Visitor
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2 Messages
Chat agents lied to me
Xfiinity started charging me more than the promised limit of $50 for internet overages and I reached out via chat. I was promised a $100 credit on March 25th to be applied to my account with 48 hours. I even had to be placed on hold while it was approved by a supervisor.
Then I get a message last week saying I'm $100 overdue and my service will be shut off if it isn't paid a week before my due date of the 25th. I call in to have this adjusted and the agent assures me this will be handled. He then opens a ticket which I did not get to be a part to see what was said and I wake up today to a denial of the credit with zero explanation.
I've literally been lied to by 3 agents in a row. I have the chat transcript from my promised credit that was allegedly approved by a supervisor. I want this addressed with a reason because I am so exhausted of the hours and hours customer service agents take on the chat here.
XfinityJosephA
Official Employee
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1.7K Messages
2 days ago
Hello, @user_x3rz19 how are you? Hopefully overall your week is going well. I know things will get better once we resolve your data usage and billing concerns. There are a few things we want to double-check. For data usage information and frequently asked questions we can use this article. https://www.xfinity.com/support/articles/data-usage-exceed-usage. Once 1.2 TBs of data are used blocks 0f 50 GBs are billed at $10 each and the maximum charge is $100 a month. Were you charged more than $100? If not, this may be why the credit request was not finalized.
Something else that comes to mind is adding unlimited data or xFi Complete onto the account. Have you already added this service, or have you considered taking advantage of unlimited data?
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