Visitor
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6 Messages
False claim, long chat, a lot of miscommunication
Dear Xfinity,
I am writing to express my deep frustration with the customer service I have received through your chat support over the past week.
For several nights after work, I have spent hours in chat with multiple agents regarding my billing, plan changes, and mobile activation. Unfortunately, instead of resolving my concerns, I encountered the following repeated issues:
Excessive Delays – Agents took an unreasonable amount of time to respond, asking me to keep sending “.” just to keep the chat active. This wasted my time and placed the burden on me as the customer.
Inconsistent Information – I received multiple, conflicting bill quotes and discounts for the same service changes. I was promised one rate, only to later be told something completely different.
Unprofessional Disconnects – On multiple occasions, agents left the chat without saying anything, forcing me to restart with someone new and re-explain everything from the beginning.
Failure to Resolve Issues – My main goals (lowering my bill after removing the landline, activating my eSIM, clarifying promotions) were dragged out for days without a clear resolution. In fact, my bill numbers kept changing, and the eSIM issue left me without service before an important meeting.
Lack of Ownership – Instead of providing solutions, agents repeatedly redirected me to call other numbers (including invalid ones) or “wait until later.” This is unacceptable and highly disrespectful of my time.
This level of customer service is far below acceptable standards. As a loyal customer, I expect better:
Clear, consistent, and accurate billing information.
Agents who stay on the chat until an issue is resolved, rather than disconnecting.
Resolution of my concerns without passing me around or forcing me to call multiple other departments.
Faster response times and proactive service.
Please escalate this matter to a manager or supervisor immediately. I expect a prompt review of my account, a correction of my bill to the rate I was promised, and accountability for the poor handling of my case.
XfinitySean
Official Employee
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209 Messages
20 days ago
Hi there user_d7828b, thanks for reaching out through our community forums! That's not at all the experience we want for our customers when reaching out, so I'm truly sorry. You've come to the right place for assistance, and we'd be more than happy to see how we can help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started.
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user_d7828b
Visitor
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6 Messages
13 days ago
Guys, don't get Xfinity. They promise something they can't provide. Dont get internet, cable, and their phone lines. DON'T GET XFINITY AT ANY COST
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