Visitor
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1 Message
Issue/Complaint
Hi,
I want to apologize for this long email in advance, but I have just become extremely unpleased with my recent experience with the customer service provided by Xfinity.
This morning, I decided that I was going to move forward and cancel my xfinity services, as I found much better pricing and servile elsewhere as I already have had smaller issues with xfinity in the past. I had messaged in the chat with us section and it said someone would call me in the next 5 minutes.
I received a call, but all it did was start to beep and hung up on me. I did not speak to anyone at this time. After that, I called to actually speak to an agent to cancel services. When talking to this agent, she told me that my services was cancelled as of 2/16, but I never officially cancelled my services.
She then said that she had changed the cancellation date to 2/27, so I would have service until Friday. She also let me know that I would be refunded my last payment of $66.47 and to return the modem after Friday to an xfinity store. I was also given a reference number. After being done with the call, I assumed everything was good to go.
I then get a call from my Fiancé, who is working from home letting me know our internet is out even after restarting it. I then try calling, and it restarted my service and then I got a text asking if it was working. I said no, and it asked me a few more questions just to tell me to call once again. I try to call again and get the same response regarding service, telling me to restart it again.
I then try to use the chat with us option to try and talk to a live agent. I tell them my situation, and they are telling me they are going to restart my service and tells me they are going to give me a deal and how much it is a month. This confused me very much as I was just told on the phone that it would end on 2/27, so why would I need to restart my service? I let them know I am going to end the conversation and call to make it easier. They rudely suggest "You are going to get the same response on the phone"
I call the support line again, and after 5 minutes of trying to get past the voice automations I was able to get a hold of a live agent. I explained my situation and she tells me she is going to have to completely reset up my service, and told me I was to be pro rated for 5 days of service. I offered the reference number I received from the first agent but just keep receiving the same response. Obviously, we need the WIFI as my Fiancé is in the middle of his work day so I have to restart everything.
This is all extremely unprofessional, as a large well-known company. This happened all in a matter of 2 hours and took up time out of my Fiancé's and I's work days. The fact that I was told one thing and then hearing another multiple times, is outrageous even though I told each agent that I had a reference number, which is supposed to be used as proof to the previous conversation.
I am mainly emailing, so hopefully no one else has to experience what I have. At this point, I should not even have to pay for this week of service for the waste of time and inconvenience I just received. I genuinely hope that this complaint is taken seriously and I do plan to report this to the Better Business Bureau.
XfinityMarcus
Official Employee
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2.1K Messages
5 hours ago
user_xwvix7 thank you for using the Xfinity Community Forums page to reach out today. We appreciate you sharing your experience with us in great detail. First and foremost, we never want to make any process difficult for you and are happy to step in and change your experience going forward. I definitely recommend coming to our Xfinity Forums team for assistance going forward to get the absolute best help in the business.
I would like to take a look at your account on my end to see where exactly the billing currently stands for you. Please send over a direct message with your full name and complete service address to get started.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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
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• Press Enter to send your message.
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