Xfinity Store by Comcast — Local services in Bolingbrook

I visited Xfinity/Comcast residential store #1304 on June 8, 2019 because I was unable to access my account. I needed to have a password reset...JUST A PASSWORD RESET!!! Let me give some background.

Maybe about 2 months ago I attempted to reset my password online. I was unable to complete that tasks and the website instructed me to call the Xfinity customer service line. I called as instructed and the representative was not able to assist so they transferred me to the Security Assurance department. In speaking with the gentleman that was assisting me after asking me my name, address, D.O.B., user I.D., and maybe my social security number, he asked if I had a bill. I explained that I did not have a bill available because I pay my bill I usually shred it so that my PII is not floating around. The representative instructed me to go into a store. I was EXTREMELY FRUSTRATED AT THIS PROCESS. So frustrated I said F* it. I just will not be able to access my account. Now that brings me to today.

I purchased the xFi Pods to extend the reach of my WiFi. Here again, I was confronted with needing my password to access my account for the installation of the xFi Pods. I made the decision to NOT call (because the frustrating situation I previously had) and to just go visit a store. I arrived at the store and was met by someone who asked CHRISTOPHER VIDAL to assist me. Before I go on let me just say this...

CHRISTOPHER VIDAL offered unparalleled customer service. If I could give him 10 stars I would. I believe he went above and beyond the call of duty. The critical nature of feedback to customer satisfaction is tremendous. A business that is * NOT * built around delivering unparalleled customer support should take queues from this young man. I don't know this man from "Adam" and initially thought I was going to be frustrated with him but he proved me wrong. He could have simply stopped at any step of assisting me because just as frustrated as I was as a customer, he probably was just as frustrated. So if you need assistance and want the superior service you believe is deserved due to the ENORMOUS costs we pay for Xfinity I would tell you to visit Store # 1204 Bolingbrook location. Now back to my story...

Trying to get my password reset was like me trying to swim from the USA to Europe. So Chris made several attempts to assist me with the password reset but explained he could not because the company (Xfinity) took certain accesses away from the store associates due to a huge data breach. After trying every possible to overcome this challenge and after reading several help guides on his work station he explained that I could either go home and try to do it again or call the Security Assurance department. I decided to stay in the store while I called the Security Assurance department. Again FRUSTRATION FRUSTRATION FRUSTRATION. They wanted to verify who I was. Chris got online to explain who he was and to say that he positively identified me by looking at my state issued drivers license. He even explained to the phone representative that he updated the notes on my account so she could see. But she didn't care. So I went through another FRUSTRATING process. OMG!!!! So Chris stepped in again, and he didn't have to but he did, (trying to make this shorter) so the lady could not assist and decided to transfer me to another department who again wanted to go through the identification process. Let me remind you, I went through this with Chris in store, again with the first phone rep now had to go through it again. If I was TRANSFERRED would it have made sense for the female rep who transferred me to explain that she already identified who I was. OF COURSE THAT WAS TOO MUCH LIKE RIGHT. Ok, so finally let me bring this to an end. Chris stepped in again with the second phone rep, convinced the phone rep that all I needed was a reset code and did everything else on his end. It still took some time but he made sure my account was accessible by me before I left the store which probably took another 10-15 minutes. GO SEE CHRIS IF...

Okay I stopped in because I kept having this weird pop-up with a voicemail I thought it was spam so I stopped in. The young man at the front took my phone and started doing things giving permissions I had no idea what he was doing and he should have asked before he started doing anything. I have been holding on to some very very very very important phone messages that have to do with some pretty major legal issues and they are now deleted. I wouldn't trust these people as far as I could throw them. They say that there is nothing they could do to retrieve them now. These voicemails have been saved for over 2 years. I told the manager yes I know how to save emails I've been saving these messages over and over and over again for years. I am just so livid I can't even breathe right now.

Update:October 2024 they stopped my service when I was in Virginia because my auto payment did not go through and left me stranded. I call 611 and I believe I'm talking to Xfinity. I reluctantly give them my credit card so I can get out of Virginia Then when I get home I go into the store to find out what happened and why my account was canceled when I'm on AutoPay. And the man at the counter tells me that they never took a payment from me when I was in Virginia. He said that I was hacked as hackers have the ability to shut down your phone and then that's what made me give them my credit card number. So now I'm freaking out I have to cancel my credit card and every place that I have this on file. So as I'm talking to my credit card company about what happened and why I need to cancel they said that this payment I made came through the exact same way every other Xfinity payment was made. They said it was not a scammer. So I almost canceled my credit card because of this place and would have had to cancel every place where I have this card on file which would have taken hours out of my life. I would not recommend Xfinity to anyone much less the store where the employees Don't seem to really know what they're doing or know what they're talking about. I just canceled today and went across the...

There was a confusing glitch in my mobile account, because I had it moved and changed my Comcast Wi-Fi service address, and it took Xfinity three months to shift my account and I was never notified. After calling customer service a few times and not having access to my account, I headed into the Xfinity store in Bolingbrook. The first person that helped me, Pat or Ken (first syllable name, I think 🤦🏽‍♀️) was super calm and helpful. He called a manager over because it was kind of confusing, and this manager didn’t give me his name but he basically reminded me of Kevin Hart’s little brother. He was very loud and got very frustrated very quickly with me. I was already annoyed and frustrated and his quick reaction to my frustration escalated the entire situation. He became angry with me and said, “ you are choosing not to listen to what I am saying.” At this point the situation had not been resolved, and honestly his impatience and frustration with my inability to understand what happened triggered me even more. I asked him to stop getting so upset and he said he was smiling under his mask. And I said well please stop shouting at me and he said that I was the one shouting. And I said yes I’m getting loud because I’m very frustrated and you’re not helping matters. He was so combative that I finally just asked him to please leave. As he was leaving he said, “ good luck getting this resolved without me.” After he stepped away, Pat/Jim/Ken so quickly and easily diffused the situation with his very calm non-combative and patient demeanor. He told me that he just wanted to get this resolved If I had only dealt with him this would for sure be a five star rating. Seriously cable Internet mobile services are already so frustrating when you’re calling halfway around the world. But I would imagine in person service to be a bit more professional from a company...