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Saturday, April 19th, 2025 2:59 AM

Painfully slow chat agents & broken promises

I was promised a few things by chat agents, but Xfinity did not honor these promises. I spent an hour and a half on a painfully slow chat session today around noon time and then this evening another two hours essentially wasted being passed from one rep to another Udayveer, Jasna, Dev, Lina, Kishan, & Mohammed waiting sometimes two or three minutes for a single chat response and not being informed that I was being passed to someone else. In the and I was asked to use my phone to do something on the Xfinity app and lost my entire chat session without resolution of my issues after two hours! So unbelievably frustrating!

Accepted Solution

Official Employee

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1.7K Messages

30 days ago

Hello, @user_oxl84e! Thank you for taking the time to visit our Xfinity Community Forum, and for posting your service concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our Digital Care Team can do to help! We're great to work with because we are experts in all things related to your account, service(s), equipment, bill, and much more. May I ask you to provide some context around the main issue(s) at hand, please? Without sharing account-specific or personal information, of course. We'll always prompt you to send us a direct (private) message if/when necessary. Thanks again for your time!

3 Messages

I would be happy to elaborate. My first bad chatting experience was actually a few weeks ago when I was calling to find out how to block spam calls and while they told me how to do it, they persisted. Then I was offered two free Apple watches, but told that it would cost me an extra $10 a month and I informed the rep that I could not afford that so I did not want the watches. She then told me “ don’t worry about it“ and “we got you” but I learned that that promise was never lived up to. Then a few days ago I called to have my landline pulled because I could not stand the dozens of calls I was getting a day from scammers and telemarketers. I was told that they would lower my cable bill even further and that I would have a one time very low payment of 128.00 (which even showed up in the Xfinity system, but I could not send a picture of it), but yet the full amount of $344.00 was taken out of my AMEX account automatically when my bill was due?! There goes that promise then I had to call again because along with the landline being removed, my Netflix subscription got interrupted, and I was assured that I would be getting that for free and yet no agent was able to help me with that despite being passed to six different people without even being informed by most of them whose promises to offer me excellent services and resolve my issues were insincere and probably offer just to get better feedback.I finally had to call Netflix myself and got it squared away although I’m not sure I signed up for the right package. So essentially I spent four hours completely wasting my time and getting more frustrated with no resolution, fulfilled promises, no access to speak to anyone on the telephone and now I about to discontinue all services.

3 Messages

Unfulfilled promises I meant to write.

Official Employee

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1.5K Messages

 

user_oxl84e We appreciate that information, and we can further look into this. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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Visitor

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3 Messages

19 days ago

I had a very frustrating experience with Xfinity. When I signed up, they clearly promised that if I chose their bundle offer, I would receive a free iPad, my monthly internet bill would be $50, and I’d get a $40 monthly credit to cover the iPad’s mobile service fee (which is about $39.79). The only reason I accepted the iPad was because of this offer—I didn’t actually need it.

However, instead of honoring that promise, Xfinity charged me $60 per month for internet and an additional $39.79 for the iPad’s mobile service. I never received the $40 monthly credit I was told I would get. I contacted their customer service more than nine times, but each time I was transferred between the mobile, internet, billing, and bundle departments. Every representative told me the issue had been resolved—but nothing changed. One agent even gave me a ticket number and a bundle offer reference number, assuring me that he had documented all the details under that ticket. When I asked what would happen if my account wasn’t updated, he confidently told me there was no need to contact him again—my account would be updated automatically. But of course, nothing changed. Later, I contacted a new agent and provided both the ticket number and the bundle offer reference number. Shockingly, he couldn’t find any information at all under either reference.

On top of that, none of the agents seemed able to access or confirm the original offer that was clearly explained to me. So, I had to repeat the entire story every time I called.

Eventually, I asked to cancel the mobile service, thinking it would end the issue. But then came the worst part: I was told I still had to pay the remaining 21 monthly installments for the iPad—$415 in total—for a basic 10th generation iPad. This is outrageous to me. I never received the promised credit, and now I’m stuck paying $415 for a device I didn’t really want. I had already paid a $116 one-time setup fee as well. How can the most basic 10th generation iPad cost me this much when it's available for around $299 on the market? This feels like a complete scam.

Xfinity not only failed to provide the credit they promised, but they also withheld important details about hidden policies. they never mentioned that I would be charged a monthly fee for the iPad or that it would be split into 24 installments. I was clearly told there would be no additional fees for the iPad—it was presented as completely free as part of the bundle.

The entire process has wasted a lot of my time and caused me a great deal of frustration. I strongly advise others to stay away from Xfinity to avoid going through the same experience.

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