3 Messages
Account Representative just cancelled my policy effective immediately without my consent
On a call with an account representative asking about potentially renewing. She said there is no promotion and that my only option was to keep to the current one with a increased rate from $65 to $110. I told her to cancel my account at the end of the bill rate so that I don't get charged the new $110 rate. She went silent on my and then told me she cancelled me effective immediately. She then tried to reinstate my account again with a $70 rate, which I responded that is not okay that I will be charged at a higher rate because of her mistake. I requested her to send me to her supervisor/manager and was told that I couldn't talk to anyone. Upon saying that what is being done is NOT OKAY, she hung up on me. This response is not acceptable in any way shape nor form. Tried calling back a few times afterwards to no avail, so now I am stuck with a cancelled policy and apparently my only option is to reinstate my account at a higher rate because of this lady's mistake. Can someone from Xfinity resolve this situation?
XfinityMartyR
Official Employee
•
2.1K Messages
1 year ago
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• 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
0
0
tangdavid98
3 Messages
1 year ago
Update on this post:
After this incident, I had to change providers as I was not going to reinstate my policy with Xfinity after what just happened and had work the following day. Upon getting in contact with Xfinity DM from the message above, all that happened was they asked if they could help with instating my policy (was not late by this stage), followed by an apology (apology was just from some other random Xfinity employee, not even the person who caused the issue), then when I asked if they would do anything to compensate for the mistake on their end, they said they were not able to do anything, (I was thinking maybe to waive the last invoice or something, but nope, nothing)
So, long story short, Xfinity basically did absolutely nothing to truly resolve this issue, didn't even get a genuine apology (in my perspective). It felt was a cold corporate apology that didn't amount to much, I don't know, it could just have been me.
3