Need to report incompetent and

Appreciate if a supervisor from Xfinity Mobile can reach back to me regarding my recent experience with Xfinity Mobile agent support that resulted in following"

1. Repeated Transfers Without Resolution

• 33 agents involved, yet no definitive action was taken to resolve a straightforward issue.
• Frequent transfers between agents and teams, each requiring you to re-explain the situation.
• No single agent took ownership or escalated the matter effectively to a supervisor or specialized team.

2. Poor Communication and Documentation

• Agents repeatedly asked for basic information (e.g., name, zip code, payment method) already shared multiple times during the chat.
• Critical details (e.g., UPS tracking number for iPad return) were ignored or misunderstood, forcing you to repeat yourself.
• Agents failed to review previous notes, causing confusion and wasting your time.

3. Contradictory and Inaccurate Information

• Agents provided inconsistent answers about billing, discounts, and promotional terms.
  • Example: Confusion over whether multi-product discounts apply for 12 or 24 months.
  • Promised $50/month charges repeatedly contradicted by claims of higher charges ($90+).
• Misrepresentation of terms, such as the "free tablet line," when in reality, a $20 monthly fee applied.

4. Failure to Remove Returned iPad from Account

• Despite your clear refusal of delivery and documented UPS tracking, the iPad remained on your account.
• Charges for the iPad and its data plan continued to reflect on your account despite being unauthorized and returned.
• Agents failed to proactively confirm the return or initiate a refund, leaving the issue unresolved.

5. Lack of Proactive Problem-Solving

• Agents relied on vague assurances like “wait 30 days for a refund” without initiating immediate action or offering documentation.
• Instead of resolving the issue, agents often suggested that you contact other departments (e.g., retention team, billing team, assurance team), offloading responsibility.

6. Absence of Accountability

• No single agent accepted responsibility for resolving the issue end-to-end.
• Even when you escalated, agents provided generic responses and avoided taking meaningful action.
• Failure to involve supervisors meaningfully or ensure proper documentation of the resolution process.

7. Lack of Empathy and Time Wastage

• Agents failed to acknowledge the inconvenience caused, with many interactions feeling robotic and dismissive.
• Time wasted on unnecessary back-and-forth, with no significant progress despite hours of engagement.

Highlights of Incompetence:

• Refusal to Take Ownership: No agent took initiative to resolve the issue holistically or coordinate across teams.
• Failure to Act on Simple Requests: Removing a returned iPad from the account should be a basic task but was mishandled repeatedly.
• Inefficient Systems: Reliance on rigid protocols and lack of inter-team communication exacerbated delays.
• Over-Promising, Under-Delivering: Misleading claims about discounts and promotions without proper follow-through.

Impact on Me:

• Significant time loss and frustration from managing an issue that should have been resolved in a single interaction.
• Potential financial loss due to delays in refunds and unauthorized charges.
• Erosion of trust in Xfinity’s customer support system.