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user_wo95nt
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25 Messages

Saturday, August 31st, 2024 5:44 PM

Worst Customer Service Ever

Called last week to lower my bill after it went up to $308.00. Was told me new bill with 2 year contract would be $265. Come to find out last night that they downgraded my plan to a lower level TV plan. They never ONCE mentioned that I would be losing 60 channels! Between chat and a phone call I spent 3 hrs trying to get them to understand this to no avail. They told me I would have to upgrade and my bill would be $353!!!.

Hello? Really? I called to get my bill LOWERED!  I would rather go without TV then to deal with this anymore. Even if it means paying to cancel the contract. This is just unbelievable. I have been with comcast for about 15 years and this is how I get treated! Time to explore other options

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2 months ago

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XfinityJorge

Official Employee

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1.6K Messages

2 months ago

@user_wo95nt  Hi there! Thanks for using our Forums to reach out and we are sorry to hear about your latest experance. Our team is here to help and we apprecate the opportunity to make this right. To get started can you send us a DM with your full name and service address? 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)

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user_wo95nt

Contributor

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25 Messages

Really? You want me to go through this again?

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2 months ago

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user_wo95nt

Contributor

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25 Messages

@XfinityJorge​ 

I don't have the time or patience today. I need to do something that's actually productive. You've already wasted my whole morning!

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2 months ago

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XfinityAlyssaA

Official Employee

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1.6K Messages

We apologize for the frustrating experience so far @user_wo95nt, and understand where you are coming from. Rest assured our team values your time and wants to make this situation right. We'd be happy to review current offers to find a plan that suits your needs and budget as well as look into your experience further. We take your feedback seriously and want to make sure this situation gets addressed properly.

 

In order for us to better help with your concerns and looking into options to lower your bill, this does require us to get the account pulled up and verified which does require us to collect a few pieces of sensitive information. Can you please send us a Direct Message with your name and address at your convenience?

 

I understand if you are out of patience today, our team is here 6:00AM-12:00AM, 7-days a week, year around. If you can send us a message when you are ready, our team is here and wants to help. 

 

(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

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2 months ago

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user_wo95nt

Contributor

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25 Messages

2 months ago

You have no current offers to lower my bill and allow me to keep the channels I had. I have already been told that!

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