Visitor
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4 Messages
Worst Customer Service Ever
I have never in my entire life dealt with a company that simply doesn’t support their customers in a professional manner. I have been going in circles with well over 30 Reps over the last 3 weeks and countless hours on the phone. It’s all documented with names and time spent. Started with an alleged data security breach which disabled my phone on a Sunday night for 3 hours while the hijacker wrecked havoc with all my personal and confidential info on my phone, and elevated into numerous technical issues in my mobile service. How does someone log into my Xfinity account, set up a new phone, perform an e-sim swap, steal my confidential data without any assistance from Xfinity! Each Rep passes the buck, transferring from one dept. to the next, opens a new ticket, no follow-up whatsoever, misinformation, dropping the ball, closing tickets that remain unresolved without even talking to me, etc. It’s truly beyond words that a company this size can treat a customer this way. I am truly shocked! I’ve been with xfinity for over 5 years and that doesn’t seem to matter to them. Canned/scripted responses seems to be their norm. I am frustrated beyond words and very disappointed with the level of customer service and technical service received. I will be contacting the BBB over this matter. I’m told I should contact a lawyer who specializes in these type of matters. Not sure if that will get results. I hope others see this post and subsequently makes an informed decision when choosing their mobile carrier. Good support goes a very long way but when there is none or very incompetent support, it says a lot about a company.
XfinityJoe
Official Employee
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1.5K Messages
10 hours ago
Good morning @user_15jev0 I completely understand your frustration and I appreciate you taking the time to reach out to us via social media. This isn’t the type of service experience we want for any of our customers. Our team can review the account with you, including any recent tickets.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click "Direct Message"
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing, a drop-down list appears. Select "Xfinity Support" from that list.
An "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. See the link below for an example
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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DiamondDea
Contributor
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23 Messages
6 hours ago
Hi User_15jev0! I have another suggestion to piggy back off of the canned request below.
So when I was going thru my own NIGHTMARE (i.e. 5 months) with Xfinity Mobile, I was finally transferred to what is called the ::: Xfinity Mobile Executive Resolution Team ::: who are based in HQ in Philadelphia and they work with the Xfinity Leadership Team in HQ too!!
She also called me DAILY with updates regarding my Mobile Account issues (i.e. held my hand basically as a DIAMOND CUSTOMER), while she was surprised after numerous phone calls to Xfinity, that none of their phone reps didn't just ESCALATE my ticket/issue to that team in Philadelphia, month(s) ago! UGH!!!!
So if you don't receive a timely response, feel free to ask the next phone rep you speak with to transfer your issue to a :::: Xfinity Mobile Executive Resolution Team Member ::::, so they can review your tickets and and get it resolved ASAP too.
Cheers!
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