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user_gbd321
1st Topic

3 Messages

Wednesday, September 11th, 2024 11:29 AM

Closed

New mobil refund lie

I purchased a new iPhone and opened a new account for mobile in July - I'm a diamond member and received a post card $600 off I met all requirements 
after countless emails with the person from the Burlington Ma store, calls into xfinity and online chats - blind transferred multiple times and explaining to each new rep over and over still no resolution 
each time I contact I'm given a ticket number and told it will resolve either in 24 hours or next billing. I have spent countless hours trying to fix this.
worst customer service experience of my entire life!  I have emails saved ucopies of chats - told my account is noted yet I exhaust myself explaining over and over and promised I'm all set - 2 months later and nothing 

Question

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Updated 

8 months ago

22

1

0

XfinityJamesC

Official Employee

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2.1K Messages

8 months ago

Greetings, @user_gbd321! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with this Xfinity Mobile offer, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

3

0

user_gbd321

3 Messages

@XfinityJamesC​ I don’t have a direct message option at the top right of my screen or a little bell. I’ve clicked on everything and it doesn’t bring me to an area where I can actually send a direct message.

8 months ago

0

XfinityJamesC

Official Employee

 • 

2.1K Messages

Thank you for letting me know, @user_gbd321. Our good friend, @BruceW, created this excellent explanation for us!

 

To send a private message to Xfinity Support from any Forum page:

  • Click "Sign In" (if necessary - there will be a visible prompt)
  • Click the "Direct Messaging" (square speech bubble) icon
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • As you are typing, a drop-down list will appear. Select "Xfinity Support" from that list.
  • An "Xfinity Support" graphic should replace the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

See https://comca.st/3kYXwkR for an example

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

user_gbd321

3 Messages

Oh ok I saw that but was looking for a box to click support- I sent another message on there, I have done that before too 

8 months ago

0

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