Agent lied about reducing my rate by adding a mobile phone

I was told by a chat agent that my bill would be reduced to $70.72 -combined internet and mobile and they'd give me a free phone if I ported over my landline. No additional costs or fees. I took a screenshot since it seemed too good to be true. And it was! I got my bill and the Internet is $85 and the mobile $15, so now it's $100 instead of his promised $70.72. I spend an hour on the phone with customer service being handed off from mobile to residential internet and no one seems to know what's going on. It seems I was lied to to get onto their mobile plan. VERY frustrating and disappointing.

Responses

XfinityPeterH

Official Employee

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1.9K Messages

1 year ago

@user_mop3nh thank you for reaching out and sharing your experience. Our department is happy to investigate your home internet but as far as the Xfinity Mobile you would need to speak with them. First let's make sure your home internet plan is correct.

Please send your full name and complete address to us in a direct message:

(Full credit to @BruceW for this excellent explanation!)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

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user_mop3nh

2 Messages

Can you please explain to me how your agent can manage to deal with both my residential internet and Mobile, yet if I have a problem I need to speak to them both independently? It's hard not to see this whole process as a scam to prevent customers from easily resolving issues.

1 year ago

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XfinityGabby

Official Employee

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1.5K Messages

There are departments that can assist with both. However, when reaching our team through social media, we are limited to Xfinity Mobile access. When ready we'd be more than happy to help with your internet services.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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user_th4axq

1 Message

1 year ago

I was lied too as well and I am currently fighting with them.

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XfinityJustinC

Official Employee

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1.3K Messages

Hello, @user_th4axq thank you for taking time to reach out over Xfintiy Forums today, I completely understand the billing concern. Reviewing out website, I see with current promotions you need to have a checking account autopay and paperless statements set up to receive a $10 discount (this can take 45 days to apply).

For Xfinity Mobile a new line would need to be activated and also have unlimited data, within 90 days of the internet promotion to receive Xfinity Mobile discounts (these can take up to 30 days to apply).

If you need assitance please let me know.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

Billing

user_mop3nh

Agent lied about reducing my rate by adding a mobile phone

XfinityPeterH

user_mop3nh

XfinityGabby

user_th4axq

XfinityJustinC

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