1 Message
Banking Account Requested by Xfinity
I am an existing customer that called to upgrade my internet service to 2,000 mbps. The gentleman helping me (after 30 minutes of haggling a new plan) send me an email requesting that I give my checking account and routing number to accept the run contact - while he was on the phone - stupidly, I did, because it was the same email address I receive my monthly bill from.
After closing the deal he transferred us to "tech support" to ensure our new speed would immediately be upgraded. The woman on the tech line had no record of our new contract (it had just processed, of course) and informed us the fastest speed available is 1,200 mbps and just tagged on $10 to my existing account - so nothing changed. Have I been scammed? Does Xfinity ask for checking and routing information from current customers?
Everything is very strange - can I get a response?
XfinityJamesC
Official Employee
•
2.1K Messages
10 months ago
Greetings, @user_pbzfzx! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this upgrade. You have definitely come to the right place for assistance.
If you are completing a change of service with a representative by phone or chat, they will need to send you an order approval summary to confirm they have accurately captured the services you want. If the new service package offers an additional discount for paperless billing and automatic payments, the approval summary will allow you the option to update your payment details and receive the new discount.
Depending on which part of the country you live in, Gigabit X2 (2000 Mbps download) will either be added to your account as a dedicated internet service package, or it will be bolted on to your existing Gigabit Extra package (1200 Mbps download) as an optional speed boost. We can check to see which options are available in your area, and make sure your account has been properly upgraded.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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