Visitor
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2 Messages
Lied to by Retention team with lower rate - Duplicate account
On January 8th, I called Xfinity Billing to ask if they would match an offer from a competitor who were offering me $50/mo for 1gig internet and $200 to switch. I am an existing Xfinity customer, and while I have a lot of complaints about the service, I would prefer not to setup a new network.
The agent from the Retention team matched the offer and my final agreed upon contract was $51.39/mo for 1 gig internet, locked in for 5 years. Here is email confirmation of that change to my account:
Despite this agreement, I just received a bill for $124.76, more than twice of what I agreed to pay for my service.
I called Xfinity and was told that I had two accounts, and the one that had the $51.39 price had been disconnected last month, and the original account had never been cancelled.
This is the first time I ever received any word that a second account was created in my name, let alone that one had been disconnected.
On today's call, the Retention team could only offer me $61.39/mo, $10 more than the contract I signed in January, that supposedly was locked in for 5 years.
This is extremely deceptive and likely illegal. I will be reporting it to my State AG's office.
XfinityJon
Official Employee
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1.1K Messages
9 hours ago
Good afternoon user_fr4y3q. I can assure you this is not the experience we want you to have. I will be more than happy to locate your account, and to review this further. I will need some additional information.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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