This is the absolute worst customer service EVER. I believe it is easier to be kind than it is to be rude, and I never leave bad reviews, but I cannot let this one go by.
Not only do they not follow through with promises when you have documentation, believe it or not, the store service is actually worse than the phone service. I was in a store today and literally the rudest, meanest person I have ever dealt with. And I had all my documentation with me from dealing with customer service on the phone. [Edited: Solicitation"]. The absolute rudest, inept company in my lifetime.
Absurd fees for terminating early due to an unforeseen move. Says I signed contract but nothing was ever sent to me or signed. Will NEVER use again and will not recommend to anyone I know
@user_yy6xi4 I'm happy to go over how to review any agreement or approval with you in a DM if you'd like. Any changes to your plan or pricing does go through an approval process that is either over the phone with a number being pressed on your end to agree to what was stated, a text message with a link to review the terms of the agreement and approve if you agree, or an email being sent for that same link to review and approve the stated changes. If an early termination fee was applied, that means that you were on a term agreement which does require an approval to be made and can only be completed on your end. Checking those boxes that state "I agree" and then submitting is the digital acceptance and is outlined as such.
Following these steps can guide you to view that agreement. The typical fee is $10 per month for each remaining month of an agreement, there are instances where specific agreements may have differing fees or additional fees, all of which are outlined in our agreements. Any pricing that does not include an agreement would not have early termination fees applied to it at the close of the account. If you moved to a home that is still within our Xfinity footprint and continued service with us there, we can help! If you moved due to military orders, we can help with that too! Let me know if I can be of assistance.
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.
Hi I have been a customer since 2022 I got behind tried to call and work up something with the customer service and no options I want to cancel you guys are telling me no ... The bills are charged a month ahead ...I'm very disappointed with how bad I was treated I am cancelling services this has been horrible Sofia was my Rep (whoever she is) Rude nasty , annoying person who will make you very angry ....very very disappointed....
Hello @lnog1213, thank you for taking the time to reach out on social media. This is not the experience we aim to provide, and I'd like to check into that further for you.
To access your account, will you please send us a direct message with your full name and complete service address.
To do so, click on the chat icon located at the top right of this forums page.
Here's 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 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.
After dealing with xfinity for the last 3 weeks,I have come to believe they are the worst company out here. I finally had it when the outsourced call service person said my name for the 12th time in one call and must have been reading from a script becausethey kept repeatingthe same statement over and over. Well issue unresolved and I ended up canceling my service. I was a faithful customer but not anymore. Verizon, here I come.
Hello @user_o2biaz, thank you for taking the time to reach out on social media. We absolutely appreciate your feedback. One of the things I love most about working for Xfinity is that I'm confident they listen to customers and employees and are always striving to make the services more enjoyable for everyone.
Feedback like this really helps us make a huge difference in how we approach solutions like this in the future.
We're sorry to see you go. If you have any questions about your account, or need any help at all please feel free to reach out.
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.
This company is horrible. I bought internet and cannot get it to work. Multiple customer service agents seem to have no idea how to set up internet in a WiFi enabled apartment. Getting to actually talk to a person and not get hung up on is like playing a childish game with a computer.
Hello @user_ebztin, Thanks so much for taking a moment out of your day to leave a comment on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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.
i had someone helping me there last name was [Edited: "Personal Information"] he was an amazing help and we had a very great conversation there are truly 1/1 if you ever get help from them you’re in the correct hands xfinity please give them a raise they deserve it plus some!!
Thank you for taking the time to share your feedback, we always want you to have the best experiences and have shared your feedback with our team. Thank you for choosing Xfinity!
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.
@user_4x1253 Hello and good afternoon. I’m sorry to hear about your phone experience. Can you tell us more about why you called, so we can help resolve your concerns.
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.
I had monthly payments set up through my credit card. Everything was going great until I had a fraud on my credit card. I tried to change the monthly payment to my new CC #, however it would not let me do this online or on the app. I called Xfinity customer service. After 20 minutes of them trying to get me to use the automated system (which also couldn't help me), it was like climbing Mount Everest to get a human being on the line. Finally got a human and she could not grasp what I was saying. She asked me the same questions over and over (and over) again. Nothing got resolved, it was going in a vicious cycle of zero help no matter what I tried to explain to her. This is a VERY simple request to just change my credit card number on my monthly billing. A middle schooler could do this. Incredibly frustrating, beyond comprehension. This company is a disaster in regards to it's customer service. [Edited: "Inflammatory"]. Time to move on...
user_bcjefp This certainly isn't the experience we want for you when trying to change payment methods. I would be happy to help in any way I can by troubleshooting the issue you have when using the online and app option.
