I feel cheated.

I have been a customer since a long time. I have Internet, Cable and Phone and I have been on auto payment. Slowly the prices kept going up. In December 2023 I realized the total package was costing me about $220-$230, so I called them. They said it could go down to $160 if i switch from Land Line phone to Cell phone. I agreed. Had issues with converting the land line to cell line but after three attempts got it done right. But I was surprised by my bills. I thought I would get only one bill but received two separate bills. One for Cell phone and one for Internet and Cable. The total on both the bills were over $230! Every time I chatted with them they confirmed my total bill will be $160 but this has never happened. I spent hours every time I chatted with them. Today I called them and was on line with them for over 1 hour! While being on hold I was promised if the line gets disconnected the agent would call me. But while waiting, suddenly I would get transferred to another person and I had to repeat my request. This happened about 4-5 times and I was really frustrated and hung up when it happened again. Every time I contact them, they offer $30 credit but no one is willing to resolve this issue for ever. Really terrible experience and am frustrated. [Edited: "Personal Information/Solicitation"] They have all the information from my chat sessions starting with the original promise of $160 for all the three services to all my follow-up complaints. Today an Escalation ticket [Edited: "Personal Information"] was assigned to me.

Responses

U

user_gzz5ix

7 Messages

1 year ago

I am wondering if anyone from Xfinity will respond to me

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XfinityJustinC

Official Employee

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1.2K Messages

Hello, @user_gzz5ix thank you for taking time out of your day to create a post, you have contacted the right place for assistance. When reaching out over Xfinity Forums, with this being a public forum it can take up to 48 hours to hear from an employee.

I definitely want to help with the billing concern, and get a resolution. I'm not sure if you had seen one of my great co-workers had followed up with you on your original reply on different post you had commented on.

To ensure I would be helping with the correct account, and we don't want account info in public. When you have time, please send a direct message.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

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

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

1 year ago

0

XfinityJustinC

Official Employee

•

1.2K Messages

1 year ago

user_gzz5ix I appreciate you sending the direct message with the requested information, I'll follow up with you there to continue. Thank you.

0

U

user_gzz5ix

7 Messages

11 months ago

It is certainly sad that nothing could be done to help me. I shared the chat transcript of my initial conversation with your sales rep and the agreement we had. Your firm not only lost that transcript on your side but even when I showed your representative the original chat (l am glad I had saved it) , you won't honor it ! I am now being billed $230.27 for internet and cable and $20 separately for Mobile, when I was promised I would be charged about $160 for all of them. It's really disappointing.

I will find a way to reach out to Tom Karinshak and Brian Roberts, hopefully one of them will see the truth and honor what was originally committed to me.

3

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XfinityArmand

Official Employee

•

2.1K Messages

Hi there @user_gzz5ix. We greatly appreciate you taking the time to follow up with us regarding your account billing concerns. As always, we are glad to hear from you and happy to help in any way that we can to ensure that going forward, your tier of services are within your budget. We can certainly go over your billing to see what we can do to find you a promotion rate that fits your service needs going forward. Whenever you are ready, please feel free to shoot us a private message so that we can get started on this for you.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon 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

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

11 months ago

0

U

user_gzz5ix

7 Messages

Again you are talking about new plans going forward. Why can't you simply honor something that you already sold me?

11 months ago

0

XfinityArmand

Official Employee

•

2.1K Messages

We are glad to take a look at this for you @user_gzz5ix. Please feel free to shoot us a private message so that we can get started.

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

11 months ago

0

U

user_gzz5ix

7 Messages

11 months ago

I had tried direct/private messaging before but you were unable to give me what you had committed to. Here is a snippet from our direct chat.

Thanks for clearing that up. Unfortunately the $169 was including that credit and wouldn't be possible. We can however get that mobile credit added to bring it down to $201.90.

6:01 pm

So you are saying you cannot honor the commitment made by your sales representative even after I attached the proof above? Isn't this unprofessional?

6:04 pm

We are sorry for any trouble and we are happy to work with you if you are interested with the offer above. Do you have any additional questions?

1

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XfinityArmand

Official Employee

•

2.1K Messages

In order for us to assist further @user_gzz5ix we would need to look at the specifics. In order to look at the specifics, we need to go over your account history. In order for us to look at your account history, we would need your account details and in order to get your account details, we are going to need that in the form of a private message. So, when you are ready, please feel free to shoot us a message. Thanks! 😉

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

11 months ago

0

Billing

user_gzz5ix

I feel cheated.

user_gzz5ix

XfinityJustinC

XfinityJustinC

user_gzz5ix

XfinityArmand

user_gzz5ix

XfinityArmand

user_gzz5ix

XfinityArmand

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