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spsick
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2 Messages

Tuesday, December 2nd, 2025 5:33 PM

Better business bureau complaint

Got a call from xfinity last Wednesday about a complaint I put in  with the better business bureau concerning Xfinity trade-in program..was told xfinity would get back to me Friday or Monday because of the Thanksgiving holiday. It is now Tuesday Dec 2nd and still no call back. If xfinity doest contact me by tomorrow 12/3/25 I will start to fill out forms for the Small Claims Court. Unbelievable how you treat a 30 year customer with xfinity. 

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3 days ago

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XfinityJamesC

Official Employee

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2.6K Messages

3 days ago

Greetings, @spsick! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you haven't received the follow-up that was promised, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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spsick

Visitor

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2 Messages

Can't find anything that you just posted. No bell and no direct messages

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3 days ago

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XfinityJamesC

Official Employee

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2.6K Messages

Thank you for letting us know, @spsick. I've heard that it can look different on some browsers. Our good friend, @BruceW, created this excellent explanation for us!

 

To send a private message to Xfinity Support from any Forum page:

  • Click "Sign In" (if necessary - there will be a visible prompt)
  • Click the "Direct Messaging" (square speech bubble) icon
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • As you are typing, a drop-down list will appear. Select "Xfinity Support" from that list.
  • An "Xfinity Support" graphic should replace the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

See https://comca.st/3kYXwkR for an example

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3 days ago

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