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user_6ln31h
1st Topic

Visitor

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2 Messages

Wednesday, April 23rd, 2025 7:06 PM

Worst experience

I have been a loyal customer for years “platinum member “ but after talking to the rudest customer service agent I will no longer be with xfinity. She did nothing to try to de escalate the situation she literally was arguing with me. Yesterday I was on the phone for 1 hour with a agent who mis informed me about my situation that’s why I had to call and talk to the rude lady today. Point being I will no longer be with xfinity only because of the customer service. Cable is a luxury not a necessity we should be treated better. 

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Updated 

2 days ago

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XfinityPeterH

Official Employee

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1.8K Messages

2 days ago

user_6ln31h

I'm truly sorry to hear about your recent experience with our customer service. As a loyal platinum member, you deserve to be treated with respect and professionalism, and it's disappointing to hear that this wasn't the case.

I apologize for the misinformation you received and the rude interaction you had. Your feedback is important to us, and we take it seriously. We strive to provide excellent service to all our customers, and it's clear we fell short in your case.

Please know that we value your loyalty and would like to make things right. If you're open to it, I'd like to escalate this matter to ensure it gets the attention it deserves. Your experience highlights areas we need to improve, and your feedback will help us do better.

Thank you for bringing this to our attention, and I hope we can find a way to resolve this situation.

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user_6ln31h

Visitor

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2 Messages

Thank you for your quick response. Who do I contact to make things right ? 

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2 days ago

0

XfinityJustinC

Official Employee

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1.2K Messages

@user_6ln31h you're welcome. You've reached the right spot to help make things right. I'd like to gather some more information on the recent interaction, and find the agent you were working with to get feedback submitted to their leadership team. 

I'd also like to see about trying to right the previous misinformation, and the original reason you had reached out. Since I will need to gather some information to locate your account, and we don't want that here in our public conversation. When you have time, please send a direct message. 

To send a direct message: 

 

Click "Sign In" if necessary

 

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

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.
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2 days ago

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