Visitor
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1 Message
Promised discount in chat not applied, Store refused to help
I am writing to resolve a billing issue that has been ignored by both online chat and a local Xfinity store.
On February 28, I spoke with a chat agent who offered me to applying the same promotional price that was in effect until January. I accepted the offer, and the agent confirmed it would be applied to my account including a adjust for the unacceptable charge in February and March—which was billed suddenly and without any prior notice at four times the previous billed rate. However, my latest bill does not reflect this change and is still showing the triple rate.
I visited a local Xfinity store(1600 Saratoga Ave Ste 32, San Jose, CA 95129) at 10am yesterday to resolve this, but the staff there were very unhelpful. Despite showing them the chat transcript as proof, they stated they "didn't understand why the agent said that" and refused to acknowledge or honor the agreement.
I have the chat transcript and reference number for this offer. I would like an Official Employee to review my account and apply the agreed-upon discount.
Thank you for your assistance.
XfinityMarshante
Official Employee
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1.1K Messages
2 days ago
Hello @user_4pdo9m, thank you for taking the time to leave a post. Sorry to hear about your experience trying to get your billing corrected. I completely understand how frustrating it can be to be told changes were made, only not to see them reflected on your statement. 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, we'd be more than happy to look into this for you.
To send a Direct Message, please click the “Direct Message” icon in the top-right corner of the screen, then click the "New message" icon, and 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.
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