Visitor
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1 Message
Terrible Customer Service Experience
I called originally a week a half ago to cancel my account with Xfinity and received a cancellation confirmation and a code. However, a week and a half later, I can see that my account is still open and I received a confirmation than an autopayment went through once again. I called again to confirm that my account had been cancelled, and the representative I was speaking to helped me through the process and said he was going to "expedite" the cancellation and that I would receive a refund. When I started asking when I would receive that refund and how I would receive it, he pretended he couldn't hear me. We went back and forth for a little bit saying "Hello, can you hear me?" before I finally started saying, "Are you doing that thing when you pretend you can't hear me to ..." and he cut me off to give me an overview of the service because "no one was on the line" and then he disconnected the call.
XfinityFrank
Official Employee
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2.8K Messages
5 hours ago
Hi there, @user_hjq6js. Thanks for reaching out to us here on the Community Forum. Sorry to hear you had a poor experience with one of our agents. That is definitely not how we want you to feel. We can check to make sure the account is set for disconnection as you requested and pass along your feedback. To answer the question that you were asking the agent, refunds are processed 4-6 weeks after the date of disconnection and returned to the last method of payment. If there is any problem using the last method of payment, you would be emailed with options on how to retrieve the funds.
Please send a direct message to us including your full name and complete street address.
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.
How to: Direct messaging within the forum
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