U

1 Message

Wednesday, December 27th, 2023 5:38 PM

Closed

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. 

Official Employee

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784 Messages

7 months 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!

2 Messages

@XfinityFrank

I have been trying for several months to have my auto pay discount applied to my monthly invoices. Every month, for several months now I have had to call customer service and ask that it manually be applied. I do not understand for the life of me why this cannot be corrected.
It is getting very frustrating, and again last month no credit was applied, and a credit is reflected in this months invoice, offsetting last month. But again this month new invoice does not show the auto pay discount being applied.
I would like to hear from somebody above the level of the standard customer service person , and ask, please, that this be corrected. I realize it is only $10 but it’s now become the principal. That no one seems to be able to get this fixed.
I await your response.
 

<Edited: PII>

(edited)

Official Employee

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651 Messages

user_wvjxz4 hello, we do ask that you refrain from posting any personally identifiable information, such as your account number for security reasons. If this information were needed, we would ask for it in the privacy of a direct message. 

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

You can send one over now to address your discount concerns, please include in your direct message your full name and complete service address. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

14 Messages

starting on may 20th 2024 i have been unable to access xfinity streaming "services" without doing the following on my samsung smart tv:  back out of the app, go to settings, device care, click on xfinity app, delete cache AND data, back out, go to xfinity app, sign in, enter a code on my computer to xfinity.com/authorize, validate my device, then click on a few other things, then i get into xfinity.  if i exit and go to another app i have to do EXACTLY the same thing again.  REALLY FOLKS?  this is a bug in an update.... EVERY OTHER APP WORKS FINE just like ALL the other complaints are telling you.  what is it going to take for this company to fix this miserable app?  it also (as you are hearing from LOTS of other frustrated folks) buffers over and over again in the process of trying to watch a show.  this company is stealing our money.

1 Message

@XfinityFrank​ 

upper right hand corner of which page. I have the same complaint plus more as the above person

Official Employee

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784 Messages

Hi there @user_rd1g57! The chat icon would be in the upper right-hand corner of any forum page. However, you must be invited to send us a direct message. Could you describe the complaint you have to see if we can help? Thanks! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Gold Problem Solver

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25.7K Messages

7 months ago

Where to I email complaints to? ...

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.

(edited)

3 Messages

4 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

2 Messages

They are liars amd don't care.  I would love to see a class action lawsuit!  I have been with them for 30 years and they absolutely do not care about my loyalty!

7 Messages

@user_jckaot​ Absolutely! I can imagine many of us faced the same issues with this company that cuts corners to scam you out of your hard earned money under the guise of a business. This number they provide for customer services only goes to an automated service that forces you to enter a chat via a text link no matter what option you choose. They charge more than any other service provider and can’t provide the most basic of customer support. This company lacks quality and ethics on a major level and I cannot wait to see what happens when people wake up and see what’s being done to them and how many regulations exists that directly stand with them agains these practices. Shame!

2 Messages

4 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.

Official Employee

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1.2K Messages

Hello and welcome to Comcast @user_jr5vls! Thank you for taking your time in reaching out to us today over our Forums page! What an amazing way to communicate now these days! It breaks my heart to hear you are leaving us. As much as I don’t want you to go, I will make sure we get this taken care of promptly.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

Let me know if you have any questions.

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 a reply as the Accepted Answer.tick

Visitor

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2 Messages

4 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 

Official Employee

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1K Messages

Hello @barbg1, thank you for taking the time to reach out on social media.

We would hate to lose you as a customer and hope we can continue to work with you to bring you the amazing entertainment options Xfinity has to offer. 

 

You've reached the right department, and I'd be happy to help with making changes to your account.

 

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

(edited)

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 a reply as the Accepted Answer.tick

Regular Visitor

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5 Messages

2 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.

(edited)

Official Employee

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1.3K Messages

Hello, @mklemm. I sincerely apologize for the negative experience you've had after activating your account. I'd be more than happy to review your account to see what's been done on our end to remedy this situation.

In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

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 a reply as the Accepted Answer.tick

7 Messages

2 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. 

1 Message

@user_c6op0j​ I am going through the same thing now with a "free" mobil phone.  Back in November 2023, I called tech support, at the end of the call, I was offered a free phone.  I initially declined, but the agent insisted that it was "free". No other details give.  The next day, there was a charge on my credit card. I called to find out what the charge was for and it was for the "free" phone.  Even though I called back the next day to inform them that I didn't want the service, they told me it was too late, even though I called one day later.  It is now July 2024 and I have made numerous frustrated calls, described above, not being able to reach a human being, etc.  All of the agents are overseas, I finally got a number for the USA corporate office. They would call but not leave a message, so you go through the maze of chat texts, etc.   I finally reach someone today, but they said that I didn't cancel in time. They were not interested in the phone records that I have of making multiple calls the day after the charge was posted.  I have written a complaint to the FCC and currently am going back and forth.   I have been a customer of theres for over 30, I plan on cancelling my service.  Frauds!.   

