Lied to on contract lied to by multiple representatives

I am an Xfinity mobile and Internet customer. I signed a new contract on Jan 15 for my monthly bill to be 73.33 for internet including a reapplied mobile promotion for two years of 22.50 to be removed and for ten dollars off for doing paperless and autopay. I get my new bill and the promotion is removed off of my account after I confirmed multiple times that it has renewed it even shows on my new contract the mobile promotion. I call back January 19th and am on the phone for three hours they keep repeating that the promotion was removed and nothing could be done. Eventually they claim they are going to check my phone call with the representative on the 15th and maybe see about reading it. The representative then tells me at the end of the call that if the promotion is not re added my bill for the rest of the year will be 85.58. Well I log into my account today and that's not my new bill my new bill is 95.58. Do yous feel good constantly lying and just increasing my monthly bill and removing my promotions?

Responses

XfinityVianney

Official Employee

•

2.2K Messages

1 year ago

Hi, @user_w1rsh2. Thank you so much for taking the time to create a new post. I am truly grateful for your effort. I understand that you reached out to us and signed up for a new promotion that included discounts for Xfinity Mobile in the bundle. However, it seems that you didn't see the changes you requested. I completely understand how frustrating that must be. Rest assured, I will carefully review the notes and provide you with the correct insights regarding the options we have.

I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

3

0

M

Madman58

3 Messages

That just goes to the automated chat that solves nothing

1 year ago

0

U

user_etkle7

1 Message

This same thing happened to me. However, I specifically told them I want no contract for any changes or I was not going to let them mess with my bill. I had called in for tech support when they offered me. Now I find out not only did my Bill go up $30 since that time, but I am on a 2 year agreement I never consented to. Done!

1 year ago

0

XfinityRay

Official Employee

•

2.9K Messages

Good afternoon, @user_etkle7. Thanks for taking the time out of your day to reach out about your billing. The Xfinity app can be very handy in this situation. It has the last 24 billing statements. If you view the downloadable version of your statement it shows the most details including your promotion and dates it lasts, any changes to your pricing and why, among all other billing details. We would be happy to take a look at this with you.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

XfinityVianney

Official Employee

•

2.2K Messages

1 year ago

I can assure you we are here on standby ready to help if you want to reach out @Madman58. If you follow the steps above, your direct message will be routed to our team for further assistance.

2

0

M

Madman58

3 Messages

The directions you provided don't do anything

1 year ago

0

XfinityVianney

Official Employee

•

2.2K Messages

@Madman58 I'm sorry to hear that this didn't work as expected. I'll provide a more detailed set of instructions below which should help. Let me know if you have any trouble with this as well.

Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" 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

(source: @BruceW)

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

Billing

Madman58

Lied to on contract lied to by multiple representatives

XfinityVianney

Madman58

user_etkle7

XfinityRay

XfinityVianney

Madman58

XfinityVianney

New to the Community?