Terrible Customer Service

This company literally has the worst customer service they can possibly have. It confuses me every time I try to get help that there is no way to get to a person AND YET THE AUTOMATED SYSTEMS ARE ALSO BUGGY. You can't just have no actual people and replace it with bad software. The phone tree constantly ends in dead ends or hang up on you, which forces you to redial and go through all the menu options. The speach recognition software can never tell what you are saying. And God help you if you do actually make it to a person, because somehow they are worse than the automated systems. They just have a script to read and they do not think critically about the problem at all.

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XfinityJeniece

Official Employee

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3.4K Messages

2 hours ago

Hey there, @user_bmfxyo, thanks for reaching out through Xfinity Forums regarding your customer experience. I will definitely submit your feedback as we are always looking to improve the customer experience. Are you still having issues with your account? We would be happy to help you on this platform.

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user_bmfxyo

Visitor

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3 Messages

I just need to know why my bill increased. There was no notice that this would happen, and when I go to my account in the app there is no explanation.

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1 hour ago

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XfinityJeniece

Official Employee

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3.4K Messages

user_bmfxyo

I would be happy to take a look at your billing details to go over it with you! If you can please send us a Direct Message with your full name and your full address?

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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 hour ago

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Customer Service

user_bmfxyo

Terrible Customer Service

XfinityJeniece

user_bmfxyo

XfinityJeniece

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