2 Messages

Fri, Jan 14, 2022 7:13 PM

TERRIBLE customer service

I tried to help my mom lower her bill and the representative couldn't help us because apparently she can only offer discounts offer discount to new customers not longstanding ones so she transferred us to a supervisor. We sat on hold for ONE HOUR and FORTY FIVE minutes when suddenly the call disconnected us. My mother is a nurse and has been on the Frontline for the entire pandemic (which you don't offer discounts for) and also a customer for 30+ years! You would rather lose a longstanding customer than give her discounts offered. I'm currently on HOLD AGAIN for going on 35 minutes.

Terrible customer service experience




27.4K Messages

4 m ago

@user_1018c0 Are you authorized on your mother's account in order to make changes?  If not, you might not be able to do anything to help her lower her bill.  If that's the case, she'll need to call in and authorize you.  I know that might be hard to do right now given her circumstances, but I am not sure it can be overridden.

And thank your mother for me.  I know how hard it has been on her and on her co-workers.  I have friends who are nurses, and my ex-wife worked in X-ray.  There just aren't enough dedicated medical personnel to help deal with this and given relief to those working [too] long hours.  I really appreciate her and if I knew her I would give her a distant hug, but for now I guess a virtual hug will have to do.



2 Messages

@Again I didn't have to be an authorized user because she was sitting next to me while we tried to contact customer service, I was merely helping her navigate to what she needed.


Official Employee


723 Messages

I am sorry to hear about your experiences @user_1018c0. This is never the experience we want for our customers, and I want to help as best we can. I know how important it is to get the best rate. If you are authorized on the account, we can help here! 


Can you send us a DM with your name, name on the account and address? 


• Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person", but don't do that.

Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

• Type your message in the text area near the bottom of the window

• Press Enter or tap the > icon to send it any of those platforms will be able to assist. :)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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