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New Member

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2 Messages

Monday, June 10th, 2024 8:13 PM

Customer Service?

I was contacted by a sales rep in March to renew a 2-year agreement. She stated that if we switched mobile service from Xfinity residential to Comcast Business, my company would pay less per month for both internet and mobile service. I agreed and signed the documents. I don't type fast enough, or care enough at this point, to detail the insane number of hours spent trying to rectify what happened after signing the agreement, but in short...the lines were never switched and we have been billed by both Xfinity residential and Comcast Business for the same time period. The monthly bill for the mobile service was higher than quoted and the monthly internet bill I'm now looking at is significantly higher than it was before. 

I wish I had kept a detailed log of how many calls, rerouted calls, email messages, and managers I've talked to trying to resolve the issue. 

Keep in mind, the agreement was signed on April 4; it's now June 10 and there's still no resolution. The last thing I was told is that an escalation team is handling it. Maybe so, but I'm being double billed and overcharged while they work on it. 

My request is that the agreement be canceled, my previous internet rate be honored, and our mobile service remain with Xfinity residential mobile. No one seems to be able to honor this request, or even make direct comment one way or the other. 

Please know that I am an incredibly busy business owner and I just took the time to write out a message that will most likely not get a response. I am disappointed to say the least. 

Official Employee

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14 Messages

7 months ago

Hello, I am happy to be of assistance. I can understand your frustration. If I was promised something, but I do not see the results promised I would be upset too. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

New Member

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2 Messages

Do you have the authority to handle this directly?

As of this moment, I am still waiting for resolution from Christopher [Edited: "Personal Information"]
(a Direct Sales Supervisor for the Northeast). I do not have confidence that yet another 'chat' will be beneficial. If at all possible, please relay your desire to help directly to Mr. [Edited: "Personal Information"] and urge him (or quite honestly anyone at Comcast Business to provide me with a written statement that the agreement mentioned above has been canceled. 

(edited)

Official Employee

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14 Messages

 

user_1e8843 I am not a supervisor but we could open up a ticket to have this escalated. Since you are working with a supervisor already we would prefer to let them work the case and only have one person looking into this concern to avoid any mix ups between agent and supervisor.