Regular Visitor
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3 Messages
Loyalty call from Xfinity- beware!!!
20+ year loyal Xfinity customer here. Received a call today from Xfinity promising to lower our bill as a reward for our loyalty in exchange for a 12 month contract. About $50 less to keep exactly the same service, which after questioning him thoroughly, he assured me would be the exact same cable plus internet. He then tried very aggressively to get us to switch to Xfinity cell service as well, which I declined.
We approved via text, then found out that he had removed many of our add-on's, including HBO, Showtime, larger DVR, sports channels. etc. If I'd wanted them removed, I could've done this myself!
Xfinity refused to return our package to the previous level, because I agreed to a new contract, even though they acknowledge that they are getting many complaints for exactly the same thing being done to other customers. Then they agreed I had been lied to, but that we were on a grandfathered plan previously, and that is no longer available.
After two hours on the phone, I was able to restore our cable + internet back as close to what we had, BUT OUR BILL HAS GONE UP and Xfinity claims they can do nothing about it!
I am absolutely furious that Xfinity allows such predatory behavior, lying behavior. Xfinity claims they are working to track the individuals making such claims, but what good does that do me?
CCSheila
Retired Employee
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1.1K Messages
1 year ago
Hi there! This is never the experience we want for our customers. I understand your frustration and would like to help.
To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "direct messaging" 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
Please let me know if you have any questions or run into any problems.
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tbill1
Contributor
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673 Messages
1 year ago
On another thread on the customer service page, I asked about the procedure for making changes. After 3 tries I finally
was told an email would be sent showing exactly what you would be getting and an estimated price. Then you would have
to approve it. Did you get an email? Did the text you approved show your new package?
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cerealtrader
Regular Visitor
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3 Messages
1 year ago
Xfinity's grand solution: call Retention.
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