Visitor
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3 Messages
Chat agents are liars
I have noticed that my internet bill was higher than last month so I decided to chat with agent which was the beginning of my nightmare. If I knew about this, I would not start a conversations via chat ever. But, I was a fool then.
My 400Mbps internet price was supposed to be $55 (my contract started March 2025), but I was charged $63. The first chat agent said that it was an error on their end. Then, he/she told me that there was an amazing deal available. The deal is the same internet service I have plus free Apple Watch for $42 a month. I wasn't really sure about this deal, but the agent insisted this was true, and there would be no gimmicks. The promotional price would be for $42 per month for 12 months, and if I call again before the promotion ends, I will get $42 again for another 12 months. The only thing is that I have to pay sales tax for this Apple Watch for $33.13. Later, I received a confirmation email from Xfinity that my internet is now 150Mbps instead of 400Mbps. The chat agent LIED to me about this.
Then, I chatted with another agent and was told that 400Mbps would be $50 with Apple Watch. I asked him how much the internet would be if I only want to keep internet and cancel Apple Watch. I was told it would be $40 per month. The agent said that this price will last for 24 months, but when I checked a confirmation email later, it said 12 months (LIE) So I decided to cancel Apple Watch. Since I ordered like an hour ago, I thought it would be no problem. The agent told me that he/she would get "ERROR" message on their end so I was transferred to Xfinity Mobile Chat agent.
The new mobile agent told me that it was cancelled and Apple Watch would not be delivered. I was also told that I would receive a cancellation email within an hour. But of course, I didn't receive that email because they are LIARS. Next morning, I have received a text from Xfinity that Apple Watch was shipped. I immediately chatted and asked about it. The agent said that he would cancel and Apple Watch would be returned to Xfinity so I don't have to be worried about it. I thought Apple Watch was canceled yesterday. But clearly it wasn't.
Next day, Apple Watch was delivered. WHY DO THE LIE??? I chatted with another agent. He said that he would email me a return label, and I should receive it within an hour. Did I receive it? Of course not. Because it was another LIE. What are these agents for? Just to be there to lie? Xfinity hires agents to just say whatever but none of them are responsible of what they say. They all say that "Rest assured, we will do the best to help you" But, they are bunch of liars who just want to sell services to get commissions or something. Who makes them reliable of what they are actually saying in their chats? Who are monitoring of what they are actually offering/saying? This is a bad way to do business, really.
I had to chat another agent to ask about a return label, I was told to return at Xfinity store. I made an appointment for tomorrow to return.
I am scared that I will not be able to return at the store. Also, I am scared that my internet price will increase as $40 per month is too good to be true. I am so stressed out about this!! I just want to have my internet service. I don't want Apple Watch. This is really a nightmare.
XfinitySeth
Official Employee
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123 Messages
3 days ago
Good evening user_9ebzw0! I infinitely appreciate you taking the time to provide us with extensive details on your experience in getting setup with the Apple Watch you mentioned, and above all else, would love the opportunity to learn more about your experience to help in any way possible.
Please send us a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account. We'll be able to get started from there 👍
To send a "Direct Message" to Xfinity Support:
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
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user_9ebzw0
Visitor
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3 Messages
3 days ago
I just responded to you on direct messaging. Thank you.
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user_x3k83e
Visitor
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8 Messages
2 days ago
Not "liking" this post b/c I "like" your experience, but holy moly do I feel your pain!! Depending on how and where I log in and look at my xfinity, I have everything from a 400mbps plan to a 800 to a 1300. With 400 speeds & a 1300 price tag. The chat service is a literal nightmare to get anyone to tell the truth or address an issue. Even here, I've gotten blown off, but don't let up. Eventually somebody will pay attention. Just know you aren't alone in dealing with the garbage.
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user_lswy32
Visitor
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1 Message
2 days ago
There is a bunch of clowns robbing at this company. The unprofessional people running this business. Really sad.
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user_9ebzw0
Visitor
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3 Messages
2 days ago
Update: I went to Xfinity store to return. The first store near by wasn't accepting any returns because they are third party stores which chat agents don't tell you. You have to make sure to go to main store. Luckily, the main store was like 20 min away so I went there. The agent there at the store was really nice and she was able to process the return even though it took her a really long time. She also told me that she would waive $35 restocking fee which chat agent would not tell you. In conclusion, I will never ever use their chat agents because all they do is lie and they don't care about customers. They all pretend they care, but they don't. From now on, I will go to store directly if I need help. Overall, experience with Xfinity is so horrible that I will never recommend anyone. I am glad I am free from this nightmare.
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