Visitor
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1 Message
Terrible Customer Service
Have you ever called a customer service and it lasted for 3 hours? This is terrible!! My connection got disconnected today and I found out at 11am. As soon as I found out I immediately called and paid. First call said it may take up to 1 hour for my connection to be restored, 2nd called was when I actually paid, she said 10-15mins and connection should be restored. 2 hrs passed, still hasnt been restored. Called again for the 3rd time at 1pm, got transferred to 5 different people. Now this call has been going on for 2 hours mind you, the last person that I talked to her name is Ranya, she is so good and very polite. She had a hard time figuring things out but when she finally did, she found out that the 2nd person who I talked to processed the payment for the wrong house, our old house that is still on the account. Another 45 mins passed and she came up with a solution that she made a ticket for the case and that the payment will be credited to my account but it will take up to 3 days, and so I have to make a payment again for my outstanding balance for my connection to be restored today. Having 0 choice, I made the payment. And now everything is done, my connection was restored by Ranya, btw Ranya was from Egypt, I am guessing they are your call center counterpart in Egypt. After my connection was restored, I asked Ranya if she could get me a supervisor or a manager. I wanted to escalate everything to her higher ups and that I was on the phone with them for 3hrs. Took me another 30-40mins of waiting for her to get me a manager but no one picked up my request, I know how this thing works, they will take all the time on earth for you just to hang up and that's it, call it a day. I wanted to ask for a compensation or any sort for this inconvenience that it caused me. She even told me that her supervisors and managers are refusing to take the call and that she should just deal with me by herself. She said they are making fun of her. This is not right in any possible way, please take action on this on who are the supervisors and managers who refused to take the call from the poor agent that is only doing her job. The date was 07/21/25 at 2-3pm in California.
XfinityThomasA
Official Employee
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3.7K Messages
11 days ago
I also wanted to share some information that may be helpful for you and other readers. Xfinity offers several convenient ways to pay your bill, including one-time payments and automatic payments. Enrolling in Auto Pay is one of the easiest and most secure ways to stay on top of your monthly bill. Regardless of your service status, you can sign in to your Xfinity account at any time to view your billing details and make a payment online. You can also manage payments through the Xfinity app or by chatting with Xfinity Assistant, and the app now accepts Apple Pay for added convenience.
Other payment options include:
Saying "Pay my bill" into your Xfinity Voice Remote to access billing and payment options on X1.
Calling 1-800-XFINITY and following the automated prompts to pay using an American Express, Discover, Mastercard, or Visa credit/debit card, or by ACH transfer from a valid U.S. checking or savings account.
Mailing a personal check or cashier's check from a valid U.S. bank. Be sure to use the payment insert included with your bill, and never send cash through the mail.
Visiting an Xfinity Retail Store and using a self-service kiosk, which accepts the payment methods above as well as cash and traveler's checks.
Paying by money order at a Western Union Quick Collect location.
These are the approved payment methods accepted by Xfinity. I hope this information is helpful for anyone looking for the most convenient way to manage their account and make payments.
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user_6xwvzs
Visitor
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10 Messages
11 days ago
I’m not surprised at all by your experience. I’m facing similar issues with multiple people not having correct info. Asked for a credit and was talked over and dismissed by two rude offshore employees. One was a supervisor! $40 is the max credit she would offer for my entire inconvenience.
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