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user_z42o6s
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Thursday, February 20th, 2025

Misrepresentation of Deals

For 3 hours on Xfinity Assistant, I was offered a deal by 5 different agents (I kid you not) and all of them (knowing I am a long time customer) confirmed and had me agree to terms on this deal, only to then randomly put me through to a new representative.   This had to be the most insane interaction I have ever had.  And when I tried to email them my complaint, they gave me the wrong email address.  When I called they refused to give me to a supervisor and simply gave me the run around.    Is this common?   I am literally telling you the very short version of this insanity.  It is 10x more absurd than I am presenting here.   If someone has a direct link to someone at Xfinity that can actually help a person, let me know!   

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5 days ago

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XfinityRaf

Official Employee

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1.2K Messages

6 months ago

Good evening @user_z42o6s. Thanks for taking the time to post here your report your recent experience. If you could please send our team a direct message with your full name, full address, and some more details about what happened, we can assist.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

As a reminder, it is against the Xfinity Forums Guidelines and Acceptable Use Policy to send unsolicited Direct Messages to anyone, including Xfinity Support. Please create a public post in the appropriate board. If an Official Employee needs to work with you via DM, they will invite you. Please, use these links to learn more about appropriate usage of the Xfinity Community Forums: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

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user_5m4ce8

Visitor

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2 Messages

17 days ago

Boy, sounds like my issue with Xfinity. As a 27 years customer I received multiple messages that I might want to consider a new Gateway at no charge. So I opened a chat with a live Xfinity agent. He/she said yes, they could help. After a couple hours on the my iPad  he wrote he ordered the new Gateway, and found he could save me a few dollars. So I answered great. He wrote give me a few minutes. I said I’m running out of time. He wrote just a couple more minutes. So I waited, and waited. Finally he wrote that he emailed me an agreement and that I needed to click agree. All the while I said really all I want is the new Gateway and no changes in my plan. So I hurriedly found the email and clicked I agree. The agreement saved me $3.00 a month. Okay, I thought. Lo and behold about 10 days later, no new Gateway. So I looked and after trying to call a live person I made my way to another live chat. To make a long story short yes, that agent saved my $3.00 a month by cutting service to 3 - yes, 3 - TV boxes. And service to those TVs ended today. Another several hour chat I pleaded with another live agent to return to my original plan because the agent before misrepresented what he was doing. Today the agent said “can’t do it.” Service to the TVs was restored and my new monthly bill went from $350.00 per month to $375.00 per month all to get a FREE Gateway. I’m getting a call tomorrow from today’s agent but I doubt this can be corrected back to my original plan. I will be looking for other options. 

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XfinityJamesC

Official Employee

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2.3K Messages

Greetings, @user_5m4ce8! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear about the difficulties you encountered with this interaction, but you have definitely come to the right place for assistance.

 

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.

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.
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17 days ago

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user_5m4ce8

Visitor

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2 Messages

So I’ve been dealing with Xfinity for the last 2 weeks. My issue is detailed above. As I wrote, I’ve been a 27 year Xfinity customer, although it’s gone through name changes. Frankly I’m very pleased with the DM Xfinity folks who monitor this forum. However, clearly I’ve been the victim of a bait and switch scheme by an Xfinity agent. After numerous calls and chats with some at Xfinity, nothing has changed. To recap, I contacted Xfinity in response to a couple of messages suggesting I get a FREE upgraded Gateway. So I started a chat with an Xfinity agent who said he could handle that. As he processed my request he kept delaying this simple task. Going through my account he said he could save me money. After a while he said he could save me money and sent me an email and all I had to do was check “ I agree.” Little did I know - nor did he tell me - he was changing my TV program. Without going through it all, I later find out my FREE Gateway was costing me $25.00 more a month. And also later I find out he disconnected 2 my tv boxes. And I never received the new Gateway until this forums DM folks interceded and got one sent to me. I called Xfinity who re-connected those 2 boxes. Now on my latest bill I’m getting charged me to reconnect those boxes! So my monthly bill went from $350 per month to $375 per month and this month’s bill is $398, which includes charges for reconnection. Obviously I’m furious. The DM people in this forum have been trying to help. They referred my case to the “executive committee” with the promise someone from that committee would call. They didn’t and to add insult to injury the sent me an email that they couldn’t contact me after calling my numbers. Now that’s a lie. But now I understand why Xfinity is hated by many people. If the executive committee actually runs this company, no wonder it’s losing droves of customers. And I’m about to change my internet service to another internet provider. I have a good option. Not sure about my TV service, but I’ll be exploring those options as well.

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5 days ago

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