22 Messages
Texting turns into a phone call with no warning
I have two issues that I would like to discuss. Firstly, during a text conversation with your agents, the communication method was changed to a phone call without my prior consent, seemingly at the agent's request. I find this to be somewhat impolite. Secondly, when I do answer the phone and speak with your representative, they often give the impression that I initiated the call. Furthermore, while conversing with this representative, I almost always receive a second phone call from Xfinity, presumably in an effort to resolve my issue. What if my concern is the excessive number of phone calls from the same company contacting me simultaneously, which in itself could be a problem?
XfinityDilary
Official Employee
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2.4K Messages
5 days ago
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LukeS1973
22 Messages
5 days ago
Some times my texting episode I guess the agent gets frustrated and then transfers me without asking, "Excuse me sir, I feel a phone call would be better to handle your concern would this be ok" Never happened yet I texting and the phone rings that's concern #1
#2 Almost always I get that 2nd phone call which is rather annoying for obvious reasons. Both of these episodes happened very recently which prompted me to post a complaint here hoping to resolve one or both.Occasionally, during my texting interactions, I presume the agent becomes frustrated and transfers me without requesting permission, failing to ask "Excuse me, sir, I believe a phone call would be more effective in addressing your concern; would this be acceptable?" This has yet to occur; instead, I am texting and the phone rings and it's Xfinity. Secondly, I nearly always receive a subsequent phone call, which I find rather annoying for obvious reasons. Both of these incidents happened recently, prompting me to post a complaint here in hopes of resolving one or both issues.
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