Regular Visitor
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6 Messages
I canceled because of CSR
[Edited: "Personal Information"]
My cable through our HOA was discontinued as of May 1st. I had every intention of keeping my internet services that I pay separately for. April 29th I took my cable equipment to the Estero Florida location. I didn't have time to wait for a sales rep but was told I had to call xfinity to make sure it was canceled. I did get "Ray" from the Philippines on the phone at 11:04,am EST. It ended up being a 23 minute call while he had me on mute. Every time he returned to me he said he was working on the cable disconnect. He lied. We NEVER talked about anything related to my internet. He finally came back and said "Good news I'm sending you upgraded equipment for your internet". I said "No you're not". He proceeded to tell me that I could refuse the equipment but that I had to agree to the text he sent me in order to cancel my cable. I read the text and it stated that my internet would change. I was livid and requested a supervisor or I would cancel everything. It sounded like the call disconnected so I hung up, unplugged my modem and was on my way to the Xfinity office and he called back. It was too late, he repeatedly lied on the call. I am now a former account. Please pull that call. It's a perfect example for training on what not to do. He also needs coaching and more frequent monitoring. I previously worked for Frontier Communications and RCN when I lived in Pennsylvania. He did everything wrong on that call. The offer in the text was actually a better price and speed than what I had. But there was no way he was getting any sale from me.
Sincerely
Rita
[Edited: "Personal Information"]
XfinityAmandaB
Official Employee
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3.1K Messages
8 hours ago
@user_rc57a Thank you so much for stopping in for help with your cable disconnect experience. You are correct that this is not the experience we want customers to have. Some of our older plans do have bundled TV and internet, but that should have been discussed if that was the case, and explained that a new internet package would have been needed since the previous promotion had the services combined. With that, I would be happy to help look into that interaction you had and make sure it gets addressed, as well as confirm your cable is disconnected as requested and your remaining internet services are at a level you are comfortable with.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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