user_5pzbd0 Thanks for reaching out for assistance with your concern on a recent experience with a rep you wish to report. We would be happy to take your feedback, and pass it along to the right place.
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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 appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Here’s an updated version of your complaint to reflect the final resolution while emphasizing your dissatisfaction and request for compensation:
Subject: Formal Complaint – Unacceptable Service & Excessive Delays in Resolving My Issue
Dear Xfinity Customer Support,
I am writing to formally express my extreme disappointment and dissatisfaction with the service I received while attempting to resolve an issue with my phone number after receiving a replacement device from Xfinity. While the issue was finally resolved after spending a total of seven hours—including three hours sitting at an Xfinity store—the experience was completely unacceptable.
Issue Summary & Timeline:
1. Phone Replacement (2/12/2024): I received a replacement device due to phone damage, but the screen was broken, preventing me from syncing it independently.
2. Initial Contact with Xfinity: I called for assistance and was advised to temporarily change my phone number to activate the device. I was assured that my original number would be restored afterward.
3. Follow-up Attempt: After following these instructions, I was unable to recover my original number. I spent over 1.5 hours on the phone with customer support, only to be told to visit my local Xfinity store.
4. Visit to Xfinity Store: I waited at the store for three hours, during which I was given no proactive assistance, and staff were unable to reach customer support via chat.
5. Final Resolution After Seven Hours: After a total of seven hours across multiple interactions, my phone number was finally restored.
Unacceptable Customer Experience & My Concerns:
• Significant Time Lost: Seven hours of my day were wasted due to Xfinity’s inefficient support process, lack of urgency, and failure to provide an immediate resolution.
• Disruptions to My Business: My phone number is a business line, and the delays negatively impacted my ability to communicate with clients.
• Lack of Proper Support: At no point was there clear ownership of my issue, leaving me frustrated and with no choice but to invest excessive time just to get a simple problem resolved.
• Failure to Provide Escalation or Alternatives: Instead of offering an expedited solution, I was forced to navigate multiple channels, none of which provided timely assistance.
Request for Compensation & Immediate Action:
Due to the unacceptable delays, poor service, and disruption to my business, I am formally requesting:
1. A written explanation and acknowledgment of the mishandling of my issue.
2. Compensation for the significant inconvenience caused. Given that Xfinity’s inefficiency cost me seven hours, I expect appropriate reimbursement.
3. Process Improvements to ensure that no other customer endures such an ordeal.
If I do not receive a timely response and resolution, I will be forced to escalate my complaint to the FCC, Better Business Bureau (BBB), and other consumer protection agencies. I expect a direct response within 48 hours addressing my concerns.
I look forward to your immediate attention to this matter.
user_3a575b Thank you so much for stopping in to our Xfinity community forums. This is not the experaince we want any customer to have and appreciate you reaching out. This looks to be a copy from a email have you submitted this using another method of support? We want to make sure this is addressed but would hate to interfer if you have another team already assisting you.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Your customer service [Edited: "Language"]! It takes all day and still never gets anything done. I tried for over an hour and never got a person to talk to. Auto service don't work well? This makes it hard to keep up with your bill. [Edited: "All Caps"]
Hello user_26fdse! Thanks for reaching out on our Forum. We appreciate you being a customer with us, and I am sorry to hear about the complications you've experienced trying to get support with your bill. My team is here to help and would be more than happy to assist you with your service/billing needs.
Just to get started, can you tell us a little more about your billing concern?
We look forward to helping you!
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I have never been treated so rudely on multiple phone calls. 3 times I have been hung up on when trying to find out about new deals for services. I am taking my phone and internet to a new company today. Your customer service is probably the worst I’ve ever encountered. And who has $600 laying around to pay for a full year of service to get a discount?! Not many. Mid conversation as I asked multiple times for the guy to repeat himself because the accent is SO THICK that I cannot understand him he puts me back on hold. Why? May as well just hung up like the others. You have lost my business after today. I have already called Verizon and AT &T. Yall should be ashamed of yourselves how you talk and treat the people that support your own paychecks. Terrible. And most definitely I will let every single person I possible can know that Xfinity is a terrible company. I’ve been a loyal customer and paid on time every month. So long!!
