Visitor
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2 Messages
Poor customer service
On the 21st I reached out regarding my bill. On that day I was clear that I need to change pay dates. My bill is always late because of when I get paid. My billing date is the 15th but I get paid once a month on the last day of the month. I was assured it was no problem and I could change the date to tge 1st and I can setup auto pay. But a few hours later the service was suspended. When I reached out again their was an apology they said its fine and it wont happen again.
Day 3 and 10 hours on chat trying to deal with this again. I asked for a supervisor this time and I was told there aren't any for chat and I had to do a call back. I said repeatedly that I need chat because I am deaf. I am more comfortable that way and TTY systems aren't helpful on many situations. But agents repeatedly set callbacks. In the past you all have told me that I need to others to my account to translate and much much more. But at the end of the day and when I was canceling which they required a call for the last agent said he will help and its fine to honor the date.
And today its happened again. I am over it completely. I was in an accident while in the military that damaged my hearing. And for years I have dealt with the increasing hearing loss. And I have had many issues with communication because I can in fact speak clearly but I only have 5% of hearing left on one side and 0 on the other. You all really made me feel like trash because I couldn't do a call. And I mean many agents! I still have rights even though I have a hearing impairment. The discrimination I was dealt yesterday is disgusting and seems to be a company wide issue.
Verizon costs more but they didn't disrespect me as you all did.
XfinityJeff
Official Employee
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70 Messages
2 days ago
Good morning @user_i4z86e, I hope you are having a good Monday so far. I am very sorry to hear about the experience you have had changing the billing due date on the account. As someone that has to carefully budget for the month, I can understand the need to make sure the bill due date works with your schedule. The option to change the bill due date is done through self-service options, and the steps to take can be found here. It is possible however, that the account may not be eligible depending on the current balance. Try that link and let us know if that works for you.
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