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4 Messages
Urgent Escalation: Misleading Assistance & Service Failure in PIN Request
I am requesting immediate escalation of a service failure that consumed over three hours of my time, involved repeated misdirection, and caused significant inconvenience while I was providing 24/7 care for my post-surgery husband.
I attempted to obtain a port PIN for my niece’s mobile account. Both the Xfinity app and website failed — freezing at “Gathering Information,” logging me out, or displaying “technical difficulties.”
When I reached the Xfinity Assistant, the representative prioritized upselling me on a new plan rather than resolving my request. They assured me the PIN was being generated and I would receive it by phone — which was false. I was transferred multiple times, including to the wrong department, and told to visit a store despite my inability to leave home.
Only after being transferred to a U.S.-based representative did I receive the actual solution: adding my niece as a manager so she could get the PIN at her local store. This is the assistance I should have received immediately, without deception or wasted hours.
Finally, I was also given the following email to address this situation, which also turned out to be fake:
I expect:
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A written explanation of why I was misled and subjected to repeated transfers.
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Confirmation of corrective action to prevent this from happening to other customers.
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Compensation for the time, frustration, and service failure I experienced.
Please treat this matter with urgency and respond within five business days.
XfinityDena
Official Employee
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3.6K Messages
26 days ago
Thank you for reaching out @Disenchanted1 I am sorry for how your experience has made you feel. I am happy to hear you were able to get the pin to port the number. I understand how that can be a frustrating experience. I will forward the feedback you have provided to our leadership team. As for credits, when placing credits on your account we can only credit for service downtime and not lost time or wages.
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