Visitor
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1 Message
need supervisor
Hi I am in need of resolving my account. I have been with your company many years. I can not find help at the store in Pooler,Savannah,Georgia. I had an issue in August last year. I went there and they resolved the issue. To find out that they have confused a person with my same address but different name. No one on the phone can help I cant sign on either for cell or internet accounts.
I made a payment this month on March 12, and it posted to that old account with my same address. I called and a ticket was made and I was told because that other account is in collections I can no received a credit to my real account. I have reached a point where I am going to escalate this issue and go viral if possible. I also would hat to go to ATT.
XfinityPaula
Official Employee
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2K Messages
1 hour ago
Hello user_3fwjme! Thank you for reaching out to our team here on our Xfinity Forums. I can read your frustration, and I'm sorry that the people you have worked with so far have not been able to help. Based on the details you shared I think we will be able to help our directly, but if we can't, we will connect with the team and can, and we will stick with you until we have the accounts and payments sorted out. You mentioned being with Xfinity for many years, thank you for that, and I don't want to see that change, we will get this settled.
Can you please send us a direct message with your name and service address? From there I will verify the account and dig into the trouble we are having.
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
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