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Where to I email complaints to? I am angry enough to write a real letter since you can no longer speak with a real person.
If Xfinity were not the only company in my small midwestern city I would dump them immediately.
I needed to speak to someone about my service and billing. I called the published number. The AI kept circling bak to get me to use their "Chat Assistant" which could not answer my question or connect me to someone who could.
After 90 minutes I got an "Xfinity Advisor" on chat, named Jerby. After asking my question, which he did not answer, he told me I could get a new plan. I replied that that was not what I contacting them about. He then gave me the same number that I had called in the first place and disconnected the chat. Yes, your "Xfinity Advisor" hung up the chat. It is now more than 2 hours wasted trying to get an answer and explanation. (I saved this chat and printed it. He hung up the chat.)
I then called the number *again* and asked for a call back. 4 hours later, I still had not received a call back. I called again and fought the <Edited: Inflammatory> AI to get connnected to a real person. It took over an hour to get them to even understand my problem. They kept repeating the same script back to me. It was an absurdist nightmare.
I left another low review of your support.
Someone tried to call me this morning and left an unintelligible voicemail. I returned the call. It's the same <Edited: Inflammatory> AI voice chat that can't understand anything. When I got to a live person, they could find no record of me being called this morning. They did not who who I should talk to.
<Edited: Inflammatory> No, I will never recommend you to anyone. As soon as I can find any other internet provider in my area I will be cancelling all of my business with you after being a loyal customer for over 20 years.
XfinityFrank
Official Employee
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1K Messages
1 year ago
Hi there @user_p9gbpv ! Thanks for reaching out here on the Community Forums about your experience. I can certainly pass along your feedback and regret that you were not able to get the assistance you were looking for. If it is OK with you, I would like an opportunity to assist with your service and billing concern and see if we can rectify the situation. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address, and details of what you were reaching out about initially, and we can get the ball rolling on a solution!
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BruceW
Gold Problem Solver
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26K Messages
1 year ago
They don't publish an email address. You might check out https://www.xfinity.com/hub/customer-experience/xfinity-customer-care-update and give the "contact me/Send Tom Feedback" form at https://support.xfinity.com/svp-contact-form a try. Be aware that responses from that office vary from to nonsensical to extremely helpful.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_3t0ms2
3 Messages
9 months ago
I've been going through the same thing no customer support half of the websites I go to are dead and do nothing and if I want to talk to a real person it cost more money it's not right I just want to cancel my subscription or membership or partnership or whatever they call it but I cannot they made it impossible but they claimed to have 24/7 customer support
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user_jr5vls
2 Messages
9 months ago
DITTO...As of today I will be saying goodbye to Comcast. I can throw my 300.00 a month away somewhere else better yet I'll donate it to charity before I pay Comcast another dime. The exact same thing has been happening to me for months let alone 3 times this week and it's only Tuesday. I'm done.
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barbg1
Visitor
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2 Messages
9 months ago
SO another promise to call this morning at nine am. No call. Does not surprise me because this is the fourth time this has happened to us. We are getting rid of comcast after almost 20 years mainly due to the high cost and the service you get when you call for an update. You claim to have the best customer service and you have the worst. So we will spend another good part of our day trying to talk to someone we can understand and trying to cancel this service.
Barbara Galovic
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mklemm
Regular Visitor
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5 Messages
7 months ago
I feel your disgust and sympethize with you completely. I was a loyal Comcast 20 yr customer until the complete mess I've been put through in the past few months. We moved and a Rep duped me into agreeing to a new contract claiming he was going to save us $40 month, I hadn't hook up our cable box from the old house yet but when doing so it didn't work. After going back to the Comcast store 3 times to get a box that actually worked our service was terrible plus the guy had created a new account which I'de spent over 20 hrs on the phone with them get bounced around trying to fix and get someone out to fix our service which never happened. Then comcast cut our service off premateurely after we'de made a payment arrangement the first month. I was just about done with their service when I spoke to another Rep who reconneccted our srervice. said he'd fix the payment arrangement, adjust our bill and notify us with new bill and arrangement along with getting someone out to fix the service. Two weeks go by and no notificaction, no adjustment on the bill, no one came out to fix the service and they again disconnected our service! I tried again our service was restored, spoke with another rep who said he'd take care of everything only now Comcast was demanding pay of the bill, so callback was scheduled for rthe following Sat. The next day our service was disconnected again and on Sat. there was no call back, no service tech scheduled, so we've had 7 weeks total of [Edited: "Language"] service to date. a couple more months have gone by and Comcast has been billing us now saying we owe over $1200 when our service has bee disconnected this whole time. I've tried several more times to get this resolved and the last rep we spoke with was as rude as I'd ever experianced, he was demanding we pay nearly $800 before they'd reconnect our service and wouldn't answer why the bill was so high and took it apon himself to cancel our services without my consent... I've now spebt over 40 hrs on the phone trying to get this resolve and being charge over $1200 for less than two months of faulty service,!It's been a total nightmare dealing with their customer service which is a joke. Comcast makes lofty claims about how they care about their customers on their website and they should be sued for it that's completely false advertizing. What I'm telling you is the complete truth and site above, this is coming from two customers who 'were' loyal Comcast customers for over 20 yrs and have been treated like garbage and these forums are full of similar stories from customers who given Comcast their business for years without Comcast seeming to care about this at all. I would never again recommend Comcast service to anyone and don't believe anything Comcast claims about caring for their customers because cleary they don't.
