4 Messages
xfinity mobile: blatantly lied to by chat agent and Xfinity is ok with it!
tldr; Online chat agent outright lied about a promotion, tricked me into getting xfinity mobile, and stuck me with a higher bill. Other online chat reps agree it was entirely wrong, but Xfinity refuses to fix it.
Long-ish story, but there are some lessons in here for everyone.
Last month I started a chat with an online rep with a question about lowering my bill by canceling our landline (we have/had internet, tv, landline). While I was online they offered me a deal. I should have known better. Luckily I copied the transcript. Here are the highlights:
Xfinity: "I can help you keep the number active and save around $25 transferring the home phone line to Xfinity's mobile line. The best part is we are offering a FREE Phone to all of our customers, so instead of the landline you will have FREE phone to use the landline number and also you will get additional $20 discount on your internet bill every month so a total of $45 discount for you + Free phone to use your landline number, sounds good ? there will be no changes in your current cellphone services and you will just have a free phone instead of landline to get $45 discount every month. I see that your bill is $265.58 now and with this offer, it will be $220.58/month only inclusive of all taxes and fees."
Me [paraphrased]: "This sounds like a trap..." [spoiler: it was]
Xfinity: "this is an promotional offer which running now and comes through swapping landline number with free Xfinity mobile line and also you will get FREE mobile phone as I have mentioned you above, you will be not charging for line because the charges will be covered under discounts so, it is completely free for you and this offer will not expire as you can renewal this offer if you are making any changes in your internet plan. The $45 discount will be remains same. Also, There would be no point time to return the phone and if you want, you can return the phone if you do not wish to keep but the only thing $45 discounts will be stopped and you will not be charged anything by keeping the phone or returning it later."
Me [paraphrased]: "So no obligation, no contract, no extra bill, no charge if I don't like it?"
Xfinity: "Yes pilot5309, you are correct. there would be no fixed contract term, our team will notify you to reach us and they will renewal it again after certain time. and no charges for cancelling the phone plan"
Stupid me [paraphrased]: "OK… go ahead"
FAST FORWARD FOUR WEEKS... Bill arrives; it's $9 higher than promised but ok. But then a separate $49 Xfinity Mobile bill appears too! And let me be clear here: at no point was I given a contract to look over or sign, or given any terms/conditions. If I did agree to something, it was clearly not with any consent, and the chat agent absolutely explained nothing. And I was certainly not told this would be a separate account/bill. (Again: I was at least smart enough to copy the entire transcript before closing the chat.)
So last week, back onto the chat I go, for THREE HOURS... Was bounced around between the Bundle Team, the Internet Team, and Mobile Team, all of whom said this was someone else's problem. In short, those three hours of my life boiled down to Xfinity claiming that it's (allegedly) impossible to cancel the mobile plan without paying outright for the "free" phone. After much pleading on my part, eventually someone on the Internet Team says:
Xfinity: "I have checked the notations and conversation so I have got the approval and will be raising a bill dispute ticket with which our backend team will take the appropriate action against that agent and you will get the promised deal applied on your account within next 5-7 days with resolution of this bill dispute ticket. You won't have to make the payment of current generated bill for internet as you will get all adjustment for disputed charges reflected in your next bill"
Me: [paraphrased] "yay..." [spoiler: not yay]
And now today: I log in to my account, and indeed they fixed this month's bill, but added the note: “We've determined that the charge you disputed was correctly applied to your account. The disputed amount of 294.35 will appear on your next billing statement.” and applied all of the credited charges to next month’s bill!
So here I am, lost for words. A chat agent was able to outright lie about a promotion, sell me a very different deal that raised my overall bill, and Xfinity are like: “Yup, that looks above board to us!”
I will, of course, pursue this with my State’s consumer protection advocates to get this fixed, but I figured it couldn’t help to throw out at least a warning to people to absolutely NOT EVER trust their chat agents. They are allowed to lie, and Xfinity will back them.
Always, always, always, take screenshots of the chats. Don’t just download the transcript – they are usually partial or incomplete. Take. Actual. Screenshots! (Which I did – phew!)
What a wonderful company…
Accepted Solution
XfinityAntoine
Official Employee
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1.4K Messages
7 months ago
Hello, pilot5309. Thank you for taking the time to reach out and being part of the Xfinity family. That's definitely not the experience we want you to have. I'd also be frustrated if I were in your situation. That's as unacceptable to us as it is to you. You've definitely come to the right place to get this taken care of. In order to get started can you, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
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pilot5309
4 Messages
6 months ago
Update: this did get resolved after someone higher up the food chain was involved. They also agreed that the chat agent absolutely should not have said what they said, and I was given completely false information. So I requested the entire mobile account be removed, all charges reversed, phone returned, etc, and that is indeed what happened. So the outcome was acceptable, but the literal hours of fighting it took to fix because a chat agent lied to me, was not a great experience.
