Visitor
•
2 Messages
Bait and Switch
I had not changed my TV plan for quite a while, so I thought I'd go into a local Xfinity store and see what plans were available. I was told that my plan no longer existed and if we stayed on the plan, it could go up at any time. The person who was helping me offered a plan that was the same as what we had, and it was about $7 more per month but the price was locked in for 2 years. I said ok, let's do it.
So, what I switched to was NOT like the plan I had. I lost some basic stations, lost all premium channels, and went from 150 hours to 20 hours on my DVD. (I lost almost all of my recordings!!) So the bottom line is I was then paying more per month for MUCH less!!
I went back into the store to talk to them about being put back on my previous plan. Of course, I was told that couldn't happen because my plan no longer exists. One of the workers put in a tech ticket to try to get us on our previous plan, but that apparently did not work.
I have spent quite a bit of time on the phone getting transferred from one person to another with always a promise that the next person would be the one who would actually be able to help me. After more than an hour on the phone, I was told that there was basically nothing that can be done, and if I want the same services I had before I switched plans, I would be spending approximately $60 more per month!!!!
My question to you is how is any of this ok? If this wasn't done on purpose, then the person who helped us was not adequately trained; but I can't help but think this was done on purpose to get us off the previous plan. My message through all of this has been that what happened was not ok, and Xfinity needs to make this right--whatever that takes. If we can't get back on our previous plan, then there needs to be some kind of arrangement to give us a monthly credit. Everyone I spoke to said that nothing is possible to fix this--I don't believe it. Xfinity is a company that certainly has the power to make adjustments to the accounts of their customers.
I have been a customer of Xfinity for more than 20 years; we also have our cell phones through Xfinity. Nothing about this is ok, and Xfinity needs to make it right.
XfinityMarcus
Official Employee
•
1.6K Messages
2 years ago
Hello user_7701d8, thank you for taking the time to reach out to us and let us know of your recent experience after visiting a local service center and processing a package change. We know the importance of transparency when it comes to anything involving billing, and it looks like we dropped the ball in this particular instance. I would like to take a look at your account and see what our best option to resolve this issue moving forward is. To access your account information will you please provide your name and the name of the account holder if different, and the complete service address including city, state and zip code via direct message?
2
0
robfields1
Visitor
•
1 Message
2 years ago
The same situation has occurred with me and this puts myself at a great disadvantage. If Xfinity Joe helped you I would like them to do the same for me to resolve this situation.
1
0
user_8e0y90
4 Messages
2 years ago
I experienced the very same problem this evening. I went to our local Xfinity retail store simply to ask about replacing old cable boxes. The manager saw that we had an older plan and offered to look for a better one. He said we could upgrade our internet speed to the top tier and could keep our existing cable plan (with HBO, Showtime, TCM). Based on his verbal offer, I agreed. When i returned home, I discovered we no longer had HBO, Showtime or TCM. After spending nearly an hour and a half on the phone with customer service and a "loyalty" agent (customers for 20+ years...'Diamond' level (?)), I had made zero progress. I received a text message with a promise for a callback from a supervisor within 48 hours (Case Number ECM0004678769), which is dubious at best and requires the customer to wait around for an Xfinity supervisor to deign to call back.
This is the dictionary definition of bait-and-switch--a verbal offer of a "better" new plan with the real goal of erasing a legacy plan that did not work to Xfinity's advantage and replacing the existing plan with a significantly downgraded plan, then attempting to stonewall customers once the deception becomes apparent. It's an absolute disgrace that Xfinity treats its long term customers with such complete and total disregard. I think they play the long game, hoping to wear customers down until they relent. Not this customer...I'm just getting started.
3
0