Terrible customer service

Ma’am if you work for Xfinity you know it’s hell getting an agent on the phone! You’d rather folks text & chat and depending on the status of your account you can’t do either of those. I need to speak with a supervisor regarding a chat session I had on 10/22. I was lied to in that chat & have proof but mysteriously no one can pull up the chat to see what I’m talking about. That’s why email communication would be better here.

I am so sorry to hear about your troubles trying to get an agent over the phone @user_f65350 and am happy to forward the feedback as we are always working to improve our customer experience. Feedback can also be left on our website here https://www.xfinity.com/support/svp-contact-form. Thank you for letting us know that you had a chat session on 10/22 and see you stated that you were lied to and when you have tried to reach out, no one has been able to find the chat. I completely understand why you are upset and assure you that our team is on your side. We'll be happy to see if we can locate the chat and assist with getting your complaint sent over to the proper internal teams for investigation. We take these matters seriously and want to make sure this gets to the right hands to have reviewed.

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I have already filed a complaint against Xfinity with the FCC. They accepted my complaint & took action. I believe this is resolved now. I will know for sure once I see my new bill. Don’t take any credit. Note I had to complain to the FCC to get any movement on this.

We are happy to hear your complaint has been resolved. If we can be of assistance to you please let us know.