Visitor
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1 Message
Failed Customer Service
I called yesterday morning regarding a 250%+ increase in my bill. The representative tried to sell me a new package at the same price. I asked to speak to a manager, to which the representative replied "Why would you want to speak to a supervisor? They can't do anything I can't do." After arguing with me for a little longer she told me that a manager was unavailable but they would call me back THAT DAY. We're over 24 hours since then and no callback attempt was made. Incredibly disappointed in just about everything
XfinityKam
Official Employee
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329 Messages
2 hours ago
@user_jw87t I can understand why this experience would leave you disappointed. An unexpected increase in your bill, followed by concerns about how the call was handled and not receiving the promised callback, is certainly not the experience we'd want for any customer. We'd like the opportunity to take a closer look at both the billing concerns and the follow up that was expected. Please send us a Direct Message with your full name and service address, so we can review the account, examine the available notes from your recent interaction, and ensure your concerns are properly addressed. We appreciate you bringing this to our attention and look forward to helping review your options.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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