Visitor
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1 Message
Internet Service Credit for Adding Mobile
I have been with Comcast/Xfinity TV/Internet for awhile and generally have no complaints with the service. It's sad that horrible customer service could make me leave Xfinity when the product itself if just fine. So, I signed up for Xfinity Mobile a year ago, with one incentive being a $10 monthly credit on my internet bill. I have never received this credit. I've called 4 times over the past year and was always told that they issue had been fixed, although I have still never received the credit. Several of the times, I had to talk to 4-5 people, continually being transferred from internet to mobile and back. The last time I spoke with someone was over the summer and I thought the issue was finally resolved, but no, still no monthly credit. Sure it's only $10 a month, but that's $120 so far. And bottom line, all these factors when into switching in the first place. So today, I spoke with someone who told me, 1) there was never such a credit (so the 15 or so other people I spoke to were all lying to me?), 2) there's nothing that person could do, 3) there was no one else that I could speak to. She was also condescending in explaining that I should have gotten evidence of this discount, so the word of a customer service rep over the phone when I signed up is worthless? This is enough to make me leave Xfinity for good. I left AT&T and will never go back because of their horrendous customer service. It takes so little to make things right, or at least it should. I shouldn't have to call over and over to get something I was promised. And to not have the ability to talk to a higher up is ridiculous. I don't expect every first line customer service agent to be able to solve my problem, but someone should be able to. There are two options here, 1) help me solve the problem or 2) you lose a customer for life. A $10 monthly discount to keep my almost $300 a month in services just seems like good business, but what do I know.
XfinityJeniece
Official Employee
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3.1K Messages
3 years ago
Hey there, thanks for reaching out through Xfinity Forums! I truly apologize for the issues you have had with your billing details and credits. We definitely do not want to lose you as a customer and we would be happy to take a look at your billing details to get this resolved for you! You have reached the right place!
Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page.
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user_d98051
Visitor
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1 Message
3 years ago
I've encountered the same issue with Xfinity Mobile. I've had Xfinity internet for quite some time. An Xfinity representative promised me a free phone, a visa gift card, and a multi-line discount if I switched my cell phone service from AT&T to Xfinity Mobile. I took the bait.
I did get the free phone. But the gift card and multi-line discount never arrived. I have called to get a solution multiple times. And while the Xfinity representatives like to thank me for the "amazing pleasure to speak with a valuable customer," I gather they don't have any authority to actually address these types of problems. Usually they just transfer me to a "supervisor" who makes me re-explain my entire story, and then offers to call back with a solution (but never does) or submits a ticket to the "escalation department" with the promise that I will receive a written response (I have not).
I have been transferred back and forth between Xfinity Home Services (USA) and Xfinity Mobile (Abroad) multiple times. Both departments believe the other is responsible for addressing multi-line discounts. At the end of the day, however, I don't think these multi-line discounts even exist.
My best advice is to say the word "downgrade" when you're greeted by the robot at the 1-800 number. That will get you connected to the loyalty department, where you can speak with a polite and better trained customer service representative from Minnesota or Colorado. Their job is to make sure you don't leave Comcast.
However, even they have their hands tied when it comes to Xfinity Mobile. One kind woman I spoke with in the loyalty department promised to adjust my internet package to make up for the multi-line discount I was promised. I felt like Comcast was finally making things right. After I said yes, I was dropped from the call.
When I called back, the representative had me enter into a 12 month contract for a more expensive plan than what I was previously offered, but promised that the multi-line discount would be applied "manually." I have little confidence I will ever see that multi-line discount. When I asked her for confirmation in writing, she said she's not allowed.
I'm hopeful Comcast will follow through. But my confidence is low.
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