Visitor
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4 Messages
WOULD NOT FOLLOW THROUGH WITH AGREED PLAN
I am extremely frustrated with Xfinity Customer service. I have screen shots of an agreed upon plan for my account. The chat logged out while I was trying to fill out the paperwork and I had to start over with s second rep. This rep ALSO told me they could do the same plan and started the process. Then they told me there was an "error" and said I needed to downgrade my speed. I then requested someone call me and they also refused to give me the agreed upon plan that I have screenshots of in from their chat. I am currently shopping for different internet and phone. Two hours of wasted time and they could not follow through with the options they gave. I wish this post would allow pictures because I would upload them.
XfinityJustinC
Official Employee
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2.5K Messages
1 hour ago
Hello, @user_330tb2 thank you for reaching out over Xfinity Forums. I understand the frustration when you're not able to get a promotion pricing that was previously discussed, I've been in your shoes before and agree it's not fun having to spend additional time trying to get promotion updated. I'd definitely like to investigate futher, and see you mentioned willing to upload a photo.
With being new to the Xfinity Forum I understand if you're not familiar with the forum process, and we ask not to share chat transcript information on posts. Our Forum guidelines and acceptable use policy are great reference points if you haven't reviewed. Our team typically has access to chat communications that are done within the past 30 days, so we usually don't need that shared if done recently which sounds to be the case here.
Guidelines: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
Xfinity Forum Acceptable Use Policy: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236
To better assist it would be helpful to know what changes you were looking to make to the service.
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