Visitor
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6 Messages
Urgent:Multiple issues needed a live agent/Lack of Customer Sevice
I tried all today and evening to get through to Xfinity only not to be able to reach a live agent via chat or the phone (despite your chat directing customers to the phone) Customer service is supposed to be 24/7 yet I get a message that states offices are closed and to call back tomorrow. The problem is my bill was due today and I needed to discuss with a LIVE AGENT very pertinent issues:
1) I did not use my wifi once for thirty two days due to an electricity issue in my apartment (it was completely shutoff that entire time). I asked for a refund last month for what I paid diring that period and was given a credit. I realized after that I was only compensated for the thirty days not thirty two days that I didn't have wifi access
2) I also wanted to discuss options of pausing my service briefly because I was going to pause it for a little while starting today. I also have been getting bill overdue emails for the past two months about a week or two befor my bill is even actually due. I don't know what is going on.
3) I will not be happy if a late charge is applied my account not being handled today because I was planning on having everything handled and I currently needed to know what information a customer service agent gave me to make an informed decision on whether and how to pause services and a credit for the two days I was not given that I could not use my wifi. Even if I wanted to cancel my account today I couldnt even get throught to an agent to help me with that .
I will be trying again tomorrow but I do not have unlimited minutes to sit on the phone only not to get to a live person or not be able to chat with anyone yet again ( I mean, I tried multiple times at different time intervals and that is just poor customer service. At this treatment, it makes me not even want to REMAIN an Xfinity customer).
I would really like for someone to maybe address my questions here in the event that I can't get through again tomorrow. I have never been late for a payment and because I couldn't get help today, then now my payment will be officially late after midnight and I really do not like that. Again, I couldn't even get someone in the phone to help me close the account today if needed.
Thank You,
[Edited: "Personal Information"]
XfinityPaula
Official Employee
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1.4K Messages
3 days ago
Hello user_2e59e2 and good morning to you. I hope that you are doing well today, and I would love to help out with the concerns you have regarding your account and services as well as the questions you have for pausing your services. It does sadden me to read that you spent so much time trying to sort this all out yesterday. I will make sure that we have everything completed today.
For the account adjustment I will need you to send us a direct message with your name and service address please. From there we will verify the account and review the option for an available credit. I'm sorry to hear that your power was out for so long. We've had some storms in the past that have taken the power out for a few days and I thought we were going to go stir crazy. I can't imagine being without such an essential service for so long. I'm glad that it's back on for you!
Currently we do not have an option to pause an account, however there are options for customers within certain areas to place their account on a seasonal convenience plan. If your home is eligible for the seasonal plan the minimum option is 60 days to hold the service and up to 270 days for our Central and West division customer. Our Northeast customers can have the hold for up to 180 days.
For the last charge there is a grace period from when the bill is due to when a late fee would be applied to the account. However, I am happy to look into this as well to help ensure we provide the best service options for your home.
Please send us a direct message with your name and service address. We can dig into all the account specifics and options from there. 😀
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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