Visitor
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2 Messages
Unresolved Billing Concern and Poor Customer Service Experience
I’m writing to share the latest frustrating experience with Xfinity’s customer service in hopes of getting some clarity and resolution regarding an unexplained increase in my monthly bill.
I recently noticed that my bill had increased from $209 to $250 without any prior notice or explanation. Naturally, I reached out to customer service for clarification. Unfortunately, what followed was an incredibly frustrating and time-wasting ordeal:
Lack of Transparency: The first agent I spoke with spent over 35 minutes trying to justify the increase without providing a clear explanation. Eventually, they decided to transfer my call to another department.
Inefficient Handling: The next agent I spoke to seemed unaware of my previous conversation. When I explained the situation and asked to speak with a supervisor, I was transferred yet again.
No Follow-Up: The third agent placed me on hold for 15 more minutes before telling me that a supervisor would call me back. As of now, I have yet to receive that promised call.
This experience has left me deeply dissatisfied with Xfinity’s customer service. Not only was my concern not addressed, but I also spent over an hour being passed around with no resolution or accountability.
I’m posting here to request assistance with the following:
- An explanation for the increase in my monthly bill.
- A review of my account to identify ways to lower my monthly fee.
- A direct follow-up from a supervisor to address the mishandling of my inquiry.
I’ve been a loyal customer and expect better communication, transparency, and respect for my time. I hope someone from the Xfinity team will review this matter and provide the resolution I’ve been waiting for.
Thank you for your attention to this issue. Please let me know how I can move forward to get this resolved.
Sincerely,
ase.85
XfinityVianney
Official Employee
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2.2K Messages
6 months ago
Thank you for taking the time to create such a well-detailed post. I am grateful for all your time and effort. I understand you wanted to provide feedback regarding your recent interaction, which I see did not live up to your expectations. I can assure you that we are always working to provide the best service possible, and I’m sorry to hear we may have fallen short. I assure you that you’re in good hands, and we’ll do everything possible to assist.
I see you first reached out after seeing an increase in your bill, which is understandable. I know I would do the same if I saw any changes to my bill or services. The best way to stay updated about any upcoming changes is to check the Regular Monthly Charges section on page 3 of your bill. Highlighted in green will be alerts regarding any promotion roll offs, discount expirations, or upcoming changes to your promotion. The bill can be accessed on the Xfinity App or website anytime. The agent should have been able to explain the increases clearly. Based on your post, I know this wasn’t the case. You pointed our lack of transparency, inefficient handling and no follow up as the major hangs up.
This left you feeling unhappy, which is completely understandable based on your post. That said, we've got you covered. We are a full-service team, and I am confident we can address all your concerns. I’ll gladly explain the changes, review your account for new promotions, and provide your feedback through the proper channels. Although we are digital, we are part of the Comcast corporate team. We have all the tools to help We value your business as a long-time customer, and I want to help make this right and regain your trust. Please reach me directly to get started.
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