Why do I get lied to by 3 agents when I'm just trying to get additional service.

On the phone now for 2 hours! 3 agents flat out lie to me, nothing unusual for Xfinity customer service unfortunately. I want to get additional Internet service at another address but after repeatedly going over service info and Internet package they say we can't schedule a ln install, let's get another person on to conference in and get this set up. I say, you're not leaving, correct. They say, no, I'll be right here and will fix this. Then the next person answers and knows absolutely nothing about me or the account that was just set up and we start again. This is why you lose customers every year, this is why you have the worst customer service ever for well over 10 years, it's unbelievable!

Edit, make that 4 agents that lie and pass me on to another agent who knows nothing about it. On the 5th now... Pathetic!

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EG

Expert

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122.7K Messages

7 days 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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XfinityVianney

Official Employee

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3K Messages

7 days ago

user_ba46dd

Thank you for reaching out and creating a new post. I'm sorry to hear you didn't get the help you needed. I'm sure being transferred and not getting the details you needed along the way was not easy to deal with. I'll certainly do my best to get us some answers. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_ba46dd

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3 Messages

No surprise, lied to over and over again. I was told I would get a response because it was sent to escalation where it would be reviewed and I would be contacted. This is a common fallacy that is told all the time and I have never been contacted, just add it to the list for another reason they have the worst customer service in the entire industry as shown year after year decade after decade.

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3 hours ago

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XfinityDilary

Official Employee

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4K Messages

user_ba46dd. I completely understand your frustration. You were told your concern had been escalated for review and that you would be contacted, so I can understand how disappointing it is that you never received that follow-up. I’m sorry this experience has continued to add to your frustration. We’d like to focus on what we can do from here and make sure your concerns are properly addressed. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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37 minutes ago

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Customer Service

user_ba46dd

Why do I get lied to by 3 agents when I'm just trying to get additional service.

EG

XfinityVianney

user_ba46dd

XfinityDilary

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