Visitor
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1 Message
Urgent Complaint Regarding Lack of Customer Support dealing with the Elderly.
Dear Customer Service,
I am writing to express my frustration regarding the complete lack of assistance we have received over the past three days while trying to resolve an issue with an elderly woman's account.
Despite making several phone calls, we have been unable to reach a live representative. The automated AI system has repeatedly failed to provide any meaningful assistance or transfer us to a human agent who can address the issue. This has been an incredibly stressful and unacceptable experience, especially after paying a bill of nearly $500.00.
Today alone, we called at 1:30 p.m. and were given the option to receive a callback rather than remain on hold. We were told to expect a return call by 2:15 p.m., but no one ever called. This is now the fourth time we have been left waiting without resolution.
It is unacceptable that customers, especially elderly individuals, are unable to receive assistance from a live representative when they need help with their accounts. We are requesting that someone contact us immediately to resolve this matter without any further delays.
We expect a prompt response and a resolution as soon as possible.
Sincerely,
[Edited: "Personal Information"]
EG
Expert
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119K Messages
14 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRichard
Official Employee
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3.4K Messages
14 hours ago
I sincerely apologize for the experience you've had trying to get assistance, @user_akxplx especially given the multiple attempts over the last several days and the missed callback. I can certainly understand how frustrating and stressful that must be, particularly when you're trying to help an elderly customer and have been unable to reach a live representative despite repeated efforts.
I'd be happy to take a closer look into this and see how I can help. Please send me a DM with:
Once I have that information, I'll review the account and work with you toward a resolution. We appreciate you bringing this to our attention and look forward to assisting further. 💙
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