Visitor
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1 Message
Xfinity Scheduled Callbacks - they don't actually call back
I was charged almost $400 in error. Spoke to an agent on August 4th who tole me I would be getting a credit, but to call back after the billing cycle. Called back and they told me I need to speak to a manager and set me up for a callback...no one ever called
I called Xfinity back multiple times. Each time agents keep scheduling a call back, but no one is calling back. They just send a message as if they did.
I even had a chat rep to schedule a call for a specific time. While we were still on the chat , i got the message that someone tried to call, again, no one had placed a call to me from Xfinity
My bill is now due and still haven't spoken to a manager even though i have been scheduled for over 10 callbacks.
Very frustrating !
ccRuben
Retired Employee
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729 Messages
3 years ago
@user_fde96c Please send us a direct message, we will be happy to assist with all your account concerns. Thank you!
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
"Please send us a direct message" means, from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon
above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
(edited)
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