Visitor
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1 Message
Comcast/Xfinity Customer Service and Retention Practices
I am filing a formal complaint regarding Comcast/Xfinity's customer service and pricing practices.
As a longtime customer, I attempted to obtain the advertised $50/month 1 Gig Internet promotion, but was told it was only available to new customers. Despite multiple requests, Comcast would not review my account, discuss retention pricing, or provide a competitive offer.
I also requested to transfer my account to my LLC, but representatives refused and could not provide a clear explanation or alternative solution.
My biggest concern is Comcast's escalation process. I repeatedly requested to speak with a manager but was continuously routed back to the same support team. During one call, I spent 145 minutes being transferred and placed back into the call queue without ever reaching a manager.
This experience was frustrating, time-consuming, and appeared designed to discourage customers from pursuing legitimate concerns.
I am requesting that Comcast:
- Review my account for available promotional and retention pricing.
- Provide a written explanation regarding the inability to transfer the account to my LLC.
- Investigate the handling of my escalation requests and excessive hold times.
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Improve its customer service and management escalation process.
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Stop the LONG HOLD delay tactics they are using to not resolve your issue.
I believe customers deserve fair treatment, transparent pricing, and access to effective support. I look forward to Comcast's response and a fair resolution.
This has been reported to BBB, FCC and JD power, [Edit: removed profanity] to your services practices!!!!!!
EG
Expert
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121.3K Messages
8 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityEva
Official Employee
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2.7K Messages
5 hours ago
Thanks for letting us know you’ve submitted a complaint. Once a regulatory complaint (such as FCC, BBB, or similar) has been opened, that concern is routed to a specialized team for review and handling. Because of this, we’re unable to continue assisting with that specific issue here on Xfinity Forums, to avoid overlapping efforts or conflicting updates. The appropriate team will reach out to you directly using the contact information provided in your complaint within the stated timeframe on your complaint.
If you have any separate concerns not included in that complaint, we’re still happy to help with those here.
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