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil 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
- An "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
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.
I was with Xfinity for more than 10 years. I had to leave them because where I am moving they don't accept Xfinity. I called Xfinity to double check and yes they confirmed that I couldn't transfer the service to my new place. In the process of cancelling Xfinity, I was told that I would get a refund of $3. I canceled the services effective 11/8. Today 11/26 I see that I got charged $98.79. Not only I didn't get my refund, I was charged again. When I received the promotion that they offer, nobody mentioned any early termination fee. All they told me was "We see that you have been a great customer for a long time and we have a perfect plan for you". I have been with your service for over 10 years and I am getting charged early termination fees when nobody explained that to me? The second that I tried to cancel my policy I had to be informed about the early termination fees. I tried to communicate with a live agent and I was told that I will be getting those charges back. I hope I do because it was never my intention to cancel my account. The only reason is because where I am going I can not get Xfinity. I see the reviews below they mentioned a contract where we agreed for the plan. We agreed for the plan but never agreed to an early termination fee. Aren't those fees supposed to be explained by the agent when selling the promotion? If you send me a text to agree for a promotion why the agent selling this promotion does not mention anything about early cancellation fees? they just tell you "Oh please agree to start the plan". I hope I get this problem solved because if Xfinity charges fees that were never broken down, how can we trust them?
I am sorry for how your experience has made you feel @Jorge_1987 Early termination fees are listed in your terms and conditions of your customer approval for any and all orders. We never want you to feel like you're being cheated or put over a barrel. The whole point of our customer approval process is to present information upfront with full disclosure so problems like this don't occur. I am very sorry that things did turn out this way with your move.
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.
Am I getting those charges back as the live agent said? It wasn't up to me. You guys don't offer service where I am moving. We double checked. I need a solution. Xfinity can not just say "We are sorry we didn't mention any hidden termination fees but you agreed to the contract" Is this the treatment I get for being with Xfinity for so many years?
We do appreciate you being a part of the Xfinity family for as long as you have. The early termination fees are clearly listed in every contract or term agreement. You may have received a prorated credit as the representative mentioned, but the early termination fees are added once the account is fully disconnected, and you are sent a final billing statement. I suggest reading everything before agreeing to the customer approval link you are sent.
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.
Wow.... that is the comment you leave in my review? You suggest reading everything? Isn't that the agent's job to explain every details on the contract? So you do have hidden details that are never explained to the clients. When something happens it will never be xfinity's fault.... the company's answer is "Yea we never tell you details, you are supposed to read the contract". Don't I get any brief for not being my fault that you dont offer service in my area?
100% SCAM.... I cant believe after so long I get this treatment. The so-called promotions are scams. They don't mention any regulations or conditions. The agents working there are full of it. They just tell you that you qualify for their plan but never tell you the conditions. Their excuse is "oh you were supposed to read the agreement, we don't disclose any conditions on the chat or the phone", "we suggest next time read the agreement". I had to move to my new place and was forced to cancel my account with Xfinity. Even then I was penalized for something that was never disclosed to me. When I call, they tell me something different. When I chat, they don't even know what they are doing. If you stay with them they try to help you but if you cant stay, they will take as much money as they can from you. If this happens to a loyal client for over ten year, imagine how they treat new customers. My whole family has Xfinity but after what they showed me I see my family is also getting robbed. Thank you Xfinity for showing why you have no good reviews.
Xfinity is [Edit:Language]! I was a customer only long enough to pay them once. I did not even install my internet. I bought a modem and router, based on the advice I was given by the agent. ($185) When I moved into my new condo, there was nowhere to plug in. I called for support, the computer told me to text a different computer. I was not about that, I wanted a human interaction with another human that has encountered problems and solved them.
I spoke to a person, not a recording, from Verizon. They typically have to do the instal in this area vice self-instal. I took this as good, a human being spoke to me about the service I wish to procure.
I then tried to cancel Xfinity online. Had to place a phone call instead. Funny how now that I am refusing to give you money, someone is willing to speak to me. I’ve expressed that I am displeased. I did it politely. It still took half an hour to cancel service.
I paid the $60. I bought a modem and router for $185. Did not use the internet for a single day. I also wasted my time speaking to recordings, and hour at least.
I’m not happy, you are not currently capable of making me happy. There will need to be several major changes before I am willing to speak again.
