Visitor
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1 Message
Three service discount went to two service discount incorrectly
I am an authorized user on my 89-year-old mother's Xfinity account. I used the online portal to downgrade her from Ultimate TV to TV Plus. The portal explicitly stated her monthly TV price would be $105 with equipment included. However, the system has stripped away her legacy 3-product bundle discount, reducing it from $50 down to $30. Because of this error, her monthly total barely dropped, completely wiping out the savings we were promised. I need an official Digital Care agent to pull up her account, correct this automated billing error, and apply a promotional credit or loyalty discount to restore her true 3-product bundle price.
XfinityRaf
Official Employee
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1.6K Messages
14 hours ago
Good afternoon @wilmac29. Our team can review your mother's account to see if we can assist. To be fully transparent, once a promotion has been changed, we cannot add it back especially if it is a promotion we no longer offer. When you're ready, send us a private message with your full name and address.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new conversation"
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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