Device credits not appearing on bill

Xfinity is a big scam. We paid my daughter's phone off they didn't unlock the carrier lock and now they said they won't because we owe a bill. Which they raised 100 that's why we wanted to leave Xfinity. The phone was paid off way before this bill was due. 

I am about to file a complaint as well! I spent an hour and half on the phone and was transferred to 6 different people. The last person I talked to got me a device credit for my December bill and assured me the credit would be on my upcoming bills and of course it was not. So, so frustrating and I'm sorry you're going through the same thing!

@user_ut6e3h I’m sorry to hear your credit didn't appear on your bill as expected. I will meet you back in the live chat message and work with you there. 

The direct message thing is a joke.  I started at 5:22pm.  At 6:13pm I was sent a verification code that expires in  15 minutes.  I entered code within 3 minutes.  Nearly 40 minutes later I am still sitting here waiting for a response.  Pretty sure my code expired and will now need to receive a new one.  Literally 20 to 30 minutes in between messages from rep.  This is so bad.  I've been a loyal Comcast/Xfinity customer for over 20 years and thought I would give the mobile service a chance.  You've been doing it for almost 8 years now, you have it figured out.  I never thought I would ever say I just might miss my Verizon wireless service.

I utilized the direct message function as mentioned above and although it doesn't work instantaneously, the process did lead to me getting my problem resolved. 

A couple of tips:

- After a Xfinity rep replies to your DM, make sure you reply to the direct message every 2-3 days so that someone on the Xfinity side is seeing that your issue is still unresolved.  They assume the background process is working, when often it is not.

- Ask to have your case escalated. I was FINALLY put in touch with a member of the Xfinity Mobile Executive Resolutions team and he was a godsend and got my problem resolved within a few days.

- If you have a support ticket open, do not just believe it is being worked on, even if the various reps tell you it is.  My ticket was open for 5 weeks and I was told by the Resolutions Team member that it was never assigned to anyone to review!

Best of luck on getting your issue resolved and I hope these tips help!

@user_sf-frustration, We are happy to hear that the process lead to a solution. Thank you for leaving these tips. Your experience is our number one priority so we will make sure to pass along this valuable feedback. I want to apologize and explain that our social media platform works a little differently than what you may be used to. We’re more like a faster email version as It can take a while for a response based on the research needed to answer the question and current customer volume, but you will never "time out" or be disconnected while we work in the background. Rest assured, we are your one-stop shop for all things Xfinity and will work with our Mobile Executive Resolutions team as they are also great and knowledgeable at resolving mobile concerns. We also have your back and do all that we can to address all of your questions or concerns. When working with us, we will still stick with you and follow up with you to keep you in the loop when working with our awesome mobile partners for escalated requests. The cases we create with may be different than our other support teams so I definitely recommend in contacting us for all of your XFINITY service related questions or concerns. We appreciate you greatly for your business and time spent with us. Before we let you go, do you have any additional questions or concerns? 

I should be good as long as everything progresses as explained!  I definitely have a better understanding as to the process here, which is why I left the "tips" above so others understand it as well.  I also understand that the Xfinity Employees on these forums want to assist customers in getting our issues resolved but the overall customer service experience (including websites, billing, etc.) with Xfinity is beyond maddening.  I appreciate the assistance I received here because I really don't know how else I would have had my issue resolved.  I have spent 30+ years working in the cable industry and I was really at a loss as to what to do next.

I have been a Comcast customer for well over 20 years for different services at various addresses and this was absolutely the most frustrating experience I have had with Comcast.  I currently subscribe to Internet, TV, telephone, security and now mobile.  One would think reps would be jumping to keep a multi-product customer, like myself, happy.  When the services work, they are great.  When they don't and you need to contact customer service, it can be very rough.  Unfortunately, I'm not sure if the Comcast execs don't understand how truly excruciating it is for customers that have service problems, or if they just don't care.  I understand a lot of it comes down to dollars, including how many reps to employ (onshore and offshore), how much to empower them and how much to invest to replace antiquated systems (like CSG billing).

Sorry for the long response but again, thanks to all of you working the community to help customers.  It is greatly appreciated.

@user_sf-frustration, no worries at all, thank you for taking the time to work with us and sharing those details. Our Executive Mobile team is top-notch, so I'm not surprised at all that they were able to get you taken care of. Have a great rest of your weekend and be safe out there 🙌!