Not okay to treat people like this [Edited]

Rahul

Live Agent

January 23rd, 2025

billing

It looks like your Xfinity account is no longer active. Do you want to chat with an agent for more help?

Chat with an agent

Got it. I'll put you in touch with a live agent now.

Hi Kimberly, thank you for contacting Xfinity. My name is Heena. I see you may have questions about your bill. Is that correct?

yes. I spole to an agent #/# she sett me up w a credit of about ### dollars and I still haven't received it. she said it be a check just on it.

Thank you for sharing your concern. Be rest assured you're connected to right person. I will certainly help you with the concern.

Please allow me 2-3 minutes while I check your account and help you with the information.

Are we still connected?

yes

Thank you for confirming.

Meanwhile, may I know how is your day been so far?

fine thank you

You are most welcome.

I am almost done, please stay connected.

Kimberly, I see that your account shows a credit for the balance amount. Please allow us 2-3 business days to update that amount in your account.

put I need it to be cashed out bc im no longer a customer and need a check or to my bank account

You will receive it through autocheck

what is that to my account

to my bank account

You mean which bank account is updated with us ?

no so it will go to my bank account then in #-# days?

Yes, correct.

ok thank you

Xfinity Assistant is a virtual assistant, and some responses may be AI generated. To help improve and personalize your experience, your chat may be monitored and recorded. By starting this chat, you agree to the recording and collection of your information. See our Privacy Policy for more details.

Today

Good afternoon, Kimberly.

I'm Xfinity Assistant, here 24 hours a day to answer your questions.

To get started, here are some options. Or, you can describe what you need help with.

Si deseas ayuda en español, deberás configurar el idioma de tu dispositivo o navegador preferido al español.

Manage my accountTroubleshooting helpBilling and paymentsView my WiFi infoHelp with Xfinity EmailXfinity Privacy Center

need to speak to someone

It looks like your Xfinity account is no longer active. I can help you activate new service or get you to an agent.

Activate Xfinity servicesChat with an agent

Chat with an agent

OK. I'll put you in touch with a live agent now.

Live chat started.

Janvi joined the chat.

Hi Kimberly, thank you for contacting Xfinity. My name is Janvi. I see you may have questions about your bill. Is that correct?

Hope you are doing well.

How may I assist you today?

i was suppose to get a full months credit

and i only got 24 dollars

i have been patient waiting for about a month so I would like that full credit applied to my account immediately i been waiting i even called last week and talked to someone via chat

so i don't care what it takes but i want this credit now

and today no exceptions

if i need to speak to your manager so i may get this today then please transfer me

I completely understand your query regarding the charges. I will assist you with the credit aspect as well. Please do not worry about it, as you are in the right hand I will take care of it

However, my manager has the same access, which I will share with you. Please do not worry about it; I will help you with the credit balance.

Please be on the chat with me so that I can help you

ok but i dont want to wait anymore for it

bc last time they said it would take a few days

i am done waiting

and wasting my time

I understand, and I sincerely apologize for the inconvenience. Please be assured that I will assist you with the credit issue.

I truly trust your words and be assure I will help you with this

May I have a few minutes of your time so that I can access your account and help you with your credit?

yes

Thank you so much.

Thank you for your time. I really appreciate it.

May I have the email ID so that I can create a ticket for you so that you will get back your refund

[Edited: "Personal Information"]

Thank you

Please be on the chat with me I'm almost done

Thank you for waiting. I really appreciate your patience.

I have raised the ticket for you, and you will receive your full credit back to your card within 24 hours.

i said

i want it now

and today

thats what they said last time

so no

supervisor now

now

bnjow

nowowowwopwo0p

Kimberly, it takes 24 hours to reflect in your account. Please be assured you will get it as soon as possible.

supervisor now

i told you it has to be today

i told you i am tired of waiting

they told me that last time and it was wrong amount

i am tired of thisr\

" I really do not want to lose the opportunity to help you and I am also discussing it with my supervisor for you. They have the same resolution available in this case."

this is not acceptable

now

Let me check what is the best I can do for you.

i have said supervisor

manager

You are being transferred. Please hold...

Janvi left the chat.

sofian joined the chat.

Thank you for contacting Xfinity chat support, I'm Sofian. Please allow me a minute here to go through the previous chats and get back to you on it.

Let me get you connected with our supervisor

Please allow me a minute here.

Please stay connected.

Let me get you connected with our supervisor

I appreciate your time and patience here on the chat.

You can stay on the chat while I connect you with my supervisor here on the chat itself.