Hey @user_fwwl3h. Thank you for visiting our official Xfinity Forums Community support page. We appreciate you taking the time to share your experience with us. We are here to help and would be more than happy to help review the account to see what options are available and eligible. We certainly understand having to budget and ensuring you are receiving the best savings possible. I can understand your frustration on how this was handled, but I can assure you that we’re going to get this resolved for you.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I finally cancelled our account. I just could not deal with all the 9 calls I had to make and receive 25 different response - totally uncalled for
just because one CSR could not correct our change on both ends f do or a move.
this is all totally unacceptable and no reason for all the calls and 25 different responses. Plus the hoops u need to go through to reach a live person is total a nightmare
xfinity literally has to be the worst customer service company in the United States. You have no accountability to your customers. You have no actual way to communicate with a human being. You are truly the worst company in my life. Your services are always being interrupted and there is no way for a customer to get actual help. You should be ashamed but I know you are just laughing all the way to the bank--what a disgrace
I have been an Xfinity user for three years. I am moving and wanted to talk to them about my service. First of all getting a hold of a live person is next to impossible. The first two times I called. I opted to receive a call back and you won't use to lose your place in line, so they said I was told the weight was between 20 and 50 minutes and eight hours later, I got a call back and the message said we're closed. That happened twice when I finally reached someone I spoke at length to both Fran and Anne and the loyalty department and for all the aggravation that I have had they agreed to give me a discount on the five-year lock at $65 instead of 85 with unlimited data and I already have my checking account. That's being auto deducted. I Was given a work order, which I provided the different people I spoke to last night and they all told me that the work order had not been completed properly. They also said that they would not honor what I was told about the $65 with the unlimited data, etc. I cannot express the level of frustration at being lied to by your company and the incompetence of the people that work at that company. I will file a complaint with both the Better Business and I will make sure that this is posted on every social media platform so that people know no matter who you talk to no matter what they tell you no matter if they give you a work order or whatever that you will be lied to. I wanna call from somebody regarding this issueMy number is
@user_u6luyy I appreciate your loyalty throughout these 3 years and for giving us the opportunity to help via Forums. I would be more than happy to help get your order completed. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I want a call from a manager in the loyalty department at <Personal Information> . I spent the last five phone calls with Xfinity being lied to being told that I didn't have an accurate work order when I provided them with the work order number that and they said that the person that provided that service for me did not complete it. I have been lied to repeatedly by your Company. I will give you an opportunity to make this right before I file a complaint with the government agency that overseas you and the Better Business Bureau
Our cable box and modem were damaged by a lightning storm. The electricity seems to come through the cable wires…not the outlet. I have spent hours on the phone (after replacing the box and modem)trying to get it to come back on. Today…one xfinity employee (in India if I had to guess) actually tried to EXTORT $100 to “activate “ the new modem. Then said he’d forgive the $100 activation fee if I’d pay my August bill IN ADVANCE. I said, “Is this really xfinity?” He replied “yes, we have all your details”. Now I cannot access my account to see what activity has occurred. There was a strange email added to my account “fexbox.org”. All my activation codes are being hijacked to this email I believe. I can’t seem to get this resolved. I’m not sure I’m talking to LEGIT xfinity reps or some sketchy scam creeps extorting $. Worst customer service experience ever, by far.
I'm sorry to hear about your experience, this definitely sounds fishy @Lake4Life.
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.
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 appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
XfinityEricB
Official Employee
•
2.4K Messages
5 months ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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 appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
0
0
user_3a575b
Visitor
•
1 Message
5 months ago
Here’s an updated version of your complaint to reflect the final resolution while emphasizing your dissatisfaction and request for compensation:
Subject: Formal Complaint – Unacceptable Service & Excessive Delays in Resolving My Issue
Dear Xfinity Customer Support,
I am writing to formally express my extreme disappointment and dissatisfaction with the service I received while attempting to resolve an issue with my phone number after receiving a replacement device from Xfinity. While the issue was finally resolved after spending a total of seven hours—including three hours sitting at an Xfinity store—the experience was completely unacceptable.
Issue Summary & Timeline:
1. Phone Replacement (2/12/2024): I received a replacement device due to phone damage, but the screen was broken, preventing me from syncing it independently.
2. Initial Contact with Xfinity: I called for assistance and was advised to temporarily change my phone number to activate the device. I was assured that my original number would be restored afterward.
3. Follow-up Attempt: After following these instructions, I was unable to recover my original number. I spent over 1.5 hours on the phone with customer support, only to be told to visit my local Xfinity store.
4. Visit to Xfinity Store: I waited at the store for three hours, during which I was given no proactive assistance, and staff were unable to reach customer support via chat.
5. Final Resolution After Seven Hours: After a total of seven hours across multiple interactions, my phone number was finally restored.
Unacceptable Customer Experience & My Concerns:
• Significant Time Lost: Seven hours of my day were wasted due to Xfinity’s inefficient support process, lack of urgency, and failure to provide an immediate resolution.
• Disruptions to My Business: My phone number is a business line, and the delays negatively impacted my ability to communicate with clients.
• Lack of Proper Support: At no point was there clear ownership of my issue, leaving me frustrated and with no choice but to invest excessive time just to get a simple problem resolved.
• Failure to Provide Escalation or Alternatives: Instead of offering an expedited solution, I was forced to navigate multiple channels, none of which provided timely assistance.
Request for Compensation & Immediate Action:
Due to the unacceptable delays, poor service, and disruption to my business, I am formally requesting:
1. A written explanation and acknowledgment of the mishandling of my issue.
2. Compensation for the significant inconvenience caused. Given that Xfinity’s inefficiency cost me seven hours, I expect appropriate reimbursement.
