3 Messages
I need to file and ESCALATE many COMPLAINTS and GRIEVANCES and need the emails and numbers to the appropriate departments
I have all of the screenshots and emails to all of the numerous conversations that I have had with numerous representatives from XFinity since after many years as a loyal Xfinity customer, have had the worst experience and treatment once I moved to my new address after fleeing from a domestic violence situation! In these conversations, one can see the amount of tens of times that I was transferred from one rep to another to a different department and so on for hours throughout numerous days! These operators that obviously worked in countries outside of the United States, offered and confirmed different resolutions that would take care of the incredibly high bill for services that never worked at the new address that I had moved to. To make matters worse is the fact that I added home security to my services in order to feel safe and secure within my home after the horrific ordeal I went through. The fact that I am being charged almost 600 dollars for services that I never received at my new home and have had my services interrupted after I have been the one calling, emailing and chatting to let you know that my services were not working and being told that I would be receiving a call to set up an appointment for a technician to come out, but that never happened in the 6 or 7 times i was promised that. I have since called 9 different times and have been experienced nothing short of the worst customer service i have ever experienced in my life and have had my time wasted for numerous days in which i missed work in order for the technicians to be able to work on my service. For hours, I was transferred over and over again from one rep to another and from one department to another department, having to repeat what had happened over and over again, with the representatives having the time of their lives laughing at what they were doing to me! I was called a liar and made to feel like i was a criminal or something! That was UNACCEPTABLE! I need to know what is the appropriate best way to escalate and get this matter resolved by the appropriate people and departments ASAP this is a MUST!
XfinityKassie
Official Employee
•
1.7K Messages
1 year ago
@monicap Good morning! Thank you for taking the time to share your experience with our Community Forums Team. We appreciate your loyalty over the years, and want to help turn this experience into a positive outcome. I would be delighted to review over your account and make the necessary corrections to your billing and services today. To begin, can you please send a Direct Message with your name, and service address?
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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
(edited)
0
0
monicap
3 Messages
11 months ago
I need to escalate and file another complaint and grievance and need this escalated once again because I was promised a credit yesterday and agreed to make a payment yesterday which I did and a payment plan with the condition of my services being reinstated, and yet nothing has happened and I have been given the run-around once again and have been transferred over and over, been left on hold for hours, have had the calls dropped and have even been lied to, manipulated, and forced to make payments under false agreements!!!!
1
user_f8bca4
2 Messages
9 months ago
Hallo I also need to speak with the Executive office or escalation department management asap - my service was prematurely turned off on July 18h 2024 but the billing email states due date is on August 1st 2024. Also the bill is wrong I am a senior with the ACP program- have not received any communication that the program has ended. Then also fraud, the rep made multiple payment arrangements on my card totaling over $500 and my bill is supposed to be credited each month. Contact me asap. This could be a legal matter.
0
0
user_f8bca4
2 Messages
9 months ago
Hallo I also need to speak with the Executive office or escalation department management asap - my service was prematurely turned off on July 18h 2024 but the billing email states due date is on August 1st 2024. Also the bill is wrong I am a senior with the ACP program- have not received any communication that the program has ended. Then also fraud, the rep made multiple payment arrangements on my card totaling over $500 and my bill is supposed to be credited each month. Contact me asap. This could be a legal matter.
1
0