Worst customer service

I have been trying for over a week now across 4 different hours long calls and several lengthy chats to resolve issues related to the system splitting my Internet and mobile services into 2 different accounts and not being able to get anyone to be able to merge these 2 accounts together. Everytime I am given the same script of empty promises and that this new rep would be able to resolve my issue only to be left with an excuse that there was a system glitch and that they would have to call me back once some higher up was able to fix my issue. Nobody ever calls and no notes are left about my issue and I have to start all over again and again. Using the chat service is a joke because it will automatically transfer you to a new agent if the chat decides the issue is taking to long and your back to square one. All the reps care about is up selling you new or faster services but once you need any actual customer service then it's a system glitch or somebody else's problem and they promise they will followup.

If that wasn't enough, when I was being solicited for a new promotion I was given a bogus promotional price and term that one I purchased it the bills starting showing up at double the price that was originally promoted. Nothing but lies, fraud, empty promises, and only the sale matters attitude. Pathetic!

Responses

XfinityQuemekia

Official Employee

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192 Messages

1 day ago

Greetings @user_e5hj6g I appreciate you being a part of our Xfinity Community Forum and taking the time out of your day to post. I am sorry to hear about your experience. I would probably feel the same if I was in your shoes.

Regarding your Xfinity services, residential services are billed together (internet, home security, cable etc), mobile accounts are separate. Mobile plans have their own data allowances and pricing, distinct from your internet plan's data usage.

I do apologize for any miscommunication on our end, let me know if there is anything else I can assist you with.

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user_e5hj6g

Visitor

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3 Messages

When all your service reps say differently either your the only one who who's how things work or they are ALL lying about it again and again. That's not a misunderstanding, that's misleading your client base and continuing the empty promises.

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1 day ago

0

XfinityQuemekia

Official Employee

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192 Messages

@user_e5hj6g I completely understand your frustration. I would much rather someone set clear expectations, so I know what to expect.

Check out: https://www.xfinity.com/support/articles/account-credentials-xfinity-mobile-and-xfinity-internet for more information.

I will definitely mention this to our higher ups, to better our customer experiences in cases like this.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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user_e5hj6g

Visitor

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3 Messages

So only after this post does my rep call me back for my "promised call" with an excuse that the power was out but that my case is still being looked at but won't have an update til June 17. Definitely getting the bad end up this deal. Anyway to get credit in my bill for the over 8 hours I've put into this and all the excuses and "misunderstandings"?

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1 day ago

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XfinityQuemekia

Official Employee

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192 Messages

If you could @user_e5hj6g send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (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.

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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1 day ago

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user_17rmzt

Visitor

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1 Message

1 day ago

The customer service is non existent. I've wasted hours this week as well. All the system does is force me back to the virtual agent. Horrible service.

1

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XfinityAbby

Official Employee

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211 Messages

Hello @user_17rmzt. I am sorry to hear you are having trouble getting a hold of an agent. One way to get help on our community Forum is to create a public post as it creates a ticket in our system so that we can assist you. If you do still need assistance I would be glad to help you.

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (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.

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

Like

Reply

1 day ago

0

Customer Service

user_e5hj6g

Worst customer service

XfinityQuemekia

user_e5hj6g

XfinityQuemekia

user_e5hj6g

XfinityQuemekia

user_17rmzt

XfinityAbby

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