Kindly let me know if you're still connected so that I can connect you with my supervisor and help you with it?

yepo

Thanks for the confirmation. I'm now going to connect you with my supervisor.

You are being transferred. Please hold...

sofian left the chat.

Amit joined the chat.

Hello there, you've connected to the supervisor, allow me a moment t review the previous chat.

ok great i was also on hold on the phone for a supervisor and they hung up on me- this is just not a good experience

Please accept my aplogies for the hassle caused for you, let me check what best I can do for you is.

and they have my number they could call me this is pretty awful customer serivce

I see that you are looking for the credit of 1 month service and in that $24 credit as been applied, may I know the reason for the credit ?

well first of all that is what the agent back on jan 6 promised me

and when i called and chat they all assured me that i would be getting that

so i been lied to

I'm sorry for that.

multiple times

i want my credit now

I see that your services are disconnected and all the past due has been cleared is that correct?

I am fumming

yep

the amount of time i have spent on this is absolute [Edited: Language]

Yes I will help you with the credit but I see that there is no services are added to the account and with out services we cannot add the credit for you.

and to get 24 dollar [Edited: Language]

they have told me they are sending refund to my bank account

i got the 24 to my bank account

the first person told me it be a check

when i didnt get it i called and they said it be to my account and promised me that amount

and i got 24

i want my full credit now

the previous agent told me it was all processed and it be to me in 24 hours

was that a lie too

Got that, we have limited access to appy the credit back to payment method, this can be done by billing team only.

so basically your previous agent lied to me too

well i been asking for this for like an hour so wtf why aren't i speaking to the billing

Yes there might be an miss communication, let me connect you with our dedicated billing team who will help you with the credit back to original payment method.

again this is worst service ever

there is no miscommunication

You are being transferred. Please hold...

Amit left the chat.

Prathamesh joined the chat.

i dont want a smily face i want my refund that i was promised on 1/6 and by everyone including the agent from ealier

who basically lied to me

she did

i want my refund today no exceptions

i am livid

3:02 pm

Hi Kimberly, welcome back. This is Kishan, please give me a few moments to review the conversation so we can pick up right where you left off.

please atay connected

i can see that you have query related to credit

is that correct

yep

the agent from 1/6 look at when she put the date my services end i am suppose to get back a full months to my bank account

Kimberly, did the agent share any ticket confirmation number with you?

when i called again to ask where it was a few weeks ago they assured me it correct and i get it

no they didnt

look im tird of dealing w this i want my amount promised basically i amount i was charged on jan 4 needs to be refunded

Thank you for the confirmation. No worries, I will check this with my dedicated team, who can assist in finding the best possible resolution.

I apologize for the inconvenience.

Please type "OK" or the chat will be disconnected.

3:16 pm

thanks for waiting

I can see that $24.78 has been refunded to your account.

yeah thats what im talking about

it suppose to be my full bill

i been promised by mulitiple agents even today that i be getting my full bill amount refunded

its all in the chat too

thats why i am [Edited: Language]

I apologize for the inconvenience. i am checking for that

i really apologized that you have faced the bad experience from our previous agents be assured you are now under of now concern i will take care of everything and being honest with you i will share all the accurate details with you and make ensure you that will never face any bad experience from our side

Please stay connected. I am checking the details, so give me a moment to check your account.

Please type "OK" or the chat will be disconnected.

thanks for waiting

i just got off the phone w an agent

apparently no one ever made a ticket including the agent from earlier she lied to me

i know this bc once a ticket is made i get a text w a ticket number

this is the absolute worst experience ever

and let me tell you back in 2017 when a man was installing my xfinity there were issues

and somehow this tops it bc i been lied to by all these agents

yes i reported him but never filed a lawsuit its there on my old old old account but yes this is the absolute worst experience i have had w a company

she was able to help me pretty quickly so please explain and tell me what you been doing

or have you been just wasting my time like all the other agents

or are you able to refund me today? are you the one that decides the tickets

i understand all you concern

so no worries i will arrange a call back immediately for you with team

And noting your concern. and adding a notes

Shall I arrange a callback for you?

right now

is it for the ticket so they can decided now

Yes, they have more access than me.

okay

so basically you were just wasting my time too

wow

Kimberly, I spoke with my dedicated team about this.

they said they will help you with the credit

i have copied this all chat and its brings it up from 1/23 i would like to fax it to the department that decides my ticket...please give me their fax number

The fax number is not available with us. I can assist you with the toll-free number, or I can arrange a callback.

why would i call

bc it i just wait 20 minutes and not be connect to your direct team

you should know this

arent you a supervisor

as supervisor and me has the same access

i think law if i want to fax or mail a customer complaint you have to provide me w address or fax

i will also add you to the complaint

i dont feel you understand me

you have been wasting my time

keeping on here and what were you doinig

nothing

you haven't even helped

seriously tell me

what did you do for me today

did you create a ticket

i want your supervisor

now

this is absolute [Edited: Language]

you all are just playing w me and wasting my time and keeping me on here but not doing anything

this is THE ABSOLUTE WORST SEVICE EVER

I DEMAND YOUR SUPERVISOR NOW

NOW

I apologize for the inconvenience you are facing.

