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Tuesday, April 15th, 2025 2:37 PM

Customer service continuously lies to me

I have been on the chat and phone multiple times for multiple hours trying to get my billing corrected. The first time they said they would extend my plan by 24 months and said they had already implemented the changes. A couple weeks go by and my bills are still incorrect. So I reached out again and was able to get on the phone with someone who said they were going to reach out to someone else in the company see how to get the bill corrected. Another week went by and again I went on chat to get this corrected. After a long time of getting redirected back and forth to literally the same agents they told me that they were able to implement the same plan I had previously, the same one that they originally told me they had already done now a month prior. It is now a couple weeks later and I have once again been charged way more than my previous plan. So my question is how many times are you allowed to lie to me?

Accepted Solution

2 Messages

14 days ago

DO NOT BELIEVE ANYTHING THAT IS SAID IN CHAT.

Posting the follow up to this so other customers avoid this xfinity scam. 

“I have successfully extended your promotion of $10. Rest assured your monthly bill will be $10 for 150 Mbps.”

“Rest assured, you will receive your credit balance within 24 hours and an email notification within 4 hours.”

This was told to me in 2 separate chats stating that they had fixed the billing issue and extended my plan. I never received a follow up email nor did the changes show up on my bill. I have now spent several hours trying to get anyone in xfinity with enough authority to honor these statements. So far all I have received from them is the audacity to not only not take responsibility or honor what they have already quoted me at but hinted that I was to blame for this situation.

Official Employee

 • 

1.7K Messages

15 days ago

 

user_nzxixk Good morning! Thank you for taking the time to reach out ot our Xfinity Community Forums Team. I can see how this would be a concern, and want to be sure to get all your questions and concerns answered today. When making changes to your account and services, you will receive an order consent form, along with an email confirmation. Sometimes, depending on your billing cycle changes can take 1-2 billing cycles to reflect. 
 
I'm happy to take a look, and see what is going on with your account, and determine what the next best step would be. To begin, can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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

 

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