1 Message
HOW TO REACH EXECUTIVE OFFICE CUSTOMER SERVICE
Hello:
Since you've made it IMPOSSIBLE to speak to a live customer service person I will make my inquiry here.
On Jan 28th of this year I got an email saying that I've used 75% of my internet data. I thought that strange since my billing period commenced only a couple of days before Jan 28.
I was able to speak with someone who after keeping me on and off hold for a full half hour told me that it was "likely" an error and I should disregard the email.
I considered that case closed.
Now here we are 6 months later and I have an email dated today (7/30) saying I used 90% of my internet data. Again strange since my billing period only began 4 days ago.
This time Xfinity successfully blocked any ability to speak to a human so I write here. [Edit: Language]?
Can someone in authority contact me?????
Thanks
XfinityJeniece
Official Employee
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2.9K Messages
7 months ago
Hey there, user_qd1fxh, thanks for reaching out through Xfinity Forums regarding the issues with your data. We would be happy to take a look at your usage on our end. I know how concerning it can be to receive a data usage alert.
To send a "Direct Message" to Xfinity Support:
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
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
Type your message in the text area near the bottom of the window
Press Enter to send it.
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EG
Expert
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109.1K Messages
7 months ago
The concerns are not not "E-mail" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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user_a6dd87
Visitor
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2 Messages
4 months ago
Xfinity Mobile has the worst customer service.. I thought T Mobile was rough... then I walked into an Xfinity store!
All I wanted was new phone and cheaper rate.. Right now I want to talk to a real person to get new phone sent to work!! Getting no charger and sim card I cant even make a call ir abswer any email Xfinity sends!!
Employees in Monroeville, PA store are condescending and rude.. having no empathy for disabled, elderly !!! I am very upset that they take my money from limited income but I get no service!! I am getting ripped off on si-called special offers!! This is wrong! now I am stuck with a phone I cannot use as they disrespect, embarrass and humiliate me in store for having limited tech abilities!! Human Resources should be ashamed of themselves for hiring incapable managers who are to oversee quality!! (Oh, thats right!! No quality in non- existent assistance !!
Is there any person at Xfinity that may help me ?????
[Edited: "All Caps"]
(edited)
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user_jo2oy0
1 Message
2 months ago
I have a very good contact with the customer care team who has helped me in the past. she asks that I save her number and call her in the future with any problems. Now she says a ticket needs to be opened before she can help me and I can't get any one to open a ticket. could you please help me
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user_MikeR
1 Message
2 months ago
Did we get an answer as to how to communicate with and executive customer support area? I am already trying to work with a VP and his boss to no avail and I need to escalate ny situation to get help. TIA.
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HeyItsKatie
3 Messages
2 months ago
Hello, I have a charge on my account that I'd like to dispute, and customer service was unable to help me. I had a similar problem as the original poster - it is incredibly difficult to receive proper customer support, because the chat assistant is unhelpful and poorly designed. It feels nearly impossible to get in touch with a human, because I know the robots are unable to assist with my nuanced situations that require human assistance.
After hassling with the phone line's auto-attendant (that failed to understand my perfect enunciation, by the way) - I ended up leaving a callback number. I received a call maybe 30 minutes later, only for the call to randomly and unexpectedly drop after I finally reached a human. So I called back, hassled with the poorly-designed auto-attendant again, and finally got connected to a representative.
For context: when my dad went to return my equipment on my behalf, the UPS store representative told us to keep the Storm-Ready Wi-Fi equipment because we essentially "owned it" according to the UPS rep. So my dad brought it back with him and relayed that info to me. When I initially received the equipment with our promotional pricing, I was under the impression that it was free with the promotion (based on how the in-store reps phrased it), so I didn't question it. Later today, the rep told me we were actually paying an extra installment charge every month wrapped into our bill. So it wasn't a freebie, and we never owned the equipment.
To make matters worse: when I initially called to cancel my service in November, the rep on the phone told me I'd ONLY be responsible for the prorated balance of my last partial month of service, assuming my equipment was returned (which it was, the day of our cancellation date). Yet I later received an email saying that early termination fees would be administered at a later date.
The inconsistencies in verbal instruction and written policy are unacceptable. I have the unopened, completely new Storm Ready Wi-Fi box, ready to return. And we had attempted to return it with my other equipment, but the UPS rep told us to keep it. And UPS is an official partner that can accept Xfinity equipment on our behalf.
This resulted in an extra ~$200 on my bill, for no reason other than a blatant miscommunication. I would like to have this charge removed before I pay the final balance. Can you get me in touch with a higher-up? I would prefer to resolve this swiftly and directly with Xfinity, if possible. Thank you!
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user_wghz6v
3 Messages
28 days ago
There is no way to contact any human being. Why are you hiding?
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