3. Process Improvements to ensure that no other customer endures such an ordeal.
If I do not receive a timely response and resolution, I will be forced to escalate my complaint to the FCC, Better Business Bureau (BBB), and other consumer protection agencies. I expect a direct response within 48 hours addressing my concerns.
I look forward to your immediate attention to this matter.
Sincerely,
[Edit Personal information]
(edited)
1
0
user_26fdse
Visitor
•
1 Message
3 months ago
Your customer service [Edited: "Language"]! It takes all day and still never gets anything done. I tried for over an hour and never got a person to talk to. Auto service don't work well? This makes it hard to keep up with your bill. [Edited: "All Caps"]
(edited)
1
0
user_fwwl3h
Visitor
•
1 Message
3 months ago
I have never been treated so rudely on multiple phone calls. 3 times I have been hung up on when trying to find out about new deals for services. I am taking my phone and internet to a new company today. Your customer service is probably the worst I’ve ever encountered. And who has $600 laying around to pay for a full year of service to get a discount?! Not many. Mid conversation as I asked multiple times for the guy to repeat himself because the accent is SO THICK that I cannot understand him he puts me back on hold. Why? May as well just hung up like the others. You have lost my business after today. I have already called Verizon and AT &T. Yall should be ashamed of yourselves how you talk and treat the people that support your own paychecks. Terrible. And most definitely I will let every single person I possible can know that Xfinity is a terrible company. I’ve been a loyal customer and paid on time every month. So long!!
1
0
user_ckgxdw
Visitor
•
1 Message
3 months ago
After 5 hours on the phone and 9 calls
I finally cancelled our account. I just could not deal with all the 9 calls I had to make and receive 25 different response - totally uncalled for
just because one CSR could not correct our change on both ends f do or a move.
this is all totally unacceptable and no reason for all the calls and 25 different responses. Plus the hoops u need to go through to reach a live person is total a nightmare
0
0
user_rm6lx0
Visitor
•
1 Message
10 days ago
xfinity literally has to be the worst customer service company in the United States. You have no accountability to your customers. You have no actual way to communicate with a human being. You are truly the worst company in my life. Your services are always being interrupted and there is no way for a customer to get actual help. You should be ashamed but I know you are just laughing all the way to the bank--what a disgrace
0
user_u6luyy
Visitor
•
2 Messages
2 days ago
I have been an Xfinity user for three years. I am moving and wanted to talk to them about my service. First of all getting a hold of a live person is next to impossible. The first two times I called. I opted to receive a call back and you won't use to lose your place in line, so they said I was told the weight was between 20 and 50 minutes and eight hours later, I got a call back and the message said we're closed. That happened twice when I finally reached someone I spoke at length to both Fran and Anne and the loyalty department and for all the aggravation that I have had they agreed to give me a discount on the five-year lock at $65 instead of 85 with unlimited data and I already have my checking account. That's being auto deducted. I Was given a work order, which I provided the different people I spoke to last night and they all told me that the work order had not been completed properly. They also said that they would not honor what I was told about the $65 with the unlimited data, etc. I cannot express the level of frustration at being lied to by your company and the incompetence of the people that work at that company. I will file a complaint with both the Better Business and I will make sure that this is posted on every social media platform so that people know no matter who you talk to no matter what they tell you no matter if they give you a work order or whatever that you will be lied to. I wanna call from somebody regarding this issueMy number is
<Personal Information>
(edited)
1
0
user_u6luyy
Visitor
•
2 Messages
2 days ago
I want a call from a manager in the loyalty department at <Personal Information> . I spent the last five phone calls with Xfinity being lied to being told that I didn't have an accurate work order when I provided them with the work order number that and they said that the person that provided that service for me did not complete it. I have been lied to repeatedly by your Company. I will give you an opportunity to make this right before I file a complaint with the government agency that overseas you and the Better Business Bureau
(edited)
0
0
Lake4Life
Visitor
•
1 Message
5 hours ago
Our cable box and modem were damaged by a lightning storm. The electricity seems to come through the cable wires…not the outlet. I have spent hours on the phone (after replacing the box and modem)trying to get it to come back on. Today…one xfinity employee (in India if I had to guess) actually tried to EXTORT $100 to “activate “ the new modem. Then said he’d forgive the $100 activation fee if I’d pay my August bill IN ADVANCE. I said, “Is this really xfinity?” He replied “yes, we have all your details”. Now I cannot access my account to see what activity has occurred. There was a strange email added to my account “fexbox.org”. All my activation codes are being hijacked to this email I believe. I can’t seem to get this resolved. I’m not sure I’m talking to LEGIT xfinity reps or some sketchy scam creeps extorting $. Worst customer service experience ever, by far.
1
0