Visitor
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2 Messages
Formal Complaint Regarding Customer Service Experience
Dear Xfinity Corporate Team,
I am writing to formally express my concerns regarding the customer service experience I recently had while attempting to discuss my current plan. I have been a customer for almost 28 years - spanning across 5 different house moves. Over the course of more than two hours, I spoke with three different representatives and encountered significant difficulties, including misleading information, lack of transparency, and unprofessional handling of my requests.
Initially I was informed of differing situations and savings regarding my landline. Being transferred twice.
Then, I requested access to my call recordings as I was being blatantly lied to and was informed on agreeing to a plan before the mention of additional charges. They stated there are no recordings, in which I asked “even for quality assurance purposes?”, when I sought further clarification on this, my question was ignored. Additionally, I asked for their name (twice) and agent number. They gave me their name, Anna, and then immediately transferred me ignoring my request for their agent number.
It was a miserable experience. I regularly call to negotiate my plan and have never experienced something like this in all my years.
The original intent behind my call was to: 1) lower the cost of my monthly plan, and 2) My son is back from college and he works professionally online and requires an unlimited wifi data plan, and 3) to remove my voice/landline.
Can you please support me in this regard as I’d like to remain a customer with Xfinity.
Sincerely,
Michelle
XfinityQuemekia
Official Employee
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40 Messages
15 hours ago
Greetings @m.baryla! Thanks so much for taking a moment out of your busy day to let us know about your experience. First let me thank you for your loyalty, we truly appreciate it. This shouldn't have required as much effort as you've had to put in, but I am confident you are in good hands. I know how important it is to make sure your bills are within your household budget and would be happy to take a closer look at your account to assist you with your needs.
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" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.
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m.baryla
Visitor
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2 Messages
13 hours ago
I have responded to your message. I received a reply and then nothing else since then. I was waiting for the agent to continue responding in hopes of solving this issue but I am still waiting
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