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Monday, July 29th, 2024 2:40 PM

Complaint about Price Discrepancy

I am a new Comcast customer who chose the most basic plan that was available to me. I had confirmed my service at the address where I was moving 4 days before I moved. I picked up the materials and ended up being moved to a different unit (in the same apartment building) than the one I had originally planned. I had not set up my modem/router combo yet, so I called the sales specialist that set me up previously to ask what I needed to do. He contacted global and they said they couldn't just update my address, they had to cancel my plan, which I had not even started, and then signed me up for the same plan again. However, in the 4 days since I signed and paid the deposit for, they had increased the price by $5 a month, a 12.5% increase from the original rate. Although I tried to get the same rate that I had originally paid for, I kept getting told that I "missed the promotional period" when I had already agreed to pay the original rate. Is there anything that can be done to get me the rate I had originally signed up for? I am not sure who to complain to, so I came here. 

Furthermore, I was called by someone from Xfinity, to sell me more services, so I decided to speak with him about this pricing. When I told him about the issue, he first mentioned that I was at the old address, so I'm not sure I needed to get my address changed anyway. Then he found it only when I told him the new apartment number. I asked him about the price and he said I have the same $40 a month that I originally asked for. I told him to please send me an email for proof, which he said he would and proceeded to never send it. Today, I was billed the increased rate. So now I have been lied to by Xfinity as well. Does anyone else have experience of this, is there a best course of action to take here?

Official Employee

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911 Messages

4 months ago

Good Morning, user_7qmrcg! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the experience with getting the services setup, and the address corrected. From time to time, our promotions can change and that would make the previous option not eligible for the new location. We can certainly take a look into the account further with you and see what we can do. Can you please send us a DM to get started? 

Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

2 Messages

@XfinityAdrienne​  Thanks for the reply. Do I just copy my complaint in the direct message?

I wasn't the person who changed my address, it was the apartment building. I also see that there is a way to transfer service, but this was not done for me. It looks like some other people have had the same issue, but with larger moves. How did they get their issues resolved.

Lastly, is there anything that can be done about the call I got where the agent quoted me the wrong price and sent me no email receipt?

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