U

Visitor

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3 Messages

Sunday, July 9th, 2023 4:02 PM

Closed

Customer service misleading to get “better deals”

I’m wondering if anyone have experienced customer service misleading them to get “better deals” ?.

about three months ago i experienced a sudden increase in my billing, I contacted costumer services because my bill increased drastically, they informed me that my plan expired and automatically started a new cycle at a different rate, then they said i could get a better teal 68 usd if i downgrade my internet plan and i get a free mobile device, I agreed but to my surprice I’m finding out I’m paying 70 for internet and 30 for a mobile I didn’t need it nor use at all, they said i could use it for home since it was already included in the 68 dollars deal, now I’m paying even more than i was paying before talking to costumer service asking for help, this really pisses me off because now i feel stuck with a phone I didn’t need it in first place and slower internet and also another flex box i never requested? I already had ine i only have one tv 😂. This is the second time i call costumer service since I started contacting their services and the first time i had a similar experience where my internet when from 65 to 80 I didn’t complained as much because the speed was increased but i can see a pattern now, and im wondering if anyone have had experience this because this is not fair. I will try to cancel my service tomorrow at a local store.

Official Employee

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2K Messages

2 years ago

Welcome to our community forum, @user_45d196 and thank you for bringing this billing concern to my attention so I can make things right. You should always have a clear understanding of your monthly bill before agreeing to any changes. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

Visitor

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3 Messages

@XfinityEmilyB​ i did ask and understood everything they said, they  just trick me, i remember asking them several times and said yes you will only be charged 68, free phone? They said yes!

Official Employee

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1.6K Messages

@user_45d196 we completely understand feeling like things were misrepresented or not honored, and this is never the experience we want you to have as our customer.  Since resolving this will require us to look at the new Xfinity Mobile Account and your residential services account, we'd love to connect with you 1-1. 

 

To send a direct message (private message);

 

Click "Sign In" if necessary.

 

Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging

 

Click the "New message" (pencil 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.

 

An "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.

 

 

See https://comca.st/3KQF8q9 for an example.

 

[Permission from and credit given to BruceW].

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

New Poster

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4 Messages

2 years ago

The same thing happened to me twice (I know, shame on me). I called to cancel and they said if I could save you a lot of money, would you stay. I said sure and they quoted $60 less. Well, it never made it into the system. So I called back and they offered me a better deal to save money, so they turned my cable into streaming, My wife didn't like it, so I said just give me back the plan I had last week. They did. Not only did it cost more, but they started the contract over again. They also stopped using the 4K box, so I have a bad picture, so much for 10G.

Visitor

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3 Messages

@jonda73​ something needs to be done!

Visitor

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1 Message

2 years ago

Yes just happened to me 

Official Employee

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252 Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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