Visitor
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1 Message
Loyalty Supervisor hung up on 16-year Diamond Member - Cancellation Pending
I am a 16-year Diamond Member with 5 services (Home Internet, Popular TV, Home Security, and 3 Mobile lines).
I am writing to file a formal complaint. Yesterday, I spoke with a Loyalty Supervisor regarding my bill, which has reached $274.87 for my home services alone. During our professional discussion, the Loyalty Supervisor hung up on me before I was finished speaking.
I have already scheduled a full cancellation for next Friday. I am giving Xfinity one final opportunity to have an Executive Case Manager review my account. I am looking for the "All-In" loyalty rates for 2026 (targeting $115-$130 for TV/Internet) to match what is offered to new customers.
If this cannot be resolved by Wednesday, I will be porting my 3 mobile lines to a competitor and completing my equipment return on Friday. I look forward to a response from the corporate team.
XfinityAbby
Official Employee
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588 Messages
3 hours ago
Hello @Jsej, Thank you for reaching out on our community forum and also sending us a direct message. I would be glad to assist you with this in our direct message thread.
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user_71kwmg
Visitor
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1 Message
2 hours ago
I have been on the phone or online with Xfinity for at least 4 hours in the past 2 weeks. I was hoping to reduce my monthly rates, without stripping away every channel we like to watch. Somehow I ended up losing many of the channels we like.
I also have a TV box with continual errors as diagnosed by Xfinity, but it seems impossible to get a new box mailed to me so I can hook it up and send the bad one back.
When I can finally get a live person on the line, it seems they have trouble speaking and understanding what I am asking. What happened to the great customer support you HAD?
I have been with you since 1995 but am about ready to pull the plug.
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