Visitor
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1 Message
Billing rate not honored
I called to change my service on 3/9 and I was told my new rate would be $60/month for 1 gig. I received a text and link to review the package and I agreed to the terms. Fast forward to today and the rate was never honored. I called on 6/8 and the representative told me he could lower the rate if I reduced the speed. I said, "No, you need to honor the rate I was told in March." He refused to change the rate.
I went to the original text to review the package and of course the link to the package to review no longer works so I have no proof of what was promised. I feel like this is a bait and switch tactic, even though we have been Xfinity customers for 29 years!!
I want Xfinity Executive Resolution Team to contact me about not honoring the rate I was promised. AT&T fiber is in my neighborhood. If this is not resolved I will be switching.
Xfinity needs to do better for its long term customers instead of handing out promo rates to new customers.
XfinityDuron
Official Employee
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796 Messages
2 hours ago
I completely understand the frustration this has caused. I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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