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user_j1c6s6
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11/05/2026 10:27 PM

Negative IN STORE experience

I had a very negative experience in the xfinity location in Springfield IL freedom Drive. I went in to make a cash payment, and was instructed to use a kiosk. I mentioned at least three times I needed to make a mobile payment. I was still instructed to make a payment on the kiosk. After making the payment, my phone service was not reinstated, so I asked what he had me pay for, because I SAID MOBILE 3 TIMES, and someone else said kiosk is only for internet payments. I spent the next 90 minutes sitting with an employee while they tried to get my payment transferred. After 90 minutes, they were able to transfer the payment but I can’t use my mobile service for 24-48 hours. This is ridiculous. The first employee was dishonest or poorly trained. An hour and a half of my precious time was WASTED. I am missing calls from work because of this, so I’m losing money because of the poor customer service. And on top of that I walked out empty handed and unable to use my phone service. I feel cheated and robbed. I need to be compensated and credited or I will be cancelling all of my services with xfinity.

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10 hours ago

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XfinityJeniece

Official Employee

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4.6K Messages

10 hours ago

Hey there, @user_j1c6s6, thanks for reaching out through Xfinity Forums regarding your store experience. I can understand how upsetting this experience was, especially after you clearly stated multiple times that the payment was for your mobile service and then spent another 90 minutes trying to get it corrected. Missing important work calls while still being without service only adds to the frustration. We’d like to take a closer look at what happened with the payment and your mobile service, so we can submit feedback regarding your experience. Can you please send us a direct message with your full name and your full address?

 

How to Send Us a Direct Message:

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  • An “Xfinity Support” graphic will replace the “To:” line.
  • Type your message in the text area near the bottom of the window.
  • Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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