1 Message
The online chat support team is useless - they committed solutions are not implemented
On 9/26/2024, I've contacted with the Live Agent as I needed to add my wife's name to bills. I was assured by the live agent that change has been made and my next bill on 10/4/2026 will be including that name. I also wanted to verify as this was not visible on my online account, I was assured that everything is set:
- Agent: "I have updated the account and also you are getting a brand new iPad 10th Gen at no additional cost and your total monthly bill will remain same at $65 per month"
- me: "where can i see this change in the online system?"
- agent: "The new bill will have this changes reflected as soon as the new bill gets generated"
- me: "is it not that the account name shall have both names?"
- agent: "The bill will have 2 names as mentioned by you"
- me: "ok, i hope"
- agent: "you and your wife's name on the bill"
- me: "thanks for support"
On 10/4/2024 I received the bill with only my name.... so, the commitment from 9/26/2024 was not met.
Just now chatting with the live agent, he again promised me that I'll receive correct bills starting from November 2024, but I cannot again verify this fact and frankly I do not trust support team anymore. I've requested also re-issuing October's bill, unfortunately they are unable to do it...
Xfinity, you really should improve the quality of service provided by the support team. You should not only look for savings by transferring support to India or using chat bots. You should care of the customers. This experience really motivates me to swap internet provider.
XfinityBillie
Official Employee
•
2.8K Messages
1 month ago
@user_syb6jc I definitely understand the frustration if you had been told your wife's name had been added to the bill. The account can only be in one person's name, I definitely want to be transparent with you on that. If you want to change the bill completely into your wife's name, that is something we can help you accomplish by opening a transfer of ownership ticket. If you'd like to go ahead with that, please send us a DM to Xfinity Support with your full name and address.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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
0
0