Is there anything we can do to hold rude representatives accountable?

I've just had the most terrible experience with a customer service representative who was rude and would let me cancel our service. My mom's name is on the account and she doesn't speak English. They made it extremely difficult for us to cancel. (It's still not canceled) They said she needed to be on the line but she doesn't understand English anyway, so what would they do when she's on the line? Grunt like an animal? This is clearly discrimination. He ("Brian") also would not transfer me to a Vietnamese interpreter unless my mom was on the line, again, to do what? grunt? The representative would not give me any employee reference number even though he was the manager supposedly. He could have been lying, giving us false information, and there's no way to hold anyone accountable for the racism we endured. This is disgusting. This is how they treat their minority customers. Do better Comcast.

Responses

XfinityThomasB

Official Employee

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1.9K Messages

2 years ago

Hello @user_a3he7b

Thank you very much for getting us in the loop. Providing support for our customers is our top priority. I hope it would be okay to ask a couple of questions. Are you set up on your moms account as an account manager? For us to confirm identity it does either need to be with the account holder or someone designated to manage the account.

I am set up on my moms account as a manager, it gives me the ability to act on her behalf for anything account related which is a huge help. I included the link here below. Rest assured, we are going to help get everything addressed. Our team is based out of corporate headquarters, here to ensure you have confidence and satisfaction with all things Xfinity.

https://www.xfinity.com/support/articles/adding-new-user-names-or-email-addresses

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user_a3he7b

3 Messages

We just completed the form. Would I be able to cancel our service now? Also, why does it have to be so difficult for someone who doesn't speak English? And why is the policy so that we can't reference anyone we talk to? That gives them high incentive to pretty much do whatever they want. But it doesn't matter unless there's a class action lawsuit with these corporations.

2 years ago

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user_a3he7b

3 Messages

@XfinityThomasB Thank you

2 years ago

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XfinityThomasB

Official Employee

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1.9K Messages

Appreciate you doing that setup! I can easily make sure the manager profile is on the account here on our end and close things out. Rest assured, we are proud to assist customers who need support in almost every language. We have our dedicated ACP Support Center at 833-511-0311 and ask for Language Services.

I would love to help handle this though to ensure we can provide feedback for our teams related to the proper process. Thank you again for getting us in the loop to help.

Could you please send our team a direct message with your name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• 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

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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

2 years ago

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user_3d7k23

3 Messages

1 year ago

It's no racism. They treat white people just as poorly and disgusting. Today an Indian CSR named Bert ID #94124567. Kept me on the phone from 12:08-1:15pm refusing to remove cable TV from my account. I have never ordered cable. He accused be of having a Comcast or noncommittal box whichbI do not have. They have charged me for installation appointments for someone else's account. I can't get the bill adjusted for 90 days deom November 5 through February 1. ..just reported them to the secretary of state at the off ice of the Florida Governor

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CCJodie

Problem Solver

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1.3K Messages

@user_3d7k23 Hi there, I would like to look more into this for you. Pleas send us a direct message with your full name and service address.

Here are the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I no longer work for Comcast.

1 year ago

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user_3d7k23

3 Messages

1 year ago

I am sick to death over Comcast car's using the property address as the sole information for identifying my account. The do not verify the account number, name, phone number on the account or the last 4 of my social before adding cable tv to my account after giving an account to a gentleman named Jack and billing me for his services which he never installed and returned his equipment

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user_3d7k23

3 Messages

They have been billing me for cable for 90 days since November to February. I DO NOT NOW have cable tv NOR HAVE I EVER HAD CABLE TV. I HAVE NO BOX/DVR nor have I ever had a box. I did not order a box nor did I order cable TV. I did not authorize any employee to add this to my account and they won't take it off my account

1 year ago

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Customer Service

user_a3he7b

Is there anything we can do to hold rude representatives accountable?

XfinityThomasB

user_a3he7b

user_a3he7b

XfinityThomasB

user_3d7k23

CCJodie

user_3d7k23

user_3d7k23

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