Visitor
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1 Message
who to contact regarding poor customer service
Who do I contact regarding poor Customer service?
I called regarding my bill with xfinity increasing. When I was on the phone with a representative named "Leigh" or "Lay" (unsure of spelling), he told me 3 different offers. 1 gig for $96/mo for 5 years, 1 gig for $70/mo for 1 year, or 500 mbps for $81/mo for 5 years. After discussing why they can't offer the new member pricing to loyal current customers, I decided on going with the $70/mo plan. Lay then told me that he did not say $70 and he said $86/mo. he was very persistent in telling me that I heard incorrectly, when I am confident in what I heard being $70. He continued to argue with me until I finally asked for his supervisor "Don", Don also attempted to gaslight me and essentially called me a liar repeatedly saying that I heard wrong. Last I checked, the numbers "86" and "70" sound nothing alike. They continued to try to gaslight me, claiming the transcript of the call said $86 when I can assure you, it did not. I was disrespected consistently by Lay and Don. Neither of them were willing to take accountability for what was said & would rather tell a customer he is lying.
Has anyone else had similar experiences?
Who can I contact regarding this?
XfinityCliff
Official Employee
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541 Messages
5 hours ago
Thank you for taking the time to share your experience here on our Xfinity Community forums!
We hear your concerns, and it's clear that the interaction you described left you feeling unheard and disrespected. When there is confusion around pricing or plan options, customers should expect clear communication and a professional conversation, and we appreciate you bringing this feedback forward.
Your comments are valuable, and we'll use this feedback to help identify opportunities to improve the customer experience moving forward.
If you'd like to explore available offers and plan options on your own, you can review them anytime through our online Plan Builder, which allows you to compare services and pricing based on your account.
If you'd like us to take a closer look at your account and review the options available to you, please send us a Direct Message* with your full name and service address. We'd be glad to help.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click Here For an example of how to send us a Direct Message.
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