First and foremost, if a [Edit:Language] computer is the one calling me, the answer is no!
user_wvfdym Thanks for reaching out! I'm sorry to hear your experience with us was not very favorable. It sounds like we would have needed to schedule you a technician visit to scope out an install path for our cable drop to enter your home. I do apologize that was not handled in the correct manor. If you would like us to review your account, please send us a direct message.
To send a "Direct Message" 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 • Type your message in the text area near the bottom of the window • Press Enter to send it
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.
I was lied to by an Xfinity associate. I was not given what they promised me. I called back to try to talk to Adam who lied to me but Carl employee # 103191 and his manager Jesi employee # 102551 were zero help. They could not get me to him. They could’ve cared less about him lying to me. The whole time they were just trying to sell me more stuff. Xfinity has gone to shit. Terrible internet. Terrible customer service. Terrible terrible terrible. Go to T-Mobile if you want to be taken care of.
Xfinity lies to their customers and does nothing about it when called out about it. They will change your plan without asking. They will start billing you more without notice. They are completely against taking care of their existing customers. Only want more more more money from them. Their services have gone downhill and rates sky rocketing.
user_o7r1vk Our team can help you if you're still needing assistance. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. Click "Sign In" if necessary Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging 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 Type your message in the text area near the bottom of the window Press Enter to send it
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.
B-LISA
Visitor
•
2 Messages
4 months ago
This is the absolute worst customer service EVER. I believe it is easier to be kind than it is to be rude, and I never leave bad reviews, but I cannot let this one go by.
Not only do they not follow through with promises when you have documentation, believe it or not, the store service is actually worse than the phone service. I was in a store today and literally the rudest, meanest person I have ever dealt with. And I had all my documentation with me from dealing with customer service on the phone. [Edited: Solicitation"]. The absolute rudest, inept company in my lifetime.
(edited)
0
XfinityWilliam
Official Employee
•
1K Messages
4 months ago
Hello B-LISA. Are you having an issue or concern with your services? If so, you can let us know right here on this platform.
(edited)
0
0
user_yy6xi4
1 Message
4 months ago
Absurd fees for terminating early due to an unforeseen move. Says I signed contract but nothing was ever sent to me or signed. Will NEVER use again and will not recommend to anyone I know
1
lnog1213
1 Message
3 months ago
Hi I have been a customer since 2022 I got behind tried to call and work up something with the customer service and no options I want to cancel you guys are telling me no ... The bills are charged a month ahead ...I'm very disappointed with how bad I was treated I am cancelling services this has been horrible Sofia was my Rep (whoever she is) Rude nasty , annoying person who will make you very angry ....very very disappointed....
1
user_o2biaz
1 Message
3 months ago
After dealing with xfinity for the last 3 weeks,I have come to believe they are the worst company out here. I finally had it when the outsourced call service person said my name for the 12th time in one call and must have been reading from a script becausethey kept repeatingthe same statement over and over. Well issue unresolved and I ended up canceling my service. I was a faithful customer but not anymore. Verizon, here I come.
1
user_wmhcos
1 Message
2 months ago
I had a very nice experience today setting up my Xfinity account. When I spoke with Florencio he was very
helpful and patient.
0
user_ebztin
1 Message
2 months ago
This company is horrible. I bought internet and cannot get it to work. Multiple customer service agents seem to have no idea how to set up internet in a WiFi enabled apartment. Getting to actually talk to a person and not get hung up on is like playing a childish game with a computer.
1
user_bfkhxv
2 Messages
2 months ago
i had someone helping me there last name was [Edited: "Personal Information"] he was an amazing help and we had a very great conversation there are truly 1/1 if you ever get help from them you’re in the correct hands xfinity please give them a raise they deserve it plus some!!
(edited)
1
user_4x1253
2 Messages
1 month ago
The worst !! OMG , so much time spent on the phone with Xfinity customer service.
The all agents I spoke with have no idea what are they doing and just making stuff up. And by the end problem is not solved.
I spent so much time on the phone and nothing
2
user_bcjefp
1 Message
30 days ago
I had monthly payments set up through my credit card. Everything was going great until I had a fraud on my credit card. I tried to change the monthly payment to my new CC #, however it would not let me do this online or on the app. I called Xfinity customer service. After 20 minutes of them trying to get me to use the automated system (which also couldn't help me), it was like climbing Mount Everest to get a human being on the line. Finally got a human and she could not grasp what I was saying. She asked me the same questions over and over (and over) again. Nothing got resolved, it was going in a vicious cycle of zero help no matter what I tried to explain to her. This is a VERY simple request to just change my credit card number on my monthly billing. A middle schooler could do this. Incredibly frustrating, beyond comprehension. This company is a disaster in regards to it's customer service. [Edited: "Inflammatory"]. Time to move on...
