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user_spmxf8
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Thursday, August 1st, 2024 1:20 AM

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MLB Extra Innings Frustration

I will try complaining here since customer service has been unable to assist.  Last year I had MLB Extra Innings.  However, this year I am going into the office and no longer want it.  Since the START of the MLB season I have tried to get Xfinity to cancel the subscription.  I have called or texted 4 different times, usually when I see the bill with the charges.  Every time I contact them, they assure me they handled the situation and that I will no longer receive MLB Extra Innings and be reimbursed for the money I've paid.  They failed every time.  I've now paid for the entire season.

The last time they opened ticket ECM0008379140 and assured me it would be taken care of.  The customer service rep was rude while I tried to explain to him that the MLB channel and MLB Extra Innings are not the same thing.  He insisted that they were.  Today I received an email telling me that they cannot process my request for a credit and closed the ticket.

Since they leave no way to email them complaints or even speak with someone who speaks good english, I am now very frustrated.  Not being able to contact managers or being able to escalate issues is a [Edit: Inflammatory] that they use to take money from loyal customers.  I may decide to look for alternatives to their services, which I have a few of.

Question

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Updated 

9 months ago

 • Edited

63

1

CC_Tony

Retired Employee

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1.4K Messages

9 months ago

@user_spmxf8 Thank you for your post. I am sorry to hear that you have had such a hard time canceling MLB Extra Innings. Being that it is a prepaid product, all cancelations must happen within 30 days of the charge being added to the account. I would love to look over your account to see when that request was made, so we can get it taken care of. Please, send a DM to Xfinity Support with your full name and address. I'll see you there!

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) 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

•Type your message in the text area near the bottom of the window

•Press Enter to send your message

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user_spmxf8

2 Messages

Xfinity Customer Service is a joke.  I tried what you said above.  I asked the question and was asked for my name and address.  I complied and 15 minutes later I was told they needed a text confirmation.  I said OK.  10 minutes later they sent the code and I responded right away.  That was the last I heard from the representative, She went silent.

I really believe this is a company strategy to frustrate customers so much they just stop asking for issues to be resolved.  If this is any more difficult than looking at my account and seeing that I've reached out 4-5 times on this, then Xfinity is using the wrong customer support software.  It should not be that hard.  I will withhold the amount I am asking to be reimbursed on my next monthly payment, and you'll see how quickly they reach out to me.  They will be all over it when they think I owe them money.

9 months ago

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