Reimbursement for an account that was promised to be suspended

I moved out from my previous apartment on March 5 and I talked to an agent (over chat) to suspend it on March 27. I was happy with Xfinity for years and would like to continue to use it in the future (there is already another Xfinity account used in my current temporary apartment). The agent told me he can suspend it for three months, I can extend the suspension later if necessary. He also suggested moving to a new package as it would be cheaper when I restart the services. His exact words:

You are most welcome. however I have a deal for lowering your monthly bill with the speed of 800 mbps

01:51

shall I share the details so when you pause and restart your services your bill will be lower

However, I realized that the account is not suspended and I am being charged. The modem is not even plugged in. I should be reimbursed for all charges after March 27. 

Thank you. I obtained the chat record (chat id is: [Edited: "Personal Information"]) from another agent which I am copying here:

Connecting from Xfinity Assistant. I have a question about billing.
01:36

Hi Vikram, yes.

01:37

First of all can you check what my billing period is?

01:37

i think it is from first day of the month to last of the month

01:38

thank you!

Vikram01:38:26 PM EDTWeb Chat

You are welcome.

Vikram01:39:43 PM EDTWeb Chat

As I see your bill generation date is 24 of every month and for the billing cycle of 04/01 to 04/30

CCustomer

01:40:46 PM EDTWeb Chat

thanks, so I want to end/pause my account. I have moved at the beginning of the month and for a couple of months i wont need it. however, I plan to activate service in a couple of months.

Vikram01:41:35 PM EDTWeb Chat

Thank you for specifying it I am glad to help you in this .

Vikram01:43:48 PM EDTWeb Chat

I will hep you to put your services on hold for minimum of 3 months

CCustomer

01:44:04 PM EDTWeb Chat

what does that mean?

Vikram01:45:04 PM EDTWeb Chat

let me explain I will pause your services for minimum time period of 3 months for you

CCustomer

01:46:01 PM EDTWeb Chat

why 3 months?

Vikram01:47:03 PM EDTWeb Chat

May I please know if you want to end the service or hold the services ?

CCustomer

01:47:16 PM EDTWeb Chat

I want to hold it

Vikram01:47:36 PM EDTWeb Chat

Could you please share for how much time you want to hold it ?

CCustomer

01:47:46 PM EDTWeb Chat

do i need to specify a time?

01:48

i just don't know at the moment whether it will be 2/3/4 months

For now, You can put the hold for 3 months and if you wish you can cancel the hold for 3 months and and if you want you can extend it too.
CCustomer

01:49:47 PM EDTWeb Chat

i see thanks

01:49

ok that is fine

Vikram01:51:13 PM EDTWeb Chat

You are most welcome. however I have a deal for lowering your monthly bill with the speed of 800 mbps

01:51

shall I share the details so when you pause and restart your services your bill will be lower

CCustomer

01:51:52 PM EDTWeb Chat

sure

Vikram01:52:03 PM EDTWeb Chat

Perfect!

Vikram01:53:56 PM EDTWeb Chat

I have a deal in which you get 800 mbps Xfi complete and same services your monthly bill will be $80.93 with auto pay and eco bill with checkin account .

CCustomer

01:54:05 PM EDTWeb Chat

what was the current speed

Vikram01:54:06 PM EDTWeb Chat

sounds good?

Vikram01:56:05 PM EDTWeb Chat

your current speed is 1000 mbps and in the new offer its 800mbps and I recommended it as you will browse and stream the same.

CCustomer

01:57:22 PM EDTWeb Chat

will i be able to change it the current one if i need?

Vikram01:57:44 PM EDTWeb Chat

Yes, that is correct.

CCustomer

01:57:53 PM EDTWeb Chat

ok that sounds good then

Vikram01:58:04 PM EDTWeb Chat

Awesome!

01:58

Please provide me with the mobile number or email address where I can send the order details so you can review and approve the change.

CCustomer

01:58:15 PM EDTWeb Chat

[Edited: "Personal Information"]

Vikram01:58:29 PM EDTWeb Chat

Perfect. Thank you for the information. I really appreciate that.

01:59

I have emailed your order details. Please review the information and approve by clicking 'I Agree'. Once completed we can finalize your order.

01:59

After reviewing the order details, please click "I agree." Once approved, please stay on the chat so that I can complete your order.

