Promotion

Question

To the Executive Customer Relations Team, I am writing to escalate a formal dispute regarding my Xfinity account. I was explicitly promised a specific promotional rate that Xfinity is now refusing to honor. Because frontline customer service agents have been unable to resolve this matter, I am requesting that the Executive Team step in to apply the correct plan and pricing. I was promised on August 19th my plan would change to the 1GIG for $50 5 years garrented, I've tried to talk to a representatives and they keep promising me it would happen but still getting nowhere, xfinity needs to honor what they promise. This needs to be resolved asap.

XfinityAmandaB · Answer

user_4rkti7 Thank you so much for reaching out for help with this promotion. We know getting the best promotion is important, and we would be happy to help look into this for you. Our promotions do change all the time, and we would only be able to correct a plan/promotion if you have a customer approval completed showing the promotion in question and if the plan is still available on your account. Since we are not able to make changes to the preloaded offers based on your account's eligibility, only the plans currently present can be offered to correct any plan mistakes. With that, you would have also received a confirmation email with the outline of the agreed plan. Do you have that confirmation email with the outline of the 1 Gig for $50.00 that you completed approval for?

Billing

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Promotion

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