How do I speak to a human being?

Comcast stole $258.28 out of my bank account, overdrafting my account, and taking money that I NEED for other bills. I cannot reach a human being and it is the most infuriating, dismissive change a company can make. I agreed to the chat function to speak to an agent, but as soon as I get somewhere, it gets disconnected. If someone doesn't reach out to me, I'm going to the BBB and the Attorney General. Your "customer service" is abysmal.

Responses

XfinityDilary

Official Employee

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2.1K Messages

1 month ago

user_dwbtd3 Thanks for posting on our Community Forums for assistance. I'm sorry to hear about the overdraft charge. We can help review the account and check what options we have to help. Could you please send our team a Direct Message with your name and full address? Our team can most definitely take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

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user_dwbtd3

3 Messages

28 days ago

Just to follow up, they did charge me for someone else's cable bill, and instead of fixing it, they wanted me to fill out a 10-page fraud complaint form and then they would "look into it" and return my money after the "investigation." All while I'm accruing overdraft fees because they drained my account and my other bills are going to bounce. What an absolute joke. I was tempted to file a police report, but instead called my bank, and reported Comcast for fraud, and got my bank to take care of it. RUN from this company. This is my second time trying them, after they sent me to collections for equipment that I returned and had a receipt for, over 10 years ago. I ended up having to contact the BBB and the AG to get it resolved. They're the same sneaky, dishonest cons they've always been. I've THOROUGHLY learned my lesson about working with Comcast/Xfinity/whatever they want to call themselves. NEVER AGAIN.

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XfinityAirelle

Official Employee

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2.5K Messages

user_dwbtd3 We genuinely understand how upsetting this experience has been for you, and we’re truly sorry for the stress it’s caused. We hear you, and while this situation was incredibly frustrating, we do want to clarify a few important details—not only for your peace of mind, but so others following along can see that we did take action.

As soon as you brought this to our attention, we thoroughly reviewed the charge in question and discovered that there may have been a discrepancy. Out of an abundance of caution, and to ensure your account and personal information were protected, we followed standard protocol by directing you to our Customer Security Assurance (CSA) team—they specialize in sensitive billing concerns and are the right team to handle any potential fraud-related claims.

We completely understand that filling out a fraud form can feel like a lot, especially when you're dealing with financial pressure. But it's a key step to ensure everything is properly investigated and resolved in a secure and accurate way. That process is in place to protect you and your account.

We want to make it clear that our intention was never to dismiss your concern or avoid taking responsibility—we did not leave you hanging. We took your report seriously, handled it properly, and offered guidance on the next steps needed to get this fully resolved.

We truly wish this experience had gone differently for you, and while it’s disappointing to hear you feel this way about us, we’re always here if you change your mind and want to give us the opportunity to make things right.

Thank you again for reaching out and giving us a chance to look into 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

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28 days ago

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user_dwbtd3

3 Messages

Nah. Ya'll act like there just "nOtHiNg YoU cOuLd Do" like you're handcuffed to a chair in a cave or something. Give me a break. You were actively destroying my meager financial foundation, potentially putting my son and I in a seriously bad situation that would have taken months to get out of. Were you guys going to call the other companies I owed payments to, that would have bounced, and pay them and the late fees, and apologize to them for me? Were you going to fix the hit on my credit for late credit card payments? I think not. You all hide behind these "corporate regulations," but that's just a euphemism for gaslighting. Don't pretend like your intentions are noble. You guys could have SANK me, because of YOUR mistake, and you did not care at all about what was happening to me because of it. Every single one of you passed me off to someone else. Short of telling me to screw off, I'm not sure this could have been handled worse. Enjoy the taste of boot rubber.

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28 days ago

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XfinityKei

Official Employee

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1.4K Messages

@user_dwbtd3 Our apologies for how this experience has made you feel. I can understand your concerns as I want to reassure you that the best way to have this resolved is to complete that form to the best of your ability. I have a link for the form along with more information on how this process works. https://www.xfinity.com/idtheftclaimform.

Once you have filled out one of our colleges will reach out to you within two business days to work with you one on one to resolve your payment concerns. I know filling out forms is not deal, but it does help us get things in the right direction for a resolution. Do you have time today to fill it out, so our team can check in with you and follow up to ensure this gets resolved?

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

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28 days ago

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user_vc2xb9

11 Messages

28 days ago

Exactly. Xfinity wants to save $$$ so they cut customer service. Time to switch to someone with respect for their customers.

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Customer Service

user_dwbtd3

How do I speak to a human being?

XfinityDilary

user_dwbtd3

XfinityAirelle

user_dwbtd3

XfinityKei

user_vc2xb9

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