02:00

You are ordering the following services: XFINITY FLEX. The price for your package is at no charge per month.

You are also ordering:

SUPERFAST for $107.00 per month.

You will receive the following monthly discounts:

CONTRACT DISCOUNT of $37.00 per month for 24 months, then PROMOTIONAL DISCOUNT of $17.00 per month for months 25-36.

Discount of $10.00 per month including Autopay Discount Including Paperless Billing.

You are also adding the following equipment and services: xFi Complete for an introductory price of $20.00 per month for 12 months, and then regular rates will apply, currently $25.00 per month.

You are also adding the following equipment and services at no charge: Flex Streaming TV Box Rental;

Regular rates after promotional period are subject to change.

You are removing the following services: PERFORMANCE INTERNET; Extreme Pro Internet;Internet/Voice Equipment Rental;

Your estimated recurring monthly bill will be $80.70, including $0.70 of estimated monthly taxes, and government and other fees.

Your statement is prepared one month in advance. Your next two bills may be different because of partial month charges or credits and any one-time charges.

Lastly, I'll run through some important details about your order.

The offer is subject to the terms of your 12-month term contract.

An Early Termination Fee of $110.00 will apply if you disconnect your XFINITY TV, Internet, Voice, and Home services during the term of the contract. The Early Termination Fee will NOT apply if you cancel within 30 days of installation and it will decrease every month. An early termination fee does not apply if you are receiving an Affordable Connectivity Program benefit at the time of disconnection.

Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic Payments using your bank account. If you cease to be enrolled in both Paperless Billing and Automatic Payments with your bank account, you will no longer receive this discount. If you change your automatic payment method to a credit or debit card, your monthly discount will be reduced to $5.

You understand and agree that your Xfinity services, regular rates, equipment charges, taxes, fees, and other charges are subject to change at any time, with or without notice, to the extent permitted by applicable law.

You ordered xFi Complete, which includes an Xfinity Gateway modem and Unlimited Data. If you do not activate your leased Xfinity Gateway within 30 days and keep it active, xFi Complete will be cancelled. Faster upload speeds with xFi Complete may not be available at this time for a small percentage of customers. Impacted customers will be notified within one week of activation of their Xfinity Gateway. We will provide standard upload speeds based on your speed tier.

xFi Advanced Gateway rental

· Advanced Security on the Go

· Whole-Home WiFi Evaluation

· xFi Pod (included, if recommended)

02:01

thank you for confirming the order your order number is [Edited: "Personal Information"]

02:02

I have one more deal for you

thank you for confirming the order your order number is [Edited: "Personal Information"]
02:02

I have one more deal for you

CCustomer

02:03:05 PM EDTWeb Chat

sorry, do i have an early termination fee?

Vikram02:04:24 PM EDTWeb Chat

No there is no early termination fee if you side grade your services

CCustomer

02:04:34 PM EDTWeb Chat

ok i understand

Vikram02:05:23 PM EDTWeb Chat

Oh Great you have a great piece of understanding I really appreciate it .

Vikram02:06:35 PM EDTWeb Chat

Cagin just to confirm you are going for and international trips or any other .

CCustomer

02:06:53 PM EDTWeb Chat

no

Vikram02:07:44 PM EDTWeb Chat

so let me know the reason so that I will share a new deal for more savings on your internet bill

CCustomer

02:08:20 PM EDTWeb Chat

i see, i am not going

02:08

Thank you very much Vikram, I have one more questions.

Vikram02:08:47 PM EDTWeb Chat

sure please

CCustomer

02:09:19 PM EDTWeb Chat

I haven't used the modem since March 6 (you should be able to check this, my modem is not connected). I would like to ask for reimbursement for the last three weeks. I am a customer for years so i believe this should be fine.

Vikram02:10:29 PM EDTWeb Chat

As you are valuable customer to comcast I surely check for you and try the best possible for you too

CCustomer

02:12:45 PM EDTWeb Chat

thank you!

Vikram02:12:54 PM EDTWeb Chat

You are most welcome.

