Xfinity Customer Service - an Oxymoron

First, I'm going to be shocked if this even gets posted. But I'm going to share my most recent chat with Xfinity Customer Service. Mind you I was already in a foul mood when I entered chat as I had been woken up by a phone call from "Xfinity" (supposedly) stating that my payment hadn't processed and I was facing service interruption. My rancor escalated quickly as I had just had that happen not a week ago and had to deal with Customer Service to turn my internet back on. They stated my payment didn't process and further stated I was not on auto pay. I have been on auto pay with Xfinity for several years. I was not a happy camper and had the rep process the payment (how surprising they could do that with my on file payment method). She then confirmed that I was once again on auto pay, which should not have been a question in the first place. I've never missed a payment nor had one declined. I had to change my method once and I did so online in my account and there was no problem with billing.

So I decided to contact them about this mystery phone call. I provided the name the person gave me along with the phone number. Keep in mind that what you read is pretty much the norm for any and all contact I have with this company. Near the end it was more about, as I state, an exercise in morbid curiosity. Asking them questions just because it was so ridiculous and transparent they had no idea what was discussed or needed from rep to rep. I have over 15 years of experience myself as a CSR and have worked at internet companies. Xfinity is the most malignant entry into this industry that has ever disgraced the marketplace. 

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My chat with Xfinity on 10/17/24

Ritik joined the chat.

Ritik:  Hi [redacted], thank you for contacting Xfinity. My name is Ritik. I see you may have questions about your bill. Is that correct?

ME:  I want to know why I received a phone call this morning saying my bill was past due when I just paid it this month

Ritik:  Thank you for specifying your concern, Being your billing expert I will surely check this and get it resolved.

Ritik:  For the records, could you please help me with your billing address?

ME:  The caller said his name was Zack and he called from [Edited: "Invalid Phone Number"]. I want this checked right now. I already had to go through this mess with you people on the last payment when I was told I was NOT on auto pay and you cut off my internet without warning saying it was not paid. You are all such a sad excuse for a company. [address here] is my address. Now please do me the courtesy of addressing my concerns.

Ritik:  Thank you for the details.

ME (continuing):  I AM on auto pay. Always have been. For my service to have been cut off for YOUR [Edited: "Language"] mistakes is inexcusable. Now I'm getting a phone call for AGAIN being told my service hadn't been paid for? WHAT IS GOING ON!!!

ME venting:  I have never hated a company more than I hate Xfinity. I'd do anything to have my internet service with another provider, but you have the monopoly where I live. I hope you get to share this with your supervisors, not that it's going to make any difference.

ME:  Now find out why I got that phone call.

Ritik:  I apologize for the inconvenience you have experienced previously. Please don't worry; I will do everything possible to help you in the best way. I assure you that ||you will never face the same issue again||.

Ritik:  I completely understand. Please confirm me with your billing address: [my address typed out].

ME:  OMG STOP SAYING THAT! I am sick to DEATH of being told "you will never face the same issue again." It's a [Edited: "Language"] LIE!

ME (to the request of confirming info):  [Edited: "Language"] ARE YOU SERIOUS?!!!!!!!! I just gave you my address. Are you unable to READ?!

ME [can you tell I'm ready to punch a wall?]:  I am so angry right now you better be glad we're not on the phone together

Ritik:  Thank you so much!!

Ritik:  Please stay connected with me. [another of my pet peeves with [Edited: "Inflammatory"]]

ME:  Why would I disconnect? I need you to do your job, and you're telling me not to disconnect. What [Edited: "Language"] are they teaching you in your training???

ME:  DON'T APOLOGIZE. DON'T SYMPATHIZE WITH ME. JUST FIND OUT WHY I GOT THAT PHONE CALL.

ME:  I don't need your sympathy or empathy. You have a job to do. You don't know me, you don't care about me, you're just fed scripts to read.

Ritik:  Thank you so much for waiting and your patience.

ME:  don't thank me either. Just find out what I want to know. I don't need your platitudes.

Ritik:  As I have checked and found that you have a properly active account with no outstanding balance. Please, avoid sending spam messages or emails. There were no call or email from Xfinity for your due balance so kindly ignore that email or Call.

Ritik:  I will also report that from your end to my supervisor. [no you won't]

ME:  How can I report this spam caller?

Ritik:  4:30 pm
To report a spam caller, here's what you can do:

- If you got a spam email from an Xfinity address, forward it to abuse@comcast.net with all the details.
- To report a phone number as spam or a nuisance call, go to xfinityspamfeedback.com or call 844-963-0215 to leave a message for a callback in three days.
So, please, you don't need to worry about Xfinity because we are only here to serve you, [redacted].

Ritik:  And please do let me know so i can help you with best if anything you need to know?

ME:  OMG do you really and truly in your heart believe what you just sent me? I mean really, as a human being, not as a paid employee.

