Visitor
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1 Message
Supervisor Lucas hung up on me and was very rude
I had a very disappointing experience with a supervisor named Lucas at Xfinity Mobile. I called around 9pm on a weekday regarding a billing issue where I had previously been promised a credit—something that was confirmed during an earlier call this month. It also appeared that I was routed to a call center, which may explain some of the disconnect, but it does not excuse the level of service I received.
The purpose of my call was simply to have that commitment honored so my bill would remain at the level I was originally promised when I signed up for a promotional offer.
Unfortunately, Lucas was extremely rude and dismissive throughout the interaction. When I asked if there was anything he could do to help resolve the issue, he bluntly said “no” without offering any explanation or alternatives, and then hung up on me.
As a customer of Xfinity for over three years, this is not the level of service I expect or have experienced in the past. The lack of professionalism, accountability, and basic courtesy was unacceptable. Customers deserve to be treated with respect, especially when following up on commitments made by the company.
I hope this feedback is taken seriously, as this kind of interaction reflects poorly on the overall customer experience with Xfinity Mobile.
XfinityMelinda
Official Employee
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173 Messages
6 hours ago
Good evening @user_3b04e8 and thank you for taking the time and reaching out to us on our Xfinity Community Forum. We appreciate you
sharing your experience with us. We take feedback like this very seriously, and I apologize hearing about your interaction. That’s not the level of service we want any of our Xfinity Mobile customers to have, and I understand how frustrating this must have been.
If you still need assistance with your billing concern, we’d be happy to help take a closer look. Please let us know, and we can work with you to review this further. When you have a moment, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
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Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
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