Vikram02:14:37 PM EDTWeb Chat

I have 2 good news for you as you are our loyal customer

Vikram02:15:41 PM EDTWeb Chat

In first I will apply the credit $10.00 as we trust your words as you are our valuable customer

Vikram02:16:56 PM EDTWeb Chat

and 2nd one you will get $20 discount on your monthly bill for 24 months

Vikram02:18:52 PM EDTWeb Chat

shall I apply the $10 credit to your account and also tell more details for $20 extra discount on your internet bills.

CCustomer

02:19:10 PM EDTWeb Chat

can't you do anything for march bill?

02:19

i haven't really used it

02:19

except first week

Vikram02:22:13 PM EDTWeb Chat

I really understand you Cagin however Its too hard to do as services are working from our end I wish to do however I am unable to do it for you .

02:22

however I have a deal in which you get $20 discount on your monthly bill this will helps a lot in savings

CCustomer

02:23:10 PM EDTWeb Chat

i see thank you. are there any conditions?

Vikram02:24:22 PM EDTWeb Chat

let me share the details with you

02:25

We just need few more information that how much you are paying for your current mobiles services it will be appreciated.

CCustomer

02:25:24 PM EDTWeb Chat

for mobile phone?

Vikram02:25:30 PM EDTWeb Chat

Yes, that is correct.

CCustomer

02:25:37 PM EDTWeb Chat

30 dollars per month

Vikram02:27:29 PM EDTWeb Chat

OH thats too high I will give you one unlimited calling and text by the gig in just $15.00

02:27

Sound good?

CCustomer

02:28:44 PM EDTWeb Chat

i can't make the decision right now, the account is on another person

Vikram02:30:00 PM EDTWeb Chat

you are doing the great thing by lowering monthly bill the other person will be happy as everyone you me and all like savings on monthly bill

02:30

you can keep your same number and same device too and there is no contract in this.

CCustomer

02:31:01 PM EDTWeb Chat

can i do this later? i need to talk to him because he may have some conditions

Vikram02:32:10 PM EDTWeb Chat

I am available over chat as this is limited time deal as you are our valuable customer I don't want you leave this deal now

02:32

Its one of the most rare offer on your account

02:32

Most of the customer choose this option to save a bills

CCustomer

02:33:56 PM EDTWeb Chat

can you send details

Vikram02:34:20 PM EDTWeb Chat

Let me share the secure link with you so that you can fill up the details

CCustomer

02:35:13 PM EDTWeb Chat

i was asking for the details of the plan

Vikram02:35:51 PM EDTWeb Chat

Let me share the details

02:36

You will get 1 line in which you get unlimited calling + by the gig + unlimited text monthly bill is $15.00

CCustomer

02:36:43 PM EDTWeb Chat

but no internet?

Vikram02:37:06 PM EDTWeb Chat

You will get a 1 gb data internet service along with millions of hotspot

CCustomer

02:37:20 PM EDTWeb Chat

i see, i will pass it this time.

02:37

my internet account is paused for 3 months right?

Vikram02:39:28 PM EDTWeb Chat

sure i respect your decision, however I will try to lower your monthly bill for the valuable customer like you .

02:39

Please allow me a moment I will applying the $10 credit on your account .

CCustomer

02:40:02 PM EDTWeb Chat

thank you!

Vikram02:40:07 PM EDTWeb Chat

My pleasure!

Vikram02:44:25 PM EDTWeb Chat

I have checked the account the mobile account will be different even if the internet account is on hold you can use the xfinity mobile services as it will be the different account also I have applied the credit of $10 on the account as well for you

CCustomer

02:45:47 PM EDTWeb Chat

thank you very much. so what do i need to do if i need to extend it after three months

Vikram02:45:57 PM EDTWeb Chat

will you consider the offer in which you get unlimited calling + by the gig + unlimited text monthly bill is $15.00

02:46

yes you can do that you just need to get in touch with us again

CCustomer

02:46:57 PM EDTWeb Chat

i will think about the mobile offer, i need to talk to my friend, thank you for your time

02:47

i need to leave now

Vikram02:47:23 PM EDTWeb Chat

the xfintiy mobile services won't be interrupted sure things I respect your decision

CCustomer

02:47:34 PM EDTWeb Chat

have a nice dat

02:47

day*

Vikram02:48:10 PM EDTWeb Chat

I am just trying to save more you are too understanding Cagin

02:48

I appreciate your understanding over the chat .

CCustomer

02:48:38 PM EDTWeb Chat

bye!