I am connecting you to the supervisor.

YOU ARE MY ISSUE

3:49 pm

YOU DID NOTHING FOR ME

50 MIN TALKING TO KISHAN AND HE DID NOTHING FOR ME

HE DIDN'T EVEN DO A TICKET NOTHING

I apologize for the inconvenience. I can assist you with a credit of $20, although my access is somewhat limited.

and after i can connect you with the supervisor

I WANT WHAT I BEEN PROMISED SINCE 1/6 PLUS THE 20 DOLLAR REFUND

AND I WANT THE MAIL OR FAX OF CUSTOMER COMPLAINT AND BILLING BE IM A LIVING

THIS IS NOT OKAY AND I WANT TO MAKE AN OFFICAL COMPLAINT REGARDING THIS ISSUE AND I WANT TO MAKE SURE IT GOES TO CORPORATE HEAD BC THIS IS ABSOLUTELY UNACCAPTABLE

THIS CHAT SAVES EVERYTHING FOR ME ON MY END I HAVE EVERYTHING FROM 1/23 W TIME STAMPS AND CAN PROVE EVERYTHING ALL THE LIES

ALL THE TIME EVERYONE WASTED

KISHAN NEVER PLANNED ON DOING ANYTHING JUST DANGLED ME AROUND FOR 50 MIN THAT IS MY ABSOLUTE LAST STRAW

please wait i am applying a credit for $20 and connecting you with superviosor fotr further credit

IT IS NOT OKAY TO TREAT SOMEONE LIKE THIS

I DON'T HAVE AN ACCOUNT ANYMORE SO IT BETTER GO TO MY BANK/CARD ON FILE

3:58 pm

WAIT ARE YOU NOT A SUPERVISOR

THERE IS A TICKET TO MY ACCOUNT PLEASE NOTE ALL THIS THAT I HAVE HAD TO DEAL W TODAY SO NOW MY REFUND I WANT IS 124 SO JUST REFUND ME 104 NOW THANKS THIS IS ABSOLUTE WORST EVER

HELLO??

SO BASICALLY I ASKED FOR A KISHAN SUPERVISOR AND HE TRANSFERRED ME TO AN AGENT WOW THATS AWFUL

AND WHEN I ASKED FOR THE ADDRESS TO WRITE A FOMRAL COMPLAINT THAT IS AGAINST THE LAW TO DO THAT

AND NOW NO ONE IS COMING ON....

BEEN WAITING

HELLO?????

YOU KNOW ALL THIS IS BEING RECORDED AND I HAVE PROOF SO ONLY PERSON LOOKING BAD IS YOU

You are being transferred. Please hold...

Kishan left the chat.

Rahul joined the chat.

Hello I noticed that you were chatting with my team, and I am the Available Supervisor to assist you with your concern. My Name is Rahul. Let me review the past chat conversations so that I can check and better assist you with your query.

Please allow me a moment to review the previous chat conversation and the account details so that I can check and better assist you on the same.

REVIEW THE TIME STAMPS AS WELL 50 MIN NOTHING DONE

I understand and greatly appreciate your time and patience during our chat. I also sincerely apologize for any inconvenience that has been caused to you.

Responses

XfinityAmira

Official Employee

•

4.1K Messages

3 months ago

Hello! Thanks for taking the time to reach out on our Forums. We value the time we had you as a customer and appreciate you letting us know about this negative experience you had when trying to get your billing concern sorted out. This is never the experience we want for our customers, and I apologize for that. I most certainly understand your frustration and hate that we caused you any inconvenience with this. My team is here to help and would love to assist you with getting this billing issue addressed/resolved.

To further assist you with this, we will continue to work with you via our Direct Message.

Please also note that sending unsolicited direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast-verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but we look forward to further assisting you.

user_1d50l7

2 Messages

we will see...not resolved as of yet will wait for direct message, thank you

3 months ago

Customer Service

user_1d50l7

Not okay to treat people like this [Edited]

XfinityAmira

user_1d50l7

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