Visitor
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2 Messages
Adjust billing
On March 27 called Xfinity Service because of intermittent and full loss of service occuring for several days. We talked to Will and he spent awhile doing adjustments all the while talking to us. He stated he found a great offer just for us. We could upgrade from 400 to 500 with 5 year guarantee for $70 with auto PAY and billing. We asked why, he said because we were great loyal customers. So, we thought, why not and he upgraded us. Next day we still had loss of signal, we had a chat with another agent. While she was working, she also offered a great deal. She state, "I see you have the 500 for $70. I can get you the 1,000 for $70. I stated I'd just like to get it working first. I do have a copy of this chat with those statements. I then started getting notices for our next bill to be $95. The offer we had on the phone was not shown. We would not have upgraded without a customer rep for Xfinity saying this to us. So, this need to be changed to what we agreed for. the 500, 5 year, $70 after auto pay and billing. Thank you. Also, How do I send the copy of this chat to you.
EG
Expert
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117.4K Messages
7 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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2.2K Messages
6 hours ago
Hello, @user_nubxod thank you for reaching out over Xfinity Forums. I understand the concern when expecting pricing to be a certain amount, then get notifications that pricing is not reflecting and if I was in your shoes I'd be reaching out to my provider as well. I'm glad our wonderful Forum expert @EG was able to move your post to bring this to my attention, and would like to invesitigate further.
Per the Forum guidelines, we ask that customers please not share chat transcripts in public post for privacy reasons:
https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
We have implemented a process to have account changes reviewed, and need to be accepted before completing changes and are typically send via text or email. When you were working with the agents, and the changes to the package were being discussed?
- Were you sent an order recap with a link to review the order, then if everything looked correct had some boxes to check and approve the order?
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