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Need Corporate Help – Repeated Billing Issues, Broken Loyalty Promises, and Unauthorized Changes
Subject: Need Corporate Help – Repeated Billing Issues, Broken Loyalty Promises, and Unauthorized Changes
I’m posting here because I have been unable to get help through the Loyalty Department or customer service, and I need someone from the Xfinity Corporate Digital Care Team to review my account.
Every year, my bill increases dramatically, and I must call the Loyalty team to renegotiate. I am always pressured to add services I don’t want, and the pricing or promotions I’m promised never show up on my bill.
In January, I was given a promotional offer that was supposed to adjust my bill. When nothing changed, I tried to contact the representative who made the promise, [Edited: Personal information], but she never returned my calls.
Because I couldn’t reach her, I contacted customer service. During that time, equipment was removed from my account without my permission, and other changes may have been made without my authorization.
Later, another Loyalty representative,[Edited: Personal information] , called me. She said she would speak with [Edited: Personal information] and work to restore the original adjustments. She also said she could offer me free Starz and Showtime for a year. After reviewing the account, she told me none of the adjustments would be honored because the original offer was made in January—even though I tried to follow up at that time and never received a call back.
This has been happening for years:
- Large annual bill increases
- Promises that never appear on the bill
- No returned calls from Loyalty reps
- Unauthorized changes, including equipment removal
- Multiple calls required to fix the same issues
I’ve been a loyal customer for many years, and my bill is now close to $400 a month, which is extremely high given the ongoing problems.
I am requesting help from the corporate team to:
- Review my account
- Restore the pricing and services originally promised
- Remove unauthorized changes
- Ensure my account is handled correctly going forward
Thank you to any Xfinity Corporate representative who can assist.
XfinityJustinC
Official Employee
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2.1K Messages
3 hours ago
Hello, @user_mpd13 thank you for reaching out over Xfinity. You've contacted the right place for assistance, I can help with the account review. Thank you for the detailed information it is helpful, and wanted to help get the proper expectations set up that I won't have an option to add any promotions that are no longer being offered. But wanted to assure you that I can go the best options I'd currently have, I'll need to gather some information we don't want here in our public conversation.
Could you please send our team a direct message with your full name and full address?
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