Visitor
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4 Messages
supervisor call back
In the last 2 days, I have been trying to have a supervisor call me back. I first contacted customer service for a billing issue. She was not the most pleasant person and implied that I have been getting my plan cheaper than plans today and "It's about time you pay what you should". I asked to speak to a supervisor and was told that she was in ameeting and would be calling me back in 45 minutes. When several hours had passed, I contacted a live agent online who attempted to assist me with my billing issue, even though I had a customer service issue. Sadlt, "customer service" is not an option. I was told someone would call me the next day earlier in the day. By 11:15am, I decided to call. First it was a 5-7 minutes wait, then it became a 45 minute wait. In the meantime, I was online with a live agent. n the span of my conversation, 4 different live agents came online with each one telling me they had to review the conversation. By that time, a human answered the phone. He wasted more time by "searching" for an supervisor who could assist me. About 1 hour in the call and he claiming that he was still searching, we were disconnected. Again, I called and went online for a live agent to see who I can get to respond faster. The online agent went through the how I can help you and said that they were putting a request for a supervisor to call. In 10 minutes, I received a call but not from a supervisor but another agent. this time I was routed to Egypt who again attempted to find an available supervisor. After quite sometime, he said to hang up and a supervisor would be calling me. Yes, I got a call, but from another man from Egypt who barely spoke English. Mind you, I was now into this entire back and forth from 11:15am to close to 2:30pm. You may ask, why was on the phone that long? I was simply sick and tired of being "jerked" around and demanded that I settle this. Xfinity wastes your time. The agent has no intention of connecting you with a supervisor. They just keep "attempting" to connect you with as upervisor so the customer will get tired and hang up. This is customer service in 2025? Shame on you Xfinity!!!!! I guess we are the idiots for being loyal customers for over 30 years and paying our bill on time!!!!!!! SHAME ON YOU! By the way, no supervisor ever called me and none will. I guess if I worked for them as an agent, I would do and say whatever I wanted since NO ONE CARES!
XfinityShawn
Official Employee
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2K Messages
26 days ago
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user_ii3bl5
Visitor
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4 Messages
25 days ago
I’ve spoken to several agents in length. I have had enough with the waste time tactics. I don’t think asking for a supervisor to contact me is irrational.
I’ve been a long, good standing customer and I deserve a call back from a supervisor who can clearly communicate with me.
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user_ii3bl5
Visitor
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4 Messages
2 hours ago
I made the best decision to forget all the "chats" and all "phone calls" that routed me around the world and go speak to a human face to face. I went to the xfinity store in Lawrence Township, NJ and was helped by a representative named Hector. Hector was a true professional. He listened to my concerns and provided me with the best service. If all the chat agents and phone agents had the same training as this young man, the company would work more efficiently and customers would not be so disgruntled. It's pathetic that loyal customers who have been with xfinity for over 25 years have to jump through hoops to get help.
Moving forward, I have no intentions of recommending xfinity to friends and neighbors.
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