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user_c6op0j
7 Messages
7 months ago
I am here because I was lied to about my service and a promotion. I called to see if I could get rid of my land line and lower my bill. Why do I need a landlines anyway. I've been arguing this forever. The person helped me but said I'd have to get a mobile phone which would be on xfinity. He said multiple times I would not have to pay for the phone. I told him several times, I didn't need a mobile phone so I would only do it if it was free or included. He continued to say that the phone was on Xfinity, no charge to me. He insisted and pushed this so that I would agree to go with this. I agreed. He also didn't tell me that I was now in a 12 month contract that would cost me $110 to cancel or change.
I then find out a month later that I have a bill for the phone, a one time fee and $8.30 monthly payments for the phone even though I was told the phone was free and on Xfinity. He even read me the deal. That is criminal and a scam. I plan to report this and will eventually cancel my service. Why was I lied to about this mobile phone which I didn't want.
Just recently I was told it's too late to return it. I'm like, I never wanted the phone, I was told it was completely free, so why did I need to take the phone and why would I even have to return the phone. What is happening? Toxic company. Why does Xfinity require one fake aandline or mobile phone. They lie about you not having to pay for it. Otherwise, I would never have taken it, since I did not need a phone. I ended up having to pay a one time fee and I'm stuck with a monthly bill paying it off. And I in crazy world? This is flat out fraud. I'm convincing friends to cancel their service and look elsewhere.
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mtat
Visitor
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1 Message
7 months ago
We had the same exact problem. It is impossible to speak with anyone and when you do, the call is outsourced with untrained employees. Our bill jumped almost $75 and we called to get it lowered. We are retired living on a fixed income. When we were finally able to speak with an agent, he sold us a plan saying the new total monthly bill would be $115 however, the contract sent was for $175 which I signed based on confirming multiple times with the agent the $115 charge. Comcast records their calls so there is a record. We stated several times we wanted to remove our landline and ended up with a premium landline charge. We were also told we needed Xumo boxes that gave us multiple premium channels with the package to find out that the box only provided the premium app, not the service. Comcast needs to be accountable for their employees misleading their customers. This is consumer fraud. I may file a complaint with the FCC.
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cirrus
Contributor
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23 Messages
7 months ago
OPs issue is common. I've spent hours trying to resolve email error messages with no success. These forums are useless - conflicting advice from customers, "official comcast representatives" who drop in and out randomly, rarely providing useful answers. Calling tech support is useless... we are connected to overseas call centers staffed by representatives who speak difficult to understand heavily accented English and specialize in asking us to reconfirm all aspects of our identity before transferring us to another person who repeats the questions before transferring us to yet another person... until we hang up in frustration.
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user_c6op0j
7 Messages
7 months ago
How do we prove our situation and get money back?
I was told several times that by getting rid of my landlines which I said I didn't need and going with their mobile phone, my bill would drop to $250 which is still crazy high! He told me several times I would not be charged for the phone and that it was on Xfinity. I would pay zero for the phone. Not even for thr service.
Then the next month I get a large bill for the phone and a monthly payment plan to pay off the phone plus the monthly service fee.
I called and said I was lied to but thr best they could do was to disable the line but I still have to pay the $8.50 a month for the phone after the initial large fee to get the phone of which I said I do not need or want. But they insisted I did not need to pay for it. Criminals!
I hate Xfinity.
I'm dropping my service and finding internet and TV elsewhere. I have advised everyone I know who uses Xfinity to do the same. I want to go to local news outlets to push the evil and criminal ways of Xfinity. Gotta get the word out.
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user_mk5y8z
1 Message
6 months ago
Same issue, this company hires less real agents.
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user_xwe66q
3 Messages
6 months ago
Schedule a Callback - Xfinity Try this instead
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user_9qwjmg
2 Messages
6 months ago
I moved a week ago and still don’t have internet in my new apt . I live in a city so in 2024 there’s absolutely no excuse for this to happen . I’ve taken 2 days off w no pay at their request to be here for a service tech and no one came . I am absolutely [Edited: "Language"] about this . Xfinity is the most expensive and their customer service [Edited: "Language"] ! I’ve been [Edited: "Language"] around for an entire week . And the best part they try to sell my cell phone coverage !! Like I’d be willing to be more dependent on this company !!! Please let someone willing to help reach out to me . We have choices and I’m ready to dump this joke of company
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user_tlsfcz
6 Messages
6 months ago
Same issues here. I want a LIVE conversation from someone I can understand and who will listen to my issues.
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user_pagtb4
1 Message
6 months ago
Xfinity is the worst company to deal with. As a silver member I was told by an agent that they would extend a payment and my services would not be interrupted. However, another agent told me that they could not honor that and I would have to pay the past due after being told they would extend my payment. They just lost a customer today. Will never deal with this company again.
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