(edited)
1
0
Jorge_1987
9 Messages
30 days ago
I was with Xfinity for more than 10 years. I had to leave them because where I am moving they don't accept Xfinity. I called Xfinity to double check and yes they confirmed that I couldn't transfer the service to my new place. In the process of cancelling Xfinity, I was told that I would get a refund of $3. I canceled the services effective 11/8. Today 11/26 I see that I got charged $98.79. Not only I didn't get my refund, I was charged again. When I received the promotion that they offer, nobody mentioned any early termination fee. All they told me was "We see that you have been a great customer for a long time and we have a perfect plan for you". I have been with your service for over 10 years and I am getting charged early termination fees when nobody explained that to me? The second that I tried to cancel my policy I had to be informed about the early termination fees. I tried to communicate with a live agent and I was told that I will be getting those charges back. I hope I do because it was never my intention to cancel my account. The only reason is because where I am going I can not get Xfinity. I see the reviews below they mentioned a contract where we agreed for the plan. We agreed for the plan but never agreed to an early termination fee. Aren't those fees supposed to be explained by the agent when selling the promotion? If you send me a text to agree for a promotion why the agent selling this promotion does not mention anything about early cancellation fees? they just tell you "Oh please agree to start the plan". I hope I get this problem solved because if Xfinity charges fees that were never broken down, how can we trust them?
6
Jorge_1987
9 Messages
30 days ago
100% SCAM.... I cant believe after so long I get this treatment. The so-called promotions are scams. They don't mention any regulations or conditions. The agents working there are full of it. They just tell you that you qualify for their plan but never tell you the conditions. Their excuse is "oh you were supposed to read the agreement, we don't disclose any conditions on the chat or the phone", "we suggest next time read the agreement". I had to move to my new place and was forced to cancel my account with Xfinity. Even then I was penalized for something that was never disclosed to me. When I call, they tell me something different. When I chat, they don't even know what they are doing. If you stay with them they try to help you but if you cant stay, they will take as much money as they can from you. If this happens to a loyal client for over ten year, imagine how they treat new customers. My whole family has Xfinity but after what they showed me I see my family is also getting robbed. Thank you Xfinity for showing why you have no good reviews.
(edited)
0
user_wvfdym
1 Message
28 days ago
Xfinity is [Edit:Language]! I was a customer only long enough to pay them once. I did not even install my internet. I bought a modem and router, based on the advice I was given by the agent. ($185) When I moved into my new condo, there was nowhere to plug in. I called for support, the computer told me to text a different computer. I was not about that, I wanted a human interaction with another human that has encountered problems and solved them.
I spoke to a person, not a recording, from Verizon. They typically have to do the instal in this area vice self-instal. I took this as good, a human being spoke to me about the service I wish to procure.
I then tried to cancel Xfinity online. Had to place a phone call instead. Funny how now that I am refusing to give you money, someone is willing to speak to me. I’ve expressed that I am displeased. I did it politely. It still took half an hour to cancel service.
I paid the $60. I bought a modem and router for $185. Did not use the internet for a single day. I also wasted my time speaking to recordings, and hour at least.
I’m not happy, you are not currently capable of making me happy. There will need to be several major changes before I am willing to speak again.
First and foremost, if a [Edit:Language] computer is the one calling me, the answer is no!
(edited)
1
0
user_o7r1vk
2 Messages
26 days ago
I was lied to by an Xfinity associate. I was not given what they promised me. I called back to try to talk to Adam who lied to me but Carl employee # 103191 and his manager Jesi employee # 102551 were zero help. They could not get me to him. They could’ve cared less about him lying to me. The whole time they were just trying to sell me more stuff. Xfinity has gone to shit. Terrible internet. Terrible customer service. Terrible terrible terrible. Go to T-Mobile if you want to be taken care of.
0
0
user_o7r1vk
2 Messages
26 days ago
Xfinity lies to their customers and does nothing about it when called out about it. They will change your plan without asking. They will start billing you more without notice. They are completely against taking care of their existing customers. Only want more more more money from them. Their services have gone downhill and rates sky rocketing.
1
0