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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1.8K Messages
2 months 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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dw.a612
Visitor
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10 Messages
1 day ago
I have also been lied to by chat agents. I was told I qualified for the Internet Essentials program. After spending three hours being bounced from one agent to another, I thought I was set up for it. I downloaded the chat transcript.
When I went to see the internet price change, I saw there wasn't any. I thought, maybe it hasn't changed yet. I went to our billing again. We still had the same charge for internet.
Later, I decided to check if I did qualify or not. No I didn't. Why? It's because I'm already a customer, which we have been for a lot of years. We were with Comcast. I brought a lot of customers to them and Xfinity. And this is the thanks I get?
As a senior citizen, on a very low budget, I do qualify. But, because I'm already a customer, I don't. Furthermore, it states, on your website, that I would have to cancel my account for six months. Then I could qualify as a new customer. You need to do better for your customers, and stop charging us high rates, which has been raised constantly for the same service.
This is what I would like to see happen. I want the Xfinity Essentials program wherein I would pay $29.95 a month for the higher speed. As it is, I am looking for another provider that treats their customers as they deserve. Have you ever heard the saying, the customer is always right?
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