Chat Agent False Deal

Hello,

I logged into the Xfinity app to chat to an Agent about any deals available for existing customers because my 2 year deal was ending and the price would go up to $70 from the $43 I am currently paying.

The first Agent I talked to said: “I have the best plan for you, which includes 600 Mbps internet speed, and your bill will be $33, including all taxes and fees. You currently have 400 Mops speed, and your bill is $70 for that. With this plan, you will lower your bill for 5 years, as your bill will remain the same for 5 years.”

I am ecstatic at this point as I asked a simple question and got an awesome deal accompanied by great customer service, or so I thought.

The Agent then has me say “I agree” in the chat and proceeds to give me an order number. The chat concludes and I wait for a confirmation email but nothing arrives.

I go back to the Xfinity app a few hours later to ask about the order and chat to another live Agent. The Agent I get says that order has been cancelled and the deal does not exist for my account. What!?

How can a deal have been populated by an agent and an order number given to me after the agent confirmed my account and home address but now it no longer exists? The Agent now tells me the previous Agent misspoke which still does not make sense.

From there, I get transferred to another Agent who reviews my Xfinity account for about an hour then tells me: “Thanks for waiting! As I can see, this deal is now available. I will share it to your

email ID, and you will receive the email within 24 hours.”

I confirm my email and ask for the specifics of the deal where the agent says: “I have the best plan for you, which includes 600 Mbps internet speed, and your bill will be $33, including all taxes and fees.”

The chat ends and I now have both chat transcripts saved. I have waited 2 weekdays/business days and still no email confirming the deal.

This has been a big fiasco for no reason except me wanting that original deal that BOTH Agents have told me I would receive. Before this, I have had good interactions with Xfinity and would like to resolve this situation by getting that deal the agents keep enticing me with for $33 a month at 600mbps as anyone else would in a similar situation to mine. Thank you