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user_p62hpg
1 Message
3 months ago
Same exact thing happened to me yesterday, after spending 2 hours trying to talk to a human, they basically told me that the whole thing was shady and i should go to an xfinity store. I have no proof as all this was done to me while on a technical support call about my cable tv and internet service. I tried to remove my credit card from xfinity mobile and it won't let me. I also didn't give them my cc# so i guess they pulled it from my account for my internet and tv account. I'm furious!
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pilot5309
4 Messages
3 months ago
Since a couple of folks are clearly having the same problem, I'll just chime back in and say that even three+ months later, my issue still isn't fully resolved, as Xfinity Mobile just charged me $20 monthly fee on an account that, according to their reps, no longer actually exists! I can't even log in to remove my CC info, because there's no account to log in to. Just a silent monthly charge, which means I'm gonna have to cancel my CC to make it stop. Xfinity Mobile is an absolute dumpster fire, without doubt
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user_122l9v
2 Messages
2 months ago
Hey, I'm having a similar problem. The agent I spoke with straight up lied to me and told me that my xfinity mobile bill was included in my xfinity mobile bill, and that I would only pay a flat rate of $100 per month if I switched. I was also supposed to get a handful of streaming services. Come to find out, he only meant paramount plus, and cell service is another $30 per month. Xfinity apparently coaches its reps to lie. Not even upsell, just straight up lie.
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user_122l9v
2 Messages
2 months ago
Hey, I'm in a similar situation. I switched to xfinity and when I called to switch, the person I spoke with told me that Xfinity was running a promotion and if I switched my cell service over too, I could get free service. In other words, he told me that my equipment, internet service, and cell service would cost me $100 per month. Today, I got an xfinity mobile bill for $30. I'm pretty [Edited: Language] that the agent lied to me. I'm starting to wonder if this is something XFinity coaches its employees to do. [Edited: Solicitation]
(edited)
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pilot5309
4 Messages
2 months ago
For everyone posting on this thread -- it's definitely disheartening to see so many people getting into this mess. Two pieces of advice for y'all, based on my experience:
1. If they send you a phone, don't open it or activate it. That'll save you a little hassle later;
2. The customer service agents here on this forum are genuinely VERY helpful. For real. Both times I've reached out to them, I've had someone from corporate call me and address the problem within 24hrs.
But yeah this Xfinity Mobile scam is definitely looking like lawyer bait
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user_ashish
2 Messages
2 months ago
Same thing happened to me as well.
The agent said Xfinity was running an offer and I would get a new mobile line and a new tablet basically in the same price that I was paying for my internet connection. Of course it was a lie and I ended up getting billed for the extra line and ipad.
@XfinityAngie @XfinityMartyR @XfinityAntoine - Can I please get some help with this ?? I've sent a DM to XfinitySupport
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user_ashish
2 Messages
2 months ago
For people struggling with same issue. Contact the customer service agents as mentioned in the other posts. They will definitely get back to you and will make sure your issues are resolved.
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user_b0h7xw
2 Messages
1 month ago
Same exact thing happened to me
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user_jrcz8x
1 Message
28 days ago
Same thing just happened to me. Was on the hook for a $800 cell phone that I didn't need or ask for. I only called Xfinity talk about my cable and internet service and the agent presented this "deal" event though I said I didn't want it. Now I need to pay for the full cost of the cell phone (if I refuse to pay, it will be marked on my credit report).
Kept getting told about this "great" deal at no additional cost and the phone would be FREE.
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Emptyavacado
Visitor
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7 Messages
23 days ago
[Edited: Solicitation] I am currently awaiting their response for my own complaint where the Xfinity customer support, both phone and chat, completely wrecked my account and like you, Xfinity Mobile was their only focus the entire time and they lied to me as well but I told them they could not match or beat my current phone plan, so I don't want it. They proceeded to run a hard check on my credit for my troubles. Now my bill is a mess and I don't know what to pay and our t.v. is having issues it did not previously have.
[Edited: Solicitation] If I had another choice I would not go with Xfinity. I've been saying that since 2014.
(edited)
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user_616blq
6 Messages
14 days ago
Well not sure if you got this resolved but I was informed today by Xfinity’s legal department that any offers made by their chat representatives are not legally binding. How that’s possible I don’t know but I have filed a complaint with the attorney general and have provided them several links on this community forum of people also complaining of this exact issue.
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