1 Message
Urgent: Billing Agreement Not Honored & Poor Customer Service
Dear Whom it may concern, I am reaching out regarding a frustrating and unresolved issue with my Xfinity account. Last week, I spent approximately two hours with an Xfinity representative who assured me that my monthly bill would be adjusted to $153, including taxes and charges, provided I added a mobile line through NOW. I saved the entire conversation as documentation of this agreement. Per their instructions, I followed up today, only to be told—after four additional hours of being transferred between representatives—that the information I was given was incorrect. To make matters worse, the last representative I spoke with was a manager who disconnected the call and did not make any effort to reach back out to me. At this point, I feel completely misled and disregarded as a customer. I am being told conflicting information, passed from one representative to another, and ultimately left without a resolution. This is unacceptable. I am requesting immediate assistance in honoring the agreement I was given. I expect Xfinity to uphold the terms that were communicated to me, and I would appreciate a prompt resolution before I escalate this matter further.
XfinityJustinC
Official Employee
•
1.1K Messages
2 months ago
Hello, @user_c9j0td thank you for taking time to create a post. I appreciate all the detailed information it is helpful, and I'd like to help look into the promotion concern further. This isn't the experience we want you to have, and completely understand where you're coming from with being disappointed with the situation.
Since I will need to gather some information to locate your account, and we don't want that in our public conversation. When you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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