Ticket escalation

I have opened a ticket about a missing device credit and some other complications from a line being deactivated by a store employee. Also requested another ticket (fraud) be opened due to the same store employee adding additional tablet lines to my account that do not exist.

I have spent almost 6 hours on the phone with various departments over the last few days and have no resolution, my initial ticket has been closed with no resolution and my 2nd ticket was never opened.

I need an escalation path to find a real solution to this issue instead of being pawned off on every other tech support employee that openly tells me they can't fix any of the issues.

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XfinityAmandaB

Official Employee

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3.4K Messages

5 days ago

user_iutbqb

Thank you so much for reaching out for help with your billing and fraud concerns. This is not the experience we want any customer to have, and we appreciate you letting us know you are having issues getting assistance. To be sure, are these device credits for Mobile lines? If so, were they originally applied with a trade-in promotion?

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user_iutbqb

Visitor

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2 Messages

The credit issue was resolved today with a member of the billing department.

The fraud investigation with the store employee adding an additional tablet that doesn't exist is still on-going and I am awaiting a call, or so I've been told, from the investigative/fraud dept to dig into the matter.

Im glad some movement is being made on this matter but the fact that ive had hour+ calls almost daily for over a week is very frustrating.

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5 days ago

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XfinityShawn

Official Employee

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2.6K Messages

user_iutbqb I am glad to hear this is being looked into further, and my team can help monitor this as well.

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5 days ago

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user_iutbqb

Ticket escalation

XfinityAmandaB

user_iutbqb

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