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Monday, November 4th, 2024 6:40 PM

Bogus Offers and Hysterical Billing

Having recently moved to a new home, I signed-up to Xfinity for my home internet service. I also signed up for two cell phone lines. Each time I called into the Xfinity store I was offered  range of different, confusing promotions involving a bewildering range of discounts and credits. In the end, with 1GB speed home internet and two cell lines I was offered a deduction on the second line and a $400 credit off a new iphone 15. Unfortunately, once the bills began to arrive it transpired that the promotions did not exist. I raised this with staff members at the Xfinity store who sold me the contracts but they were unable to help at all. I escalated it to the store manager who established what had happened: he said that I was offered two promotions I should not have been offered. He estimated the value of these credits at $640 and told me that he had raised a ticket to have this issue dealt with. He said that he would call the following day but was less clear about when it would be resolved. I pointed out that I had Xfinity bills coming which were about twice what I was told they would be. A week later, having had no response from Xfinity at all, I called the manager. He told me that he now thought that Customer Service had lead me astray and that his staff were not at fault. When I pointed out that who was responsible or at fault was an internal Xfinity matter and that I was concerned about bloated bills I was facing, he reiterated that it was not in his control. I asked how I can escalate the matter, he was unwilling or unable to help beyond telling me to contact Customer Service.

Official Employee

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1.4K Messages

28 days ago

Thank you for connecting with us here in our community about your service concerns, @user_g2tqqh. This is definitely not the experience we wanted you to have. You have reached the right team for assistance with your promotions and billing issues. Please send us a Direct Message with your full name, and service address. We look forward to your response.

 

To start a Direct Message: Click "Sign in" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message.

2 Messages

The outcome of the complaint I made on 11/4/24 ('Bogus Offers and Hysterical Billing') was a call from a Customer Service agent who advised that one of the credits the Xfinity store manager said I was not entitled to would be or was in fact being applied to my account. The other promotion I had been offered, the $400 credit, should not have been offered and, she said, would not be offered and no further consideration would be given to my complaint. The only undertaking suggested was further training of their employees. Dissatisfied with this response, I made a complaint to the Better Business Bureau. Escalated in this way, I received a call by a representative of Xfinity's legal department shortly thereafter, on 11/6/24. On this call I was told that my complaint would be handled directly by this individual and that she would call me on Friday 11/8 with a resolution to the complaint. She also proposed calling me the following day, by way of assuring me that my complaint was being taken very seriously indeed. I received no such calls. Instead, on Monday 11/11, I received a call from a different individual at the Legal Department concerning the internet portion of my contract with Xfinity. I explained that I was still waiting for a call from the person I spoke with on Wednesday, whose name I shared, explaining that she had said she would call with a resolution on Friday 11/8. This agent advised that she would communicate with her. Later that day, I received a generic email from Xfinity asking me to confirm that I had accepted the resolution Xfinity had offered, when no such resolution had in fact been offered. It is now 11/12 and I have still not received the call or resolution I was promised.

Official Employee

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2.1K Messages

 

user_g2tqqh Hi there! Our awesome digital care team would be happy to look into this for you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

 

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