Visitor
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11 Messages
Poor Service
I have received an email from both Cathrine and Regh claiming "Your feedback is very important to us. It's essential to helping us continually improve the Xfinity experience for customers like you. If you are willing and available, I would like to schedule some time to call and speak with you about your experience so we can make improvements. Please reply to this email with a few times that work best for you." A heartwarming message making me feel like a valued customer, however, when I provide an acceptable time to be reached and number - no one called. I wish this was the most distasteful lack of customer service - alas it is not. In fact, this is the least bothersome issue - which would have never been an issue if it weren't for a triade poor customer service, bordering incompetence, along the way. So, let's start from the beginning.
A little over a year ago my wife and I started our service with Xfinity choosing you for our home wifi. The experience was fabulous, the customer service in the store was excent, and the technical support when we brought our modum home was top notch. We moved twice since then and every time the technical support has been amazing when helping set up our internet service, when moving homes and even moving to different states. Since the internet service was reliable and the customer service was great (up to this point) we decided to switch my wife's mobile service from AT&T to Xfinity mobile. This is when the issues began, we set up service online and Xfinity sent us a sim card in the mail. When it arrived we began the process of setting up her current phone with Xfinity services. Which was not a pleasant experience (I also wrote in a complaint on this occasion with no follow-up). This started with my wife not having access to add a mobile device to our internet service. It took all of three hours, and speaking to at least 6 different people, for me to provide them with enough information to get my wife authorized to add a mobile line. An additional 15 minutes and everything was "ready to go". Only, it was not ready to go. I then spent another 3 hours talking to multiple people who assured me "everything looks to be working on their end" for it to still not be working. All said and done 6 hours of a day wasted and we finally had a working cell phone.
(Part 2) A period of time went on with no issues. However, like many things in life, issues do come up. Our next problem seemed like a simple one, but oh how we were wrong. The card we use with Xfinity was canceled due to fraudulent charges and we were issued new credit cards. Easy enough, let's log in to our Xfinity account and change our billing information. I login to find that I am not the primary user, only a "member" and can not change any billing information - neither can my wife since we share the same login. The website kept telling us to log out and log back in as the primary account holder (unbeknownst to us at the time that when we set up my wifes mobile, someone made a new username for our login and made that the primary account holder, we will get to that later). So, we call the number and we get an automated answering system, usually not a bad thing. However, to verify our account it wants the last 4 numbers of a credit card that we have thrown in the trash (again, the card on file was canceled due to insufficient funds). It took several rounds to get past the automated system and finally speak to a human. That human was Joe - we thought "awesome! Someone we can explain the situation to and they can rationalize and understand" once again, we were wrong. We had to explain to Joe several times that sending us back to the automated billing system would not work because "our card was canceled due to fraudulent charges. Since it does not work we threw it in the trash and no longer remember the card numbers. Because we don't remember the card numbers the automated system will not verify us, and when we log on through the website it tells us we are just members of the account and cannot change billing information." After explaining this to Joe 4 times, she suddenly started to search the database to see if we were having service interruptions (we weren't home at the time and that was not the issue we were calling about, we just wanted to add our new card to the account and pay our bill!). We attempted to redirect Joe to our true issue, however, the only resolution we had was asking if we could take care of this matter in stores... to which Joe replied "yes, you can handle this in stores".
Two days after speaking with Joe, I left work a little early and headed to my nearest Xfinity store: [Edited: "Personal Information"]. I did not get the name of the gentleman who assisted me, although I wish I had because he will make another unfortunate appearance in this story. I repeated the issues that were stated above to this gentleman and told him that I was told I could come into a store to resolve my issue. Dumbfounded, this Xfinity employee told me I was given incorrect information and there was nothing he could do and I needed to call the number. I explained to him that I spent nearly an hour trying that route and it led me to him. The issue over the phone is they cannot verify who I am, you "Xfinity employee", are standing in front of me looking at my account while holding my driver license and telling me that you are not authorized to add my credit card to my account so I can pay you my money for your service. To which he said "I can run you card to pay for your Xfinity internet but I can add the card to the account". I took that offer and pleaded for any advice he had to help in my predicament. Reluctantly, he gave me more of his time and helped me find out that there is another "user" on my account [Edited: "Personal Information"] that was created as the primary account holder. I told him I did not create that, nor did my wife, he said "well figuring out that password would be my best chance of any resolution". Frustrated with the incompetence, and fearful that I might go into full shouting rage, I left the store to find a solution to my problem another day and another way.
