Visitor
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5 Messages
How to file a complaint
I have had hours and days of my life wasted on the phone with Xfinity to sort out billing and also the fact that my internet was not working. After hours on the phone with Xfinity and paying my bill they said I would have to wait 3 days for a tech to come out. Sure enough I fixed it myself and somehow the past two times I have gone to a location in person to pay the bill with cash it doesnt seem to be recognized or credited to my account. I would appreciate it if a supervisor in the complaints department could give me a phone call immediately.
XfinityGabriel
Official Employee
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3.4K Messages
2 months ago
Hi there! Thanks for taking the time out of your Wednesday to reach out. I can absolutely understand how frustrating it is to deal with repeated billing issues and service concerns, especially after already trying multiple times to get help. We truly appreciate how much time and effort you’ve had to put into this. What you’re describing with the in-store payments not being reflected and the time spent troubleshooting is definitely something we need to take a closer look at. You’ve come to the right place. Our team here specializes in getting these kinds of issues fully reviewed and resolved, and I’d be more than happy to help get this escalated and looked into properly for you. While we don’t have a direct way to schedule outbound calls from this platform, we can take full ownership of your case and work toward a resolution. To get started, would you mind sending us a direct message with your first/last name and full address 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.
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user_xnkt4i
Visitor
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5 Messages
2 months ago
And of course I was on the line with a supervisor in customer service and she hung up on me. I am beyond disappointed with the Customer Service throughout Xfinity. What a joke and waste of time and money.
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EG
Expert
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119K Messages
2 months ago
The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section.
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birbob
Visitor
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1 Message
4 hours ago
I have a complaint I want to post. About a week ago, I opened my Xfinity account on line. On the opening screen, there was a box for the internet and below the word internet it stated that there was an upgrade on my speed, so I clicked on it to see what the offer was. I was already getting the 1 gig speed for $85 a month, and now there was an offer for the 2 gig at the same price, so I clicked on it, put it in my cart, and tried to place the order. I was instructed to call a phone number, so I did. The man on the phone said he could see my order and that he will text me a link. I located the text and before I clicked on it he went over a few things with me. Now, my bill with my home phone comes out to just a little over $131 a month, so when he stated that my bill will be $171, I asked him why because I normally pay $131 a month and the price should be the same. Are there any charges for installation, or will that be my statement every month? He didn't know why, all he gets at his end is the final cost. So not knowing what the extra charges were, I refused to accept it. I asked if there was anyone else I could speak to about it, and he gave me another phone number to call but that person didn't know about that deal at all except for maybe new customers. Then I was given a number for the loyalty program. I called that number. The lady said I was the second person within the hour who called in for that deal. She looked up my info and saw that I refused the offer and as were talking, I still had my account open on my PC. I looked down to the bottom of the offer and I saw two small lines with a little arrow in the middle. I clicked on the arrow and it opened up some new info that indicated there was a one time fee of $39.99. Then it hit me, that is why the first person I spoke with stated that my bill will be $171. I asked her if there was anything I could do about this whole mess, and she gave me another number to call. When I called that one, the young lady said there wasn't any such offer except for new customers, (you know, the ones who never had paid a dime to Xfinity for anything, yet they get the rewards)? Anyway, I asked her then why was this offer sent to my personal account, and why does it use the word UPGRADE? And where that offer was, it showed me my current plan. She had no answer for that. She talked to her supervisor and came back to me with, they will give me the 2 gigs and discount it $30 for a couple of months until they could straighten it all out making the total $131 again. So late last night, I open my emails and find my new statement and I was charged $101 instead of $131. Then I opened to my Xfinity account and again that internet box offered an upgrade. When I clicked on it and it opened, there was a new offer for more money. It's now $130 a month instead of $85, and the box that has my current plan in it indicated that my current plan (for 1 gig), is $130 a month. So, I made another call tonight, and the gentleman said there isn't anything he could do about the whole mess since I refused the first offer. Well maybe if Xfinity would have told all of it's employees about all of the current offers available, this all could have been solved at the first step. I forgot to mention, I even went down to the Xfinity store, and they knew nothing about even when I had taken the copies I printed off of the internet. Now, I'm stuck in a contract that will cost me $2700 extra for the next 5 years. Does anyone that's fair? Has this happened to anyone else recently?
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