U

Monday, March 24th, 2025 3:54 PM

I would like to file a complaint

I was lied to by an agent over text and I have a copy of the transcript. I was dumped over and over on the xfinity assistant chat, and spoke to four different people on the phone. I spent almost two hours this morning between chats and phone calls and spoke to seven different agents before my issue was kinda resolved. I want to know where I go to file a complaint. Thanks. 

Official Employee

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3.4K Messages

3 months ago

 

user_ak560u Thank you for taking the time to reach out to us here on our Xfinity Forums. This is definitely not the experience we want for our valued customers. We would be more than happy to take your feedback and ensure it gets to the right team. It's also important to us that your concerns be fully resolved, our team is also happy to assist you with any and all questions/concerns you may still have. To get started, please send us a DM to Xfinity Support with your full name and address to get started. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

 

4 Messages

@XfinityBillie​ I'm not sure what the point was for me to do that. XfinityBillie leaves, then XfinityJeniece shows up, followed by XfinityAngie, and now XfinityDena. I have repeated myself multiple times to multiple agents. What a waste of time, I guess I'll go complain to the FCC.  

Visitor

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1 Message

You can also file a complaint with utilities, commissioner of your state and also put in a complaint to the attorney general's office who will take them to court which people really need to start doing these things so that they realize how awful their customer service is.

Official Employee

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2.4K Messages

 

user_e1tro8, Thanks for reaching out and for providing this information. To help make filing complaints easier, in addition to leaving your feedback with us to pass along to help prevent this kind of unfavorable experience from happening in the future, we also have a couple of digital options. One is at our feedback section at the bottom of our website when signed in like in this link here. Another location is by submitting feedback using our SVP contact form here.
 
@user_ak560u Your experience is our number one product. Over social media, we work as a team of experts, so when one becomes unavailable, another one will pick up where we left off and ensure you are taken care of. The great thing about working with us is that the work we do is saved in writing. This makes it easier to follow up and you never have to worry about being disconnected or having to wait over the phone on hold. Have we addressed all of your questions or concerns? I want to ensure we provide you with a full resolution. 

 

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

New Poster

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4 Messages

3 months ago

Yeah, me too. Jerked around by multiple support staff, still not resolved. Repeatedly keep trying to add services/charges to my bill that I did not want. 

Official Employee

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1.4K Messages

 

 

drwcl Thank you for creating a public post. We will reach out via DM shortly to assist you!

 

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

4 Messages

@drwcl​ Good luck. I'll be switching to T-Mobile. 

Visitor

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2 Messages

5 days ago

[Edited: "Soliciting"]. Despite the fact there are not supposed to be monopolies, in Chicago IL I do not have many options for companies that serve my address, and xfinity/comcast is the most affordable, unfortunately. But they continuously try to reap profit in other areas. I recently moved address, completed the form online, and was told I would be able to do it myself. I followed up the week before my move and confirmed I could move my equipment and plug in to be up and running. I work from home and needed a seamless transition and was told my new address had xfinity/comcast service and it would be a breeze. I got to my new address and continuously had dropped connection. I called the customer service line and spoke with a quite condescending person who told me I would need to pay a $100 help fee to have someone come turn on my service, and they couldn't come for two more days. I asked a series of questions, as I had been thorough to assure this wouldn't be the case and the woman told me she was sorry to be the "bad guy", (she sounded pleased to be the bad guy). I told her thank you and I would look for service elsewhere. As I was on the phone with At&t, I also chatted a live assistant through xfinity. She said she was able to resolve the issue and start service at my new address, and as we were chatting my internet started to work. As soon as the chat stopped, so did my internet. I logged into my account to see that my service was canceled. Once again, I called xfinity (in the meantime I had started service with At&t but it was more expensive and wouldn't technically be turned on for three more days; my most urgent need was immediate internet for work). I finally spoke with someone very helpful who turned on service and had me speak with a technician to calibrate my modem. Now I have internet service, immediately and without a $100 fee. On principal I would have kept the At&t service, but their sales team seems just as unethical and aware that people don't have any good choices for service providers. Why was I told that I could not have service, would have to wait and would be charged $100. I have paid $45 to xfinity for five consecutive years. If there were ANY other options, I would choose that. Terrrible gouging and arbitrary obstacles. The only reason I stay is because my other option is 30% more expensive and couldn't start immediately. I am so so so disappointed to give this company my money. 

(edited)

Official Employee

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2.2K Messages

Hello! Thank you for reaching out. We are sorry to hear of the experience you are having. If there is anything we can still help you with, please let us know.

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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