Visitor
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3 Messages
Live Chat Agent Lies me and changed my internet Plan
Dear XFINITY service,
I am a new customer, who started to join Xfinity internet Last November with 75 Mbps plan of ~ 29.9$ per month, contract 1 year. I paid for December-March. An agent tried to convince me to join the mobile line to get more discount, I joined 3 mobile lines but no discount but the fee increased to 40$ in April. I contacted to live chat agent again, and they lied again and changed my plan to 400 Mbps with the same price as my formed deal (30$) + award of 100$ gift card. Now I have seen my next bill is 62$/month.
This is unacceptable. I would like to file a complaint for lying to a customer.
Thank you.
CCSean1
New Problem Solver
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318 Messages
2 years ago
Hello @user_9e4356, thank you for taking the time to reach out to us on the forums. This is not the experience we want you to have as a valued member of the Xfinity family. You have reached the right team to look into this for you today. Can you send us a direct message with your full name and address to get started?
To send a direct message:
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user_875438
Visitor
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2 Messages
2 years ago
I am having the same problem. I have the screenshots to prove that now one but two chat agents lied to me. The first signed me up for a promotion program that included a mobile phone. Agent told me if I didn't want the phone I had 24 months to return it. The phone didn't work I spent hours on live chat and on the phone talking to agents. I went to Samsung service centers even. When I tried to return the phone I was told I was outside my 14 day return period. When I showed the representative in the store the screenshot of the chat I was told I would have to deal with the live chat since they promised me a 24 month return period. When I went back to live chat another agent told me since I had the screenshots he had it approved for me to return the phone and I would be receiving a shipping label. When a few days pasted and I was never emailed a shipping label I called back. The agent told me I could not return the phone. I told him I had screenshots of not only the 1st agent promising me a 24 month return window but the 2nd agent saying he was sending me a shipping label and I was approved to return the phone.. I don't believe Xfinity should be allowed to hold me to my contract since I was lied to to get me to agree to the contract.
I would like to reiterate that this type of customer service is unacceptable
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