Comcast / Xfinity

Hi,

Account Number: [protected]

On May 23, 2020 a lighting storm came and fried my cable box rendering it useless. I called Xfinity and a lady picked up and attempted to troubleshoot the box with me. This took over 30 minutes. After not being to get the box up and running, she said that she could setup an appointment with a technician for June 1, 2020. Since this was so far away I asked if she could help get a sooner date and she transferred us to someone else to help. The person who answered was John (ext:372), he was very polite and helpful. After a troubleshooting session with him (again another 30 minutes), he said that a Xfinity technician would come the next day to deliver a new replacement cable box by just leaving it near the front door. He gave this information about the box that was coming: Order Number: [protected]. On May 24, 2020 I received a phone call saying that the issue with my cable box has been restored even though it hadn't. So I called Xfinity again and was once again put on hold. After waiting a while I hung up and called again. The person who picked up was a very aggressive lady who insisted that everything was fixed, but clearly the words "No Signal" were still on my TV. She kept insisting that we troubleshoot again even though the approval for a new box was already done. I told her that I had already gone through two 30 minute troubleshooting sessions. At this point she lost her temper and become very angry and cursed at me. After a long and harassive phone call with this very unpleasant and aggressive lady (who asked strange questions like "What kind of cable is coming into the house?" and "What brand is your TV?", just to give me a hard time.) the phone call finally ended. Immediately after this, someone else from Xfinity called me. This person named Jay said that yes of course I can see your order it will be delivered today with a weird laugh. This phone call ended. Several hours later after not receiving the replacement cable box I tried to call John using his extension but instead someone else answered. This person said that they could not transfer me to John and once again wanted to troubleshoot. When I said that I should be getting a new cable box today, he said that over here it says that it should be coming on June 1, 2020. He mentioned that all the technicians are very busy helping customers who really need it. I saw 3 Xfinity trucks pass by my house and none of them stopped to drop off the box. How long does it take to drop something off? A few minutes, that's how long. I live in a small town and not everyone here has Xfinity, plus the technicians are not allowed inside anyone's home. So what could they possibly be doing that I have to wait 9 days for something to be dropped off. I asked to speak with the manager. Lillian (the manager from Fort Walton who refused to give her last name) again mentioned how the technicians are very busy. Doing what? I don't know. 3 of them passed by today, so clearly not only were they in the neighborhood but also very close by. When I asked if I could get my money back for the 9 days of cable TV service disruption, she not only said "No", but she also said that now the box would be coming on June 3, 2020 and that if I complained more she would change the date to an even further date and that's just the way it is. She told me to stop talking "[censored]". Yes, she actually said a curse word. I don't know what kind of manager uses that kind of language (I was outside when this happened and she was on speaker. My neighbor's kids heard this, the oldest is 4, and they are all now asking what [censored] means.). As I continued to talk with her I only heard silence and said she probably hung up. She responded by saying "You were speaking nonsense and I was waiting for you to finish". What kind of professionalism is that? They can do whatever they want because they know that there will be no consequences for their actions. Xfinity does not have a separate complain line (Most probably complaints are directly printed and immediately shredded.) and the only number that I found for their headquarters in PA doesn't work [protected]. There is never a straight answer. The story keeps changing. And when a story keeps changing you know that someone is not be truthful. They are abusing their power.

I have not only been constantly harassed and cursed at but now I have to pay for service that I am not receiving. I can almost guarantee that the box that arrives on June 3, 2020 (if it even does) will not work as a further punishment for asking for help. Lilian will probably receive a promotion for her "Great" work and family friendly language and nobody will care about this complaint.

Thank you for your help, if you even made it this far.