22 Messages
[EDIT: Inflammatory] sales agent did not disclose removal of HBO and internet speed downgrade when renewing my service.
We are customers since 1994. A little over 2 years ago I spoke with a supervisor that put a fair
package together with promotional discounts of $23 + $9.66 and $10 for auto pay that would last
24 months. No problem, we've been customers forever. In January the price went up roughly $33 as
2 of the promos had expired. No worries, I went ahead and paid the bill, and set out to ask about
new plan options. I have Triple Play and 2 Xfinity mobile lines. And HBO and 800mbps...until now.
After 2 hours of waiting on live agents, going in circles with the chatbots on the iphone app and on my PC,
I got through to someone who said they would review my account and make suggestions.
The first thing I said is that I wanted to keep all my services and TV boxes the same. Same HBO, DVR,
800mbps, triple play etc.
For 2 years as proven by looking at my billing statements I received all these services. However, online
the website reported my internet as Fast (not superfast 800). Curious. Additionally, I have 5 years of email proof
of my account activity regarding renewal of service and the terms.
This agent said, "I see that your service price went up to $257 because the promos expired on Dec 21."
I said I understood and was wondering what they could offer that would be cheaper or better than what I have.
I was presented with a price quote of $239. Wow, ok, thats a little more than what I had been paying but it is fair.
I asked if this would last for 24 months like my last package but she said they don't do that anymore and that everything is
without a contract. I stupidly believed that she had found a good solution.
I then asked if this would be activated in the next billing cycle since I had just paid my bill on Jan 5th (and cycle ends Jan 21).
She said no it would be changed now and prorated to accommodate the new pricing.
I foolishly agreed and thanked her.
Here's what I found out she had done:
She REMOVED my HBO MAX and downgraded my 800mbps internet to 400.
This amounts to 15.99 + 10 = $25.99
If you add that back in you get the quoted $239 + 25.99 = $264.99
So wait, I'm paying more and getting less? and she decided to pro-rate this now?
I thought all was well when I agreed to this on my iphone.
BIG MISTAKE.
DO NOT trust the agents to have your best interest in mind. My operator never disclosed the removal of services.
I found out on the next day when I tried to watch HBO and it said i need to subscribe.
Next, I tested my speed and it was 400mbps.
I called in and spoke to an after US hours foreign call center and requested that someone or supervisor
look into this. I asked that they review the call transcript and confirm that I was not informed and grossly misled.
Never got a call back from a supervisor but I got a text today informing me that the case was closed.
No explanation.
I called in and after 3 hours today I reached an xfinity "ambassador" whatever that means.
He said that I was probably out of luck since I was stupid enough to agree to the terms.
He said that even if it was determined that the previous agent has failed to disclose removal of services in good faith
it was too late to change back because my "package" is no longer offered.
Xfinity has changed the name of my longstanding package 4 times in the last 4 years. Now I know why.
Once a new order is submitted you lose all your previous stuff.
Their way of making things better is to take a new more expensive package and discount it down to where I left off.
So, it seems like the same price as my old package (after promos dropped off).
However, this new package will go higher in 12 months. I could have and should have stayed put.
I feel burned and exhausted after chasing after xfinity support.
Oh yeah, they sent me a link to arrange a scheduled callback. Guess what, It doesn't work. You select your topic but the next
page tells you "sorry we're experiencing difficulties, please try again later".
Unbelievable. So underhanded. The have truly reached a new low and have completely lost my trust.
I strongly suggest anyone who reads this to be VERY careful when and if you renew service with this company.
Here is what she actually did
XfinityMarcos
Official Employee
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2.3K Messages
1 year ago
Hello @user_feeling_burned, thank you for coming to our Forum regarding your recent experience with your change of service. I'd love a chance to work with you and help turn things around. Any type of unexpected change like you described would be annoying, so I completely get where you're coming from. I always try to be transparent, and I'll give you that same courtesy. Are you still subscribed to the lower speeds from you previously had? Any changes that are made to your account do require a customer approval which fully details the changes being made. You can review all of your customer approval details with this Link.
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user_feeling_burned
22 Messages
1 year ago
Hi, in my case, after being on hold for 2 hours I reached someone who said they could improve my bill. I clearly stated that I wanted everything to stay the same. All services and equipment. She came back with a number which was a little better. However, she did not disclose that this was acheived by removing HBO MAX and downgrading my internet from 800 to 400. A link was sent to my iphone to confirm. I foolishly agreed assuming she had not misled me. BIG MISTAKE. My old plan was immediately cancelled and overwritten by the new more expensive package that had LESS features then before. The service discounts are a deceptive way af making the new package seem better - but when they drop off, it could go up by $50. I would be better off staying put where I was. [Edited: "Inflammatory"]
(edited)
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XfinityFrank
Official Employee
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1.3K Messages
1 year ago
@user_feeling_burned We want to thank you for reaching out on the Community Forum for support with your billing issues. We are glad we were able to help mitigate the situation for you, and appreciate you working with us to that end. Never hesitate to create another public post for any of your future account and service needs!
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