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user_580cce
1st Topic

2 Messages

Friday, September 15th, 2023 7:22 PM

Closed

Infinite Hold

I have been on hold for over 2 hours now waiting for a representative! How long before I should expect a person to come on the line? Do you have any live personnel?

Question

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Updated 

2 years ago

72

2

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XfinityRay

Official Employee

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2.8K Messages

2 years ago

Hi there, @user_580cce. I am sorry that the wait time has been so long. The times can vary depending on how busy it is on a given day. That being said, we certainly don't want you to have to wait that long and understand your time is important! Our team would love to help! What concern are you needing assistance with?  

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user_580cce

2 Messages

I have been getting charged for equipment that I did not have. My bill was more than double what it should have been. And when I did finally get a live person her only concern was trying to sell me more services instead of addressing my issues. I spent a total of 3 hours and 17 minutes on the phone. Most of it on hold. You need better lines of communication for your customers. Ridiculous. I did finally get the $95 overcharge removed but it should not have taken 3 hours.

2 years ago

0

XfinityRay

Official Employee

 • 

2.8K Messages

2 years ago

Thank you for your feedback about your experience, @user_580cce. I deeply apologize for the length of time that took. Our team is here 7 days a week and able to help if you need us. I am glad that the charge was removed. Credits show up in the Xfinity app balance within 72 hours. Was the equipment charge what was making the bill so high or is there another billing concern? 

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