Visitor
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1 Message
Negative Representative Experience
On August 13, 2026 I accessed the Xfinity application > rewards to try renting a movie for $1. There were technical issues and I repeatedly was taken to a page that said the $1 movie rental was redeemed in January of 2026. I called Xfinity and stated the problem. I admittedly said I felt that Xfinity might be trying to save money by making the rewards system difficult to maneuver. The Xfinity representative (David [Edited: "Personal Information”]) said it’s most often difficult for seniors to navigate. I assured him I successfully accessed movie rewards in the past and am pretty computer literate having worked many years with two screens on my desk and use a laptop, PC and IPhone. I was then sent to tech support who ID’d as helping those with disabilities. He said they were helping out another team. The representative (Marco B) was very kind and helpful even giving me a credit for the number of years I’ve been with the company.
My frustration with Xfinity customer service has grown over the years and I’m contemplating switching to streaming only.
user_ebl2k4
Visitor
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1 Message
1 day ago
Yes my name is [Edited: "Personal Information”] I have an internet and mobile phone account with you guys and I just had thee very worst experience with an employee of your company his name was Daniel he was actually acting as if it were funny to sit and upset me on the phone he absolutely refused to put a supervisor on the phone he told me I had a balance due which I don't I've already paid my bill and it's cleared my account already well he kept saying that I still had a balance I told him atheist 10 times I wanted to talk with a supervisor and straight refused to get me a supervisor I've paid my bill I paid 100.00 for my internet and and 68.00 and some cents for my phone bil infact you guys actually owed me 36.00 dollars back that was just put back on my account I just talked with a gal from your company she said she would process the refund and she did she also said because of the issues I've had with your company that I would not have a bill until the 1st of September she said that would be the last time I had to deal with this issue well she didn't clear the amount that they were saying I owed so she failed to do that I paid my bills they both cleared my account already I've got the proof so if I have to go to my bank and get the transaction history in my account I will be very happy to do solution I will not deal with a smart ass employee talking to me like it's a funny situation I want something done about his behavior I did record the last part of the phone call he straight refused to get me a supervisor so I want something done about this situation so please escalate this conversation to the corporate office or im going to get a hold of the federal trade commission and file a complaint thank you
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XfinityChelseaB
Official Employee
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2.5K Messages
1 day ago
Hello @user_tgze9f, thank you for taking the time to share your experience with us. We truly appreciate you reaching out and providing detailed feedback regarding your recent interaction and the issues you encountered with the Xfinity Rewards movie rental offer. First and foremost, I want to sincerely apologize for the frustration and disappointment you experienced while trying to redeem your reward. We understand how frustrating it can be when a promotion does not work as expected, especially after multiple attempts and the effort of contacting support for assistance. I'm also very sorry to hear about your interaction with one of our representatives. We strive to provide respectful, professional service to every customer, and I understand why the comments you described would have been upsetting. Your feedback regarding this experience is important and will be documented so it can be reviewed internally. At the same time, I appreciate you recognizing Marco B for the kindness, patience, and assistance he provided. It's encouraging to hear that he was able to help and make a positive impact during a frustrating situation. We value your loyalty over the years and are disappointed to hear that your frustration with customer service has left you considering other options. Customer feedback, both positive and negative, helps us identify opportunities to improve the experience we provide, and we're grateful you took the time to bring these concerns to our attention. Thank you again for sharing your experience. We sincerely apologize for the inconvenience and frustration this situation caused, and we appreciate the opportunity to hear your feedback.
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