mjkeaa's profile

Contributor

 • 

14 Messages

Sunday, February 7th, 2021 1:00 AM

Closed

Can't change my account online, customer service changing prices from rate card

I am beyond frustrated at this point. Been with comcast/xfinity for 11 years, and everything was great until last year, when customer service declined and can't get help with basic issues.

 

I had the premier pro+quad play with digital preferred , HBO, Starz, showtime, hitz, tmc etc., since Nov 2019. When I signed up for that bundle, of course Starz was included, which is what I really wanted. Just 2 months after signing the 2 year agreement, (Jan 2020) xfinity quietly removed Starz. No pre note of this change. It is found on Feb 2020 bill, after the change was made.

 

Was told I would receive Starz back on with no additional charges by chat (have the screenshot). Never got it back.

 

Anyway, tried for months to make changes online to the account. I am redirected to this link https://www.xfinity.com/error/buy/sorry?errorCode=DFPLN3001 

tried different devices, different browsers, operating systems, cleared cache and cookies, rebooted the modem, had comcast reboot the modem. Nothing has fixed this issue. Everytime I contact chat they won't fix the issue, but only ask what changes I want to make. Well I like to look at my options so I don't miss something and so I can look over them to ensure everything is correct.

 

After searching the error code online, I found a post which stated I could get my Rate Card info for my account, which I did (https://www.xfinity.com/support/rate-card)

After looking over everything I decided to go with the x1 starter home pro + triple play with a base price of $130.00 for my area. I then added the home phone for $10 and upgraded to the gigabit for $10. I also have 24/7 video recording which had been $9.95, but I was told by chat it is now $10.00 (I DID NOT WANT ANY CHANGE TO MY HOME SECURITY SERVICES AND I WAS VERY CLEAR ABOUT THIS)

So with the add-ons, price before taxes and fees is $160 and with fees and taxes $226, but when they sent the email confirmation, the base price had increased from the confirmed price of $130 to $140. My XH Secure Service was canceled, and my DVR service was canceled. THESE ARE INCLUDED IN THE BUNDLE I SIGNED UP FOR. There also wasn't any paperless billing or autopay discount applied, as I had on my previous plan.

Chat agent transferred me to a supervisor.  Supervisor confirmed the base price of $130, but when I questioned why it was showing as $140 and why the other services were canceled, he ended the chat.

So I call customer service. The rep somehow can't see what the base price is for the bundle, but can see that with taxes and fees, now my bill is up to $239.

The ONLY CHANGES BEING MADE WAS A DOWNGRADE IN TELEVISION CHANNELS. Everything else is the same as it was before, because the home phone I added for $10, and the upgrade to the gigabit for $10. Both plans include Home Security and I was not changing the 24/7 video recording.

I have been promised Starz at no additional charge, because that was the bundle I agreed to in Nov 2019, that hasn't happened. I have contacted chat support to find out why I cannot make changes online to my account. That hasn't been resolved. I researched my Rate Card prices (current as of Jan 2021) and decided on a package with a published price and included services I wanted. Now that price has increased and services I rely on are canceled when I did not authorize changes and they are INCLUDED IN THE BUNDLE I SWITCHED TO.

Please assist in resolving these issues. 11 years is a lot of loyalty from a customer, but it looks like come November 2021, I will not be a 12 year customer. At this point, I am considering paying the ETF just to cancel now because of the lack of support available.

 

This conversation is no longer open for comments or replies and is no longer visible to community members.

No Responses!
forum icon

New to the Community?

Start Here