Visitor
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2 Messages
Lied to by Xfinity agents and locked into a 24 month contract at the wrong price under false pretenses.
On 12/14/24 I called and spoke to an agent at Xfinity about a new promotion because my bill was about to triple. She told me she found a great deal with the
GIGABIT EXTRA internet, X-fi Complete, and my flex box for $85.26 a month after tax. She said that price was locked in for 24 months. The offer she sent me said the monthly bill would be $86.26 and so did the email that Xfinity sent confirming the order. A month later I looked and I see the upcoming charges for the month are $126.84. I live chatted with an agent and he said there seems to have been some kind or error with the promo and then the chat disconnects. I call and speak to an agent and she said that there was no error. Apparently my expiring Xfinity mobile credit would have indeed made my bill that price. The problem is that the agent who signed me up was notified that the mobile promotion was ending the same month the new promotion would be starting. They never mentioned anything about the mobile credit and I did not agree to pay $126.84 a month, I agreed to the $85.26. I spent over an hour speaking to an agent in the retention department and then her supervisor. They could not get me a promotion comparable to what I was offered or do anything other than credits to help with the next two months. I have been a customer for a very long time and I don't understand how your agents are allowed to knowingly mislead me and trick me into a contract that is wildly more expensive than what I agreed to. The supervisor told me I can call back periodically and check for new promotions but he couldn't guarantee I could get anything close to what I was offered. After An hour and a half and a lot of aggravation I want this resolved or I'll be canceling my internet and my mobile services. Xfinity doesn't deserve customers if they are going to be dishonest and treat people like this. Can anyone here help me?
Accepted Solution
XfinityAlfonso
Official Employee
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1.4K Messages
23 days ago
Good evening user_546689 thank you so much for taking the time to reach us regarding your billing concerns. We would love the opportunity to serve you and fully review the account. Based on what you've posted above, your new plan does provide up to $40($10 per new line added within 90 days of plan starting) off when activating new Xfinity Mobile lines of service, which is part of several of our newer plans.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
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user_w4o0kq
1 Message
8 days ago
The same thing happened to me. I’m going in person to get it fixed or cancelled. I constantly get lied to on the chat.
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