Visitor
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2 Messages
Billing /Customer Service
I talked with an online agent in January about my promotional contract that expired in December. I was "assured" everything that was in that package would be $194.93, not the original $188.99. Ok not bad, then my next bill comes in January and it's $210.18, paid it because I forgot to go to my local Xfinity store. The next month it is $215.15...?? Go to my local Xfinity store and they said they cannot help me with a billing problem to call the 1 800 #. The local Xfinity store can only provide services, not help with billing issues. I call only to get a link on my cell phone to "talk" with an agent. Agent said they have to pull up my conversation, ok I wait and was told I would get a $20 credit, ok and I said that will be fine.. but I am to be paying $194.93 a month. After agent talks to a supervisor I talk to a supervisor and this goes on for over an hour, I am back to where I started with a one time $20 credit. I was told there was no order change which there was not ,I kept the plan I had an was ASSURED by an agent it would not go up, I took pictures of my conversations and was told they cannot receive them only texts. So now I either cancel, change or keep my plan and pay more than what I was quoted by an agent. So after being "assured" by an agent.. that did not really do their job I pay more. I have been a cable customer for over 30 years...I am not tech savvy and only 60...what if I didn't have a cell phone? How are people who do not have a cell phone or computer able to get "real" customer service. I think you need to have alternative ways for others to get the help they need by being able to see and hear a people to help with theirs issues, either by phone and definitely someone at a local Xfinity store. I know times change but customer service should be a priority not just talking our money and not giving the consumer the help we need. This is Senior Discrimination and I think your way of dealing with our needs are not being met.
ccRuben
Retired Employee
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729 Messages
3 years ago
@user_2a967c Thank you for taking the time to reach out regarding your service experience! I am sorry that happened! Please send us a direct message, we will be happy to assist. Thank you!
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user_89e993
Visitor
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1 Message
3 years ago
I'm having the same problem. I was promised a certain monthly rate by an on-line agent several months ago. Now my bill has gone up $29. I have a better chance of becoming the Pope than I do trying to talk with an actual human being. Have been a Comcast customer for over 20 yrs. I too am a Senior Citizen and these increases make it difficult to make ends meet.
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user_2f3d65
Visitor
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1 Message
3 years ago
I'm having the same issue! I've contacted Xfinity Support via phone and over chat multiple times since April 2022 and my issue still hasn't been resolved. Can someone please help me?
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