Visitor

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1 Message

2 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.  

7 Messages

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 am on a right budget and have a lot of medical bills, and this is the last thing I need. 

7 Messages

@mtat​ I was lied to and told I would not be charged for a mobile phone which I didn't want. They told me several times. It was on Xfinity they said. Then I got a huge bill and monthly payment plan.

I'm on a tight budget and have a lot of stress around medical bills. Now I have to deal with criminals like Xfinity. 

I am reporting them and going to news outlets to maybe run a story. 

Official Employee

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1.1K Messages

@user_c6op0j - Thank you for reaching out. While our team can help with a wide variety of concerns, due to account security, our options with Xfinity Mobile accounts are somewhat limited. For some Xfinity Mobile related questions, we ask that you contact Xfinity Mobile by calling or texting 1 (888) 936-4968 or reaching out to our Secure Online Chat. If you have already reached out to Xfinity Mobile regarding your concerns, and they are still unresolved, our team can help facilitate communication with the appropriate team. Which method(s) have you used to reach them so far?

 

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 a reply as the Accepted Answer.tick

Contributor

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23 Messages

2 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.

7 Messages

2 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. 

1 Message

2 months ago

Same issue, this company hires less real agents.

Official Employee

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1.6K Messages

 

user_mk5y8z thank you for letting us know you've had trouble reaching someone. I'm sure this has been frustrating, but we are certainly here to help you out. I appreciate all your patience so far. You can always create a post if you need direct help. With that said, I can help you out here too. Can I have more details about your concerns and how we can assist? 

 

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 a reply as the Accepted Answer.tick

7 Messages

@user_mk5y8z​ I reported them to the FCC and now they are taking care of me. 

3 Messages

2 months ago

2 Messages

1 month 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 

(edited)

Official Employee

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1.3K Messages

 

user_9qwjmg Hello there! Thanks for the comment and our team is sorry to hear about these issues you are having. We are here to help you and work together on a solution. Please send us a DM so we can work together.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

 

 

 

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 a reply as the Accepted Answer.tick

2 Messages

I had to take 4 days off at your request . (Unpaid) Finally sent an official xfinity employee to diagnosis the issue . He literally fixed the issue in 45 seconds . Your employee found that your “sub contractor” hooked up my cable to RCA by mistake . He then told me this is a ridiculous mistake and showed me the different in size in black band around the coaxial cable . He said it sucks bcuz these subs aren’t really good at their job .  So id like to know why should I lose almost a full week of pay and being stressed out all week and have to literally chase down xfinity to fix their issue ? You never have to chase me around for payment , I never give you half the money like you guys sent a sub par employee . Only thing you did was remove the $100 service from sub par sub contractor and give me a $50 credit to my bill .  You guys need to offer more to keep my buisness !!!! Because using xfinity has cost me aggravation , stress , ALOT more money than $50 . So here on this thread publicly , What are you willing to do to make this right ? I bet it’s nothing ! People reading this , consider how this co pant treats its “valued” customers !! Shame on you guys !! 

4 Messages

I have been dealing with disgraceful customer service! I went to the Xfinity store, replaced much of my equipment after being told that was the issue. One box, out of three is giving us 1 channel only. This seems to be a network issue but nobody will help. Julio assured me that he had referred this to his manager and I am getting no response. I am paying for channels I am not getting!!!! They want their money but don't take care of their customers. 

4 Messages

1 month ago

Same issues here. I want a LIVE conversation from someone I can understand and who will listen to my issues.

Official Employee

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651 Messages

user_tlsfcz thank you for taking the time to reach out today. I am happy to inform you that you are in contact with a real person while working with us through the Community Forums. I would recommend just reaching out to us when you have an issue you would like to address in the future. The beautiful part of our Forum community is that you may even find the answers you are searching for from another helpful customer or one of our amazing Xperts.

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 a reply as the Accepted Answer.tick

Visitor

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2 Messages

@user_tlsfcz​ I always ask to speak to someone in the USA. I can never understand some either. I try to be kind but I just can't understand them. They also talk so fast. They do transfer me when I ask so try that next time. 

1 Message

1 month 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.

Official Employee

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1.4K Messages

Greetings, @user_pagtb4! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. This is definitely not the type of experience we want our customers to have. Please let us know if there is anything more we can do to make this right. I would love to help turn this around for you.

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 a reply as the Accepted Answer.tick
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