Visitor
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2 Messages
Promise a locked in rate for 3 years
Not sure if anything can be done. On 5/30/26 talked with a Shivam about my rates. In order to get me to stay as a loyal customer was told to sign up for 500mbps at $55 with a $10 credit on my next billing cycle for 1 month. After that 1 month I will be getting a locked in rates at $30 for 3 years for 300mbps. Saw my plan updated but no credit or any promotion at locking in my rates. Tried to follow up with 6/19 and apparently there was no record about that promotion and in order for me to get the $10 credit I need to pay by checking account not credited card (which I was not told). I save the transcript as well as screenshots of our discussion. Not sure if I was just being lied to?
EG
Expert
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118.6K Messages
12 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMatthew
Official Employee
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1.9K Messages
12 hours ago
Hello @user_eup1fz Thanks for reaching out. We do offer $10/mo off every plan with autopay with a bank account. Now if they promised a one time credit that could be something else. When it comes to our plans your rate is based on whatever price you approve via the text or email links we send for you to review. Did they send you a link for a $30 plan?
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user_eup1fz
Visitor
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2 Messages
4 hours ago
No i have not. it was a link to upgrade for 500mbps at $55 with 1 time $10 credit. Supposedly backend i will get a different deal.
see discussion below…
Agent (02:22 pm): Maly, however, I can do one thing for you: I can raise the request for the $30 per month, and the backend team will notify you when the plan is available on your account via text or email.
Agent (02:22 pm): And it will be notified after this billing cycle ends.
MALY (02:22 pm): i dont understand what that means?
Agent (02:23 pm): As the plan is provided by the backend team, I will request the $30 plan for 3 years for the 300 Mbps plan. Once it is available on your account, you will be notified via text or email so you can change to the $30 price.
MALY (02:25 pm): so as clarification i will have a contract for ###mpbs $## total per month for # years
Agent (02:25 pm): I do not want our customers to face any type of trouble while using the services.
Agent (02:25 pm): Yes, the backend team will notify you about that plan within 30 days before the next due date.
MALY (02:25 pm): yes this works for me then. if so i will not be canceling
Agent (02:26 pm): Alright, thank you for your understanding and patience! For now, shall I proceed with the $55 per month plan? You will save $13 this month and receive a $10 credit one time as a sweet gesture.
Agent (02:27 pm): It means your bill will be $45 after a $10 credit for this month.
MALY (02:28 pm): im confused. so i gave to do the $## for this month / billing cycle. then in the backend after ## days will start the $## per cycle
Agent (02:28 pm): Yes, you got it right.
Agent (02:29 pm): As the $30 plan is not currently on your account.
MALY (02:29 pm): no mobile correct?
Agent (02:29 pm): Yes, no mobile.
MALY (02:29 pm): ok
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