4 Messages
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.
XfinityBillie
Official Employee
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3.4K Messages
3 months ago
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
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drwcl
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.
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user_8ccsi4
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)
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