ME:  Xfinity only cares about being paid.

ME:  That's all they care about. [Edited: "Inflammatory"].

Ritik:  Be honest, if I were in your place, that would be the same for you and me. I really worked my best on your account because your satisfaction matters to us, and you are our priority.

ME:  Americans don't get to have American customer service. [Edited: "Inflammatory"] That's how much they care about their American customers.

ME:  I'm not questioning your help Ritik, I'm talking about Xfinity/Comcast.

[and now the fun begins...]

You are being transferred. Please hold...
Ritik left the chat.
Shubhada joined the chat.
You are being transferred. Please hold...
Shubhada left the chat.
Josheerani joined the chat.

[all of the above transfers happened in a matter of seconds while I was typing the following to Ritik]

ME:  There are thousands and thousands of posts on the internet with problems like I have. Xfinity is a horrible company. Oh look I got transferred! WHAT A SURPRISE!

Josheerani:  Hi, my name is Josheerani. I see you have been chatting with another team member. One moment while I review the previous conversation so we can pick up right where you left off.

[here comes my pet peeve and now my blood pressure spikes]

Josheerani:  Just as a heads up, please do not minimize the chat or toggle it, as we may lose the connection, and so that we can stay connected and assist you with a resolution.

ME:  Why was I transferred to you without ANY WARNING WHATSOEVER?

Josheerani:  I am sorry about this [redacted].

ME:  I can see in this chat window that Ritik just tossed me to someone else, then to someone else, to someone else, to someone else, and now I have you. This is insulting.

Josheerani:  I see your concern is about the bills, and I am sorry I would love to assist you however it seems you have been mistakenly connected with the NEW sales team for this.
Let me connect you back with the correct billing team for further assistance.

[SHOCKER]

ME:  What a joke Xfinity is. If we didn't need an internet provider Xfinity would be gone in a day. They know we have no other choice so they just treat us like this because it's them or no internet.

You are being transferred. Please hold...
Josheerani left the chat.
Nitin joined the chat.

ME [before seeing what Josheerani had said]: Oh I'm with the wrong person? SHOCKER!

ME:  I'm only staying in this chat now out of morbid curiosity.

ME after sitting in silence for several moments:  Are you going to speak to me?

ME after a few more seconds of silence:  Or just transfer me again like everyone else?

ME after another moment goes by: Go on, I'm making a copy of this entire conversation so people can see how Xfinity really deals with customer service.

ME bemused at this point:  No? You have nothing to say Nitin?

Nitin:  I sincerely apologize for the inconvenience.

ME:  Yeah. Sure. Like I haven't heard that a thousand times. Apologizing to me means absolutely nothing. Watching myself get transferred over and over for no reason is an insult to me as a customer and as a human.

Nitin:  I am sorry for thre trouble, and I see that you are requesting a supervisor call or supervisor chat ?

ME:  I never asked for that.

ME completely done at this point:  This is very educational for all the people that will be reading this. It shows that customer service reps don't care, they just randomly toss us around to different people who have no idea what's going on.

Nitin:  I completely understand your side being an customer my self, and I am sorry you felt that way. Let me quickly check this so I can assist you from my end.

ME:  What are you going to check?

ME:  Do you even know why I'm still in the chat?

Nitin:  I am checking the previous conversation, so I can help you with your concern.

ME:  If this wasn't so tragic I'd probably be laughing. But Xfinity is the most tragic company on the planet. I just wanted you to know what customers think of your employer.

Nitin:  I am truly sorry for your experience. If I were in your place, I would feel the same way, and rest assured, I am checking and I will help you with this.

ME:  Help me with what?

Nitin:  As I reviewed our previous conversation, you mentioned that you are receiving calls and messages regarding a service interruption, however, you have already made the payment.

ME:  I received one call. This morning. I wanted to find out why and provided the phone number that called me. Ritik, who I believe was the first CSR I spoke to, gave me a link to report it and then he transferred me without warning.

ME:  I ended up being transferred several times until you finally decided to speak to me. I don't have any other problems now, save for the disaster that is Xfinity and their non-training of CSRs and the language barrier. I have stayed in chat only to see what would happen next and boy, you guys did not disappoint.

ME:  Look, I'm tired. I'm tired of even having to talk to Xfinity. There's obviously nothing you can do about spam callers. So, have a nice day of transferring other customers around needlessly to CSRs that just spew canned responses. Your company makes me sick.

Nitin:  I completely understand your perspective, and I am truly sorry for your negative experience. I will escalate this to our higher management to look into this, so this will not happen again with you or any other customer.

ME:  You won't escalate it. You don't care. Your supervisors don't care. I have no proof any of our complaints ever get escalated or even looked at. But you can be [Edited: "Language"] sure if I miss a payment I'll be talking to you all instantly. Funny how that works, huh?

ME:  Go [Edited: "Language"] other customers, I'm done.