Visitor
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1 Message
Request for Xfinity Mobile Executive Escalation – Loyalty Promotion & Accessibility Assistance
Hello Xfinity Team,
I'm a longtime Xfinity Internet and Mobile customer seeking assistance from a senior-level Xfinity Mobile retention specialist or Executive Customer Relations representative.
I've already spent considerable time with two representatives, Pushp and Anchal, discussing promotional offers for upgrading two existing iPhones. Both conversations are documented on my account.
Unfortunately, neither representative had the authority to resolve my request or arrange an escalation.
Additionally, I have a medical condition affecting my speech, making telephone conversations difficult. I've requested an accessibility accommodation to communicate with Customer Retention through written chat or email, but this remains unresolved.
Could an official Xfinity representative please assist in opening an Executive Mobile escalation ticket and arranging private, written communication with someone authorized to review my concerns?
I would greatly appreciate your assistance. I have the complete chat transcripts available if needed.
Thank you,
Jim [Edited: "Personal Information"]
XfinityVictor
Official Employee
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2.6K Messages
5 hours ago
Here's the detailed steps to direct message us:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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