cancel mobile service

I cancel the mobile account 12 hours after I activated it. The rep LIED about the service I could get.

And 6 weeks later I am being billed. How do I cancel the line outside of telling Xfinity it is cancelled?

Why is Xfinity customer service so so so bad?

The toll free number gives you a bot (BTW Xfinity this is NOT saving you money).

By the time you get human you have lost your mind.

Put in for a call back and no one called back.

You are horrible.

Responses

Oldest First

Selected Oldest First

XfinityAirelle

Official Employee

•

3K Messages

1 month ago

user_9e2hc1

We’re really sorry for the frustration you’ve had with this — that’s not the experience we want for you. We’d like to make sure your mobile account is fully taken care of so you’re not stuck in a loop.

We can help review your account details and make sure the line is canceled properly. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

2

0

U

user_9e2hc1

Visitor

•

7 Messages

You all are hot garbage and that is me being polite.

Go back and look at all your process and procedures and fix that. Doing specialty customer service costs more in the long run, creates law suits AND loses you customers.

I'm actively looking at replacing my household internet because of your poor customer service.

You time out your customer service reps so problems are never properly solved (and don't say you don't do this - I have numerous transcripts showing the change over of the online rep); your reps don't understand nuanced questions; your call back service is a joke.

You are not hiring competent people who are empowered to solve problem. You hire less and less humans and don't let them solve problems and then create REALLY BAD AI bots who don't solve problems.

The people who are programing your AI have zero idea how people talk and the problems your customers have.

You spend a lot of money on trying to get customers but no money to help them.

Look at how long it took to get someone to write me a "I really want to help you email" and the only reason that happens is because this is public.

BTW, if I get another erroneous bill I am going straight to my State's Attorney General. They have a simple form to fill out and when I have spoken to a real human there they laugh, because they deal with Xfinity dramas all day long. That also costs you money.

FIX YOUR PROCESS AND PROCEDURES IF YOU ACTUALLY CARE. BUT YOU DON'T; YOU WILL TELL YOUR BOSS; YOUR BOSS WILL DO NOTHING AND THEY CYCLE CONTINUES.

Like

Reply

1 month ago

0

XfinityAirelle

Official Employee

•

3K Messages

user_9e2hc1

Thank you for sharing your feedback so openly — we hear your frustration and we’re sorry for the negative experience you’ve had. What you’ve described isn’t the kind of service we want to provide, and we understand how upsetting it is when you’ve tried multiple times to resolve something and still feel stuck.

While we can’t change the larger processes right here, we can take ownership of your specific concern. We want to make sure your mobile line is properly canceled and that you’re not billed incorrectly moving forward. If you’re open to it, please send us a direct message with your full name and the mobile number tied to the account so we can take a closer look and confirm the cancellation for you.

We know this doesn’t undo your past experience, but we’d like the chance to make sure this is resolved correctly for you now.

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 month ago

0

Plan

user_9e2hc1

cancel mobile service

XfinityAirelle

user_9e2hc1

XfinityAirelle

New to the Community?