Negative experience with buying a new phone

My last experience visiting Xfinity office was extremely negative. I'm elderly person and got confused with choosing iPhone. I wanted to replace the old device with a new one and keep the old phone number. Instead, the person who served me added the phone that I refused, add a new phone number and additional line to my account. I still have not received a refund for phone I refused. Also I received a very large bill for using two lines and two phones, while I use only one phone and one line. I see, that Xfinity priority is to get as much money as possible from customers and not the interests of customers and satisfying their needs. I'm seriously thinking now about changing mobile carrier (provider).

Responses

XfinityJamesC

Official Employee

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2.1K Messages

1 month ago

Greetings, @user_mytc74! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having so many issues with your Xfinity Mobile account, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.

If you could 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, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

user_mytc74

6 Messages

Dear James,

Before writing my problem on the forum, I tried to find help on the Xfinity website to talk to someone in person, but unfortunately the website only has virtual assistant who can't help.

I tried to follow your recommendation to send a direct message to your team, but I didn't find an icon for "Direct Message" because of the very difficult navigation on your website. If you really want to help me and value your customers, please just attach the link so I can get "New message" and write more detailed information you need to solve my problem.

Thank you.

1 month ago

XfinityJamesC

Official Employee

•

2.1K Messages

Thankyou for letting me know what you were seeing, @user_mytc74. Our good friend, @BruceW, created this excellent explanation for us!

To send a private message to Xfinity Support from any Forum page:

Click "Sign In" (if necessary - there will be a visible prompt)
Click the "Direct Messaging" (square speech bubble) icon
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 will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic should replace the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

See https://comca.st/3kYXwkR for an example

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1 month ago

user_mytc74

6 Messages

I have already opened "Direct Messaging" and sent a message to "Xfinity Support" about my problem. I wasted my time there, more than two hours, to describe and explain my problem there, but "Xfinity Support" answered me that they can not help me. I had a bad experience again.

1 month ago

user_mytc74

6 Messages

@XfinityJamesC

Sending "direct Message" to "Xfinity Support" is useless. I have the same problem. "Xfinity Suppor"t doesn't decide this problem. They can help only with troubleshooting the Internet, they can't help with problems with customers' bills, and can't help refund money for wrong services.

I don't know where to find help(((((.

29 days ago

user_mytc74

6 Messages

27 days ago

I want to say thank you very much to Xfinity.
My issue was resolved completely. I'm very grateful to the Xfinity Mobile team, and the Customer Security Assurance team and agents in the Xfinity Store, that they helped to resolve my issue quickly. Thank you very much, that Xfinity values their customers, I have personally seen this. I'm grateful that the team is not indifferent to the needs of customers and prioritizes the best satisfaction of customer needs. Once again, I sincerely thank all of you. I wink recommend Xfinity to my friends from the best side.

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Negative experience with buying a new phone

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