Visitor
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1 Message
Retention of Gold Customer
Dear Xfinity,
I spent 28 minutes on the phone this morning trying to give Xfinity an opportunity to retain me as a customer. Unfortunately, because I had another call at 10:00 a.m., I ultimately had to hang up without getting the issue resolved.
During those 28 minutes, I first dealt with a chatbot, then spoke with someone who offered me a $70/month plan and transferred me to another representative who seemed to have no understanding of why I was calling. I then had to explain the entire situation again, only to be placed on hold repeatedly until I ran out of time.
For a Gold member and long-standing customer, this was an extremely disappointing experience.
The situation is very simple: Xfinity is currently offering new customers in Ada 500 Mbps service for $45 per month with a five-year price guarantee. If Xfinity is unwilling to match that offer for an existing Gold customer, I will move my service elsewhere.
I have already invested 28 minutes trying to resolve this. I am not going to spend another 28 minutes navigating your phone system. If Xfinity wants to retain me as a customer, you know what needs to be done and you have my contact information.
I look forward to hearing from you.
[Edited: "Personal Information"]
XfinityMarshante
Official Employee
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1.5K Messages
21 days ago
Hello @user_o5elvx, thank you for taking the time to leave a post. Sorry to hear about the frustrating experience you've had while trying to make changes to your account, then being transferred and having to start over again. We never want our customers to feel like they're being bounced between representatives or that their concerns aren't being understood. While promotional offers advertised for new customers are often subject to specific eligibility requirements, we'd be happy to review your account and see what options may be available. For your privacy and the security of your account, 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.
How to send us a direct message:
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