Xfinity Agent Fraud

user_46juf3 Thanks for posting on our Community Forums. I'm sorry to hear of your experience with changing your services. It is correct that once a change is made, our team would not have an option to reverse the plan, though I can certainly understand the frustration in this situation. Our team can create a ticket to see if our backend team can help with the plan, as well as research the chat/call transcripts. Would you please send our team a direct message with your full name and full address?

 

To send a Direct Message:

 

 

Ensure you are logged in

• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  • An "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.

 

 

Exact same thing happened to me a few weeks ago.  I used chat to ask about a bill that seemed higher than normal… instead of answering, he asked if I used my landline much and he could save me money by removing it.   In the chat I repeatedly stated I don't want to do it if it changes anything else about my account as the 30 isn’t that big a deal.  He assured me it would t and just said I had to agree to the text making the phone change.  Once again, I asked if anything in what he wanted me to agree to  would change anything other than my phone line being removed and once again he gave me his assurances.  Should I have read it- maybe but not when he flat out assured me 4 times.  Next thing I know, DVR IS ERASED, PREMIUM CHANNELS GONE.   I immediately asked and I was told he would fix it---transferred 4 different times with each person just reviewing notes and then passing me off.  I asked for transcript 5 times and never got response.  I did screenshot the whole conversation though.   

This is what ATT got sued for not long ago as they manipulated customer plans to get them off the unlimited.  I am willing to take this as far as possible. I filed FTC complaint and happy to share case number as it appears many customers are experiencing the same thing.  Clearly the push from Xfinity command is to remove grandfather accounts by any means possible.  

FYI/. Good luck getting help.  I called to complain and see if talking directly to person would help...Nope.  Manager said only chat team could address anything that happened in chat.  When I explained that chat just transferred me to avoid adressing, he (Mark) said nothing he could do.  After asking for his manager, he told me nobody above him to talk to.  I asked if I could record him (he said yes) and I asked the following "so even knowing I spent an hour plus getting transferred and avoided, you're telling me there is not a person I can talk too so my option is to go back to chat and likely be avoided again-- so basically, Xfinity is telling me to pound sand"!  He said "YES".  As with the chat screenshots, I have this recorded as well.  

sooo- with no other option, I go back to chat asking to speak to supervisor.  I explained that call team said it must be done in chat- like the others , she assured me I’m “in the right hands” and will get me to supervisor that can help and for me to keep phone available for 10 minutes.  I get supervisor who responds by saying he is phone team and they can’t assist with chat issues.  Xfinity has thought of everything in this scam and pulled levers to ensure those of us affected will never get resolution or be able to address the lies told to us.  They likely didn’t count on me exporting all chats (actually, copy and paste in word) and to have recorded all calls.  FTC has asked for more info (including my documents) so hoping for accountability.  I don’t want money, I don’t want free service, I want what I was assured I would get and the 6 hours of my life back spent going in circles from phone to chat