Visitor
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2 Messages
Formal Complaint for being lied to more than once
In early March, I decided to change my payment method from ACH to credit card. I had no idea that a $10 discount would be removed by doing so. There was no alert or anything notifying me of this. So when I got my bill I was surprised it was $10 more. So I got on chat and after having a terrible time trying to speak to a human, I finally realized it was due to paying by credit card. So I went in and changed it back to my checking account. On 3/17, 2026 I chatted with Sushma and she said she "successfully added a $10 auto pay discount so my upcoming bill will be $55 ( I have a screenshot of this conversation). She said it would be reflected in 2-3 hours. Then I talked to Sneha that same day and she said "be assured in your upcoming monthly bill your amount ll be changed to $55. Well it never reflected in my account. So today 3/30/26, I get on chat again and speak to Mansi. Mansi says he (or she) is a "senior agent" and can ensure me he is honest and will help me. Added the discount to my account and sent me a link to agree to the terms. Assured me NOTHING was changed to my account, the plan, the speed, everything is the same (I have screenshots of this conversation as well). He simply added the auto pay discount back to my account. Then I get the confirmation and sure enough my plan went from 500 mpbs down to 300 mbps. When I questioned him on it he disappeared and I'm suddenly talking to a new agent Thangdinkhum. After going back and forth, suddenly I'm talking to a different agent, Davendra. I have now spent hours trying to get a $10 discount added back to my account. I want to keep the same exact plan I had. I am beyond disappointed in this experience. I have been a LONG time customer and continued with xfinity after moving states. I'm ready to leave. The chat agents are nothing but liars. They just say whatever to get rid of you. They just blatantly lie. I just want the plan I originally had at the price I originally had before changing my payment method. That is it, but it has turned into this huge complicated ordeal. Someone please help!!!
XfinityBradM
Official Employee
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1.3K Messages
7 hours ago
@user_zk44htThank you for sharing your recent experience with us and allowing our team the opportunity to set things straight. The autopay/paperless billing discount is applied automatically by an automated process within 45 days of the system recognizing those self-service features are enabled. Representatives do not have the ability to add the code and is handled by backend system macros.
Our team can dive into the account to see what has recently transpired with the change and provide options. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
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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
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