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29 Messages
Account not recognized for six months even after spending an hour with account security
Cutomer for over ten years. My address the same. Phone number been same for eight years. Always been recognized when I call.
For last six months that horrid comcast bot thinks my street address is something else, and does not recognize me when I plug in phone number manually.
Comcast already wastes your time every time you call in with every hoop possible to keep you from talking to a human, regardless of over a decade of paying hundreds of dollars a month for channels you never watch once. You think a restaurant would do you like that if you bought a $70 dinner each week? They'd go out of business in a minute. Anyway, just try to get help when botfinity decides you are not you. A living [Edited: "Language"].
I have complained multiple times but the agents just confirm that my phone number is my account and my address is my address as if that is all there is to it. Useless.
A few weeks back I got sent to some ultra security account guy, and spent an hour on the phone confirming everything but my dna and blood type. He assured me it was all over, would never ever happen again. That someone else has my name and the accounts were mixed up but our hour on the phone to start my day fixed it all up. Very reassuring. Imagine how many same names xfinity has, and regardless, great data security there. Never in all my life has my account got mixed up. Never in my life has a company failed to recognize my phone as mine.
Anyway, you know the drill. I would have bet ten trillion dollars that the next time I called in, the bot would fail to get my phone right and I would have to waste more precious, irretrievable moments from my life trying to teach xfinity who I am. They never ever fail to bill someone else, no problemo recognizing my information come bill time, but even as my phone number is tied to my name, address, and billing, when I call in = FAILLLLL.
Yesterday was that day. Internet dropped. Wanted to know if was my end or theirs. Called. FAIL. Spewed minutes to fool system into getting me a human. Agent took a bunch of time, finally told me the department he needed was not answering, and promised that he'd email me. Over 24 hours later, no email. Would have bet farm on that too. If had dollar for every time comcast said they would get back it touch.... ouch.
Good news is I recently tried to buy the baseball package and when the box would not take my order and told me to call in, well, naturally I was not recognized and comcast lost that purchase. Such pyrrhic victory is what I've been reduced to in the half year or more odyssey quest saga to help xfinity comcast get a phone number right.
Then they wonder why people by the millions just unplug and LET IT STREAM.
Juan-d14
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29 Messages
24 days ago
Still no mail from guy who promised to email me. I would have bet ten trillion dollars that would have happened. No less.
Nothing here either. Beyond weak. Wish had a dollar every time comcast failed to call or write back. Is like a policy.
Tmobile made a pitch for my internet account today. Offered some free and discount streaming services too.
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Juan-d14
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29 Messages
24 days ago
Going on four hours in the chat. Nothing has been accomplished. Same basic questions asked that have answered for six months. No case number. No sense of what next, if anything.
Four hours. Not counting the hours wasted on the phone today, Sunday, last month.
I will never forget account security telling me they won't help me today, or elevating to a supervisor or adult. ... but you said to open a chat, and four hours of chat has yielded squat. Nothing. Nada.
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Juan-d14
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29 Messages
4 days ago
In my account it says I have three boxes, then I click and it shows the two boxes, then in my plan cart it shows one addition box at $12 and another additional "box" at $24...... I called and customer service had no clue what to do. I tried to look at my bill and it says the system is down.
I have had two boxes and two only for over a decade. Why does your system say three different things and why can't you correct it?
As for $12 for a box, when you go to a restaurant do they charge you for forks and plates?
How come the electric company doesn't charge me a tab for the meter?
At any rate, if you are going to bilk people for things they aren't even capable of owning or deriving value from, then you should get it correct in your system, yet customer service was droll, dry, disinterested, and clueless as to what to do.
Just as it has been with my phone number no longer being recognized when i call in, which comcast has failed to fix for over six months.
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Juan-d14
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29 Messages
4 days ago
What if I am using all platforms? The platform should be irrelevant! Bad information is associated with my account. That's what needs to be cleaned up. account data on your end, not platform presentation on mine.... just like my phone number, which we have clarified is only associated with my account, should be recognized when I call in but your systems thinks it belongs to another account.... you have completely failed at fixing it for six months, keep sending me back to people who are clueless, and appear 100 percent incapable of escalating it to a responsible party who can get your phone system to recognize my number as being from my account.
Now customer service--after I spent ten minutes pleading with your widely reviled, people-hating bot system to get me a human because I did not have a bot solveable problem--cannot clean up bogus information in my plan, and I have to flee to the forums, yet get a question about platforms?
To deal with comcast is all too often a nightmare. This is how you get a 1.06 rating from the Better Business Bureau based off nearly FOUR THOUSAND reviews, and a 1.1 from Trust Pilot based off 3,500. One phone call to clean up bogus account information should not be a challenge. One phone call to get a phone number of a decade recognized by a system should not be a challenge. You had terrible losses in Q1, are laying people off, and reddit is PACKED with posts like "https://www.reddit.com/r/Comcast_Xfinity/comments/1iyllxh/why_does_comcast_hate_its_customers/"
Some problems are actually difficult, and we understand that. No problemo. Easy admin account stuff that is a layup for every other vendor in my life is somehow a six month hellscape and no end in sight with comcast. You want to stop the bleeding? Then simply escalate problems that go unsolved for months to adults with the pull to demand results rather than quit and hide the way your staff has with me.
If Brian Roberts phone was not being recoginized by the system, what would you do? Well, after six months, maybe you can do that for me?
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