only dance around the issue at hand to evntually tell me that "someone else will handle it"....This ordeal highlights not just language barriers and inaccuracies but a systemic failure in customer service and accountability. My worst customer service experience ever, and I wouldn't recommend them to anyone who cares about being treated right and respectfully. 

Question

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Updated 

1 year ago

106

3

0

EG

Expert

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110.1K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

2

0

user_hy5lhu

4 Messages

I don't know how to post publicly, I just followed what google said on how to post on this forum

1 year ago

0

XfinityShawn

Official Employee

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1.4K Messages

@user_hy5lhu To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

XfinityTy

Official Employee

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376 Messages

1 year ago

Hello @user_hy5lhu. I apologize that you have had a poor experience trying to resolve your billing issue. You have definitely reached the right team to assist you with this issue, and to get things resolved once and for all! Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

4

0

user_hy5lhu

4 Messages

I will do such as that.  What prompted me to this forum was a Billing/Collections/Financial Dept call with one of your reps (Xfinity Employee Rep ID#: 3068374), where after having to go through this whole mess of an issue, she basically didn't believe me due to the abismal notes in your system on my account along with the lack of inner-operation communication.  I've been taking too much time out of my day(s) since March 8th/9th in which it is utterly dissapointing that each rep since then, have no idea (not even an inkling) on what's going on with my account and the issue at hand.  I have evidence of the overcharges, but yet that employee couldn't take any time to dive deeper into my account or at least listen more closely all that could  have and has transpired. And because of this, I had to spend more time going through my emails (all of the bills since Nov, as well as my bank statements).  I would never treat anyone like this.  I've been a member since 2016 and this is how a loyal custoemr is treated.   

1 year ago

0

user_hy5lhu

4 Messages

btw...your username does not come up.  And please understand that I am not going to scroll through thousands of similar usernames just to find yours.  Hopefull you are able to do something on your end about this and if you need additional information, feel free to reach out

1 year ago

0

XfinityShawn

Official Employee

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1.4K Messages

@user_hy5lhu We can definitely help you, but you would have to send us a Direct Message in order for us to go over account details. If you're having issues trying to do that, then you would need to call in to speak with a phone representative. You can reach one at 1-800-934-6489. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

EG

Expert

 • 

110.1K Messages

@user_hy5lhu​ wrote;

btw...your username does not come up.  And please understand that I am not going to scroll through thousands of similar usernames just to find yours. 

The employee wrote this: "Once you click on that, input our shared handle "Xfinity Support" to send us a direct message."

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

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