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Thursday, February 12th, 2026 4:50 PM

Sneaky Sales Agents

I am an at risk adult. As an existing customer I sought assistance in simply moving my service from my old address to my new address. 

I had not mentally prepared myself ward off sales agents who are sneaky and can be deceiving and manipulative. I thought Xfinity would have system's in place to protect their customers, or even potential customers and expecally those who have reduced capabilities or capacity.  

I was regrettably wrong. After two days, several hours, and three agents I became concerned when I was asked for authorization once again, and provided a third account number (still no internet access) a free line of cell phone service, a home security service, a "free" smart watch.....and I realized that the seemingly outstanding customer service was nothing more than a pushy, untransparant sales agent who did not want to help me connect to the internet, without turning the call into a sales ticket under their agent ID. 

3 days, 3 accounts, three additional services and when I called to figure all of this out I was forced to be rude and assertive to the point I felt aggressive and I didn't appreciate it very much at all. Every single person I spoke with was friendly and seemingly supportive but every single one asked me for a new authorization and provided a new account number and I am very confused and very concerned at this point. I am not confident my internet is even going to be connected here, I am not confident about the service I am supposed to receive or what the bill is going to be or if I get a free phone or smart watch or home security system or what the heck is going to come through my bank account as automatic payments. I need support from a manager,  I attempted to connect with one again today and was only greeted by another friendly agent who assured me they can assist me.  Oh guess what they text me another agreement authorization. I need a manager who doesn't ask for another authorization, someone who isn't trying to create a sales ticket, someone who can explain to me what accounts are open under my name and bank account. Someone who can get my internet connected, someone who can fix this mess I am dealing with in addition to the stress of moving and being disabled.  

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Official Employee

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3.1K Messages

23 days ago

 

user_1s7ciz 

Hi there! Thanks for taking the time out of your Thursday to reach out. I can understand the inconvenience that this experience has caused you as a customer myself. I’m so sorry to hear that you’ve had to go through this, especially while moving and managing additional vulnerabilities as an at‑risk adult. What you described with repeated authorizations, multiple account numbers, added services you didn’t ask for, and being bounced around instead of being helped is not acceptable. You should not have been pressured, confused, or forced to escalate your tone just to get basic service. You’ve reached the right place. Over social media, we are a dedicated team of experts who specialize in resolving billing and account concerns such as this. We can help make this right. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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