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user_6otz19
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6 Messages

09/02/2026 11:43 PM

The inability to have an issue resolved is ridiculous

I submitted feedback over a week ago. I got the generic form letter from the customer service experience owner and 1 person attempted to call me during my business hours. I asked for communication via email. I also attempted to email and call her back 3 times with no response. After first being charged for a service I didn't receive since November, now this issue interfering with my ability to make any changes to my account, this is absolutely ridiculous.  I would like a number to escalate beyond the person who was contacting me. 

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4 hours ago

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user_t9cvsi

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2 Messages

4 hours ago

Good luck, this is the worst company to deal with

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XfinityShawn

Official Employee

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2.6K Messages

3 days ago

@user_6otz19 What issue are you currently experiencing? My team is here to help, but I would just need some details of your issue.

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user_6otz19

Visitor

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6 Messages

I'm needing a call back from corporate escalations to resolve an issue that wasted over 2 hrs of my time in store after i politely expressed to the rep that i did not have hours to spend on this at that time. And another that took over 5 months to hopefully finally be fixed. 

If the corporate escalations person can't be bothered to call me back  please have someone who can do so.

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3 days ago

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XfinityShawn

Official Employee

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2.6K Messages

 

user_6otz19 Do you have a ticket made for this issue that you're aware of or no? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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3 days ago

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XfinityShawn

Official Employee

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2.6K Messages

 

user_6otz19 We can check on your case on our end, but you would still need to go through the Mobile Executive team as they are the ones that handle mobile escalations directly.

Click "Sign in" if necessary.

Click the "Direct Messaging" icon.

Click the "Start new conversion" (Pencil and paper) icon.

In the  "To:" Line, type "Xfinity Support".

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An  "Xfinity Support" graphic will replace the  "To:" line.

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

Press Enter to send it.

 

For an example on how to send us a Direct Message, check out this link: How to: Direct messaging within the forum | Xfinity Community Forum

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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16 hours ago

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user_6otz19

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6 Messages

This is exactly my point

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4 hours ago

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user_6otz19

Visitor

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6 Messages

I shouldn't have to keep chasing an employee down for an issue that was not caused by me. Was this call back just to show that they attempted 1 callback now weeks ago and not a single one since?

Meanwhile I need to have my issue resolved immediately. I guess next stop is the FCC.

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4 hours ago

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