(Part 3) Today, we made our way to a nearby Target to run some errands - across the way there is a Xfinity store (different from the location above): [Edited: "Personal Information"]. My wife and I decided to try our luck with Xfinity and see if maybe we can finally resolve our dilemma. We put our name in and get seated with Wright [Edited: "Personal Information"] - who easily updates our new credit card information for auto pay for both our Internet and Mobile, he also assists me in logging into the [Edited: "Personal Information"] username account so that we have access to the primary user account. Wright was very competent and very pleasant to deal with, so much so, that my wife and I made a decision to switch my phone from Verizon to Xfinity Mobile. Stating, maybe we just had a run of bad luck and if we stick to this store we can sort things out. I ask Wright if there are any deals on iPhones for adding a line/signing up new services? He replies "We don't have any deals, and I would honestly suggest heading over to the Portland Apple store to purchase your new iPhone, they will give you the best buyback price for your old iPhone and you won't have to pay sales tax". We thought, hey Wright has been helpful so far that sounds like a great idea. He tells us to head back after and they can assist with setting up the iPhone, however, he advised that they would be closing at 6:00pm for the remodeling construction in the store and handed us a business card. We head over to the Apple store and purchase the new iPhone/get all the information swapped over. As we were heading back it was 4:30PM and it had been busy at Wright's store, so, worried about time restrictions we headed to the [Edited: "Personal Information"] location to have the new phone set-up. Wouldn't you guess it! We got the same Xfinity employee as last time we were at the store. He logged into our account and could not understand why it showed an iPhone 12 when we were trying to activate an iPhone 14. We told him we purchased it at Apple and transferred everything over and needed him to set up the cell service. This employee told us he was not able to do that. Since I had Wright's card I asked "Could we call Wright up, he was the one who told us this would be possible" to which this employee responded "we can call him but that won't make me able to activate this phone, you're better off going to that store to get it handled". So, we left that store once again due to incompetence. On our way out we noticed a $500 off new iPhone sign. While heading over to the [Edited: "Personal Information"] we mentioned to one another how it was weird that we were told at one store there aren't any deals going on and at another they are advertising them. Upon arriving at the Plaza store we see a much smaller sign advertising $500 off new iPhones.. hmm. Wright was not there to help us, another gentleman was (again I wish I had his name but I don't) able to assist. This gentleman was able to set up the cell service with little to no issues, he again was very competent in that regards and very kind. We asked him about the $500 off and he said "yes, that is a promotion we are running for anyone switching to our service". We then explained that I switched to the Xfinity service, however, Wright told us there were no promotions going on and our best option was to go to the Apple store. The employee helping us was very apologetic and kind, however, did nothing more to explain the situation. We asked if there was a manager available, he said no - and that other than telling us "sorry" for the misunderstanding there was nothing they could do.
In summary, there have been many times in the last year and 3 months that an Xfinity employee has done exceptional things. Things that have made us want to increase our service or give you one more shot. However, I have to ask myself why I would stay after days like today? 1) the service we receive at [Edited: "Personal Information"] store is appalling. 2) We have never been able to resolve a single issue through your help line. 3) Not all employees seem to be adequately equipped with the knowledge of your systems or thier "access", hell they sometimes send you on a wild goose chase because they don't know their own promotions going on. 4) When you do submit a concern you get an empty response and no follow up.
You have cost me and my wife time and money outside of the normal services you provided. You put on a front that you want to resolve concerns and learn from mistakes, to better every customer's experience. Well, above are our issues. What will you do with this information Xfinity, what kind of company will you be? I will send this here and through a few other forums and will give ample time for a response - I sincerely hope I receive one.
CCJoshua1
Problem Solver
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567 Messages
2 years ago
Thanks for taking the time to let us know about the issues you've been having @mtgrove003. We definitely don't want this to be your experience with us. We're more than happy to turn this around for you. Let's investigate these issues together. Would you be willing to send us a private message with your full name and address?
To send a "Peer to peer" ("Private") message:
Click "Sign in" if necessary
-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
-Click the "New message" (pencil and paper) icon
-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace 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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mtg003
Visitor
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11 Messages
2 years ago
This has been 15+ days of frustratingly being run around in circles from a company that boasts their number 2 value is “doing the right thing and acting with integrity”. It seems that something isn’t as accurate as they would like the appear.
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mtg003
Visitor
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11 Messages
2 years ago
Why is it every time I write to this forum I get a different person responding. And every person responding can’t help me. It’s like Xfinity wants to make this so complicated and painful that you just give up. This is a horrible company and by far the worst customer service I have ever experienced.
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